Policies
Refund & Cancellation Policy
Effective Date: November 6, 2026
Cancel Free
24+ hours before your appointment — no charge
90-Day Parts Warranty
Fitted parts covered for 90 days after service
Returns Within 30 Days
Unopened supplies returnable inside 30 days
This policy sets out what happens when an appointment is cancelled or moved, when a service needs re-visiting, and when supplies or parts are returned. It applies to every visit and order placed with EVOLVTEC.
1. Service Cancellation Policy
Plans change, and our technicians build their day around the appointments they hold. This table is how we keep that fair in both directions.
| When you tell us | What you pay | Notes |
|---|---|---|
| 24 hours or more before the window | Nothing | Cancel or move the visit at no cost |
| Under 24 hours before the window | Trip or diagnostic fee | The technician may already be committed and en route |
| Nobody available to let us in | Service call fee | A no-show is charged the standard call-out |
| Genuine emergency | We review it | Call us straight away and we will work out a fair outcome |
To cancel or move a visit, email us as early as you can and include the phone number or booking reference you used, so we can find the job without a search.
2. Refund Policy for Services Rendered
We want the fault gone, not a credit note. If a completed visit has not left you satisfied, raise it with us within seven business days of the service date.
- Fault comes back — if the same problem returns within 30 days of the repair, we return and re-service it with no extra labour charge; parts remain billable.
- Work left unfinished — where our technician cannot complete the job for reasons outside your control, you get a refund or a credit for that visit.
- Diagnostic fee — this pays for travel and fault-finding and is not refundable once the visit happened, though it may be credited against a repair you go ahead with.
- Completed and accepted work — refunds are not normally given unless we made a documented mistake.
3. Refund Policy for Products & Supplies
For consumables such as toner, ink, drums, maintenance kits, and paper:
- Sealed and unused — returnable within 30 days in original packaging with the receipt, for a full refund.
- Opened or fitted — not refundable, unless the item arrived faulty.
- Faulty stock — replaced or refunded at our discretion within 90 days of purchase.
- Ordered in for your machine — special-order items are not refundable unless defective, since we cannot resell them.
You cover return shipping on a change-of-mind return. Where the item was wrong or faulty, we cover it.
4. Service Contract & Managed Print Agreements
Ongoing plans run on their own signed paperwork, and that document governs:
- The notice period to end the agreement — usually 30 days in writing
- Any early-exit charge set out in the contract
- Whether unused prepaid periods come back to you on a pro-rated basis
- What happens to equipment supplied under the agreement
If you cannot find your agreement, ask us and we will send a copy.
5. How to Request a Refund or Report an Issue
- 1Write to us within seven business days of the visit or of receiving the product.
- 2Include your name, the service date, the invoice number, and what went wrong.
- 3We acknowledge within two business days and may ask to inspect the equipment.
- 4Approved refunds go back to the original payment method inside five to ten business days.
6. Contact Us for Refund Inquiries
Refund and warranty requests are read by the same team that schedules the work, so nothing sits in a queue waiting for a triage round.