Privacy policy

1. Introduction and Philosophy

• Our Promise of Integrity: As an IT service provider, trust is the operating system of our business. This policy details how GEEKS ONLINE ASSISTANCE collects and manages your personal information with the utmost integrity and security.

• Data Controller: For data protection purposes, GEEKS ONLINE ASSISTANCE is the Data Controller. We process your information strictly as a resource necessary for delivering professional and timely IT solutions and maintenance.

• Acceptance: By accessing or using our website and services, you acknowledge and consent to the data practices described in this Privacy Policy.

2. Information We Collect

• Direct Contact Information: We collect essential contact identifiers—your name, email address, and phone number—required to establish a unique client service profile and schedule assistance.

• Operational Data: To optimize our website and ensure service compatibility, we automatically collect your IP address, browser type, device specifications, and referring website pages. This data helps us perform initial remote diagnostics.

• Service-Specific Data: When you submit a support request, the contents of your message, including any voluntarily provided diagnostic reports or system logs, are collected solely for the purpose of identifying and resolving your specific issue.

• Billing and Transaction Data: We retain billing history and transaction identifiers for financial compliance. Please note that GEEKS ONLINE ASSISTANCE never stores full credit card numbers; all sensitive payment processing is handled by secure, encrypted third-party payment gateways.

3. How We Use Your Information

• Fulfilling Service Requests: We primarily use your data to authenticate and prioritize your support tickets, enabling our certified technicians to connect remotely (with your express consent) and perform the necessary repairs, maintenance, or upgrades.

• Client Communication: We use your contact information to provide direct, "Geek-to-Client" communication regarding the status of your repair, follow-up on service satisfaction, and notify you of any critical security patches or service outages.

• Marketing (With Opt-Out): We may use your email to share information about new IT services or essential technology updates that directly contribute to your system's efficiency and security. Every communication includes a clear, single-click mechanism to easily opt out of future marketing emails.

4. Remote Support and Data Security

• Explicit Consent for Access: Our remote support protocol requires your explicit, session-specific verbal or written consent before any technician can access your system. Access is strictly governed and automatically terminates when the service session is complete.

• Data Minimization during Support: Our internal policy enforces a 'need-to-know' principle. Technicians will only access the system settings, applications, or files strictly necessary to resolve the issue you reported, maintaining the confidentiality of all other personal documents.

• Security Measures: We employ industry-standard encryption, access controls, and regular security audits to protect your data from unauthorized access or disclosure.

5. Disclosure and Third-Party Sharing

• Our No Data Selling Pledge: We operate solely on a service model. GEEKS ONLINE ASSISTANCE will never sell, rent, or trade your personal information to any external marketing or data brokerage firms.

• Trusted Service Providers: We only share data with specialized third-party partners (such as cloud hosting providers, payment processors, and advertising platforms) when necessary for them to perform a contracted function on our behalf. These partners are required to uphold the same stringent data security and confidentiality standards as our company.

• Legal Compliance: We will disclose your personal data only when legally required to do so by a valid governmental request, court order, or to protect the rights, property, and safety of GEEKS ONLINE ASSISTANCE or our customers.

Refunds policy

At GEEKS ONLINE ASSISTANCE, we are committed to providing expert, effective, and reliable IT solutions. Our primary goal is to resolve your issues completely. If we fail to meet this commitment, we will work diligently to either correct the service or issue an appropriate refund, subject to the conditions below.

1. Eligibility for a Full Refund (The 'No-Fix, No-Fee' Principle)

You are entitled to a full refund for a specific support incident fee under the following conditions:

• Diagnosis Failure: If our certified technician is unable to connect remotely to your device or, having connected, cannot diagnose the primary technical issue for which you sought assistance.

• Unresolved Issue: If our technician determines that they cannot provide a fix or solution to the problem you reported, and the service is terminated immediately without any attempted solution.

• Repeat Failure within [7 Days]: If the exact same issue reoccurs within seven 7 days of the completed service date, and we are unable to resolve it upon a second attempt.

2. Partial or Pro-Rata Refunds

• Hourly Service Cancellation: If you pre-paid for a block of service hours and terminate a running session before its completion, we will issue a pro-rata refund for any time billed in excess of the actual minutes spent working on your issue.

• Subscription Cancellation (Applicable to Monthly/Annual Plans): If you cancel a recurring maintenance or support subscription, your service will remain active until the end of the current billing cycle. GEEKS ONLINE ASSISTANCE does not offer refunds for charges already processed for a subscription period unless mandated by local law. However, we will refund the unused portion of a pre-paid annual subscription, calculated from the cancellation date.

3. Non-Refundable Items and Situations

Refunds will not be granted in the following circumstances:

• Change of Mind: Once our technician has successfully diagnosed, begun work, or resolved the issue, fees for the labor hours incurred are non-refundable, even if you decide the service is no longer needed.

• Third-Party Costs: The cost of any software licenses, replacement hardware, or third-party professional fees purchased upon your approval during the support session are non-refundable by GEEKS ONLINE ASSISTANCE. These items are subject to the specific refund or return policy of the original vendor.

• Pre-existing Hardware Failure: If the issue cannot be resolved because it is caused by a hardware failure (e.g., a broken hard drive) that requires physical replacement, the initial diagnosis fee is non-refundable.

4. How to Request a Refund

To initiate a refund request, you must contact us within 30 Days of the original service date.

1. Contact Method: Please email our dedicated billing team at support@geeksonlineassistance.com or call our support line at +1-807-696-1009.

2. Required Information: Include your service ticket number or invoice number, the date of service, and a detailed explanation of why you are requesting a refund based on the criteria above.

5. Refund Processing

Once your refund request is received and approved by our quality assurance team:

• Timeline: We will process the refund within 5 to 7 business days.

• Method: Funds will be credited back to the original method of payment used for the purchase. The time it takes for the credit to appear in your account may vary based on your bank or credit card provider.

Terms and Conditions

1. Contractual Relationship and Acceptance

• Agreement to Govern Services: These Terms & Conditions (T&C) constitute the entire agreement between you ("Client") and GEEKS ONLINE ASSISTANCE concerning your use of our IT services and website. Your signature on a service agreement, payment for any service, or simply accessing our website signifies your full acceptance of these terms.

• Definitions: "Service" refers to any remote or onsite support, consulting, maintenance, or subscription plan provided by our company. "Client System" refers to the hardware, software, and network components subject to the Service.

• Governing Law: This agreement and any dispute or claim arising out of or in connection with it shall be governed by and construed in accordance with the laws of Ontario, Canada

2. Warranties and Disclaimers

• Service Warranty: GEEKS ONLINE ASSISTANCE warrants that all Services will be performed in a professional manner by appropriately qualified technicians. If the specific issue resolved by our technician recurs within 7 calendar days, we will re-perform the service at no additional labor charge. This is the sole and exclusive warranty we provide.

• Disclaimer of Software/Hardware Performance: We do not warrant the performance of any specific software or hardware after our Service. We are not responsible for compatibility issues, vendor defects, or failures arising from components we did not explicitly install or recommend.

• No Other Warranties: Except for the limited Service Warranty above, GEEKS ONLINE ASSISTANCE makes no other warranties, express or implied, including, but not limited to, the implied warranties of merchantability or fitness for a particular purpose.

3. Billing, Payment, and Service Interruption

• Pre-Payment and Billing: All subscription fees, hourly rates, or fixed-rate services must be paid in advance unless otherwise specified in writing. Failure to make timely payments will result in the immediate suspension or termination of active Service access.

• Cost of Third-Party Products: The Client is responsible for the full cost of any parts, software, or licensing fees purchased during the service, even if the service fee is later refunded.

• Scheduled Maintenance: We reserve the right to perform scheduled system maintenance on our own tools and platforms, which may temporarily affect Service availability. We will use commercially reasonable efforts to provide advance notice for any planned interruptions.

4. Intellectual Property and Confidentiality

• Our Property: All methodologies, diagnostic tools, code used for remote access, and content on our website are the intellectual property of GEEKS ONLINE ASSISTANCE and may not be copied, reproduced, or reverse-engineered by the Client.

• Client Confidentiality: We treat all information obtained from the Client System during a service session, including technical details, passwords, and data paths, as strictly confidential. This information is used solely for the purpose of providing the requested IT Service.

5. Modification and Termination

• Right to Modify Terms: GEEKS ONLINE ASSISTANCE reserves the right to update or modify these T&C at any time. We will provide notice of material changes by posting the updated terms on our website. Your continued use of the Service after such notice constitutes your acceptance of the revised T&C.

• Termination by Client: You may terminate your subscription or service agreement at any time by providing written notice to our support team. Termination will take effect at the end of the current paid billing cycle.

• Termination by GEEKS ONLINE ASSISTANCE: We reserve the right to terminate Service immediately, without prior notice, if we determine the Client is in material breach of these T&C (e.g., non-payment, abuse of our staff, or illegal use of the Service).