Terms & Conditions
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Terms & Conditions
The plans we offer are for a particular period only. The company doesn't warrant REFUND of fees, if at all You fail to use the Services on offer during the subscription period. For further details please read our Refund Policy here:
Here we define certain "terms"we use, to facilitate clear understanding about our Services:
Software, materials, Services, and other related information.
"You" or "you"
You simply mean you, our customer. It encompasses any individual or a company You are acting on behalf of.
All references to HelloTech refer to HelloTech Technical Services, an American company located at Las Colinas Business Park, 0000 N Beltine RD, Suite 0000, Irving, Texas, 00000. USA.
"HelloTech Certified Technicians"
All technicians and specialists HelloTech employs and certifies to perform the Services for You under this agreement.
"Subscription Based Plans"and "Plans"
Refer to the plans on offer from HelloTech including incident-based and quarterly plans.
i. All phone and web-based computer maintenance Services that HelloTech offers through the medium of the HelloTech web site and delivers via its technicians, including computer optimization and cleanup are hereby referred to as Services.
ii. The scope of Services can change without notice. HelloTech also reserves the right to discontinue the Services without notice.
iii. The Services include both subscription-based as well as incidence-based Services.
All tenure-based Services HelloTech offers three-months service. They are also referred to as Subscription Services.
Non-tenured "single incident Services"HelloTech offers. The sole objective of such Services is to fix a specific technical problem You face.
Online content of any type made available to download from the HelloTech website. Such content includes web casts, white papers, press releases, datasheets, FAQs, product information, quick reference guides, or other works of any kinds. However, a material doesn't include the design or layout of the HelloTech site.
The materials available for download from the HelloTech web site as well as the site are proprietary and copyrighted works of HelloTech Technical Services Pvt. Ltd.
Software is a computer program of any kind delivered via download, CD/DVD or other media, or through other delivery method, such as client and/or network security software. The software include the ones developed, marketed, and distributed by HelloTech or any third-party software. They are protected under copyright, trade secret, unfair competition, and other laws. Their usage is governed by respective agreements such as a license agreement or user agreement that accompanies or is included in the software, ordering documents, exhibits and other applicable License terms.
A software is also referred to as the "support software tool"in the terms and conditions laid here
The Services HelloTech provides are as per the prescribed terms and conditions. HelloTech provides technical support Services over phone, through a live chat session on Your computer, or by gaining remote access to Your PC.
To avail our Services, You need to call us on our toll-free number and explain the problem(s) You are facing with Your PC, to any of the HelloTech Certified Technicians on-board. Our technician will then, upon Your permission, take remote access of Your PC, diagnose it, and explain the exact cause of the problem to You. He may also suggest plans on offer by HelloTech that You can opt for. However You need to make requisite payment beforehand to get Your PC fixed. In case You don't opt for any of the plans on offer, the technician will not be able to rectify the problem(s).
In an effort to continually enhance the usability and performance of its products and Services, HelloTech reserves the right to modify the Services on offer.
2.2 Remote Access
To deliver the Services, a HelloTech Certified Technician must access Your computer remotely. A high-speed Internet connection is recommended to ensure smooth and hassle-free delivery of Services and it's Your responsibility to make it available to our technician. You also need to assist the technician in whichever means possible while he diagnoses and repairs Your computer. And if You fail to cooperate with our technician, it can consider be considered as breach of agreement. You are also required to let our technician decide on the procedures to follow while he accesses Your computer remotely.
2.3 Support Software Tool
During a remote session, a technician may:
Ask and assist You to download and install the support software.
Assist You to use the remote assist tool and facilitate remote access.
Utilize certain third-party software, which will be removed upon completion of our Services.
The support software or any other third-party software under discussion (also referred to as remote assist tool or support software tool) is the property of HelloTech or the respective third-party software provider.
By agreeing to these terms and conditions, You allow our technician to install and utilize whatever support software tool deemed necessary to diagnose and repair Your PC.
2.4 Our Services include
The Services HelloTech provides through its technicians include(i) PC optimization; (ii) Diagnosis and removal of online threats; (iii) installation and updates of operating system, antivirus and other software applications and utilities; (iv) resolution of software, network, and connected peripheral or device-related issues.
In addition to the above mentioned Services, our technicians may also recommend certain software and Services for general upkeep of Your PC.
In spite of what initial diagnosis may convey, certain personal computers may not be able to receive the Services.
2.5 Commercially reasonable effort
HelloTech trains and certifies its technicians to put in commercially reasonable effort while they diagnose and fix the problems with Your PC. If, due to any reason whatsoever, a technician is unable to resolve the issue, You will NOT be liable for charges of any kind to HelloTech.
If while diagnosis, our technicians determine that the issue is beyond our support boundaries (out-of-scope issues), they may use commercially reasonable efforts to refer to the appropriate alternate destination, yet they will not facilitate access for You.
2.6 Availability of Services
Sometimes, due to system maintenance or upgrade, the Services HelloTech has on offer may not be available in Your time zone or geographical location.
2.7 Termination of Services
HelloTech reserves the right to terminate the Services with proper intimation to You if the company determines that the subscription service You've availed is being used by any other person other than You, or on any other system other than the one registered with us. In such a scenario we will refund a portion of fees You prepaid while You first availed our Services for the days left until its renewal, on pro-rata basis. However the refund is further subject to additional requirements, restrictions, and limitations of the subscription plan You've availed. For more information please refer to our Refund Policy.
As speaking about subscription-related plans, HelloTech is committed to repay Your amount in case our technicians are unable to troubleshoot even a single issue within 30 days of the subscription. If we have fixed one or more problems, the amount charged for subscription service will not be refunded. However, HelloTech has the sole discretion to decide on the refund of the subscription fees for Services provided. For incident plans, You are entitled to a refund if the subscription meets the following conditions:
1. Though You had all pre-requisites required to troubleshoot an issue, still the problem was not addressed till the time account was active.
2. If we find Your problem to be out of scope for a particular plan, yet by mistake You were charged for the service.
3. 30 days (7 days for per-incident plans) have not passed after the issue was last worked upon by our technician.
HelloTech makes it clear that we do not hold any information about the credit card of a customer. We will not make any charges without Your permission. You are entitled to shift from a three monthly plan to an incident plan and in that case HelloTech will accommodate Your payment as per the terms and conditions stated by the accounts manager at that time.
3. Responsibilities for You
3.1 Essential Responsibilities
By availing our Services You agree that: You are the owner of the computer You intend to register with HelloTech and the license holder of the software You've installed in it. Your use of our Services is Your sole discretion. You have complete access to all hardware and software installed in Your PC. All details You've provided to HelloTech (name, address, credit card information, etc.) is correct to the best of Your knowledge. You permit HelloTech to bill the payment via the credit card details You've provided for any subscription plan You've opted with us 3.2 We are not liable for To the extent permitted by the applicable law, HelloTech will not be liable any loss of, or will not be held accountable to recover data, programs, or loss of use of systems or networks arising out of our Services. If our technician helps You with passwords and other access control related problems, we recommend You to reset the same as and when our Service session terminates. 3.3 Transfer We transfer subscriptions from one computer to another only during the Subscription Period and if You own both the computers. You may not use the Services in connection with a service bureau or any other distributing or sharing arrangement, on behalf of any third parties or with respect to any hardware or software that You do not own personally.
4. Service Plans
4.1 Per-incident plans
Per-incident plans address one incidence and fees will be charged accordingly for these plans. They cater to a specific issue or problem in Your computer, with a follow-up upon request within seven working days on the same issue.
For Per-incident plans, following warranty applies:
a) If we are unable to rectify the problem with Your computer, and You've complied to all terms and conditions laid herein, then we won't charge You anything for this per-incident service.
b) You can call us within seven days from the day You first received our per-incident service, in case the problem recurs. We will use commercially reasonable efforts to rectify the problem without any additional charge.
c) If we are unable to rectify the problem, we will refund the fee You paid for the per-incident service.
4.2 Subscription plans
Fees for subscription plans will depend on their type and duration. HelloTech offers daily and quarterly subscriptions.
4.3 Exclusion form Services (tabular form)
The following are exempted from the Services:
1. All items and activities that are not covered by the terms of a Plan Order
2. All Services that fall beyond duration limitations of the Plan Order
3. Diagnosis of a problem and subsequent support that got interrupted due to a hardware issue with Your PC or equipment, of if we find its configuration beyond our control
4. If we find the software including the operating system and the software added to the registered hardware are out of the scope for the service plan
5. Problems that may and do result from:
a) External hazards that include accident, abuse, misuse or problems with electrical power
b) Problems caused as the product was not used as per the instructions from the manufacture
c) Issues caused due to the usage of accessories, parts, and components that are not compatible with the product
d) Refusal to follow instructions from HelloTech technicians to resolve a problem e) Issues caused due to hardware-related glitches
4.4 Payment for the Services
The charges for the HelloTech Services that You opt for will be quoted through the telephone or may be mentioned on the website. We will charge for the Services through Your Credit Card and the amount includes the charges for Your selected Service along with applicable taxes, if any.
For Services that You avail through our site: (1) HelloTech is given the right to charge Your Credit Card or any other valid payment mode chosen by You and recognized by HelloTech (2) All payments for Services is required to be done at the time of the purchase or prior to accepting any HelloTech service, unless HelloTech agrees so in writing. (3) HelloTech is entitled to collect an interest at lesser of 1.5 % per month or the highest amount permitted by law on any amounts unpaid when due (4) You agree that HelloTech is not obligated to provide Services if the payment are not done as required.
4.5 Credit card billing
HelloTech may ask You to provide a credit card number from a card issuer so that we can activate Your service. By providing us the credit card number, You are authorizing us to charge and/or place a hold on Your credit card with respect to any unpaid charges for Services or any related equipment. Hereby the issuer of the credit card is authorized to make payments mentioned herein without demanding a signed receipt. This also means that You agree that these charges are to be accepted as authorization to the issuer of the credit card to pay any amounts described herein without requiring a signed receipt, and You agree that these charges are to be accepted as authorization to the issuer of the credit card to pay all such amounts.
You also authorize HelloTech and/or any other company who is involved in billing products or Services, or acting as billing agent for HelloTech to continue to attempt to charge and/or place holds with respect to all amounts mentioned herein, or any portion thereof, until payment of such sums are met in full.
You are entitled to update HelloTech about the credit card details at any time asked for, and at any time You feel the previously informed details have become invalid. We also inform that neither HelloTech nor any HelloTech affiliated company can be held responsible for any non-sufficient funds or other charges incurred by You as a result of attempts to charge, and /or place holds on, Your credit card.
In case an error happens, based on which You provide a debit card number instead of a credit card number, You will be liable for all charges mentioned herein to be applied to such debit card unless and until the credit card number is given. Hereby You agree that in case You are enrolled or later opt to enroll in an automatic payment or electronic funds transfer plan, all payments mentioned here will be charged and transferred to the account number given for such automatic payment or electronic funds transfer plan, as per the preference of HelloTech A payment done through credit card is also subjected to the terms and conditions established by the credit or debit card.
4.6 Renewal policy
By providing HelloTech the credit card details and the permission to charge Your credit card, You are agreeing that the Subscription under the Recurring Payment Plan will automatically get renewed for a month unless You inform HelloTech otherwise. However, this is not applicable to the Subscription plan under the Annual Payment Plan, which will get automatically expired at the end of the applicable Term Plan.
We will charge the prevailing subscription rates as per the payment option that You chose at the registration time.
In case You decide to quit the Auto Renewal due to any reason, please dial 1-800-821-341 to talk with our customer care representative at least 30 days prior to Your subscription end date so as to continue HelloTech Services.
4.7 Terms for Termination
The agreement for Services shall be effective for 3-months, or one day, from the date that the Subscriber registers for the Services. Single-use Services will expire once the session with the HelloTech representative terminates. HelloTech also holds the power to cancel the Services at any time if it feels that subscriber's use of the Services is misused, abused, or is inappropriate.
In case of natural expiration of this agreement, no notice will be provided, and HelloTech cannot be held responsible for any damage that may happen due to the expiry of the agreement. The user can buy additional subscriptions to the Services via the HelloTech website. Any breach of this agreement will result in immediate termination of subscriber's subscription to the Services and/or can restrict subscriber's access to the Services. HelloTech will not entertain any refund pleas in case of termination of the agreement.
5. Data Protection
You are in agreement with us that any data You send or disclose to us over the phone, electronically, or otherwise, is not confidential or proprietary to You. Once You opt for our Services, You need to share the following information with us: The information You share with our technician or enter in our online interface.
The operating system and browser type and version
If, during the Services session, our technicians install an additional support software tool then the following information will be sent to the HelloTech server via a secured connection:
Files scanned, threats found, and threats fixed by the software support tool (in exact numbers) and their types
The number and types of threats remaining to be fixed
Current status of firewall. Is it installed? If yes, is it active?
Is the antivirus software installed, and running, and is up-to-date?
Current browser settings including security and temporary file settings
Complete system information including that of the running operating system, memory and disk space, proxy configuration, and directory listings
The overall security status of the computer as the support software tool determines
Install and active programs
Application log file and registry data
Any additional information depending on the technical issue You face in Your computer
You also hereby agree that:
The information may be sent to other countries that may have less protective data protection laws than Yours. However, while doing so, its HelloTech's responsibility to ensure that the data receives adequate levels of protection.
The information may be disclosed to any law information agency upon demand as required or permitted by the law of the land or in response to a subpoena or other legal process.
The information may be shared to research organizations and security software developers if it is meant to promote awareness, detection, and prevention of Internet security risks. HelloTech may use the information gathered from such statistics to publish reports or changing trends in security risks.
7. Unlawful and Non-Commercial Use Limitation
7.1 Personal and Non-Commercial Use Limitation
Hereby You agree that the Services, materials and software are solely for Your personal and non-commercial use, unless specified otherwise. You are not entitled to modify, copy, distribute, transmit, display, perform, reproduce, publish, license, modify, transfer, or sell any information, software products, or Services provided by HelloTech.
Use You are not allowed to use any software, materials, or Services for any unlawful or prohibited activities. These include use of Services, materials, or software to damage, disable, overburden, or impair any HelloTech server, or any connected network or networks; or interfere with the use and enjoyment of materials, software, or Services by other HelloTech customers.
Your attempt to gain unauthorized access to any of the HelloTech websites, materials, software, or Services is also illegal. In addition, access to other accounts, computer systems or networks connected to any HelloTech server or to any of the HelloTech websites through hacking or password mining is also prohibited is strictly illegal.
Any other use of HelloTech's software, materials, or Services unless clearly stated in the plan order is prohibited. HelloTech reserves the right to execute, copy, modify, display, transmit, distribute, manufacture, use, and sale any of its software, materials, or Services. Acts of reverse engineering or recompilation are also strictly prohibited.
8. Other Vital Information
8.1 Disclaimer of warranty
A subscriber opting for a software provided by TechsSupportHelp does it at his own risk. The product may have bugs, errors or other problems that can end up system malfunction, or other problems including data loss. But TechsSupportHelp does not guarantee the performance of any product nor does it promise that the product will function completely error-free.
TechsSupportHelp, to the maximum extent permitted by law, disclaims warranties of all kinds, whether expressed or implied, in equity or at law, including implied warranties of merchantability, fitness for a particular purpose, quality and non-infringement. We also do not assure that our Services will meet all requirements of the user nor do that the Services will be provided in an uninterrupted manner. TechsSupportHelp also do not guarantee that our Services will be completely reliable to meet up Your expectations. We also do not warranty for any third party product.
If the product is under warrenty we recommend you to contact your OEM for support, although you always have an option to avail our services at your cost.
8.2 Limitation of Liability
Unless mentioned otherwise, HelloTech, its affiliates, employees, agents, licencors, and suppliers cannot be held responsible for any direct, indirect, special, exemplary, incidental, punitive or consequential damages caused from (a) the use of Services, (b) any delay or inability to enjoy the Services, (c) any issue related to the warranty of a third party product or Service (d) issues caused to the computer as a result of unauthorized third party access.
HelloTech is not responsible for any costs of procurement of substitute goods or Services.
All actions after three months of damage, be it due to any reason, will stand null. Our Services do not cover restoration Services, repair Services, lost or expected profits, lost or corrupted data, lost or deleted work, or lost or damaged personal files. HelloTech has the authority to change the Services without any prior notice.
8.3 Force Majeure
HelloTech cannot be held liable for any delay or interruption of Services due to any natural disaster including flood, earth quake, storm, or any sudden strike by fire, or war, armed conflict, terror act, boycott, riot, release of toxic substance or explosion, which is not under the control of us. We cannot be held responsible for delays caused due to issues with the Internet connection.
Hereby You agree to indemnify, defend, and hold HelloTech along with its subsidiaries, affiliates, officers, directors, employees, agents, licencors, consultants, suppliers and any third-party Web site providers harmless from and against all claims made against demands, actions, liabilities, losses, expenses, damages, and costs. This include actual attorney charges caused as a result of You violating the conditions of the Terms of U.S., or any misuse or abuse of a Service that can lead to infringement or infringement caused by any other user of Your account of any intellectual property or other right of HelloTech.
This also means that You have agreed to cooperate with us as required to defend any claim by HelloTech. We hold full right to assume the exclusive defense and control of any matter otherwise subject to indemnification by You and agree that You will not indulge in any act to settle a matter without the permission of HelloTech, unless permitted by us in written form. Hereby You are also liable to inform HelloTech about any unauthorized use of Your account any other breach of security as soon as it comes to Your notice.
8.5 Proprietary Rights
The ownership of all proprietary rights in the Services, the HelloTech Websites, the Support Software Tool, and in all trade names, trademarks and service marks associated or displayed with the Services are retained by HelloTech or its licencors or suppliers. This prevents You from removing or defacing any copyright or trademark notices or other proprietary rights of HelloTech.
8.6 Export Regulation
All HelloTech Services, Support Software Tool and related technical data and Services (collectively "Controlled Technology") are subject to import and export laws of the United States, specifically the U.S. Export Administration Regulations (EAR), and the laws of any country where Controlled Technology is imported or re-exported. Hereby You accept to meet the terms with all relevant laws and agree that will not indulge in any export of Controlled Technology in contravention to U.S. law nor to any prohibited country, entity, or person for which an export license or other governmental approval is required. You also accept that no Controlled Technology for use in connection with chemical, biological, or nuclear weapons, or missiles, drones or space launch vehicles capable of delivering such arms will be sold or exported at any cost.
In case we find any provision of the Terms of Service invalid or unenforceable, that portion shall be enforced to the maximum possible extent and all other provisions contained in the Terms of Service will remain in full force and effect. The failure from the part of HelloTech to enforce any provision of the Terms of Service shall not be deemed a waiver of such provision nor of the right to enforce such provision.
Third Party Products
HelloTech may suggest You to opt for, buy or install and use certain third party software or Services ("Third Party Software"). As the Third Party Software is licensed by the respective owners or licensees of the Third Party Software, You are required to comply with the terms and conditions set forth by those particular owners or licensees before installing Third Party Software in Your computer, even though assisted by HelloTech technician in the acquisition, installation, and/or use of the same. We cannot be held liable for the guarantees made that third party at any cost.
If you opt for our technical assistance, it's your responsibility to adhere to the terms and conditions under which you licensed the third party software or equipment. We are not an authorized service provider for any Third Party Software or equipment nor do we make any representation in this regard. It's your responsibility and is in your best interest to acquire any additional rights mandatory for us to impart support for your Third Party Software or equipment. You also accept that unauthorized access to any Third Party Software or equipment may void the warranty you have against that product or equipment. We also recommend that, in case your product is under warranty, you contact your respective Third Party Software or equipment provider, however you can always avail our services at your cost.
Third Party Services
When it comes to the matter of Services by the Third Party, HelloTech may suggest opting for one, but does not hold any responsibility for the same. The decision to go for a Third party Service is completely made by You and thereby You cannot hold HelloTech responsible for any error happening later. By choosing a Third Party Service, You agree to follow the terms and conditions set by the Third Party and any violation of such third party provider's terms of service may end up the termination of Your customer account and use of service.
Governing Law; Venue
HelloTech, along with the user of its service agree not to violate any law of the land and to settle all disputes as per the laws of the United States of America.