Effective Date: July 2026
AOS is committed to providing fair, transparent and professional Online Computer Help through the AOS Service platform. This Refund & Cancellation Policy explains how appointment cancellations, rescheduling requests and refund decisions are handled for services booked through our website.
Our objective is to treat every customer fairly while recognising that professional engineering time, technical expertise and scheduled appointments represent valuable service resources. This policy is intended to establish clear expectations before a service appointment begins.
By booking an Online Computer Help service through AOS Service, you acknowledge that you have read and understood this Refund & Cancellation Policy.
Scope of this Policy
This policy applies to all appointment-based Online Computer Help services offered through the AOS Service website unless a separate written agreement states otherwise.
It explains the procedures relating to:
- Appointment cancellations.
- Appointment rescheduling.
- Refund eligibility.
- Payment-related enquiries.
- Service interruptions.
This policy should be read together with our Terms and Conditions, Privacy Policy and Disclaimer.
Appointment-Based Service
Unlike automated online services, AOS provides appointment-based Online Computer Help delivered by a qualified service engineer through secure remote support.
When an appointment is confirmed, engineering time is reserved exclusively for that customer. This allows our engineers to prepare for the requested service and provide dedicated technical assistance during the scheduled session.
Because appointments involve the allocation of professional time and resources, cancellations and refund requests are managed according to the principles described in this policy.
Scheduled Appointments
Each booking reserves dedicated engineering time specifically for your requested service.
Professional Diagnosis
Technical assessment and diagnosis are valuable professional services, even where a software issue cannot ultimately be resolved through remote assistance.
Transparent Communication
Where practical, estimated service requirements and applicable charges are explained before paid work begins.
Customer Choice
Customers remain free to accept or decline the recommended service after receiving the initial assessment.
Before Your Appointment
To help ensure a productive remote support session, customers are encouraged to prepare their computer before the scheduled appointment.
Recommended Preparation
- Maintain a stable internet connection.
- Create a backup of important personal or business files.
- Ensure the computer can start normally where possible.
- Keep administrator credentials available if required.
- Be present throughout the scheduled appointment.
Preparing in advance helps reduce unnecessary delays and allows our engineers to focus on diagnosing and resolving the reported issue as efficiently as possible.
Customer Cancellation
Customers may cancel a scheduled appointment before the agreed service time by informing AOS through the available communication methods. We appreciate receiving cancellation requests as early as reasonably possible so that the reserved appointment may be made available to other customers.
Where payment has already been made, any refund will be considered in accordance with the principles described in this Refund & Cancellation Policy.
Repeated appointment cancellations without reasonable notice may affect the availability of future bookings.
Appointment Rescheduling
We understand that unexpected situations may arise. Customers who are unable to attend a scheduled appointment may request that their appointment be rescheduled instead of cancelled.
Rescheduling requests should be made before the scheduled appointment whenever reasonably possible. AOS will make reasonable efforts to provide another suitable appointment based on engineer availability.
Rescheduling May Be Requested When
- An unexpected personal emergency arises.
- Internet connectivity is temporarily unavailable.
- The computer is temporarily unavailable.
- Additional preparation time is required.
- Another mutually convenient appointment is preferred.
Rescheduling is generally preferred over cancellation because it allows the reserved engineering time to be utilised effectively while ensuring continuity of customer support.
Cancellation by AOS
Although every effort is made to honour confirmed appointments, circumstances beyond our reasonable control may occasionally require AOS to postpone or cancel a scheduled service.
Examples may include technical infrastructure failures, engineer unavailability due to unforeseen circumstances, severe internet disruptions or other operational situations that prevent the scheduled service from being delivered.
Where AOS is unable to proceed with a confirmed appointment, customers will be informed as soon as reasonably practicable.
If AOS Cancels an Appointment
- A new appointment may be offered at no additional charge.
- The customer may choose an alternative available schedule.
- If rescheduling is not suitable, any eligible refund will be processed in accordance with this policy.
Failure to Attend a Scheduled Appointment
A successful Online Computer Help session requires the customer's participation during the agreed appointment time. If a customer is unavailable, cannot be contacted or is unable to provide the necessary access to the computer, the appointment may not be completed as scheduled.
Where this occurs, AOS will make reasonable efforts to contact the customer before considering the appointment missed.
If the appointment cannot proceed because the customer is unavailable without prior notice, a new appointment may need to be scheduled and additional charges may apply where appropriate.
Service Interruptions
Remote support depends upon reliable communication and stable internet connectivity. Occasionally, a support session may be interrupted by circumstances beyond the control of either the customer or AOS.
Internet Interruptions
Temporary internet failures may interrupt a remote support session. Where practical, the session will resume once connectivity has been restored.
Power Failures
Unexpected electrical interruptions affecting either party may require the appointment to be continued at another mutually agreed time.
Computer Failure
If the computer experiences a hardware failure or becomes unstable during diagnosis, our engineer will explain the findings and recommend appropriate next steps.
Fair Resolution
Where interruptions occur through no fault of either party, AOS will make reasonable efforts to complete the remaining service through rescheduling whenever practical.
Refund Eligibility
AOS believes that refund requests should be considered fairly and reasonably, taking into account the nature of the service requested, the work completed and the circumstances surrounding the appointment.
Every Online Computer Help request is unique. For this reason, refund decisions are evaluated individually rather than by applying a single rule to every situation.
Where a refund is considered appropriate, it will normally be processed using the original payment method wherever reasonably practicable.
Refunds May Be Considered When
- A confirmed appointment cannot be provided due to circumstances solely attributable to AOS.
- A duplicate payment has been received for the same service.
- An incorrect amount has been charged due to an administrative error.
- A prepaid appointment is cancelled by AOS and the customer chooses not to reschedule.
- Any other situation where AOS determines that a refund is fair and appropriate.
Situations Where Refunds Are Normally Not Available
Professional engineering time, technical knowledge and diagnostic expertise form an essential part of the services provided by AOS. Accordingly, refunds are generally not available where professional services have already been delivered in accordance with the agreed scope of work.
Refunds Are Normally Not Available When
- The agreed remote support service has been completed.
- The reported issue is determined to be caused by a hardware fault that cannot be resolved through remote assistance.
- The customer decides not to continue after a professional diagnosis has been completed.
- The customer changes their mind after the agreed service has been delivered.
- The customer repeatedly disconnects or terminates the remote support session without a technical or reasonable operational cause.
- The reported issue results from limitations beyond the scope of Online Computer Help.
Where a diagnosis concludes that a computer requires physical repair or replacement of hardware components, the diagnostic work already completed remains a professional engineering service even though the issue itself cannot be resolved remotely.
Professional Diagnosis
An accurate diagnosis is often the most valuable part of a technical support session. Determining the underlying cause of a problem requires professional knowledge, systematic investigation and practical engineering experience.
In some situations, the outcome of a diagnosis may be that a hardware failure, manufacturer limitation or another technical constraint prevents the reported issue from being resolved through remote support.
Although the final outcome may not always be a successful software repair, the professional diagnosis itself represents valuable technical work and forms part of the service provided.
Engineering Principle
Customers engage AOS not only for software repair, but also for professional technical assessment, accurate diagnosis and honest recommendations regarding the most appropriate course of action.
Partial Refunds
Where only part of the agreed service has been completed before an appointment is discontinued, interrupted or cancelled, AOS may consider a partial refund where this is reasonable and appropriate.
When determining whether a partial refund is appropriate, factors that may be considered include:
- The amount of engineering work already completed.
- The time devoted to diagnosis and troubleshooting.
- The reason the service could not be completed.
- Whether the interruption was within the reasonable control of either party.
- The overall fairness of the circumstances.
Technical Limitations
Online Computer Help is highly effective for many software-related problems. However, certain issues cannot be resolved remotely because of physical hardware failure, manufacturer restrictions, severe operating system corruption or other technical limitations.
Where such limitations are identified, our engineers will explain the findings clearly and recommend the most appropriate next step, which may include visiting an authorised service centre or consulting a qualified local technician.
The existence of a technical limitation does not, by itself, indicate that the service has been performed improperly or create an automatic entitlement to a refund.
Refund Processing
Where a refund has been approved by AOS, we will make reasonable efforts to process it as promptly as practicable using the original payment method wherever possible.
The time required for the refunded amount to appear in the customer's account may vary depending upon the payment provider, banking institution or payment platform used during the original transaction.
Customers will be informed if additional information is reasonably required to verify a refund request or complete the refund process.
Refund Process
- Refund requests are reviewed individually.
- Supporting information may be requested where necessary.
- Approved refunds are processed using the original payment method wherever practicable.
- Processing times may vary depending on the payment provider.
How to Request a Refund
If you believe that you are eligible for a refund under this policy, please contact AOS as soon as reasonably possible after the completion or cancellation of the service.
To help us review your request efficiently, please provide relevant information such as your name, appointment details, payment reference, transaction details and a brief description of the circumstances giving rise to the refund request.
Each request will be reviewed fairly and objectively based on the information available and the principles outlined in this Refund & Cancellation Policy.
Related Policies
This Refund & Cancellation Policy should be read together with the other legal documents published on the AOS Service website.
Related Information
Contact Information
If you have any questions regarding this Refund & Cancellation Policy, appointment scheduling or refund eligibility, you are welcome to contact AOS through the communication methods provided on our Contact page.
AOS
Online Computer Help through AOS Service
We are committed to providing professional, transparent and customer-focused remote computer support while treating every refund or cancellation request with fairness and reasonable consideration.
Final Statement
Every computer problem is different, and every customer deserves honest technical advice and fair treatment. For that reason, AOS evaluates refund and cancellation requests with careful consideration of the work performed, the circumstances involved and the principles of professional engineering practice.
Our objective is not simply to resolve computer problems, but to build long-term trust by providing reliable Online Computer Help, transparent communication and responsible customer service. We believe that clear policies help establish realistic expectations and contribute to a positive service experience for everyone.
By booking or using the Online Computer Help services provided through AOS Service, you acknowledge that you have read, understood and accepted this Refund & Cancellation Policy.