Getting Started
Appointments
If you need an at-location or in-shop consultation, contact me to make an appointment.
Appointments require both of us to communicate promptly about delays or cancellations, at least 2 hours ahead of time. If I fail to show up, I will waive the first hour of the consultation fee. If I am more than 10 minutes late, I will take 25% off your fee. If you fail to show up, you agree to pay the first hour of the consultation fee. If you fail to contact me, contact me less than 2 hours before the appointment, or show up late, you agree to a 25% addition to your fee.
See my rates for more information.
Service Authorization
You authorize my service when you bring in your device or request service by other means, such as email or phone. I confirm that authorization with an Authorization or Service Order Form. I typically need your authorization in writing via signature, or email response.
Once you authorize a service, I am responsible for providing a reliable experience. Some outcomes, such as inadvertent data loss or hardware failure during diagnosis, repair, encryption, decryption, or software changes, fall outside my responsibility and liability. See Protecting Your Data and Privacy for details, and maintain your own backups before requesting service.
Who I Provide Service To
I provide technical service to individuals. If you own or work for a business, all service dealings are between you and I directly. If you want someone else to act on your behalf, provide written consent authorizing that person to speak and act for you.
Any one-time service I provide to you is by your authorization. Some services that reoccur like remote home-visits are by contract between you and I only. The exchange of property, my services for your method of payment, does not include any third party.
Fees and Payment
Fees
Evaluations (10 minutes, in-shop only) are free. An evaluation is a quick estimate, based on my experience, of what the problem might be and the possible costs involved. It is not a precise result. If you want an accurate diagnosis and quote/estimate, request a full diagnostic.
Diagnostic fees cover my time troubleshooting an issue and providing an expert report on what I believe the problem is, or a recommendation if the device cannot be repaired due to time or cost. Diagnostic fees are due upfront, or for at-location appointments, upon completion of the assessment.
Repair fees are usually charged in addition to diagnostic fees and are due when the repair is complete, before you pick up your device or before I leave your location.
Consultation fees are charged per hour, with a one hour minimum, regardless of outcome. If a third party issue, or something required to finish the service, is missing at the time of the visit, I will either charge a full visit fee plus a half fee for a return visit, or at my discretion, a half fee for the initial visit and the remainder on return. The latter typically applies when the location is a short distance away.
Research and recommendation fees cover my time preparing an estimate, quote, or recommendation at your request, charged per project or request.
Project and service fees are set fees for specific projects with a fixed turnaround, charged per project.
Special Fees are some services like, but not limited to, data recovery. These fees are by estimate. I usually provide a fee range in this instance.
Payment Method
All payments can be made in cash. At my discretion, I may accept PayPal or Venmo (@scottRlarson, listed under the business tab). Please be prepared to pay cash if you are unable to get your mobile payment app working.
Payment is due immediately upon return of your device. For at-location services, payment is due before I leave the service location. For online services, payment is due within two weeks of receiving your bill of service. You are liable for payment once a service has started. If you have an unpaid balance and leave your device behind, see Equipment Left Behind.
Late or Unpaid Payments
Late payments incur a $1.00 per day fee. Repeated late or unpaid bills may result in services being halted, your service being reprioritized behind timely paying customers, or at my discretion, could result in the termination of the service relationship.
If there is an outstanding payment, or I suspect a payment method may be reversed or charged back, I will retain your equipment until the balance is paid. See Equipment Left Behind for more information on how long I can hold onto a device before I have to take action. If you need more time, let me know during ahead of time.
Turn-Around Time
I operate on a first come, first served basis unless you choose priority service. See my priority rates for a faster turnaround.
During regular scheduling, I prioritize service in this order:
- Priority customers (paid priority service, 1 to 2 day turnaround)
- First class customers (3 to 7 days, regular visits)
- Second class customers (1 week or more)
If I am waiting on parts, I place that device on hold and move to the next device in the queue. I also prioritize customers who are current on payments over those with an outstanding or overdue balance. Delays in your communication can also affect turnaround; see Responsible Communication for details.
During intake, I will estimate how long a service will take, though this can change depending on what comes up during the work and can range from hours to weeks depending on the issue. If you cannot be without your device for that long, ask about a loaner device or purchase a backup device. If you need your personal or business data transferred to a loaner, ask about data and application setup fees. For faster service, see my priority service pricing.
Data and Privacy
Protecting Your Data and Privacy
I make every effort to protect your data, but I am not responsible or liable for preserving it, or for knowing what data existed on a device before servicing. If your device is operating at the time of service, I may, at my discretion, create an encrypted bare metal image backup before starting work. This safety backup lets me restore your device to its original configuration if something goes wrong during servicing. It is for my internal use only and is not a data backup service.
I keep this backup, in encrypted form (256 bit AES), for up to 4 months after servicing. In dire situations, I may extend that at my discretion by up to 2 more months, for a total of 6. After that period, I delete the backup to protect your privacy, and I cannot make exceptions. This backup is not a guarantee I can recover your data on request. If you did not purchase a data backup service and I still have your backup on hand, I can provide a copy under a separate data restore service, storage space permitting.
If you notice data missing after servicing, check whether it exists elsewhere or was moved before your device came into my possession, rather than assuming it is lost. Do not rely on my safety backups in place of your own. Always maintain your own backups and know what data you have and where it lives before requesting service. Contact me if you need help with backups or a backup strategy.
Migrating between technologies can surface issues with third party hardware or software outside my control. I can troubleshoot these under my diagnostic fees, but I am not a representative of third party providers. Make manual backups of important data before requesting a service that involves this kind of migration.
Your data is your responsibility. Verify that the data you want transferred actually exists on the device, and show me where any non standard files are stored, outside typical documents, photos, music, and video, before I proceed with a transfer. I cannot account for data I am aware of.
To provide services such as data transfer, I may need to access parts of your file system or online accounts that contain private information. I will not knowingly breach that privacy or use the information outside the service you requested. There are exceptions to this firm policy. In situations where I receive a lawful court order compelling me give possession of your data to an individual acting in a position of law enforcement. I may also share your information with a subcontracted provider, for example a data recovery service you request; any provider I share it with has its own privacy policy governing that information once it is in their possession.
I take reasonable measures to secure your private data and communications at any location I service devices, but if my physical location or network is breached and your information is intercepted or compromised, I am not liable or responsible for the result. Contact me with any specific privacy concerns.
Storage Encryption and Decryption
Storage encryption can prevent me from providing the service you request. For example, if your system fails to boot, or I need to create a safety backup (see Protecting Your Data and Privacy), I will need to decrypt your storage device using credentials you provide. You can re-enable encryption once the service is complete. An unencrypted device is more vulnerable to data theft, and protecting your data is your responsibility. Contact me with questions before requesting service.
Equipment Left Behind
If I do not hear back from you for 120 days, I will assume you do not want the equipment left behind. Personal data on the device will be securely erased to protect your privacy, and the equipment will be destroyed, recycled, or sold to cover outstanding costs.
If you have an unpaid balance, I may sell the equipment to cover it if payment is not received within 60 days of the bill of service date, after your data has been destroyed. I am not liable for the result of any breach of your personal data from equipment left behind, though I take data privacy seriously.
I am not required to, but I will make a reasonable effort to reach you before the 120 day period ends, which may include phone calls, email, a text message if I have your mobile number, and a letter if I have your address on file. If you cannot be reached by any of these methods within the time frame, you are considered to have given up ownership of the equipment.
Remote Service and Software
Remote Service
When you bring in your device for servicing, after a repair, or when you agree to let me remotely manage your device’s security, backups, or upkeep, I may install applications or shortcuts that help provide ongoing service or maintain our business relationship.
Remote service requires exceptions in any security software installed on your computer. If you do not want to make these exceptions, I will not be able to provide remote service.
Remote access software allows a specific individual, such as myself, to access parts of your computer with your permission and interaction. Even though I take precautions to protect your device and data during remote sessions, its use may expose your computer to a skilled attacker. By allowing remote access, you take full responsibility and liability for any unintended result of the software being exploited.
You can uninstall any of the following software at any time. If you have an ongoing service with me, contact me first before uninstalling:
- Zoho Assist: remote control software that lets me connect to your computer to help with a problem or maintain your device. There are two versions:
- Standard Zoho Assist, which only works when you request help.
- The Zoho Assist Unattended Agent, which allows me to connect without your interaction. I only install this on devices under a system care or management agreement, and only connect with your knowledge and consent, usually during a pre-arranged appointment, unless another arrangement is in place.
Software Licensing
To install software or licenses needed for your requested service, I may need login details or software packages, and may spend billable time gathering information you do not have on hand. You may need to grant me access to relevant online accounts, including email credentials, so I can perform password resets on accounts containing information I need. I only use information found in your accounts to complete the requested service. See Protecting Your Data and Privacy for more detail.
Price quotes are based on the information available at intake and are subject to change if new information is required or discovered during servicing. If you decline to continue after a price change, you still owe any outstanding quoted or estimated charges regardless of the device’s condition or the work’s progress.
When upgrading or replacing hardware, or moving a software license to new hardware, there is no guarantee the license will reactivate on the new configuration. If it does not, for example with a Windows license, you may need to purchase a new one. This cost is in addition to any other quoted fees, does not change what you owe for parts or service, and does not obligate me to provide free service to resolve it. Ask me about this before agreeing to fees if you have concerns.
New Device Setup
When you purchase a device from me, or bring one in for setup or a tune up, I will remove, replace, or disable features I judge best for your experience.
This may include removing or disabling security software, preloaded apps outside the system’s core functionality, or hardware causing performance bottlenecks, and may include upgrades such as more memory or faster storage. The device will remain functional at all times, but may differ from your expectations of a default setup. Let me know in advance if you need a specific default application or setting kept.
If you request that I remove an application, you are responsible for any resulting harm to you, another party, or property, for example forgetting to reinstall a security package after asking me to remove the default one.
Because of Windows 10/11 data collection practices, when I install, reinstall, or tune up Windows on a device in my office, I remove or disable the following unless you ask me not to. You can reinstall or re-enable any of these yourself through the Microsoft Store (I do not guarantee this will change performance):
- Disable all telemetry and data collection services.
- Uninstall Windows apps not needed for core operation, keeping basics like Mail, Store, Calculator, Sticky Notes, Photos, Sound Recorder, Paint, Screen Sketch, and Cortana.
- Install default replacement apps: FastStone Image Viewer for photos, Firefox or Chrome for browsing, Thunderbird for email, VLC for video, and BurnAware for media creation.
- If you do not use one-drive I will uninstall and disable it by default, to prevent data being sent to Microsoft’s cloud without your knowledge and to avoid confusion about where your files live.
- Leave the Windows account unlinked from a Microsoft account unless you request otherwise, to avoid confusion about how online services interact with your device.
- I may install a privacy-conscious browser like Firefox with the uBlock Origin ad blocker as the default browser, to protect against data collection practices from Google and Microsoft.
Microsoft’s own updates may revert some of these changes over time, so I cannot guarantee a configuration will persist after the device leaves my office. These adjustments are meant to declutter Windows and protect your privacy, with the potential to improve performance and experience.
Liability and Guarantees
Service Limitations
Providing service can introduce bugs, errors, or hardware failures as a byproduct of updating software or changing how it interacts with your operating system. Possible causes include, but are not limited to:
| Issue Type | Description | Possible Example Causes (not limited to) |
|---|---|---|
| Mishandling | Acting without the necessary care or skill to correctly operate or configure the equipment under your care. | Overclocking or changing hardware settings beyond manufacturer tolerances, regardless of recommended limits. Improper maintenance, such as changing or removing settings or components. |
| Wear and Tear | Damage that naturally and inevitably occurs during the normal life cycle of a device, even when it is used competently and maintained properly. | Laptop plastic casing becoming brittle with age and handling. Electronic components failing due to solder oxidation or circuit board aging. |
| Design Flaw | A flaw inherent to the hardware itself, in how it was designed or manufactured, that causes it to underperform or fail sooner than its normal life expectancy. | Laptop components with connecting cables folded in a way that eventually causes wear in the wiring. |
| Bug | A flaw in a computer program that prevents a device from functioning properly or opens it to unauthorized manipulation. | A printer stops communicating with a computer because a bug was introduced in a recently installed driver. |
| Glitch | A temporary malfunction or irregularity in a system or device that occurs unexpectedly and may resolve on its own or require intervention. | A computer screen flickers and returns to normal, indicating a failing component. |
| Incompatibility | Software incompatibility occurs when components or systems intended to work together, or independently, cannot operate satisfactorily together. The same components may be compatible in one environment and incompatible in another. | A program built for Windows XP no longer works on a current version of Windows. An application like QuickBooks stops communicating with a PDF plug in after a vendor drops support. |
| Shipment Loss | If a device I ship for service is lost in transit, I am not liable or responsible for the loss of the device or any resulting data loss. If you want the shipment insured, it is your responsibility to ask me to arrange that. |
If any of these situations arise, additional costs outside the original quote or estimate might be required. My liability and responsibility stop at my Service Guarantee below. If I fail to complete a piece of work, or I misconfigure or mishandle your device, I will take responsibility.
Due to a small percentage of bad experiences with certain hardware, I reserve the right to recommend a replacement part instead of a repair, or a full product replacement if no part exists, most often with hardware that has reached end of life. If this applies to you, be prepared to cover the cost of a replacement device and my time migrating your data, typically around $1,000 or more depending on your requirements.
Preexisting and Ongoing Issues
As a professional technician, I am responsible for addressing operational issues with your technology at the time of service. Unrelated preexisting problems can surface during servicing and are sometimes missed the first time.
If I spot an issue during servicing, I will let you know, and any diagnostic time needed to resolve it is billed under my diagnostic fees. If an issue is missed and surfaces later, I can address it at my regular rates. A recurring issue tied to the same original cause may be billed at a reduced rate at my discretion, typically half price for a second visit and 75% of the original rate for a third or fourth. If I anticipate an issue is systemic, I may offer a recommendation rather than a full resolution.
Manufacturer Warranty Voiding
Some manufacturers void their warranty if repairs are performed by a third party. Confirm whether having me work on your device would void your warranty. I am not liable or responsible for any out of warranty fees or results stemming from this.
Service Guarantee
All of my services are guaranteed free from errors in execution, and I will resolve any issue caused by my error at no charge. Devices purchased from me with a manufacturer replacement guarantee also carry my 1 year service replacement warranty from the date of service.
Unless I am unable to deliver the service or item, all fees are final and non refundable. Shipment delays or dissatisfaction with a product or service do not exempt you from payment. I do not guarantee actual hardware or software performance, or the behavior of third party services interacting with a solution I provide, though I make every effort to give accurate projections.
Software support is usually outside the scope of my Service Guarantee
If you need support for software or a service I set up, maintained, or repaired, I may need to interact with that provider to resolve the issue, or undo changes made after service that caused the problem. Either case may incur additional charges.
Orders and Shipping
I typically order hardware from online suppliers rather than local vendors, for the reasons explained in my Laptop Buyers Guide, and to prioritize quality parts. Shipping times can vary; any estimate I give is subject to change based on courier conditions or the information available to me at the time.
Items lost in shipping are handled through the courier’s claim process, and compensation depends on that process completing. Late, wrong, or missing shipments require resolution with the vendor, which can take weeks or, in rare cases, months.
Under normal circumstances, shipping takes 3 to 7 business days, and up to a month for items from outside the country. If you cannot wait that long, contact me to discuss alternatives. I am not liable for shipping delays, and service fees related to a delayed or lost shipment are not refundable if you choose to cancel.
When ordering parts, I may mark up the price by 10% to cover market volatility and the work of sourcing a replacement. I may credit or refund part of that markup if it is not needed.
Lawful Conduct
Responsible Communication
It’s important to me to return your device in a timely manner after servicing, so I rely on you to respond promptly to my requests, especially if you need a quick turnaround.
Slow responses on your end can increase the estimated turnaround time (see Turn-Around Time), and if a delay significantly affects my workflow, I reserve the right to charge additional fees to compensate for the extra bench time.
Unless my day is ending, I respond to communications within three hours or less. Exceptions are an emergency appointment I cannot leave, vacation, illness, or off hours, in which case I respond by the next business day. Check my home page for a status update if something affects my normal availability.
Self-Regulation
I reserve the right not to subject myself to background checks, audits, licenses to provide services, be employed by another, be classified into a status or standing that interferes with my rights, or any process that subjects me to any authority other than my own.
Please note that this right is not a claim of lawlessness. I am responsible for my conduct in my personal and professional life. If there is a claim of wrong doing by an individual, I will answer that claim and take responsibility for any action I take that harms another living being.
I reserve the right to: refuse to accept you as a new customer, halt work in progress, if there is a breach in my terms of service by you, your employees, or any other person that operates on your behalf. Such possibilities for me to refuse or halt work are: using abusive or dismissive language, in writing, or in person. Making a habit of being late, or not showing up for appointments. Making a habit of failing to communicate when I require a response to continue to provide you service. Making a habit of not paying me on time.
All my rights as a service providing individual are reserved.