Service agreement

The work and your permission

I help in your home with phones, tablets, Mac, Windows and Chromebook computers, Wi-Fi, printers, streaming, email, photos, backups, and video calls.

Before the first visit, I send these terms for your explicit acceptance by text, email, or signature and retain the exact version with your consent record. Before each visit's work, we agree on the problem and authorized work. You must own the devices and accounts or have permission to authorize the work.

You decide whether I come in, even when a family member arranges the visit.

Passwords, banking, and equipment

You type your own passwords. I don’t keep them, and I never touch your banking. I only call when you’ve asked me to, or to confirm a visit you’ve already booked with me.

I never install remote-control software. If a phone call can't fix it, I come to you.

If you need new equipment, you buy it yourself, from your own retailer with your own card, so the receipt and warranty stay in your name. I can help you choose, but I never touch the payment screen. I do not pay for, resell, bill you for, or accept reimbursement for equipment. Shipping stays in your name too.

Visit rates and cost approval

Your household's first service visit costs $75 for the first hour, $100 off the regular $175/hour rate. Once per household, on its first service visit, regardless of who books or pays. The first hour costs $75 even if the work takes less than an hour. Additional time on that visit needs your approval and costs $175/hour, billed by the quarter hour.

Future nonmember visits cost $175/hour, with a one-hour minimum and quarter-hour billing after that. You pay at the end of the visit by card, check, or Zelle, subject to the first-visit guarantee below. Card payments go through Stripe: you tap your card or phone on my phone, or pay through a Stripe link I text or email you. I never type in your card number.

Before booking, I confirm whether your household qualifies for the $75 first hour, the rate for additional time, and any same-day or travel charges. Future nonmember visits cost $175/hour with a one-hour minimum. At the visit, we agree on paid diagnostic time before I begin. Once I understand the problem, we discuss the scope and an estimate or spending cap before further work. I ask permission before exceeding an agreed cap. If a job runs past about 90 minutes, I stop and set a cap with you before going on.

Same-day visits, when I have an opening, cost $50 more. Booking ahead costs nothing extra. Members receive priority for available same-day slots and do not pay the same-day charge.

The rate includes the drive in San Rafael, Terra Linda (San Rafael), Novato, Mill Valley, Tamalpais-Homestead Valley, Larkspur, Corte Madera, San Anselmo, Fairfax, Kentfield, Greenbrae, Ross, Sausalito, Tiburon, Belvedere. West Marin by arrangement. I quote West Marin travel, bridge tolls, and unusual parking before booking.

First-visit guarantee

If the problem you called about is not fixed on your household’s first service visit and there is no clear agreed next step, the whole visit is free, including authorized extra time and any same-day or travel charges. Side issues do not count against the guarantee. A qualifying free visit stays free, with no membership charge or enrollment.

On later visits, you pay for authorized time. I explain if a part or specialist is needed and ask before expanding the scope.

Scheduling and service records

Seven days a week by appointment, usually between 8 am and 6 pm. Anyone can call, text, or email to book a visit; I reply by the next business day. Business days are Monday through Friday, excluding federal holidays. Between-visit questions by text are part of membership.

There is no appointment cancellation or rescheduling fee. Please give me notice as soon as possible.

The first visit includes a device inventory for later troubleshooting. It excludes passwords, codes, and financial details. I plan to store inventories and service records in Google Drive. I will delete your device inventory 12 months after your membership ends or your last service visit, whichever is later, or earlier if you request deletion. An optional note to a named family member needs the service recipient's consent. See the privacy policy for provider access and privacy requests.

Membership and automatic renewal

Membership is optional and starts with a later visit covered by your paid membership. You sign up and authorize recurring charges at the start of that visit, and billing and benefits begin that day. The introductory visit is separate, with no credit toward membership and no automatic enrollment. The included hour has no additional hourly charge. Stripe charges the card or US bank account you choose: $199 every month or $1,990 prepaid every year. Both plans renew automatically at the same interval until you cancel renewal, at the same amount unless I give you notice of a price change. The monthly plan has no minimum commitment. The annual plan is one year, paid up front. If a family member pays for your membership, they sign up and receive the billing notices, and either of you can cancel renewal. All prices are in US dollars.

Limited to 40 households. Both billing plans include the same service:

• One visit a month, up to an hour, on a day you pick. Bank up to two unused one-hour visits, in addition to the current month’s hour. You can combine them in one longer appointment for up to three included hours.
• Unlimited texts, with a next-business-day answer guaranteed. Short callback calls are scheduled at my discretion. Bigger jobs go on the next monthly visit or become a separate paid in-home visit if you want them sooner.
• Use your available current-month and banked hours first if you choose, with no additional hourly charge. Only authorized time beyond that allowance costs $150/hour, billed by the quarter hour. The same $150/hour member rate applies to separate paid visits. A separate paid visit with no included time applied has a one-hour minimum, then quarter-hour billing.

Recurring charges need your separate, express authorization of the plan, amount, and automatic-renewal interval. Visit consent alone does not authorize recurring billing. You sign up yourself on a secure payment page from Stripe, my payment company, on your own phone or computer, from a QR code or a link I text or email you. That page shows the plan, the amount, how often you are charged, that it renews until you cancel, and how to cancel, before you agree. I never enter your card or bank details for you. I keep your authorization record for at least 3 years, or 1 year after membership ends if that is later, and email you an acknowledgment you can save, with terms and cancellation instructions.

Renewal and change notices

On the annual plan, I email you 15 to 45 days before each renewal with the renewal date, the amount, and how to cancel. Every member also gets a reminder at least once a year with the plan, what it costs, how often you are charged, and how to cancel. If I change the price, I tell you 7 to 30 days before the new price applies, and you can cancel renewal before it does. Any other change to these terms needs your agreement. Each notice says how to cancel.

Canceling membership renewal

Cancel renewal at any time, online with the ready-to-send cancellation email, or by call, text, email, or in person. A voicemail or text counts. Your renewal stops as soon as you send it or tell me, and you won’t be charged again. If a renewal charge goes through anyway, I refund it. Service continues through the end of your paid period, and unused visits expire then, not when you give notice. If you voluntarily cancel an annual plan, you do not receive a prorated refund, except where required by law. That rule does not cover service I cannot deliver.

Send the cancellation email. It opens a ready-to-send email from your own address; send it as written. If it doesn't open, email colton@marintechcare.com with the subject “Cancel my Marin Tech Care membership.” You can also call (415) 877-9344, text me, or email colton@marintechcare.com.

Member response guarantee

On both plans, service months start on the day you sign up, which is your first included visit, and each monthly anniversary, ending the day before the next anniversary. When a month lacks that day, use its last day, then return to the original anniversary day. A missed response belongs only to the service month of the first unanswered text, even if the deadline or follow-ups fall in the next month.

The next-business-day deadline starts with your first unanswered text; follow-ups do not reset it. Same-issue texts before my substantive reply count as one conversation. My reply must address your question or give a concrete next step; acknowledgment alone does not count. A missed deadline earns $199 in monthly-plan billing credit or $165.83 in annual-plan billing credit, capped at that amount per service month across all conversations. Credits from distinct service months accumulate. Each monthly-plan credit skips a charge, starting with the next; accumulated annual-plan credits reduce the next annual renewal. Membership continues, and credits remain available through your paid period even if you cancel renewal. I refund unused credits when membership ends, including on annual plans.

The guarantee covers my answer to a member's text by the next business day. It does not promise a completed repair or an appointment by then.

When I cannot deliver included service

I work alone, without a substitute. If I cannot provide a paid month’s included service, we can agree on a replacement date. Otherwise, I refund $199 on the monthly plan or $165.83 on the annual plan, subject to the same-month cap below, within 30 days of determining that I cannot deliver or arrange an agreed replacement. Renewal is not required. Indefinite postponement without your agreement does not count as delivery. Visits you choose to skip or bank do not qualify.

Together, response credits and undelivered-service refunds are capped at the same service month’s paid value: $199 on the monthly plan or $165.83 on the annual plan. I deduct only same-month compensation already applied to a bill or refunded. Unused same-month response credit becomes cash within the 30-day refund deadline, and I cancel that credit balance so compensation is neither delayed until renewal nor duplicated. This cap covers only these two remedies, without limiting other legal rights or refunds required by law.

Questions for Colton

Marin Tech Care is run by Colton Meador in San Rafael, California. Email colton@marintechcare.com or call (415) 877-9344 with questions about this document.