Refund & Cancellation Policy

Because we sell licences, subscriptions and set-up work rather than physical goods, different rules apply to different products. Read the section that matches what you bought. A written quote or invoice from us may vary these terms for your order.

1. Software licences (for example Bitdefender)

• Licences are issued by the software vendor and are governed by the vendor's own terms and refund rules.
• If a licence has not been activated or redeemed, you may ask us for a cancellation within 7 days of purchase and we will request a refund from the vendor on your behalf.
• Once a licence key has been activated, delivered or redeemed, it generally cannot be refunded by us, because it cannot be returned or reused. Vendor money-back guarantees, where they exist, are applied under the vendor's terms and we will help you claim.
• Renewals: subscriptions may renew automatically under the vendor's terms unless we are told to cancel. Please tell us at least 7 days before the renewal date if you do not want to renew.

2. Cloud backup and storage (for example Backblaze)

• Cloud backup is billed on a recurring basis, usually monthly, in line with the plan we agree with you. Storage and usage charges, where applicable, follow the vendor's pricing.
• You may cancel at any time. Cancellation takes effect at the end of the current billing period and we do not refund part-periods already started.
• Please download or arrange transfer of your data before cancelling. After cancellation, stored data may be deleted according to the vendor's retention rules and cannot be recovered.

3. Web services and website builds

• Set-up fees are one-time charges that cover design, build and launch work. Once work has started, the set-up fee is non-refundable for the portion of work already carried out.
• If you cancel before work starts, we will refund the set-up fee in full, less any third-party costs already incurred (for example domain registration).
• Monthly management plans may be cancelled with 30 days' written notice. We do not refund part-months already started.
• Domain names are registered in your name or on your behalf and are generally non-refundable once registered.
• If we fail to deliver what we agreed in the written scope, we will first fix the problem; if we cannot, we will refund the amount paid for the affected deliverable.

3A. Support and ad-hoc services

Support is billed per the quote or rate agreed. Time already spent is billable. If we cannot resolve an agreed fault despite reasonable effort, we will tell you before charging further.

4. How to request a refund or cancellation

1. Email contact@definedtechltd.com with your name, the product or service, and your invoice or order reference.
2. We will confirm whether the request qualifies, normally within 3 business days.
3. Approved refunds are paid to the original payment method, or by bank transfer where that was how you paid, within 14 business days. Currency conversion and bank fees charged by third parties are not refundable.

5. Your statutory rights

Nothing in this policy limits any rights you have under the laws of Trinidad and Tobago that cannot be excluded by agreement.

See also our Service Terms and Terms of Use.