Terms of Use

Welcome to Digital Companion Services (“we,” “us,” “our”). By using our services, you (“client,” “customer”) agree to the following terms and conditions. Please read them carefully.

1. Scope of Services

Digital Companion Services provides in-home and remote technical support tailored for all individuals, including small businesses, non-technical individuals, and seniors. Our services include but are not limited to:

• Device setup and troubleshooting.
• Assistance with smartphones, tablets, and computers.
• Internet and Wi-Fi troubleshooting.
• Guidance on digital security and online safety.
• Personalized tutorials for applications and software.

2. Eligibility

Our services are available to all individuals, small businesses, and non-technical users who require assistance. By using our services, you confirm that you are authorized to request support for the relevant devices or systems.

3. Service Limitations

We do not provide:

• Hardware repairs or replacements.
• Software development or advanced coding support.
• Assistance with illegal or unethical activities.
• Services outside our advertised scope.

4. Appointments and Scheduling

• Clients may book appointments via our website, phone, or email.
• Appointments are subject to availability and will be confirmed upon booking.
• Rescheduling or cancellations must be made at least 24 hours before the appointment.

5. Fees and Payment

• In-Home Rate: $135 per hour, with a one-hour minimum. Longer visits are billed at the same hourly rate.
• Remote Support Rate: $65 per hour.
• Optional extras, such as a personal written guide, are charged at a flat price shown before you book, whatever the length of your visit.
• Current prices are always shown on our Services page and again before you confirm a booking. The price you are shown when you book is the price you pay, even if our rates change afterwards.

6. Payment Authorization and When We Charge You

We do not charge you when you book. We charge you after your visit is finished. When you book, we ask for a card and save it securely for later. No money is taken at that point.

• Your card details are held by Stripe, our payment processor — not by us. We never see or store your full card number.
• By booking, you authorize us to charge that saved card, without you being present, once your session is complete — for the time your visit actually takes, at the hourly rate you were quoted.
• You are billed for the actual time worked, with a one-hour minimum. A visit that finishes early is billed for the shorter time. If a visit runs longer than booked, the additional time is billed at the same hourly rate, and your companion records why it took longer.
• You may remove your authorization at any time by contacting us. Doing so does not cancel a booking, and does not affect amounts already properly owed for a visit that has taken place.
• We will email you a receipt whenever we charge your card.

7. Cancellations and Amounts Charged

Because we only charge you after your visit, these are amounts we charge rather than refunds we issue. The outcome for you is the same, without the wait for money to come back.

• Cancel more than 24 hours before your appointment and you are not charged anything.
• Cancel between 12 and 24 hours before your appointment and we charge 50% of the quoted amount.
• Cancel less than 12 hours before your appointment, or if nobody is home when we arrive, and we charge the full quoted amount.
• If we cannot resolve your issue or fix your device, you are not charged at all, however long the visit took.
• If we cancel, or we cannot make your appointment, you are not charged.
• Rescheduling more than 24 hours ahead is always free.

8. Memberships

• Memberships bill in advance each month (or year) and renew automatically until you cancel. You can cancel any time from your account in one step, with no phone call — your membership then runs to the end of the period you have already paid for.
• Each membership includes support as described on the plan you chose. Included visits are for focused help and run up to two hours each. If you need longer, you can book an additional session at your discounted member rate.
• Remote (virtual) support on the unlimited plans is one included visit per day. You may still book a second virtual session on the same day — it is simply charged at your discounted member rate rather than included.
• Once the included visits for your period are used, additional visits are charged at the member discount shown on your plan. Add-ons, such as a written guide, are never included in a membership and are charged separately.
• Included visits do not roll over between periods, and a membership has no cash value. We may adjust plan prices with advance notice; a price change never affects a session you have already booked.

9. Privacy and Confidentiality

• We value your privacy and handle your data with care. Personal information shared during sessions will not be stored, sold, or shared with third parties.
• All virtual sessions will be recorded and retained for up to 1 year for quality assurance purposes.

10. Liability and Disclaimer

• We are not responsible for any data loss, hardware damage, or other issues resulting from pre-existing conditions on your devices or network.
• We are not liable for financial losses due to device failures or any work we perform on the devices.
• While we strive to provide accurate and effective support, we do not guarantee that all technical issues can be resolved.
• Our liability is limited to the fees paid for the specific service provided.

11. Customer Responsibilities

• Ensure a stable internet connection for remote sessions.
• Provide accurate information about the issue or device.
• Ensure that any software or hardware we assist with is properly licensed.

12. Termination of Services

We reserve the right to terminate or refuse service to any client for inappropriate behavior, failure to comply with our terms, or other valid reasons.

13. Changes to Terms

We may update these terms and conditions periodically. Clients will be notified of significant changes via email or our website.

14. Governing Law

This agreement is governed by the laws of Minnesota. Any disputes shall be resolved in the courts of Minnesota.