Refund and Cancellation Policy
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At To Connect, LLC, we are dedicated to ensuring our customers' satisfaction. To support this commitment, we have established a comprehensive refund and cancellation policy as detailed below, in alignment with the specific refund policies of our partners.
1. Eligibility for Refunds
- Covered Products: This refund policy applies to all licenses, subscriptions, and products purchased through our To Connect Marketplace, including software licenses, hardware, and digital services.
- Time Frame: Refund requests must be submitted within 7 calendar days from the date of purchase, including weekends and holidays.
2. Conditions for Refunds
- Unused Products: Refunds are available for licenses or products that are unused and not activated. Used or activated products may not be eligible for a refund.
- Partner Policies: Some partners do not allow refunds or cancellations once the contract is signed. Under the relevant program, the client may transfer the value and term of the signed contract to another product.
- Proof of Purchase: A valid proof of purchase is required to process any refund request.
- Original Payment Method: Refunds will be issued to the original payment method used for the purchase.
3. Non-Refundable Items
Certain items are non-refundable, including:
- Fully provided services.
- Activated downloadable software products.
- Custom or special orders.
4. Refund Process
- Initiate a Refund: To initiate a refund, please contact our support team at refunds@toconnect.net or call +1 (787) 488-0480. Include your name, order number, and reason for the refund.
- Approval: Upon receiving your request, we will review and process it. If approved, you will be notified by email or phone.
- Processing Time: Approved refunds will be processed within 7-10 business days. The refunded amount will be credited to the original payment method.
5. Return of Physical Products
- Condition: All physical products must be returned in their original packaging and in a resalable condition. Items must be undamaged and in like-new condition.
- Shipping Costs: Customers are responsible for return shipping costs unless the product is defective or sent in error.
6. Service Cancellations
- Subscriptions: Subscriptions can be canceled at any time before the start of the next billing cycle. Charges already applied will not be refunded.
- Support Services: Cancellation requests for support services must be made in writing and are subject to a prorated fee and applicable penalties based on the time of service already provided. For more details, please refer to our Support & Services Cancellation Policy.
7. Exceptions to Refunds and Cancellations
- Bulk Orders: Refunds for bulk or large orders may be subject to a restocking fee or handled on a case-by-case basis.
- Promotional Items: Items purchased at a discount or as part of a promotion may not be eligible for a refund or may be refunded only for the amount paid.
8. Specific Partner Refund Policies
In addition to To Connect’s refund policy, the following partners' products or services are subject to their respective refund and cancellation policies, which may include additional terms and conditions:
- Kaseya: Kaseya Refund Policy
- Datto: Datto Refund Policy
- Microsoft: Microsoft Refund Policy
- Microsoft: Microsoft Customer Agreement
- Lenovo US: Lenovo Refund Policy
- Veeam: Veeam Refund Policy
- Fortinet: Fortinet Refund Policy
- SecurityMetrics: SecurityMetrics Refund Policy
- Vonahi Security: Vonahi Security Refund Policy
- RapidFire Tools: RapidFire Tools Refund Policy
- Amazon Web Services (AWS): AWS Refund Policy
- HP, Inc: HP Refund Policy
- Logitech: Logitech Refund Policy
- Trellix: Trellix Refund Policy
9. Contact Us
For any questions or concerns regarding our refund and cancellation policy, please contact us at:
- E-Mail: refunds@toconnect.net
- Phone: +1 (787) 488-0480
- Address: 807 Ave Ponce De Leon PMB 2003, San Juan, PR 00907-3326
We appreciate your business and are committed to providing the best possible service.