They are very responsive and considerate. They are clear in telling you and reassuring about what they will do to clear up the problems with the computer. I could see clearly what was happening and was glad that I had called them. I can't speak too highly of their effort and the way they inspired confidence to be able to help someone out. It's exactly what anyone would want. They will listen to what someone is requesting and will tailor their solution to your needs. I can't say anything about refunds because there was no need to discuss that. I was overjoyed with the result I got. I must say that I did not subscribe to any long term plan, but I know what will happen later. It's like insurance.