NEXLOX Service Agreement & Waiver

Thank you for choosing NEXLOX. Our goal is to provide practical IT support and cybersecurity services while treating your devices, information, and privacy with care. Please review the terms below before submitting a service request.

What You Can Expect

• Professional Care: Services are performed with care, professionalism, and established IT and security practices.

• Practical Recommendations: Recommendations are based on the service requested, the current condition of your system, and the issues identified during service.

• Results May Vary: Performance, security, and other improvements depend on the age, condition, configuration, and existing problems of your device.

Important Limitations & Waiver

No Guaranteed Results

• NEXLOX does not guarantee a specific level of performance improvement or that every issue can be resolved.

• If a device is already well maintained or has underlying hardware or software limitations, improvements may be minimal.

Pre-Existing Issues

• NEXLOX is not responsible for hardware, software, configuration, or data issues that existed before service.

• Pre-existing issues may become more noticeable during troubleshooting, maintenance, updates, scanning, or other normal service procedures.

• Severe malware infections, failing hardware, advanced data recovery, and other issues outside the requested service will be documented when identified, along with recommended next steps when appropriate.

Data Protection

• NEXLOX will not intentionally access personal files or information unless access is reasonably necessary to perform the requested service.

• Customers are responsible for backing up important data before service.

• Data recovery is not currently offered by NEXLOX.

• NEXLOX is not responsible for data loss resulting from pre-existing corruption, failing hardware, malware, software problems, or other conditions outside NEXLOX's reasonable control.

Remote Service

For services performed through NEXLOX Remote or another approved secure remote-support method:

• Remote service may include system optimization, security checks, malware scans, software installation, troubleshooting, configuration assistance, printer or backup setup, and other services that can reasonably be completed remotely.

• Services requiring physical access to a device, including Physical Device Cleaning and Shred & Protect, cannot be completed remotely.

• You agree to provide a stable internet connection and authorize secure remote access to the device for the purpose of performing the agreed-upon service.

• You may be required to remain available to unlock the device, approve system prompts, provide necessary information, or assist with actions that cannot be completed remotely.

• Remote connections may be interrupted by internet problems, device restarts, software issues, or other technical conditions outside NEXLOX's control.

Local In-Person Service

• Local In-Person Service is available by arrangement when physical access is required or when remote service is not practical.

• Certain services, including Physical Device Cleaning and Shred & Protect, require in-person service.

• Local service availability depends on location and scheduling.

• Applicable travel fees will be disclosed before the appointment is confirmed.

Scheduling

• Submitting a service request does not create or guarantee an appointment.

• NEXLOX will review the request and contact you to confirm the requested service, pricing, availability, and appointment time.

• Published contact and scheduling hours reflect when NEXLOX is generally available for calls, messages, consultations, and scheduling. Service appointments may be arranged separately based on availability.

Payment

• Pricing and any applicable fees will be confirmed before the service appointment.

• Online payments are due before the scheduled service begins unless otherwise agreed.

• Cash payments for Local In-Person Service may be made before work begins.

• Additional work outside the originally agreed service will not be performed without customer approval.

Limited Liability

• Services are performed at the customer's request.

• To the extent permitted by applicable law, NEXLOX is not responsible for indirect, incidental, or consequential damages resulting from pre-existing conditions, hardware failure, software failure, malware, data corruption, internet interruption, or use of the device following service.

• To the extent permitted by applicable law, NEXLOX's total liability relating to a service will not exceed the amount paid for that service.

Agreement

By submitting a service request and acknowledging this agreement, you confirm that you have read, understood, and agreed to the NEXLOX Service Agreement & Waiver.

Thank you for trusting NEXLOX with your technology needs.