Warranty and money back guarantee
if you are not satisfied with the service we provided you! money back guaranteed*, our services comes with at least 30 days warranty, new hardware comes with at least one year warranty. We make sure the service we provide you is complete, and we ensure the technical issue was resolved. If your technical issue raise again with the same symptoms within 30 days after we close your technical support ticket, you may request technical support service free of charge, or we will issue you a *refund as per our return and exchange policy.
Service providers and consultation
upon receiving our recommendation, consultation and work order plan, our service provider will need your approval on the proposed change, fix, solution, parts, hardware, software, cost and estimated time to complete the work order.
Return and exchange
all new hardware, parts and software comes with at least one year warranty, this includes parts and labor, we don’t accept return and exchange once shipped, delivered or installed unless it is defective. Monthly/yearly membership can be canceled anytime as long you haven’t request a service in the last 30 days. If your technical problem raise again with the same symptoms within 30 days after we close your technical support service request, you may request technical support service free of charge, or we will issue you a refund. *refund will be for all the service fees, excluding any hardware/software/parts/shipping fees, *refund will be issued only if the same technical symptoms or issue occurred again to the same hardware/software/device/website we serviced within 30 days after we close your support ticket.
Late or missing refunds
if you haven’t received a refund yet, first check your bank account again, then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us through “Request service / Contact us“, We only replace items if they are defective or damaged, as long they are still under warranty. You will be responsible for paying for your own shipping costs for returning your item, shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund, depending on where you live, the time it may take for your exchanged product to reach you may vary, if you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Rates and fees
our memberships rates are flexible, means you can pay in full “one payment” for a year and save more, while paying monthly add an extra cost to your membership. We charge $90/hour service fees, you can get free estimate over the phone, email or webform, but this might not be the actual costs, actual costs are determined once the tech/Eng. is on-site and after performing the diagnostics, however you can still get a free diagnostic if you decide to proceed with the fix our tech proposed, otherwise we will charge an on-site diagnostic fee to cover the tech travel expense and time which is usually for 20 minuets “$30” and maximum an hour “$90”. For pickup and delivery service, we will collect and diagnose your device, and provide you the total cost upfront, no hidden fees, if you decided to proceed with the proposed fix we will not charge pickup/delivery fees, if the device is not fixable, or you decided not to proceed with the proposed fix, we will charge pickup and delivery fees which is “$30”. rates subject to change
Memberships
*free remote support service included, this is to cover the tech time “fees” up to 45 minutes as long as the customer is able to join a remote support session. *free on-site laptop/desktop support services included, this is to cover laptop/desktop device operating system reinstall, restore, reconfigure and troubleshoot, excluding software and OS licensing/subscription fees, new hardware or replacement parts. *free end of year promotions and perks, this includes but not limited to digital promotions, discounts, contract renewal offers and printed material. *membership can be cancelled anytime, you can cancel your membership anytime as long you haven’t request a service in the last 30 days. *discount on billable hours (regular rate $90 /hour), on services that are not covered under your membership plan, note that any free service included in your membership is completely free of charge.
Monthly / Yearly memberships payments
if you have monthly memberships recurring payments, you will receive a reminder email 3 days before your coming payment, Apamea Tech doesn’t store/hold/keep any customer financial data like a credit card information as per our “privacy policy“, hence you will have to make a payment manually each month, if you have yearly memberships, you are going to make one payment per year for all of your memberships, Apamea Tech doesn’t store/hold/keep any customer financial data like a credit card information as per our “privacy policy“, hence you will have to make a payment manually each time you renew/request a yearly membership.
Late payment
if you have a late payment you will be charged an extra $1 late payment fees on your next billing monthly payment.
Free Electronics Disposal
we collect, dispose and recycle old technology equipment’s free of charge, once electronics picked up, you agree and provide us your permission to dispose, delete data and recycle the devices, you will not be able to restore your old items once collected.
Service level agreements “SLA”
our commitment to our customer is to provide the best service and support with 100% customer satisfaction, we provide on-demand services means once we receive your service request we will try to accommodate your request ASAP based on our SLA and working hours, for customers with Golden membership, Mon-Sun | 8AM – 9PM, for customers with Standard membership, Mon-Sat | 8AM – 9PM, for customer with Basic membership Mon-Fri | 8AM-6PM, for customers without membership Mon-Fri | 8AM – 5PM, for customers with specific requirement our SLA as per the agreed contract.
Emergency service
we provide emergency services 24x7x365, if you are (a customer with a membership/contract or a returned customer), and need an emergency support/service outside of your membership SLA and our working time, you can always contact us, please note that emergency service fee might be applied as the following: customers with a contract, if your contract doesn’t include emergency service, there is an additional charge of “$250 Emergency fee”, customers with a membership “Basic, Standard or Golden” if your membership doesn’t include emergency service, there is an additional charge of “$150 Emergency fee”, customers with no membership or contract but (they are a returned customers), there is an additional charge of “$150 Emergency fee”, please note that emergency service is optional and it is not included by default in any contract/membership, you can request emergency service to be included in your membership at anytime for only $100/year | 1 x Emergency request/year, for customers with contract, you can request emergency service to be included in your contract at anytime for only $150/year | 1 x Emergency request/year. Emergency fee is an additional cost on the top of your billable hours if applicable.
Examples:
1 – A customer with an active membership plan of Standard plan (SLA for Standard plan is Mon – Sat | 8AM – 9PM), if the customer requested an emergency service outside the SLA, we will charge an emergency fee of $150, and if the service requested is included as part of the membership plan for example “on-site laptop/desktop support service”, then there is no other charges to be made other than the emergency service fee, new hardware/part/software if applicable, but if the service requested is not included in the membership plan for example “Server Support/Service”, then there are other charges to be added to the billable hours for services not included in your membership plan, in addition to the emergency service fee.
2 – A customer with an active membership plan of Standard plan (SLA for Standard plan is Mon – Sat | 8AM – 9PM), and the customer requested an optional emergency service fee to be added to the membership plan, if the customer requested an emergency service outside the SLA, the emergency fee will be waived, and if the service requested is included as part of the membership plan for example “on-site laptop/desktop support service”, then there is no charges/payment to be made, unless for new hardware/part/software if applicable, but if the service requested is not included in the membership plan for example “Server Support/Service”, then there are other charges to be added to the billable hours for services not included in the membership plan.
Privacy policy
by contacting or requesting a service from Apamea Tech CA, you agree on our “privacy policy“, terms and conditions.
if you have any questions please don’t hesitate to “Request service / Contact us“