Terms and Conditions

These Terms and Conditions ("Terms") govern your use of the Support America website, our technical support services ("Services"), and purchases of products, services, and support plans offered through our online shop. In these Terms, "Support America," "we," "our," or "us" refers to the Support America brand and services. By accessing, browsing, purchasing, or using our Services, you ("User," "Customer," "you," or "your") acknowledge that you have read, understood, and agree to these Terms. If you do not agree with these Terms, you must not use our Services or make a purchase.

1. Acceptance of Terms

By using our remote support services, you agree to these Terms and Conditions. Your continued use of the Services after any modifications to these Terms constitutes your acceptance of the updated Terms. We recommend reviewing this page periodically for any changes.

The remote-session provisions below apply to our remote printer support, setup, and troubleshooting services. Purchases of separately listed products, other services, and support plans are also subject to the applicable product description, service scope, and purchase terms disclosed before you place your order.

2. Company Identity & Independence

Support America provides the website, online shop, and customer-facing services described in these Terms. Shopify provides the hosted checkout for our online shop. For customer support and billing questions, use the Support America contact details in Section 16 below.

We are an independent third-party service provider. We are not affiliated with, endorsed by, sponsored by, authorized by, or in any way associated with any printer manufacturer, including but not limited to any original equipment manufacturer (OEM). All brand names, model numbers, product names, and trademarks referenced on our website or mentioned during service delivery are the property of their respective owners and are used solely for the purposes of identification and compatibility reference.

3. Services Provided

Our remote technical support services may include, but are not limited to:

• Printer setup and first-time installation assistance
• Troubleshooting and diagnostic support for printer issues
• Driver installation, update, and configuration guidance
• Wi-Fi, network, and connectivity configuration support
• Error code identification and resolution
• Print quality calibration and optimization
• Paper jam diagnosis and resolution guidance
• Multi-device pairing and configuration
• Software and firmware update assistance
• Face-to-face video support sessions where included in the selected service

The remote support sessions described above are delivered using phone, remote desktop access software, or video conferencing. These remote sessions do not include an on-site visit, physical repair, or hardware. Products, in-person services, and support plans offered separately in the online shop are governed by their own descriptions, availability, and terms disclosed before purchase; purchasing a remote session does not include those separate offerings.

The scope of each service session is determined by the service tier selected and the nature of the reported issue. Our technicians will make reasonable efforts to resolve the issue within the session, but resolution is subject to the limitations outlined in Section 7.

4. User Authorization & Remote Access

Certain services require remote access to your computer or device. You authorize remote access to your device only after providing your explicit, informed consent. Remote access will not be initiated without your knowledge or approval.

You acknowledge and agree that:

• Remote access is initiated only after you grant permission through a secure connection tool
• You may observe all actions performed on your screen in real time during the session
• You may terminate the remote access session at any time by disconnecting or closing the remote access application
• Our technicians will only access system settings, printer configurations, drivers, and related software necessary to diagnose and resolve your issue
• We will not intentionally access, view, copy, or modify personal files, documents, photos, or data unrelated to the support service
• Remote access is never required before pricing is disclosed — you will always know the cost of a service before any remote session begins

We use trusted, industry-standard remote access tools to facilitate support sessions. While we take reasonable precautions to ensure the security of the remote session, you are advised to close any sensitive applications or files prior to granting remote access.

5. Pricing and Payment

Service pricing is disclosed before any work begins. For online shop purchases, review the product or plan description, price, currency, duration, and final checkout total before placing your order. Applicable taxes, shipping charges, and any other charges must be disclosed before you authorize payment.

• Checkout: Online shop purchases are completed through Shopify-hosted checkout using the payment methods and providers displayed there.
• Payment authorization: By submitting an order, you authorize the disclosed charge using your selected payment method. Review your checkout confirmation or receipt for the transaction details; merely adding an item to your cart or opening checkout does not establish that a payment succeeded.
• Payment credentials: 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 checkout's designated payment fields.

One-time services and support plans: A service is a one-time purchase where described as such. A support plan's stated duration describes its service term; a product name containing "subscription" does not, by itself, authorize automatic renewal. Any recurring charge, billing frequency, renewal price, and cancellation terms must be disclosed before purchase and expressly agreed to by you. We do not treat your use of this website as consent to additional or recurring charges.

Pricing may change for future purchases, but a change does not alter the agreed price of an existing order. For billing questions or an unfamiliar charge, contact contact@supportamerica.net or (800) 977-8796 with your order reference, transaction date, and amount. Do not send full card numbers, card security codes, or banking passwords. Our Privacy Policy explains how checkout and payment information is handled.

6. Refund and Cancellation Policy

We are committed to customer satisfaction and stand behind the quality of our services. The following existing guarantees apply to remote printer support sessions:

• No Fix, No Charge: If our technician is unable to resolve your printer issue during the remote support session, you will not be charged for that session. Any prepaid fee for that session will be refunded.
• 30-Day Money-Back Guarantee: If you are not satisfied with the service provided, you may request a full refund within 30 calendar days of the service date. Refund requests are subject to review and verification.
• 30-Day Free Re-Fix: If the same issue that was resolved during your service session returns within 30 calendar days, we will provide a follow-up fix at no additional charge.
• Pre-Session Cancellation: You may cancel a service at any time before the remote session begins and receive a full refund of any payment made.
• Mid-Session Cancellation: If you choose to end a session while it is in progress, the no-fix-no-charge policy applies — if the issue was not resolved before disconnection, you will not be charged.

Shop products and support plans: Returns, refunds, and cancellations for separately purchased hardware, software, other services, or support plans are subject to the product-specific terms disclosed before purchase and applicable law. The remote-session guarantees above do not establish a separate return window for those purchases. Contact us if you need clarification before ordering.

Plan cancellation: To request cancellation of a support plan or a future renewal, contact us using the details below. Any renewal cancellation takes effect under the terms you agreed to at purchase. Cancelling future billing does not by itself determine whether a completed payment is refundable. Nothing in this section limits your statutory cancellation, refund, or other consumer rights.

To request a refund or cancellation, please contact us at contact@supportamerica.net or by phone at (800) 977-8796. Refunds will be processed to the original payment method within 5–10 business days.

7. Service Limitations & Disclaimer

While we strive to resolve every printer issue brought to our attention, issue resolution depends on several factors including, but not limited to, hardware condition, software compatibility, operating system limitations, network environment, and the nature of the reported problem.

We cannot guarantee that all issues will be resolved. Specifically, we may be unable to resolve issues caused by:

• Physical hardware damage or mechanical failure
• Manufacturer defects or end-of-life hardware
• Incompatible or unsupported operating systems
• Internet connectivity issues on the customer's end
• Third-party software conflicts beyond our control
• Issues requiring physical, on-site intervention

Our Services are provided on an "as is" and "as available" basis. We make no warranties, express or implied, regarding the completeness, reliability, or accuracy of the Services or the results obtained from using them.

8. User Responsibilities

By using our Services, you agree to:

• Provide accurate and truthful information about your printer issue, device, and operating environment
• Ensure that you are the owner of, or have legal authorization to grant remote access to, the device on which the service is performed
• Maintain a stable and active internet connection throughout the duration of the support session
• Follow reasonable instructions provided by the technician during the session
• Back up any important files, data, or configurations on your device before the session begins, as a precautionary measure
• Not use our Services for any unlawful, fraudulent, or harmful purpose
• Not attempt to reverse-engineer, copy, or replicate any tools, methods, or processes used during the service session

9. Limitation of Liability

To the fullest extent permitted by applicable law, Support America and its personnel shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from or in connection with the use of our Services, including but not limited to:

• Loss of data, files, or documents
• Loss of revenue, profits, or business opportunities
• Damage to hardware or software not caused by our direct actions
• Pre-existing conditions, defects, or issues with your device or printer
• Interruptions to your business or personal activities

Our total aggregate liability for any claim arising out of or relating to these Terms or our Services shall not exceed the total amount paid by you for the specific service giving rise to the claim.

10. Intellectual Property

All content on the Support America website and service pages, including but not limited to text, graphics, logos, images, page layouts, and software, is owned by Support America or used with permission and is protected by applicable intellectual property laws. You may not reproduce, distribute, modify, or create derivative works from our content without prior written consent.

Third-party brand names, product names, and trademarks mentioned on our website or during service sessions belong to their respective owners. Their use on our website does not imply any affiliation, endorsement, or sponsorship.

11. Termination of Service

We reserve the right to refuse, suspend, or terminate service to any user at our discretion if we determine that the user is engaging in misuse, abuse, fraudulent activity, harassment of our staff, or any violation of these Terms. In such cases, any applicable refund will be determined on a case-by-case basis.

You may discontinue use of our Services at any time. If you have a service session in progress, you may disconnect at any time, and the no-fix-no-charge policy will apply.

12. Indemnification

You agree to indemnify, defend, and hold harmless Support America and its personnel from and against any claims, liabilities, damages, losses, costs, or expenses (including reasonable attorney fees) arising out of or in connection with your use of the Services, your violation of these Terms, or your violation of any rights of a third party.

13. Governing Law & Dispute Resolution

These Terms are governed by and construed in accordance with the laws of the State of Indiana, United States, without regard to its conflict of law provisions.

Any disputes arising out of or relating to these Terms or the Services shall first be addressed through good-faith negotiation between the parties. If a resolution cannot be reached through negotiation within 30 days, the dispute shall be submitted to the exclusive jurisdiction of the state and federal courts located in Hamilton County, Indiana, United States.

14. Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect. The invalid or unenforceable provision shall be modified to the minimum extent necessary to make it valid and enforceable.

15. Entire Agreement

These Terms, together with our Privacy Policy and the applicable product or plan terms disclosed before purchase, constitute the entire agreement between you and Support America with respect to the Services and purchases and supersede all prior or contemporaneous communications, proposals, and agreements, whether oral or written. Nothing in these Terms excludes rights that cannot be excluded under applicable law.

16. Contact Information

If you have any questions, concerns, or requests regarding these Terms, please contact us:

17. Changes to Terms

We reserve the right to update, modify, or replace these Terms at any time at our sole discretion. When we make changes, we will update the "Effective Date" at the top of this page. It is your responsibility to review these Terms periodically. Your continued use of the Services following the posting of any changes constitutes acceptance of those changes.