1. This agreement
These Terms and Conditions ("Terms") are an agreement between you and HV Tech Services LLC ("HV Tech", "we", "us") for the online help service on this page (the "Service"). They apply to this request and to anything you buy for it. By ticking the boxes and typing your name you sign them electronically, which has the same effect as a signature on paper.
You must be at least 18 years old. If you use the Service for a business or other organization, you confirm that you are allowed to accept these Terms for it, and "you" includes that organization.
Our website Terms of Use and Privacy Policy also apply. If they differ from these Terms, these Terms apply to the Service.
2. The Service
The Service is one-time remote help with one computer problem for people and businesses that do not have a support agreement with us. Already a client? Use our free Support page instead.
It has three parts: (a) a free diagnosis by our AI agent; (b) if written steps are likely to help, a fix document with step-by-step instructions, plus chat help with that document (up to 10 messages); and (c) a live remote session with one of our technicians. Before you pay, you can also send our AI agent up to 5 chat messages about the diagnosis; it does not give the fix steps before payment.
One request covers one problem. A different or additional problem needs a new request.
The Service is not for emergencies. If you think you are the victim of a crime, a scam or an active cyber-attack (for example ransomware), contact the police and your bank first.
We may change, pause or stop the Service, and we may decline or stop any request at any time (for example if it is out of scope, unsafe, abusive or unlawful). If we decline before you pay, nothing is charged.
3. Prices and payment
The diagnosis is free.
Fix document: $39 for a basic fix (quick, low-risk steps) or $49 for an advanced fix (longer or more involved steps). The diagnosis tells you which applies, and the price is shown before you pay. Paying gives you the fix document for this one problem and chat help with it. You can open it from the link we email you until the request is closed.
Live technician: $129 for up to 60 minutes of remote help with this problem, available Monday–Friday, 7:00 AM–2:00 PM Eastern. If you already paid for the fix document, that amount is credited toward the technician. If you pay outside those hours, a technician contacts you during the next opening. Work beyond 60 minutes, or on another problem, is quoted separately.
Prices are in US dollars and include any applicable fees. Payments are processed by Stripe. We never see or store your full card number.
4. Refunds
Fix document: $5 of each fix fee covers processing and payment costs and is non-refundable under any circumstance, including if the steps do not work, you change your mind, or you do not use them.
The rest of the fix fee: if you followed the steps and they did not solve the problem, press "Still not working" on your request page within 14 days of paying. You can then either put the fix fee toward a live technician, or ask for a refund of the fix fee less the $5 non-refundable part. We review each refund request and may decline it if the steps were not followed, the problem changed, the request is for a different problem, or the Service is being misused.
Live technician: the technician fee is refunded only if our technician is not able to solve the problem during the session. That includes when the technician finds it cannot be fixed remotely (for example failing hardware). It is not refunded when the problem is solved, or when the session cannot go ahead or finish because of you: for example you are not available within 5 business days of our first contact, you do not have the administrator access or passwords needed, you end the session early, you refuse the work the technician recommends, or the problem is different from the one you described. Whether the problem was solved is decided by our technician, acting reasonably, and recorded on your request.
Refunds go back to the card you paid with, usually within 5–10 business days. Please contact us at helpdesk@hvtechservices.com or (845) 475-8370 before disputing a charge with your bank. If a charge is disputed, we may share the records of your request (including your acceptance of these Terms) with the card issuer, and we may refuse further requests.
5. AI-generated content
The diagnosis, the fix document and the chat answers are generated automatically by our AI agent, which uses a third-party artificial-intelligence service. They are not checked by a person before you see them. You are not chatting with a human unless a technician joins.
AI output can be wrong, incomplete, out of date or not suited to your exact computer, even when it sounds confident. It is general technical guidance only. It is not a guarantee, and it is not legal, financial, medical, safety or security-compliance advice.
Read each step before you do it. If what you see does not match the steps, or anything is unclear, stop and ask in the chat or escalate to a technician. Do not rely on the Service where a mistake could harm people, property or a business-critical system.
We may review requests and conversations to check quality, to train our staff and to improve the Service.
6. Steps and commands you run yourself
Some steps may ask you to change a setting, or to copy and run a command that is built into your computer. You choose whether to do each one. We do not run anything on your computer, connect to it or install software on it, except during a live session that you start and approve.
Read each command before you run it. Some changes cannot be undone. Stop if a step warns that it could remove data or settings and you have not backed up.
7. Your responsibilities
Back up your important files before you follow any step or start a live session, and check that the backup works.
You confirm that you own the computer, or are authorized by its owner to work on it and to allow remote access to it, and that the information you give us is accurate.
Do not send passwords, card numbers, Social Security numbers, health information or other people's personal information. Cover or crop anything private in screenshots before you upload them.
Use the Service lawfully, follow the license terms of your software, and keep the link to your request private: anyone with the link can see your request.
8. Data loss, damage and downtime
Any troubleshooting — by you, by following the AI agent's steps, or by a technician — can cause loss or corruption of data, files, email, settings or software, damage to devices, or time without a working computer. The problem itself may also get worse.
You accept that risk. To the fullest extent the law allows, HV Tech is not responsible for any such loss, damage or downtime, however it happens. Making and checking backups is your responsibility.
9. Live remote sessions
Live sessions use a remote-support tool (Zoho Assist). The technician emails you a session link from your request; you open it yourself and approve the connection. The tool may ask you to run a small temporary app, which is not installed permanently. You can end the session at any time.
While connected, the technician can see what is on your screen. Close anything private first. Stay at the computer during the session unless the technician agrees otherwise. Notes about the session are kept on your request.
The technician may stop the session if the work is out of scope, unsafe, or not possible remotely.
10. Your information and AI processing
What you send us — your answers, descriptions, error messages, screenshots, log files, chat messages and contact details — is processed by our third-party AI service provider to produce the diagnosis, the fix document and the chat answers, and is stored in our support system so our staff can help you.
Our AI service provider processes it on our behalf under terms that keep it confidential and do not allow it to train its models on your information.
Screenshots, log files and pasted logs are deleted 90 days after your request is finished (sooner if you never continue past the diagnosis). Your request, chat and payment records are kept as business records. We do not sell your information. See our Privacy Policy for more, including how to contact us about your information.
11. What we do not do
Hardware repair, data recovery, removing ransomware or handling an active attack, unlocking devices or accounts that are not yours, getting around passwords, activation, licensing or other security controls, work on pirated software, business servers or domains, or anything unlawful.
12. No warranty
The Service is provided "as is" and "as available". To the fullest extent the law allows, we make no promises or warranties of any kind, express or implied, including that the problem will be fixed, that the AI agent's output is accurate, that the Service will be uninterrupted or error-free, or of merchantability, fitness for a particular purpose or non-infringement.
Software, devices and services made by others (for example Microsoft, Apple, Google, printer makers or your internet provider) are not ours, and we are not responsible for them.
13. Limitation of liability
To the fullest extent the law allows: (a) HV Tech's total liability for all claims about the Service or this request is limited to the amount you paid us for this request; and (b) HV Tech is not liable for any indirect, incidental, special, consequential, exemplary or punitive damages, or for lost data, profits, revenue, business, goodwill or time, even if we were told they were possible.
These limits apply to our staff and contractors too. They are a basic part of this agreement and reflect the low price of the Service. Where the law does not allow a limit, our liability is limited to the smallest amount the law allows.
14. Indemnity
You agree to defend, indemnify and hold harmless HV Tech and its staff and contractors from any claim, loss, damage, cost or expense (including reasonable attorneys' fees) that comes from your use of the Service, the information you give us, your breach of these Terms, or work on a computer or account you were not authorized to use.
15. Disputes
If you are unhappy, contact us first at helpdesk@hvtechservices.com and we will try to resolve it within 30 days.
These Terms are governed by the laws of the State of New York, without regard to its conflict-of-law rules. Any dispute that we cannot resolve together will be decided by the state or federal courts located in New York, and you and we agree to their jurisdiction; either of us may use a small-claims court instead where it qualifies.
Claims must be brought individually, not as part of a class or representative action, and within one year after they arise, unless the law requires a longer period.
16. General
These Terms, with the website Terms of Use and Privacy Policy, are the whole agreement about the Service. We may update these Terms; changes apply only to requests started afterwards, and the version you accepted (2026-10-22.3) is recorded with your request.
If any part of these Terms cannot be enforced, the rest still applies. If we do not enforce a part, we have not given up the right to. We are not responsible for delays or failures caused by events beyond our reasonable control.
Contact: HV Tech Services LLC, helpdesk@hvtechservices.com, (845) 475-8370.