Support Response Policy
We provide initial response to all requests for support within 18-hours or less. In most cases we average 2-hours or less for priority requests
We also realize that responsiveness goes beyond the first contact, which is why we are also dedicated to providing adequate resources to resolve most support issues within 24-hours or less overall from open to close of the ticket. In situations where this is not possible, say for instance there is extensive follow-up required, usually a Project Manager handling your account will step in to provide additional service.
After ordering services from GoldHat you may cancel (and receive a full refund) anytime up to 24-hours prior to the official start time of your project or service. Within the window of 24-hours or less, up to the point of the official start time of your project or service we will accept a cancellation and charge a fee equal to 10% of the cost of the project or service.
Once a project has begun, you may cancel at any point and will be charged for services rendered up until the point of cancellation plus an additional fee of 10% cancellation cost will apply. The details of these rendered services will be provided in official project documents related to the work being performed. All work partially completed will be transferred to your possession (if applicable) as if the project had been completed.
We can only provide refunds for the purchase of certain returnable goods. Most services we provide are not returnable, and no refunds can be issued. Note that in the case of a cancellation of a project where you have paid an advance fee or deposit, the balance of that amount will be refunded (or credited) after payment for services rendered and cancellation fee are deducted.
In the event that a requirement of a project has not been met by GoldHat, we will correct the oversight upon request and only if we are unable to achieve this will a refund be issued. We will not issue a refund in a situation where a purchaser has chosen to hire another vendor to perform the work, but the cancellation policy would apply in this situation.