Terms & Conditions

Scope of Services

Key City Computer Help LLC ("Company," "we," or "us") provides at-home computer repair, network setup, hardware installation, and related IT support services to the customer ("Customer" or "you"). We agree to perform these services in a professional and timely manner. However, specific results cannot always be guaranteed due to the nature of computer hardware and software.

Billing and Payment Terms

Payment is due in full upon completion of the service call. We accept cash, major credit cards, and local checks.

On-Site Hourly Labor: $50.00 per hour (2-hour minimum, then billed in 30-minute increments)

Travel Surcharge (applies only to locations outside Abilene city limits): $25.00

Estimates: All estimates for hardware and labor are valid for 14 days. If unforeseen hardware or software issues arise that exceed the initial estimate, work will halt until we receive your authorization to proceed.

Cancellation by customer: Cancellations made at least 2 hours before the scheduled start time receive a full refund. Cancellations within 2 hours of the start time incur a $50 fee (50% of the minimum service charge.

If we are unable to provide a contiguous 2 hours of service, we will waive the minimum charge and bill only for time worked in 30-minute increments.

Customer Authority and Ownership Representations

By requesting service, the Customer represents that they own the equipment being serviced or have authority from the owner to authorize repairs and accept these terms.

If the Customer lacks authority, they are responsible for any resulting claims or damages.

The Customer authorizes Key City Computer Help LLC to access devices, software, user accounts, and cloud services, and to reset passwords and install or remove software as necessary to complete the requested services. The Company will only utilize such access with the explicit, temporary permission of the Customer and strictly for the purpose of the requested service.

Data Backup and Liability

While we take every precaution to preserve your files, data loss can occur due to failing hardware, severe virus infections, or unforeseen complications during the repair process.

By authorizing service, you agree that Key City Computer Help LLC is not responsible or liable for any lost data, software, or digital media, nor for any loss of revenue or productivity resulting from such loss.

In the event that work must be completed off-site, we will notify you weekly through email, phone, and/or text messaging when your property is ready to be returned. Equipment not claimed within 90 calendar days will be considered abandoned and may be sold or disposed of in accordance with Texas law.

If you are unable to receive your equipment within 90 calendar days, it is your responsibility to contact us to make alternative arrangements.

Extended storage is available at $25 per week per computing device (not inclusive of cables, peripherals, or other accessory devices), payable upon return.

Service Guarantees and Warranties

We offer a 14-day guarantee on labor for the specific issue we were hired to fix. If the exact same problem returns within 14 days under normal usage, we will address it at no additional labor cost.

This guarantee does not apply to issues we cannot address, such as those stemming from another service provider (ISP, third-party platform, etc.). We will inform you when an issue is outside our scope.

This guarantee does not cover subsequent malware re-infections. Once a computer is cleaned and returned, it is the Customer’s responsibility to practice safe browsing habits.

Force Majeure

Neither party shall be liable for any failure or delay under these Terms and Conditions (other than for the payment of money) to the extent that the cause is beyond that party’s reasonable control, including but not limited to acts of God, fire, flood, earthquake, natural disasters, war, terrorism, government-imposed lockdowns, or failures of public utility providers (e.g., electrical or internet grid failures). The party experiencing the force majeure event shall promptly notify the other party and use commercially reasonable efforts to resume performance as soon as reasonably practicable.

On-Site Requirements

For all house-calls and on-site visits, a person who is at least 18 years of age must be present for the duration of the service call. The technician reserves the right to terminate service if they feel unsafe, if the environment is unsanitary, or if they are subjected to abusive behavior. The minimum service fee will still apply.

Customer Responsibilities

It is the Customer’s responsibility to maintain valid software licenses, provide accurate passwords, disclose encryption, disclose known hardware issues, maintain current backups, and ensure lawful ownership of software and data.

Limitation of Liability

To the maximum extent permitted by law, the Company’s total liability for any consequential, incidental, or special damages, lost profits or business opportunities, loss of goodwill, business interruptions, and third-party claims arising from our services or hardware shall be limited to the total amount paid by the Customer for the specific service call. We are not liable for pre-existing hardware failures exposed during diagnostic testing.

These Terms and Conditions govern all future services provided to the Customer unless replaced in writing. Future service requests constitute acceptance of the existing terms. Key City Computer Help LLC may update the Terms and Conditions prospectively by providing notice through its website or in writing.

Governing Law
These Terms and Conditions shall be governed by and construed in accordance with the laws of the State of Texas, without regard to its conflict of law principles.

Dispute Resolution
In the event of any dispute relating to these Terms and Conditions or the services provided hereunder, parties agree to first attempt resolution through informal negotiation. If the dispute cannot be resolved within thirty days, the parties agree to submit the dispute to binding arbitration in Taylor County, TX, administered by the American Arbitration Association in accordance with its Consumer Arbitration Rules.

In the event of any dispute or legal action arising from or related to these Terms and Conditions, the prevailing party in such action shall be entitled to recover from the non-prevailing party all reasonable attorneys’ fees, court costs, and related expenses to the maximum extent permitted by applicable Texas law.

In the event of any dispute relating to these Terms and Conditions or the services provided hereunder, parties agree to first attempt resolution through informal negotiation. If the dispute cannot be resolved within thirty days, the parties agree to submit the dispute to binding arbitration in Taylor County, TX, administered by the American Arbitration Association in accordance with its Consumer Arbitration Rules.