Refund policy

Refund and Dispute Resolution

Microcom IT Services Ltd
Effective Date: 21-03-2025

 

1. Introduction

At Microcom IT Services Ltd, we are committed to
delivering high-quality IT solutions and services. This policy outlines our
approach to refunds, chargebacks, dispute resolution, and confidentiality in
accordance with UK law and international best practices.

This policy applies until and unless other specific terms
are agreed by and between the Company and its Customers.

2. Refund Policy

2.1 Eligibility for Refund

Customers may request a refund under the following
conditions:

• No refunds are eligible for any services rendered on customised requirements
  of the customers.
• If the service or product delivered is materially defective or not as described;
  the Customer will inform the Company immediately while such services are
  being designed or where early remediation can be made available.
• A refund request on materially unsatisfactory services can be made within 10
  calendar days from the date of delivery or service commencement.
• The service has not been fully consumed or materially used.

Refunds will not be issued for:

• Services that have been fully delivered and accepted.
• Delays caused by customer inaction or third-party failures beyond our control.

2.2 Return of Goods (if applicable)

For any physical goods (e.g. licensed hardware):

• Goods must be returned in original condition within 14 days.
• The cost of return shipping is the responsibility of the customer, unless the
  item is faulty.
• The refund , return of goods, and warranties etc of the actual manufacturer of such
  goods supersedes any other general terms.

2.3 Refund Method

Refunds will be processed using the original method of payment within 30 working days of refund approval. Where applicable, pro-rata refunds may be issued for partial services.

 

3. Invoicing and Payments

All invoices issued by Microcom IT Services Ltd include:

• Company name, registration number, and address.
• Detailed breakdown of services or goods provided.
• VAT registration (if applicable).
• Payment terms (typically Net 14 or as agreed contractually).

Payments must be made by the due date to avoid late payment interest or service suspension.

 

4. Chargebacks and Payment Disputes

Chargebacks are discouraged and should only be used as a last resort. We encourage clients to contact us directly to resolve any concerns. In the event of an unjustified chargeback:

• We reserve the right to pursue collection, legal action, or report the incident to credit authorities.
• Reinstatement of service may require payment of associated fees and resolution of the
  dispute.

 

5. Dispute Resolution

5.1 UK-Based Clients

We follow the principles set by the Consumer Protection from Unfair Trading Regulations. Disputes will first be addressed internally via our Customer Care team.

Where disputes remain unresolved:

• We may engage in Early Neutral Evaluation (ENE) or mediation.
• Legal disputes may be escalated to UK Small Claims Court or relevant
  jurisdiction.

5.2 International Clients

In cases involving international contracts or clients:

• Disputes may be resolved via International Arbitration, in accordance with
  UNCITRAL or ICC rules.
• An Anti-Suit Injunction may be sought to prevent legal proceedings in jurisdictions
  outside the agreed forum.

 

6. FRAND Terms

Where Microcom IT Services Ltd engages in licensing of technology, software, or IP that may be standard-essential, it does so on Fair, Reasonable, and Non-Discriminatory (FRAND) terms in accordance with applicable international laws and practices.

 

7. Confidentiality and Non-Disclosure

All parties agree to:

• Treat any shared commercial, technical, or customer information as confidential.
• Enter into a Non-Disclosure Agreement (NDA) where sensitive information
  is exchanged.
• Maintain confidentiality throughout dispute resolution and arbitration proceedings,
  unless disclosure is legally required.

 

8. Contact Us

For refund requests, chargeback disputes, or to initiate a dispute resolution process, please contact:

Customer Services

By Post:

Microcom IT Services Ltd
5 Willowfield, 22 Perryfield Road, Southgate, Crawley, UK. RH11 8FS

By Email:

[email protected]

 

This policy is subject to revision and must be read in
conjunction with your signed service agreement or project contract. All rights
reserved by Microcom IT Services Ltd.