Refund and Returns Policy

Refund and Service Adjustment Policy

Effective Date: May 26, 2026

1. Overview

TCP Global EOOD (“Company”) provides professional B2B IT asset lifecycle management services, including secure logistics, certified data destruction, technical diagnostics, and value recovery. This Refund and Service Adjustment Policy outlines the conditions under which service fees may be refunded, adjusted, or credited.

As all services are delivered under individual corporate agreements or written quotations, the specific terms of any service engagement take precedence over this general policy.

2. Service Nature

TCP Global EOOD operates exclusively in a B2B (business-to-business) capacity. Services are non-retail in nature and are not subject to standard consumer return rights under Bulgarian or EU consumer protection law. All engagements are governed by corporate service agreements, proposals, or purchase orders agreed between TCP Global EOOD and the client organisation.

3. Eligibility for Refunds or Service Credits

A refund or service credit may be issued in the following circumstances:

• Service not rendered: If TCP Global EOOD has collected payment for a service that was subsequently not performed due to circumstances within the Company’s control, a full refund will be issued.
• Partial service delivery: If agreed services were only partially completed due to Company error, a proportional credit or partial refund will be assessed and agreed in writing.
• Duplicate payment: In the event of an accidental duplicate payment, the excess amount will be refunded in full within 14 business days of confirmation.
• Documented service failure: Where a service has demonstrably failed to meet the agreed specifications outlined in a signed Service Level Agreement (SLA) or corporate contract, a credit or compensation may be negotiated.

4. Non-Refundable Services

The following services are generally non-refundable once initiated or completed:

• Certified data erasure or physical data destruction services — once certificates of destruction have been issued, the process is irreversible.
• Logistics and secure transport services — once assets have been collected and dispatched, transport costs are non-refundable.
• Technical diagnostics and assessment fees — once a technical report has been delivered to the client.
• Administrative and compliance documentation fees.

5. Asset Value Recovery and Consignment

In cases where IT assets are processed for value recovery or resale, TCP Global EOOD does not guarantee a specific resale value. Market fluctuations, asset condition, and global demand may affect final recovery values. Any revenue-sharing arrangements are strictly governed by the individual written agreement between the parties and are not subject to general refund terms.

6. Requesting a Refund or Service Adjustment

To initiate a refund or service adjustment request, clients must contact TCP Global EOOD in writing within 14 calendar days of the service completion date or invoice date, whichever is earlier. Requests must include:

• Company name and contact details
• Reference to the relevant invoice, contract, or service order number
• A clear description of the issue and the adjustment requested
• Any supporting documentation

Requests should be submitted by email to: csd@tcp-global.eu

7. Processing Timeline

TCP Global EOOD will acknowledge all refund or adjustment requests within 5 business days of receipt. A final decision will be communicated within 20 business days. If approved, refunds will be processed to the original payment method within 14 business days of approval.

8. Disputes

In the event of a dispute regarding a refund or service adjustment, the parties agree to first attempt resolution through good-faith negotiation. If unresolved, disputes shall be subject to the jurisdiction of the competent courts in Sofia, Bulgaria, in accordance with Bulgarian law and applicable EU regulations.

9. Contact

For any questions regarding this policy, please contact TCP Global EOOD:

• Имейл: csd@tcp-global.eu
• Телефон: (+359) 87 87 22 100
• Адрес: 24 George Washington St., 1202 София, България