Refund Policy

1. Overview

At Panacea-Tech, we stand behind the quality of our products and services. Our refund policy is designed to be fair, transparent, and to ensure your complete satisfaction. This policy outlines the terms and conditions for refunds across our various offerings.

We understand that circumstances can vary, and we approach each refund request with our commitment to exceptional customer service. If you encounter any issues with our products or services, we encourage you to contact us first so we can work together to find a resolution.

2. Hardware & Solution Bundles

30-Day Money Back Guarantee: All hardware products and pre-configured solution bundles come with a 30-day money-back guarantee. If you are not completely satisfied with your purchase, you may return it within 30 days of the delivery date for a full refund of the purchase price.

Return Condition Requirements: To qualify for a full refund, returned hardware must meet the following conditions:

• The product must be in its original packaging
• All components, accessories, manuals, and documentation must be included
• The product must be in good physical condition without damage beyond normal wear
• The product must be wiped of any personal data (we can assist with this if needed)

Restocking Fee: A 15% restocking fee may apply to hardware returns in the following cases:

• The product packaging has been opened but the product is otherwise unused
• The product shows signs of use or installation
• Any accessories or components are missing

Non-Refundable Items: The following hardware items are non-refundable:

• Custom-built or specially ordered equipment (unless defective)
• Products with removed or damaged serial numbers
• Software licenses that have been activated
• Products damaged due to misuse, accidents, or improper handling

Defective Products: Defective products can be returned for replacement or refund within the warranty period. If a product is found to be defective within 30 days of purchase, we'll cover return shipping costs. After 30 days, manufacturer warranty terms apply.

3. Professional Services

Service Satisfaction Guarantee: If you are not satisfied with the quality of our professional services, please notify us within 7 days of service completion. We will work with you to address your concerns and potentially provide:

• Additional work to correct the issue at no extra charge
• Partial refund if the service cannot be corrected to your satisfaction
• Full refund if the service delivered fundamentally fails to meet the agreed-upon specifications

Project-Based Services: For larger project-based services, refund terms will be specified in your service agreement. Typically, these include:

• Milestone-based payments with approval checkpoints
• Defined acceptance criteria for each deliverable
• Specific remediation processes before refunds are considered

Consulting and Support Hours: Prepaid consulting or support hours are non-refundable but have a 12-month validity period from the date of purchase. Unused hours after this period may be eligible for extension on a case-by-case basis.

4. Subscription Services

Pro-rated Refunds: For subscription services, you may cancel at any time. We offer pro-rated refunds for the unused portion of your current billing period.

Service Level Agreement (SLA): If we fail to meet our SLA commitments for subscription services, you may be eligible for service credits or partial refunds as detailed in your service agreement.

Annual Subscriptions: Annual subscriptions paid in advance may be eligible for a refund of the remaining months, less any applicable discounts received for the annual commitment. For example, if you received a 20% discount for annual billing, this discount would be factored into the refund calculation.

Subscription Opt-In Only: In keeping with our philosophy, we only provide subscription services when explicitly requested. You will never be automatically enrolled in a subscription, and all renewal terms will be clearly communicated.

5. Refund Process

Initiating a Refund: To request a refund, please contact our support team through one of the following methods:

• Email: support@panacea-tech.net
• Submit a request through our contact form
• Call our customer support: (478) 298-5019

Required Information: Please provide the following information when requesting a refund:

• Order number or invoice number
• Product or service name
• Purchase date
• Reason for refund request
• Preferred refund method

Processing Time: We aim to process all refund requests within 3-5 business days of approval. Once processed, the refund may take an additional 3-10 business days to appear on your original payment method, depending on your financial institution.

Refund Methods: Refunds are typically issued to the original payment method. If the original payment method is unavailable, we will work with you to find an alternative solution.

Return Shipping: For hardware returns, you are responsible for return shipping costs unless the product is defective or we shipped the wrong item. We recommend using a trackable shipping service and purchasing shipping insurance for your protection.

6. Exceptions & Special Circumstances

Force Majeure: In cases of events beyond our reasonable control (natural disasters, power outages, etc.), we may adjust our refund policy accordingly.

Custom Solutions: Customized solutions, whether hardware or software, may have special refund terms that will be clearly communicated before purchase.

Volume Purchases: Special refund terms may apply to volume purchases or enterprise agreements. These terms will be specified in your purchase agreement.

Customer Goodwill: In some situations, even if a refund isn't strictly covered by this policy, we may offer a goodwill refund or credit. These decisions are made on a case-by-case basis.

Promotional Items or Free Services: Promotional items, free services, or products received as part of a bundle or promotion may not be eligible for cash refunds but may qualify for exchange or store credit.

7. Contact Information

If you have any questions about our Refund Policy, please contact us at:

We value your satisfaction and are committed to resolving any issues promptly and fairly. If you're experiencing any problems with our products or services, please don't hesitate to reach out to us before requesting a refund – we're here to help!