Return, Refund & Service Policy – Houston Tech Guys

​

Quick Summary

Returns: Not accepted (services and labor are non-returnable).
Exchanges: Not accepted.
Refunds: Not offered on any labor or services once work has begun.
Hardware: If we supply hardware, manufacturer warranty applies; we’ll help facilitate warranty support.
Cancellations (before service): Free to cancel or reschedule before a technician is dispatched.
Dispatch/On-site minimum: Once dispatched, a 1-hour minimum is billed (per our posted rates).
After-hours/weekends: Billed at published after-hours rates.

​

1) Why We Don’t Accept Returns

HTG provides professional services—diagnostics, configuration, repairs, installations, and remote sessions. Because services involve technician time, expertise, and live results, completed work cannot be returned or refunded.

​

2) Services & Labor (Non-Refundable)

All on-site visits, remote support, diagnostics, software installations, configurations, data recovery, and consulting are final once performed.

If an issue reoccurs within 7 calendar days and is directly related to the original service, HTG will recheck the same issue at a discounted diagnostic charge or provide guidance to resolve it (at HTG’s discretion). This is a satisfaction recheck, not a refund.

Customers are responsible for communicating all important data or requirements before service begins. This includes, but is not limited to, Outlook contacts, emails, browser favorites, photos, documents, or other files that require backup or restoration.

If additional time is required to recover or restore files, programs, or settings not previously disclosed, this work is billable at the standard hourly rate.

​

3) Limited Warranty Exceptions

HTG guarantees the quality of our workmanship and the proper installation of any software or hardware we provide.

• Software installations: If an application we installed (e.g., Malwarebytes) becomes unusable due to software failure, reinstallation of that same program is covered under warranty at no charge.

• Windows installations: If a Windows installation performed by HTG becomes corrupted within 30 days of completion, reinstallation of Windows is covered at no charge for the software itself. However, any additional time required to back up, restore, or reconfigure files, programs, or settings will be billed at the standard hourly rate.

• Hardware: All new hardware supplied by HTG is covered under the manufacturer’s warranty. We’ll assist with warranty claims or RMA processing as needed.

Any other work—including data recovery, reconfiguration, or retrieval of files not originally backed up—is not covered under warranty and will be billed as new service.

​

4) Cancellations, Rescheduling & No-Shows

Before dispatch: You may cancel or reschedule at no charge if a technician has not yet been dispatched.
After dispatch / On-site: A one-hour minimum is billed once a technician is en route or on site.
No access / No-show: If we cannot complete work due to lack of access, incorrect address, or safety concerns, the one-hour minimum still applies.

​

5) Pricing & Billing Notes

Standard Business Hours (Mon–Fri): $100 first hour, $150 each additional hour.
After-Hours & Weekends: Double rates ($200 first hour, $300 per additional hour).
Invoices are issued after service and can be paid securely online. An email address is required for invoicing.

​

6) What To Do If You’re Not Satisfied

Email support@houstontechguys.com with your invoice number and a brief description. We’ll review your case and—if it’s the same root issue within 7 days—schedule a recheck and propose a solution.

​

7) Contact

Houston Tech Guys
12436 FM 1960 Rd W Unit #1691, Houston, TX 77065
(713) 849-2953 • support@houstontechguys.com

​

FAQs

​

Do you accept returns or exchanges?
No. Services and labor are non-returnable and non-exchangeable. If hardware is supplied by HTG, manufacturer warranty applies.

​

Can I get a refund if the fix didn’t hold?
Refunds aren’t offered on any service once work begins. If the same issue returns within 7 days, we’ll recheck and advise next steps. Additional labor or parts may be quoted if a new or different issue is identified.

​

What if I cancel after booking?
You can cancel any time before dispatch for free. Once we’re en route or on site, the 1-hour minimum applies.

​

Do you guarantee parts?
New parts we supply are covered by manufacturer warranty. We’ll help facilitate warranty support.

​

What if I forgot to mention files or settings I needed backed up?
Customers are responsible for notifying us of all data and settings that need to be backed up or restored before work begins. If additional time is required afterward to locate or restore files, contacts, photos, or favorites, this time is billable.

​

Is data restoration covered under warranty?
No. Data recovery, backups, or restoring lost files are separate services and billed hourly. Warranty covers only reinstallation or correction of the same software or hardware originally installed (for example, reinstalling Malwarebytes or Windows within 30 days).