Terms & Conditions
This page outlines the terms and conditions of engaging with Next Wave Technologies Services as a direct customer for the purposes of computer hardware repair, maintenance, and I.T. support. "Company" will refer to Next Wave Technology Services; "Customer" will refer to the party requesting service; "Technician" will refer to the individual performing the requested service as a direct employee or authorized representative of Next Wave Technology Services.
In instances where the Company is acting in a subcontractor role, the terms of the subcontracting agreement will supercede the terms listed herein.
Expectation of Rights
Both the Company and the Customer are entitled to and obligated by certain rights in order for a service request to result in a positive experience.
The Customer has the right to expect
- Clear, concise communication from the Company
- Timely arrival and professional courtesy from Technicians
- Service and repairs that meet or exceed industry standard
The Company has a right to expect
- Clear, concise communication from the Customer
- Availability of the Customer or their representative at the time of service
- An environment conducive to performing quality service
- Timely payment upon completion and approval of service
Appointments
The Company will maintain operating hours of Monday through Friday between the hours of 9am and 5pm. Saturday appointments will be available between the hours of 10am and 3pm but must be scheduled by 6pm on the preceding Friday. The Company will not make or accept same-day Saturday appointments.
The Customer must use the Company's online booking system in order to schedule an appointment. Any request made via phone, email, text, or direct messaging through social media will be redirected to the Company's booking portal. Same-day appointments will have at least a one-hour lead time for available Technicians. The Company will not accept appointment requests or dispatch Technicians to residential locations after dark.
The Company will be closed on Sundays and major holidays including New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and the following Friday, and Christmas Day. Holidays that occur on Saturday or Sunday will be observed on the preceding Friday.
The Company may elect to reschedule appointments or suspend operations if weather or other events pose a significant health or safety risk for Technicians to travel and will use its communication channels (phone, website, and social media) to announce such decisions.
The Customer will be considered the party responsible for ownership or delegated authority of the equipment being serviced and making payment or referring the Company to those responsible for making payment upon completion of service.
The Company will expect potential customers to be age 18 or over; those under the age of 18 will be asked to have a parent or legal guardian contact the Company.
The Customer shall contact the Company at least one hour before a scheduled appointment if they need to reschedule or cancel. The Customer will be assessed a $20 Cancellation Fee if:
- A request to reschedule or cancel is made less than one hour before a scheduled appointment time
- The Customer is not available and unresponsive to attempted contact within 30 minutes of the Technician's arrival
Service
The Customer will have primary responsibility for creating for ensuring the surrounding environment is conducive to completing work in safe, efficient manner. The Technician will in turn present themselves and the Company in a courteous, professional manner. However, the Company and the Customer have the option to dismiss or release a Technician from a site.
The Customer reserves the right to dismiss a Technician from their location in the event of:
- Conduct or actions that are unprofessional, unethical, or illegal
- Intentional damage to the Customer's property
The Company reserves the right to cancel service and release a Technician from a Customer location in the event of:
- One or more conditions preventing work from being completed safely and efficiently; a revisit to complete service can be scheduled after the issues have been corrected
- The Customer or anyone on their premises displaying behavior that is disrespectful, insulting, intimidating, or threatening to the Technician
- The Technician being requested to engage in activities that are outside of the intended scope of work, considered unethical by industry standards, or that violate local, state, or federal statutes
The Company will prioritize obtaining new parts when performing repair services on the Customer's equipment. In the event a new part cannot be obtained, the Company will present the Customer with the option of a refurbished or used part to complete repair.
Pricing
Rates will apply equally to all customers and do not include costs for any parts needed or applicable sales tax.
Repair estimates are not binding and may flucuate based on actual work needed and performed.
New Customers receive a 15% discount on their first service invoice only. This discount cannot be "saved" for future service events or combined with other offers.
Payment
The Company will accept most forms of currency as pyment including:
- Credit and Debit Cards (the Company's preferred method)
- Bank Drafts (ACH)
- Personal/Business Checks
- Cash in the exact amount only
The Company will not accept payment types such as:
- CashApp, Venmo, Zelle, etc.
- Cryptocurrency
- IOUs and "Tabs"
The Customer is responsible for full payment of invoices which will be due upon completion and approval of all work performed. "Net Terms" are reserved for contract customers with a maximum term of Net 30; payment terms are not offered for residential customers.
Invoices are considered "Overdue" if not paid in full within 30 days of the date in which the invoice was sent. Customers that accumulate at least 3 overdue invoices will be considered "Delinquent" or "Non-Paying" and may not be eligible for service until all outstanding balances have been paid in full.
Warranties
The Company will offer warranties only to components supplied through its vendors. Labor fees for installation of parts replaced under warranty will be waived if it is determined that component failure is the result of improper installation by the Techinican performing the initial repair.
For parts provided by the Company, the Customer will receive (via a printed or digital copy) a statement of warranty from the manufacturer or vendor along with a warranty summary explaining the warranty type, length, and coverage from the Company who will maintain copies of this documentation as part of the Customer's service history.
The Company and its vendors may not honor warranites for component failures due to modifications, misuse, or neglect by the Customer. The Company will not offer any type of warranty for parts supplied by the Customer or on software-related repairs (malware removal, software configuration, etc.)
Disputes & Refunds
The Customer reserves the right to dispute the outcome of a service event and seek third-party mediation to reach a resolution with the Company.
A refund will be offered if the Customer and the Company are unable to reach an amiable solution to a dispute. Refunds may be in the form of a paper check or through EFT (credit/debit card, ACH, etc.)