Refund policy

Cancellation and Refund Policy

At itGenius, we provide professional services, software subscriptions, and managed IT support. Because our services are digital or labor-based, our policy focuses on cancellation notice periods and subscription management rather than physical returns.

Service Cancellations

For most managed services and recurring subscriptions, we require a 30-day written notice for cancellation.

  • To initiate a cancellation, please contact us at help@itgenius.com.

  • Cancellations will take effect at the end of the current billing cycle following the 30-day notice period.

  • Please note that "returning" or stopping use of a service without prior written notification does not constitute a cancellation or eligibility for a refund.

Software Licenses and Subscriptions

Many of the products we provide (such as Google Workspace, HubSpot, or Dialpad licenses) are subject to the terms of the third-party provider.

  • Non-Refundable: Once a software license has been provisioned or a subscription period has commenced, we generally cannot offer refunds for that period.

  • Commitment Terms: If you have committed to an annual contract, you are responsible for the full term of that contract as per your Master Service Agreement (MSA).

Professional Services and Projects

Fees for professional services, including audits, implementations, and consulting "blocks," are non-refundable once the work has commenced. If you feel a service was not delivered as described, please contact us immediately at help@itgenius.com so we can evaluate the issue and make it right.

Service Issues

Please monitor your service delivery and reports upon implementation. Contact us immediately if there is a service outage, a deployment error, or if a digital product is not functioning as intended. The itGenius team will work to remediate the issue according to your specific Service Level Agreement (SLA).

Exceptions / Non-Refundable Items

Certain items cannot be refunded or cancelled mid-term:

  • Custom Setup Fees: Fees for the initial configuration and "onboarding" of your environment.

  • Third-Party Licenses: Once assigned to a user, these cannot be "returned" for the current billing month.

  • Sale Items/Promotions: Special project discounts or bundled "quick-start" packages are typically final sale.

Refunds

If a refund is approved (for example, in the case of a billing error), it will be processed within 10 business days. The refund will be applied to your original payment method. Please note that it may take additional time for your bank or credit card company to post the credit to your account.

If more than 15 business days have passed since your refund was approved, please reach out to us at help@itgenius.com.