top of page

Terms & Conditions

These Terms & Conditions (“Terms”) govern use of our website relument.com, customer portal/ticketing system, and any services we provide remotely or on-site (collectively, the “Services”). By accessing or using the Services, you agree to these Terms.

​

If you do not agree, do not use the Services.

1. Who We Serve & Where

  • Service Area: We currently operate in Roseville, California (95661/95678/95747). Any service outside Roseville is by prior written approval and separate quotation.

  • Eligibility: You must be at least 18 years old and able to enter a binding contract.

2. Plans, Included Services & Fair Use

We offer Monthly and Yearly membership plans plus Single-Service visits.

2.1 Unlimited Remote Requests (All Plans)

  • “Unlimited” means you may submit support requests without a monthly cap.

  • Each remote session is up to 60 minutes. If an issue requires more time, we may schedule additional sessions or convert to a project/paid upgrade.

  • Fair Use applies (Section 9).

2.2 On-Site Visits (Home/Office Plans)

  • Home Protection (Monthly): 1 on-site visit per quarter (4/yr) included.

  • Small Office (Monthly): 1 on-site visit every 2 months (6/yr) included.

  • Yearly Plans: same inclusions plus 1 bonus on-site visit per year for Home and Small Office.

  • Each included on-site visit is up to 90 minutes. Overtime may be billed (Section 5).

  • Rollover: Unused included on-site visits roll over up to a bank of 2. Banked visits expire if membership lapses.

2.2 On-Site Visits (Home/Office Plans)

  • Home Protection (Monthly): 1 on-site visit per quarter (4/yr) included.

  • Small Office (Monthly): 1 on-site visit every 2 months (6/yr) included.

  • Yearly Plans: same inclusions plus 1 bonus on-site visit per year for Home and Small Office.

  • Each included on-site visit is up to 90 minutes. Overtime may be billed (Section 5).

  • Rollover: Unused included on-site visits roll over up to a bank of 2. Banked visits expire if membership lapses.

2.3 Antivirus & Monitoring

  • Antivirus (AV) is included only with Yearly plans for covered devices. AV is currently Microsoft Defender for Business (or successor).

  • Basic monitoring/RMM features may be included for Home/Office plans to enable proactive care; installation requires your consent (Section 8).

2.4 Device Limits & Add-Ons

  • Each plan lists a maximum number of covered devices (e.g., 2, 3, or 5).

  • “Device” means one (1) physical endpoint (desktop, laptop, or tablet). Printers/IoT are supported during a visit but do not count as covered devices unless purchased as add-ons.

  • Additional devices: Monthly +$15/device, Yearly +$150/device (includes AV/monitoring where applicable).

3. Single-Service (One-Time) Visits

  • Remote: $99 for up to 60 minutes.

  • In-Home: $189 for up to 90 minutes within Roseville.

  • Overtime, travel exceptions, and conversion credits are in Section 5.

4. Scheduling, Access & No-Shows

  • Standard Support Hours: [Days/Hours PT] (posted on our website and subject to change).

  • SLA Targets:

    • Remote: within 1 business day (Home/Office same-day).

    • On-site: next business day (subject to technician availability and customer schedule).
      These are targets, not guarantees; emergencies are handled case-by-case.

  • Remote Access: You control when a session begins/ends. You may terminate a session at any time.

  • On-Site Windows: We provide an arrival window; ensure an adult is present with device access.

  • Rescheduling/Cancellation: Please give 24 hours’ notice. Missed appointments/no-access on arrival may incur a $45 no-show fee or count as an included visit.

5. Fees, Overtime, Travel & Member Rates

  • Overtime:

    • Remote overtime: +$35 per 30 minutes beyond the included time block.

    • On-site overtime: +$45 per 30 minutes beyond the included time block.

  • Member Extra On-Site: $149/visit (non-member/public rate $189).

  • Outside Roseville (if approved): additional trip fee quoted in advance.

  • Prices may change with 30 days’ notice (subscriptions) or immediately for one-time services not yet booked.

6. Subscriptions, Billing & Renewal

  • Auto-Renewal: Monthly and Yearly plans auto-renew until canceled.

  • Billing Date: Charged on signup and then each renewal date.

  • Cancellation:

    • Monthly: effective end of current billing period; no refunds for partial periods.

    • Yearly: refundable within 14 days of purchase/renewal, less (i) services already rendered at prevailing monthly rates, (ii) non-recoverable AV/license costs, and (iii) discounts/credits applied. After 14 days, non-refundable.

  • Payment Methods: We use third-party processors and do not store full card numbers. You authorize recurring charges until you cancel.

  • Failed Payments: We may suspend Services after reasonable attempts to collect; banked on-sites pause during suspension.

7. Scope of Work & Exclusions

Our Services include consumer/small-office tech support, tune-ups, malware removal, OS configuration, network/printer setup, data transfer, and general troubleshooting. Exclusions (unless separately quoted):

  • Enterprise systems, servers, domain controllers, custom code, bespoke line-of-business apps, cabling beyond simple runs, construction/permit work, electrical, and any work requiring licensed contractors.

  • Forensic data recovery, litigation support, or compliance certifications.

  • Projects exceeding normal support scope (e.g., full office moves, mass deployments, complex migrations) — these are quoted separately at project rates.

  • Issues caused by third-party outages (ISP, cloud provider, power), manufacturer defects, or unsupported/illegal software.

8. Remote Management, Monitoring & Antivirus

  • RMM/Agent: Installed only with your consent and removed on request or after cancellation. The agent enables health checks, alerts, and faster support.

  • Antivirus (Yearly Plans): We provision licenses for covered devices. Security telemetry is processed by the AV vendor under its own terms. We receive administrative alerts/status to service your account.

  • Customer Obligations: Keep devices updated, maintain backups (or purchase our backup add-on), and use the Services responsibly.

9. Fair Use Policy (Unlimited Requests)

To protect service quality for all members, we may manage or reclassify usage that is excessive or outside normal support. Examples:

  • Repetitive training/coaching sessions, standing daily meetings, or tasks that constitute staff augmentation.

  • Multi-hour custom setups, large data migrations, and substantial re-installs not tied to a support incident.
    If we determine usage is outside fair use, we will propose options: reduce frequency, schedule as a project (quoted), or upgrade plan. We may restrict or terminate abusive use (Section 15).

10. Customer Data, Backups & Risk

  • Data Access: We access only what’s reasonably necessary to deliver the Services, and with your permission.

  • Backups: Unless you purchase our backup add-on, you are responsible for backing up your data. We are not liable for data loss where no functional backup existed prior to service.

  • Temporary Files/Logs: We may create temporary working files or collect logs; we delete them when no longer needed.

  • See our Privacy Policy for details on how we handle personal information.

11. Warranties & Disclaimers

  • We’ll use commercially reasonable skill and care.

  • EXCEPT AS EXPRESSLY STATED, THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE,” WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, AND QUIET ENJOYMENT.

  • We do not warrant that every issue can be resolved, that software/hardware will be error-free, or that security incidents can be entirely prevented.

12. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

  • Indirect Damages: WE ARE NOT LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, LOST DATA, OR BUSINESS INTERRUPTION.

  • Cap: OUR TOTAL LIABILITY FOR ANY CLAIMS ARISING OUT OF OR RELATING TO THE SERVICES SHALL NOT EXCEED THE TOTAL FEES YOU PAID TO US IN THE 3 MONTHS PRIOR TO THE EVENT GIVING RISE TO THE CLAIM.

  • These limits apply regardless of theory (contract, tort, negligence, strict liability) and even if we were advised of the possibility of such damages.

​

Some jurisdictions do not allow certain limitations; in such cases, the limitation applies to the maximum extent permitted.

13. Indemnification

You agree to defend, indemnify, and hold harmless Relument and our owners, employees, and contractors from any claims, damages, liabilities, costs, and expenses (including reasonable attorneys’ fees) arising from: (a) your misuse of the Services; (b) your breach of these Terms; or (c) any materials or instructions you provide.

14. Intellectual Property

All trademarks, logos, content, software, and materials on the website/portal are owned by Relument or our licensors and are protected by law. You may not copy, modify, distribute, or create derivative works without our prior written consent.

15. Suspension & Termination

We may suspend or terminate Services (with reasonable notice where feasible) if: (a) you fail to pay; (b) you violate these Terms; (c) your use is fraudulent, abusive, or poses security risk; or (d) we discontinue Services in Roseville or materially change our offerings. Upon termination, your access to the portal ends and any banked on-site visits are forfeited.

16. Changes to Services or Pricing

We may modify Services, features, or pricing. For subscription changes that materially affect you, we will provide 30 days’ notice. Continued use after the effective date constitutes acceptance.

17. Communications & Consent

You consent to receive emails, calls, and SMS messages related to your account, appointments, and support. You can opt out of marketing communications at any time (service/transactional messages will still be sent).

18. Third-Party Links & Vendors

The Services may link to third-party sites or integrate third-party tools (e.g., payment processors, antivirus portals). Their terms and privacy policies govern your use of those services.

19. Disputes, Governing Law & Venue

These Terms are governed by the laws of the State of California without regard to conflict-of-law rules. Exclusive venue for any action shall be the state or federal courts located in Placer County, California. Each party irrevocably submits to such courts and waives objections to venue or forum. Either party may seek relief in small claims court for qualifying disputes.

​

(If you prefer arbitration, we can swap this for a standard JAMS/AAA clause with small-claims carve-out.)

20. Force Majeure

We are not liable for delays or failures caused by events beyond our reasonable control (e.g., natural disasters, acts of government, labor disputes, internet/telecom failures, power outages).

21. Entire Agreement; Severability; Assignment

These Terms (plus any order form/plan details and our Privacy Policy) are the entire agreement between you and Relument regarding the Services. If any provision is found unenforceable, the remainder remains in effect. You may not assign these Terms without our consent; we may assign to an affiliate or in connection with a merger, sale, or reorganization.

22. Contact

Relument Solutions
Email: support@relument.com
Phone: 916-258-5626

bottom of page