Terms & Conditions
General | In-Shop |
OnSite Support | Remote Help
In this document:
- NorthGates means NorthGates Systems of Whitehorse, Yukon Canada
- You, your, customer, user, I and owner means the person making the request
Who Can Request Services
- You must be 18 years or older
- You must be the owner of the computer the service is requested for and the owner
of the credit card used for the service payment
Estimated Completion Time
NorthGates may provide an estimated completion time for your software issue(s),
computer repair/install. Unforeseen circumstances may have an impact on our ability
to complete the repair(s) as provided in the estimate.
Impact of Upgrades
Please be advised that it is your responsibility to understand the impact of upgrades
or repair to the operating system, applications and utility software. Such upgrades
can lead to incompatibilities and the possible loss of data. Computer hardware and
software work together and incompatibility may not become apparent until a later
date. You are responsible for contacting the manufacturer of your software regarding
compatibility issues before you request any upgrades.
Operating System Re-Install
If the Operating System has to be replaced or re-installed NorthGates is
only responsible for the following items:
- Install OS and all applicable updates
- Install Internet Connection and setup e-mail
- Install Printer
You acknowledge that you are required to provide recovery/operating system CDs (including
applicable license key).
Any and all software beyond the Operating System is the responsibility of the user;
this includes, but is not limited to, such software as MS Office, Quicken, QuickBooks
or Tax Cut.
Any old parts/hardware will be returned to you. We may offer the option to recycle
your old equipment for you for a nominal fee to cover disposal costs.
The NorthGates’ liability for damage to your computer is limited only to any damage
which is determined to be caused by the technician’s negligent acts or negligent
omissions. Our liability for repairs is limited to the total price of the repairs.
Be aware that certain repairs, including but not limited to virus and spyware removal,
may damage software and/or data installed on your computer. This is to be expected
and may require the re-installation of your operating system, programs, and data.
Loss of Data
Data is the most important part of a computer system because it is often irreplaceable.
Due to the process of repair, data may get damaged or at worst, deleted. NorthGates
is not responsible for the loss of any data which may occur while performing work
on your computer. You are responsible for backing up your own data. We may try to
back up your data in some cases; however, we cannot guarantee any backup.
You must own the computer you request us to service. You must own and have in your
possession any software (including license key) that is to be installed or re-installed
on your computer. You agree that NorthGates cannot be made liable for installing/re-installing
Right to Refuse
In its sole discretion, NorthGates reserves the right to refuse work that it believes
is beyond the scope of its ability to perform, has a considerable backlog of open
requests or, for any other reason.
Terms Due Upon Completion
Customer acknowledges that software issues and/or repairs have been performed in
a satisfactory manner. In the event of non-payment, customer agrees to pay all costs
of collection including a reasonable amount of attorney’s fees. Interest at the
rate of 3% each month will be added to all delinquent balances.
NorthGates warranties its workmanship for a period of 30 days from the service date.
This includes issues with the original configured installation set up by the technician.
NorthGates is not responsible for issues due to settings changes, new software upgrades,
ISP connection issues, viruses or spyware issues or misuse.
You acknowledge that you are required to provide recovery/operating
system CDs and passwords for all repairs.
Erasing of Files and Data
- Authorizes NorthGates to format/recover customer's hard drive and permanently
erase files and data if required in the course of the service
- Understands that formatting/recovering a computer hard drive will permanently erase
all files and data
- Accepts sole responsibility for backing up files and data
- Acknowledges that NorthGates bears no responsibility for loss of files or data,
loss of use, disruption of business activities or other consequential damages
If equipment is left at or with NorthGates technicians and not claimed or unable
to be delivered within ninety (90) days after we notify you that the requested service
is complete, we will treat your equipment as abandoned. You agree to hold NorthGates
harmless for any damage or claim for the abandoned property. Any and all charges
are still your responsibility.
An adult (18 years or older) must be present during the entire installation or repair
process. If the technician arrives at the scheduled time and no adult is present,
or if the adult leaves prior to the service being completed, the technician will
depart and you will be subject to the stated service charges. You must be available
to type in all passwords for security purposes. NorthGates accepts no responsibility
for data loss, loss of use, disruption of business activities, or other consequential
damages. You are aware and agree that formatting/recovering hard drive will permanently
erase all files and data.
Prior to Installation or Repair
You are solely responsible for proper backup of data and files. Please backup all
vital data files prior to service being performed. Any hardware devices, components,
peripherals, software or cabling needed for the installation must be purchased and
supplied by you. If network connectivity is desired for multiple devices, you must
supply router, hub, modem or switch with adequate number of ports to support the
required number of devices. ISP/Internet or home network connection must be activated
and working properly prior to any related installation.
All equipment being installed must be located in the general area where the installation
is taking place.
The technician must be given immediate access to the equipment so the service can
begin as scheduled.
You must provide adequate environment (power, space, etc.) for the scheduled service.
You are responsible for providing power cords and surge protectors.
You must have available all legally licensed software and media that may be required.
Nature of Service
Due to the nature of this service, it may be impossible to successfully complete
the process within the alloted time frame.
If the interruption cannot be resolved immediately, you agree to terminate the service
as-is and be charged for the time up to the interruption. In such a case, you must
create a new Remote Help Request and include the as-is request number to proceed.
Virus and Spyware Removal
Usually the entire process of disinfecting the computer can be achieved remotely.
Under some circumstances the infection may terminate the Internet connection
and require a manual restart on your part and possibly having to re-establish the
remote help session yourself. In rare cases the TCP/IP stack must be reinstalled
which usually requires a technician to be physically present.
You agree that in such circumstances you will attempt to re-establish the remote
support connection in a timely manner or;
- if you are in Whitehorse, Yukon or immediate area, we can continue the service onsite
or at-shop, or, the next bullet below will apply
- if you are outside the area above, you agree to terminate the service as-is (see
above 'Nature of Service'), and, you are responsible to contact a qualified
technician near your location, at your expense, to resolve the connection issue.
Once you have re-established the Internet connection you can create a new Remote
Support Request including the previous request number to re-assess the service
Terms of Service Payment
Yukon, Canada residents are charged after the service is rendered.
For all other regions, a one (1) hour is charged and must be paid before the service
can start. We will reimburse any unused minutes on a new invoice. We reserve the
right to stop the service once the hour is spent and to resmue the service only
when a new invoice of one hour or more is paid.
Only online payments are accepted for this service and invoices are delivered to
the email address you provided on the new Support Request.
All payments are processed by a reputable 3rd party payment provider - we do not
see or ask for your credit card information. The credit card provider offers a resolution
service should you legally dispute the charge.