This Fulfillment Policy describes how Elite Tech Force delivers services, handles billing, cancellations, refunds, and support.

1) Services covered

Elite Tech Force provides business technology services including IT support, network and Wi-Fi maintenance, firewall/security configuration, troubleshooting, systems administration, and automation/integration work (including Shopify, Amazon, NetSuite, and Gorgias workflows).

2) Pricing and billing

• Remote services (hourly): billed at $39.99 per hour unless a different rate is agreed in writing.
• On-site services: billed at the rate and minimums stated on your quote or invoice.
• Monthly support plans: billed in advance each billing cycle (monthly unless otherwise stated). Service continues through the paid period.
• Project work: billed as quoted. Projects may require a deposit and/or milestone payments depending on scope.
• Third-party costs: licenses, subscriptions, hosting, shipping, and hardware are billed separately when applicable.

3) Service delivery and fulfillment

• Start of service: services begin after (1) scope/plan approval and (2) required access is provided.
• Remote support: delivered via email/ticketing and remote access tools as appropriate.
• On-site support: delivered at the scheduled date/time and location agreed with the client.
• Projects: delivered according to the written scope and timeline. Timelines can shift due to third-party dependencies, access delays, or client approval cycles.

4) Support hours and SLA

Our standard support hours are Monday–Friday, 9:00 AM–6:00 PM (ET) , excluding U.S. federal holidays, unless otherwise agreed in writing.

• New tickets received during business hours: initial response typically same business day
• After-hours submissions: acknowledged on the next business day, and handled in the order received unless the issue is urgent.
• Urgent issues: if you mark the issue as urgent and/or call for escalation (when provided), we prioritize restoration of service as quickly as possible based on the situation and access.

Exact response and resolution targets may vary by plan or agreement. If your plan includes different SLAs, those written terms control.

5) Client responsibilities (required for fulfillment)

• Provide accurate contact information and timely responses to questions/approvals.
• Provide necessary access (accounts, admin permissions, VPN, MFA, vendor contacts) to perform work.
• Maintain valid licenses/subscriptions for any third-party products required for your environment.

6) Cancellations and termination

• Monthly plans: may be cancelled with written notice. Service continues through the current paid period. Any unpaid balances remain due.
• Scheduled on-site visits: cancellations or reschedules should be requested as early as possible. Late cancellations may be billable if travel or reserved time cannot be reallocated.
• Projects: may be cancelled in writing. You are responsible for work completed up to the cancellation date plus any non-refundable third-party costs incurred.

7) Refunds

• Hourly services: charges are for time already performed and are not refundable.
• Monthly plans: generally non-refundable once the billing period begins, except where required by law or explicitly stated in writing.
• Projects/deposits: deposits and completed work are generally non-refundable. If a material service failure is caused solely by us and we cannot reasonably remedy it, we will work with you on an appropriate resolution.
• Third-party costs: (licenses, hosting, subscriptions, hardware) are non-refundable if they cannot be recovered from the vendor.

8) Scope changes

Requests outside the agreed scope may require a change order, updated quote, or additional time. We will confirm any scope or pricing changes in writing before proceeding.

9) Contact

Questions about fulfillment, billing, cancellations, or refunds:
Email: support@elitechforce.com