📄 Policy Page

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

1. Appointment Retainer

A $50 Appointment Retainer is required for all appointments. This fee:

  • Reserves the scheduled appointment time

  • Covers the Computer Protection Specialist’s travel and arrival.

  • Is non-refundable for cancellations or no-shows.

  • Is separate from the Diagnostic Fee.

2. Diagnostic & Approval Policy

All one-time services begin with a Full System Diagnostic — $79.

During the diagnostic, Encrypt Guard Security:

  • Evaluates system health

  • Identifies malware, corruption, or performance issues

  • Determines which service is needed

  • Provides transparent pricing

  • Explains risks or limitations

No work is performed without client approval.
If the client declines service, the diagnostic fee still applies.

3. No-Fix Policy

Encrypt Guard Security provides software-based services only.

If a service cannot be completed because of:

  • Hardware failure

  • Failing storage device

  • Severe corruption

  • Unsupported operating system

  • Network issues preventing remote service

Clients are responsible only for:

✔ The Diagnostic Fee
✔ The In-Home Fee (if applicable)

No service charges apply unless the service is completed.

4. Service Scope Policy

Encrypt Guard Security provides the following software-based Computer Services:

  • Malware removal

  • System performance restoration

  • System hardening & security configuration

  • Browser cleanup and protection

  • Windows OS refresh/reinstall

  • Driver repair (software-level)

  • Monthly remote Protection Plans

Encrypt Guard Security does not provide:

  • Hardware repair or replacement

  • Physical or liquid-damage repair

  • Printer or Wi-Fi setup

  • Soldering or board-level repair

  • Smartphone or tablet repair

  • On-site networking services

  • Data recovery from mechanically failing drives

These boundaries ensure consistent, specialized Computer Services.

5. Service Approval & Multi-Layer Issues

Some systems contain multiple issues (ex: malware + corruption, outdated drivers + instability).

Encrypt Guard Security will:

  • Complete the approved service

  • Notify the client if additional work is needed

  • Provide clear explanations and pricing

  • Allow the client to approve or decline further service

Completed work remains valid and billable.

6. Data Responsibility Policy

Encrypt Guard Security takes reasonable precautions to protect client data.
However, the company is not responsible for:

  • Data loss caused by pre-existing drive failure

  • Malware or corruption prior to service

  • Client-declined backup or OS reinstall

  • Instability caused by aging hardware

Clients are responsible for requesting backup services before system reinstall or refresh.

7. Device Condition Policy

Service may be limited or paused if:

  • Storage devices are failing

  • The OS is unstable

  • Severe malware prevents normal operation

  • The device cannot support secure changes

  • System instability prevents remote work

Encrypt Guard Security will pause and discuss options with the client.

8. Remote Service Requirements

Protection Plans and remote work require:

  • Windows 10 or Windows 11

  • Stable internet connection

  • Client availability during the session

  • Device remains powered on and accessible

macOS and Chromebook devices are not supported for remote services.
Missed sessions may require rescheduling.

9. Communication Policy

Encrypt Guard Security communicates through:

  • Phone calls (primary)

  • Text messages for coordination

  • Email for receipts and documents

Troubleshooting is not performed through text or email.

10. Payment & Refund Policy

Payment is collected when signing the Service Agreement.

  • Labor-based services are non-refundable

  • If a service cannot be completed due to system limitations, only diagnostic and in-home fees apply

  • Additional services are billed separately

Accepted payments:

  • Credit/Debit

  • Apple Pay

  • Google Pay

  • Cash (optional)
    No checks accepted.

11. Client Expectations Policy

Clients agree to:

  • Provide accurate login information

  • Ensure the device remains available during service

  • Maintain internet connectivity for remote sessions

  • Disclose all symptoms before the diagnostic

  • Approve or decline services promptly

Encrypt Guard Security reserves the right to decline service if the device is unsafe or severely compromised.

12. Privacy & Security Policy

Encrypt Guard Security protects client privacy:

  • No personal files are accessed unless necessary

  • Passwords are not retained

  • No data is shared with third parties

  • Devices are handled discreetly

13. Device Custody Policy

Encrypt Guard Security primarily performs in-home and remote services.
Devices are not stored unless temporary off-site work is explicitly discussed and approved.

14. Client Agreement

Before service begins, clients acknowledge:

  • Diagnostic Fee

  • In-Home Fee (if applicable)

  • No-Fix Policy

  • Data responsibility

  • Service limitations

  • Payment expectations

  • Privacy practices

Client signature confirms acceptance of all policies.

📄 Membership Addendum — Monthly Protection Plans

Additional Terms for Monthly Protection Plans Provided by Encrypt Guard Security

These terms apply to all Monthly Protection Plan memberships and operate alongside the full Encrypt Guard Security Policy Page.

1. Billing & Membership Terms

  • Memberships are billed monthly to the payment method on file.

  • Billing begins on the date of enrollment.

  • Packages are billed per computer.

  • Clients may cancel at any time with no cancellation fee.

  • Partial refunds are not provided for unused time.

2. Initial Diagnostic Requirement

For new members who have not received a one-time service within the last 60 days, enrollment requires:

  • $79 Full System Diagnostic + the first month’s membership fee

Existing clients (service within 60 days) may join with:

  • First month’s membership fee only

2.1. Existing Issue Policy (Required for Membership Enrollment)

Monthly Protection Plans do not cover existing issues. If a device currently has errors, malware, slow performance, corruption, or pop-ups, a one-time repair service must be completed before membership can begin.

3. Remote Service Requirements

To receive monthly protection:

  • Device must run Windows 10 or Windows 11

  • Device must have a stable internet connection

  • Client must be available during remote sessions

  • Device must remain powered on during scheduled maintenance

If remote services cannot be completed due to device or connectivity issues, the session may need rescheduling.

4. What Membership Includes

Each Protection Package includes:

  • Monthly remote optimization

  • Monthly threat detection & cleanup

  • Browser and privacy hardening

  • Performance and stability improvements

  • Ongoing cyber hygiene checks

  • Tier-specific enhancements (as listed on the Services Page)

Memberships provide preventative protection and monthly care, not unlimited emergency support.

5. What Membership Does NOT Include

Memberships do not include:

  • In-home visits

  • Hardware repair or physical damage support

  • Full OS reinstalls or recovery work

  • Major malware events requiring multi-hour cleanup

  • Data recovery or backup services

  • Driver repair requiring in-home visits

  • Printer, Wi-Fi, network, or smart device setup

These services may be scheduled separately at standard one-time service rates.

6. Missed or Unavailable Sessions

Monthly sessions are scheduled by coordination.

If a client is unavailable or the device is not ready:

  • The session may be rescheduled

  • Missed sessions do not roll over automatically

Encrypt Guard Security will make reasonable efforts to accommodate rescheduling.

7. Cancel Anytime

Clients may cancel their membership anytime via phone or email.

Cancellation stops future billing.
Services already delivered remain billable.

8. Membership Termination by Encrypt Guard Security

Encrypt Guard Security reserves the right to discontinue membership if:

  • The device is repeatedly unsafe, unstable, or compromised

  • The client requests work outside the scope of protection services

  • Abuse, hostile behavior, or misuse of support occurs

Clients will be informed prior to termination when possible.

9. Agreement

By enrolling in a Protection Package, clients acknowledge:

  • They have read and accept the full Encrypt Guard Security Policy Page

  • They understand the monthly scope of work

  • They agree to ongoing monthly billing

  • They understand the membership limitations

Enrollment confirms acceptance of this Membership Addendum.