Terms of Service

1. Overview of the HITS Platform

HITS provides a platform that connects individuals, families, and organizations ("Members" or "you") with independent technology professionals ("Specialists") who offer:

• In-person technology support
• Remote / online tech support and concierge services
• Group workshops and educational sessions
• Other technology-related assistance as described on our site

HITS is not a 911 or emergency service and does not provide medical, legal, financial, or mental health advice.

2. Eligibility

To use the Services, you represent and warrant that:

1. You are at least 18 years old;
2. You are legally capable of entering into a binding contract; and
3. You will use the Services only in accordance with these Terms and applicable law.

If you are using the Services on behalf of another person (e.g., an elderly parent) or an organization, you represent that you are authorized to accept these Terms on their behalf.

3. Accounts & Security

To access certain features (such as booking, memberships, or dashboards), you may need to create an account.

You agree to:

• Provide accurate, current, and complete information;
• Keep your login credentials confidential;
• Notify us immediately at support@hitsapp.com if you suspect unauthorized access; and
• Be responsible for all activity that occurs under your account.

HITS is not liable for losses resulting from unauthorized use of your account if caused by your failure to safeguard your credentials.

4. Description of Services

HITS may provide, facilitate, or enable access to:

• Online concierge tech support (e.g., Starter, Essential, Family memberships)
• In-person tech support visits in supported areas
• Remote sessions via phone, video, or remote desktop tools
• Specialist matching and appointment booking
• Educational content, workshops, and resources
• AI-powered tools, including the HITS Assistant chatbox

Features and availability may change over time and may differ by location.

5. Memberships & Pricing

HITS currently offers two main categories of membership:

1. Online-Only Tech Support Memberships (e.g., Starter, Essential, Family)
2. In-Person Tech Support Memberships, as listed on the Pricing & Plans page

Key points:

• Membership benefits, limits (e.g., number of sessions), and included services are described on the Pricing & Plans and Concierge/Consumer pages.
• Memberships may auto-renew as described at checkout unless you cancel in accordance with these Terms.
• HITS controls all default pricing. Specialists cannot set or override platform pricing.

All pricing and membership structures are subject to change, but changes will not be applied retroactively to services you have already booked or paid for.

6. Booking, Rescheduling & Cancellations

When you book:

• You agree to provide accurate details about the service needed, location (for in-person), and contact information.
• You agree to be present or ensure an authorized adult is present at the appointment time.

HITS may implement cancellation and rescheduling rules, including:

• Minimum notice requirements for cancelling or changing an appointment;
• Possible fees for late cancellations, no-shows, or repeated schedule changes.

These rules will be communicated on the site, at checkout, or in your confirmation emails. Repeated misuse (no-shows, frequent last-minute cancellations, abusive behavior) may lead to account suspension.

7. Payments & Billing

All payments are processed securely through approved third-party payment processors (such as Stripe).

You agree that:

• You will provide valid, authorized payment details;
• HITS may charge your payment method for bookings, memberships, add-ons, and applicable taxes/fees;
• If a payment is declined, we may suspend or cancel your access to Services or future bookings.

HITS does not store your full credit card number. Payment processing is subject to the terms and policies of our payment providers.

Unless specified otherwise in writing: All fees are non-refundable, except where required by law or where HITS chooses, in its sole discretion, to issue a credit or refund.

8. Relationship Between HITS and Specialists

Specialists are independent contractors, not employees, agents, or partners of HITS.

Accordingly:

• HITS does not control how Specialists perform their work, beyond our policies and standards.
• Specialists are responsible for complying with applicable laws and regulations, including any licensing requirements in their area.
• HITS is not responsible for a Specialist's acts or omissions, including any property damage, data loss, or personal injury that may occur during or after services.

You acknowledge that your direct service relationship (install, troubleshooting, setup, etc.) is with the Specialist, and HITS functions as a platform to facilitate the connection and payment.

9. User Responsibilities

You agree to:

• Provide accurate, complete, and non-misleading information when requesting services;
• Ensure a safe environment for Specialists during in-person visits (including safe access to the property, pets secured as needed, and a non-threatening environment);
• Use the Services only for lawful purposes;
• Not attempt to defraud, exploit, or harm a Specialist, HITS, or other users;
• Follow instructions, safety guidelines, and reasonable requests from Specialists and HITS staff.

If you are arranging services for a third party (for example, an older parent or relative), you are responsible for ensuring that they understand and consent to the services being provided.

10. Prohibited Conduct

You may not:

• Use the Services for any illegal, harmful, or abusive purpose;
• Harass, threaten, or intimidate Specialists, staff, or other users;
• Attempt to circumvent the platform (e.g., bypass HITS to avoid fees, solicit off-platform services that violate policies);
• Interfere with or disrupt the operation of the Services (including hacking, attempting to bypass security, or introducing malware);
• Misrepresent your identity or affiliation;
• Collect or harvest data from the platform without written permission.

HITS reserves the right to investigate, suspend, or terminate accounts suspected of violating this section.

11. AI Tools & Automated Features

HITS may provide AI-powered tools such as the HITS Assistant chatbox to:

• Help answer questions;
• Guide users in understanding services;
• Offer suggestions or educational information;
• Prompt users to book appointments after a certain number of messages.

You understand and agree that:

• AI responses are generated automatically and may not always be accurate or complete;
• AI tools are not a substitute for human specialists or professional advice;
• You should not rely solely on AI for decisions involving safety, medical, legal, financial, or emergency matters.

For urgent issues, always contact a live specialist, 911, or other appropriate professionals.

12. Intellectual Property

All content on the HITS platform—including logos, branding, text, graphics, icons, and software—is owned by or licensed to HITS and is protected by intellectual property laws.

You may not:

• Copy, reproduce, modify, distribute, or create derivative works from the platform content;
• Use the HITS name, logo, or branding without prior written permission.

You retain ownership of any content you submit (feedback, reviews, etc.), but grant HITS a non-exclusive, worldwide, royalty-free license to use, display, and reproduce that content in connection with operating and promoting the Services.

13. Third-Party Links and Services

The Services may include links to third-party websites, services, or tools. HITS is not responsible for:

• The content, policies, or practices of those third parties;
• Any losses or issues arising from your use of third-party services.

You should review each third party's own terms and policies before using their services.

14. Disclaimer of Warranties

To the fullest extent permitted by law, the Services are provided on an "AS IS" and "AS AVAILABLE" basis, without warranties of any kind, whether express or implied, including but not limited to:

• Warranties of merchantability;
• Fitness for a particular purpose;
• Non-infringement;
• Accuracy, reliability, or completeness of any content or information.

HITS does not warrant that:

• The Services will be uninterrupted, secure, or error-free;
• All defects will be corrected;
• Any specific outcome or result will be achieved from using a Specialist.

15. Limitation of Liability

To the maximum extent permitted by law:

• HITS and its officers, directors, employees, and agents are not liable for any indirect, incidental, special, consequential, or punitive damages, including loss of data, loss of profits, property damage, or personal injury arising out of or related to your use of the Services.
• In no event will HITS's total liability for any claim arising out of or relating to the Services exceed the greater of:
  • The amount you paid to HITS for the service giving rise to the claim in the 12 months before the claim, or
  • One hundred U.S. dollars ($100).

Some jurisdictions do not allow certain limitations of liability, so some of the above may not apply to you. In such cases, HITS's liability will be limited to the extent permitted by applicable law.

16. Indemnification

You agree to indemnify, defend, and hold harmless HITS and its officers, directors, employees, agents, and affiliates from and against any claims, liabilities, damages, losses, and expenses (including reasonable attorneys' fees) arising out of or related to:

• Your use of the Services;
• Your violation of these Terms or any applicable law;
• Your interaction with a Specialist;
• Your infringement of any third party's rights.

17. Suspension and Termination

HITS may, at its sole discretion and without liability, suspend or terminate your account or access to the Services if:

• You violate these Terms or any other posted policy;
• We suspect fraudulent, abusive, or unsafe behavior;
• We are required by law or a government authority.

You may stop using the Services at any time. Certain provisions of these Terms (including Limitation of Liability, Indemnification, and Governing Law) will survive any termination.

18. Governing Law & Dispute Resolution

These Terms are governed by the laws of the State of North Carolina, without giving effect to its conflict-of-law rules.

You agree that any dispute, claim, or controversy arising out of or relating to these Terms or your use of the Services will be brought exclusively in the state or federal courts located in North Carolina, and you consent to the personal jurisdiction of those courts.

19. Changes to These Terms

We may update these Terms from time to time. When we make material changes, we will:

• Update the "Last updated" date at the top of this page; and
• Provide additional notice when required by law (for example, through the site or by email).

Your continued use of the Services after the effective date of any changes means you accept the revised Terms.

20. Contact Us

If you have questions about these Terms or the Services, please contact: