The Terms and Conditions set out here covers the site SupportPod.com which is wholly owned by Apoyar Ltd, a limited company incorporated in England 04178758 with registered offices at The Courtyard, Chapel Lane, Bodicote, Banbury, Oxfordshire, OX15 4DB; and describes our Terms and Conditions when ordering on our web site.

By becoming a customer of SupportPod.com you will enter into a legally binding contract with us, “SupportPod.com[1]”, which is governed by these terms and conditions. Before you can use the SupportPod.com services you will need to become a member of SupportPod.com by completing the registration page and accepting these Terms and Conditions. As a customer you will also need to accept the Terms and Conditions of use of the SupportPod.com licence agreement to download our “Apoyar Connector[2]” software to enable you to use our “connect to my PC” service.

General

SupportPod.com offers a “points” based support service operated via the SupportPod.com website (“the Website”) under which you can buy Service Points and exchange them for a range of services.

On registration we ask for a minimum amount of information for you to start using our services, meaning we store a minimum amount of information about you. Please see our privacy policy statement http://www.supportpod.com/about/privacy

Our registration process is progressive; for example; when you request an email service we only ask your email address, if you ask for a phone call we only ask for your telephone number; if you request a home visit we will require more information.

In summary we store information that we both need to be able to deliver the service, no more and no less.

You can buy Service Points in two ways:

On a “Pay As You Go” basis where you buy Service Points with a credit or debit card as and when you want service

On a subscription basis whereby you buy an agreed number of Service Points each month on a Direct Debit setup

The price at which Service Points can be purchased from us will be the price displayed on the Website at the time of your purchase.

Service Points cannot be exchanged for services until the points have been paid for in full.

When you buy points, they are credited to your SupportPod.com account, which you can access via the Website. http://www.SupportPod.com

Once you have purchased Service Points you may be entitled to exchange them for a refund, however, points are non-transferrable to another member of SupportPod.com.

Please read our cancellation and refund policy regarding the refund of points and the cancellation of subscription plans. http://www.SupportPod.com/about/refunds

Service Portal

Your Account page holds information about the services you have used, work in progress and statistics about your service provision, as well as the details of your financial transactions.

You can exchange Service Points for SupportPod.com services via the Website. The number of Service Points required for each particular type of service is specified on the Service List on the Website, which will be updated as required.

You must have the necessary number of Service Points in credit on your SupportPod.com account at the time you request a particular Service.

Your account will be debited the requisite number of Service Points when you request a service.

No Fix No Fee

Once the service which you have requested has been provided, you will be asked by email or on the My Tickets page http://www.SupportPod.com/account/tickets  to tell us whether or not you were satisfied with that service.

If you are not satisfied and you tell us that you are not satisfied by responding to our email within 1 hour of receipt of that email, your SupportPod.com account will be re-credited with the number of Service Points that you spent on the service.

You must act fairly and reasonably in making your decision as to whether or not you were satisfied with a service.

We may ask you to explain why you were dissatisfied with a particular service and if we consider that you are not acting fairly and reasonably, we reserve the right to terminate your account.

If this happens, we will refund you the value of any Service Points debited to your account for the service.

See also our refund and cancellation policy http://www.SupportPod.com/about/refunds


Preferred Experts 

SupportPod.com uses numerous “experts” to deliver the services to you.  They are multi-talented and in many cases multi-lingual. You may find you prefer to work with certain experts to help you with your service call; in this case SupportPod.com will maintain a list of your preferred experts and offer those individuals to you when you make the service request. This helps you to get the most out of the service we offer.

Having the choice of experts allows you to choose other experts to assist you where you are dissatisfied with a resolution at no extra charge to you.

Service Upgrades

You may upgrade a service request on demand, a good example of this situation could be where you discuss by telephone your needs using the "Call Me" function and then agree with the expert that he or she should "Visit" your home or office to perform the work.

Please make sure you have enough points for the upgrade service, if not you will be prompted to purchase more points. 

You cannot downgrade a service request to a lower costing service once the request is in process.

We track everything to enhance your service experience:

Every interaction with you is logged at all times for your security and benefit, in particular we log and attach your Service Request Ticket.

Chat Conversation details; both sides customer and expert.

Remote control onto your PC or MAC; the screen session is recorded and attached to your service request ticket for your review.

Telephone calls
 

We may record conversations between yourself and the expert so that we can track expert performance and follow up in the event of any customer complaint.

Customer Service request Ticket Data

Telephone call log’s are kept for one month and then erased securely.

Ticket details are kept for five years or less depending upon your preference settings.

How long we keep details of previous “Resolved” tickets is set by yourself in your profile setting on your “account” page

Keeping Customer Data such a Credit Card and / or bank details.

Our system does not store any payment card details as we use payment gateway providers to complete the payment transaction.

We send your request to purchase an amount of points to the payment system, accompanied with a value for the transaction.
 

This secure payment processing system then takes your card details to process the amount and returns to our site the result of each transaction.

If you have registered as a company and applied for a credit account then we set up a Direct Debit arrangement with your bank; the company will then store your details in a secure server.

Using Skilled Experts

We guarantee that a suitably experienced engineer will provide our services and that all of our engineers will use reasonable care and skill in delivering services (although given the nature of IT problems we cannot guarantee 100% resolution rate)

This warranty is issued by SupportPod.com and supercedes any warranties, conditions or terms implied by statute or otherwise. However, if you are buying services as a consumer (as opposed to a Business user) nothing in this agreement will affect your statutory rights.

Service Delivery

We will do all that we reasonably can to make sure that our services are provided promptly. There may be times when we cannot provide them immediately. If we are prevented or delayed in performance of our obligations under this contract, by reason of any act, event or circumstance which is beyond our reasonable control; we shall not be in breach of the terms of this contract provided that we tell you.

Please refer to http://www.SupportPod.com/about/deliverypolicy

You must provide our engineers with all of the information that they require in order to perform the services requested. In the course of providing services to you, we may gain access to confidential information belonging to you.

You should take steps to ensure that any sensitive information (for example bank account passwords, passport details and credit card details) are password protected on your computer. Our engineers will have no reason to gain access to any such information.

If an engineer visits you, please verify his identity before you allow him access.

You must ensure that all of the software on your PC is properly licensed. We will be unable to provide assistance with software, which has been obtained unlawfully.

Liability

1. Nothing in this Agreement shall limit or exclude our liability for death or personal injury resulting from our negligence or that of our employees, agents or sub-contractors but, subject to this, we shall not under any circumstances be liable for: any indirect or consequential loss suffered by you (including without limitation loss of profits, loss of goodwill, loss of reputation and loss of revenue) whether arising from our negligence, breach of contract or any other cause of action; or any loss of data or computer software or loss arising (it being your responsibility to keep a secure back-up of all software and data).

Without prejudice to clause 1. above; our aggregate liability to you for any loss or damage for any particular incident for which we are liable under the terms of this contract shall be limited to the cost of purchasing the Service Points which you have surrendered for the Service in connection with which that incident arose; and our maximum aggregate liability to you for all claims arising under or in connection with this Agreement shall be limited to an aggregate of £5,000.

You agree that you will give us not less than 45 days to put right any breach of the terms of this contract if that breach is our responsibility and it is capable of being put right.

2. We reserve the right to vary the services, which we offer to you as well as the price we charge for Service Points and the number of Service Points, which have to be exchanged for each type of Service. We also reserve the right to terminate this contract at any time by service of notice on you.

3. The Contracts (Rights of Third Parties) Act 1999 shall not apply to this Agreement and unless specific provision is made in this Agreement to the contrary, no person other than the parties to it, shall have any rights under it or be entitled to enforce it

4. Communications in connection with this contract (including any legal proceedings) shall be sent by email to the last email address notified by the recipient party.

5.  This Agreement shall be governed by and construed in accordance with English law and the parties submit to the non-exclusive jurisdiction of the English courts.