These are the key terms for every On Track Computers appointment, in plain language. The full terms are in the service agreement you review and sign when you book.
Payment
- Remote support: paid in full when you book. $35 covers the first 30 minutes.
- Onsite visits: the $35 diagnostic/trip fee is paid when you book and is credited toward your repair if you go ahead. The remaining balance is due when the work is complete.
- Pickup: due in full when your device is returned.
- We accept card (Square), Cash App, and cash.
Cancellations & rescheduling
Remote sessions
- Cancel at least 2 hours before your session and we’ll refund your payment minus the card processing fee Square charges us (the exact amount is shown before you confirm).
- You can reschedule at no charge, any time before your session starts, using the link in your confirmation email. Your payment carries over.
- Cancel with less than 2 hours’ notice: no refund, but you can reschedule at no charge.
- Missed your session? It isn’t refunded, but contact us and we’ll reschedule it at no charge.
- Immediate sessions: if we start a remote session right away at your request (for example, from a payment link we send you during a live chat), the session begins as soon as you pay and the payment is non-refundable. If a session can’t go ahead because of a problem on our end, we’ll make it right.
- If we connect to a remote session and find early on that the problem can’t be solved remotely, we’ll stop rather than run out the session, and we may refund the session fee at our discretion. This is separate from the immediate-session rule above.
- If we cancel or reschedule an appointment, or it can’t go ahead because of a problem on our end, you’re refunded in full with nothing withheld.
Onsite visits
- Cancel at least 90 minutes before your visit and we’ll refund the $35 diagnostic/trip fee minus the card processing fee Square charges us (shown before you confirm).
- You can reschedule at no charge, keeping your $35, up to 90 minutes before your visit, using the link in your confirmation email.
- Cancellations with less than 90 minutes’ notice, and missed visits, aren’t refunded or reschedulable on the same payment. The fee covers the trip and the time reserved for you. You’re welcome to book a new visit anytime.
- You’ll get a text from us when we’re on our way.
To cancel or reschedule, use the link in your confirmation email or contact us at [email protected].
Remote session overage
If a remote session runs past 30 minutes because of downloads, installs, restarts, or a slow connection, additional time is billed in 30-minute blocks at $35 each. We’ll always check with you before continuing. Time spent getting connected at the start of a session doesn’t count toward your 30 minutes.
Your data & backups
Any computer repair carries some risk of data loss, so please back up your important files before your appointment. You are responsible for your own backups. See our Privacy Policy for how we handle data on your device.
Passwords & accounts
We ask only for the credentials needed for your service: the device login, or router and Wi-Fi credentials for network work. We don't record them. You're responsible for your own online accounts and their security. We don't offer a full account-security or password-manager setup service, but we're glad to help with a specific setting you ask about, such as turning on two-factor authentication.
Data recovery
- No guarantee: recovery is never guaranteed, and results depend on the condition of the drive.
- Evaluation fee: the $35 evaluation is charged whether or not files can be recovered. If you go ahead, it's credited toward the $100 recovery fee, so the total is $100.
- Recovery fee: the $100 recovery fee applies only if files are recovered and you approve the results.
- Delivery: recovered files are delivered after payment, to a drive or storage you provide.
- Retention: drive images and recovered files are kept for 30 days after delivery, then securely deleted (sooner on request). See our Privacy Policy.
Mac, iPhone and iPad support
We support Macs, iPhones and iPads with general software and setup help, such as updates, settings, backups, accounts and troubleshooting. We don't repair, upgrade or service Apple hardware, and we don't do Apple warranty or AppleCare work. For a hardware problem, an Apple Store or Apple authorized service provider is the right place to go.
Remote sessions work with iPhones and iPads, but we can only see your screen and can't take control, so we'll guide you through each step.
Windows 11 upgrades
Windows 11 upgrades carry some risk of software or device incompatibility. If an upgrade fails, we'll try to restore the previous version, but we can't guarantee it.
Parts & tax
Hardware and parts are itemized separately and subject to Maryland sales tax. Labor is not taxed. Parts carry the manufacturer’s warranty.
Labor warranty
Our work is guaranteed for 30 days. If the same problem we fixed comes back because of our work, we’ll make it right at no charge. The warranty doesn’t cover new or unrelated issues, physical damage, or work done by someone else afterward.