Macinhome Terms of Service
Last Modified: August 16, 2011
Thank you for choosing Macinhome! We want you to be happy with our work and we want to earn your business and that of your friends. This agreement protects us and ensures you know how we work, so there are no nasty surprises for either of us.
These terms of service (the “Terms”) govern your access to and use of Macinhome Consulting Inc. (“Macinhome,” “we,” “us,” or “our”) websites and services (the “Services”), so please carefully read them before using the Services.
By using the Services you agree to be bound by these Terms now and every time you use the Services in the future.
If you are using the Services on behalf of an organization, you are agreeing to these Terms for that organization and confirming that you have the authority to bind that organization to these terms. In that case, “you” and “your” will refer to that organization.
You may use the Services only in compliance with these Terms. You may use the Services only if you have the power to form a contract with Macinhome and are not barred under any applicable laws from doing so.
When using our Services and agreeing to our Terms, your contract is with Macinhome, not the Macinhome consultant(s) doing the work for you.
The Services may continue to change over time as we refine systems and add more features. We may evolve or modify the Services at any time without prior notice to you.
If these Terms are updated, you will be asked to accept them again prior to using our Services. You agree that these Terms prevail over any other communication from Macinhome, and you agree to be bound by the intent of these Terms, not by their specific wording.
If you want to be released from the Terms, you can request that in writing to termination@macinhome.com.
We want you to get the most possible value for your investment in our Services, so please be open and direct with us about how best we can serve you. We love feedback, even as we work.
You agree that additional charges may apply in the scenarios outlined below or in scenarios where you ask for additional work outside these Terms.
How billing and payment work:
It’s your responsibility to clarify fees and charges prior to work beginning. If you don’t ask, you’re agreeing to all our standard rates, fees, and charges.
You agree to pay for our work and all applicable taxes by cheque or credit card. Alternate arrangements can be negotiated with our management.
Hourly billing has a minimum 1-hour charge (or 1 billable package), then is billed in 15-minute increments thereafter. Remote support has a minimum 30-minute charge.
In hourly billing, all time for all consultants involved (onsite, remote, phone, research) is billed per hour per consultant at our usual rates.
In package-based billing, you’re paying for guaranteed results instead of for consultant time. We will use any technical or human resources required to give you those results, included as part of your flat rate package payment.
Any work outside of package scope is billed hourly, in 15-minute increments. In the event of a promotional free or discounted package offer, any work outside that package scope will be subject to a 1-hour minimum charge.
Package price quotes may vary between our consultants and our clients depending on issue scope, your needs, current status, perceived risk, or other factors. Prices are set at the discretion of the consultant doing the work.
A half hour charge applies for cancellations under 8 business hours. Business hours are from 9am to 6pm daily.
Invoices are due for payment once we email the PDF to the email address we have on our file, sent from accounting@macinhome.com.
You authorize us to take payment from your stored credit card 24hrs after the invoice is emailed to the address on our file. We will always ask your permission before storing your credit card info in our secure web system.
If invoice payment is 30 days past due, interest is applied at 18% per annum and credit card processing attempts will be made weekly.
Macinhome Refund Policy
Discounts, time credits, full refunds or partial refunds are at our discretion only. Macinhome does not offer refunds on service rendered, once paid.
Full “money-back guarantee” as advertised on our web menu applies only to residential packages when the advertised result is not achieved or you aren’t happy with the result, and when requested the same day as payment and install. The installed services may be disabled or uninstalled in the event of a refund.
If you purchased business support or a packaged solution for business, full or partial refunds are authorized only on a case by case basis, by our management. We always prefer to just do whatever work is required to ensure you’re satisfied with the results, so refunds aren’t necessary.
Warranty
What we cover and what we don’t cover under warranty:
When purchasing residential packages from our web menu, you’re paying for a guaranteed result. Included is a 30-day unlimited remote support warranty to make sure the specific package deliverable is working as advertised.
When purchasing business support or a packaged solution for business, the warranty time and duration is customized depending on the package, and is outlined in the quote or proposal. The followup warranty time applies only to ensuring the specific deliverables purchased are fully functional after the substantial completion milestone.
If you have questions or technical issues that are out of scope of the package warranty, that time is billed in 15 minute increments with a half hour minimum. We will always endeavor to warn you if the request is out of package scope.
In hourly billing, you’re paying for our time spent troubleshooting and making informed guesses based on our experience, not for packaged results. We offer no warranty if you’re paying hourly for our time.
In hourly billing, if onsite followup work is required for issues we’ve already worked on, it is billable with a half hour minimum charge instead of the 1-hour minimum. This applies to requests less than 7 days after the initial visit. That additional time is viewed as a continuation of the initial visit.
What you’re responsible for and what we’re not liable for:
You’re hiring us to work for you as an extension of you, on your equipment, at your own risk.
If you want progress updates or a change in direction, it’s your responsibility to request that of us. We are happy to update you or change course anytime, at your request.
If you ask us to set up third party memberships and web-based accounts on your behalf (including but not limited to Google Apps, Dropbox, or off-site backup) you agree that the account is fully owned by you and you’re responsible for staying on top of disk usage, fees, or overages. You’re also responsible for ensuring you get administrator login access from us so you can manage those systems.
We are not responsible for preserving your data, and we are not liable for lost or damaged data. It’s your responsibility to back up, request that we back up your data for you (at your own risk), or ask us to teach you how to back up.
All schedule, scope, and time quotes communicated to you are estimates only and can vary as we work.
Some technical work or system changes may result in you not being able to work. We always aim to get you up and running as quickly as possible. We’re not liable for damages as a result of downtime.
If you provide ANY person or company with your password, it can always be intercepted by a third party. Please change your password whenever you deem it necessary or ask us to show you how. We’re not liable for damages caused by lost or leaked passwords.
We are not liable for any damages or interruption in business as a result of the work we do for you, at your request.
Our customer service practices:
You may be helped by a different consultant than usual, depending on our availability, and some additional interruption to your work may result. Time credits may be offered, at our discretion.
Response times for support requests, including requests within the 30-day package warranty, are under 24hrs for work starting. If the issue is urgent, you can request urgent support. Additional charges may apply.
We may make brief calls on our iPhones while we work, in order to offer you and other clients the best possible service. Remember: you may be calling your consultant with a crisis while they’re helping someone else on-site. Time credits may be offered, at our discretion.
Our goal is for you to be so pleased with our work that you would recommend us to your friends without hesitation. Please let us know as soon as possible (even in the moment it’s happening) if we are not meeting your expectations.
We love feedback, even while we work. Please feel free to give feedback, to ask us to work in a different way that better suits you so you get your full money’s worth. We’re happy to teach you what we’re doing, or to let you do the work yourself with our patient guidance.
