Refund & Return Policy

Effective Date: June 25, 2025
Last Updated: June 25, 2025

1. OVERVIEW

This Refund and Return Policy outlines the terms and conditions for refunds, returns, and cancellations for all QuickBooks Desktop digital products sold by Firmquick, including QuickBooks Pro, Premier, and Pro Plus delivered electronically via email. This policy is designed to ensure customer satisfaction while protecting our business interests and complying with applicable laws, including California consumer protection regulations.

By purchasing digital products from Firmquick, you acknowledge and agree to the terms outlined in this Refund and Return Policy, which is incorporated into our Terms of Service and applies to all digital transactions.

IMPORTANT NOTE: Firmquick specializes exclusively in digital delivery of QuickBooks Desktop software. We do not sell or ship physical products, CDs, or DVDs. All products are delivered electronically via secure email with download links and license keys.

2. DIGITAL PRODUCT RETURN POLICY

2.1 Return Window

• Standard Return Period: 14 days from the date of digital delivery
• Business/Enterprise Licenses: 14 days from activation date

2.2 Digital Product Eligibility Requirements

Digital products may be returned only under specific circumstances:

Eligible for Return:

• Product not delivered within 48 hours of purchase confirmation
• Downloaded files are corrupted, incomplete, or non-functional
• License keys are invalid, non-functional, or already activated by another user
• Product delivered is significantly different from description
• Technical incompatibility with clearly disclosed system requirements
• Wrong product version delivered (our error)
• Duplicate charges or unauthorized transactions
• Major software defects confirmed by Intuit or our technical team

Not Eligible for Return:

• Software has been successfully installed and activated
• License has been registered with Intuit’s activation servers
• Product functions as described but doesn’t meet customer expectations
• Customer changed mind after successful installation and use
• System compatibility issues not disclosed in published requirements
• User error during installation, setup, or configuration
• Software works but customer prefers different accounting solution
• Business needs changed after purchase

2.3 Proof of Purchase Requirements

Valid returns require:

• Original order confirmation email
• Order number and purchase date
• Valid identification matching purchase records
• Email address used for purchase and delivery
• Payment method verification (if requested)
• Return authorization number (issued by customer service)

3. DIGITAL RETURN PROCESS

3.1 Initiating a Digital Product Return

Step-by-Step Process:

1. Contact Customer Service: Email contact@firmquick.com within 14 days of delivery
2. Subject Line: Use format “Return Request – Order #[Number] – [Product Name]”
3. Provide Details: Include order number, purchase date, and specific reason for return
4. Technical Documentation: Describe any technical issues with screenshots if applicable
5. Return Authorization: Wait for RMA (Return Merchandise Authorization) number

3.2 Required Return Documentation

When requesting a return, provide:

• Order confirmation email
• Screenshots of error messages (if technical issue)
• System specifications (if compatibility issue)
• Description of attempted troubleshooting steps
• Preferred resolution (refund, exchange, or store credit)

3.3 Technical Verification Process

Our technical team will:

1. Verify Purchase: Confirm order details and delivery status
2. Assess Issue: Review reported technical problems
3. Test Downloads: Verify file integrity and functionality
4. Check Activation: Confirm license key status with Intuit
5. Document Findings: Create technical assessment report
6. Approve/Deny: Make return decision based on policy criteria

3.4 Software Deactivation Requirements

For approved returns where software was installed:

• Software must be completely uninstalled from all computers
• License must be deactivated through Intuit’s system
• Activation keys must be surrendered and voided
• Proof of uninstallation may be required
• Customer must confirm no backup installations remain

4. REFUND PROCESSING

4.1 Refund Methods

Refunds are processed using the original payment method:

• Credit/Debit Cards (Stripe): Refunded to original card
• PayPal Payments: Refunded to original PayPal account
• PayPal Credit: Refunded according to PayPal Credit terms
• Bank Transfers/ACH: Refunded to original bank account
• Apple Pay/Google Pay: Refunded through original digital wallet

4.2 Refund Processing Timeline

Standard Processing Times:

• Approval Decision: 24-48 hours after return request
• Refund Initiation: 1-2 business days after approval
• Credit Card Refunds: 5-10 business days to appear on statement
• PayPal Refunds: 1-3 business days to PayPal account
• Bank Transfer Refunds: 5-10 business days to bank account
• Digital Wallet Refunds: 1-5 business days depending on provider

4.3 Refund Amount Calculation

Full Refunds Include:

• Original product purchase price
• Applicable sales taxes paid
• Processing fees (where refund is due to our error)

Deductions May Apply For:

• Restocking fees (where applicable and disclosed)
• Processing fees for customer-initiated returns
• Partial usage fees (for returns after extended evaluation period)

4.4 Refund Confirmations

Upon refund processing:

• Email confirmation sent with refund details
• Transaction ID provided for tracking
• Timeline communicated for payment appearance
• Customer service contact information included
• Instructions for following up if refund not received

5. CANCELLATION POLICY

5.1 Pre-Delivery Cancellations

Before Digital Delivery:

• Orders can be cancelled within 2 hours of purchase
• No charges applied for cancelled orders before processing
• Full refund if payment already processed
• Immediate email confirmation of cancellation
• No delivery of download links or license keys

5.2 Post-Delivery Cancellations

After Digital Delivery:

• Cancellation treated as return request
• Subject to standard return policy terms
• Must meet digital product return eligibility requirements
• Deactivation required if software installed
• Processing subject to verification procedures

5.3 Subscription Cancellations

For subscription-based QuickBooks services:

• Immediate Cancellation: Stop future billing cycles
• End of Period Service: Access continues until current period expires
• Prorated Refunds: Available for unused portions (case-by-case basis)
• California SB-313 Compliance: Easy online cancellation provided
• No Cancellation Fees: No penalties for legitimate cancellations

5.4 Business Account Cancellations

Enterprise customers may have:

• Extended cancellation periods per contract terms
• Volume licensing considerations
• Custom cancellation procedures
• Dedicated account manager assistance
• Contract-specific refund provisions

6. EXCHANGES AND PRODUCT UPGRADES

6.1 Product Exchange Options

Exchanges available for:

• Wrong Version Delivered: Exchange QuickBooks Pro for Premier (price difference applies)
• Upgrade Requests: Exchange for higher-tier product with additional payment
• Version Updates: Exchange for newer year version (price difference applies)
• Defective Downloads: Exchange for working copy of same product
• Compatibility Issues: Exchange for compatible version if available

6.2 Exchange Process

1. Contact Customer Service: Request exchange within 14 days
2. Verify Eligibility: Confirm exchange availability and terms
3. Calculate Adjustment: Determine any price differences
4. Process Payment: Collect additional payment if upgrade
5. Deactivate Original: Uninstall and deactivate original license
6. Deliver New Product: Send new download links and license keys
7. Confirm Installation: Verify successful installation of new product

6.3 Exchange Limitations

• Original product must be eligible for return
• Exchanges subject to product availability
• Price differences must be paid before new delivery
• Original license must be deactivated
• No exchanges after 30 days from original purchase

7. SPECIAL CIRCUMSTANCES

7.1 Technical Defects and Issues

For confirmed technical problems:

• Immediate Resolution: Priority handling for business-critical issues
• Alternative Delivery: Different download method if needed
• Version Replacement: Substitute working version if available
• Full Technical Support: Comprehensive installation assistance
• Expedited Refunds: Faster processing for confirmed defects

7.2 Delivery Failures

When digital delivery fails:

• Redelivery Attempts: Up to 3 automatic retry attempts
• Alternative Email: Option to use different email address
• Direct Download: Secure portal access as alternative
• Phone Support: Live assistance for delivery issues
• Expedited Resolution: Priority handling for delivery problems

7.3 License Key Issues

For license key problems:

• Key Replacement: New license keys for defective ones
• Activation Support: Direct assistance with Intuit activation
• Multi-User Keys: Proper keys for multi-user installations
• Transfer Assistance: Help with license transfers when permitted
• Verification Support: Confirmation of valid licensing

8. CALIFORNIA CONSUMER PROTECTION

8.1 California Digital Goods Laws

California residents have specific protections for digital products:

• Right to functional digital products as advertised
• Protection against defective digital downloads
• Clear disclosure of digital product limitations
• Right to refund for non-conforming digital goods
• Access to state consumer protection resources

8.2 Song-Beverly Consumer Warranty Act

For digital products under warranty:

• Right to repair (replacement download) or refund
• Protection against repeated defects
• Manufacturer warranty coordination
• Enhanced consumer remedies for persistent issues

8.3 California Civil Code Section 1793.2

Digital product warranty provisions:

• Right to conforming digital products
• Replacement for defective digital deliveries
• Refund rights for unrepairable digital issues
• Consumer protection for software defects

8.4 California Privacy Rights (CCPA/CPRA)

Return processing respects privacy rights:

• Minimal personal data collection for returns
• Secure handling of customer information
• Right to deletion of personal data
• Transparent data usage in return processing
• Opt-out rights for marketing communications

8.5 Automatic Renewal Law (SB-313)

For subscription services:

• Clear disclosure of auto-renewal terms
• Easy cancellation mechanisms
• Advance notice of renewals
• No hidden cancellation requirements
• Consumer-friendly cancellation procedures

9. RESTOCKING AND PROCESSING FEES

9.1 When Fees Apply

Processing fees may be charged for:

• Customer-Initiated Returns: 5% processing fee for change-of-mind returns
• Multiple Returns: Escalating fees for repeated return requests
• Late Returns: Additional processing fees for returns after 21 days
• Complex Returns: Administrative fees for complicated return situations

9.2 Fee Waivers

Fees automatically waived for:

• Defective digital products
• Our delivery errors
• Incorrect products delivered
• First-time customer returns
• Technical issues beyond customer control
• Returns required by California law

9.3 California Fee Limitations

Under California consumer protection laws:

• Fees must be clearly disclosed before purchase
• Fees must be reasonable and cost-related
• Certain fee limitations apply to consumer transactions
• Consumer rights cannot be waived by fee agreements

10. FRAUDULENT PURCHASES AND CHARGEBACKS

10.1 Fraud Prevention

We monitor for fraudulent transactions:

• Payment verification systems
• Unusual purchase pattern detection
• High-risk transaction screening
• Customer verification procedures
• Coordination with payment processors

10.2 Fraudulent Purchase Resolution

For suspected fraudulent transactions:

• Immediate investigation initiated
• Temporary hold on product delivery
• Customer identity verification required
• Cooperation with law enforcement if needed
• Legitimate customer protection procedures

10.3 Chargeback Management

When customers initiate chargebacks:

• Comprehensive documentation provided to payment processors
• Dispute through proper payment processor channels
• Customer account review and potential restrictions
• Recovery of digital products through license deactivation
• Resolution based on payment processor findings

11. INTERNATIONAL CUSTOMER RETURNS

11.1 International Return Policy

International customers receive:

• Same return eligibility as domestic customers
• Currency conversion at current exchange rates
• Extended communication timelines for time zone differences
• Multi-language customer support when available
• Compliance with local consumer protection laws where applicable

11.2 International Processing Considerations

• Extended processing times due to international banking
• Currency conversion fees may apply
• Time zone coordination for customer service
• Local law compliance where required
• Alternative communication methods when needed

12. CUSTOMER SERVICE AND SUPPORT

12.1 Return Support Contact Information

Primary Return Support:

• Email: contact@firmquick.com
• Subject Line: “Return Request – Order #[Number]”
• Phone: (707) 314-6045
• Hours: Monday-Friday, 9:00 AM to 6:00 PM PST
• Response Time: Within 24 hours for email inquiries

12.2 Technical Return Support

For technical issues leading to returns:

• Technical Email: support@firmquick.com
• Phone Support: (707) 314-6045 (option 2)
• Remote Assistance: Available by appointment
• Screen Sharing: For complex technical verification
• Documentation: Detailed technical assessment reports

12.3 Escalation Process

For unresolved return issues:

1. Supervisor Review: Escalate to customer service supervisor
2. Technical Manager: Advanced technical issue review
3. Management Review: Policy exception consideration
4. Legal Compliance: Consumer protection law verification
5. External Mediation: Third-party dispute resolution if needed

12.4 Return Status Tracking

Customers can track return status through:

• Automated email updates at each processing stage
• Phone inquiry with customer service representatives
• Online customer portal (when available)
• Return confirmation and completion notifications
• Refund processing status updates

13. RETURN RECORDS AND COMPLIANCE

13.1 Documentation Requirements

We maintain comprehensive records of:

• All return requests and outcomes
• Customer communication history
• Technical assessment findings
• Refund processing documentation
• Compliance with consumer protection regulations
• License deactivation confirmations

13.2 Audit and Quality Assurance

Regular review processes include:

• Return policy compliance audits
• Customer satisfaction analysis
• Technical issue pattern identification
• Legal compliance verification
• Customer service training updates
• Process improvement initiatives

13.3 Regulatory Compliance

Ongoing compliance with:

• California consumer protection laws
• Federal electronic commerce regulations
• Payment processor requirements
• Software vendor (Intuit) policies
• Industry best practices for digital goods

14. POLICY EXCEPTIONS AND MANAGEMENT DISCRETION

14.1 Exceptional Circumstances

Management may authorize exceptions for:

• Extreme customer hardship situations
• Technical issues beyond standard policy scope
• Long-term customer relationship considerations
• Legal compliance requirements
• Vendor-mandated policy adjustments
• Force majeure situations

14.2 Customer Loyalty Program

Valued customers may receive:

• Extended return periods
• Waived processing fees
• Priority return processing
• Enhanced technical support
• Flexible resolution options
• Dedicated account management

14.3 Discretionary Resolutions

Alternative resolutions may include:

• Store credit for future purchases
• Free product upgrades
• Extended technical support
• Training session credits
• Partial refunds with continued use
• Custom licensing arrangements

15. DISPUTE RESOLUTION

15.1 Internal Resolution Process

We encourage resolution through:

• Direct communication with customer service
• Technical team consultation
• Supervisor and management escalation
• Good faith negotiation and accommodation
• Documented resolution attempts
• Customer satisfaction follow-up

15.2 External Resolution Options

California Residents:

• California Department of Consumer Affairs
• Better Business Bureau mediation services
• Small claims court for qualifying disputes
• State attorney general consumer protection division
• Private arbitration services

All Customers:

• Payment processor dispute resolution
• Industry arbitration services
• Consumer protection agency assistance
• Legal counsel consultation
• Federal consumer protection resources

15.3 Alternative Dispute Resolution

• Voluntary mediation services
• Arbitration through recognized organizations
• Settlement negotiations
• Consumer advocacy group assistance
• Industry ombudsman services

16. POLICY UPDATES AND MODIFICATIONS

16.1 Policy Change Procedures

This policy may be updated to:

• Reflect changes in applicable consumer protection laws
• Improve customer experience and satisfaction
• Address new technology and delivery methods
• Comply with payment processor requirements
• Incorporate customer feedback and suggestions
• Align with software vendor policy changes

16.2 Customer Notification

Policy updates communicated through:

• Email notifications to all registered customers
• Prominent website announcements
• Inclusion in purchase confirmation emails
• Customer service representative training
• 30-day advance notice for material changes affecting customer rights

16.3 Grandfathering Provisions

• Existing orders processed under original policy terms
• Current customers given grace period for adaptation
• No retroactive application of restrictive changes
• Customer choice for beneficial policy changes
• Clear transition period communication

17. LEGAL DISCLAIMERS AND LIMITATIONS

17.1 Policy Scope Limitations

This return policy applies specifically to:

• Digital QuickBooks Desktop products sold by Firmquick
• Products delivered via our electronic delivery systems
• Transactions processed through our authorized payment methods
• Customers purchasing directly from Firmquick
• Returns initiated within specified timeframes

17.2 Third-Party Limitations

We are not responsible for:

• Intuit manufacturer warranty claims (though we assist)
• Third-party software compatibility issues
• Customer’s internet service provider problems
• Email delivery issues beyond our control
• Customer’s computer hardware or software problems
• Force majeure events affecting our operations

17.3 Consumer Rights Protection

This policy does not limit:

• Rights that cannot be waived under California law
• Federal consumer protection rights
• Payment processor dispute resolution rights
• Manufacturer warranty coverage
• Legal remedies available under applicable law

18. CONTACT INFORMATION AND HOURS

18.1 Return Department Contact

Firmquick Returns and Customer Service
1548 9th St
Santa Monica, CA 90401
Phone: (707) 314-6045
Email: contact@firmquick.com

18.2 Business Hours and Response Times

Customer Service Hours:
Monday through Friday: 9:00 AM to 6:00 PM PST

Response Timeframes:

• Email Returns: Within 24 hours
• Phone Returns: Immediate during business hours
• Technical Issues: Within 12 hours for critical issues
• Refund Processing: 24-48 hours after approval