In-Shop Diagnostic Service Terms
Last Updated: 07/19/2026
1. Diagnostic Service Description
The diagnostic service provided by Level9 PC Solutions involves inspecting and testing computer systems, hardware, software, operating systems, storage devices, and related equipment to determine the cause of reported issues or performance problems.
Diagnostics may include powering on, operating, opening, disassembling, reassembling, configuring, updating, connecting, disconnecting, and testing the device and its components. Hardware other than the component initially suspected may be tested to verify proper operation and overall system stability.
Diagnostic testing may place systems or hardware components under heavy load or stressful operating conditions. Although reasonable care is taken, testing may reveal or worsen existing faults in components that were already damaged, defective, unstable, degraded, or nearing failure.
Level9 PC Solutions is not responsible for hardware failures that occur during normal diagnostic testing unless caused by gross negligence or willful misconduct. By authorizing diagnostic service, the customer acknowledges and accepts these risks.
2. Diagnostic Fees and Device Classification
A diagnostic fee is required before or at the time diagnostic services are performed. Diagnostic services are billed as a service and are separate from repairs, replacement parts, software installation, data services, and other work.
Level9 PC Solutions charges the following flat-rate diagnostic fees:
Standard devices: $49.99
Gaming computers: $99.99
Workstation computers: $99.99
A gaming computer generally includes a custom-built or manufacturer-built system designed or configured for gaming. A workstation generally includes a computer designed or configured for professional, engineering, architectural, rendering, production, server, or other specialized workloads.
Level9 PC Solutions will determine the appropriate diagnostic classification based on the device configuration, intended use, reported issue, system complexity, and testing requirements. If a higher diagnostic fee is required after the initial inspection, the customer will be informed before the additional amount is charged.
3. Scope of Diagnostic Service
Payment of the diagnostic fee authorizes diagnostic evaluation only. It does not authorize repairs, replacement parts, malware removal, operating system installation, software installation, data backup, data recovery, data transfer, drive cloning, cleaning, or other separately billable services.
Additional services will not be performed without customer authorization.
If the customer approves and completes an eligible in-shop repair recommended by Level9 PC Solutions, 50% of the diagnostic fee may be credited toward repair labor.
The diagnostic credit applies only when shown on the written repair estimate or invoice. It does not apply to replacement parts, taxes, shipping, software, data services, outside services, customer-supplied parts, or other charges. The credit has no cash value, cannot exceed the eligible repair labor, and cannot create a refund or account balance.
4. Rush Diagnostic Service
Rush diagnostic service may be available for an additional disclosed fee, depending on technician availability, current workload, device condition, system complexity, and testing requirements.
Rush service gives the device priority placement in the diagnostic queue. It does not guarantee same-day service, next-day service, or completion by a particular date or time unless Level9 PC Solutions provides a specific commitment in writing.
The rush fee applies only to priority diagnostic handling. It does not expedite replacement-part availability, shipping, customer approvals, manufacturer or vendor responses, data recovery, repair work, or services performed by third parties.
The rush fee is separate from the regular diagnostic fee and is not eligible for a diagnostic credit. Once priority scheduling or rush diagnostic work begins, the rush fee is fully earned and non-refundable.
Payment of a rush fee does not guarantee that the reported issue will be found, reproduced, repaired, or resolved.
5. Non-Refundable Diagnostic Fees
Diagnostic fees are non-refundable once diagnostic work begins.
The diagnostic fee remains due even if no fault is found, the reported problem cannot be reproduced, the issue occurs intermittently, the device begins functioning normally, the issue is caused by external equipment or third-party software, required access information is unavailable, replacement parts cannot be obtained, the customer declines the recommended repair, or the device is considered uneconomical or impractical to repair.
The diagnostic fee is payment for the technician’s time, testing, equipment, and professional evaluation. It does not guarantee that every issue will be identified or that a repair will be possible.
6. Diagnostic Timeframes and Intermittent Issues
Most standard-device diagnostics include approximately one hour of active diagnostic labor. This does not mean that diagnostics will be completed within one hour of device drop-off.
Gaming and workstation computers typically require more extensive testing and may take approximately three to five business days to diagnose.
All diagnostic timeframes are estimates. Completion may be affected by current workload, device complexity, hardware condition, software corruption, intermittent symptoms, required passwords or encryption keys, extended stability testing, customer response time, or other circumstances outside the control of Level9 PC Solutions.
Some issues may occur intermittently or only under conditions that are not present during testing. Level9 PC Solutions does not guarantee that every reported issue can be reproduced, identified, or confirmed. The inability to reproduce a reported problem does not invalidate the diagnostic service or its associated fee.
Rush service provides priority handling but does not eliminate required testing or guarantee completion within a specific timeframe.
7. Ownership and Diagnostic Authorization
The customer confirms that they are the lawful owner of the device or are authorized by its lawful owner to request diagnostic service.
For business-owned or employer-owned equipment, the customer confirms that they have permission from the business or employer to deliver the device and authorize its evaluation.
The customer authorizes Level9 PC Solutions to power on, operate, open, disassemble, reassemble, connect, test, configure, update, and photograph the device as reasonably necessary to perform diagnostics.
This authorization may include accessing the operating system, installed applications, settings, system logs, user profiles, and files related to the reported problem. Level9 PC Solutions may also install temporary diagnostic utilities, update drivers or software, change settings, and temporarily disable programs that interfere with testing.
These actions do not authorize repairs or other separately billable services.
8. Passwords, Encryption, and Account Access
The customer may be required to provide passwords, administrator credentials, encryption recovery keys, software licenses, or other information necessary to access and test the device.
If the required information is not provided, diagnostics may be limited, delayed, or unavailable. Level9 PC Solutions is not responsible for diagnostic limitations or delays caused by locked accounts, encryption, multifactor authentication, incorrect credentials, inaccessible software, or unavailable recovery keys.
Credentials provided by the customer will be used only as reasonably necessary to perform the authorized service. Customers are encouraged to use temporary passwords when possible and change them after service is completed.
9. Software Issues, Findings, and Repair Authorization
Computer problems may be caused by software conflicts, operating system corruption, driver problems, malware, updates, damaged user profiles, unsupported applications, or third-party services.
Level9 PC Solutions cannot guarantee that every software-related issue can be fully identified or resolved. Normal troubleshooting may require changes to drivers, updates, startup programs, security settings, network settings, browser settings, software configurations, or operating system settings.
Level9 PC Solutions does not guarantee that all previous settings, software configurations, user preferences, or connected peripheral devices will function exactly as they did before service.
Level9 PC Solutions does not install, activate, support, or assist with unauthorized, pirated, counterfeit, or illegally obtained software. If such software is discovered, Level9 PC Solutions may decline further service or require that it be removed before continuing.
After diagnostics are completed, the customer will be informed of the available findings and, when appropriate, provided with a repair recommendation or estimate. No repairs, replacement parts, data services, or other additional billable work will be performed without customer authorization.
Diagnostic findings are based on conditions that are observable and reasonably testable at the time of evaluation. Additional problems may be discovered after the originally identified issue is corrected or repair work begins.
If the customer provides replacement parts, Level9 PC Solutions does not guarantee the quality, condition, authenticity, compatibility, warranty, or performance of those parts and is not responsible for failures or issues caused by customer-supplied parts.
10. Customer Data and Backup Responsibility
The customer is solely responsible for maintaining a current backup of all important data before delivering the device for diagnostic or repair service.
Diagnostic service does not include data backup, data recovery, data transfer, drive cloning, or verification of customer files unless one of those services is separately authorized.
Computers and storage devices may fail without warning. Files may already be damaged, corrupted, encrypted, infected, inaccessible, or permanently lost before service begins.
Although Level9 PC Solutions will take reasonable precautions, it is not responsible for data loss, corruption, alteration, or inability to access customer data unless caused by gross negligence or willful misconduct.
The customer authorizes Level9 PC Solutions to access system files, user accounts, applications, logs, and customer files only to the extent reasonably necessary to diagnose the reported issue. Customers should remove or secure sensitive information that is not required for service before delivering the device.
11. Existing Damage and Disassembly Risks
Devices that have been exposed to liquid, moisture, corrosion, smoke, excessive heat, power surges, contamination, insects, physical damage, prior repairs, modifications, or unsuccessful repair attempts may experience additional or unpredictable failures.
Liquid damage and corrosion may continue to cause deterioration even after the device appears dry or functional.
Modern laptops and electronic devices may contain adhesives, delicate clips, brittle plastic, bonded assemblies, damaged screw mounts, weakened housings, or other components that may crack, deform, separate, or break during normal disassembly.
Level9 PC Solutions will take reasonable care but is not responsible for damage caused by pre-existing conditions, aging materials, prior repairs, improper assembly, corrosion, strong manufacturer-applied adhesives, weakened components, or device designs that make normal service unusually difficult.
Devices may arrive with existing cracks, dents, scratches, worn connectors, missing components, damaged housings, or weakened plastic parts. Level9 PC Solutions is not responsible for pre-existing damage discovered during diagnostics or repair.
The customer should disclose all known liquid exposure, physical damage, prior repairs, modifications, and previous repair attempts before service begins.
12. No Guarantee and Limitation of Liability
Diagnostic service does not guarantee that the reported issue will be reproduced, every problem will be identified, a repair will be possible, replacement parts will be available, or the device will remain free from future failures.
A device may contain multiple problems. Correcting one issue may reveal another issue that could not reasonably be identified during the initial diagnostic evaluation.
To the fullest extent permitted by law, Level9 PC Solutions is not responsible for indirect, incidental, special, or consequential losses, including lost profits, lost business, lost productivity, loss of use, or loss of data.
Except for liability that cannot legally be limited or damage caused by gross negligence or willful misconduct, the total liability of Level9 PC Solutions related to diagnostic service will not exceed the amount paid for the service giving rise to the claim.
Payment of a rush fee does not increase the liability of Level9 PC Solutions or create a guaranteed diagnostic or repair completion date.
Terms of Service
Last Updated: 07/28/2026
PLEASE READ THE FOLLOWING TERMS OF SERVICE CAREFULLY.
These terms govern the provision of any computer support services (“Services”) provided by Level9 PC Solutions.
Level9 PC Solutions provides you with access to and use of the Services subject to your compliance with the Terms. Level9 PC Solutions reserves the right to refuse to provide the Services to anyone at any time without notice for any reason. You represent and warrant to us that you are at least 18 years old; you have the right, capacity and authorization necessary to legally bind yourself to the Terms.
1. AUTHORIZATION TO ACCESS YOUR COMPUTER
You acknowledge that by your use of the Services you are authorizing Level9 PC Solutions to access and control your computer for the purposes of computer diagnosis, service and repair.
In connection with delivering the services Level9 PC Solutions may download and use software, gather system data, take control of your computer and access or modify your computer settings. By accepting these terms, you hereby grant Level9 PC Solutions the right to connect to your computer, download, install and use software on your computer to gather system data, repair your computer, take control of your computer and change the settings on your computer while performing the services.
2. ESTIMATES
Any verbal quote given by Level9 PC Solutions is given as a guide based on limited information provided by a customer. A verbal quote is intended to give the customer an estimate on the price and not an assurance that the product or service will be sold at that price.
Any written quote will be provided by Level9 PC Solutions at that price. All written quotes are valid for only 7 days. Once work commences, after a technician has evaluated the system, should it appear that the cost to repair is more than quoted, no work will commence without explicit client approval.
3. LEGAL RIGHTS
The client is the legal owner or authorized representative of the legal owner of the property and all data and components contained therein sent to Level9 PC Solutions. You must be the owner, or have the permission of the owner, for us to work on your equipment. We will only take instructions for work from the designated owner. If equipment is left with Level9 PC Solutions and is not collected within thirty (30) days after we notify you that the requested service is complete, we will treat your equipment as abandoned and becomes the sole property of Level9 PC Solutions. You agree to hold Level9 PC Solutions harmless for any damage or claim for the abandoned property, which we may discard at our sole discretion. Any and all charges are still your responsibility.
If the equipment is not collected within this 30-day period, storage fees will begin to accrue at a rate of $2.50 per day, unless otherwise stated in writing.
4. SOFTWARE INSTALLATION
Level9 PC Solutions may need to download and or run software on your personal computer to help diagnose and resolve your personal technology problem. Level9 PC Solutions may need to reinstall software that was included as part of your computer’s original configuration. You agree that we may download and utilize Software from third party web sites or CD's and accept any applicable license agreements on your behalf. You acknowledge and agree that we may download and install trial versions of Software that will expire and cease to function after a certain period of time (usually thirty days) unless you purchase a license to continue using such Software.
5. BACKUP SERVICES & POTENTIAL DATA LOSS
While Level9 PC Solutions will make all reasonable efforts to safeguard the contents (data) stored on your computer, you understand and agree that prior to contacting or allowing Level9 PC Solutions to perform diagnostic, repair, or other services on your computer, it is your responsibility to back-up the data, software, information or other files stored on your computer disks and/or drives if you so desire. You acknowledge & agree that Level9 PC Solutions and/or its third-party service provider shall not be responsible under any circumstances for any loss, alteration, or corruption of any software, data or files
If you do not have a backup of your software and data, we can provide you with our data backup service at an additional cost. However, we cannot guarantee the integrity of the data when backing up.
6. CONFIDENTIALITY
Level9 PC Solutions agrees not to disclose any and all information or data files supplied with, stored on, or recovered from client's equipment except to employees or agents of Level9 PC Solutions subject to confidentiality agreements or as required by law.
7. UPGRADES
Level9 PC Solutions can supply manufacturer specific upgrades or spare parts on request. Please note however that we cannot guarantee compatibility with your current system or configuration. Level9 PC Solution will offer suggestions and advice on upgrades but is not liable for any compatibility issues.
8. PAYMENT TERMS
All work must be paid in full upon completion of service. If an amount remains delinquent seven (7) days after its issue date, a $34.99 fee will be applied to the invoice and an additional $34.99 penalty will be added for each week of delinquency, or the maximum permitted by law. In the event collection proves necessary, the client agrees to pay all fees incurred by that process.
IN NO EVENT SHALL EITHER PARTY BE LIABLE FOR INDIRECT, SPECIAL, OR CONSEQUENTIAL DAMAGES, INCLUDING LOSS OF PROFITS OR BUSINESS OPPORTUNITIES. IN NO EVENT SHALL LEVEL9 PC SOLUTIONS’ LIABILITY EXCEED THE AMOUNT PAID BY THE CLIENT FOR THE SERVICES OR PRODUCTS GIVING RISE TO THE CLAIM.
Product and hardware sales are governed by Level9 PC Solutions’ Terms and Conditions of Sale, including provisions related to ownership, retention of title until payment is made in full, risk of loss, and restrictions on the transfer or modification of unpaid equipment.
9. LIMITED LIABILITY
Level9 PC Solutions shall not be liable for any claims regarding the physical functioning of equipment/media or the condition or existence of data on storage media supplied before, during or after service.
In no event will Level9 PC Solutions be liable for any damage to the laptop/desktop/equipment, loss of data, loss of revenue or profits, or any special, incidental, contingent, or consequential damages, however caused, before, during or after service even if Level9 PC Solutions has been advised of the possibility of damages or loss to persons or property. Level9 PC Solutions liability of any kind with respect to the services, including any negligence on its part, shall be limited to the contract price for the services.
The client and Level9 PC Solutions agree that the sole and exclusive remedy for unsatisfactory work shall be, at Level9 PC Solution’s option, additional attempts by Level9 PC Solutions must be allowed to complete the work in a satisfactory manner, or refund of the amount paid by the client. The parties acknowledge that the price of Level9 PC Solutions services would be much greater if Level9 PC Solutions undertook more extensive liability.
The client is aware of the inherent risks of injury and property damage involved in laptop/desktop repair, including without limitation, risks due to destruction or damage to the machine, media, or data and inability to repair the machine or recover data, including those that may result from the negligence of Level9 PC Solutions, and assumes any and all known risks of injury and property damage that may result.
10. WARRANTY
Level9 PC Solutions offers the following warranty periods:
30-day warranty for labor
All work is covered by a labor only 30-day warranty. If the same problem re-occurs within 30 days of the original repair (stated on the invoice), Level9 PC Solutions will only charge for any additional parts that may be required. Excludes faults caused by software, virus/malware and end user errors.
1 year return-to-shop manufacturer’s warranty on new hardware
All hardware, software and/or equipment sold may be a third-party product or service. Any repair work carried out may be protected by the original manufacturer warranty.
3-month return-to-shop warranty on secondhand hardware
Equipment is only covered for faulty workmanship on parts, and for parts that fail due to manufacturing defects recognized by the component manufacturer. In the event that the Warranty parts are not available the client will be informed of the delay and the revised expected repair time. Warranty repairs are carried out under the terms of the manufacturer warranty conditions. Warranty parts are supplied by the equipment manufacturer.
If a warranty repair is found to be outside of the warranty terms, it will be deemed as a "Non-Warranty Repair" and charges will be applicable.
NON-WARRANTY REPAIRS
Whilst every effort is made to repair within a few days, it is subject to parts availability. All parts used on non-Warranty repairs are manufacturer supplied unless otherwise requested.
WARRANTY EXCLUSIONS
Warranty does not include accidental damage. e.g., liquid damage (90% of keyboard faults are due to liquid spillage), cabinet or component breakage due to misuse. Damage caused by power surges or spikes, including and not limited to, mains power and telecommunications connections, or to other unspecified sources, voltage fluctuation, amperage fluctuation, rust or corrosion, are not covered under warranty.
Warranties do not cover loss or damage due to negligence, accidents, theft, flood, fire, earthquakes, electrical storms or any other act of God or any war related events.
The warranty on any hardware will be voided if any sticker placed on the warrant able equipment is removed, broken or tampered with. This warranty does not cover failure of equipment due to the system not being serviced adequately, or failure from “fair wear and tear”. This warranty does not cover repairs for the replacement of parts due to incompatibility. The warranty holder will be liable to pay for these repairs.
Last Updated: 03/06/2026
Terms and Conditions of Sale
PLEASE READ THIS DOCUMENT CAREFULLY. IT CONTAINS IMPORTANT INFORMATION ABOUT YOUR RIGHTS AND OBLIGATIONS, AS WELL AS LIMITATIONS AND EXCLUSIONS THAT MAY APPLY TO YOU.
This Agreement contains the terms and conditions that apply to your purchase from Level9 PC Solutions entity named on the invoice (“Level9 PC Solutions”) that will be provided to you (Purchaser) on orders for computer systems, related products, services and support sold in the United States. By accepting delivery of the computer system(s), other products and or services and support described on that invoice, Customer agrees to be bound by and accepts these terms and conditions. THESE TERMS AND CONDITIONS APPLY, UNLESS (i) THE CUSTOMER HAS SIGNED A SEPARATE PURCHASE AGREEMENT WITH Level9 PC Solutions, IN WHICH CASE THE SEPARATE AGREEMENT SHALL GOVERN OR (ii) OTHER Level9 PC Solutions STANDARD TERMS APPLY TO THE TRANSACTION. These terms and conditions are subject to change and will take effect upon posting on Level9 PC Solutions website of the update to the terms and conditions.
1. PRICING, SPECIFICATIONS & AVAILABILITY
Prices, specifications, and availability of products are subject to change without notice. Changes will not affect orders that have already been accepted. Due to the volatile nature of the computer market, descriptions may not reflect current technical information. Any typographical, photographic, or specification error in product, pricing, or offers is subject to correction. Published prices do not include shipping and insurance.
In the event of stock unavailability, if a customer has chosen to purchase and wait for stock, the prices are fixed at the time of sale.
2. PURCHASE AND SALE
The party whose name appears after the heading (Bill To:) is the Purchaser, and hereby orders from Level9 PC Solutions (Level9 PC Solutions), the product(s) listed on the order invoice. Level9 PC Solutions agrees to sell the product(s) upon the terms and conditions contained in this document. Purchaser shall be deemed to have agreed to all terms and conditions contained in this document, if Purchaser fails to object thereto in writing, before the earliest of the following times: (I) When Purchaser pays for the product(s), or (II) When Purchaser accepts delivery of the product(s).
3. PURCHASE PRICE
Purchaser shall pay the total purchase price plus any applicable shipping and handling as specified on the invoice and any sales, or other applicable taxes levied on or measured by such purchase price or arising from the use of the product(s) and any parts or maintenance supplied, including, without limitation, any additional sales, use, gross receipts, privilege, excise, value added, or personal property taxes unless otherwise specified in writing in this document.
3A. OWNERSHIP, RISK OF LOSS, AND RESTRICTIONS ON USE
All products, hardware, and equipment sold by Level9 PC Solutions remain the sole property of Level9 PC Solutions until payment is received in full.
Risk of loss or damage to the product(s) shall pass to the Purchaser upon delivery or collection, regardless of payment status.
Until payment is made in full, Purchaser agrees not to sell, transfer, lease, encumber, modify, or otherwise dispose of the product(s) without the prior written consent of Level9 PC Solutions.
If payment is not received in full by the applicable due date, Level9 PC Solutions reserves the right, to the fullest extent permitted by law, to recover or repossess any unpaid product(s). Purchaser agrees to cooperate with any lawful recovery or repossession efforts. Any costs associated with such recovery may be charged to the Purchaser.
Title to the product(s) shall transfer to the Purchaser only after full payment has been received and cleared.
4. ORDER ACCEPTANCE POLICY
Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. Level9 PC Solutions reserves the right at any time after receipt of your order to accept or decline your order for any reason. Level9 PC Solutions reserves the right at any time after receipt of your order, without prior notice to you, to supply less than the quantity you ordered of any item unless total fulfillment of product is specified on the order. We may require additional verification or information before accepting any order. Dispute of Charges is not acceptable. If there is anything wrong with the merchandise, please contact customer service for more information.
5. ORDERS FOR COLLECTION
Customers must collect all orders within two months of the invoice date
6. CANCELLATIONS AND RETURN POLICY
Purchaser shall inspect the product(s) at the time of collection and shall notify Level9 PC Solutions of any defects or discrepancies within seven (7) days of the receipt of product(s). Absent such notification, the Purchaser shall be deemed to have accepted the product(s). Level9 PC Solutions is not liable for any damage caused once product(s) are deemed accepted.
Any defective product(s) that are returned to Level9 PC Solutions must be adequately and securely packaged by the Purchaser prior to shipment. Purchaser must include original box, packaging, all manuals, drivers and accessories and original receipt for all refunds, exchanges, and warranty repair services.
A $35 labor fee will be assessed if the products are returned and found to be non-defective.
Level9 PC Solutions reserves the right to replace defective parts with equivalent parts, new or refurbished, as Level9 PC Solutions deems necessary. Level9 PC Solutions will refund purchases within 7 days of receipt in most instances. We reserve the right to withhold any refund after 7 days.
Products that have been subjected to abuse, misuse, alteration, neglect or unauthorized repair or installation, as determined solely by Level9 PC Solutions, are not covered by this warranty. Any alterations, additions, improvements or attachments to the product(s) not authorized in writing by Level9 PC Solutions shall be deemed to be a waiver of this warranty by Purchaser and shall render this warranty null and void. Level9 PC Solutions shall return repaired or replaced product(s) to Purchaser, at its expense, via regular ground service within the 48 contiguous United States. Shipping charges by all other methods and to all other destinations shall be borne by Purchaser. The warranty does not extend beyond the original purchase of product(s) from Level9 PC Solutions. Any equipment used in conjunction with products purchased from Level9 PC Solutions is not covered under this warranty.
Claims for defective products over 7 days from the date of invoice are not covered under this policy. Defective products and claims over 7 days from the date of invoice must be sent back to the manufacturer to be covered under their warranty terms and conditions. No exchange, refunds or swap-overs are permitted for fault claims over 7 days.
Acceptance of purchased returns that are free of defects is purely at Level9 PC Solutions discretion. Refund of this purchase will be by way of a credit note only. A 10% handling fee with a minimum of $10 will be charged.
Due to the nature of Software and Games, we are only able to offer a refund for these items if they are unused. The unique license must not have been activated. Refunds on software and games that have been opened, used or activated are available only if the disk is faulty or damaged.
7. LIMITED HARDWARE WARRANTY POLICY
A Limited Hardware Warranty generally provides a warranty that the Product is free from material defects in materials and workmanship that cause product failure during fair and reasonable usage of the Product for the warranty period.
Generally, a Limited Hardware Warranty does not apply to product failure due to, but not limited to, the following reasons:
• Improper installation or handling or non-compliance with instruction manual or other warranty provider instructions.
• Accident, abuse, misuse, neglect, normal wear and tear, corrosion, physical damage, rusting and staining, and all other forms of improper usage.
• Damage from external causes and natural disaster, such as flood, storm, fire, sand, dirt, earthquake, an Act of God, exposure to sunlight, weather effect, lightning, moisture, water, liquid, heat, vibration, corrosive environment, electrical surge, battery leakage, theft or damage caused by the connection to other products not recommended for interconnection.
• Any Product that has had its serial number altered, defaced or removed.
• Insufficient or excessive electrical supply.
• Abnormal mechanical or environmental conditions.
• Unauthorized disassembly, alterations, repairs or modifications.
• Damage to the Product or it being rendered ineffective due to putting in, using, or attempting to put in or use, products/modules/parts/components that are: (i) not designed to specifications provided in the user guide or at our web site, (ii) incompatible with the Product, and/or (iii) counterfeit products/modules/parts/components. Whether a product/module/part/component is incompatible, or a counterfeit shall be at our sole determination.
• Installation of any incompatible third-party application or any corrupted application or content that affects the Product’s software or firmware.
• Damage or loss of data due to (i) interoperability with current and/or future versions of operating systems or other current and/or future software and hardware, (ii) a computer virus, worm, Trojan horse or memory content corruption, or (iii) malfunction of or defect in the Product.
• In the case of communications products, the use of the Product outside the borders of the country that it is intended for (as indicated by any local telecommunication approval stickers).
Level9 PC Solutions and the provider of the Limited Hardware Warranty shall not be liable for:
• Loss of data during the use or attempted use of the Product or any of our or our affiliated companies’ service(s). Data retrieval or recovery is not covered under this warranty and is not part of the warranty repair or exchange process.
• Damage to other products, including but not limited to personal computers, used with the Product.
• Third party charges and costs incurred by You for troubleshooting, removing, servicing, repairing or installing any Product(s) or Software or third party-branded products or software.
• Damage resulting from a third party-branded product or software that causes the Product to fail.
• Any consequential, indirect or incidental damages, lost profits, lost savings, loss of business investments, loss of goodwill, or interference with business relationships as a result of lost data and from the usage of the Product or any of our or our affiliated companies’ service(s).
• Any period of time the Product is at the service center or in transit. Purchaser’s citing this period of time in an attempt to extend the warranty period shall have no effect.
The Limited Hardware Warranty may give Purchaser specific legal rights. Purchasers may also have other rights, which vary from state to state and country to country. The terms of the Limited Hardware Warranty generally do not exclude such rights. Some states and countries disallow limitations on how long an implied warranty lasts, or the exclusion or limitation of incidental or consequential damages or the exclusion of liability for injury (including death) caused by negligence, so the above limitations or exclusions may not apply to Purchaser depending on the relevant jurisdiction.
Please refer to any Limited Hardware Warranty or other warranty documentation accompanying Your Product for more specific terms and conditions.
In the event of any conflict with the terms of this policy, the terms of the Limited Hardware Warranty or other warranty document accompanying Your Product shall govern.
EXCEPT AS OTHERWISE EXPRESSLY PROVIDED HEREIN, Level9 PC Solutions DISCLAIMS AND MAKES NO OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ANY WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE OR OF MERCHANTABILITY. IN NO EVENT SHALL LEVEL9 PC SOLUTIONWARRANTY
Level9 PC Solutions offers the following warranty periods:
30-day warranty for labor
All work is covered by a labor only 30-day warranty. If the same problem re-occurs within 7 days of the original repair (stated on the invoice), Level9 PC Solutions will only charge for any additional parts that may be required. Excludes faults caused by software, viruses and end user errors
1 year return-to-shop manufacturer’s warranty on new hardware
All hardware, software and/or equipment sold may be a third-party product or service. Any repair work carried out may be protected by the original manufacturer warranty
3-month return-to-shop warranty on secondhand hardware
Equipment is only covered for faulty workmanship on parts, and for parts that fail due to manufacturing defects recognized by the component manufacturer. In the event that the Warranty parts are not available the client will be informed of the delay and the revised expected repair time. Warranty repairs are carried out under the terms of the manufacturer warranty conditions. Warranty parts are supplied by the equipment manufacturer.
If a warranty repair is found to be outside of the warranty terms, it will be deemed as a "Non-Warranty Repair" and charges will be applicable.
NON-WARRANTY REPAIRS
Whilst every effort is made to repair within a few days, it is subject to parts availability. All parts used on non-Warranty repairs are manufacturer supplied unless otherwise requested.
WARRANTY EXCLUSIONS
Warranty does not include accidental damage. e.g., liquid damage (90% of keyboard faults are due to liquid spillage), cabinet or component breakage due to misuse. Damage caused by power surges or spikes, including and not limited to, mains power and telecommunications connections, or to other unspecified sources, voltage fluctuation, amperage fluctuation, rust or corrosion, are not covered under warranty.
Warranties do not cover loss or damage due to negligence, accidents, theft, flood, fire, earthquakes, electrical storms or any other act of God or any war related events.
The warranty on any hardware will be voided if any sticker placed on the warrantable equipment is removed, broken or tampered with.
This warranty does not cover failure of equipment due to the system not being serviced adequately, or failure from “fair wear and tear”. This warranty does not cover repairs for the replacement of parts due to incompatibility. The warranty holder will be liable to pay for these repairs.
8. PAYMENT TERMS
All work must be paid in full upon completion of service. If an amount remains delinquent 7 days after its issue date, $34.99 fee will be applied to the invoice and an additional 3 percent penalty will be added for each week of delinquency, or the maximum permitted by law. In case collection proves necessary, the client agrees to pay all fees incurred by that process. IN NO EVENT SHALL EITHER PARTY BE LIABLE FOR INDIRECT, SPECIAL OR CONSEQUENTIAL DAMAGES SUCH AS LOSS OF PROFITS OR BUSINESS OPPORTUNITIES, AND IN NO EVENT SHALL LEVEL9 PC SOLUTIONS LIABILITY EXCEED THE PURCHASE PRICE OF THE PRODUCT(S).
9. DOA Policy
Any new, unused, unsold, undamaged product that is proven to be defective within 7 days of the invoice date shall be deemed as Dead-on-Arrival ("DOA"), subject to verification by Level9 PC Solutions.
DOA products MUST be claimed with Level9 PC Solutions within 7 days of the invoice date. All product(s) requested and authorized as return for DOA (Dead on Arrival) must be received by Level9 PC Solutions within the 30 days of original purchase date.
Level9 PC Solutions reserves the rights to repair, exchange or issue credit to Purchaser on DOA
Last Updated: 07/19/2026
Remote Support Service Terms and Conditions
1. Remote Support Service
Remote support allows Level9 PC Solutions to assist the customer through an internet connection without physically visiting the customer’s location or taking possession of the device.
Remote support may include troubleshooting Windows, software, drivers, updates, user accounts, printers, email applications, network connections, malware concerns, system performance, and other issues that can reasonably be addressed remotely.
Remote support is provided as one-time break/fix or technical assistance. It does not include ongoing monitoring, managed IT services, guaranteed response times, cybersecurity monitoring, backup monitoring, or continuing maintenance unless those services are included in a separate written agreement.
Level9 PC Solutions currently provides remote support for supported Windows computers. Remote hardware repair and physical installation services are not available through a remote session.
2. Remote Support Limitations
Some issues cannot be properly diagnosed or repaired remotely. Remote support may be limited or unavailable when the device will not start, cannot connect to the internet, has severe operating system corruption, has failing hardware, requires physical disassembly, or cannot run the remote support software.
Level9 PC Solutions may recommend in-shop or onsite service if the issue cannot be safely or effectively handled remotely. Payment for remote assistance already performed remains due even when the issue requires another type of service.
Remote support does not guarantee that every problem can be identified, reproduced, repaired, or permanently resolved.
3. Customer Authorization
The customer confirms that they are at least 18 years old and are the lawful owner of the device or are authorized by the lawful owner to request service.
For a business-owned or employer-owned device, the customer confirms that they have permission to request support, provide access to the device, approve changes, and authorize applicable charges.
The customer authorizes Level9 PC Solutions to remotely view and control the device and to access the operating system, applications, settings, system logs, connected devices, and files reasonably related to the reported issue.
The customer also authorizes Level9 PC Solutions to perform reasonable troubleshooting actions, including changing settings, installing or removing diagnostic utilities, updating drivers or software, disabling conflicting programs, restarting the device, and making other changes necessary to diagnose or resolve the reported problem.
This authorization applies only to the requested support session and does not authorize unrelated work or additional charges that have not been disclosed and approved.
4. Remote Connection Software
The customer may be required to download and run a remote support utility, such as Splashtop SOS, from a link provided by Level9 PC Solutions.
The customer may be required to provide a temporary session code before access can begin. The customer should not provide a remote access code to anyone other than Level9 PC Solutions.
Remote support sessions are performed by Level9 PC Solutions and will not be outsourced to an unrelated third party without the customer’s knowledge and permission.
The customer may end the remote session at any time by closing the remote support application, disconnecting the device from the internet, or instructing the technician to disconnect. Ending the session does not remove responsibility for time already used or work already performed.
Temporary remote support software may leave program files, downloads, logs, or related components on the device after the session. The customer may remove these components after service unless instructed otherwise.
5. Customer Participation and Responsibilities
The customer must provide accurate information about the reported problem and disclose any known hardware failures, malware infections, prior repair attempts, recent system changes, or other conditions that may affect the service.
Unless unattended access is separately authorized, the customer or an authorized representative must remain reasonably available during the session to answer questions, provide passwords, approve changes, restart equipment, or physically interact with the device when needed.
The customer is responsible for having lawful access to all accounts, devices, networks, software, and information involved in the support request. Level9 PC Solutions will not bypass security protections, account ownership requirements, licensing restrictions, or access controls without proper authorization.
The customer should close private documents and applications that are not relevant to the service. Sensitive information may become visible while the technician controls the screen. The customer may ask the technician to pause viewing before entering a private password, payment number, or other sensitive information.
6. Internet and Technical Requirements
Remote support requires a stable internet connection. A connection of at least 10 Mbps download and 5 Mbps upload is recommended. A minimum connection of approximately 5 Mbps download and 2 Mbps upload may be sufficient for basic support, but performance may be limited.
The customer should test the internet connection before prepaying or beginning the session. Slow speeds, high latency, wireless interference, service outages, or an unstable connection may cause delays, disconnections, or an inability to complete the service.
Level9 PC Solutions is not responsible for delays or unsuccessful sessions caused by the customer’s internet service, network equipment, power service, device condition, third-party services, or other conditions outside the control of Level9 PC Solutions.
Time spent diagnosing connection problems or repeatedly reconnecting may count as billable service time when the problem is caused by the customer’s device, network, internet connection, or third-party provider.
7. Service Fees and Billing
Residential remote support is billed at $69.99 and business remote support is billed at $99.99. The applicable initial fee includes up to the first 60 minutes of remote support unless a different price or service scope is disclosed before payment.
Time exceeding the included 60 minutes is billed in 15-minute increments at the rate disclosed to the customer before service begins. Partial increments may be rounded up to the next 15-minute interval.
Before continuing beyond the included time, Level9 PC Solutions will request authorization from the customer unless the customer has already approved extended billing.
Billable time may include consultation, reviewing the reported issue, establishing the remote connection, troubleshooting, testing, installing updates, restarting the device, verifying results, and explaining recommendations.
Payment may be required before the session begins. By providing a payment method and approving service, the customer authorizes Level9 PC Solutions to charge the agreed initial fee and any additional time or services subsequently approved by the customer.
8. Refunds and Interrupted Sessions
The initial remote support fee becomes earned and non-refundable once the scheduled session or technical work begins.
The fee remains due when the reported issue cannot be reproduced, the customer does not provide required access, the device or internet connection prevents completion, the customer ends the session early, the recommended solution is declined, or the issue requires in-shop, onsite, manufacturer, or third-party service.
If Level9 PC Solutions cancels the service before the remote session or technical work begins, any prepaid remote support fee will be refunded.
When a session is interrupted by a temporary technical problem, Level9 PC Solutions may attempt to reconnect or continue the service at another agreed time. Time already spent diagnosing or working on the issue remains billable.
9. Passwords, Accounts, and Encryption
The customer may be required to provide a Windows password, administrator credential, encryption recovery key, software license, or other access information necessary to perform the requested service.
Remote support may be limited or unavailable if the customer cannot provide the required access. Level9 PC Solutions is not responsible for delays or incomplete service caused by incorrect passwords, locked accounts, multifactor authentication, encryption, unavailable recovery keys, or third-party account restrictions.
Credentials provided by the customer will be used only as reasonably necessary to perform the authorized service. Customers are encouraged to create temporary passwords when possible and change them after service is completed.
Level9 PC Solutions will not request access to banking, financial, medical, or other unrelated accounts unless access is directly required for the service requested and separately authorized by the customer.
10. Customer Data and Backup Responsibility
The customer is solely responsible for maintaining a current backup of all important files before remote support begins.
Remote support does not include data backup, data recovery, data transfer, drive cloning, or verification of customer files unless one of those services is separately disclosed and authorized.
Computers, storage devices, operating systems, and software may fail without warning. Although Level9 PC Solutions will take reasonable precautions, it is not responsible for data loss, corruption, alteration, deletion, or inaccessibility unless caused by gross negligence or willful misconduct.
The customer should inform Level9 PC Solutions before service begins if the device contains important data that has not been backed up or if a proposed troubleshooting step could affect files, applications, or system settings.
11. Software, Updates, and Third-Party Services
Troubleshooting may require changes to applications, drivers, updates, startup programs, browser settings, security software, network settings, default applications, or operating system configurations.
Level9 PC Solutions does not guarantee that every previous setting, preference, application, peripheral device, or third-party service will operate exactly as it did before the session.
The customer is responsible for maintaining valid software licenses and subscriptions. Any charges imposed by software vendors, manufacturers, internet providers, cloud services, or other third parties are separate from Level9 PC Solutions’ service fees.
Level9 PC Solutions does not install, activate, support, or assist with pirated, counterfeit, illegally obtained, or improperly licensed software. Service may be declined or discontinued if such software is discovered.
Third-party software, websites, cloud platforms, internet providers, and manufacturers operate outside the control of Level9 PC Solutions. Level9 PC Solutions is not responsible for their outages, changes, restrictions, security requirements, licensing decisions, or discontinued services.
12. Security and Privacy
Level9 PC Solutions will take reasonable measures to protect the customer’s information and limit access to what is necessary to provide the requested service.
Remote support inherently involves transmitting screen images, keyboard and mouse input, system information, and other technical data across an internet connection. No remote access technology or internet transmission can be guaranteed to be completely risk-free.
The customer is responsible for using a trusted network and ensuring that unauthorized persons cannot view or interfere with the session.
Level9 PC Solutions may view personal or business information that appears on the screen or is stored in locations related to the reported issue. Level9 PC Solutions will not intentionally access unrelated customer files or accounts except when reasonably necessary to complete the authorized service.
13. Regulated and Sensitive Environments
Remote support is not offered as a regulatory compliance service and does not certify that the customer or device complies with HIPAA, CMMC, PCI DSS, CJIS, or any other industry or government standard.
Customers are responsible for notifying Level9 PC Solutions before service begins if the device stores, processes, or provides access to legally regulated or highly sensitive information.
Level9 PC Solutions may limit or decline remote service when the requested work would require compliance controls, contractual obligations, security clearances, or data-handling procedures that have not been separately reviewed and agreed to in writing.
14. No Guarantee of Outcome
Level9 PC Solutions will make reasonable efforts to diagnose and resolve the reported issue but does not guarantee that remote support will identify every problem, completely repair the device, prevent future failures, improve performance to a particular level, or make unsupported hardware or software compatible.
Some devices contain multiple problems. Correcting one issue may reveal another issue that could not reasonably be identified at the beginning of the session.
Recommendations are based on the device’s observable condition and available information at the time of service.
15. Limitation of Liability
To the fullest extent permitted by law, Level9 PC Solutions is not responsible for indirect, incidental, special, or consequential damages, including lost profits, lost business, lost productivity, loss of use, loss of access, or loss of data.
Level9 PC Solutions is not responsible for failures or losses caused by pre-existing hardware or software conditions, customer actions, internet or power interruptions, malware, third-party services, unsupported software, manufacturer defects, or changes made outside the authorized remote session.
Except for liability that cannot legally be limited or damage caused by gross negligence or willful misconduct, the total liability of Level9 PC Solutions arising from remote support will not exceed the amount paid for the service giving rise to the claim.
16. Acceptance of Terms
By requesting remote support, submitting the remote support form, checking the required agreement box, providing electronic approval, or allowing the remote connection to begin, the customer confirms that they have read, understand, and agree to these Remote Support Service Terms and Conditions.
The customer also confirms that they are authorized to request service, authorize remote access, approve applicable charges, and permit reasonable changes to the device as described in these terms.
Compliance and Service Limitations
Level9 PC Solutions is not currently configured to provide IT services for organizations, systems, or devices that require specialized regulatory, contractual, or industry compliance.
This includes systems that store, process, transmit, or provide access to:
• Protected health information or other regulated medical information
• Client tax, financial, lending, or regulated accounting information
• Student education records
• Federal Contract Information or Controlled Unclassified Information
• Criminal justice or law enforcement information
• Payment card information or point of sale systems
• Other information subject to specialized security or compliance requirements
Level9 PC Solutions does not currently enter into Business Associate Agreements or provide services requiring HIPAA, CMMC, DFARS, FAR, FERPA, CJIS, PCI DSS, the FTC Safeguards Rule, or similar compliance standards.
Healthcare providers, dental offices, accounting and tax firms, financial institutions, schools, government agencies, government contractors, subcontractors, and other regulated organizations must disclose all applicable compliance, contractual, cybersecurity, and data handling requirements before service is scheduled.
Service may be declined or discontinued when the requested work could provide access to regulated information, affect a compliance controlled environment, or create responsibilities outside the services and security controls currently offered by Level9 PC Solutions.