Return & Refund Policy

Official Return Policy

1. Service Nature & Refund Policy

Our premium technical support services are non-refundable once support begins due to the specialized, time-sensitive nature of remote technical assistance.

2. Pre-Session Cancellation Window

Full refund available within 5 minutes of purchase if no support session has started:

• Cancellation must be requested before technician connection
• Instant refund to original payment method
• No questions asked - 100% refund guaranteed

3. Post-Session Refunds

No refunds after support session begins. This includes:

• Any remote access session (even if terminated early)
• Live chat sessions with technicians
• Phone support sessions

4. Refund Processing Timeline

Refund Type	Timeframe	Processing Time	Status
Pre-Session (0-5 min)	Before technician joins	Instant (30 seconds)	✅ Full Refund
Post-Session	After support begins	N/A	❌ No Refund
Payment Disputes	Chargeback attempts	7-14 days	⚠️ Account Suspension
Service Guarantee	Issue not resolved	24 hours	🔄 Free Re-support

5. Service Guarantee (No Cost Extension)

If we cannot resolve your issue during the paid session:

• Free follow-up session (same issue only)
• Extended remote access time at no additional cost
• Priority technician assignment
• 99.9% resolution rate guarantee

6. Payment Processing

All payments processed securely via:

• Stripe (PCI-DSS Level 1 compliant)
• PayPal (Buyer Protection eligible)
• No card details stored on our servers
• All transactions encrypted end-to-end

7. Chargeback Policy

Unauthorized chargebacks will result in:

• Permanent account suspension
• Legal action for recovery fees
• Collection agency involvement
• No future service eligibility

8. International Refunds

Currency conversion fees may apply:

• USD base currency for all transactions
• Your bank/card issuer determines final conversion rate
• International refunds processed within 3-5 business days

9. Contact for Refund Requests

Submit refund requests to:

Email: refunds@malwarebytes-help.com
Subject: "Refund Request - Order #[Your Order Number]"
Response Time: Within 24 hours

This Return Policy was last updated on February 19, 2026.
We reserve the right to modify this policy. Changes effective immediately upon posting.