📄 Policy Page

These policies ensure a smooth and professional experience for every client.

1. Appointment Retainer

A $50 Appointment Retainer is required to secure all bookings.
This fee:

  • Reserves your appointment time

  • Confirms your technician’s arrival

  • Is applied toward your Diagnostic Fee ($79) at the appointment

  • Is non-refundable if you cancel or no-show

The retainer covers your reserved appointment slot. It does not cover the In-Home Service Fee.

2. Diagnostic & Approval Policy

  • All repair engagements begin with a $79 Diagnostic.

  • The diagnostic identifies issues, required services, estimated turnaround, and total cost.

  • No work is performed without your approval.

  • If you choose not to move forward with a recommended repair, the diagnostic fee still applies.

3. No-Fix Policy

If your issue cannot be repaired through software due to hardware failure, system corruption, or other limitations:

You only pay:

✔ In-Home Service Fee (covers travel and arrival)
+
✔ Diagnostic Fee ($79)

No repair charges apply if:

  • the issue is not solvable through software

  • the device has hardware failure

  • the repair is not safe or cost-effective

  • the client declines the required repair or reinstall

  • repairing the issue would risk data loss without a backup

  • the operating system is damaged beyond safe repair

No repair work is ever performed without client approval.
This policy ensures you are only charged for the visit and the diagnostic time — never for repair work that was not performed.

4. Repair Approval Policy

All repair work is performed only after the diagnostic is completed and the client approves the recommended service.
No repair steps are performed during the diagnostic.

How Repair Work Is Handled

  • Repair work addresses the issues identified during the diagnostic.
    If deeper issues appear later (such as hardware failure, severe system corruption, storage failure, or OS instability), those require an additional service.

  • The work already completed is still valid and billable because it resolves part of the overall problem.

  • Some systems have multiple layers of issues. Each layer is addressed as its own repair.

  • This ensures transparency, fairness, and clarity around multi-layer issues — especially on older systems, heavily infected machines, or computers with hidden hardware instability.

You will always receive:

✔ A clear explanation of diagnostic findings
✔ Recommended repair options
✔ Transparent pricing before any work begins
✔ Next-step guidance if deeper issues exist
✔ The option to decline or proceed with any repair

5. Data Responsibility & Backup Policy

  • We take every reasonable precaution to protect your data.

  • However, we are not responsible for data loss occurring from:

    • existing device damage

    • failing drives

    • malware

    • corrupted OS

    • user-declined backup services

  • It is the customer’s responsibility to request and approve Data Backup services before repair.

  • We do not guarantee data integrity on failing or unstable drives.

If data is critical, we recommend selecting:
📦 Data Backup & Transfer — $139

6. Device Condition Policy

Repairs may be limited due to:

  • liquid damage

  • failing hard drive

  • physical damage

  • aging/unsupported hardware

  • missing parts

  • severe malware/rootkits

  • previous repair attempts by other technicians

If at any point a repair becomes unsafe, unstable, or not cost-effective, we will notify you and pause work until you approve next steps.

7. Turnaround Time Policy

  • Standard repairs typically take 1–2 days depending on workload.

  • Advanced repairs, deep scans, data recovery, or OS re-installs may require additional time (up to 48–72 hrs).

  • You will receive updates throughout the process.

8. Communication & Update Policy

You will receive updates as needed during the repair process.

Updates are provided when:

  • Additional services or approvals are required

  • Unexpected findings occur

  • The estimated timeline changes

  • Your device is ready for pickup

All communication is handled by phone call only to ensure clarity and fast responses.

Texting and email communication are not used for service updates or troubleshooting.

9. Payment & Refund Policy

Payment is collected upfront after signing the Service Agreement.
Repair charges are billed after approval.

  1. Refunds are not offered for completed work, as services are labor-based.

  2. If the issue is unresolved due to hardware failure or limitations, you still pay for time spent and diagnostics.

  3. Additional requested work is billed separately.

Accepted payment methods:

  • Credit/Debit

  • Apple Pay

  • Google Pay

  • Cash (optional)

No checks accepted. All receipts are digital.

10. Customer Expectations Policy

To ensure a smooth process:

  • Provide accurate passwords and login information

  • Provide chargers for specialty devices

  • Notify me of all symptoms before the diagnostic

  • Pick up devices within 48 hours of completion

  • Unclaimed devices after 30 days may incur storage fees

11. No Warranty on Software Fixes

Because software issues can reoccur due to:

  • user habits

  • malware reinfection

  • unsupported systems

  • low storage

  • aging hardware

  • third-party apps

We cannot offer long-term warranties on software-based repairs.

However:

72-Hour Grace Period

If the same exact issue reappears within 72 hours:

  • We will re-check the device for free

  • If a deeper service is needed, we will apply a discount equal to the diagnostic

12. Hardware Disclaimer

We do not provide hardware repairs such as:

  • screen replacements

  • battery replacements

  • motherboard repairs

  • soldering

  • water damage remediation

If during diagnostics we discover hardware failure, you will be informed and given options.

13. Privacy & Security Policy

Your information is always protected:

  • No personal data is shared with any third party

  • No passwords are stored after pickup

  • Devices are worked on in secure, private environments only

  • Your browsing history, photos, documents, and personal files are never accessed beyond what is required for repair/troubleshooting

14. Abandoned Device Policy

If a device is not picked up:

  • After 30 days, it may be recycled or donated

  • Attempts to contact you will be made before this

  • Storage fees may apply after 10 days

15. Customer Signature Required

Before service, customers acknowledge:

  • Diagnostic fee

  • No-fix policy

  • Data responsibility

  • Repair limitations

  • Terms and conditions

  • Privacy practices

  • Payment expectations

Signing confirms acknowledgement and acceptance of all service policies.

(Signature form will be created in a separate document.)