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Refunds & Cancellations

iTOK is now Bask! Read more about this change here: Why iTOK Changed to Bask

Bask Refunds & Cancellations FAQ

Thinking about canceling your membership? We’d hate to see you go! If you’re unsatisfied with our service, please contact us any time to talk about your experience. We’re always trying to hone Bask into the absolute best it can be, and when we make a mistake, we want to set it right.

You can cancel Bask at any time. Simply call us and our Customer Service team will guide you through the process.

To contact Customer Service, call 1 (866) 515-4865 and select option 3.

 

If you’re just looking for more information, here are some of the most frequently asked questions about Bask refunds and cancellations.

Cancellations

Can I downgrade my membership?

Absolutely. If you decide that your current service level does not suit your needs, you can call us any time to explore alternative plans.

Can I change my billing due date?

Yes, you can! If you prefer to have your bill arrive at a certain time of month, we’re happy to accommodate.

I’m canceling because my computer is broken.

Wait! Just because your computer hardware has finally “given up the ghost,” you don’t have to give up your membership. We’re happy to pause your membership for you until you purchase a new computer. That way, you don’t have to pay setup fees again, and you can continue to enjoy the benefits of our service.

I’m canceling because I’m traveling / going to my vacation home / not using my computer.

Have you enjoyed your experience with Bask? If so, let’s pause it! Just like in the above scenario, we’re happy to put your membership on hold until you come home or decide to turn on your computer again. Our team is happy to discuss your options with you–just give us a call!

I can’t pay for my membership.

If a cost burden is preventing you from paying your monthly subscription fee on time, please call and speak with us. We want to work with you to find a subscription level you’re comfortable with, perhaps through downgrading or pausing your membership. Before you cancel altogether, make sure you contact us to get all of your available options.

What should I consider before canceling my Bask membership?

Remember, your Bask membership is more than instant access to our friendly Technology Advisors. It also includes Trend Micro’s Titanium Antivirus program and MozyPro online backup. When your membership is cancelled, the software licenses will expire. Be sure to have an antivirus program and backup solution in place before canceling Bask.

Is there a cancellation fee?

Gold, Diamond and Silver memberships do not carry a cancellation fee.

If you have a Platinum membership, there is a $150 cancellation fee during the first year. Platinum members can downgrade to Gold, Diamond or Silver for the remainder of those 12 months to avoid the cancellation fee.

How can I cancel my membership?

Call 1 (866) 515-4865 and select option 3 to begin the cancellation process. Our Customer Service hours are 7am to 7pm MST from Monday through Friday, and 9am to 4pm MST on Saturdays. Customer Service is closed on Sundays and most major holidays.

If you’re unable to call us right away, you can email us at Customer.Service@bask.com with your name and phone number. State your intent to cancel and a time you can be reached via phone, and we will call you to continue the cancellation process.

Important! Sending emails to a @bask.com address, replying to a Bask marketing email, or leaving comments on our blog will not cancel your service. You must speak with a Bask Customer Service representative to finalize your cancellation. Otherwise, our database will not be updated properly, and you will continue to be charged for a monthly membership.

I am canceling a membership on behalf of a family member.

If you are calling on behalf of another party, we require expressed consent from the Bask member or power of attorney to proceed. Power of attorney can be provided via email, while expressed consent can be provided verbally over the phone. This is a necessary precaution to protect the legal rights of the member and of the company.

I called your Customer Service number and was connected to a suspicious chat line service.

Our Customer Service number is 1 (866) 515-4865, option 3. Please double-check that you are using the correct prefix: (866) is correct, (800) is not. Misdialing (800) will connect you to a service unrelated to Bask.

I want to cancel because I never asked Bask to contact me in the first place.

Bask is not a cold-calling company. We respond to help forms and general inquiries sent through our online network. This network includes our website, search landing pages, and affiliate sites. If you submit a form to us through one of these sources, we will use that information to reach out and offer our assistance. However, we will never access your computer or begin a membership without your expressed consent.

I’ve had a bad cancellation experience with another company. Is Bask going to pressure me or make it difficult to cancel?

Absolutely not. At Bask, our goal is to deliver the best service, no matter what you’re calling for. We hire kind and friendly people because we know they’ll treat our members and customers with the respect they deserve. Our Technology Advisors are not required to adhere to strict scripts or quotas, so you will never be pressured into anything you’re uncomfortable with.

When you call to cancel, we’d like to ask you about your experience so we can make our service better. If it’s a problem we can solve right away, we will offer a solution–but you are never obligated to accept. We’ll be sorry to see you go, but we respect your decision!

Important! Please call and talk to us before disputing a cost with the bank or credit card company. We are committed to being a transparent, ethical company which conducts business openly and honestly. We’re proud of Bask’s A+ rating with the BBB. Our representatives will work with you to clarify, hold or refund charges. We will never charge you after canceling your service–and if there is an error on our part, we will compensate you for the amount.

I paid for an annual membership but want to cancel now.

In this case, we would issue you a prorated refund for the time you will not be using Bask’s service.

I cancelled my membership, but Bask is still on my computer.

When your membership is cancelled, a Technology Advisor will deactivate Bask Connect, Trend Micro, and MozyPro software licenses. You may be alerted by your computer that your subscriptions have expired. However, the software itself needs to be manually uninstalled. We will send an email with instructions on how to remove these programs.

I deleted Bask Connect from my computer, but I still got charged for a membership.

Deleting the Bask Connect client will not update or cancel your membership. It only deletes the icon from your desktop. Uninstalling the program also does not cancel your membership. You must call 1 (866) 515-4865, select option 3, and speak with a Bask Customer Service representative to cancel your service.

Refunds

Even the best of us make mistakes from time to time. Although we take every precaution, sometimes a tricky computer problem turns out to be more troublesome than we expected. If you’re unsatisfied with your last service call, please tell us about it! We’ll do everything we can to make it right.

Do you offer a satisfaction guarantee?

We do! Every Bask fix comes with a 5-day, 100% satisfaction guarantee. If the same issue crops up again within 5 days of your call, please let us know. We’ll return and fix it at no additional cost. And the best part–it’s a rolling guarantee.

So what does that mean? It means your guarantee will reset each time we return to fix the same issue. Let’s say a Technology Advisor solved your issue, but four days later, you notice it again. When you call in, we will reevaluate the problem, fix it, and your guarantee will reset.

Important! This guarantee does not apply in retrospect. It relies on your timely communication to let us know the problem is still there. Calling in weeks or months later to say that a problem was never fixed puts us in an impossible situation–there’s no way for us to verify it.

Bask can’t fix my issue.

Our innovative remote-access service enables us to solve over 95% of our Members’ technical support issues. If your Technology Advisor cannot solve the issue, we’ll try everything we can to find the solution–escalating it to a more experienced technician or taking time to perform additional research, for example. In the event we are unable to solve the issue, we are happy to issue you a full refund.

I want a refund because there’s a virus on my computer.

Unfortunately, having an antivirus program on your computer does not protect you from all the digital threats found online. Each day, tens of thousands of new viruses and malware programs are created. No antivirus program is 100% effective, and having a Bask membership is not a guarantee that your computer will never be infected.

We partner with Trend Micro because of their high quality database and hourly updates, which give our Members stronger protection than ever against nefarious malware. However, every now and then, one might slip through the cracks. That’s what our Technology Advisors are here for. Call us any time you suspect a virus, and we will diagnose and eradicate the problem.

I want a refund because I haven’t been using Bask’s service.

Unfortunately, we cannot refund for this reason. Even if you are not actively using Bask’s Connect client, your membership still includes several preventative services that run in the background–such as antivirus and data backup. Although you may not see it, your Bask membership is still optimizing and protecting your computer.

In this situation, we recommend reevaluating your level of service. Perhaps another membership would better suit your needs–call us today to learn more.

I want a refund because I’m canceling my membership.

Because a Bask membership includes services which constantly run in the background (such as antivirus and data backup), we do not offer refunds on the basis of canceling the membership. Part of your membership fee goes toward monthly licensing fees with our partners.

However, if you are planning to cancel, we can work with you to find the best time. For example, we can extend your membership to the end of the billing month. Our recommendation is to call 2 business days before your billing due date. We cannot refund if it’s been more than 5 days since your billing date.

I was approved for a refund, but I don’t see it in my bank account.

Please allow up to 10 business days for processing, as some banks take longer than others. Many refunds arrive within 1-3 business days, but that’s not always the case. In complex cases, your claim might require more clarification before it can be approved. If you have a question about the status of your refund, feel free to call us any time.

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It’s easy to get answers about our remote computer support, identity protection, and data loss prevention. Every situation can be different, so if you have questions about our refund and cancellation policies (or anything else!), call us today for a free question & answer session, or schedule one here: Speak with a Bask Technology Advisor