Terms of service

Last Updated: August 6, 2025

Welcome to SilverLink Tech! We are delighted to help you and your family with your technology needs. These Terms of Service ("Terms") govern your use of our website and the tech support services we provide. By purchasing a session or subscription, you agree to these Terms.

1. Description of Services
SilverLink Tech provides remote technical support and guidance for common consumer technology, including smartphones, tablets, computers, printers, and related software. Our services are provided via video call or phone. We offer two main service plans:
One-Time Support Session ("The Quick Fix"): A single, 60-minute support session dedicated to resolving a specific technical issue.
Monthly Subscription ("Peace of Mind Plan"): A recurring monthly subscription that provides ongoing support as detailed below.

2. Payments, Subscriptions, and Cancellations
One-Time Sessions: Payment for one-time sessions is due in full at the time of booking.
Monthly Subscriptions: The Peace of Mind Plan is a recurring subscription. Your payment method will be charged automatically each month on the date you originally signed up.
Cancellation Policy: You may cancel your monthly subscription at any time. To cancel, please contact us at [email protected] or through your customer account portal. Your subscription will remain active until the end of the current paid billing period, and you will not be charged again. No partial refunds are provided for mid-month cancellations.

3. Fair Use Policy for the "Peace of Mind Plan"
Our monthly subscription is designed to provide peace of mind and ongoing support for typical household tech challenges. To ensure we can maintain a high quality of service for all our members, this plan is subject to a Fair Use Policy.
The plan includes unlimited support sessions to resolve distinct technical issues as they arise.
The service is not intended for continuous, 24/7 monitoring or as a substitute for formal, multi-hour IT training sessions.
We consider usage in excess of one scheduled 60-minute support session per day to be beyond the scope of this plan.
If a member's usage pattern consistently and significantly exceeds the average, we reserve the right to contact them to discuss their needs. In rare circumstances, this may involve transitioning the member to a more suitable custom support plan. This policy helps us protect the availability and quality of our service for everyone.

4. Our Service Guarantee & Limitations
Our Guarantee: We promise to provide patient, clear, and professional support. Our goal is to solve your problem and empower you with confidence. If you are not satisfied with a session, please contact us within 48 hours, and we will work with you to make it right, which may include a follow-up session at no extra charge or a partial/full refund, at our discretion.
Limitations: While we are skilled problem-solvers, we cannot guarantee a fix for every issue. Some problems may be caused by hardware failure, software limitations beyond our control, or issues with third-party service providers (e.g., your Internet Service Provider). If we determine that we cannot resolve your issue, we will explain why and advise you on the next steps you can take. For one-time sessions, if we cannot provide a solution, a full refund will be issued.

5. Your Responsibilities
To receive our services, you agree to:
Provide accurate information about yourself and the technical problem.
Be present and available at the scheduled time of your support session.
Follow our specialist's instructions to the best of your ability.
Have a stable internet connection for video support calls.

6. Privacy
Your privacy is extremely important to us. We will never ask for sensitive information like bank passwords or social security numbers. Please review our Privacy Policy [Link to your Privacy Policy page] to understand how we collect and use data.

7. Changes to These Terms
We may update these Terms from time to time. If we make significant changes, we will notify our active subscribers via email. Continued use of our services after any changes constitutes your acceptance of the new Terms.

8. Contact Us
If you have any questions about these Terms of Service, please contact us at [email protected].