At Zone Firewall (ZF), we aim to deliver reliable and professional remote support services for computers, printers, networks, and related systems. This Refund Policy outlines how refunds are handled for completed services.

1. Nature of Service

   All payments made to ZF are for professional IT support services provided remotely. No physical products are shipped or transferred. By making a payment, the client confirms that the transaction covers service fees only.

2. Refund Eligibility

   Clients may request a refund within forty-five (45) calendar days from the date of payment.

   Refunds are applicable only if:

   • The purchased service was not delivered as described.
   • The issue remained unresolved due to a technical fault on our end.
   • A duplicate or accidental payment was made.

   Refunds will not be issued if:

   • The service was successfully completed as agreed.
   • The issue lies outside the purchased service scope.
   • The client violated ZF’s Terms of Service.

3. Refund Request Procedure

   All refund requests must be submitted via email to billing@zonefirewall.co.uk.

   Once received, our billing team will review the request and respond within five (5) business days.

4. Processing Timeline

   Approved refunds are processed within seven (7) to ten (10) business days using the same payment method used for the original transaction. The exact timeline may vary depending on the client’s bank or payment provider.

5. Chargebacks and Disputes

   By completing a payment, the client acknowledges acceptance of ZF’s Terms of Service and confirms authorization of the transaction. Any chargeback filed after service delivery will be disputed with supporting service records and proof of consent.

6. Complaint Handling

   All service-related complaints or billing issues are addressed within forty-eight (48) to seventy-two (72) working hours of receiving the client’s email, depending on the nature of the concern.