Service Cancellation & Refund Policy

Phoenix Computer Store USA provides cloud-delivered managed IT, Cisco Umbrella DNS security, and endpoint protection services. Because our offerings are digital, subscription-based, and provisioning-intensive, the following terms govern service cancellations, license adjustments, and refund eligibility.

Service Cancellation & Refund Eligibility

30-Day Initial Evaluation Period: New monthly and annual subscriptions for Cisco Umbrella, Managed DNS, and Endpoint Security services are eligible for a full refund if cancellation is requested within 30 days of initial provisioning.
Recurring Billing & Renewals: After the initial 30-day period, subscription fees are non-refundable. You may cancel your subscription at any time to prevent future billing; access will continue through the end of the current paid billing cycle.
Annual & Multi-Year Contracts: Enterprise annual commitments with volume discounting are non-refundable after the initial 30-day window, except where explicitly outlined in a Master Services Agreement (MSA) or Service Level Agreement (SLA).

Non-Refundable Items & Services

The following are strictly non-refundable once initiated or delivered:

Deployment & Setup Fees: One-time onboarding, tenant configuration, API integration, and deployment engineering fees.
Volume & Enterprise License Commitments: Pre-committed third-party seat allocations, custom volume licensing, and enterprise tiers activated under custom commercial terms.
Incident Support & Remediation Hours: Billable hours delivered for incident response, malware remediation, or on-demand IT consulting.

License Adjustments & Seat Reductions

Monthly Subscriptions: Seat counts (Cisco Umbrella roaming clients, endpoint agents, mobile connectors) can be adjusted at the end of each monthly billing cycle via the corporate portal.
Mid-Cycle Reductions: Reducing seat counts during an active billing cycle takes effect at the next renewal; prorated refunds are not issued for unused seats within a current cycle.

Service Credits & SLA Breaches

If Phoenix Computer Store USA fails to meet uptime or response-time commitments established under your active Service Level Agreement:

Eligible customers will receive Service Credits applied directly toward the next billing cycle.
Service credits are non-transferable, non-refundable as cash, and must be claimed within 30 days of the qualifying incident.

How to Request a Cancellation or Refund

Submit Request: Log in to the corporate portal or contact customer support with your Account ID, service tier, and reason for cancellation.
Offboarding & Token Revocation: Upon approval, your CRA (Cancellation Reference Authorization) number will be issued. DNS forwarders, Umbrella policies, and endpoint agents will be decommissioned at the agreed-upon cutoff date.
Refund Processing: Approved refunds are processed within 5–10 business days back to the original payment method (Corporate Card, Wire Transfer, or Commercial Deferred Facility).