1. Monthly Managed IT & Residential VIP Retainers

Monthly plans (Residential VIP at $25/mo per computer, Business Professional at $85/mo per workstation, and Business Premium at $135/mo per workstation) allocate dedicated monitoring capacity, active security software licenses, and reserved consultant availability. Therefore, monthly subscription retainers are non-refundable.

• Month-to-Month Agreements: You may cancel month-to-month plans at any time with a thirty (30) day written notice. Recurring billing will stop at the close of your current billing cycle.
• 12-Month Agreement Onboarding Waiver: The standard $99 per-workstation setup fee is waived for commercial accounts committing to a 12-month agreement. If a 12-month contract is terminated early by the client, the original $99 per-workstation onboarding fee will be assessed on the final statement.
• Infrastructure Add-Ons: Retainers for dedicated file servers ($175/mo), central NAS units ($75/mo), and network firewalls cover active cloud storage repositories and are non-refundable.

2. One-Time Diagnostic & Repair Labor

Professional labor represents invested diagnostic bench time and engineering expertise that cannot be returned. As such, all completed labor and diagnostic service fees are non-refundable.

However, we stand behind our workmanship. As outlined in our Terms of Service, all repair labor includes a 30-day limited workmanship guarantee. If the exact same hardware defect or software glitch reoccurs within 30 days of service, our team will correct it with zero additional labor charge. (Virus and malware re-infections carry a strict 7-day guarantee due to external web browsing risks).

3. Remote Support Diagnostic Refunds

One-time remote support sessions are billed at a flat $75. If our Lead IT Consultant determines during remote triage that your issue is caused by physical hardware failure (such as bad drive sectors, damaged RAM, or power rail failure) that cannot be resolved over the internet, the remote session will conclude.

• You will receive an immediate $55 refund, with the remaining $20 retained as a standard diagnostic check-up fee.
• 100% Labor Credit: If you choose to have Abet IT Services complete the required physical hardware repair, that $20 diagnostic fee is 100% credited toward your repair invoice.

4. Mobile Travel Fees, Check-Ups & Surrender Policy

If our team conducts a scheduled on-site mobile concierge evaluation and you decide not to proceed with the recommended repair, or if the device is deemed unrepairable, the $40 flat travel fee and $20 diagnostic check-up fee ($60 total) cover our travel and time. These fees are non-refundable unless you utilize our Voluntary Surrender option:

• Voluntary Surrender ($0 Due): If your machine is unrepairable or not worth fixing, you may voluntarily surrender ownership to Abet IT Services. In exchange, all travel and diagnostic fees for that visit are completely waived ($0 due). Surrendered devices undergo military-grade drive sanitization prior to environmentally friendly recycling.
• Residential VIP Exemption: Active Residential VIP members never pay travel fees or diagnostic check-up fees on scheduled concierge visits.

5. Replacement Hardware & Physical Components

When physical hardware parts (such as solid-state drives, power supplies, memory modules, or screens) are ordered specifically for your repair, the following terms apply:

• Unopened / Uninstalled Hardware: May be returned within fourteen (14) calendar days of delivery, subject to a 15% distributor restocking fee.
• Opened / Installed Hardware: Once installed and configured, physical components cannot be returned or refunded unless defective.
• Defective Components: Handled under the manufacturer's limited hardware warranty. If a component installed by our team fails within its warranty period, we will assist you in processing the manufacturer replacement. (Standard labor fees may apply for installation of the replacement part outside the 30-day labor window).

6. Custom Workstation Assemblies

For custom CAD, business, or performance desktop builds, an upfront component deposit is required prior to parts procurement. Once components are ordered from suppliers, the deposit is strictly non-refundable. Completed custom assemblies cannot be returned for a refund. Defective individual components remain covered under their respective manufacturer warranties.

7. Digital Licenses & Cloud Vault Storage

Due to licensing agreements with software vendors, all digital software keys, Microsoft 365 seats, Google Workspace licenses, operating system keys, and activated cloud backup storage allocations purchased on your behalf are strictly non-refundable once provisioned.