Service Terms & Conditions

1. Your written service record

These Service Terms apply when they are incorporated into or linked from a booking, ticket, estimate, invoice, payment request, business agreement, or other written service record. By submitting equipment, granting access, approving an estimate, or authorizing work after receiving access to these terms, you acknowledge and accept the version identified by the review date above.

The 1010Client Portal ticket is the primary written record for your service request. It may include the device or technology environment, the concern reported, accessories received, diagnostic findings, estimates, approvals, declines, invoices, payments, status updates, completion notices, and follow-up communication.

Website descriptions and price lists are general information. The written estimate, approved ticket, invoice, and any service-specific written terms define the work you authorized. If those records differ from general website information, the more specific written transaction record governs that service request.

2. Intake, ownership, and authorization

By submitting equipment or requesting remote, mobile, or business service, you confirm that you own the equipment or have authority from the owner or organization to request the service, provide access, approve charges, and receive the equipment or results.

• Describe the symptoms, recent events, prior repairs, liquid exposure, physical damage, and other conditions that may affect testing.
• Identify every device, accessory, charger, adapter, storage device, cable, or other item left with 1010Computers.
• Provide accurate contact information and monitor the email address and telephone number connected to the ticket.
• Do not provide equipment, accounts, files, or access that you are not legally authorized to use.

3. Diagnostics, testing, and expected timeframes

Diagnostics are required before many repairs and are non-refundable once testing has started. Testing may include software diagnostics, hardware testing, disassembly and inspection, vendor research, test-part validation, network or account review, and data-recovery evaluation when applicable.

Many services are completed sooner, but the current planning windows are one to seven business days for software diagnostics, one to fourteen business days for hardware diagnostics, and up to thirty business days for data-recovery or liquid-damage diagnostics. Saturdays, Sundays, and Repair Center holidays are not business days. Parts, client response time, specialized testing, third-party systems, and device condition may extend these windows.

Results are based on the symptoms reported and the conditions that can be reproduced. When a device cannot power on, display, boot, charge, connect, or remain stable, only the available functions can be tested. Additional problems may become visible after the first approved repair and may require a revised estimate.

4. Estimates, approvals, changes, and parts

An estimate is based on the information and testable conditions available when it is prepared. Approval applies only to the listed services, quantities, parts, and charges. Work outside that scope requires a revised written estimate or other documented approval.

Unless the ticket states otherwise, you have seven calendar days after a recommendation or estimate is sent to approve or decline it. If no response is received, the recommendation may be auto-declined and the device may enter completion and pickup processing. A late approval may require a new review, a new diagnostic charge, a revised schedule, or updated pricing and availability.

Parts pricing and availability can change. Vendor substitutions, model revisions, shipping, taxes, supply delays, and special-order requirements may require revised approval before work continues. 1010Computers will not knowingly proceed beyond the approved scope without documented authorization, except for testing or handling steps already authorized as part of the diagnostic service.

5. Payment, deposits, discounts, and cancellations

Payment for approved services is due at approval unless the written estimate or invoice states a different schedule. Estimates or invoices over $500 may require a 50% deposit before work begins or parts are ordered. Remaining balances and any approved overage are due before equipment or completed work is released.

The current card-processing fee is 5%. It is waived for eligible cash or check payments. Check acceptance, returned-payment charges, payment links, ACH authorization, and card-on-file authorization are governed by the written estimate, invoice, booking record, or payment authorization used for the transaction.

Diagnostic, priority, contamination, liquid-treatment, data, special-order, and other started or committed services may be non-refundable as stated in the written transaction record. Sales are final unless management approves a written exception or applicable law requires otherwise. Coupons, discounts, and certificates must be presented before approval and cannot be combined or applied retroactively unless the written offer allows it.

Cancellation or pickup requests after check-in must be submitted in writing. Processing, safe reassembly, billing, documentation, and status changes may be required before equipment can be released.

6. Data, software, accounts, and credentials

You are responsible for maintaining a current backup of important files and licensed software before service whenever the device condition permits. Data is not backed up, recovered, transferred, cloned, or preserved unless that work is separately quoted and approved in writing. Backup, migration, imaging, and recovery depend on media condition, encryption, permissions, and data integrity; complete recovery and original file names, folders, structure, or usability cannot be guaranteed.

Review returned or transferred data within seven calendar days of completion or pickup and report a documented concern through the 1010Client Portal. Temporary working copies are not an ongoing backup service and should not be treated as the only copy of important information. Any service-specific retention or deletion window in the ticket or estimate controls.

Operating-system repair or reinstallation does not automatically include every third-party application, manufacturer utility, printer program, subscription, cloud account, activation, license, product key, custom setting, or personal file. Those items are included only when specifically listed in the approved scope.

Passwords, PINs, administrator access, BitLocker or FileVault recovery keys, Apple ID or Microsoft account access, firmware locks, activation locks, multifactor authentication, and licensed software keys may be required. Missing or incorrect access information can delay, limit, or prevent service.

7. Hardware, liquid exposure, contamination, and specialized work

Disassembly, attempted repair, cleaning, component replacement, static release, board-level testing, thermal service, and similar work cannot prove that every component is healthy. Pre-existing wear, hidden damage, intermittent faults, liquid exposure, corrosion, contamination, prior repair, and failing components may affect the result or reveal additional problems.

Devices with insect contamination may be quarantined and may require an approved disinfection service before other work continues. Liquid-exposed devices require specialized handling and may require treatment approval before standard diagnostics. These are risk-reduction and evaluation services; they do not guarantee recovery or complete repair.

Data recovery, password recovery, drive-corruption repair, custom systems, servers, board-level work, and client-supplied parts are attempt-based or limited-scope services. The estimate and service-line notes identify the approved objective, exclusions, and warranty status.

8. 1010XPRESS priority service

1010XPRESS is an optional priority upgrade that may reduce the normal diagnostic window by approximately half and may provide priority assignment, estimate review, and repair-bench placement after required parts arrive. It must be requested by the next business day after check-in or before diagnostics are completed, whichever occurs first.

Priority status is not a guaranteed completion date and cannot control parts shipping, vendor availability, data-recovery outcome, account access, client response time, or other third-party delays. The priority fee is non-refundable once priority handling has begun.

9. Remote, mobile, and business-location service

Remote service requires a supported device, adequate internet access, and an available authorized user. Mobile service requires safe and reasonable access to the scheduled equipment, power, internet or network resources, passwords, cables, and an adult authorized representative. Staff handle only the technology and related items included in the service request and do not move furniture or perform unrelated work.

The standard mobile service area is within 10 miles of the McDonough Repair Center. Service beyond 10 miles is an extended-area appointment and must be quoted according to travel time and distance. Mobile balances are due before the technician leaves unless the written booking or invoice authorizes another payment arrangement.

10. Completion, pickup, concerns, and warranty requests

Please wait for a written Ready for Pickup or completion notice before visiting the Repair Center. Equipment is released after the approved work, decline or auto-decline processing, required reassembly, documentation, and payment are complete. Bring requested identification or proof of authorization when another person or organization representative will receive the equipment.

Collect equipment promptly after completion. Any storage, unclaimed-property, collection, disposal, or ownership action will follow the written notices provided for the transaction and applicable law.

Report a concern in writing through the 1010Client Portal within the applicable warranty or review period and before another person or company alters the work. Warranty coverage is limited to the eligible service or part listed in the transaction record and is explained in the Limited Warranty Policy.

11. Delays and events outside reasonable control

1010Computers is not responsible for delay or inability to perform caused by events outside its reasonable control, including utility or internet interruption, severe weather, fire, casualty, government action, public emergency, carrier delay, supplier shortage, manufacturer restriction, labor disruption, cyberattack, client response time, unavailable credentials, or failure of a third-party platform. The company will make reasonable efforts to communicate material delays and resume affected work when practical.

A delay does not expand the approved scope or create a guaranteed completion date. If an extended delay materially affects an unperformed service, the parties may document a revised schedule, substitute part, changed scope, or cancellation terms in the service record.

12. Risk allocation and limits of responsibility

Technology service involves inherent risks, including latent hardware failure, unstable media, corrupted or encrypted data, unavailable parts, manufacturer restrictions, software incompatibility, and conditions that cannot be observed before disassembly or testing. Approval authorizes reasonable diagnostic and service steps within the written scope but does not guarantee that every condition can be identified or corrected.

To the fullest extent permitted by applicable law, 1010Computers is not liable for indirect, incidental, special, exemplary, punitive, or consequential damages, including lost profits, lost revenue, loss of use, business interruption, or loss of data, arising from an approved service, an inherent device condition, client instructions, or a third-party product or service. Except for obligations that cannot lawfully be limited, the company's aggregate responsibility for a claim concerning a specific service will not exceed the amount actually paid to 1010Computers for that specific service.

Nothing in these terms excludes responsibility that applicable law does not permit a business to exclude or limit. The client remains responsible for claims, costs, or losses resulting from lack of ownership or authority, unlawful instructions or content, inaccurate material information, or a material breach of these terms, except to the extent caused by 1010Computers' conduct for which responsibility cannot lawfully be limited.

13. Questions, dispute resolution, and governing law

A service concern should first be submitted in writing through the applicable 1010Client Portal ticket with the device, invoice, relevant dates, requested resolution, and supporting information. This gives both parties an opportunity to review the complete written record and attempt a good-faith business resolution before formal proceedings.

Except where applicable law requires otherwise, these Service Terms are governed by the laws of the State of Georgia, without regard to conflict-of-law rules, and a legal proceeding concerning a service must be brought in a court with jurisdiction in or serving Henry County, Georgia. If any provision is held unenforceable, it will be limited to the minimum extent necessary and the remaining provisions will continue in effect. A failure to enforce a provision once is not a waiver of the right to enforce it later.