At NIILAA LLC (“Company,” “we,” “us,” “our”), we operate as a global Managed Service Provider (MSP). This policy establishes the standard procedures for refunds, returns, and cancellations for all clients worldwide. By purchasing our services or products, you agree to these terms in full.
1. Delivery of Goods and Services
NIILAA LLC provides both tangible and intangible assets. Delivery is defined as follows:
- Software Licenses & Digital Keys: Delivery is deemed complete and irreversible the moment the digital license key, activation code, or credential set is transmitted to your registered email or made available in your client portal.
- Managed & Hosting Services: Service delivery begins on the "Activation Date." For hosting, this is when the instance is provisioned. For managed services, this is when monitoring or support access is established.
- Physical Hardware: Delivery is confirmed via the carrier’s "Delivered" status. NIILAA LLC is not responsible for local customs delays or import duties in international jurisdictions.
2. Refund Eligibility and Conditions
Eligibility for a refund is strictly categorized by the type of asset:
- OEM Software (3CX, Microsoft, Veeam, etc.): Strictly Non-Refundable. These are one-time-use digital assets that cannot be "de-provisioned" once the key is exposed.
- Managed Maintenance Plans: Eligible for pro-rated refunds if canceled mid-term (see Section 6).
- Pro Support Tickets: Non-refundable once purchased. They remain on your account as a credit for future use.
- Hardware (Physical): Only eligible for refund/replacement if reported as Dead on Arrival (DOA) within 60 days of purchase. Non-defective "change of mind" returns are prohibited.
3. Administrative Deductions
NIILAA LLC maintains a policy of “Net-Zero Loss” on non-service-related overhead. The following deductions are mandatory for any approved refund:
- Gateway Administrative Fee: Most payment processors (Stripe, PayPal, SSLCommerz) do not refund their transaction fees to us. A non-refundable fee of approximately 4% will be deducted from your total refund amount to cover these costs.
- Restocking Fees: Authorized returns of hardware (by special exception) incur a 15% restocking fee.
- Labor & Configuration Deductions: Any labor hours already spent on deployment, CRM integration, or system migration prior to a refund request are non-refundable and will be deducted at a rate of $150 USD per hour.
4. Financial Institutions and Gateway Services
Our refund timelines are governed by the internal processing cycles of our global financial partners.
- Original Method Restriction: To prevent fraud and comply with Anti-Money Laundering (AML) laws, we only issue refunds to the original payment method.
- Processing Timelines: Once NIILAA LLC approves a refund, the "Settlement Period" is determined by your bank and the gateway (Stripe, PayPal, SSLCommerz, Airwallex, Wise, or Payoneer). This typically takes 5–10 business days.
- Currency Conversion: Refunds are issued in USD. NIILAA LLC is not liable for any losses you incur due to currency fluctuations or bank-applied exchange fees during the refund process.
5. Refund Request Process
To ensure legal validity and tracking, all refund requests must follow this formal path:
- Ticket Submission: Open a Billing Dispute ticket via your client portal or email [email protected].
- Required Documentation: You must provide the Order ID, proof of purchase, and a detailed technical or business justification for the request.
- Triage: Our team will verify if the service has been activated or the license delivered.
- Final Settlement: If approved, you will receive a Refund Settlement Statement showing the gross amount minus the gateway fee and any other applicable deductions.
6. Service Termination & Activation
- Service Activation: Once any service has been provisioned such as a 3CX instance, cloud server, or managed backup is "provisioned," the setup fee is considered earned and is non-refundable.
- Pro-Rated Maintenance Refunds: For annual contracts canceled early, NIILAA LLC will refund 60% of the remaining unused months. The remaining 40% is retained as an early termination and administrative fee.
- Cancellation Notice: Clients must provide a 30-day written notice for the termination of recurring managed services to avoid the next billing cycle.
7. Global Compliance & Statutory Rights
NIILAA LLC is a New Mexico LLC. While we operate globally, these terms are governed by the laws of the State of New Mexico, USA. Nothing in this policy affects your non-excludable statutory rights under local laws (e.g., Australian Consumer Law or the UK Consumer Rights Act), which shall be honored where mandatory.
8. Contact Us
If you have any questions about any of our refund policies, please do not hesitate to contact us.
NIILAA LLC.
1209 Mountain Rd Pl NE, STE R,
Albuquerque, NM 87110, USA
[email protected]
+(1) 9293 091 673