At Ease IT – Indy

Terms of Service

Effective Date: 3/28/2026

At Ease IT – Indy provides remote technical support and local computer upgrade and repair services to individuals and small businesses.

At Ease IT – Indy provides troubleshooting, technical assistance, hardware upgrades, and repair services for Windows-based computers and related software systems.

At Ease IT – Indy currently provides services exclusively for Windows-based computers.

Remote support may include diagnosing system issues, adjusting settings, removing malware, installing software, or assisting with configuration and troubleshooting tasks.

While every effort will be made to resolve technical problems, remote service cannot guarantee resolution of all issues.

2. Remote Access Authorization

By requesting remote support, you authorize At Ease IT – Indy and technician Jason Hooks to remotely access your selected device(s) for the purpose of diagnosing and resolving technical issues.

Device types may include:

Remote sessions may involve viewing and controlling the device screen as necessary to perform troubleshooting and repair tasks.

Remote Session Acknowledgment

By authorizing remote access, the customer acknowledges and understands that troubleshooting and repair activities may involve changes to system settings, software configurations, installed programs, security settings, and operating system behavior.

These changes are necessary to diagnose and resolve technical issues and may result in differences in system appearance, performance, or functionality. While reasonable care is taken to minimize unintended effects, some changes may not be reversible or may impact existing system behavior.

3. Data Responsibility

Customers are responsible for maintaining backups of important files and data prior to receiving technical services.

Although every effort will be made to avoid data loss, At Ease IT – Indy is not responsible for the loss, corruption, or damage of data that may occur during troubleshooting, system repair, software changes, or malware removal.

Please back up important files before the session begins.

Customers are responsible for maintaining access credentials, software licenses, and any required permissions needed to complete troubleshooting. Failure to provide necessary information or access may prevent successful resolution of an issue.

For hardware upgrade or repair services, customers are strongly encouraged to back up all important data prior to submitting their computer for service. Although reasonable care will be taken during repair procedures, hardware failures or system issues may occur that are outside the control of At Ease IT – Indy.

4. Service Limitations

Remote technical support may not resolve all technical problems. Some issues may require:

At Ease IT – Indy does not guarantee that all technical issues can be resolved remotely.

5. Hardware Upgrade and Repair Services

At Ease IT – Indy may provide hardware upgrade and repair services for Windows-based computers through scheduled drop-off appointments.

These services may include, but are not limited to:

Customers will be provided with a quote after diagnostic evaluation and before any repair work begins.

Hardware pricing may vary depending on component availability, system compatibility, and the scope of work required.

At Ease IT – Indy reserves the right to decline hardware service requests if the device condition, required parts, or circumstances make the repair impractical or unsafe.

6. Diagnostic Fee (Hardware Services)

A $75–$100 diagnostic fee is required for device evaluation and will be due after the diagnostic is completed.

This fee covers the time, labor, and technical expertise required to evaluate, test, and diagnose the device in order to determine the root cause of the issue. Diagnostic services are actively performed regardless of whether a repair is completed.

The diagnostic fee is non-refundable, as it compensates for work performed during the evaluation process.

After the diagnostic is complete, a quote will be provided for approval before any repair work begins.

If the customer chooses to proceed with the recommended repair, the diagnostic fee may be applied toward the total cost of the service.

7. Device Abandonment and Pickup Policy

Customers are responsible for retrieving their device within a reasonable timeframe after being notified that diagnostics or repair work has been completed.

At Ease IT – Indy will make reasonable attempts to notify customers when their device is ready for pickup using the contact information provided.

Devices not picked up within 14 days after notification may be considered abandoned unless prior arrangements have been made.

At Ease IT – Indy reserves the right to charge a storage fee of up to $10 per day for devices left beyond the 14-day period. Storage fees must be paid prior to device release.

Devices left unclaimed for 30 days or more without communication may be subject to disposal, recycling, or resale to recover costs associated with storage and services rendered.

By submitting a device for service, the customer acknowledges and agrees to these terms.

8. Parts & Warranty Disclaimer

At Ease IT – Indy may install new or replacement parts as part of hardware upgrade or repair services.

Parts used in repairs may be sourced from third-party manufacturers or suppliers unless otherwise specified. While reasonable care is taken to select reliable components, At Ease IT – Indy does not manufacture hardware and cannot guarantee the long-term performance or reliability of any part.

Any warranties on parts are limited to those provided by the original manufacturer or supplier. At Ease IT – Indy does not provide additional warranties on hardware components unless explicitly stated in writing.

Labor performed during installation or repair is not covered by a warranty unless otherwise specified.

At Ease IT – Indy is not responsible for future hardware failures, compatibility issues, or performance changes that may occur after service is completed.

If a newly installed part is found to be defective shortly after installation, At Ease IT – Indy may, at its discretion, assist with troubleshooting or facilitating a manufacturer warranty claim.

Customers are responsible for any costs associated with replacement parts unless covered under a manufacturer's warranty.

9. Remote Payment Terms

At Ease IT – Indy operates on a two-step payment model for remote support sessions.

Remote Session Reservation Fee

A $15 reservation fee is required before a remote troubleshooting session begins.

Completion Payment

A $45-$85 completion payment will be required to finalize the session.

Total cost for a standard remote support session is $60-$100 for up to 60 minutes of service. Most sessions range from $75–$100 depending on complexity.

Definition of Primary Issue

The “primary issue” is defined as the specific problem or concern initially described by the customer at the start of the service session and agreed upon for troubleshooting. Resolution of the primary issue means that the originally reported problem has been addressed to a reasonable functional state, as determined by At Ease IT – Indy based on observed system performance and customer confirmation during the session.

By submitting payment for a support session, the customer acknowledges that remote technical services are delivered in real time and that the session constitutes fulfillment of the purchased service.

10. Service Completion and Refund Policy

Once the service session is completed, payment is considered final. 

Because system configurations and user actions can change after a session ends, At Ease IT – Indy cannot guarantee that future issues or changes are related to the work performed during the support session. For this reason, refunds will not be issued except at the sole discretion of At Ease IT – Indy.

Failure to submit payment may result in termination of service and restriction of future services.

Unpaid services may be subject to collection efforts.

New or unrelated technical issues that arise after a support session are considered separate service requests and may require a new support session.

If a problem related to the original issue occurs shortly after the session, At Ease IT – Indy may, at its discretion, review the situation and attempt to assist.

11. Payment Enforcement and Non-Payment

Payment is required for all services rendered by At Ease IT – Indy.

For hardware repair or upgrade services, full payment must be received prior to the release or return of the device to the customer.

For remote services, completion payment is due immediately upon the session's completion. 

At Ease IT – Indy reserves the right to withhold devices, delay service completion, or refuse future services until all outstanding balances are paid in full.

Any unpaid balances may be subject to additional collection efforts, including the use of third-party collection services or legal action. The customer agrees to be responsible for any costs associated with collecting unpaid balances, including reasonable collection fees, administrative costs, and legal expenses where permitted by law.

12. Limitation of Liability

While At Ease IT – Indy will make every reasonable effort to diagnose and resolve technical issues safely, troubleshooting and system repairs may involve inherent risks.

By requesting service, the customer agrees that At Ease IT – Indy and technician Jason Hooks shall not be held liable for incidental, indirect, or consequential damages, including but not limited to:

resulting from technical support services.

In all cases, the total liability of At Ease IT – Indy for any claim related to services shall not exceed the amount paid for the support session.

At Ease IT – Indy is not responsible for pre-existing hardware defects, failing storage devices, or underlying system issues that may become apparent during diagnostics, upgrade procedures, or repair work. 

For business customers or individuals using their devices for business purposes, At Ease IT – Indy shall not be responsible for any loss of revenue, loss of business, loss of profits, loss of contracts, or any other financial or economic loss arising from service interruptions, system issues, or performance changes. Customers acknowledge that they are solely responsible for maintaining appropriate backup systems, redundancy, and business continuity measures.

13. No Warranty

Services provided by At Ease IT – Indy are offered on an "as-is" and "as-available" basis. 

At Ease IT – Indy makes no warranties, expressed or implied, regarding the outcome, reliability, or continued operation of any device, software, or system following technical support services.

14. Indemnification

Customers agree to indemnify, defend, and hold harmless At Ease IT – Indy and technician Jason Hooks from and against any and all claims, damages, losses, liabilities, costs, or expenses (including reasonable attorney’s fees) arising out of or related to:

This includes any claims brought by third parties resulting from the customer’s actions, device usage, or failure to secure their systems.

15. Governing Law and Jurisdiction

These Terms of Service and any disputes arising out of or related to services provided by At Ease IT – Indy shall be governed by and construed in accordance with the laws of the State of Indiana.

Any legal action or proceeding arising under these Terms shall be brought exclusively in the state or local courts located within Marion County, Indiana, and the customer hereby consents to the jurisdiction and venue of such courts.

16. Force Majeure

At Ease IT – Indy shall not be held liable for any failure or delay in performing services due to circumstances beyond its reasonable control. These circumstances may include, but are not limited to:

In such events, services may be delayed, rescheduled, or unable to be completed. Customers acknowledge that these circumstances are outside the control of At Ease IT – Indy and do not constitute a failure to deliver services.

17. Acceptable Use

At Ease IT – Indy will not assist with activities that violate laws, software licensing agreements, or ethical standards. This includes, but is not limited to:

Services may be refused or terminated if a request violates these policies.

18. Company Affiliation Disclaimer

At Ease IT – Indy is an independently operated technical support service and is not affiliated with Microsoft, Apple, Samsung, or any other hardware or software manufacturer.

All trademarks and product names are the property of their respective owners.

19. Right to Refuse Service

At Ease IT – Indy reserves the right to refuse or discontinue service at any time for any reason deemed appropriate.

Service may be refused or terminated in situations including, but not limited to:

If service is refused after diagnostic work has begun, the diagnostic fee remains non-refundable.

At Ease IT – Indy reserves the right to terminate service if a customer becomes abusive, uncooperative, or engages in inappropriate or disruptive behavior.

20. Agreement to Terms

By requesting technical support services from At Ease IT – Indy, you acknowledge that you have read and agree to the terms outlined in this document.

By engaging services, the customer confirms that they have had the opportunity to review these Terms of Service and agree to be legally bound by them.

21. Terms of Service Updates

These Terms of Service may be updated periodically. Any updates will be posted on this page with a revised effective date. Continued use of services provided by At Ease IT – Indy after such updates constitutes acceptance of the revised terms.