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Refund Policy

Last Updated: March 2026

At System Integrity Maintenance ("Company," "we," "us," or "our"), we strive to deliver exceptional IT maintenance services. This Refund Policy outlines the terms, conditions, and procedures governing refunds for our Services. This policy should be read in conjunction with our Terms of Service and your individual Service Level Agreement.

1. General Refund Principles

System Integrity Maintenance is committed to fair and transparent billing practices. Our refund policy balances client interests with operational costs of delivering professional IT maintenance services. All refund requests are evaluated case-by-case, considering specific circumstances, service type, delivery stage, and agreement terms.

Refunds are generally available when services have not been delivered as agreed, when service quality fails to meet SLA standards, or when a client cancels within the applicable cancellation window. We encourage clients to contact us promptly about any service issues, as early communication often resolves concerns without formal refund processes.

2. Monthly Subscription Services

2.1 Cancellation and Refund Windows

• New clients who cancel within the first fourteen (14) days are eligible for a full refund of the first month's fee, provided no significant service work has been performed. If substantial setup or deployment work has been completed, a partial refund may be issued.
• Existing clients must provide at least thirty (30) days' written notice prior to the next billing cycle. Fees already paid for the current period are non-refundable.
• If System Integrity Maintenance fails to meet SLA commitments for two (2) or more consecutive months, you may be eligible for a prorated refund or service credit.

2.2 Service Credits

• A temporary service disruption or degradation occurred that was within our control.
• A scheduled maintenance window exceeded the agreed-upon duration.
• A specific deliverable was not provided within the agreed timeframe.
• Service quality temporarily fell below SLA standards due to factors within our control.

Service credits are calculated based on severity and duration. Credits are applied to the next billing cycle and do not carry cash value.

3. One-Time Service Engagements

3.1 Database Performance Audits

• If the audit has not commenced, a full refund will be issued upon written cancellation.
• If in progress but the report is not delivered, a partial refund may be issued based on percentage of work completed.
• Once the final report is delivered, refunds are generally not available unless the report contains material errors or fails to address the agreed scope.

3.2 Project-Based Engagements

For project-based engagements, refund eligibility is determined based on milestones and deliverables defined in your SOW. Refunds for partially completed projects will be calculated as the total fee minus the fair value of completed milestones and third-party costs incurred on your behalf.

4. Non-Refundable Items

• Setup and onboarding fees, including initial infrastructure assessment, monitoring agent deployment, and configuration baseline establishment.
• Third-party license fees for monitoring tools, security software, or other products procured on your behalf.
• Emergency and after-hours support fees incurred for services performed outside standard business hours.
• Custom development fees for bespoke scripts, automation tools, or custom configurations.
• Data migration and recovery fees for data extraction, migration, or disaster recovery operations.
• Hardware procurement costs for physical equipment purchased on your behalf.

5. Refund Request Procedure

• Submit a written request to billing@systemintegritymaintenance.com with your account name, service agreement number, specific service(s), reason for request, and supporting documentation.
• Our billing team will acknowledge receipt within two (2) business days.
• Your request will be reviewed within ten (10) business days of receiving all necessary information.
• You will receive a written decision including the approved amount (if applicable), method of refund, and processing timeline.
• Approved refunds will be processed within fifteen (15) business days using the original payment method.

6. Dispute Resolution

• First level: Contact our Operations Director at operations@systemintegritymaintenance.com. Response within five (5) business days.
• Second level: Request formal review by our executive leadership team. Final determination within fifteen (15) business days.
• If unresolved, either party may pursue mediation and arbitration per our Terms of Service.

7. Force Majeure

In cases where service disruption is caused by events beyond our reasonable control, standard refund provisions may be modified. We will work with affected clients to determine fair remedies, which may include extended service credits, fee deferrals, or adjusted service terms.

8. Billing Errors

If you believe you have been billed in error, contact billing@systemintegritymaintenance.com within sixty (60) days. Verified billing errors will be corrected and refunded promptly, regardless of other refund policy provisions.

9. Policy Modifications

System Integrity Maintenance reserves the right to modify this Refund Policy at any time. Material changes will be communicated to active clients via email at least thirty (30) days before taking effect. The policy in effect at the time of your service purchase or most recent renewal will apply to related refund requests.