Refund and Cancellation Policy

The principle

We want you to pay only for work that was done and that solved a problem. This policy is written in that spirit, and it does not reduce your rights under the Israeli Consumer Protection Law, 5741-1981 and its regulations.

“Not fixed, not charged”

If we come out to deal with a defined fault and cannot solve it, there is no charge for that visit — even if we spent two hours on it.

The exceptions, which we tell you about in advance:

• Where the fix requires a replacement part or software licence you chose not to buy
• Where the fault stems from physical damage or a hardware failure requiring an external laboratory
• Where we were not given access to the equipment, passwords or information needed for the repair
• Where the work booked was diagnosis, consultation, training or an inspection — there, the assessment itself is the deliverable
• Where you asked for additional work beyond the original fault and that work was completed successfully

We do not charge for travel alone when we could not solve the problem. If we arrived and the work could not be carried out for a reason on your side, see the no-access section below.

Cancelling before the visit

Cancel at least 24 hours before the agreed time and there is no charge at all. You can cancel by phone, WhatsApp or email.

Cancelling at shorter notice, or not being there at the agreed time without letting us know, may incur a cancellation fee of up to ₪100 towards the travel and the time reserved. In practice we rarely charge it — particularly where illness, changed circumstances or rescheduling are involved.

Statutory cancellation rights

Where the Consumer Protection Law and the Consumer Protection (Cancellation of Transaction) Regulations, 5771-2010 apply, you have a right of cancellation on the terms set out in law. For a service transaction you may generally cancel within 14 days of making the transaction, provided the cancellation is made at least two days — not counting rest days — before the service is due to be provided.

For a transaction made away from our business premises and following a conversation with you, the cancellation right may be wider. For a customer who is a person with a disability, a senior citizen (65 or over) or a new immigrant, the cancellation period may extend to four months, subject to the conditions set out in law.

A cancellation fee may be charged of no more than 5% of the transaction value or ₪100, whichever is lower.

Statutory rights always prevail over this page. Where there is a conflict, the law governs.

Cancelling after work has started

If you ask us to stop partway through, we charge for the time actually spent and for parts already fitted or specially ordered for you. We will show you a clear breakdown before charging.

The 30-day guarantee

The same fault returning within 30 days of the visit is dealt with at no further charge for labour. This is a repeat repair rather than a refund. The limits of the guarantee are set out in the terms of service.

Parts, hardware and licences

Parts and hardware bought for you are subject to the manufacturer’s or supplier’s warranty and returns policy. A part that has been fitted and worked correctly cannot be returned, except where it is defective.

Software licences and digital subscriptions are non-refundable once activated, in line with the supplier’s terms.

Monthly business support plans

Plans renew monthly with no minimum term. You can stop with 30 days’ notice. Unused hours do not roll over to the following month and are not refundable.

The ₪299 business IT check-up is credited against your first month if you join a plan within 30 days of the check-up.

How refunds are paid

An approved refund is paid by the same method used for payment, within 14 business days. Where payment was in cash, by bank transfer once you give us the account details.

Not happy?

Talk to us first. We are a small business and our reputation matters to us — most things are resolved in a single conversation. Contact: iamtechnikal@gmail.com or 050-891-2269.