We stand behind every ticket with a genuine fixed-it-or-free guarantee. This policy explains exactly when the guarantee applies, how to claim it, and the conditions and limits that keep it fair — for you, for the Engineers who do the work, and against the small number of people who try to game it. It works together with our Terms of Service and Acceptable Use Policy. Nothing here limits any non-waivable rights you have under applicable law.
Your $99 is authorized and held in escrow when you submit a ticket — not charged. It is released to the Engineer only when the discrete issue described in your ticket is resolved and the ticket is accepted (by you, or automatically as described below). If the issue is genuinely not resolved and you raise it within the review window, an eligible ticket is refunded in full to your original payment method. You are never charged for an unresolved issue you have not accepted.
A ticket is "resolved" when the specific problem you described no longer occurs, or when the Engineer provides the diagnosis and remediation that corrects it, and the Engineer is able to demonstrate or reasonably verify that result. A refund claim is evaluated against the issue as originally described in the ticket — not against problems, requests, or systems added later. You agree to allow the Engineer a reasonable opportunity to verify the fix (for example, to reproduce the original symptom) before a dispute is decided.
The guarantee assumes good-faith cooperation. To keep a ticket eligible for a refund, you agree to: describe the issue accurately and completely; maintain current, tested backups before any work (see the Terms); provide the access, credentials, and information the Engineer reasonably needs; be reasonably available during the ticket; and give the Engineer a fair opportunity to complete and verify the work. A ticket that cannot be resolved because these conditions were not met is not eligible for a refund.
You may cancel a ticket at any time before an Engineer is assigned, for any reason, and the authorized amount is released in full — because it was only held, not captured. Once an Engineer has begun work, cancellation is handled under the dispute process below rather than as an automatic refund.
After an Engineer marks a ticket answered or resolved, you have a review window — by default seven (7) days — to confirm the fix or open a dispute. If you do neither within the review window, the ticket is deemed accepted, the work is treated as satisfactory, and the escrow funds are released to the Engineer. Going silent after receiving a working fix does not entitle you to keep the fix and avoid payment; a deemed-accepted ticket is final and non-refundable.
If the issue is not resolved, do not confirm the ticket — open a dispute within the review window using the dispute option on the ticket, and describe specifically what still is not working. Our team reviews the full record: your original description, the messages, the work performed, and any session information. Where appropriate, the Engineer may be given a reasonable opportunity to complete or re-verify the fix before a decision is made. We then either refund an eligible ticket in full or, if the issue was in fact resolved (or made unresolvable by the circumstances in Section 3), release payment to the Engineer.
To be specific, refunds do not apply where:
The guarantee covers the single discrete issue in your ticket. If the same issue genuinely recurs within the review window from the same root cause, reopen the ticket and we will make it right. A problem that appears later from a different cause, a new symptom, or a change to your environment is a new issue and a new ticket — not grounds for a refund on the original one.
Refund eligibility is void if you use the Platform to obtain a diagnosis or fix and then arrange to complete it with the Engineer off-platform, attempt to avoid the fee, solicit the Engineer to transact outside AskTechGurus, or otherwise circumvent the Platform. Taking the value of the work while disputing the charge is not a refund scenario — it is a breach of these terms and our Acceptable Use Policy.
Disputes must be made in good faith. You may open one dispute per ticket. We reserve the right to deny a refund, release payment to the Engineer, reverse a refund already issued, forfeit related amounts, and suspend or terminate accounts where we identify abuse — including false or misleading claims, a pattern of disputes inconsistent with genuine problems, using multiple accounts to re-dispute the same work, or any attempt to obtain free work through the guarantee. Where the law allows, we may also recover the value of work delivered to an abusive or fraudulent account.
You keep whatever rights you have under law with your card issuer. We ask that you use our dispute process first — it is faster and designed to make things right, and we usually can. Initiating a chargeback in bad faith — for example on a ticket that was resolved and accepted or deemed accepted, after you already received a refund, or in connection with platform circumvention — is a breach of these terms. In those cases we may present the transaction, message, and session records to your card issuer to contest the chargeback, suspend the account while it is investigated, and recover amounts owed together with any associated fees.
Approved refunds are issued through Stripe to your original payment method. Once processed, refunds typically post within 5–10 business days, depending on your bank or card issuer; released escrow holds usually clear even faster. We do not issue refunds in cash, credit to a different method, or to a different person.
For help with a refund or cancellation, contact support@asktechgurus.com. We would much rather sort it out directly than have you go without a working fix.