Refund Policy
At IT8, we take pride in delivering high-quality IT solutions and managed services to our clients. Our refund policy is designed to ensure fairness and transparency while maintaining the integrity of our business operations.
1. Services Covered
This policy applies to the following services:
- Managed IT Support Plans
- Cloud and Hosting Services
- VoIP and Communications Services
- Hardware and Software Procurement
- Project-Based IT Work
2. Refund Eligibility
Refunds may be considered under the following circumstances:
- Service Not Delivered: If a prepaid service has not commenced or been delivered within the agreed timeframe.
- Duplicate Payment: If a client has been charged more than once for the same service.
- Cancellation Before Commencement: If a client cancels before any service activity has begun and no resources have been allocated.
3. Non-Refundable Items
Refunds will not be issued for:
- Services already rendered or partially completed. (Unless otherwise agreed)
- Custom hardware, software licenses, or digital products once delivered.
- Subscription periods that have already elapsed.
- Labour or consultancy work that has been initiated.
4. Requesting a Refund
To request a refund, please contact our accounts team via: accounts@it8.com.au
Include your invoice number, service details, and the reason for your request.
Refunds will be reviewed within 7 business days. If approved, funds will be returned via the original payment method within 10 business days of approval.
5. Service Cancellations
Managed Service agreements can be cancelled with 30 days’ written notice. Any prepaid fees for future months beyond that period will be refunded, minus any outstanding charges or commitments.
6. Disputes
If you believe an error has occurred, please notify us within 14 days of the charge. We’ll investigate promptly and work toward a fair resolution.
7. Contact
For all billing and refund inquiries: accounts@it8.com.au
Warranty Policy
At IT8, we stand behind the quality of our work and the reliability of the products we supply. Our warranty policy ensures that our clients receive dependable service and genuine support should any issues arise.
1. Coverage Overview
This warranty applies to all hardware components, software installations, and IT services provided directly by IT8.
Our coverage is designed to protect clients from defects in materials, workmanship, and service delivery within the defined warranty periods below.
2. Warranty Periods
Hardware & Parts
- All hardware components and physical parts supplied by IT8 are covered by a 12-month warranty from the date of purchase or installation.
- This covers manufacturing defects and failures under normal operating conditions.
Services & Consulting
- All labour, consulting, and technical services performed by IT8 are covered by a 30-day warranty from the date of completion.
- This ensures that work delivered meets the agreed scope and performs as intended.
3. Warranty Exclusions
This warranty does not cover:
- Damage caused by misuse, neglect, accidents, or environmental factors (e.g., power surges, liquid damage).
- Third-party modifications, repairs, or software installations performed without IT8 approval.
- Issues arising from user error, unauthorised configuration changes, or non-IT8 supplied components.
- Normal wear and tear on consumables (e.g., cables, batteries, peripherals).
4. Warranty Claims
To lodge a warranty claim: support@it8.com.au
Please include:
- Your invoice number
- A brief description of the issue
- Supporting details (e.g., photos, error logs, or serial numbers)
Our team will review your claim within 5 business days.
If approved, IT8 will either:
- Repair or replace the defective item, or
- Re-perform the service at no additional cost.
5. Limitations of Liability
IT8’s liability under this warranty is limited to repair, replacement, or re-performance of the covered item or service.
IT8 is not responsible for data loss, indirect damages, or downtime resulting from equipment or service failure.