Tickets must be purchased in advance via our website. If you’re not sure how much time the work you require will take (and how many tickets to buy), Rivmedia will do what we can within the time allowed, or you can email us beforehand to ask how many tickets the work will require.
Tickets are restricted to a maximum time allowance of 30 minutes or when your question is answered, issue resolved or work completed (whichever comes first).
Correspondence will be conducted via email (sometimes phone if required).
Support Ticket Refunds – On the off chance that we are unable to help you (e.g. its outside the scope of what we can provide via this service), and we are able to determine this prior to any work commencing you will be notified and provided with a full refund. Should we proceed with debugging, due to the nature of this work we can’t guarantee that we will be able to resolve your issue either within the time allocated or at all. Depending on the issue it is sometimes difficult to determine how much time is needed or if it falls outside our knowledge base until the investigation commences. If we determine that we cannot resolve your issue we are still required to be compensated for our time in investigating therefore tickets in this instance are non-refundable. However, if we determine that we are unable to resolve the issue prior to reaching the time limit allocated a pro-rata refund will be provided.
If you cease to communicate with us, tickets expire 2 weeks after purchase and are non-refundable.
If you are entitled to a refund, they will be processed via the manner in which they were paid with the exception of cash or cheque payments which will be refunded via direct bank deposit only.