Emergency Geek Services – Terms of Service

Last Updated: September 2nd, 2025

These Terms of Service (“Terms”) govern all services provided by Emergency Geek Services (“EGS,” “we,” “our,” or “us”) to the client (“Client,” “you,” or “your”). By requesting or accepting services, submitting a ticket, or signing an agreement, the Client acknowledges and agrees to these Terms.

1. Scope of Services

EGS provides both emergency and non-emergency technical support, including but not limited to:

• Basic Services: Evaluative diagnostics, password resets, operating system reinstalls.
• Standard Services: Standard diagnostics, virus removal, system optimization.
• Complex Services: Operating system repair, advanced troubleshooting, and quoted data services.
• Emergency Services (Off-Hours): Quick consultations, urgent evaluations, virus removal/threat assistance, simple data services, password resets, operating system installs/minimal setups.
• Non-Emergency Services (On-Hours): In-depth diagnostics, hardware repairs or installs, complex data services.

EGS may provide remote support using trusted third-party tools, including Zoho Assist. Remote sessions require explicit Client consent and authorization. The Client may decline remote support; however, doing so may delay or limit resolution of technical issues.

EGS does not provide services for devices outside scope (e.g., mobile phones, tablets, or flash-based media) unless explicitly agreed upon in writing.

2. Fees and Payment Terms

• Services are priced according to the current Service Menu published on our website.
• Payment is due before any work begins.
• Emergency and off-hours services may include additional fees due to urgency or limited availability.
• Quoted services (e.g., data recovery, advanced hardware work) require Client approval before work begins.
• If EGS procures hardware or accessories on behalf of the Client, a $10 procurement fee applies. If the item is later returned, a $10 return fee will be charged.

3. Refund Policy

• Refunds are issued only for services not performed.
• Once labor begins (including diagnostics), all fees for that labor are non-refundable.
• Third-party costs (e.g., hardware, storage devices) are refundable if returned unused, but procurement fees are non-refundable.

4. Remote Support Terms

• The Client grants EGS temporary access to their system for troubleshooting and repair.
• Remote support sessions will be conducted using Zoho Assist or equivalent secure remote software.
• The Client may end a remote session at any time.
• EGS is not responsible for disruptions caused by poor internet connectivity or unauthorized third-party access occurring outside of the remote session.
• The Client acknowledges that remote access carries inherent risks, including exposure of personal files or configurations. By consenting to remote support, the Client accepts these risks.

5. Liability and Disclaimer

• Data recovery, virus removal, and hardware/software repair outcomes cannot be guaranteed.
• EGS is not responsible for pre-existing device damage, failures, or data corruption.
• Any dismantling, OS reinstallation, hardware installation, or diagnostic process carries risk of permanent device failure or partial/total data loss.
• The Client assumes full responsibility for risks associated with technical support services, including but not limited to data loss, software conflicts, or hardware damage.

EGS shall not be liable for any indirect, incidental, or consequential damages arising from services performed.

6. Client Responsibilities

• They legally own or have authorization to access the device and data being serviced.
• They will provide necessary access, passwords, and external media required to complete services.
• They understand EGS does not retain, back up, or store transferred data unless explicitly agreed upon in writing.
• They are responsible for ensuring their own backups before services are performed.

7. Privacy & Confidentiality

EGS respects client privacy. Any data accessed during service will be handled with confidentiality. We do not sell or disclose client data to third parties. However, the Client acknowledges that data exposure may occur as part of diagnostics, troubleshooting, or remote support, and consents to this limited access.

8. Ticket Submission & Abuse Prevention

• Submission of a service ticket requires payment of a fixed fee (if applicable), which prevents excessive or fraudulent requests.
• If a ticket can be resolved through a support article, EGS may provide the article, mark the ticket as resolved, and close it without further service.
• Abuse of the submission system may result in suspension or denial of future services.

9. Electronic Signatures & Agreements

Service requests and agreements may be signed electronically. Electronic signatures carry the same legal effect as handwritten signatures.

10. Governing Law

These Terms are governed by the laws of the State of Arizona. Any disputes shall be resolved in Maricopa County, Arizona. Both parties agree to attempt resolution in good faith prior to legal action.

11. Updates to Terms

EGS reserves the right to update or modify these Terms at any time. Updated Terms will be posted on our website with a “Last Updated” date. Continued use of services constitutes acceptance of updated Terms.

Contact Information

Emergency Geek Services
egs-responders.com
[email protected]