In short: the diagnosis is free. You pay only after you have accepted the fixed price. If we do not fix the agreed problem, you get the amount you paid for that job back in full.
1. Free diagnosis
We first establish for free what is wrong. If we cannot identify the problem, you pay nothing.
2. Prepayment
You receive a quote with a fixed price and scope. After your acceptance, verification of your authority (see terms cl. 5) and your payment through our payment link, we start. Larger jobs (from about EUR 1,000) can be paid in stages. The VAT rate or reverse-charge treatment is stated on the quote and invoice.
3. Money back if we do not fix it (no-fix-no-fee)
3.1 If we do not deliver the agreed result (we cannot solve the problem, or must stop for a reason not caused by you), we refund the amount you paid for that job in full. Exception: third-party costs you expressly approved and that cannot be recovered (for example a licence bought).
3.2 Partial result: we offer a proportionate refund or a new proposal for the rest.
3.3 Timing: within 14 days of our notice that the result was not achieved. How: back to the original payment method. Your bank may need extra time.
3.4 You do not need to file anything; we start the refund ourselves. If you think we did not deliver and we say we did, e-mail us your reason; we reply within 3 business days.
4. Cancelling by you
- Before we have started: full refund.
- After we have started: we deduct the proportionate part of the fixed price for work already done and refund the rest.
- Refund within 14 days of your cancellation.
5. We refuse or stop
If we refuse a job before the start (for example verification fails, unsafe or prohibited request), you pay nothing or get everything back. In case of abuse or fraud we may deduct reasonable investigation costs.
6. When there is no refund
- You change or reverse the result yourself after delivery.
- The problem is outside the agreed scope.
- A new problem arises after delivery from another cause (such as a new plugin, a new attack through weak passwords, changes by third parties).
- You do not give requested cooperation despite a reminder.
- You accepted the delivery: you had 7 days to report a defect. A defect reported within that period we repair free of charge, or you get a refund if that fails.
7. Care plans
- You can cancel at any time by e-mail or the contact form. Cancellation takes effect at the end of the current paid month. We do not refund the current month and charge nothing afterwards.
- We announce price changes at least 30 days in advance; you may then cancel free of charge before the effective date.
- If we do not deliver the plan through our own fault (for example a backup we did not run), you get a proportionate refund or credit for that period.
- If payment fails we may suspend the service after a reminder.
- After the end we delete credentials within 7 days and backups within 30 days, unless you request them earlier.
8. Payment disputes (chargebacks)
If you have a problem with a payment, e-mail us first: we usually solve it faster than your bank. If you still start a dispute with your bank or card issuer, we send evidence of our service (quote, acceptance, communication, work log) to the payment provider and may suspend the service. For a justified dispute we refund.
9. Consumers
Our services are for businesses and professionals. If you are a consumer after all, your statutory rights apply, including the withdrawal arrangement in clause 25 of the terms.
10. Contact
contact@itbugsolutions.com or the contact form. We work by e-mail, the form and chat; telephone contact is not always possible.