Support America Care Terms of Service

These Support America Care Terms of Service explain the terms that apply to Support America Care support plans purchased through our online shop. In these terms, “Support America,” “we,” “our,” and “us” refer to the Support America brand and services.

Read these terms together with the selected plan’s description and purchase terms, our general Terms and Conditions, and our Privacy Policy. By purchasing or using a Care plan, you agree to the applicable terms disclosed for that purchase. If you need clarification, contact us before placing your order. Nothing in these terms limits rights that cannot be excluded under applicable law.

1. About Your Care Plan

Support America Care provides technology support for the term and scope stated in the selected plan’s product description. Different Care plans can include different services, software benefits, device coverage, and limitations. A benefit included in one plan is not automatically included in another.

The plan you purchase is identified by the product and option selected at checkout. Keep your Shopify order confirmation and the purchase terms for your records. Buying a Care plan does not convert a historical website membership into a different plan.

2. Payment, Plan Term & No Automatic Renewal

• Upfront payment: Current Care plans are sold as one upfront payment for the full stated term, not a monthly payment schedule.
• No automatic renewal: Current Care plans do not automatically renew. A product name containing “subscription” does not, by itself, authorize recurring charges.
• Price and duration: Review the selected plan’s price, currency, duration, applicable taxes, and final total before authorizing payment. The duration in the plan title describes the purchased service term.
• Checkout: Payment is completed through Shopify-hosted checkout using the payment methods displayed there. Adding a plan to your cart or opening checkout does not establish that payment succeeded.
• Additional charges: Using this website or requesting support is not consent to additional or recurring charges. Any separate paid work must be disclosed before it begins.

Contact Support America before purchasing if the applicable coverage dates or any purchase terms are unclear. A change to pricing for future purchases does not alter the agreed price of an existing order.

3. Coverage & Included Benefits

The selected plan’s product description and purchase terms define its included support, eligible devices, software benefits, and any service or device limits. Coverage categories and illustrations elsewhere on the website are not a promise that every benefit is included in every Care plan.

Do not assume that separately listed hardware, physical repairs, on-site visits, or third-party products are included unless your plan’s description expressly includes them. Review the full product details before choosing a plan.

Support America is an independent third-party support provider. References to device manufacturers, software brands, or product names are for identification and compatibility; they do not imply manufacturer affiliation or endorsement.

4. Hardware Protection & Physical Repairs

Hardware protection covers physical repair work on eligible devices where the Care plan you purchased expressly includes it. Your plan’s product description identifies the eligible devices and any repair conditions or limits that apply.

• Repair labor: Diagnostic and repair labor performed by our technicians is included under a plan with hardware protection.
• Replacement parts: Replacement parts and components are not included. Their cost is quoted to you and charged separately, and we proceed only after you approve the quote.
• Before any paid work: Any charge beyond the included labor is disclosed upfront, before that work begins.

Hardware protection is a repair service. It is not an insurance policy, a manufacturer warranty, or a guarantee that a device can be repaired or replaced. Where a device cannot be repaired, or where the required part is unavailable or discontinued, we will tell you and no further paid work will proceed without your approval. Repairs may be limited by device condition, prior damage, unsupported or obsolete models, and third-party or manufacturer restrictions.

Back up your files and data before any repair. Support America is an independent third-party service provider; repairs performed by us are not manufacturer-authorized service unless expressly stated, and they may affect a manufacturer warranty.

5. Getting Support & Purchase Records

For questions about coverage, billing, or requesting assistance, contact Support America using the details below. Have your Shopify order reference and relevant device or issue information available so we can identify your purchase and the support requested.

Shopify Care purchases are not automatically added to the membership records in your website account. Signing in to that account is not proof that a Care purchase has been recorded there. Keep your order confirmation and contact us if you need help confirming your purchase or coverage.

The first 30-minute diagnosis is free, with no Care plan purchase required. This is an initial diagnosis offer, not a promise of ongoing free support or a guaranteed fix within that time.

6. Remote Access & Your Responsibilities

Where support requires remote access, we request your explicit, informed permission before connecting. You may observe the session and end it by disconnecting or closing the remote access application. Close sensitive applications and files before granting access.

• Provide accurate information about the issue, device, and operating environment.
• Be the device owner or have authorization to permit support and remote access.
• Maintain the internet connection needed for remote support and follow reasonable technician instructions.
• Back up important files, data, and configurations before a session as a precaution.

Access is limited to what is needed for the support service. We will not intentionally access, view, copy, or modify personal files unrelated to that service. The remote-session authorization provisions in our general Terms and Conditions also apply.

7. Cancellation & Refunds

Care plan cancellations and refunds are subject to the product-specific terms disclosed before purchase and applicable law. Contact us before ordering if you need clarification about the refund conditions for a particular plan.

Because current Care plans do not automatically renew, there is no scheduled automatic renewal charge to cancel. To request cancellation or a refund of a purchased plan, contact Support America with your order reference. A cancellation request does not by itself determine whether a completed payment is refundable.

The remote printer support session guarantees in our general Refund and Cancellation Policy apply to the eligible remote sessions described there. They do not establish a separate, universal refund window for Care plan purchases.

Approved refunds are processed to the original payment method within 5–10 business days, consistent with our general policy. Your statutory cancellation, refund, and other consumer rights remain unaffected.

8. Responsible Use & Service Limitations

Do not use support services for unlawful, fraudulent, harmful, or abusive activity. Misuse, harassment of staff, fraud, or violations of the applicable terms may result in refusal, suspension, or termination of service under our general termination provisions. Any applicable refund is considered under the purchase terms and applicable law.

We make reasonable efforts to assist, but not every issue can be resolved. Hardware condition, software compatibility, unsupported systems, internet connectivity, and third-party limitations may affect the support that can be provided. The existing service limitations and disclaimers also apply.

9. Software, Third Parties & Privacy

If your selected plan includes software or a third-party service, review the applicable product description and provider’s licensing or use terms. A benefit is included only where stated for the plan you purchased; this page does not add software licenses, cloud storage, or other benefits to your plan.

Our Privacy Policy explains how customer, order, and support information is handled. This website’s contact, support, and cart forms do not collect or store complete payment-card numbers or card security codes. Enter payment credentials only in the designated checkout fields, and do not send card details, banking passwords, or other account passwords in a support request.

10. General Legal Terms & Disputes

Our general Terms and Conditions remain applicable, including their intellectual property, service termination, indemnification, severability, and entire-agreement provisions. The existing limitation of liability and governing law and dispute-resolution provisions are unchanged by this page and apply subject to rights that cannot be excluded under applicable law.

For a question or dispute about your Care purchase, contact Support America first so we can review the matter under the existing good-faith resolution process.

11. Updates to These Terms

We may update these terms in accordance with the Changes to Terms provisions in our general Terms and Conditions. Changes will be reflected in the effective date on this page. Review the terms before a new purchase. An update does not itself authorize an additional payment or automatic renewal.

12. Contact Support America