At NorrNet Services PS, we are committed to building long-term trust with our clients by providing transparent and fair policies. Because all of our products are digital services — including network monitoring, security alerts, uptime tracking, traffic analytics, reporting dashboards, and remote consultations — our refund and return process differs from that of physical goods. Below, we outline in detail how refunds, cancellations, and dispute resolution are handled.

1. Nature of Digital Services

• All services provided by NorrNet Services PS are delivered online only, without any physical products.
• Once a client receives access credentials, dashboards, reports, or monitoring alerts, the service is considered fully delivered.
• Digital services cannot be “returned” in the traditional sense. For this reason, refunds are only possible under clearly defined conditions (see Section 2).

2. Eligibility for Refunds

Refunds may be granted in the following situations:

1. Technical Non-Delivery – If, due to a system error or internal failure, we are unable to activate or provide the purchased service within the agreed timeframe (normally 1–3 business days).
2. Duplicate Payment – If the client has been mistakenly charged more than once for the same service.
3. Service Outage Caused by Us – In the rare event that our own systems experience downtime or prolonged malfunction that prevents you from accessing services, and we cannot provide a timely fix.
4. Misleading or Incorrect Purchase – If you ordered a service in error and contacted our support before activation, a full refund will be issued.

Refunds are not available in these cases:

• When services have already been delivered (e.g., monitoring activated, reports generated, alerts sent).
• Dissatisfaction due to personal expectations or misunderstanding of the service scope (we encourage reading the service descriptions carefully before purchase).
• Issues caused by external factors beyond our control (internet connectivity, client-side infrastructure, firewalls, or third-party systems).

3. Refund Request Procedure

To request a refund, please follow these steps:

1. Contact our support team at info@norrnet-sps.online within 7 calendar days of the original payment.
2. Provide your order number, service name, and a clear explanation of the issue.
3. Attach any supporting evidence, such as payment confirmations or screenshots of errors.
4. Our support team will review your request within 3 business days and notify you of the outcome.

5. Processing of Refunds

• Approved refunds are issued to the original payment method used for the purchase.
• Refund processing typically takes 5–10 business days, depending on your bank or payment provider.
• You will receive an email confirmation once the refund has been initiated.

6. Dispute Resolution

We strongly encourage contacting our support team before opening any payment disputes or chargebacks. Most issues can be resolved quickly and amicably. If a chargeback is filed without prior notice, your account may be suspended until the case is reviewed.

7. Customer Responsibilities

To ensure smooth service delivery and fair resolution:

• Provide accurate billing details and contact information.
• Read the service descriptions carefully before purchase.
• Respond promptly to requests from our support team regarding troubleshooting or verification.

8. Legal Compliance

Our Refund and Returns Policy is aligned with international standards for digital service providers. Local consumer protection laws may apply depending on your country of residence, and in such cases, those regulations will take precedence.