Terms of Service

Last updated: October 8, 2026

These Terms of Service apply to the Duval Helpdesk website and our technology services. Please review them before booking or authorizing work. By booking or authorizing a service after receiving these terms, you agree to them. A separate written service agreement or accepted quote controls where it specifically differs from these terms.

1. Our services

Duval Helpdesk provides home technology support, small business IT, home lab and server assistance, web services and hosting, coaching, and remote support. Your service description or accepted quote sets out the scope, price, time allowance, and any deliverables. Hardware, software licenses, subscriptions, and third-party charges are included only when expressly stated.

We use reasonable care and skill. Some problems depend on equipment condition, third-party systems, or information outside our control, so a particular repair, recovery, performance improvement, or uninterrupted service is not guaranteed. Unless a specific guarantee is agreed in writing, service charges cover authorized time and work, including diagnosis.

2. Booking, prices, and payment

Prices are in U.S. dollars unless stated otherwise. Any applicable taxes and required charges will be disclosed before payment. A prepaid booking is confirmed when payment succeeds and you receive confirmation. If payment succeeds but you do not receive confirmation, contact us before booking again.

We will obtain your approval before work that adds charges beyond the agreed scope or time allowance. Payment is due as stated at checkout or on the accepted quote or invoice. Promotions apply only under their displayed terms. Recurring hosting or support requires separate agreement to the price, billing interval, renewal terms, and cancellation process.

3. Cancellations and refunds

For prepaid service appointments, the following policy applies. All dates and times use Jacksonville, Florida local time (Eastern Time, including daylight saving time).

• Cancel before the appointment day: receive a full refund of the prepaid appointment fee.
• Cancel on the appointment day, before the scheduled start time: receive a 50% refund of the prepaid appointment fee.
• Cancel at or after the scheduled start time, miss the appointment, or request a refund after service begins or is completed: no refund under this cancellation policy.

Cancel through your private appointment link when online changes are available, or send cancellations to support@duvalhelpdesk.com, including your name and appointment date and time. The recorded online cancellation time or the time your cancellation reaches our inbox determines the applicable refund. Online cancellation releases the appointment; eligible refunds are processed separately by Duval Helpdesk. Rescheduling is subject to availability; contact us before the appointment. Moving an appointment does not automatically waive a cancellation charge.

If we cancel and cannot provide the booked service, you may choose a full refund for that service or agree to reschedule. Eligible refunds are returned to the original payment method; your bank or payment provider controls when the credit appears.

This appointment policy does not replace separately disclosed and accepted terms for custom projects, hosting, hardware, or third-party purchases. It does not limit any cancellation, refund, warranty, or other rights that applicable law gives you. If you believe a service was not delivered as agreed, contact us so we can review and address the issue.

4. Your responsibilities and authorization

You must own the equipment, accounts, systems, or content involved, or have permission to authorize our work. Provide accurate information, necessary access, valid licenses, and a safe working environment. You remain responsible for your accounts and for approving changes.

Back up important files before service and tell us about critical data, encryption, special configurations, or known faults. If you need backup assistance, request it before other work begins. Troubleshooting, updates, repairs, and data transfers can involve downtime or data loss. We will seek approval before an intentional data-erasing operation such as a factory reset or drive format.

5. Remote access and privacy

Remote support requires your authorization. Close unrelated sensitive material before a session and share only access needed for the work. Ongoing or unattended access requires a separate arrangement. Our Privacy Policy explains how we handle service-related personal information. Do not send passwords or payment-card details by ordinary email.

6. Web services, hosting, and acceptable use

You retain ownership of your content and grant us the permission needed to work on or host it. You are responsible for its accuracy, legality, and necessary rights. Do not use our services for malware, fraud, spam, unlawful content, infringement, or unauthorized access.

Hosting capacity, backups, maintenance, uptime commitments, domain ownership, renewal charges, and migration assistance must be stated in the applicable service agreement; they are not automatically included. Third-party platforms have their own terms and may experience outages or change their services. We may pause work or hosting when reasonably necessary to address an immediate security threat or unlawful use, and will provide notice when reasonably practicable.

7. Service concerns and responsibility

Please report a concern promptly with a description of what happened and any relevant invoice or appointment details. We will review the work and discuss an appropriate resolution. Nothing in these terms excludes responsibility or remedies that cannot lawfully be excluded, and these terms do not waive claims for fraud, willful misconduct, or gross negligence.

8. Changes and applicable law

We may update these terms for future bookings and website use. The version presented when you book or approve work governs that service unless we both agree otherwise. Florida law applies, subject to any mandatory consumer protections that apply to you. If one provision is unenforceable, the remaining provisions continue to apply.

9. Contact

Duval Helpdesk serves Jacksonville and Duval County, Florida.
Work cell: (904) 326-9592
Service and cancellations: support@duvalhelpdesk.com
Billing and refunds: billing@duvalhelpdesk.com