These are the terms between you and PC Help Hero (operated by Wade in Lexington, Tennessee) when you hire us or use this website. We've tried to keep them short and plain.

1. Services We Provide

We offer computer repair, remote support, web design, IT consulting, tech tutoring, and related services, as described on this site. Prices shown on the site are starting points; final quotes are given before work begins.

2. No Fix, No Fee — and Where It Applies

Applies to: remote support sessions and flat-rate software repairs (tune-up, malware cleanup, operating-system reinstall, setup services). If we can't solve the problem you hired us for, you don't pay that service fee, and anything you already paid for it is refunded.

Hardware works differently. A drop-off hardware diagnostic is $49. If you approve the quoted repair, the $49 is waived (absorbed into the repair). If you decline the repair, or the device isn't economically repairable, the $49 diagnostic fee is payable — you receive the findings either way. In-home diagnosis is billed as the in-home first hour instead. Data recovery: if no data is recovered, the recovery fee is not charged, but any agreed lab or parts costs are.

Not refundable: parts and third-party software or licenses you've authorized once purchased on your behalf; on-site travel time already incurred; deposits on custom work (websites, configurations) once work has started; and Care plan fees for the current month already delivered.

3. Your Responsibilities

Back up important data whenever possible — we are careful, but hardware and software can fail unexpectedly.
Provide accurate information about the problem.
Own or have permission to service the device we're working on.
Pay for agreed-upon services, parts, and third-party licenses.

4. Payment

Payment is due when work is completed, unless we've agreed otherwise in writing. Invoices may include a payment link with the amount pre-set. Recurring services (hosting, Care plans) are billed monthly or annually as specified at signup. Payments are processed securely by Stripe.

5. Cancellations & Refunds

Cancel a scheduled session at least 4 hours in advance with no charge.
Recurring plans can be cancelled anytime; you're billed only for the current period.
Custom work (websites, deep configurations): deposits are non-refundable once work has started.

6. Remote Support

One-time remote sessions happen with your consent. You see everything we do and can disconnect at any time. Nothing remains installed after a one-time session and we retain no access. We never leave unattended-access software installed without your explicit written permission.

6a. Home Care & Business Care Plans

Scope. Each plan covers the specific devices listed in your Care agreement, up to the plan's device limit. Coverage means: managed antivirus, scheduled updates, health monitoring, alert review, a monthly report, and the included troubleshooting time stated for your plan (Home Care) or the monitoring and response services stated in your scope (Business Care).
Installed software. You authorize us to install and maintain a monitoring agent and antivirus on covered devices, and you confirm you own or are authorized to manage those devices. What the software collects is described in our privacy policy.
Access. Attended sessions (you present) are the default. Unattended access is permitted only if selected in your Care agreement and may be revoked by you at any time in writing.
Hours. Home Care alert review and support are provided during business hours (Mon–Fri 8 AM–6 PM CT). Business Care includes around-the-clock threat detection and response by our security vendor's analysts; Wade's own response and general help-desk support are during business hours unless your scope says otherwise.
Included time. Home Care troubleshooting minutes are shared across covered devices, do not roll over, and are used only when you request help. Work beyond included time, in-home visits, hardware, parts, malware cleanup after an infection, ransomware response, data recovery, backup storage subscriptions and project work are billed separately and quoted before we proceed.
Business Care labor. Help-desk labor is billed at the published business rates unless your scope includes a labor allowance. Servers, network equipment, Microsoft 365 / Google Workspace administration, backups and incident recovery are separate scoped services.
Billing. Monthly in advance by card. Business Care carries a $195 monthly minimum. Prices may change with 30 days' written notice.
Cancellation and offboarding. Home Care: cancel any time; service continues through the paid month. Business Care: 30 days' written notice. On cancellation we remove our software, disable our access, return documentation and credentials (Business Care), and confirm removal in writing.
Not a guarantee against all threats. Security software and monitoring reduce risk; they cannot eliminate it. A Care plan is not insurance, and does not include unlimited incident recovery or data recovery.

7. Limitation of Liability

We do our best, but IT work carries inherent risk. Our total liability for any claim is limited to the amount you paid for the specific service in question. We're not responsible for data loss, downtime, or indirect damages — please back up before any repair.

8. Warranty

Labor is warranted for 30 days — if the same problem we fixed comes back, we'll re-fix it free. Hardware parts carry the manufacturer's warranty. Software configurations depend on Windows/Mac/third-party updates outside our control.

9. Changes to These Terms

We may update these terms occasionally. Material changes will be posted here with a new "Last updated" date.

10. Governing Law

These terms are governed by the laws of the State of Tennessee.

11. Contact

Wade — PC Help Hero
Lexington, TN 38351
wade@pchelphero.com
(731) 798-8625

Terms of Service