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Pro-Tek Technical Services General Business Policies and Procedures (Revised December 2010) BILLING AND PAYMENTS: -Computer systems will normally require a deposit of at least 30%. The remaining balance will be required at the time of delivery. -Payments should be made from the invoice received at the time of the purchase or service, as there will be a charge for a second re-billing. -Accounts with balances over 30 days old will be subject to a re-billing fee of $5.00 which will be included on a statement. If over 60 days old an interest fee of 2% (24% APR) of the unpaid balance will be added to that months re-billing fee. -There is a $30.00 charge for all checks which are returned due to insufficient funds. PRODUCT RETURNS: -Un-used products may be returned for a full refund or credit for up to 15 days from the purchase date with the following exceptions. -Products which are returned due to failure to function as indicated by the manufacturer will receive a full refund, subject to approval by the manufacturer and/or distributor involved. -Opened software products may not be returned for credit or refund. -Products which have been special ordered will be subject to a $15.00 administration and handling fee in addition to all shipping fees and any other related fees incurred by Pro-Tek. -Hardware products must be returned in original packaging, including all documentation. If the product has been used it may be subject to a 15% re-testing and restocking fee. There will be no returns for refund or credit on products held for over 15 days. -Custom made computer systems may only be returned for credit or refund prior to 5 days from the invoice date however there will be a $150.00 or 20% re-testing and restocking fee whichever is greater. There may also be additional shipping charges on some special order items, and return of these items is dependent on distributor policies. There will be no refund of associated services. -Products which are declared defective, by the customer, and turn out to be ok will be subject to a testing fee of $30.00 if tested in-house, or $45.00 if tested on-site. If further testing is needed to determine source of a problem, such as user installed software settings then this will be billed at normal repair rates. EXTENDED SERVICES: Some products or systems may carry special extended warrantees as selling features or at additional charges. There may also be special labor rates on selected services. These items will be listed separately. INTERMITTENT SYSTEM FAILURES: When computer systems fail it is common for them to become intermittent. It is important for the customer to observe as much detail about the problem as possible, so that an accurate repair can be achieved. If a return service call is needed it will be handled as an extension of the first service call. In some cases where a solution is not found on the first visit the service call may be left open to avoid duplicate and excessive paperwork. DATA AND BACKUPS: It is important that the customer maintain complete backups of all data on their systems. Although we make every effort to protect your data, we cannot be responsible for lost or corrupted data. If you are unsure about your backups please ask for us to review your backup procedures and make recommendations.