Service Agreement & Terms

1. Authorization to perform services

You authorize Clark At Home I.T. to perform technology support services on your computer(s), mobile device(s), and home network. Services may include diagnosis, repair, data transfer, software installation, configuration, and training.

You confirm that you are the owner of the devices presented for service, or that you have the owner's permission to have them serviced.

2. Independent consultant status

Clark At Home I.T. is an independent IT consultant and performs services as an advisor and technician. Clark At Home I.T. is not an employee, agent, or authorized representative of Microsoft, Google, Apple, Amazon, any bank, any government agency, or any internet service provider, and does not act on their behalf.

3. Data loss & backup (your responsibility)

Computer service, repairs, and malware removal carry inherent risks. Clark At Home I.T. takes every reasonable precaution to preserve your data, and will always tell you before doing anything that could put it at risk. However:

You acknowledge

It is your responsibility to back up all critical data — photographs, documents, financial records, and anything else you could not bear to lose — before service begins. If you're not sure how, ask and we will help you do it first.

Waiver

Clark At Home I.T. is not responsible for any data loss, data corruption, or hardware failure occurring before, during, or after a service appointment.

4. Use of third-party software (limitation of liability)

Clark At Home I.T. may install or configure third-party software to help protect your devices (for example antivirus, safe-browsing, password-vault, and remote-support tools).

Installation conditions

Clark At Home I.T. will not install any third-party software on your devices without your Safe & Sound Membership or your explicit permission. Third-party software is installed only after you enroll, or at your specific request.

No warranty

Clark At Home I.T. is an installer and educator, not the developer of these tools, and makes no warranty, express or implied, regarding the performance or reliability of any third-party software.

Software failure

Clark At Home I.T. is not liable for damages resulting from software bugs, updates, or the failure of any third-party tool to block a specific threat, website, call, or virus. No security product stops everything, and no one who tells you otherwise is being straight with you.

Account ownership

If Clark At Home I.T. assists you in setting up accounts (for example email or an Apple ID), you retain full ownership of and responsibility for those accounts and credentials.

5. Limitation of liability

To the maximum extent permitted by Arizona law, the total liability of Clark At Home I.T. for any claim arising out of this agreement — whether for negligence, breach of contract, or otherwise — is limited to the total amount you paid for the specific service that gave rise to the claim.

In no event shall Clark At Home I.T. be liable for indirect, special, incidental, or consequential damages, including loss of business, loss of family photographs or other data, or emotional distress.

6. Safe & Sound membership

If you enroll in a Safe & Sound membership plan, the following applies in addition to the sections above.

What is included

The Safe & Sound Membership includes our “call us first” safety line; managed virus protection, safe browsing, and scam-call blocking across your household's everyday devices; a secure password vault; a dark-web check of your email address and help placing credit freezes; priority scheduling and a 15% member discount on house calls; one short remote fix each month; and a yearly in-home tune-up & safety check.

Scope and limits

The membership includes remote monitoring of antivirus status and basic device health via third-party agents. It does not include 24/7 real-time security surveillance, and it is not a guarantee against every hack, scam, virus, or loss. It is a program of strong, actively managed protection plus human advice.

Response times

We respond the same day during business hours, usually within a few hours. Urgent scam or security concerns are handled as quickly as possible, including evenings and weekends. Non-urgent requests are answered within one business day.

Remote access

Optional secure remote support is installed only with your permission. We connect only when you contact us and approve the session on your own screen. We will never call you out of the blue and ask for remote access — if someone does, it is not us.

Household coverage

A membership covers one household's everyday personal devices. Unusually large device counts or business use may require a different arrangement, which we will discuss with you before you enroll.

7. Billing, renewal & guarantee

Plans

The Safe & Sound Membership is $249 per year (about $21 per month), or $25 per month billed month-to-month. There is no setup fee and no long-term contract. A paid $49 PC Speed-Up credits toward your first year of membership.

How you are charged

Payments are processed securely through Square using the card you keep on file. You are charged on the same day each month (monthly plan) or once per year (yearly plan), beginning on your enrollment date, and your plan renews automatically until you cancel. You receive an emailed receipt for every charge. Clark At Home I.T. does not store your credit card data.

Cancellation

There is no long-term contract and no cancellation fee. Cancel at any time by calling or texting (480) 980-1844, emailing matthew@clarkathomeit.com, or using the “Manage Subscription” link in any Square receipt. Cancelling stops all future charges. The yearly plan is prepaid for its term; you may turn off its renewal at any time. When you cancel we will tell you plainly which protections stop being updated, so there are no surprises.

30-day money-back guarantee

If you are not happy within your first 30 days as a member, we refund your membership payment less a one-time $49 fee covering the in-home visit already performed. No argument and no runaround.

One-time services

Payment for one-time services (house calls, PC Speed-Ups) is due upon completion of the visit. Prices for one-time services may change; the price quoted to you when you book is the price you pay.

8. Appointment scheduling, cancellation & no-show policy

Clark At Home I.T. is a small, in-home service. Every appointment reserves a dedicated block of time and travel that cannot be offered to another client, so advance notice matters.

Confirmation required

An appointment booked by phone is held only after you confirm it — by clicking the confirmation link in your appointment email and accepting these Terms, or by accepting them in person at the start of the visit. Appointments left unconfirmed may be released so the time can be offered to another client.

24-hour notice

Please give at least 24 hours' notice to cancel or reschedule, by calling or texting (480) 980-1844 or replying to your confirmation email. There is no charge to cancel or reschedule with 24 hours' notice or more.

Late cancellations

No cancellation fee is charged for changes made with less than 24 hours' notice. We simply ask, as a courtesy, for as much notice as you can give so the time can be offered to someone else.

No-shows

If no adult is present at the service address within 15 minutes of the scheduled start time and you cannot be reached by phone, the appointment is recorded as a no-show and the visit ends. No fee is charged.

Repeated missed appointments

Following two or more no-shows or late cancellations within a rolling 12-month period, Clark At Home I.T. may require prepayment before scheduling further appointments, or may decline future bookings.

Access and readiness

An adult aged 18 or older must be present for the duration of the visit and provide access to the devices being serviced, along with any needed power outlets, the Wi-Fi password, and device passcodes. If service cannot begin because access is unavailable, the visit is treated as a late cancellation.

Our commitment to you

We will arrive within 15 minutes of the scheduled start time and will call ahead if running late. In the rare event we must cancel, you will be notified as early as possible and offered priority rebooking at your convenience, at no charge.

Illness, weather & emergencies

Either of us may reschedule without penalty in the event of illness, a family emergency, or unsafe travel conditions. Your health and safety come first — please never hesitate to reschedule.

No card on file at booking

Clark At Home I.T. does not collect or store credit or debit card information at the time of booking a one-time service. Payment is due upon completion of the visit.

9. Right to refuse service

Clark At Home I.T. reserves the right to refuse or discontinue service if the work environment is unsafe, if sanitary conditions are unmet, if any person present is abusive, or if illegal content is discovered on a device.

10. Privacy & your accounts

Your password vault is configured so that only you — and one trusted family member you designate — can see your passwords. The vault uses zero-knowledge encryption, meaning Clark At Home I.T. administers the account but is technically unable to read its contents.

We will never call and ask you for your passwords, payment details, or remote access out of the blue. We do not sell your personal information. See our Privacy Policy for the full detail of what we collect and why.

11. Governing law & disputes

This agreement is governed by the laws of the State of Arizona, without regard to its conflict-of-law rules. Any dispute arising under it shall be brought in the state or federal courts located in Maricopa County, Arizona.

Before starting any formal proceeding, we ask that you contact us directly so we can try to put things right. Most problems are solved with a phone call.

12. Changes to these terms

We may update these terms from time to time. The version and effective date at the top of this page always show the current edition. Material changes affecting active members will be communicated by email before they take effect, and the terms in force on the date of your service or enrollment are the ones that apply to it.

13. Client acceptance & electronic signature

By clicking the confirmation button in your appointment confirmation email or on your confirmation page, by subscribing through our payment system, by allowing Clark At Home I.T. to commence work, or by signing a printed copy, you acknowledge that you have read, understood, and agreed to these Terms — including the cancellation policy in Section 8.

An electronic confirmation recorded with your name, appointment details, and a date-and-time stamp has the same legal effect as a handwritten signature. You also consent to receive this agreement, receipts, and related notices electronically.