Remote Support Service Terms
These terms describe the general policies for Paxenvale Tech's remote technology support for individuals and families. Before a paid appointment, we will provide a separate service authorization for your review and electronic signature.
Important: Reading this page or contacting us does not authorize remote access or create a paid service appointment. We obtain your approval before paid work begins.
1. Services and eligibility
We assist individuals and home users with personal computers, software, personal email, and home technology. Services are remote-first. We do not offer business IT, managed services, on-site repairs, physical hardware replacement, or guaranteed data recovery.
2. Free consultation and prices
An initial assessment of up to 10 minutes is free. Paid packages are Quick Tech Fix ($25, up to 20 minutes), Standard Tech Support ($45, up to 45 minutes), and Extended Tech Support ($65, up to 75 minutes). Additional time costs $15 per 15 minutes and requires your approval in advance. We explain and confirm the selected package before beginning paid work. Package fees are for the included technician time; unused time is not refunded solely because the session ends early.
3. Authorization and remote access
We connect to your device only with your permission. You may stop a remote session at any time. We will explain the remote-access method before connecting. You should enter your own passwords, verification codes, and payment information; do not send them by email or share them with the technician.
4. Results and limitations
We make reasonable efforts to diagnose and resolve issues, but a successful fix is not guaranteed. Some problems may require hardware repair, manufacturer support, replacement parts, software purchases, or in-person assistance. We will explain the results and recommended next steps.
5. Files, backups, and privacy
Please back up important files before any potentially disruptive troubleshooting. Tell us if your device contains sensitive information. We aim to access only the information necessary for the requested work. Do not share financial, medical, or other highly sensitive information unless essential. No remote-access session will be recorded without separate notice and consent.
6. Scheduling and cancellation
Appointments depend on availability. You may cancel before the paid session begins without a cancellation fee. If a session has started, charges for the agreed package may apply as described in your signed authorization.
7. Follow-up and refunds
One brief follow-up of up to 10 minutes within 48 hours is available for questions about the same issue. New issues or further troubleshooting may require a new paid session. Refund requests are considered individually in accordance with applicable law; we do not guarantee refunds solely because an issue cannot be resolved. These terms do not limit any rights that cannot legally be waived.
8. Customer approval
We will send a separate agreement for electronic signature before paid support. It will identify the customer, device or issue, approved package, agreed price, remote-access permission, and any special instructions. Additional billable time requires separate approval.
Questions?
Email [email protected] or call (443) 292-6762.