Refund and Return Policy - Max-Tech I.T Solutions

Overview

At Max-Tech I.T Solutions, we are committed to clear, fair terms for refunds, returns, cancellations, and service adjustments. This policy covers all Max-Tech services and product sales, including hardware and equipment purchased through us (online, in-store, quote, or invoice), Device Care subscriptions, repairs, projects, hosting, and related work.

Where this policy conflicts with a signed quotation, invoice, or project agreement for your order, that written agreement applies for that order. Mandatory Nigerian consumer protections under the Federal Competition and Consumer Protection Act (FCCPA) and any manufacturer warranty still apply where required by law. Rights that Nigerian law does not allow us to exclude (especially for defective goods or services) are not limited by "final sale" wording below.

Services, subscriptions, and digital payments: eligible refunds are typically completed within (Seven) 7 working days of approval, subject to your bank or payment provider.

Hardware and equipment purchases (computers, parts, accessories, and similar): no refund or return for change of mind. Refund or replacement applies only if the item is defective, not working (including DOA), or we supplied the wrong specification. Approved fault-related refunds usually take (Fifteen to Twenty) 15-20 working days after inspection.

This policy applies to one-time projects, hardware sales, recurring hosting and cloud services, and all Bronze, Silver, and Gold Device Care subscriptions.

Hardware and Equipment Purchases

This section applies when you buy physical products from Max-Tech. That includes computers, laptops, tablets, phones, monitors, printers, storage devices, networking equipment, CCTV and access-control hardware, power accessories, spare parts, components, and any other IT equipment.

Important: no refund or return for change of mind

All hardware sales are final once payment is completed and the item is collected or delivered in good working condition. There is no refund and no return if you later change your mind, prefer a different brand or model, find a cheaper price elsewhere, ordered the wrong item by mistake, no longer need the product, or simply decide not to keep it.

A refund, replacement, or repair path is available only when the product is defective, not working, DOA (dead on arrival), or we supplied the wrong item against a specification we confirmed in writing.

What is covered (faulty or not working)

•Dead on arrival (DOA): the device or part does not power on, does not boot, or fails basic function when first tested after collection or delivery.
•Manufacturing defect: a clear hardware fault present at sale (for example screen failure, dead ports, non-functional drive, or part that does not meet the stated specification).
•Our supply error: we delivered a different model, capacity, or specification than what we confirmed on your invoice or written quote.
•Report these issues as soon as possible, and within (Forty-eight) 48 hours of collection or delivery for DOA claims, with your invoice number, serial number, and photos or video of the fault.
•We will test or inspect the item. If the fault is confirmed and not caused by misuse, you may receive a replacement of the same model (or an agreed equivalent) or a full refund if replacement is not reasonably available.

What is not covered (no refund / no return)

•Change of mind, buyer's remorse, or deciding you no longer want the computer, part, or accessory
•Ordering the wrong size, colour, capacity, or model when the delivered item matches what you paid for
•Finding a lower price after purchase, or preferring another brand after collection
•Software preference, performance expectations that were never guaranteed on the invoice, or "I thought it would be faster / bigger" when the specs match the sale
•Unopened or sealed stock: even if unused, change of mind does not create a return right
•Damage after sale: liquid, drop, power surge, incorrect voltage, cracked screen, missing screws, or third-party repair
•Virus, malware, account lock, forgotten passwords, or software configuration issues on a working device
•Wear parts and consumables after use (batteries, fans, thermal paste, ink) unless DOA at first power-on

Computers, laptops, and complete systems

•Sale is final once the system is paid for and handed over or delivered working, with agreed accessories listed on the invoice.
•If it does not work at first use (DOA / confirmed defect), we repair, replace, or refund as above after inspection.
•Custom-built or special-order PCs follow the same rule: no change-of-mind return; fault-only support.
•After the DOA window, ongoing hardware faults are handled under manufacturer warranty (repair or replace by the brand process), not as an automatic cash refund from Max-Tech.

Spare parts, components, and accessories

•RAM, SSDs, HDDs, screens, batteries, chargers, motherboards, adapters, and similar parts: no refund or return for change of mind, even if sealed.
•If a part is DOA or proven defective, we replace it or refund after testing.
•Compatibility is your responsibility unless we selected the part against a written Max-Tech diagnosis or quote. Wrong part chosen by the customer is not refundable.

Parts ordered for a repair job

•Once you approve a repair estimate and we order or install parts, those part charges are non-refundable if you change your mind or cancel the job.
•If the part itself is defective or the wrong part was ordered due to our error, we replace it at no charge.
•If the diagnosis changes after your approval, we will re-quote before ordering further parts.

Manufacturer warranty (after sale)

•Working products that develop a fault later are normally covered by the brand or manufacturer warranty, not by a Max-Tech change-of-mind refund.
•Where we can assist, we help with diagnosis, paperwork, and logistics. Outcomes (repair, replace, or reject) follow the manufacturer process and timelines.
•Warranty does not mean an automatic refund. Cash refund from Max-Tech applies only for confirmed DOA / our supply error as set out above, or where required by applicable law.

Refund timing (fault cases only)

•After we confirm a defect or DOA and approve a refund (or after we receive and inspect a returned faulty unit), refunds to your original payment method normally take (Fifteen to Twenty) 15-20 working days.
•Bank transfers, card settlements, and Paystack timelines may add a few extra days beyond our processing window.

How to Report a Faulty Product

•Contact us before bringing or shipping anything back. Unapproved returns may be refused.
•Provide invoice or receipt number, product serial number, and a clear description of what is not working (photos or video help).
•Bring or send the complete item with accessories for testing. Incomplete units may delay or block a claim.
•After inspection, we confirm replacement, warranty path, or refund (fault cases only) in writing by email or WhatsApp business message.
•Change-of-mind requests will be declined politely and clearly under this policy.

Service Categories and Refund Terms

IT Consultation and On-Site Support

•Full refund if cancelled at least (Twenty-four) 24 hours before the scheduled consultation or visit
•(Fifty) 50% refund for cancellations made (Two to Twenty-four) 2-24 hours before the appointment
•No refund for same-day cancellations or no-shows (travel or slot may already be reserved)

Hardware Repair Services

•Device Care subscribers: While your Device Care subscription is active and in good standing, we do not charge a separate diagnostics fee or service charge for evaluation and plan-scoped labor on covered devices within your enrolled counts when the work is within your plan scope. Parts, labor outside the plan, or declined estimates may still be non-refundable once work or ordering has started.
•Non-subscribers: diagnostic fees are usually non-refundable once evaluation has started
•Full refund of unused repair labor if we cannot repair the device after diagnosis (parts already ordered follow the parts rules above)
•Partial refund for cancelled repairs before work begins
•No refund for completed repairs or if you change your mind after work starts

Software Services and Development

•Before development starts: full refund of fees paid for the project (less any non-refundable discovery or third-party licence fees already paid on your behalf, if stated on the quote)
•After kickoff / development has begun: partial refund based on work completed. We deduct the value of milestones, sprints, or deliverables already approved or handed over
•Typical guide (unless your signed quote says otherwise): about (Seventy-five) 75% refund if under (Twenty-five) 25% complete; about (Fifty) 50% if under (Fifty) 50% complete; about (Twenty-five) 25% if under (Seventy-five) 75% complete; no cash refund at or above (Seventy-five) 75% complete (service credit may be offered at our discretion)
•Change requests that expand scope are billed separately and are not refundable once that extra work is done
•No refund for completed projects, production go-live, or software delivered and accepted (including email or written sign-off)
•Source code, licences, and credentials already transferred to you remain yours for paid work; unused prepaid future maintenance may be credited if unused and agreed in writing

Web, Mobile App, and Digital Projects

•Deposit / kickoff fee: may be non-refundable once discovery, wireframes, or design has started, as stated on your quote or proposal
•Cancellation before any discovery or design work: full refund of unused project fees (excluding third-party costs already incurred with your approval)
•Mid-project cancellation: refund or credit equals the unused value of remaining milestones after deducting work already approved (design, builds, content, integrations, testing)
•Hosting, domain, app-store, SMS, payment-gateway, or API fees paid to third parties on your behalf are generally non-refundable
•Delays caused by missing content, credentials, or approvals from your side do not create an automatic refund; we may pause the timeline or re-quote standby time
•No refund after final handover and acceptance of deliverables (site live, app submitted/released, or sign-off email)
•Post-launch bug fixes covered by a warranty period in your quote are support, not a refund trigger, unless we fail to meet that warranty after written notice

Security System Installation (CCTV, Access Control)

•Before equipment is ordered: full refund of installation and project fees paid (survey fees already used may be non-refundable if disclosed)
•After equipment is ordered but before install: partial refund of labour/project fees, minus equipment cost, supplier restocking, and freight. Hardware follows the Hardware and Equipment Purchases rules
•No refund once on-site installation, cabling, or mounting has begun
•Equipment already purchased for the job: no change-of-mind return; refund or replace only if faulty, DOA, or wrong item we confirmed
•If we cannot complete installation for reasons on our side (after equipment is on site), we finish the job, rearrange at no extra labour charge where fair, or refund unused labour. Equipment already supplied still follows hardware fault-only rules
•Monitoring subscriptions or cloud NVR fees billed by third parties are subject to that provider's terms and are usually non-refundable once activated

Network, Cybersecurity, and IT Audit

•Before assessment or fieldwork begins: full refund of unused professional fees
•After kickoff: partial refund for unused remaining scope (days or modules not started), minus work already performed (interviews, scans, configs, documentation in progress)
•No refund for completed audit reports, penetration-test summaries, hardening already applied, or training sessions already delivered
•Third-party licence, scanner, or certificate fees paid on your behalf are generally non-refundable
•Emergency incident response billed hourly: hours already worked are non-refundable; unused prepaid retainers may be credited if agreed in writing
•Recommendations not implemented by your team do not qualify for a refund of the assessment fee

Data Recovery Services

•Evaluation / diagnostic fee is non-refundable once evaluation begins (opening the drive, imaging, or lab assessment), as disclosed before we start
•If we cannot recover any usable data and you stop further attempts: refund of the recovery fee (not the diagnostic), unless your quote states a no-data, no-fee recovery package that already rolled diagnosis into one price
•Partial recovery delivered as agreed counts as a completed attempt for that scope. No refund of the recovery fee once that attempt is finished and results are handed over
•No refund if you decline our recommended approach after diagnosis but we have already completed the paid evaluation
•Physical damage, prior DIY attempts, or encrypted volumes may reduce success odds. That risk is explained at diagnosis and does not by itself create a refund beyond the rules above
•Media (USB, drive) we use to return your data may carry a small materials charge that is non-refundable once written

Design Services (Web Design, UI/UX, Brand and Identity, Graphic Design)

•Before design work begins: full refund of unused design fees (stock assets already purchased with your approval may be deducted)
•After concepts start: partial refund by stage. Example guide unless your quote differs: full refund before first concepts; about (Fifty) 50% after first concepts if you cancel before revisions; about (Twenty-five) 25% during revision rounds; no cash refund after final files are approved
•Round of revisions included in the quote are part of the fee. Extra rounds are billable and non-refundable once produced
•No refund once final deliverables (logo pack, UI kit, print-ready files, brand guidelines) have been approved and delivered
•If you pause a project more than (Sixty) 60 days without reply, we may close it and apply fees to work already done; unused balance may be held as credit for a limited time if agreed

Hosting, Domain, Email, VPS, SSL, and Cloud

•Web hosting: pro-rated refund within the first (Thirty) 30 days if we fail to meet the published SLA and cannot cure after written notice. Abuse, unpaid invoices, or customer-caused outages are excluded
•Domain registration and transfers: generally non-refundable once submitted to the registry (third-party fees)
•SSL / TLS certificates: generally non-refundable once issued by the certificate authority
•Email hosting: unused prepaid months may be pro-rated if cancelled under plan rules and no migration hold applies; mailbox content export is your responsibility before closure
•VPS and cloud: pro-rated refund for unused prepaid time if cancelled under your plan rules. Instant / hourly resources already consumed are charged
•Migration services: full refund if cancelled before work begins; partial refund if cancelled mid-migration for unused remaining hours; no refund after cutover is complete
•Suspensions for non-payment or policy abuse do not create a refund of the current billing period

Training, Workshops, and Learning Programs

•(Seven) 7 or more days before start: full refund of course fees (minus any non-refundable materials already shipped or seat licences bought for you)
•(Three to Six) 3-6 days before start: (Fifty) 50% refund of course fees
•Within (Forty-eight) 48 hours of start, or after the class has begun: no refund. Seats and trainer time are reserved
•No refund after digital materials, LMS access, or physical workbooks have been issued or consumed
•You may transfer your seat to another person from your organisation if you notify us at least (Forty-eight) 48 hours before start (subject to prerequisites)
•If we cancel or reschedule a class, you may choose a full refund or a free move to the next date
•Corporate group bookings follow the same timelines unless a signed training agreement states different terms

Device Care Subscriptions (Bronze, Silver, Gold)

•Diagnostics and service charge: During an active paid subscription term, no separate diagnostics fee or service charge is charged for technical evaluation and plan-scoped labor on covered All-In-One PC, CPU, Laptop, Mobile Phone, Tablet, Handheld, Camera, Printer, Photocopier, Monitor, Gaming Console within your enrolled device counts when you request service for issues within your plan scope (see our Terms of Service and SLA).
•Full refund if cancelled before onboarding, assessment, or first maintenance session starts
•Pro-rated refund may apply for 6-month and yearly subscriptions where no scheduled session for the current billing cycle has been used
•No refund for completed service periods, completed maintenance visits, or emergency support already delivered
•Plan downgrades or upgrades are supported and any approved balance may be converted to service credit where applicable
•Hardware you buy while on Device Care still follows the Hardware and Equipment Purchases section: no change-of-mind refund; defective or not working only

Refund Process

Refunds are issued to the original payment method where possible. Timing after approval: most services and subscriptions are completed within (Seven) 7 working days. For hardware that is confirmed defective or DOA, refunds typically require (Fifteen to Twenty) 15-20 working days after approval and inspection. Change-of-mind hardware requests are not eligible.

1.Submit your request by email to info@mtechitng.net or call +234 903 050-5693

2.Include your name, invoice or order number, product serial (for hardware), service details, and reason for the refund or return

3.We will review your request within (Two to Three) 2-3 business days

4.If eligible, we initiate your refund: within (Seven) 7 working days for services and subscriptions; within (Fifteen to Twenty) 15-20 working days for approved hardware fault or DOA cases after inspection. Change-of-mind hardware sales are not refunded.

5.Refunds are issued to the original payment method (or as service credit if you request and we agree)

Exceptions and Special Circumstances

We may make exceptions in special circumstances, including:

• Service quality issues or technical problems on our end
• Wrong item supplied or specification we confirmed in error
• Emergency situations or force majeure events
• Long-term customer relationships and loyalty
• Cases where we cannot fulfill our service or supply obligations

Nigerian Consumer Redress

If you are not satisfied after using our internal refund process, you may seek further help under Nigerian consumer law, including through the Federal Competition and Consumer Protection Commission (FCCPC). Disputes are otherwise handled under our Terms and Conditions (laws of the Federal Republic of Nigeria; Lagos State courts or arbitration as stated there).

A short DOA reporting window helps us investigate quickly. It does not remove longer statutory remedies for defective goods where Nigerian law still requires them.

Contact us

Questions about refunds or hardware returns, or ready to start a request:

info@mtechitng.net

abuse@mtechitng.net

+234 903 050-5693

18, Oba Yekini Elegushi Rd, Ikate - Elegushi, Lagos, Nigeria

Policy Updates

This policy may be updated from time to time. Significant changes will be noted on this page.