DISCLAIMER

CODELOCKE is an Independent 3rd Party Technical Support Services Provider.

Refund Policy

CODELOCKE

REFUND AND CANCELLATION POLICY

This refund policy sets out the process to seek refund of the products or to cancel services purchased from CODELOCKE SOLUTIONS, LLC., ("CODELOCKE") on its website, http://codelocke.com.

CODELOCKE may change this policy from time to time by updating this page. You may check this page periodically to ensure that you agree with the changes. This policy is effective from 01 January 2016.

REFUND AND CANCELLATION POLICY - SOFTWARE PRODUCTS

Software Products downloaded at CODELOCKE website are activated using a Product Activation Key in order to receive full functional benefits of the product. Product Activation Keys are paid for and purchased by customers at CODELOCKE website. After paying for the Product Activation Key, Product Activation Key is emailed to the customer, and that particular key becomes the property of the customer who made a purchase and paid for on CODELOCKE website and received the key.

Once Product Activation Key is issued to one customer, it cannot be resold or re-assigned to another customer. Hence, no refund is permissible for a software product for which a Product Activation Key has been assigned and emailed, except under the following circumstances (where a full refund may be issued):

  • Customer made purchase for a particular software product at CODELOCKE website, but never received a Product Activation Key.
  • Customer received a Product Activation Key, however, Software failed to activate using that particular key via email.
  • Software successfully activated using the Product Activation Key purchased at CODELOCKE website, however, software malfunctioned after activation and customer notified CODELOCKE by calling 1 (508) 720-8142 or writing at refund@codelocke.com within 3 DAYS of Product Activation.

Please call 1 (508) 720-8142 or write at policy@codelocke.com for further clarification on Refund Policies of Software Products purchased at CODELOCKE website.

REFUND AND CANCELLATION POLICY - SERVICES

Based on the type of Service or Warranty Plan purchased, there are up to 3 types of amounts charged by CODELOCKE as listed below:

  • Initial Incident Service Charges (including Site Visit Charges).
  • Warranty Activation Charges.
  • Warranty Plan Charges.

Initial Incident Service Charges occur when a customer has no existing Warranty Plan with CODELOCKE and that customer contacts CODELOCKE for resolution of an issue. CODELOCKE technician then helps resolve the issue in question, i.e., the resolve the initial issue. Any amount paid for the resolution of an Initial Issue constitutes as Initial Incident Service Charges. This is a one-time charge.

Site Visit Charges occur only if customer opts for an On-Site Service, and for the same reason, CODELOCKE technician visits the site / location of the customer to resolve the initial incident in question.

Warranty Activation Charges and Warranty Plan Charges occur when a customer agrees to buy a protection coverage for a specific period of time against the re-occurrence of an initial issue. As mentioned before, Warranty Coverage is provided for a specific duration. CODELOCKE charges 2 amounts to provide Warranty Coverage - Warranty Activation Charges to activate a Warranty Plan, Warranty Plan Charges to cover the cost of the actual warranty.

BELOW IS THE REFUND AND CANCELLATION POLICY OF CODELOCKE SOLUTIONS, LLC. ("CODELOCKE"). BY ACCEPTING THE SERVICE PLANS OR CONTINUING TO USE CODELOCKE SERVICES, YOU AGREE TO THE TERMS AND CONDITIONS OF REFUND POLICY LISTED BELOW.

INITIAL INCIDENT SERVICE CHARGES REFUND CONDITIONS

(A) INCIDENT SERVICE CHARGES FOR SERVICE PROVIDED IN-STORE (at CODELOCKE Store Location)

You can claim refund of incident service charges paid for an in-store service at CODELOCKE store location only if all of the conditions listed below are met:
  • You have completed all the prerequisites for the resolution of the problem. Below is a list of certain perquisites. Please note that such list is not exclusive.
    • Connecting wires to right ports to make the device accessible and workable to use.
    • Having proper electricity connection to facilitate regular connection with device.
    • Inserting CD’s or requisite software’s to resolve the problem.
    • Having legal rights to software use.
    • Ensuring hardware configuration matches with software’s requirements.
    • Providing physical access to computer.
    • Not having malicious codes, bugs installed to stop the diagnostics and resolution.
    • Not violating any of the hardware or software related legal terms of use.
    • Allowing CODELOCKE technician to make changes in correct settings etc.
    • Not having any other infirmity which renders it impossible for CODELOCKE technician to proceed.
  • The same problem start resurfacing again with the same or higher magnitude within a period of 3 DAYS, and the second attempt to correct the problem within a period of 3 DAYS also is futile.
  • The solution to the problem does not result in the out-of-scope activity (please also refer to exclusion of services clause in the site terms and conditions agreement) and is still not resolved. Some of the examples of the out of scope activities are as listed below. The list below is not exhaustive.
    • The problem is diagnosed with a hardware configuration which requires a change in hardware either because of its incompatibility or otherwise. Such new hardware unless purchased will not help in resolving the problem.
    • The problem requires the customer to purchase a license. Unless such license is purchased, CODELOCKE will not be able to resolve the problem.
    • The problem is for an out of scope activity as mentioned under the exclusion of service clause in the site terms and conditions agreement.
PLEASE NOTE THAT THE LIST ABOVE IS NOT EXCLUSIVE AND IS ONLY FOR THE PURPOSE OF REFERENCE.

(B) INCIDENT SERVICE CHARGES FOR SERVICE PROVIDED ON-SITE (at Customer Location)

For services rendered on-site, site visit charges are non-refundable. Only service charges can be claimed for refund.
You can claim refund of incident service charges paid for an on-site service at customer's location only if all of the conditions listed below are met:
  • You have completed all the prerequisites for the resolution of the problem. Below is a list of certain perquisites. Please note that such list is not exclusive.
    • Connecting wires to right ports to make the device accessible and workable to use.
    • Having proper electricity connection to facilitate regular connection with device.
    • Inserting CD’s or requisite software’s to resolve the problem.
    • Having legal rights to software use.
    • Ensuring hardware configuration matches with software’s requirements.
    • Providing physical access to computer.
    • Not having malicious codes, bugs installed to stop the diagnostics and resolution.
    • Not violating any of the hardware or software related legal terms of use.
    • Allowing CODELOCKE technician to make changes in correct settings etc.
    • Not having any other infirmity which renders it impossible for CODELOCKE technician to proceed.
  • The same problem start resurfacing again with the same or higher magnitude within a period of 3 DAYS, and the second attempt to correct the problem within a period of 3 DAYS also is futile.
  • The solution to the problem does not result in the out-of-scope activity (please also refer to exclusion of services clause in site terms and conditions agreement) and is still not resolved. Some of the examples of the out of scope activities are as listed below. The list below is not exhaustive.
    • The problem is diagnosed with a hardware configuration which requires a change in hardware either because of its incompatibility or otherwise. Such new hardware unless purchased will not help in resolving the problem.
    • The problem requires the customer to purchase a license. Unless such license is purchased, CODELOCKE will not be able to resolve the problem.
    • The problem is for an out of scope activity as mentioned under the exclusion of service clause in the site terms and conditions agreement.
PLEASE NOTE THAT THE LIST ABOVE IS NOT EXCLUSIVE AND IS ONLY FOR THE PURPOSE OF REFERENCE.

(C) INCIDENT SERVICE CHARGES FOR SERVICE PROVIDED REMOTELY (via Phone by CODELOCKE Technicians)

You can claim refund of service charges for a remote based incident service only if all of the conditions listed below are met:
  • You have completed all the prerequisites for the resolution of the problem. Below is a list of certain perquisites. Please note that such list is not exclusive.
    • Connecting wires to right ports to make the device accessible and workable to use.
    • Having proper electricity connection to facilitate regular connection with device.
    • Inserting CD’s or requisite software’s to resolve the problem.
    • Having legal rights to software use.
    • Ensuring hardware configuration matches with software’s requirements.
    • Following the instructions of CODELOCKE technician.
    • Providing access to computer via a remote connection selected by CODELOCKE technicians.
    • Not having malicious codes, bugs installed to stop the diagnostics and resolution.
    • Not violating any of the hardware or software related legal terms of use.
    • Allowing CODELOCKE technician to make changes to correct the settings etc.
    • Not having any other infirmity which renders it impossible for CODELOCKE technician to proceed.
  • The same problem start resurfacing again with the same or higher magnitude within a period of 3 DAYS, and the second attempt to correct the problem within a period of 3 DAYS also is futile.
  • The solution to the problem does not result in the out-of-scope activity (please also refer to exclusion of services clause in site terms and conditions agreement) and is still not resolved. Some of the examples of the out of scope activities are as listed below. The list below is not exhaustive.
    • The problem is diagnosed with a hardware configuration which requires a change in hardware either because of its incompatibility or otherwise. Such new hardware unless purchased will not help in resolving the problem.
    • The problem requires the customer to purchase a license. Unless such license is purchased, CODELOCKE will not be able to resolve the problem.
    • The problem is for an out of scope activity as mentioned under the exclusion of service clause in the site terms and conditions agreement.
PLEASE NOTE THAT THE LIST ABOVE IS NOT EXCLUSIVE AND IS ONLY FOR THE PURPOSE OF REFERENCE.

Please refer to PROCEDURE AND AMOUNT FOR REFUND section listed elsewhere in this document.

WARRANTY ACTIVATION CHARGES REFUND CONDITIONS

For Warranty Plan Charges, you are entitled to claim full refund of Warranty Activation Charges within 24 hours of the resolution of initial incident. If you have bought a Warranty Plan along with Initial Incident Service Plan, and if you have been charged Warranty Activation fee, you can claim the refund of Warranty Activation charges by writing an email to CODELOCKE at refund@codelocke.com within 24 hours of the resolution of initial incident. After 24 hours, Warranty is activated, and Warranty Activation charges cannot be refunded.

Please refer to PROCEDURE AND AMOUNT FOR REFUND section listed elsewhere in this document.

WARRANTY PLANS CHARGES REFUND CONDITIONS

For Warranty Plan Charges, you are entitled to claim full refund of Warranty Plan Charges if no issue is resolved within a period of 3 DAYS of Warranty Activation. You reserve the right to invoke this clause within a period of 3 DAYS from the day of resolution of an Initial Incident by writing an email to CODELOCKE at refund@codelocke.com. Otherwise Warranty Plan will remain in effect, and the amount of refund against Warranty Plan will be considered as mentioned in PROCEDURE AND AMOUNT FOR REFUND section listed elsewhere in this document.

PROCEDURE AND AMOUNT FOR REFUND

For services rendered on-site, site visit charges are non-refundable. Only service charges can be claimed as refund.
You must follow the procedure listed below to make a valid claim for refund.

Step 1: You must identify which problem is not resolved.

Step 2: You must call at phone number 1 (508) 720-8142 or other numbers as available on http://codelocke.com, or the numbers provided to you as a call back number in order to find a solution for the issue in question with the assistance of CODELOCKE Technician.

Step 3: In addition, you must write at refund@codelocke.com with the following details:

  • The Invoice or ID number given to you at the time of sale.
  • The reason of seeking refund.
  • Outlining the issue which was communicated earlier and not resolved.
  • Reference of any attempt the technician made to rectify the issue but proved futile.

Step 4: You must allow a turnaround time of 2 working days from the date of such email to refund@codelocke.com, and provide the necessary facilities and infrastructure to resolve the issue.

Step 5: In case the issue is still not resolved, CODELOCKE may agree on the amount claimed for refund after deduction of necessary charges for servicing to customer. However, the amount claimed for refund by you should in no case be more than the amount mentioned as per the table listed below:

Type of Service / Service Plan Issues Resolved Maximum Claim for Refund of Service Charges
In-Store Initial Incident Service. No initial issue resolved within 3 DAYS of sale.
  • 100% of Service Charges refunded.
On-Site Initial Incident Service. No initial issue resolved within 3 DAYS of sale.
  • 100% of Service Charges refunded.
  • Site Visit Charges are non-refundable.
Remote based Initial Incident Service. No initial issue resolved within 3 DAYS of sale.
  • 100% of Service Charges refunded.
Any Type of Initial Incident Service Plus Warranty Plan. No initial issue resolved within 3 DAYS of sale.
  • 100% of Initial Incident Service Charges refunded.
  • 100% of Warranty Activation refunded.
  • 100% of Warranty Plan Charges refunded.
Any Type of Initial Incident Service Plus Warranty Plan. Initial incident resolved successfully. Warranty not activated (Warranty is considered activated after 24 hours of the resolution of initial incident).
  • Initial Incident Service Charges not refunded.
  • 100% of Warranty Activation refunded.
  • 100% of Warranty Plan Charges refunded.
Any Type of Initial Incident Service Plus Warranty Plan. Initial incident resolved successfully, Warranty activated, and CODELOCKE fails to resolve subsequent incident during Warranty period.
  • Initial Incident Service Charges not refunded.
  • 100% of Warranty Activation refunded.
  • 100% of Warranty Plan Charges refunded.
Any Type of Initial Incident Service Plus Warranty Plan. Initial incident resolved successfully, and Warranty activated. No further incident resolution is sought by customer within 3 DAYS of Warranty Activation.
  • Initial Incident Service Charges not refunded.
  • Warranty Activation not refunded.
  • 100% of Warranty Plan Charges refunded
.
Any Type of Initial Incident Service Plus Warranty Plan. Initial incident resolved successfully, and Warranty activated. CODELOCKE further resolved at least 1 incident, and CODELOCKE fails to resolve subsequent incidents.
  • Initial Incident Service Charges not refunded.
  • Warranty Activation not refunded.
  • 75% of Warranty Plan Charges refunded.
Any Type of Initial Incident Service Plus Warranty Plan. Initial incident resolved successfully, and Warranty activated. CODELOCKE further resolved at least 2 incidents, and CODELOCKE fails to resolve subsequent incidents.
  • Initial Incident Service Charges not refunded.
  • Warranty Activation not refunded.
  • 50% of Warranty Plan Charges refunded.
Any Type of Initial Incident Service Plus Warranty Plan. Initial incident resolved successfully, and Warranty activated. CODELOCKE further resolved at least 3 incidents, and CODELOCKE fails to resolve subsequent incidents.
  • Service Charges not refunded.
  • Warranty Activation not refunded.
  • 25% of Warranty Plan Charges refunded.
Any Type of Initial Incident Service Plus Warranty Plan. Initial incident resolved successfully, and Warranty activated. CODELOCKE further resolved at least 4 incidents.
  • Initial Incident Service Charges not refunded.
  • Warranty Activation not refunded.
  • Warranty Plan Charges not refunded.
YOU, HEREBY, AGREE THAT YOU WILL FOLLOW THE ABOVE PROCESS TO CLAIM REFUND AND WILL NOT INVOKE ANY DIRECT CHARGEBACK WITH THE BANK WITHOUT FIRST COMPLETING THE ABOVE PROCEDURE IN ORDER TO PROVIDE A REASONABLE OPPORTUNITY TO CODELOCKE TO RESOLVE THE INCIDENT.
YOU ALSO AGREE THAT IN CASE YOU HAVE ALREADY MADE A CHARGEBACK DIRECTLY WITH BANK, DUE TO UNAWARENESS, YOU WILL WITHDRAW IT WHEREVER CODELOCKE AGREES BY EMAIL OR PHONE TO GRANT A REFUND AN AMOUNT EQUAL TO MAXIMUM LIMIT AS PER SLABS MENTIONED ABOVE.
You have fully read, understood, and agreed to the refund and cancellation policy. By clicking the payment button on the website or by checking the box against “I have read and agree to Refund Policy” on the payment page at http://codelocke.com website, you hold yourself responsible for all charges agreed upon in terms of the service type selected by you. You agree to pay the credit card company ALL the charges/fee incurred for the services rendered by "CODELOCKE" and will not dispute or claim any refund with the credit card company.

Agreed and accepted by YOU and CODELOCKE SOLUTIONS, LLC. ("CODELOCKE").

For CODELOCKE SOLUTIONS, LLC. ("CODELOCKE”)

Agreed By You (“Customer”)

(Customer provides Electronic signature by checking the box against “I have read and agree to Refund Policy” on the website, http://codelocke.com, before proceeding to pay for a transaction.)