Refund & Cancellation Policy

1. Legal Entity & Billing Descriptor

BookUsNerds operates as an independent technical support and consulting service provider.

Payments may appear on your bank or card statement as:
“BOOKUSNERDS” or a similar billing descriptor associated with our payment processor.

2. The “No-Fix, No-Fee” Commitment

BookUsNerds operates on a result-oriented support model. If our specialists cannot resolve your issue, you do not pay for the work that did not resolve it.

“Resolved” means we either (a) restored the device or service to working condition, (b) confirmed a root cause outside our scope (for example, a defective part or ISP outage) and documented it for you, or (c) provided a workable configuration or workaround that you accepted at the time of the session.

If none of (a)–(c) is achieved, we will refund the service fee in full, subject only to the trip-fee disclosure in Section 4 if an on-site visit took place. There are no other deductions, no “diagnostic surcharges,” and no discretionary clauses applied against this commitment.

3. 7-Day Service Warranty

If the same technical issue reoccurs within 7 days of your completed support session, you are entitled to one of the following at your choice:

• One complimentary follow-up session to address the recurrence, at no additional cost; or
• A full refund of the original service fee under the No-Fix, No-Fee commitment in Section 2.

4. On-Site Visits & Trip Fee

When you book an on-site visit, the price quoted at booking (for example, the on-site dispatch plan listed on our Pricing page) is an all-inclusive flat fee that covers travel, diagnostic work, and the support session itself. There are no hidden dispatch surcharges added after arrival.

If you have prepaid for an on-site visit, the refund rules are:

• Cancelled before the specialist is dispatched (en route): 100% refund.
• Cancelled while the specialist is en route, or specialist arrives but no diagnostic work is performed (for example, you are not home, the device is inaccessible, or you decline to proceed at the door): a flat trip fee of $49 is retained and the remainder of the prepaid amount is refunded. This trip fee is disclosed here and is also stated in your booking confirmation before any charge is processed.
• Specialist arrives and diagnostic work is performed: the No-Fix, No-Fee commitment in Section 2 applies. If we resolve the issue, no refund is due. If we cannot resolve it, the full prepaid amount is refunded, minus only the $49 trip fee.

Under no circumstances will the maximum amount retained for an unsuccessful on-site visit exceed the $49 trip fee.

5. Situations Outside Our Control

The No-Fix, No-Fee commitment applies to the work BookUsNerds performs. The following situations are not failures of our work and therefore do not, on their own, entitle you to a refund of work that was completed successfully:

• Hardware defects. If a diagnostic confirms the device itself is physically damaged or defective, our diagnostic was successful even though replacement is required. We will provide written documentation of the diagnosis on request.
• Internet Service Provider (ISP) outages. If your issue is caused by an outage, throttling, or misconfiguration on your ISP’s side and we confirm this, our diagnostic was successful.
• Third-party software or manufacturer restrictions. Some issues cannot be resolved due to manufacturer limitations, unsupported or end-of-life software, expired warranties, or vendor-locked configurations. Where we confirm such a restriction, our diagnostic was successful.

If any of these situations is identified before any meaningful diagnostic work begins (for example, you tell us up front that the device is physically broken), no charge will be applied beyond the trip fee in Section 4, if any.

6. Cancellations

You may cancel a scheduled phone or on-site service at any time before it begins. Cancellation refunds follow the timing rules in Section 4 for on-site visits, or 100% for phone-only services that have not yet started.

7. Refund Processing Time

To request a refund, please contact our support team with your service details or appointment information.

Approved refunds are typically processed back to the original payment method within 5–7 business days depending on your financial institution or payment provider.

8. Contact Us

For billing, cancellation, or refund-related questions, please contact:

BookUsNerds Support Team
Email: support@bookusnerds.com
Phone: (844) 555-0100
Website: bookusnerds.com