JETCLOUD REFUND POLICY
JetCloud may, but is under no obligation to, honor requests for refunds for the following reasons:
Irreparable defects with the software:
Although all the products are thoroughly tested before release, unexpected errors may occur. This reason should be submitted to our Support Team for its approval of your refund request.
A request based on this reason is addressed on a case-by-case basis and subject to our approval. To prevent this kind of claim from arising, every customer is encouraged to check thoroughly- video overviews, demo links, product samples and screen shots of each type of the product offered before making a purchase.
Some products/services come in refund class with some time limitations, the details of which are clearly mentioned on the website.
*The funds that are actually refunded may not be equal to the funds you requested due to one or more of the following factors:
Our refund policy, foreign exchange conversion fluctuations, Bank charges, which may be deducted by our bank and/or yours.
Terms and Conditions
- JetCloud extends this SLA to its direct clients only. JetCloud is not liable for downtime caused by a reseller of its services.
- JetCloud offers SLA credits for use in future billing cycles only. SLA credits are non-transferrable in any way. SLA credits may not be exchanged for currency of any kind.
- SLA credit is calculated from the time a ticket is opened regarding the issue to the time the issue is resolved.
- Any Customer account not in good standing on payments is not eligible for SLA credit.
- Any Customer account which has had been out of good standing on payments 3 times or more within 12 months prior to the outage is not eligible for SLA credits.
- Any Customer server disconnected due to violation of the AUP/TOS is not eligible for SLA credit.
- All SLA claims must be made with the sales department, and will be issued as account credits.
- Any Customer making false SLA credit claims may be charged a $50 administrative fee per offense.
- All SLA claims must be made within seven days of the network downtime. SLA credits may take up to 15 days to authorize, process, and post to the Customer account.
- SLA credits may not exceed the full monthly amount of the server they are being applied to.
- SLA credit claims can only be made by an authorized user on the account. All other unauthorized claims will be denied.
- SLA credits may not be stacked, i.e. claiming SLA credit on both uplink downtime, as well as power downtime during the same incident.
- In no way does the JetCloud SLA include software of any sort. Operating system reloads do not qualify in any way for an SLA credit.
- Any form of management by JetCloud of Customer software is not eligible to be included in the JetCloud SLA. Any form of hardware reconfiguration due to software or management of software is not eligible to be included in the JetCloud SLA.
- Faulty hardware qualifies for the Hardware SLA only when 4 hours have passed from the time that a JetCloud Technician has officially diagnosed the problem as being caused by faulty hardware. Until diagnosis is confirmed, the Hardware SLA is inactive.
- Hardware upgrades are eligible for the Hardware SLA only after 4 Hours from the scheduled (between Customer and support) time for repair passes. All hardware upgrades must be scheduled with support in order to be eligible for the Hardware SLA. Immediate, or “as soon as possible” hardware upgrades are not eligible for the Hardware SLA.
- Any failure outside of the JetCloud network itself, including bandwidth carrier outages, are not eligible for SLA credit.
- Scheduled maintenance of JetCloud network is not eligible for any form of SLA credit.
- Acts of God, including weather, natural disaster, or any other disaster outside of the control of JetCloud are not eligible for SLA credit.
- The JetCloud SLA is subject to change or revision without notice.