Terms of Service

Clear, customer-friendly terms for CyberGuardia support, appointments, prepaid hours, and memberships.

Effective September 20, 2026. Community session terms added October 1, 2026. Contact support@cyberguardia.io or (301) 300-1716 with a question or cancellation request.

Appointments and Estimates

Submitting a request does not confirm an appointment. CyberGuardia confirms the date, time, service format, scope, estimated price, and any travel charge in writing before work begins. Estimates use the information available at the time. We ask for your approval before doing work outside the agreed scope or adding a charge.

Cancellation and Rescheduling

• You may cancel or reschedule without a fee at least 24 hours before the appointment. With less than 24 hours’ notice, CyberGuardia may charge up to 50% of the scheduled labor price.
• The same limit applies if you are unavailable at the scheduled time or cannot provide the access reasonably needed for the agreed work.
• We may waive the charge for illness, emergency, severe weather, or another reasonable circumstance.
• No fee applies when CyberGuardia cancels or cannot provide the appointment.

If a federal or Maryland cooling-off or cancellation right applies, that right controls and is not reduced by these terms. CyberGuardia will provide any cancellation notice or form required for a covered transaction made at your home or another covered location.

Deposits, Completed Work, and Refunds

• An appointment quote may require a deposit of 50% of the quoted labor price.
• A timely cancellation receives a full deposit refund.
• For a late cancellation or missed appointment, CyberGuardia may apply only the permitted cancellation charge and will refund the rest.
• Approved refunds return to the original payment method. For cash or check payments, we will confirm the refund arrangements with you before issuing the refund. Bank and payment-provider processing times are outside our control.

Completed labor is generally nonrefundable. If CyberGuardia made an error within the agreed scope and you report it within seven calendar days, we will first make a reasonable effort to correct that work without another labor charge.

This does not cover a new problem, later device or software changes, third-party outages, malware or reinfection, forgotten credentials, hardware failure, or an outcome that could not reasonably be guaranteed.

3-Hour In-Home Bundle

• The $405 bundle provides 180 minutes of eligible in-home support.
• Each visit has a one-hour minimum; additional use is measured in 15-minute increments.
• The balance is valid for 6 months from purchase.
• We will grant a reasonable extension when illness, incapacity, hospitalization, or CyberGuardia availability prevents timely use.

• The original purchaser may cancel an entirely unused bundle within 20 days after receiving these written terms for a full refund.
• After time has been used, or after 20 days, a requested refund equals the amount paid minus completed time valued at the standard non-bundle rate and any properly disclosed cancellation charge. The refund will never be less than zero.
• The bundle is for the named client or household. Refunds are available as described above. Otherwise, unused hours cannot be redeemed for cash. Transfers require CyberGuardia’s written approval.

Peace of Mind Membership

• The membership costs $125 per month and includes three separate 30-minute remote-support sessions during each billing month.
• Unused sessions do not roll over.
• Additional remote support and in-home visits use the member rates displayed and accepted before service.

Enrollment requires your affirmative consent to an immediate $125 charge and recurring charges of $125 each month until cancellation.

Before enrollment, CyberGuardia displays the price, renewal frequency, included service, cancellation method, and material limits next to the consent control. We provide an electronic receipt and a copy of the accepted terms.

The original purchaser may cancel within 20 days after receiving the written membership terms for a full refund if no included session or other membership benefit has been used.

After that period or after a benefit is used, cancellation stops future renewal at the end of the paid billing period; the current month is not prorated. You keep access through the paid period.

You can cancel renewal in the Client Portal or by contacting support@cyberguardia.io or (301) 300-1716. Cancellation does not require speaking to a sales representative. We provide legally required renewal or change notices. A material price or plan change receives clear advance notice and any consent required by law.

Shared Technology Support & Coaching Sessions

Individual and shared-session rates apply to everyday technology support and coaching. Specialist services and projects are quoted separately.

Booking and payment: A session is confirmed when CyberGuardia and the community coordinator or resident organizer agree in writing on the date, location, scope, price, and payment arrangements. The community may sponsor and pay for the agreed block, or residents may organize a session and share its cost. For a resident-organized session, the quote identifies the organizer, agreed payer or payers, and payment arrangement before booking. A facility is not responsible for payment unless it agrees to sponsor the session. The quote states any deposit and when the balance is due.

Appointment time and attendance: A two-hour session costs $270 total for 2–3 residents; a three-hour session costs $405 total for 2–4 residents, unless a different scope is agreed in writing. Each resident receives an individual appointment within the shared session. More residents means less time per person. The participant count and appointment lengths are agreed before booking. Time includes notes and transitions. The reserved block price stays the same, and participants agree on their shares beforehand. Any applicable tax or travel charges are confirmed separately. The coordinator may substitute another participating resident or reallocate an unused slot within the agreed scope, with the resident’s consent. Individual resident absences do not reduce the price of a session provided as agreed.

Organizer and location responsibilities: The coordinator handles registration, shares general topics and accessibility requirements beforehand, and provides a suitable workspace with power and reliable internet where needed. Sessions may take place in a resident’s home or apartment with the host’s permission, or in a shared community room with the facility’s permission. The organizer confirms any required building approval and access before booking. Registration should not collect passwords, verification codes, or unnecessary sensitive information.

Consent and privacy: Each resident must authorize work on their devices and accounts, or an appropriately authorized representative must do so. Payment by a community, organizer, or another participant does not authorize access to residents’ accounts or disclosure of their personal information. Residents enter their own passwords when possible. The coordinator or organizer may receive attendance totals and a general service summary; personal details are shared only with appropriate authorization.

Scope and further work: Sessions cover the agreed everyday support and coaching topics. Complex repairs, data recovery, specialist security work, community network administration, and other work outside that scope require separate written approval and pricing. Additional work or resident charges require the relevant payer’s approval. Residents should choose one main priority each. Notes and transitions count within the reserved time. Setup, updates, sign-in recovery, and complex troubleshooting may exceed an individual appointment. Unfinished work may require a separately priced follow-up; any extension or additional charge requires prior approval from the relevant payer. No appointment guarantees resolution of every issue. These sessions are not emergency services.

Cancellation and refunds: The coordinator or organizer may cancel or reschedule without a fee with at least 24 hours’ notice. With less notice, CyberGuardia may charge up to 50% of the reserved session price. The same limit applies if the organizer or host is unavailable or cannot provide the access reasonably needed for the agreed session. Charges may be waived for illness, emergency, severe weather, or another reasonable circumstance. No cancellation fee applies when CyberGuardia cancels or cannot provide the session. Deposits and refunds follow the cancellation and refund policy above: a timely cancellation receives a full deposit refund; any permitted late-cancellation charge is deducted before the remainder is refunded.

Individual services: Existing individual service rates, membership terms, and prepaid bundle terms remain unchanged. A community session is a reserved event, not an individual prepaid bundle, and does not carry the bundle’s six-month validity period.

Taxes and Travel Charges

Any applicable sales tax will be clearly shown before you pay. Any additional travel charge will be explained and agreed upon before your appointment.

Devices, replacement parts, software, subscriptions, and third-party purchases are separate unless the written quote says otherwise. You approve third-party purchases directly whenever practical.

Your Authorization and Data

You confirm that you own the device or account, or have authority from its owner, and authorize only the access reasonably needed for the agreed work. We discuss backup options before changes that could materially affect data. No service can guarantee data recovery, uninterrupted third-party service, or complete prevention of fraud, malware, or unauthorized access.

Service Limitations and Resolving Concerns

CyberGuardia is not an emergency service, medical-monitoring provider, financial adviser, or legal adviser. Electrical work, regulated security systems, and other licensed-trade work may require a qualified third party. These terms do not waive rights that cannot legally be waived and do not shorten any statutory time limit for a consumer claim.

Please contact support@cyberguardia.io or (301) 300-1716 so we can review and try to resolve a concern promptly.