Refund Policy

Our Refund Philosophy

At CCTV Office, we strive to provide high-quality surveillance software and services. We understand that sometimes things may not work as expected. This refund policy is designed to be fair and transparent while protecting both customers and the company.

Software Licenses and Subscriptions

1. 7-Day Money-Back Guarantee

If you are not completely satisfied with our software within the first 7 days of purchase, we offer a full refund. To qualify:

• The request must be made within 7 days of your initial purchase date
• You must have attempted to resolve issues with our technical support
• No more than 5 support tickets have been submitted for the same issue

2. Subscription Cancellations

All our plans are yearly subscriptions. You may cancel your subscription before renewal. If you cancel within the first 7 days of purchase, you are eligible for a full refund. After 7 days, no refunds are available but your access continues until the end of your paid period.

3. Software Key Issues

If your software key is not working due to:

• Technical issues on our end - full refund or replacement key provided
• Hardware change - we can transfer the key to new hardware (subject to verification)
• Accidental purchase - case-by-case basis, contact support

Remote Setup Services

1. Remote Setup Completed Successfully

Remote setup services are considered complete once:

• Our technician has confirmed successful installation
• You have verified the software is working on your system
• At least one camera is displaying in the software

Remote setup fees are non-refundable once the service has been completed successfully.

2. Remote Setup Unable to Complete

If we are unable to complete the remote setup due to:

• Technical incompatibility on your system - full refund
• Connectivity issues - full refund or reschedule option
• Customer not available at scheduled time - reschedule only, no refund

Cloud Storage

• Cloud storage fees are billed in advance
• Unused storage time is not refundable
• If cloud service is unavailable for more than 72 continuous hours, a prorated credit will be provided
• Credits can be used for future cloud storage charges

Partner Program

Partner registration fees and commissions:

• Partner registration fees are non-refundable after 7 days
• Commission payouts are processed monthly and are non-refundable once paid
• Partner wallet balances cannot be withdrawn as cash; they can only be used for service payments

How to Request a Refund

1. Contact Support: Email us at support@cctvoffice.com with your order details
2. Describe the Issue: Provide details about why you are requesting a refund
3. Provide Evidence: Include screenshots or error messages if applicable
4. Wait for Review: Our team will review your request within 2-3 business days
5. Receive Response: You will receive an email with our decision and next steps

Refund Processing Time

• Approved refunds are typically processed within 5-10 business days
• Refund method matches original payment method
• Bank transfers may take additional 2-5 business days depending on your bank

Chargebacks and Disputes

Initiating a chargeback or payment dispute with your bank should be a last resort. Please contact us first to resolve any issues. Chargebacks may result in:

• Termination of your service access
• Inability to create future accounts with the same email
• Loss of any remaining account balance

Exceptions to This Policy

Refunds may be denied or reduced in cases of:

• Abuse of the refund policy (multiple refund requests)
• Fraudulent transactions
• Violation of Terms of Service
• IP address or device changes beyond reasonable limits

Policy Changes

We reserve the right to modify this refund policy at any time. Changes will be posted on this page with an updated "Last updated" date.

Contact Information

For questions about this policy or to request a refund, please contact us:

• Email: support@cctvoffice.com
• Phone: +91 98765 43210
• Hours: Monday - Saturday, 10 AM - 7 PM IST