Last Updated: January 2025
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RazorBass Technical Service Center stands behind the quality of our work. We are committed to performing all services according to the agreed-upon scope, whether documented in a statement of work, repair order, service ticket, or other written agreement. This policy outlines the guarantees we provide, the limitations of those guarantees, and the circumstances under which refunds may be issued.
We guarantee that all work will be performed in a professional and workmanlike manner consistent with the service description agreed upon before work begins. If we fail to deliver services as described in the agreed-upon scope, we will either re-perform the work at no additional charge or issue a refund for the portion of work not completed as agreed. This guarantee applies to the condition of your equipment or systems at the time of service completion and delivery back to you.
For general IT support, troubleshooting, and repair services, we guarantee that the specific issue identified in your service request will be addressed according to the agreed-upon scope of work. Our responsibility ends once service is complete and your equipment is returned to you or remote access is terminated.
⚠️ Important: We are not responsible for issues that arise after service completion due to subsequent use, software installations, configuration changes, hardware modifications, power surges, physical damage, or any other actions or events occurring after our work is finished.
If we are unable to resolve the issue described in your service request, you will only be charged for diagnostic time as quoted, and you will be notified before any additional charges are incurred.
When you engage us for virus or malware removal services, we guarantee that identified malware, viruses, and malicious software will be removed from your system at the time of service completion. We verify removal before returning your equipment or concluding the remote session.
This guarantee covers the removal of infections present at the time of service. We are not responsible for reinfection that occurs after service completion due to subsequent browsing activity, email attachments, downloaded files, software installations, network exposure, or any other user activity or external factors. Malware removal is a point-in-time service, and new threats can be introduced to any system at any time through normal use.
As part of our services, we may recommend or install antimalware, antivirus, or other security software on your system. While we select reputable software and configure it according to best practices, we make no representations or warranties regarding the effectiveness of any third-party security software. No antimalware solution can guarantee complete protection against all threats, and new malware is created continuously that may evade detection by even the most current security tools.
The performance, reliability, and effectiveness of any security software we install is governed by that software’s own license terms and the policies of its manufacturer. RazorBass is not the manufacturer of this software and cannot guarantee its performance. We are not liable for any infections, data loss, or damage that occurs despite the presence of installed security software.
✓ 30-Day Workmanship Guarantee: If the same issue we repaired recurs within 30 days of your receipt of the repaired device, we will re-evaluate and re-repair the issue at no additional labor cost.
If replacement parts are required for the re-repair, parts costs may apply depending on the circumstances. This 30-day guarantee covers only the original repair performed and does not extend to other components, unrelated issues, or pre-existing conditions. The guarantee period begins on the date you receive your repaired device or the date we notify you that your device is ready for pickup or return shipment, whichever occurs first.
The 30-day workmanship guarantee and all service guarantees are void if any of the following occur after you receive your equipment:
Replacement parts installed during repair may be new, refurbished, or third-party components depending on availability and cost considerations. We will inform you if only non-OEM parts are available before proceeding. Parts may carry their own manufacturer warranty separate from our workmanship guarantee.
Defective parts identified within the warranty period provided by the parts manufacturer will be replaced according to that warranty; labor for parts replacement may be covered under our 30-day workmanship guarantee if within that period or may incur additional charges if outside that period.
Note: Parts that were removed from your device during repair and returned to you are non-returnable.
⚠️ Non-Refundable: Custom web development work is non-refundable once deliverables have been approved or deployed.
Project milestones and associated payments correspond to work completed at each phase. If you approve a milestone or fail to respond to a deliverable submission within 14 days, that milestone is considered accepted.
If a project is cancelled before completion, you are responsible for payment of all work completed to that point, calculated on a pro-rata basis according to the project scope. Deposits are non-refundable and are applied toward the final project balance.
If we fail to deliver work that meets the specifications documented in the agreed-upon statement of work or project proposal, we will revise the deliverables at no additional charge until they meet the documented specifications, or we will issue a refund for the non-conforming portion of work.
See Also: For additional terms governing web development projects, refer to Section 9 of our Terms and Conditions.
Hosting fees are billed in advance for the subscription period selected. Hosting fees are non-refundable for the current billing period. You may cancel hosting services at any time, and cancellation will take effect at the end of your current paid period. No partial refunds are issued for unused hosting time.
If we terminate your hosting account due to violation of our Terms and Conditions or Acceptable Use Policy, no refund will be issued. If we discontinue hosting services for business reasons, you will receive a pro-rata refund for any unused prepaid hosting time.
IT security consulting services, including assessments, audits, policy development, and advisory services, are non-refundable once work has been performed and deliverables provided. Security recommendations are advisory in nature, and implementation outcomes depend on factors beyond our control. We guarantee that our recommendations will reflect industry standards and best practices at the time of delivery, but we make no guarantee regarding security outcomes following implementation.
✓ Refunds may be issued in whole or in part under the following circumstances:
✗ Refunds will NOT be issued for:
If you believe your service is covered under our workmanship guarantee or you wish to request a refund, please contact us within the applicable guarantee period with the following information:
We will evaluate your request and respond within five business days. For warranty service, we may ask you to return the device for evaluation or schedule a remote session to assess the issue. We reserve the right to determine, in our reasonable judgment, whether an issue is covered under our guarantee.
If your device requires warranty service and was originally serviced via shipping, you are responsible for shipping costs to return the device to us for evaluation. If we determine the issue is covered under our workmanship guarantee, we will cover return shipping costs. If we determine the issue is not covered, you will be responsible for return shipping costs and may be quoted for additional repair services.
See Also: For additional information about shipping devices for repair, refer to Section 8 of our Terms and Conditions.
Approved refunds will be processed within 10 business days using the original payment method when possible. If the original payment method is unavailable, we will arrange an alternative refund method.
To request warranty service, inquire about a refund, or ask questions about this policy, please contact us:
RazorBass Technical Service Center
Fort Smith, Arkansas
