Terms of Service

  1. General.

These terms and conditions of this service contract (“Terms and Conditions”) govern and describe the technical support services we will provide to you (“Services”). References to “you” and “your” are references to the person who is receiving Services from us. References to “we”, “our” and “us” are referring to Support Sharks LLC and its personnel (“Sharks”), as the case may be.

 

  1. Services.
  • Time-Based Services. For time-based services, you will be charged for the time that the Shark spends providing Services to you. This includes, without limitation, any time spent researching or planning, travel time, as well as time on-site, on a Zoom call, or otherwise communicating with you as part of the provision of Services. Time-based Services are billed in six-minute increments, with the minimum billing for a session being 30 minutes. One (1) complimentary monthly support session is included in the Support Membership. There is no extra charge for this session for up to the first hour of Services. If you require Services beyond the first one (1) hour or for additional visits during the month, you will be billed in accordance with the foregoing time-based billing policy.
  • Fixed-Fee Services. In certain situations, a fixed-fee may be appropriate for particular Services. In this case, we will quote a fixed-fee for a specific scope of Services.  If the scope changes or there are unforeseen circumstances, we will notify you of the anticipated change in fees.  You may choose to stop work on any project at any time.  In this case, we will bill you and you will be expected to pay for work completed up to the point of receiving your request to stop Services.
  • Subscriptions. Subscription-based services are automatically billed on a monthly or annual basis. By signing up for a subscription, you agree to allow us to charge your credit card on file for such subscription on a recurring basis. You can always cancel any subscription at any time by providing us written notice. However, in the event of cancellation, we do not provide refunds for any remaining time on your subscription. For the Support Membership, your included complimentary session each month will roll over as long as you remain subscribed to the membership. If you cancel your subscription, you will immediately forfeit any unused, accumulated sessions. Complimentary session credit is non-transferable.
  • Travel Time. For all in-person services, travel time up to 15 miles each direction from our office is included at no additional charge. For trips further than 15 miles, there will be a $2 charge for each mile beyond 15 miles in each direction.
  • Cancellation. We value our Sharks’ time. Please recognize that they dedicate time for you once you schedule an appointment.  If your plans change for any reason, we simply ask that you let us know at least six hours before the appointment start time.  In that case, we will cancel or reschedule your appointment at no charge.  For any cancellations or missed appointments within six hours of your appointment, you will be charged a $25 fee.

 

  1. Payment.

All payments shall be made in US Dollars. We accept Visa, Mastercard, and American Express. We do not accept cash or checks. We expect payment upon completion of Services. In the event that payment is not received at such time, a late fee will accrue at the rate of five percent (5%) per month until payment is made. Tipping is always optional. One hundred percent of any tip goes to the Shark who provided your Service.

 

  1. Your Responsibilities.

In order to receive Services from us, and as a condition to us performing Services, you agree to:

    1. Make sure your data is backed up and secure before Services are performed. If you need help with this, we can assist with this first prior to doing anything else on your device.
    2. Have a working, high-speed Internet connection available for any Services provided remotely. If you need help getting a faster Internet connection, we can help with that prior to doing anything else.
    3. Provide us with all of the necessary information and be responsive to our questions so that we can provide the necessary Services for you.

 

  1. Limitations of Service.

We shall not be liable for any failure or delay in performance due to any cause beyond our reasonable control. We reserve the right to refrain from providing the service and instead refund your payment, wholly or in part, in the event that your technical needs or other requirements are unusual or extensive and beyond the scope of these Terms and Conditions, as determined by us.

 

  1. Privacy Policy.

It is our policy to respect the privacy of its customers. For information on our privacy practices, please review our privacy policy at www.supportsharks.com/privacy.

 

  1. DISCLAIMER OF WARRANTIES.

THE SERVICES ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS. WE MAKE NO WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT. WE MAKE NO WARRANTY THAT THE SERVICES WILL MEET YOUR REQUIREMENTS, OR THAT THE SERVICES WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR FREE; NOR DO WE MAKE ANY WARRANTY AS TO THE RESULTS THAT MAY BE OBTAINED FROM THE USE OF THE SERVICES OR AS TO THE ACCURACY OR RELIABILITY OF ANY INFORMATION OBTAINED THROUGH THE SERVICES. YOUR USE OF THE SERVICES AND ANY MATERIAL AND/OR DATA OBTAINED THROUGH THE USE OF THE SERVICES IS DONE AT YOUR OWN DISCRETION AND RISK. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY YOU FROM US OR THROUGH THE SERVICES SHALL CREATE ANY WARRANTY NOT EXPRESSLY MADE HEREIN. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF CERTAIN WARRANTIES, SO SOME OF THE ABOVE EXCLUSIONS MAY NOT APPLY TO YOU.

 

  1. LIMITATION OF LIABILITY.

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

    1. WE WILL UNDER NO CIRCUMSTANCES BE LIABLE TO YOU FOR ANY INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO COSTS OF RECOVERING, REPROGRAMMING, OR REPRODUCING ANY PROGRAM OR DATA OR THE FAILURE TO MAINTAIN THE CONFIDENTIALITY OF DATA, ANY LOSS OF BUSINESS, PROFITS, REVENUE OR ANTICIPATED SAVINGS; AND
    2. OUR TOTAL LIABILITY SHALL NOT EXCEED THE AMOUNT YOU PAID FOR SUCH SERVICES.

THE LIMITATIONS IN THIS SECTION WILL NOT LIMIT OR EXCLUDE LIABILITY CAUSED BY OUR GROSS NEGLIGENCE, INTENTIONAL MISCONDUCT OR FRAUD.

 

  1. Laws.

These Terms and Conditions shall be governed by and construed in accordance with the laws of the State of Texas, excluding its conflict of law provisions. If any provision(s) of these Terms and Conditions is/are held by a court of competent jurisdiction to be contrary to law, then such provision(s) shall be construed, as nearly as possible, to reflect the intentions of the parties with the other provisions remaining in full force and effect.

 

  1. Entire Agreement; Updates.

These Terms and Conditions and your purchase receipt constitute the entire agreement between you and us with respect to the Services provided to you and will prevail over any conflicting, additional, or other terms of any marketing collateral or other document or expression. Sharks have NO AUTHORITY (apparent, express, implied, or otherwise) to alter or modify the terms and conditions of our Services – either orally or in writing.  We reserve the right to update these Terms and Conditions from time-to-time.  By scheduling Services with us, you agree to accept the latest version of these Terms and Conditions available at such time.

 

Last Revised – June 18, 2024