Refund policy

Refund and Cancellation Policy

Gaffney IT Solutions sells professional services. Nothing in this store is a physical product, and nothing is shipped. The terms below apply to every order placed through this store.

Scheduled remote sessions

This covers Remote Tech Help — 60-Minute Session and After-Hours Remote IT Support.

• Cancel or reschedule at least 4 hours before your scheduled start time and you receive a full refund, or you may move the appointment at no charge.
• Inside 4 hours, the session is non-refundable, because the time has been reserved and cannot be resold. You may reschedule once at no charge as a courtesy.
• No-shows. If you are unreachable for 15 minutes past the scheduled start, the session is treated as delivered and is not refunded.
• If we cannot help. If we determine within the first 15 minutes that your issue is outside what we can resolve remotely, we end the session and refund you in full.

After-Hours Remote IT Support carries a 2-hour minimum. Time beyond the minimum is billed at $150 per hour in 30-minute increments of $75, invoiced after the work is complete.

Project engagements

This covers Business Booking & Payment Setup and Shopify Starter Store — Up to 10 Products.

• Before discovery begins, cancel for any reason and receive a full refund. Discovery begins at our first scheduled working call or on our first request for access to your systems, whichever comes first.
• After discovery begins, fees are refundable on a pro-rated basis for work not yet performed. Up to 40% of the fee may be retained to cover discovery, planning, and reserved delivery capacity.
• After delivery and handoff, the engagement is complete and no refund is available. See the warranty below.
• Stalled projects. If we cannot obtain the access, content, or approvals an engagement requires for 30 consecutive days, we may close the engagement and invoice for work performed to that point.

Warranty on delivered work

If a deliverable does not do what its written scope says it will do, tell us within 30 days of handoff and we will correct it at no additional charge. Correction is your remedy for defective work, rather than a refund of a completed engagement.

How to request a refund

Email josh@gaffneyits.com or call (912) 386-1055 with your order number and the reason for the request. We respond within 3 business days. Approved refunds are returned to the original payment method within 10 business days.

Before you dispute a charge

If you are not satisfied, contact us before opening a payment dispute. In nearly every case we can resolve the problem faster than a chargeback can.