Terms of Service

On This Page

1. Who We Are
2. Agreeing to These Terms
3. Who Can Use Our Services
4. What We Do
5. What We Do Not Do
6. How Sessions Work
7. Connecting to Your Device
8. Passwords and Private Information
9. Your Part
10. Backups and Your Data
11. Buying for Someone Else
12. Prices and Payment
13. One Hour Session
14. Yearly Membership
15. Renewal and How to Cancel
16. Refunds
17. Moving or Missing a Session
18. Fair Use of Quick Help
19. Help With Scams and Fraud
20. Other Companies and Their Products
21. Our Promise About Our Work
22. Limits on What We Are Responsible For
23. Call Recordings and Notes
24. Respect
25. When We May Stop Service
26. Payment Disputes
27. Emails and Messages From Us
28. Using This Website
29. Your Privacy
30. Changes to These Terms
31. The Law That Applies and Solving Problems
32. Other Legal Details
33. Contact Us

1. Who We Are

Friendly Fix is a business based in Ontario, Canada. We give remote tech help and lessons to older adults and their families across Canada.

In these terms, "Friendly Fix", "we", "us" and "our" mean Friendly Fix and the people who work for us. "You" and "your" mean the person who buys or uses our services.

You can reach us at (437) 979 2576 or support@tryfriendlyfix.com. Our hours are Monday to Friday, 12 pm to 7 pm Eastern Time.

2. Agreeing to These Terms

These terms are a legal agreement between you and Friendly Fix. You agree to them when you do any of these things:

• Buy a session or membership, online or through a payment link we send you.
• Let us connect to your device.
• Use our help in any other way.

Please read these terms before you buy. If you do not agree, please do not buy or use our services. If you have a question about any part, call us before you buy. We are happy to explain.

Our Privacy Policy is part of these terms. It explains how we handle your personal information.

3. Who Can Use Our Services

• You must be at least 18 years old to buy from us.
• Our services are for people in Canada. We do not sell to people outside Canada.
• Our services are for personal use at home. They are not for businesses, offices or company devices. If you want help for a business, call us first.
• We give help in English only.
• You must be able to agree to these terms yourself, or have the legal right to agree for the person you are buying for.

4. What We Do

We help you use your smartphone, tablet, computer and other home devices. For example, we can:

• Teach you how to use your device, apps and settings.
• Find and fix problems with your device or apps.
• Set up a new device, app or service.
• Help with email, video calls, texting and photos.
• Help you use online health portals, online shopping and other websites.
• Help you spot scams and make your device safer.
• Help reset passwords for your own accounts.

All of our help is remote. That means we help by phone, and with your permission, by connecting to your screen over the internet. We do not come to your home.

We will do our best to solve every problem. But some problems cannot be fixed remotely, or cannot be fixed at all. For example, a broken screen, a failing battery or a problem caused by another company's service. If that happens, we will tell you plainly and suggest your next step.

5. What We Do Not Do

• We do not repair hardware. We do not open devices or replace parts.
• We do not sell devices, software or internet service.
• We do not give financial, legal, medical or tax advice. We can show you how to use a website, such as your bank's or doctor's. The choices you make there are your own.
• We do not manage your money. We will not move money, make payments or make purchases for you. We can show you how to do it yourself, while you stay in control.
• We are not an emergency service. In an emergency, call 911.
• We will not help with anything illegal. This includes getting into a device or account that is not yours, getting around passwords or locks without the owner's permission, copying paid content you do not have the right to use, or watching or tracking another person without their knowledge.
• We will not install software that we believe is unsafe or that you do not have the right to use.

6. How Sessions Work

• After you buy, we call you to book a time. You can also call us to book.
• At the start of each session, we talk with you about what you need.
• If we need to see your screen, we ask your permission first. See section 7.
• We fix the problem, set something up or teach you, step by step.
• At the end, we disconnect from your device. We may send you a short summary of what we did.

We do our best to give you the same person each time. We cannot promise it.

We will try hard to call at the time we booked. Sometimes calls run late. If we need to change your time, we will tell you as soon as we can and book a new time that works for you.

7. Connecting to Your Device

To see your screen, we use remote access software. This is a safe, common tool that lets us see your screen over the internet. Here is how we use it:

• Only with your permission. We never connect unless you say yes during that call. You give permission again each time.
• Only when we are on the phone with you, or when you have asked us to and agreed to it ahead of time.
• You stay in control. You can watch everything we do. You can tell us to stop at any time, and we will stop right away. You can also end the connection yourself at any time.
• We disconnect at the end of every session.
• We only look at what we need to help you. We do not open your files, photos, emails or messages unless you ask us to, or we need to with your permission to fix the problem.
• We do not copy or keep your files. If a task needs files to move, such as photos to a new phone, we move them only between your own devices and accounts, and only when you ask.

The remote access tool may stay on your device after the session so we can help you faster next time. It cannot be used to connect to your device without you saying yes. If you want it removed, just ask and we will show you how.

Never let anyone connect to your device if they called you first and you did not expect it. We only connect when you called us, or when we call you at a time you booked.

8. Passwords and Private Information

• We will never ask for your bank card number, your banking password or your banking PIN.
• We will never ask you to pay with gift cards, Bitcoin or a wire transfer.
• When a password is needed, we will ask you to type it yourself. If you choose to tell us a password to finish a task, we will use it only for that task and will not write it down or keep it. We suggest you change it after the session.
• While we are on your screen, we may see personal information by chance, such as an email or a photo. We will look away from anything we do not need, and we keep anything we see private. You can close anything private before we connect.

If someone says they are from Friendly Fix and asks for any of these things, hang up and call us at (437) 979 2576.

9. Your Part

To get the most from our help, you agree to:

• Give us true and complete information about yourself and the problem.
• Only ask for help with devices and accounts that you own, or that you have the right to use and change.
• Have your device charged, turned on and connected to the internet at the time of your session, when you can.
• Have any passwords you need ready, or be ready to reset them with us.
• Follow the terms of the other companies whose devices, apps and services you use.
• Not record our calls without telling us first.

10. Backups and Your Data

We are careful with your device. Still, some tasks have risk. Updates, resets and setting up new devices can sometimes lose data. Old devices can also fail on their own at any time.

• Before we start a task with a real risk of losing data, we will tell you and ask if you want to go ahead.
• If you do not have a backup, we can help you make one first.
• Please keep a backup of anything important to you, such as photos, contacts and documents.

We are responsible if you lose data because we were careless. We are not responsible for data you lose because of a problem we did not cause, such as a device that was already failing, or a choice you made after we told you the risk. See section 22.

11. Buying for Someone Else

Many people buy our help for a parent or loved one. We call the person who pays the "buyer" and the person we help the "client".

• The buyer must have the client's permission to give us their name, phone number and other details.
• We will only help the client if the client agrees to get help from us. The client gives permission to connect to their device, not the buyer.
• We treat what we learn in the session as the client's private information. We share visit summaries with the buyer only if the client says yes. The client can change their mind at any time.
• If the buyer has power of attorney or is a legal guardian, please tell us. We may ask to see proof before we act on their instructions.
• The buyer is responsible for payment. Refunds go back to the card or account that paid.
• If the client does not want our help, the buyer can ask for a refund under section 16.

12. Prices and Payment

• All prices are in Canadian dollars.
• We do not charge sales tax at this time. If that changes, we will update our prices and these terms, and tell members before their next renewal.
• We take payment online through Stripe, a trusted payment company. We do not see or keep your full card number.
• If you call us to buy, we text or email you a secure Stripe payment link. We never ask for your card number over the phone.
• You must pay before your session or membership starts.
• We may change our prices for new purchases at any time. A price change will not affect a session or membership you already paid for. Members get notice before a new price applies to them. See section 15.
• If a price on our website is wrong because of a clear mistake, we will tell you before we charge you. You can then choose to pay the correct price or cancel for a full refund.

13. One Hour Session

• The One Hour Session is $80.
• It gives you up to one hour of one on one help, in one session.
• If we finish early, the rest of the hour cannot be saved for later.
• If your problem needs more than one hour, we will tell you before the hour is up. You can then choose to book another session. We will never charge you for more time without asking first.
• Please book and use your session within 12 months of buying it. If you cannot, call us and we will work something out.

14. Yearly Membership

The Yearly Membership is $240 a year. It works out to $20 a month, but it is paid once a year. It includes:

• One 90 minute Get Started session. We get to know you and your devices and help with your first needs. It must be used in the first year of your membership. It does not carry over to the next year.
• Unlimited Quick Help calls, up to 30 minutes each, during our hours. See section 18 for fair use.
• Help with all your devices, meaning the devices you own and use yourself.

A membership is for one person. It cannot be shared, sold or moved to another person. If you want help for two people, each person needs their own membership.

Your membership year starts on the day you pay.

15. Renewal and How to Cancel

Your membership renews by itself every year until you cancel. On the renewal date, we charge the card you used, at the price that applies at that time.

• Reminder: We email you a reminder about 30 days before your renewal date. It shows the date and the amount.
• Price changes: If the price will change, we tell you at least 30 days before your renewal date. You can cancel before then if you do not want to pay the new price.
• How to cancel: Call us at (437) 979 2576 or email support@tryfriendlyfix.com at any time. You do not have to give a reason. We confirm your cancellation by email.
• When it ends: If you cancel, your membership will not renew. You keep your membership benefits until the end of the year you paid for.
• Forgot to cancel? If your membership renews and you did not want it to, contact us within 14 days of the renewal date. If you have not used your membership since it renewed, we will give you a full refund.
• Card problems: If your renewal payment does not go through, we will contact you. If we cannot collect payment within 14 days, your membership will end.

16. Refunds

One Hour Session

• If you have not had your session yet, you can ask for a full refund at any time.
• Once your session has taken place, it cannot be refunded. But if you are not happy with it, tell us within 14 days. We will make it right, either by helping again at no cost or by giving you a refund.

Yearly Membership

• If you cancel within 14 days of paying, we give you a full refund.
• If you used your 90 minute Get Started session in those 14 days, we keep $75 and refund the rest.
• After 14 days, the membership fee for the current year cannot be refunded. You keep your benefits until the end of that year.
• For refunds after a renewal, see section 15.

How refunds are paid

• Refunds go back to the card or account you paid with.
• We send refunds within 5 business days after we approve them. Your bank may take a few more days to show it.
• If we end your service without a good reason under section 25, we refund the unused part of what you paid.

These refund rules do not take away any right to a refund you have under the law.

17. Moving or Missing a Session

• To move a session, please give us at least 24 hours notice by phone or email. There is no charge to move a session with notice.
• If you miss a session without telling us, or you tell us less than 24 hours before, we may count it as used. We know life happens. If something came up that you could not control, such as an illness or a power outage, tell us and we will book a new time at no cost.
• If we cannot reach you at the booked time, we will try to call you at least twice and leave a message. Please call us back to book a new time.

18. Fair Use of Quick Help

Members get unlimited Quick Help calls. "Unlimited" means you can call as often as you have a real question. To keep help fast and fair for everyone:

• Each Quick Help call is up to 30 minutes.
• Quick Help is for one question or problem at a time.
• Quick Help is available during our hours. You may need to wait for a call back when we are busy.
• If a task will take much longer than 30 minutes, such as setting up a new computer, we may suggest using your Get Started session or booking a One Hour Session.
• Quick Help is for the member's own devices and accounts. It is not for helping other people, running a business or teaching groups.

If use goes far beyond what is normal for one person, we will talk to you first. We will look for a fair solution before making any change.

19. Help With Scams and Fraud

If you think you clicked on a scam, gave out information or let a stranger onto your device, call us. We can help check and clean up your device and help you change passwords.

Please know:

• We cannot get back money you lost to a scam. Only your bank or card company may be able to help with that.
• If you think you lost money or shared banking details, call your bank right away, before or after you call us.
• You can report scams to the Canadian Anti Fraud Centre at 1 888 495 8501 and to your local police.
• We will do our best to remove harmful software and make your device safe. We cannot promise that every threat is gone, because some threats are hidden or come back through other accounts or devices.

If we believe a scammer is talking to you or connected to your device during a session, we may pause the session and help you disconnect from them first.

20. Other Companies and Their Products

We help you use devices, apps and services made by other companies, such as Apple, Google, Microsoft, Amazon, your phone company, your bank and your internet provider. We are not part of those companies.

• We are not responsible for how their products work, change, break or stop working.
• We are not responsible for their prices, terms or privacy practices.
• If you buy an app or service while we help you, you buy it from that company. Their terms and refund rules apply.
• Some problems can only be fixed by that company. If so, we will tell you and help you contact them where we can.

21. Our Promise About Our Work

We promise to give our help with care and skill, the way a careful, trained tech helper would. This is a promise we make under Ontario consumer protection law, and you cannot lose it.

If you are not happy with our help, please tell us within 14 days. We will look at what happened and work with you to make it right.

Apart from that promise and any other rights you have under the law, we do not promise that every problem can be solved, that your device will work without problems in the future or that any outside product or service will work.

22. Limits on What We Are Responsible For

This section limits what we are responsible for, as far as the law allows. Nothing in this section limits any rights you have under consumer protection law, or our responsibility for harm caused by our own carelessness, dishonesty or wrongdoing, where the law does not allow us to limit it.

• We are not responsible for problems we did not cause. This includes problems with hardware, other companies' software or services, your internet or power, or a device that was already damaged or failing.
• We are not responsible for loss or harm caused by your choices after we told you the risk, or by not following our advice.
• We are not responsible for loss or harm caused by anything someone else does to your device or accounts before or after our session.
• We are not responsible for indirect losses, such as lost time, lost business or lost chances, unless the law says we must be.
• Where the law allows a limit, the most we will pay for any claim is the amount you paid us in the 12 months before the problem happened.

23. Call Recordings and Notes

• We record our phone calls and sessions for your safety, for quality and to train our team. We tell you at the start of each call.
• If you do not want a call recorded, tell us at the start. We will not record it. In some cases, we may not be able to connect to your screen without a recording, because recordings protect both you and us. If so, we will explain and you can choose what to do.
• We keep notes about your devices and past sessions, so we can help you faster next time.
• Our Privacy Policy explains how we store recordings and notes, and for how long.

24. Respect

We will always treat you with patience and respect. We ask the same for our team. We may end a call if someone is abusive, threatening or harassing toward us. If it happens again, we may end the service under section 25.

25. When We May Stop Service

We may pause or end your service if:

• You do not pay.
• You ask us to do something illegal or unsafe.
• You are abusive, threatening or harassing toward our team.
• You break these terms in a serious way.
• You give us false information that puts someone at risk.

We will tell you why, unless the law or safety stops us. If we end your service for one of these reasons, we may not give a refund, except where the law requires it.

We may also decide to stop offering a service for business reasons. If that happens, we will give you as much notice as we can and refund the unused part of what you paid.

26. Payment Disputes

If you see a charge from us that you do not understand, please call or email us first. Most problems can be fixed quickly. Our charges show on your statement as "FRIENDLY FIX".

You keep the right to dispute a charge with your bank or card company. If you do, we may pause your service until the dispute is settled.

27. Emails and Messages From Us

• We send you messages you need, such as receipts, booking details, renewal reminders and changes to these terms. You cannot opt out of these while you are a client, because they are about your purchase.
• We only send news or offers if you say yes. You can stop them at any time using the link in the email, or by telling us.
• We follow Canada's Anti Spam Law.

28. Using This Website

• The information on this website is general. It is not advice for your exact situation.
• We work to keep the website correct and up to date. We cannot promise it is always free of errors or always available.
• The words, design, logo, drawings, photos and video on this website belong to Friendly Fix or are used with permission. Please do not copy them for business use without our written permission.
• Our website may link to other websites. We are not responsible for their content or privacy practices.
• Please do not try to harm, hack or overload this website.

29. Your Privacy

We take your privacy seriously. We follow Canada's privacy law, called PIPEDA. Our Privacy Policy explains what we collect, why, who we share it with and your rights.

30. Changes to These Terms

• We may update these terms from time to time. The date at the top shows when they last changed.
• If we make an important change, we will email members at least 30 days before it applies to them.
• Changes do not apply to a session you already paid for, unless you agree.
• For members, changes apply from your next renewal. If you do not agree with a change, you can cancel before you renew.

31. The Law That Applies and Solving Problems

• These terms are governed by the laws of Ontario and the federal laws of Canada that apply.
• If you live in another province, you also keep any rights the consumer protection laws of your province give you.
• If you have a problem, please contact us first. We will try to solve it within 30 days.
• If we cannot solve it together, either of us can take the matter to the courts of Ontario, or to a court in your province if your local law allows. Many claims can go to Small Claims Court.
• Nothing in these terms stops you from making a complaint to a government consumer protection office, such as Consumer Protection Ontario.

32. Other Legal Details

• Whole agreement: These terms, our Privacy Policy and the details shown when you buy are the full agreement between you and us.
• If part is not valid: If a court decides part of these terms cannot be used, the rest still applies.
• No waiver: If we do not enforce part of these terms at one time, we can still enforce it later.
• Events outside our control: We are not responsible for delays caused by things we cannot control, such as power or internet outages, storms or illness. We will let you know and book a new time as soon as we can.
• Moving this agreement: You cannot move this agreement to another person. We may move it to another business if Friendly Fix is sold or reorganized. Your rights under these terms will stay the same.
• Language: These terms are written in English, and you agree to receive them in English.

33. Contact Us

Questions about these terms? We are happy to help.

• Phone: (437) 979 2576
• Email: support@tryfriendlyfix.com
• Hours: Monday to Friday, 12 pm to 7 pm Eastern Time