Terms of Service/Conditions

Effective Date: January 4, 2026
Last Updated: January 4, 2026

Introduction

These Terms of Service/Conditions (“Terms”) govern your use of services provided by On-Site Express, Inc. (“we,” “us,” or “our”). By using our services, visiting our website, or submitting devices for repair, you agree to these Terms.

Services Provided

On-Site Express provides computer sales, repair services, IT support, and related technology services. Services may be performed in-store, on-site at customer locations, or remotely.

On-Site Service Terms

  • On-site service appointments require scheduling in advance
  • Travel fees may apply based on distance from our location
  • Cancellation Policy: Appointments canceled with less than 24 hours notice will incur a $129 cancellation fee
  • Rescheduling with at least 24 hours notice has no penalty
  • We reserve the right to reschedule appointments due to emergencies, weather, or unforeseen circumstances

Repair Services Terms

Estimates and Authorization

  • A non-refundable diagnostic fee of $69 to $129 applies to service requests requiring testing or disassembly. This fee covers the time and expertise to properly diagnose your device. Simple issues that can be diagnosed visually may not require a diagnostic fee.
  • Diagnostic fees are non-refundable regardless of whether you proceed with the repair, as time and expertise have been invested in evaluating your device
  • Not all devices are repairable. We reserve the right to decline service or determine that a device is beyond economical repair. In such cases, only the diagnostic fee will be charged.
  • Repairs will not begin without your authorization
  • If additional work is discovered during repair, we will contact you for approval before proceeding
  • Estimates are valid for 30 days
  • Parts pricing is subject to market conditions and availability. In cases of significant market fluctuations (such as component shortages, tariffs, or supply chain disruptions), parts prices may change from the original estimate. We will notify you of any substantial price increases before proceeding with the repair and obtain your approval for the revised cost.

Service Timeframes

  • We strive to complete repairs within 3-5 business days for standard services
  • Complex repairs or parts availability may extend this timeframe significantly. Some parts may take weeks or months to obtain, particularly for older or specialized equipment.
  • Rush services may be available for an additional fee
  • We will keep you informed of any delays in parts availability or repair completion

Payment Terms

  • Payment is due upon completion of service before device pickup
  • We accept cash, credit cards, and checks
  • A deposit may be required for certain services or custom builds
  • All prices are subject to change due to market conditions, parts availability, manufacturer price changes, tariffs, or other factors beyond our control
  • Final pricing will be confirmed before work begins or before substantial price increases occur

Warranty

  • All repair services include a 30-day warranty on parts and labor for the specific repair performed
  • Warranty does not cover new damage, liquid damage, or issues unrelated to the original repair
  • Manufacturer warranties on new parts may exceed our service warranty
  • Used or refurbished parts carry a 30-day warranty unless otherwise stated
  • Customer-Supplied Parts: We do not warranty parts supplied by the customer. If you provide your own parts for installation, we warranty only our labor for proper installation. We are not responsible for defective, incompatible, or counterfeit customer-supplied parts.

Limitation of Liability

  • We are not responsible for data loss. Backup your data before service
  • We are not liable for equipment failure during diagnostics or repair. Devices may have hidden defects or damage that become apparent during testing or repair. The diagnostic process may cause already-failing components to stop working completely. By authorizing service, you accept this risk.
  • We are not liable if a repair attempt is unsuccessful or causes additional damage. Some repairs carry inherent risks, and we cannot guarantee successful outcomes in all cases.
  • We are not liable for consequential damages, lost profits, or business interruption
  • Our total liability is limited to the amount paid for the specific service performed
  • We are not responsible for damage caused by pre-existing conditions, misuse, liquid damage, or acts of God

Abandoned Property

  • Devices not picked up within 30 days of notification will be considered abandoned
  • After 60 days, abandoned devices may be disposed of or sold to recover service costs
  • You will be notified via phone, email, or SMS before devices are considered abandoned

Data and Privacy

  • While we take precautions to protect your data, we are not responsible for data loss during repair
  • We recommend backing up all data before service
  • Technicians may access your device to diagnose and repair issues
  • We do not intentionally access, view, or copy personal files
  • See our Privacy Policy for more information on data handling

Software and Licensing

  • We are not responsible for software licenses, activation, or registration issues
  • Operating system reinstallation may require valid license keys or Microsoft/Apple account credentials
  • We do not provide or install pirated, unlicensed, or illegal software
  • Software compatibility with your specific applications is not guaranteed
  • You are responsible for reinstalling and licensing your own software after OS reinstalls unless otherwise arranged

Virus and Malware Removal

  • Virus and malware removal services carry no warranty. While we use industry-standard tools and techniques to remove infections, we cannot guarantee that all malicious software has been removed or that reinfection will not occur.
  • Some infections may require complete operating system reinstallation for full removal
  • Reinfection due to user behavior is not covered. If you visit unsafe websites, open suspicious emails, download unverified software, or engage in risky online behavior, your device may become reinfected. We are not responsible for reinfection after service.
  • We strongly recommend following safe computing practices and maintaining updated antivirus software
  • Additional cleaning services for reinfection within 30 days may be provided at a discounted rate, but this is not a warranty

Product Sales

Returns and Refunds

  • New, unopened products may be returned within 7 days with receipt
  • Opened products may be returned within 7 days with receipt, subject to a 20% restocking fee and inspection. Returns will not be accepted if the item shows signs of installation, use, or is missing original packaging. We reserve the right to refuse any return.
  • Custom-built systems are non-refundable. If a component is defective within 1 year from the invoice date, we will replace the defective part under warranty, but will not refund the entire system.
  • Special order items, custom configurations, and special purchases are non-refundable and non-returnable
  • Refurbished items carry a 30-day hardware warranty. We are not responsible for software issues, viruses, or malware on refurbished systems. Refurbished items may not be returnable.

Product Warranties

  • New products carry manufacturer warranties
  • We facilitate warranty claims but are not responsible for manufacturer warranty fulfillment
  • Extended warranties may be available for purchase

SMS/Text Message Services

Opt-In and Consent

By providing your mobile phone number and opting in to SMS notifications, you consent to receive automated text messages from On-Site Express for:

  • Service status updates
  • Appointment reminders
  • Device pickup notifications
  • Two-way communication about your service

SMS Terms

  • Message frequency varies based on your service activity
  • Message and data rates may apply
  • We use Twilio as our SMS service provider
  • Text STOP to opt-out at any time
  • Text HELP for assistance
  • Consent to SMS is not required to use our services

Carrier Liability

Carriers are not liable for delayed or undelivered messages. We are not responsible for messages not received due to carrier issues, phone settings, or device problems.

Customer Responsibilities

You agree to:

  • Provide accurate contact information
  • Backup your data before service
  • Remove passwords or provide access credentials for repairs
  • Pick up devices within 30 days of notification
  • Pay for services in a timely manner
  • Not hold us responsible for data loss
  • By providing your contact information, you authorize us to contact you regarding your service via phone, email, or SMS as necessary to complete your service and notify you of status updates

Additional Terms

  • Right to Refuse Service: We reserve the right to refuse service to anyone for any reason, including but not limited to: suspected stolen property, devices used for illegal purposes, abusive behavior, or non-payment of previous services.
  • Stolen Property: We reserve the right to report suspected stolen property to law enforcement. We may require proof of ownership for high-value items.
  • Services for Minors: All services provided to individuals under 18 years of age require parent or legal guardian authorization and presence for pickup/payment.

Intellectual Property

All content on our website, including text, graphics, logos, and images, is the property of On-Site Express or its licensors and is protected by copyright laws.

Dispute Resolution

Governing Law

These Terms are governed by the laws of the State of Washington.

Disputes

Any disputes will be resolved through good-faith negotiation. If negotiation fails, disputes may be resolved through small claims court in Pierce County, Washington, or binding arbitration.

Limitation of Warranties

OUR SERVICES ARE PROVIDED “AS IS” WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED. We disclaim all warranties including merchantability, fitness for a particular purpose, and non-infringement to the fullest extent permitted by law.

Indemnification

You agree to indemnify and hold harmless On-Site Express from any claims, damages, or expenses arising from your use of our services or violation of these Terms.

Changes to Terms

We reserve the right to modify these Terms at any time. Changes will be posted on our website with an updated “Last Updated” date. Continued use of our services after changes constitutes acceptance of the modified Terms.

Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full effect.

Contact Information

If you have questions about these Terms of Service/Conditions, please contact us:

On-Site Express, Inc.
6101 100th Street SW
Lakewood, WA 98499
Phone: (253) 589-2391
Email: experts@onsiteexpress.com
Website: www.onsiteexpress.com

By using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service/Conditions.