Returns and Cancellation Policy

goCloudOffice, Inc. ("goCloudOffice") is a services company. This policy explains how to cancel subscriptions and consulting appointments, how prepaid labor packages behave, and what happens when hardware is procured on your behalf. Where this policy and the Terms and Conditions address the same subject, the Terms and Conditions control.

1. Canceling a Subscription

Subscriptions to the 360SmartIT Department℠ and other goCloudOffice subscription services may be canceled as follows:

Month-to-month subscriptions may be canceled at any time, effective at the end of the current billing period, with charges prorated accordingly.
Annual subscriptions (billed monthly or prepaid) may be canceled with sixty (60) days' written notice. For prepaid annual subscriptions, unused full months remaining after the effective cancellation date are refunded.

You may give cancellation notice through the customer portal, by email to goCloudOffice support, or by calling (408) 414-7300 during regular business hours (followed by written confirmation). Cancellation details are governed by Section 3 of the Terms and Conditions.

2. Canceling a Consulting Appointment

You may cancel or reschedule a scheduled consulting appointment at any time up to twenty-four (24) hours before the confirmed service date by contacting goCloudOffice support or calling (408) 414-7300 during regular business hours. Appointments canceled less than twenty-four (24) hours before the confirmed service date may be charged for time reserved, and prepaid appointment fees for late cancellations are non-refundable. Work already authorized and performed is billable in accordance with the Terms and Conditions.

3. Prepaid Labor Packages

Prepaid labor package credit is governed by Section 4 of the Terms and Conditions. In summary: credit applies only to labor performed on or after the package purchase date; it may not be applied to open or pre-existing invoices or to subscription fees; it is valid for twelve (12) months from purchase; it is non-transferable; and unused credit expires at the end of the validity period and is non-refundable. Please review the Terms and Conditions for the complete terms.

4. One-Time Onboarding Projects and Annual Renewals

Some services combine a one-time onboarding project with an annual renewal — for example, 360ABMEnrollment℠ (Apple Business Manager enrollment): a one-time setup fee to connect your Apple Business Manager to your management plane, followed by a yearly fee to renew the Apple Push Notification certificate and the Apple Business Manager service token that keep your devices enrolled. For these services:

The one-time setup fee is non-refundable once the onboarding work has been scheduled or has begun, as it reflects specialist time and certificate provisioning performed for you;
The annual renewal fee renews automatically each year at the then-current published rate. You may cancel the renewal with at least sixty (60) days' written notice before the renewal date; a renewal already charged for the current year is non-refundable;
Apple Business Manager, Automated Device Enrollment, and the Apple Push Notification service are services of Apple Inc., not goCloudOffice. We perform the integration and the annual renewal; Apple's own terms govern your Apple Business Manager account, and an active account on your side is required;
If you discontinue the renewal or move device management to another provider, the renewal service ends at the next renewal date and your Apple certificate or service token may lapse, which can interrupt automatic device enrollment until re-established.

5. Hardware Procured on Your Behalf

goCloudOffice does not operate a retail store. From time to time, at a customer's request, goCloudOffice procures hardware or software on the customer's behalf from a manufacturer or distributor. For such procurements:

Returns, exchanges, and warranty claims follow the return and warranty terms of the applicable manufacturer or distributor, and goCloudOffice will assist you in pursuing them;
Any restocking fees or return shipping charges imposed by the manufacturer or distributor pass through to the customer;
Special-order, custom-configured, opened-software, and license items may be non-returnable where the manufacturer or distributor designates them as such;
Procurement orders may be canceled without charge at any time before goCloudOffice places the order with the manufacturer or distributor; after the order is placed, the manufacturer's or distributor's cancellation terms apply.

6. How to Reach Us

Please contact goCloudOffice support through the customer portal, by email, or by calling (408) 414-7300 during regular business hours. To expedite processing, please have your account name and any relevant invoice or order number available.