Connect Global Help operates on a simple principle: resolved or refunded. If we cannot fix your issue in the support session, you do not pay. This page explains exactly how that works.
1. Our "Resolved or Refunded" Guarantee
If a specialist is unable to resolve your reported issue during the support session, you are entitled to a full refund of the session fee. No questions asked, no partial refunds — full refund.
2. Eligibility for Refund
You are eligible for a full refund if:
- The specific issue you contacted us about was not resolved during the session
- The refund request is submitted within 7 days of the session date
- You cooperated with the specialist's diagnostic steps and provided accurate information about the issue
Refunds are not available if:
- The issue was resolved during the session and recurred later due to unrelated causes (e.g., new Windows update, hardware failure)
- You requested a refund because you changed your mind after a successful resolution
- The issue could not be diagnosed remotely due to hardware failure requiring physical repair (we will inform you of this before charging)
- You provided inaccurate device information that made the diagnosis impossible
3. How to Request a Refund
Email [email protected] with:
- Your name and email address used for the session
- The session date and approximate time
- A brief description of the issue and why it was not resolved
We will acknowledge your request within 24 hours and issue an approved refund within 5 business days to your original payment method.
4. Product Purchases
Products purchased through Amazon affiliate links are subject to Amazon's own return policy. Connect Global Help does not process returns for products purchased through third-party retailers.
5. Questions
Contact us at [email protected] or via the Contact page.