Refunds & Cancellations


Refunds & Cancellations Information


Thinking about canceling your membership? We’d hate to see you go! If you’re unsatisfied with our service, please contact us any time to talk about your experience. We’re always trying to hone ourselves into the absolute best we can be, and when we make a mistake, we want to set it right.

You can cancel us at any time. Simply call us and our Customer Service team will guide you through the process.


TO CONTACT CUSTOMER SERVICE, CALL: +91-90881-41412


If you’re just looking for more information, here are some of the most frequently asked questions about our refunds and cancellations.


Cancellations


CAN I DOWNGRADE MY SUBSCRIPTION?
Absolutely. If you decide that your current service level does not suit your needs, you can call us any time to explore alternative plans.

CAN I CHANGE MY BILLING DUE DATE?
Yes, you can! If you prefer to have your bill arrive at a certain time of month, we’re happy to accommodate.

I’M CANCELING BECAUSE MY COMPUTER IS BROKEN.
Wait! Just because your computer hardware has finally “given up the ghost,” you don’t have to give up your membership. We’re happy to pause your membership for you until you purchase a new computer. That way, you don’t have to pay setup fees again, and you can continue to enjoy the benefits of our service.

I’M CANCELING BECAUSE I’M TRAVELING / GOING TO MY VACATION HOME / NOT USING MY COMPUTER.
Have you enjoyed your experience with us? If so, let’s pause it! Just like in the above scenario, we’re happy to put your membership on hold until you come home or decide to turn on your computer again. Our team is happy to discuss your options with you–just give us a call!

I CAN’T PAY FOR MY SUBSCRIPTION.
If a cost burden is preventing you from paying your monthly subscription fee on time, please call and speak with us. We want to work with you to find a subscription level you’re comfortable with, perhaps through downgrading or pausing your membership. Before you cancel altogether, make sure you contact us to get all of your available options.

WHAT SHOULD I CONSIDER BEFORE CANCELING MY SUBSCRIPTION?
Remember, your subscription with us is more than instant access to our friendly Technology Advisors. It also includes antivirus program and online backup solution. When your subscription is cancelled, the software licenses will expire. Be sure to have an antivirus program and backup solution in place before canceling your subscription with us.

IS THERE A CANCELLATION FEE?
Gold, Diamond and Silver subscriptions do not carry a cancellation fee.

If you have a Platinum subscription, there is a cancellation fee during the first year. Platinum subscribers can downgrade to Gold, Diamond or Silver for the remainder of those 12 months to avoid the cancellation fee.

HOW CAN I CANCEL MY SUBSCRIPTION?
Call +91-90881-41412 to begin the cancellation process. Our Customer Service hours are 9am to 9pm IST from Monday through Friday, and 9am to 5pm IST on Saturdays. Customer Service is closed on Sundays and most major holidays.

If you’re unable to call us right away, you can email us at info@aeweb.in with your name and phone number. State your intent to cancel and a time you can be reached via phone, and we will call you to continue the cancellation process.

Important! Sending emails to a @aeweb.in address, replying to one of our marketing emails, or leaving comments on our blog will not cancel your service. You must speak with one of our Customer Service representatives to finalize your cancellation. Otherwise, our database will not be updated properly, and you will continue to be charged for a monthly subscription.

I AM CANCELING A SUBSCRIPTION ON BEHALF OF A FAMILY MEMBER.
If you are calling on behalf of another party, we require expressed consent from the original subscriber or power of attorney to proceed. Power of attorney can be provided via email, while expressed consent can be provided verbally over the phone. This is a necessary precaution to protect the legal rights of the member and of the company.

ARE YOU GOING TO PRESSURE ME OR MAKE IT DIFFICULT TO CANCEL?
Absolutely not. At Amazing Electronics, our goal is to deliver the best service, no matter what you’re calling for. We hire kind and friendly people because we know they’ll treat our members and customers with the respect they deserve. Our Technology Advisors are not required to adhere to strict scripts or quotas, so you will never be pressured into anything you’re uncomfortable with.

When you call to cancel, we’d like to ask you about your experience so we can make our service better. If it’s a problem we can solve right away, we will offer a solution–but you are never obligated to accept. We’ll be sorry to see you go, but we respect your decision!

Important! Please call and talk to us before disputing a cost with the bank or credit card company. We are committed to being a transparent, ethical company which conducts business openly and honestly. Our representatives will work with you to clarify, hold or refund charges. We will never charge you after canceling your service–and if there is an error on our part, we will compensate you for the amount.

I PAID FOR AN ANNUAL SUBSCRIPTION BUT WANT TO CANCEL NOW.
In this case, we would issue you a prorated refund for the time you will not be using our service.

I CANCELLED MY SUBSCRIPTION, BUT YOUR SOFTWARE IS STILL ON MY COMPUTER.
When your subscription is cancelled, a Technology Adviser will deactivate all of our software licenses. You may be alerted by your computer that your subscriptions have expired. However, the software itself needs to be manually uninstalled. We will send an email with instructions on how to remove these programs.

I DELETED YOUR SOFTWARE FROM MY COMPUTER, BUT I STILL GOT CHARGED FOR A SUBSCRIPTION.
Deleting our software will not update or cancel your subscription. It only deletes the icon from your desktop. Uninstalling the program also does not cancel your subscription. You must call +91-90881-41412 and speak with one of our Customer Service representatives to cancel your service.


Refunds


Even the best of us make mistakes from time to time. Although we take every precaution, sometimes a tricky computer problem turns out to be more troublesome than we expected. If you’re unsatisfied with your last service call, please tell us about it! We’ll do everything we can to make it right.

DO YOU OFFER A SATISFACTION GUARANTEE?
We do! All of our fixes come with a 5-day, 100% satisfaction guarantee. If the same issue crops up again within 5 days of your call, please let us know. We’ll return and fix it at no additional cost. And the best part–it’s a our promise.

So what does that mean? It means your guarantee will reset each time we return to fix the same issue. Let’s say a Technology Advisor solved your issue, but four days later, you notice it again. When you call in, we will reevaluate the problem, fix it, and your guarantee will reset for another 5 days.

Important! This guarantee does not apply in retrospect. It relies on your timely communication to let us know the problem is still there. Calling in weeks or months later to say that a problem was never fixed puts us in an impossible situation–there’s no way for us to verify it.

WE COULDN’T FIX YOUR ISSUE.
Our innovative service enables us to solve over 95% of our subscribers’ technical support issues. If our Technology Advisor cannot solve the issue, we’ll try everything we can to find the solution–escalating it to a more experienced technician or taking time to perform additional research, for example. In the event we are unable to solve the issue, we are happy to issue you a full refund for that issue.

I WANT A REFUND BECAUSE THERE’S A VIRUS ON MY COMPUTER.
Unfortunately, having an antivirus program on your computer does not protect you from all the digital threats found online. Each day, tens of thousands of new viruses and malware programs are created. No antivirus program is 100% effective, and having our subscription is not a guarantee that your computer will never be infected.

We partner with a Good Antivirus Company because of their high quality database and hourly updates, which give our Subscribers stronger protection than ever against nefarious malware. However, every now and then, one might slip through the cracks. That’s what our Technology Advisors are here for. Call us any time you suspect a virus, and we will diagnose and eradicate the problem.

I WANT A REFUND BECAUSE I HAVEN’T BEEN USING YOUR SERVICE.
Unfortunately, we cannot refund for this reason. Even if you are not actively using your subscription with us, your subscription still includes several preventative services that run in the background–such as antivirus and data backup. Although you may not see it, your subscription with us is still optimizing and protecting your computer.

In this situation, we recommend reevaluating your level of service. Perhaps another subscription would better suit your needs–call us today to learn more.

I WANT A REFUND BECAUSE I’M CANCELING MY SUBSCRIPTION.
Because our subscriptions include services which constantly run in the background (such as antivirus and data backup), we do not offer refunds on the basis of canceling the membership. Part of your subscription fee goes toward monthly licensing fees with our partners.

However, if you are planning to cancel, we can work with you to find the best time. For example, we can extend your subscription to the end of the billing month. Our recommendation is to call 2 business days before your billing due date. We cannot refund if it’s been more than 5 days since your billing date.

I WAS APPROVED FOR A REFUND, BUT I DON’T SEE IT IN MY BANK ACCOUNT.
Please allow up to 10 business days for processing, as some banks take longer than others. Many refunds arrive within 1-3 business days, but that’s not always the case. In complex cases, your claim might require more clarification before it can be approved. If you have a question about the status of your refund, feel free to call us any time.


Need More Help?


 Dial: +91-90881-41412


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