Terms of Service
Thank you for choosing LevelUp Computers & Technology for all of your home IT needs! Please make sure to read the terms of service for the service(s) you have requested from us, as it outlines the agreement(s) between LevelUp Computers & Technology (the "Company") and you (the "Customer").
LevelUp Computers & Technology - General Terms of Service
Welcome to LevelUp Computers & Technology! We're excited to help you with your computer repair needs. These Terms of Service ("Terms") outline the agreement between LevelUp Computers & Technology, located in Sykesville, Maryland (the "Company"), and you, the customer (the "Customer") regarding computer repair services. Please read these Terms carefully before requesting service. By requesting our services, you agree to be bound by these Terms.
1. New Clients:
Due to limited availability, the Company operates under a "red velvet rope" policy when it comes to accepting or declining potential clients. Potential clients are handpicked by the Company based on a variety of factors, including, but not limited to:
Customer's relationships to existing clients.
Referrals from existing clients.
Customer's experiences and interactions with competing businesses.
Customer's online review history.
In short, we will only accept potential clients who fit our image of an "ideal client". Likewise, we will decline or even blacklist clients who do not fit that image, or whose lack of adherence to our image of an "ideal client" would prove detrimental to the Company or its associates.
2. Every Repair Requires Diagnosis:
No two computers are exactly alike. Even if you think you know what's wrong, a proper diagnosis is required before any repairs are performed.
3. Fees and Billing:
Non-Refundable Diagnostic Deposit: A minimum deposit equivalent to the first hour of service must be paid before any diagnostics or service will be performed. This fee is non-refundable. If you agree to the repair, the deposit will go towards the final service cost (excluding parts). Attempting to claim a refund on the deposit will result in being blacklisted from requesting future services.
Hourly Billing: All hourly services are billed in 15-minute increments, rounded up to the nearest 15 minutes. For example, if your service lasts for one hour and 17 minutes, you will be billed for one hour and 30 minutes of service.
Travel Fees: Travel fees are assessed for all customers living outside of the Sykesville (21784) ZIP code, and are determined by distance. Travel fees are charged per trip; multiple trips will mean increased travel fees. These fees cover the increased cost of gas as well as any wear on the Company's vehicles.
Cancellation/No-Show Fees: We understand that there are times where you are unable to keep your appointment. However, our time is valuable, and cancelling on short notice means that we are unable to service other customers. Therefore, we require that you give us at least 24 hours notice if you need to cancel your appointment. If you cancel within 24 hours of your appointment, you will be charged a cancellation fee of $85 in addition to the diagnostic deposit. The same policy applies should you fail to meet us to drop off/pick up your device(s) within 15 minutes of your scheduled drop off/pick up time.
Miscellaneous Charges/Fees: Any flat-rate services are billed separately from any hourly services provided. Data transfer/destruction services are billed on a per terabyte basis, rounded up to the nearest terabyte of data. For example, if a 1.5 terabyte drive needs to be wiped, you will be charged for two terabytes. Finally, the Company reserves the right to add, modify, or change fees as needed.
4. Price Changes:
Prices listed in estimates or tickets are subject to change due to a variety of reasons, including but not limited to:
Part availability
Manufacturer pricing adjustments
Other unforeseen circumstances
If a price changes, you, the Customer, will be responsible for the difference in cost.
5. Parts Payment and Ownership:
If repairs require parts, all parts must be paid in full before any service begins. The Company does not keep parts on-site. Parts are ordered specifically for your repair and are your property. The Company offers no warranties on parts, nor will they handle RMAs for the customer.
Opened Parts - No Returns or Refunds:
Once a part's packaging is opened, defined as having any seals or stickers torn or removed, there are absolutely no returns or refunds under any circumstances.
6. Tracking Repairs with Apogee:
All estimates, tickets, and appointments are created through our ticket tracking system, Apogee. This allows both you and the Company to track repairs efficiently. You can check your ticket status via the customer portal on our website.
7. Device Identification Stickers:
When you drop off or mail in your device(s), we will apply a sticker(s) with your ticket and customer information. This ensures your property is properly tracked and secured.
8. Appointment-Only Services:
All on-site/at-home services are by appointment only. We do not accept walk-ins.
Drop-Off/Pick-Up: You agree to meet at a safe location designated by the Company.
Mail-In: The customer is responsible for all shipping costs (both ways) and packing materials. Ensure proper packing to avoid shipping damage. The Company is not liable for shipping damage and will not assist with courier claims.
9. Device Storage and Abandonment:
Drop-Off/Pick-Up: Invoices must be paid in full, and a pickup appointment scheduled within 30 days. Failure to do so may result in your device being considered abandoned. The Company reserves the right to securely wipe and sell abandoned devices to recoup repair costs. If you cannot pick up your device within 30 days, contact us by email to request an extension. A storage fee will apply, and must be paid in full before scheduling a pickup.
Mail-In: Invoices and return shipping costs must be paid within 30 days. Failure to do so may result in your device being considered abandoned. The Company reserves the right to securely wipe and sell abandoned devices to recoup repair costs.
10. Invoice Payment and Late Fees:
(For On-Site/At-Home) Invoices must be paid in full within 30 days. Late fees will be assessed for overdue invoices. Invoices over 90 days delinquent may be sent to collections.
11. Warranties:
The Company offers no warranty on parts. However, a 30-day limited warranty is offered on labor, effective from the ticket completion date.
Warranty Claims: Warranty claims for labor issues must be made within 30 days.
Customer Error: If, in the process of a warranty claim, it is determined that the issue or damage in question was the result of user error, the customer will be held responsible for all repair costs (parts and labor) and the warranty will be voided.
Third-Party Repairs: If, in the process of a warranty claim, it is determined that the issue or damage in question was caused by another computer repair shop, the warranty will be voided and the Company may refuse to service the computer in question.
12. Reviews and Online Conduct:
We value honest reviews and hope to provide you with five-star service. If you're unhappy, please contact us before leaving a negative review (three stars or below). We appreciate the chance to address your concerns.
We will not tolerate defamatory reviews or reviews from individuals who have not done business with us. If we find a demonstrably false review, we will pursue legal action to recover any damages and protect our brand.
13. Chargebacks and Legal Action:
Issuing a successful chargeback will result in being blacklisted from future services, and the Company may pursue legal action to recover damages.
14. Right to Refuse Service:
The Company reserves the right to refuse service to any customer, for any reason. This includes being disrespectful or threatening towards the Company and its associates.
15. Questions:
If you have any questions regarding these Terms, please contact LevelUp Computers & Technology before requesting our services.
Additional Terms of Service
The following terms of service are applied only to their respective services. They are applied in addition to the General Terms of Service as laid out above.
Custom PC Builds
Welcome to LevelUp Computers & Technology! We're excited to build your dream PC. These Terms of Service ("Terms") outline the agreement between LevelUp Computers & Technology, located in Sykesville, Maryland (the "Company"), and you, the customer (the "Customer") regarding custom PC builds. Please read these Terms carefully before placing your order. By placing your order, you agree to be bound by these Terms.
1. Custom Builds - No Refunds or Returns:
Custom PCs are bespoke, one-of-a-kind creations built to your exact specifications. Therefore, the Company cannot and will not accept returns of custom-built PCs. This includes all parts and labor.
Financial Responsibility Upon Cancellation: Once work on your custom PC build begins, you will be held financially responsible for the full cost of parts and labor, plus a 25% cancellation fee if you back out after work has started.
No Refunds: There are no refunds for custom PC builds under any circumstances. Attempting to request a refund will result in being blacklisted from future services.
2. Price Changes:
Prices listed in estimates are subject to change due to a variety of reasons, including but not limited to:
Part availability
Manufacturer pricing adjustments
Other unforeseen circumstances
If a price changes, you, the Customer, will be responsible for the difference in cost.
3. Opened Parts - No Returns or Refunds:
Once a part's packaging is opened, defined as having any seals or stickers torn or removed, there are absolutely no returns or refunds under any circumstances.
4. Testing and Completion:
Completed builds undergo basic functionality testing (power on, video display, mouse/keyboard input). Once complete, there are no refunds or returns under any circumstances. Attempting to request a refund will result in being blacklisted from future services.
5. Parts Procurement and Ownership:
The Company does not keep parts on-site. Parts are ordered specifically for your build and are your property. The Company offers no warranties on parts, nor will they handle RMAs (Return Merchandise Authorizations) for the customer.
6. Payment:
No parts procurement or labor will begin until the full cost of parts and labor is paid. If payment is not received within 15 days of signing off on the estimate, your build will be forfeited, the estimate voided, and you may be blacklisted from future services.
7. Warranties:
The Company offers ZERO warranty on parts and/or the completed PC build. A limited 30-day warranty on labor is effective from the date the build is completed and tested.
Warranty Claims: Warranty claims for labor issues must be made within 30 days.
Customer Error: If, in the process of a warranty claim, it is determined that the issue or damage in question was the result of user error, the customer will be held responsible for all repair costs (parts and labor) and the warranty will be voided.
Third-Party Repairs: If, in the process of a warranty claim, it is determined that the issue or damage in question was caused by another computer repair shop, the warranty will be voided and the Company may refuse to service the computer in question.
8. Right to Refuse Service:
The Company reserves the right to refuse service to any customer, for any reason. This includes being disrespectful or threatening towards the Company and its associates.
9. Questions:
If you have any questions regarding these Terms, please contact LevelUp Computers & Technology before placing your custom PC build order.
Custom iPod Builds
Welcome to LevelUp Computers & Technology! We're excited to build your one-of-a-kind custom iPod! These Terms of Service ("Terms") outline the agreement between LevelUp Computers & Technology, located in Sykesville, Maryland (the "Company"), and you, the customer (the "Customer") regarding custom iPod builds. Please read these Terms carefully before placing your order. By placing your order, you agree to be bound by these Terms.
1. Custom Builds - No Refunds or Returns:
Custom iPod builds are bespoke, one-of-a-kind creations tailored to your specific needs and desires. Therefore, the Company cannot and will not accept returns of custom-built iPods.
Financial Responsibility: Once work on your custom iPod build begins, you are financially responsible for the full cost of the build, plus a 25% cancellation fee if you decide to back out after work has started.
No Refunds: There are absolutely no refunds for custom iPod builds under any circumstances. Attempting to request a refund will result in being blacklisted from future services.
2. Opened Parts - No Returns or Refunds:
Once a part's packaging is opened, defined as having any seals or stickers torn or removed, there are absolutely no returns or refunds under any circumstances. This applies to all parts used in your custom iPod build.
3. Testing and Completion:
Completed iPods undergo rigorous testing on both a Mac computer running macOS and a PC running Windows to ensure full functionality. Once complete, there are absolutely no refunds or returns under any circumstances. Attempting to request a refund will result in being blacklisted from future services.
4. Parts Procurement and Ownership:
The Company does not keep iPod parts on-site. Parts are ordered specifically for your build and are your property. The Company offers no warranties on parts, nor will they handle RMAs (Return Merchandise Authorizations) for the customer.
5. Payment:
No parts procurement or labor will begin until the full cost of parts and labor is paid. If payment is not received within 15 days of signing off on the estimate, your build slot will be forfeited, the estimate voided, and you may be blacklisted from future services.
6. Warranties - No Warranty on Custom iPods:
Due to the custom nature of the build and the use of potentially older components, the Company offers no warranty on the completed iPod. The rigorous testing ensures functionality on our computers. However, this does not guarantee functionality on your specific computer.
7. Understanding Compatibility and Troubleshooting:
Here's why compatibility issues can arise, and what you, the customer, are responsible for:
Older Logic Boards and Firmware: The logic board and firmware in a custom iPod can be anywhere from 10-20 years old, despite other parts being brand new. Therefore, it is imperative that you treat this device in its entirety as if it is between 10 and 20 years old. It is your responsibility to ensure your computer can properly sync with an older iPod. This may require:
Installing the necessary software (e.g., iTunes) compatible with the iPod's firmware.
Downloading and installing the proper drivers for your operating system.
Basic Troubleshooting Skills: In some instances, the iPod may require basic troubleshooting steps such as rebooting, resetting, or restoring the device. The Company cannot offer technical support for troubleshooting compatibility issues between the iPod and your specific computer.
8. Right to Refuse Service:
The Company reserves the right to refuse service to any customer, for any reason. This includes being disrespectful or threatening towards the Company and its associates.
9. Questions:
If you have any questions regarding these Terms, please contact LevelUp Computers & Technology before placing your custom iPod build order.
3D Printing Services
Welcome to LevelUp Computers & Technology! We're glad that you chose us for your 3D printing needs. These Terms of Service ("Terms") outline the agreement between LevelUp Computers & Technology, located in Sykesville, Maryland (the "Company"), and you, the customer (the "Customer") regarding 3D printing services. Please read these Terms carefully before placing your order. By accessing "PrintGenius", our online print request system, and requesting a 3D Print from LevelUp Computers & Technology ("the Company"), you ("the Customer") acknowledge and agree to the following terms:
1. Print Approval:
The Company has the final say in approving or denying 3D print requests. Requests that will NOT be approved include:
Erotic or Sexual Content: Designs or objects of an erotic or sexual nature.
Harmful Objects: Objects that could cause harm to people, pets, or property.
Copyrighted Material: Objects replicating copyrighted material without express written consent from the copyright holder.
2. Payment:
Payment is required before any printing begins. The only approved payment method is credit/debit card via online payment (fees may apply). Cash, checks, PayPal, or Venmo are not accepted for 3D Printing Services.
3. Print Failure due to Power Outage:
If a print fails due to a power outage, the Company will restart the print at no cost to the customer under the following conditions:
Power is restored.
There is minimal risk of another blackout during the remaining print time.
Enough filament material remains to complete the print without running out.
If there's not enough filament remaining (condition 3), the customer may be charged extra for additional material to ensure print completion.
4. Print Failure Policy:
First Attempt Failure (Under 25% Completion): If the first print attempt fails before reaching 25% completion, the Company will restart the print at no cost to the customer, provided there's enough filament remaining.
Second Attempt Failure or First Attempt Failure (25% or Higher): If the print fails a second time, or the first attempt fails at 25% completion or higher, the print will be stopped. The customer can then:
Make adjustments to their model and submit a revised version for printing.
If the final attempt with the revised model fails, the print request will be canceled, and no refund will be issued.
5. Customer-Caused Printer Damage:
If a customer, intentionally or unintentionally, submits a print file that damages any of the Company's 3D printers, the customer will be:
Billed for the repair or replacement cost of the damaged printer.
Blacklisted from using the Company's 3D Printing Services for an indefinite period.
6. Right to Refuse Service:
The Company reserves the right to refuse service to any customer, for any reason. This includes being disrespectful or threatening towards the Company and its associates.
7. Questions:
If you have any questions regarding these Terms, please contact LevelUp Computers & Technology before submitting a 3D print request.