We want to make sure everyone gets the help they need with their technology and telecom bills. That's why we make exact appointment times (no four-hour windows here!), and hold ample time in our schedule to address all your questions. With that in mind, we adhere to the policies below to make sure we are able to help you and all our clients!
If We Have to Reschedule
We're very proud of our <1% cancellation rate (we've only ever had to reschedule .0068% of all the appointments in our lifetime of service), so we have the data to confidently say, expect us to be there for you! That's our whole mission. Emergencies have and will come up, however, and should we need to move an appointment, expect that we will:
- Communicate as far in advance as possible about the issue
- Offer the soonest-possible opportunity to reschedule, and/or offer to change the support setting (moving an in-home appointment to virtual support, for example) where possible
If You Have to Reschedule or Cancel
If you need to cancel or reschedule an appointment, as soon as you know, please use the buttons at the bottom of your confirmation or reminder emails to do so, or text/call us if your appointment was not confirmed through the system.
It is our mission and passion to help people with their technology. To make sure we're able to do that as much and as best as possible, we have structured our cancellation and rescheduling fee to ensure all our clients can get the help they need, while keeping our schedule as available and flexible as possible for additional appointments. If you need to cancel or reschedule an appointment, we may charge you 1 hour's worth of time at the current hourly rate. However, as long as you let us know more than 24 hours before your originally scheduled appointment time, we'll credit all of that amount to your bill for your next appointment with us that takes place within 30 days of your original appointment date*. Inside of 24 hours, we are unable to offer this credit, as we have already made detailed arrangements for conducting your appointment.
*We may waive this 30 day requirement at our discretion, and generally do if our availability is restricted in offering you times to reschedule your session.
Disclaimers, Details, and How We Do the Math
Cancellation fees for non-hourly services are calculated using our publicly advertised hourly rate. In instances where more than one hourly rate is publicly advertised, we reserve the right to select which rate is used to compute the fee, which will generally be the highest and/or most recent rate. All cancellation fee discounts can not cause the balance due on your bill to be negative nor exceed the cancellation charge amount. We may adjust the amounts of these discounts at our discretion to appropriately compute the total we deem owed when other discounts or modifications are applied. We reserve the right to immediately bill you the appropriate amount as described above upon being informed of your intent to change your appointment, due 30 days from the date the invoice is issued. Should you reschedule during this time, we will change the invoice due date to match your appointment date and modify the cancellation charges as appropriate. These policies serve as a general guide; we reserve the right to adapt them to any situation as appropriate, in your favor. In all cases involving cancellation, reschedule, or change fees, our maximum liability is limited to the lesser of the change fee charged or the total appointment cost paid.
This serves only as a general outline for how we may handle situations arising relative to this policy, but in all cases we reserve the right to enforce our Terms of Service, which supersede the general plan outlined here.