Service Terms and Privacy Policy

1. Service Terms

1.1 Scope of service

Vance Tech Services provides computer support, diagnostics, maintenance, upgrades, malware removal, data backup or transfer, printer assistance, and basic home-network services. The exact work authorized for a customer will be described in the applicable service request, estimate, message, or work order.

1.2 Eligibility and device ownership

By requesting service, the customer confirms that they are at least 18 years old and that they own the equipment or have permission from its owner to authorize service. The customer is responsible for providing accurate contact, device, and problem information.

1.3 Estimates and approval

Prices shown on the website are starting prices and may vary based on device condition, the complexity of the work, and the time, parts, software, or third-party services required.

• Service charges are priced per device unless otherwise stated.
• Starting prices include the first hour of service.
• Additional labor beyond the first hour may be charged at $20 per hour.
• Parts, shipping, licenses, subscriptions, and third-party fees are separate unless expressly included.
• Material work beyond the approved estimate requires customer approval.

1.4 Diagnostics

A diagnosis is based on the symptoms and condition present at the time of inspection. Some problems may be intermittent, hidden, or caused by more than one component. A diagnosis or attempted repair does not guarantee that every problem will be discovered or corrected.

1.5 Parts and customer-supplied equipment

Parts may require advance payment before they are ordered. Special-order parts may be nonrefundable after the order is placed. Manufacturer warranties, when available, apply to replacement parts.

Vance Tech Services is not responsible for the quality, compatibility, condition, or warranty of parts supplied by the customer. Additional labor may be charged if a customer-supplied part is defective, incompatible, incomplete, or incorrectly identified.

1.6 Payment

Payment is due when service is completed unless another arrangement is agreed to in writing. A completed device may be held until the outstanding balance is paid. A diagnostic or labor charge may still apply when the customer declines a recommended repair after diagnostic work has been performed.

1.7 Limited workmanship warranty

Labor performed by Vance Tech Services is covered for 14 calendar days after completion. This limited warranty applies only to the specific work performed and does not cover:

• Unrelated or newly developed problems
• Malware reinfection or unsafe customer activity
• Accidental, liquid, power, misuse, or physical damage
• Normal component failure or hidden preexisting defects
• Operating-system, application, driver, or manufacturer updates
• Customer-supplied parts or equipment
• Work modified or reversed by another person after service

1.8 Remote support

When remote service is requested, the customer authorizes a temporary remote connection to the device. The customer should close private documents and applications before the session. Remote access will be used only for the authorized service and will not be reestablished later without new authorization. The customer may end the session at any time.

1.9 Unclaimed equipment

Customers should collect completed equipment promptly after notification. Vance Tech Services may provide additional notices regarding an unclaimed device and may charge a reasonable storage fee after 30 days if that fee is disclosed to the customer. Any treatment or disposal of equipment believed to be abandoned will be handled only as permitted by applicable law.

1.10 Right to decline or stop service

Vance Tech Services may decline or stop work when a device presents a safety hazard, the requested work appears unlawful, required access or information is unavailable, the customer has not approved necessary charges, or continuing the work could create an unreasonable security or operational risk.

2. Device Repair Authorization

By authorizing service, the customer permits Vance Tech Services to take reasonable actions necessary to diagnose or perform the requested work.

• Starting, restarting, shutting down, and testing the device
• Running diagnostic, antivirus, antimalware, or maintenance software
• Accessing the operating system and settings needed for diagnosis
• Connecting the device to a secured test network or the customer's network
• Opening the device and temporarily removing or testing components
• Installing approved drivers, updates, applications, or replacement parts
• Quarantining or removing malicious or unwanted software
• Creating a backup or transferring files when authorized

2.1 Data backup and risk of data loss

The customer is responsible for backing up important data before service unless a backup service is specifically requested and accepted. Computer repair, malware removal, operating-system work, data transfer, failing storage devices, and hardware replacement may involve a risk of data loss.

Reasonable care will be taken, but preservation, recovery, or readability of customer data cannot be guaranteed. Data recovery results are not guaranteed.

2.2 Passwords and account access

Customers should not submit passwords through the general website form. When device access is necessary, temporary credentials may be requested separately. Customers should change any credential shared for service after the work is complete.

2.3 Personal files and privacy during service

Customer files will not be intentionally reviewed, copied, or disclosed except as reasonably necessary to diagnose the reported issue, perform the authorized service, verify that the repair works, protect equipment or systems, comply with applicable law, or respond to a serious security concern.

2.4 Preexisting conditions and limitations

Vance Tech Services is not responsible for preexisting damage, hidden defects, ordinary component failure, manufacturer defects, unsupported software, or problems unrelated to the authorized work. To the extent allowed by law, responsibility for indirect losses such as lost profits, missed work, lost business opportunities, or loss of use is excluded.

3. Privacy Policy

3.1 Information collected

Vance Tech Services may collect information voluntarily provided through its website, service form, messages, telephone calls, or work orders, including:

• Name and preferred contact information
• Phone number, email address, or social-media contact information
• Device type, brand, model, serial number, and operating-system information
• Descriptions of technical problems and requested services
• Ticket history, estimates, approvals, service notes, and payment status
• Basic website security information, such as timestamps and server logs

3.2 How information is used

• Review, schedule, and complete service requests
• Communicate about appointments, estimates, approvals, and completed work
• Maintain service and warranty records
• Prepare invoices and document payment status
• Protect the website, database, customers, and business from misuse or fraud
• Comply with applicable legal obligations

3.3 Sharing of information

Customer information is not sold. Information may be shared only when reasonably necessary with a provider supporting website hosting, communications, payment processing, parts fulfillment, or another customer-approved service; when required by law; or when necessary to protect the rights, security, or property of the customer, the business, or another person.

3.4 Data storage and security

Service-request information may be stored electronically in secured business systems, including databases used to manage service requests.

3.5 Data minimization and retention

Only information reasonably needed to process service requests, maintain business records, support warranties, resolve disputes, and comply with applicable requirements should be collected. Information will be retained only as long as reasonably necessary for those purposes.

3.6 Sensitive information

Customers should not submit passwords, Social Security numbers, financial account numbers, payment-card details, medical records, or other highly sensitive personal information in the general service-request form. Payment-card information should be handled through an approved payment processor and should not be stored in the service-ticket database.

3.7 Security incidents

If a security incident affects customer information, Vance Tech Services will investigate the incident and provide any notices required by applicable law.

3.8 Customer requests

A customer may contact Vance Tech Services to request access to, correction of, or deletion of personal information associated with a service request. Some information may need to be retained for legitimate business, warranty, payment, fraud-prevention, dispute-resolution, or legal purposes.

3.9 Children's information

The website and services are not directed to children under 18, and the business does not knowingly collect personal information directly from children under 18 through the service-request form. A parent or legal guardian should submit any service request involving a minor.

4. Changes to These Terms

These terms may be updated as services, business practices, or legal requirements change. The effective date and version number identify the current version. The terms accepted for an existing service request remain associated with that request unless the customer agrees to revised terms.

5. Governing Law and Questions

These terms are governed by the laws applicable in the State of West Virginia. Customers are encouraged to contact Vance Tech Services promptly with any concern so there is a reasonable opportunity to review and address it.

Nothing in these terms is intended to waive a customer right or business obligation that cannot lawfully be waived.