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At Khelvornchran, we are committed to providing exceptional IT support and managed services to our clients. This Return Policy outlines the terms and conditions regarding service cancellations, refunds, and related matters. We understand that business needs change, and we strive to maintain fair and transparent policies for all our clients.
This policy applies to all services provided by Khelvornchran, including managed IT services, help desk support, consulting services, and any other technology solutions we offer. Please read this policy carefully to understand your rights and obligations regarding service cancellations and refunds.
Our services are typically provided under service agreements that specify the terms of service delivery, duration, pricing, and other relevant details. The specific terms of your service agreement may include additional provisions regarding cancellation and refunds that supplement this Return Policy.
Service agreements may be structured as month-to-month arrangements, annual contracts, or multi-year commitments. The cancellation terms and refund eligibility may vary depending on the type of agreement you have entered into with us. We encourage all clients to review their service agreements carefully and contact us if they have any questions about the terms.
For clients on month-to-month service agreements, cancellation requests must be submitted in writing at least thirty days prior to the desired cancellation date. Written notice can be provided via email to our customer service team or through certified mail to our business address. The cancellation will become effective at the end of the thirty-day notice period.
During the notice period, all services will continue as normal, and you will be responsible for payment of services rendered during this time. We will continue to provide full support and service delivery until the cancellation becomes effective. Any prepaid amounts for services beyond the cancellation date will be refunded within thirty business days.
For clients with annual or multi-year service agreements, early cancellation may be subject to early termination fees as specified in your service agreement. These fees are designed to cover the costs associated with service setup, resource allocation, and the commitment we have made to support your business.
If you wish to cancel an annual or multi-year contract, you must provide written notice at least sixty days prior to the desired cancellation date. We will review your request and work with you to determine the applicable early termination fees, if any. In some cases, we may be able to negotiate alternative arrangements that better suit your changing business needs.
For new clients, we may offer trial periods for certain services. During the trial period, you may cancel services without penalty by providing written notice. If you choose to cancel during the trial period, you will only be responsible for payment of services actually rendered up to the cancellation date.
Trial period terms, including duration and cancellation procedures, will be clearly specified in your initial service agreement. We encourage clients to take full advantage of trial periods to ensure our services meet their needs before committing to longer-term agreements.
If you have prepaid for services and subsequently cancel your service agreement, you may be eligible for a refund of unused services. Refunds for prepaid services are calculated on a pro-rata basis, taking into account the services already delivered and any applicable cancellation fees.
Refund requests must be submitted in writing and will be processed within thirty business days of receiving the request. Refunds will be issued using the same payment method used for the original transaction, unless otherwise agreed upon. Please note that certain payment processing fees may not be refundable.
In cases where we fail to meet the service level commitments specified in your service agreement, you may be eligible for service credits. Service credits are applied to your account and can be used toward future services. The specific terms for service credits, including eligibility criteria and credit amounts, are detailed in your service agreement.
Service credit requests must be submitted within thirty days of the service level failure. We will review each request and determine eligibility based on the terms of your service agreement and the circumstances of the service issue. Service credits are not redeemable for cash and cannot be transferred to other accounts.
Certain items and services are non-refundable, including but not limited to: setup fees, consulting fees for completed work, custom development or configuration work that has been delivered, third-party software licenses or subscriptions purchased on your behalf, and hardware or equipment that has been purchased or deployed.
These non-refundable items represent costs we have incurred on your behalf or work that has been completed and delivered. In cases where hardware or equipment has been purchased, we may be able to arrange for return of unused items to the vendor, subject to the vendor's return policies.
If you wish to modify your service agreement rather than cancel entirely, we are happy to work with you to adjust your service level, add or remove services, or make other changes that better align with your current needs. Service modifications may be subject to new terms and pricing based on the requested changes.
To request service modifications, please contact your account manager or our customer service team. We will review your request and provide you with options and pricing for the modified service arrangement. In many cases, we can accommodate service changes without requiring full cancellation and restart of services.
If you believe you have been charged incorrectly for services, please contact our billing department immediately. We will investigate all disputed charges and work to resolve any billing errors promptly. Disputed charge inquiries should be submitted within sixty days of the charge appearing on your account.
During the investigation of a disputed charge, we may place a hold on collection activities related to the disputed amount. However, you remain responsible for payment of any undisputed charges. If we determine that a billing error has occurred, we will issue a credit or refund for the incorrect amount within fifteen business days.
We shall not be liable for any failure or delay in performing our obligations under any service agreement where such failure or delay results from circumstances beyond our reasonable control, including but not limited to acts of God, natural disasters, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, pandemics, strikes, or shortages of transportation, facilities, fuel, energy, labor, or materials.
In the event of a force majeure situation, we will make reasonable efforts to notify affected clients and minimize service disruptions. Depending on the nature and duration of the force majeure event, we may offer service credits, temporary service modifications, or other accommodations to affected clients.
Upon cancellation of services, we will work with you to ensure a smooth transition and return of your data. We will provide you with access to retrieve your data for a period of thirty days following the cancellation date. After this period, your data may be permanently deleted from our systems in accordance with our data retention policies.
It is your responsibility to retrieve and backup any data you wish to retain before the end of the data retention period. We recommend that you begin the data retrieval process as soon as possible after submitting your cancellation notice to ensure adequate time for data transfer and verification.
We understand that transitioning IT services can be challenging. For clients canceling services, we offer transition assistance to help ensure a smooth handoff to your new service provider or in-house IT team. Transition assistance may include documentation of your current configuration, knowledge transfer sessions, and coordination with your new provider.
Transition assistance services may be provided at no additional charge for a limited period, or may be available as a paid service depending on the scope and duration of assistance required. Please discuss your transition needs with your account manager to determine the appropriate level of support.
We recognize that every client situation is unique, and there may be circumstances that warrant exceptions to this Return Policy. If you believe your situation requires special consideration, please contact our management team to discuss your needs.
We will review requests for policy exceptions on a case-by-case basis, taking into account factors such as the length of your relationship with us, the nature of the circumstances leading to the cancellation request, and the potential for alternative solutions that may better serve your needs.
We reserve the right to modify this Return Policy at any time. Changes to this policy will be posted on our website with an updated "Last Updated" date. For existing clients, changes to this policy will not affect the terms of your current service agreement unless you enter into a new agreement or renewal after the policy change takes effect.
We encourage all clients to review this Return Policy periodically to stay informed of any changes. If you have questions about how policy changes may affect your service agreement, please contact your account manager or our customer service team.
If you have questions about this Return Policy, wish to cancel services, request a refund, or need assistance with any related matters, please contact us at:
Khelvornchran
500 W. Madison St., 20th Floor
Chicago, IL 60661
Phone: +1 (917) 452-4400
Email: reply@khelvornchran.world
Our customer service team is available during business hours to assist you with cancellation requests, refund inquiries, and any other questions you may have about our policies and services.