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Refund Policy

Karma Bytes

Last updated: 30th November 2025

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Karma Bytes is a trading name of InfraZen Ltd, The Collingwood Buildings, 38 Collingwood Street, Newcastle upon Tyne, NE1 1JF, UK.

We aim to provide a reliable, high-quality service, and we want every customer to feel confident when choosing us. This Refund Policy explains when refunds may be offered and how they are handled in accordance with UK consumer law.

1. Your Rights Under UK Law

Under the Consumer Rights Act 2015, you are entitled to services that are carried out:

  • with reasonable care and skill

  • within a reasonable time

  • at a reasonable cost (if no price was agreed beforehand)

If we fail to meet these standards, you may be entitled to a repair, repeat service, price reduction or refund. Nothing in this policy affects those statutory rights.

2. When Refunds Are Offered

We may offer a full or partial refund in the following situations:

2.1 Service Not Delivered

If we agree to carry out a service and are unable to deliver it, you will receive a full refund.

2.2 Service Cancelled by Us

If we cancel a service part-way through for reasons outside your control, we will refund the unused portion of the work on a pro-rata basis.

2.3 Faulty or Unsatisfactory Work

Suppose the same issue reappears within our 30-day workmanship guarantee, and we cannot resolve it through a repeat repair. In that case, we may issue a full or partial refund depending on the circumstances.

2.4 Customer Cancels Before Work Begins

If you cancel before any work has started, you will be entitled to a full refund of any amount paid in advance.

2.5 Customer Cancels Part-Way Through

If you cancel during a repair or diagnosis, we will charge only for the work already completed and refund the remainder, if applicable.

3. Situations Where Refunds Are Not Usually Available

Refunds are generally not offered when:

  • The problem lies with pre-existing faults or damage not related to our work

  • A device cannot be repaired due to an underlying hardware failure

  • A data recovery attempt is unsuccessful (as it is a best-effort service)

  • The customer has misused, damaged or altered the device after collection

  • The fault is caused by software, malware or external factors after the repair

  • You change your mind after the service has been completed

4. Deposits and Upfront Fees

Where a deposit or upfront payment is taken, it covers initial diagnostic time, parts ordering or preparation work.
If you cancel after this work has begun, the upfront amount may be deducted from any refund.

5. Timeframe for Refunds

Approved refunds will be issued within 28 days.
Refunds are processed via the same method used for the original payment unless otherwise agreed.

6. Replacement Parts

Refunds for parts may depend on supplier terms.
If a part is faulty, we will replace it under the supplier's or manufacturer's warranty, wherever possible, before considering a refund.

7. How to Request a Refund

To request a refund or discuss any concerns, please contact:

Email: warren@infrazen.ltd
Address: The Collingwood Buildings, 38 Collingwood Street, Newcastle upon Tyne, NE1 1JF, UK

Please include your name, a description of the service provided and any relevant documentation (invoice, job number, etc.).

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