Scope
This policy summarises our standard refund, replacement and cancellation positions. Where a signed quotation or agreement states different terms, the signed document prevails.
Hardware purchases
- Dead-on-arrival (DOA): units reported non-functional within 7 days of delivery are replaced at our cost — replacement first, paperwork after.
- Manufacturer defects after 7 days are handled under the OEM onsite warranty registered in your name; we coordinate the claim.
- Change-of-mind returns on correctly supplied, opened hardware are not accepted, as units are imaged and asset-tagged to your order. Unopened, unimaged stock may be returned within 7 days subject to a 10% restocking charge.
- Wrong item supplied: we collect and replace at our cost, with priority dispatch.
Laptop rentals
- Faulty rental units are swapped under the plan's replacement SLA at no charge; rental for verified downtime beyond the SLA is credited.
- Flexi (weekly) plans: cancel any time; billing stops at the end of the current paid week upon return of units.
- Growth (monthly) plans: cancel with 15 days' notice; no charge beyond the notice period.
- Enterprise terms: early-exit and scale-down mechanics are defined in the rental agreement.
- Security deposits, where applicable, are refunded within 7 working days of unit return and inspection, less documented damage beyond normal wear.
AMC contracts
- Missed response SLAs earn service credits as defined in the contract — applied automatically to the next invoice, no claim required.
- Annual AMCs cancelled mid-term are refunded pro-rata for whole unused months, less any contracted onboarding cost, with 30 days' notice.
- If we materially fail the contract and do not cure within 30 days of written notice, you may terminate with a full pro-rata refund of the unused term.
Services and project work
Project engagements (network builds, deployments) are billed against milestones defined in the statement of work. Cancellation before a milestone begins incurs no charge for that milestone; work in progress is billed for effort actually expended.
How refunds are paid
Approved refunds are paid to the original payment method or by bank transfer to the account on your GST invoice, within 7–10 working days of approval. Refund amounts exclude taxes already remitted where the law does not permit their return, and any such exclusions are itemised.
How to raise a claim
Email info@nvtechsol.com with your invoice or contract number and a description of the issue, or call the hotline for anything time-critical. Claims are acknowledged within one business day and resolved with a written decision.
Questions about this document? Write to info@nvtechsol.com with the document name in the subject line.