1. AGREEMENT TO TERMS

These Terms and Conditions (“Terms”) govern your use of TekFix AI software and services (“Service”), a trading name of Lanmark Limited, a UK-based Managed Service Provider.

By installing, accessing, or using the Service, you agree to be bound by these Terms, our Privacy Policy, and AI Disclaimer.

If you do not agree, you must immediately uninstall the software and cease using the Service.

2. DESCRIPTION OF SERVICE

TekFix AI provides:

• AI-Powered Chat Support: Technical troubleshooting using OpenAI GPT
• Human Engineer Support: Live support from qualified IT engineers (charged hourly)
• Offline Knowledge Base: Common solutions available without internet
• System Diagnostics: Automated system information gathering
• Cross-Platform Support: Available on Windows, macOS, iOS, and Android

3. ELIGIBILITY & AGE REQUIREMENTS

To use TekFix AI, you must:

• Be at least 13 years of age
• If under 18, have explicit permission from a parent/guardian who is the bill-payer
• Have legal authority to enter into this agreement
• Provide accurate and truthful information
• Have authorization to use the payment method provided

Parent/Guardian Responsibility: By allowing a minor to use TekFix AI, you accept full responsibility for their use and any charges incurred.

4. ACCOUNT REGISTRATION

4.1 Account Creation

• You must provide a valid email address
• You are responsible for maintaining account security
• You must notify us immediately of unauthorized access
• One account per user (no sharing credentials)

4.2 Account Termination

We may suspend or terminate your account if you:

• Violate these Terms
• Provide false information
• Fail to pay subscription fees or engineer charges
• Abuse the service or staff
• Engage in fraudulent activity

5. SUBSCRIPTION PLANS & PRICING

5.1 Free Trial Period

• Duration: 14 days from first use
• Includes: Unlimited AI chat support
• Does NOT include: Human engineer support
• No payment required: Trial expires automatically without charges
• One trial per user: Based on email/device ID

5.2 Subscription Tiers

5.3 Device Limits

• Included: Up to 3 devices per subscription (Individual or Business)
• Additional devices: Not available – separate subscriptions required for more than 3 devices

5.4 Price Inclusions

• All prices shown in GBP (£)
• VAT included at current UK rate (20%)
• Subscription price: £1.00/month inc. VAT
• No hidden fees or setup costs for subscription
• Engineer time charged separately (see Section 6)

6. HUMAN ENGINEER SUPPORT CHARGES

6.1 Hourly Rate

Human engineer support is charged at:

• £60.00 per hour (inc. VAT)
• Billed in 15-minute increments (minimum 15 minutes)
• Example: 10 minutes of support = £15.00 (15 min minimum)
• Example: 35 minutes of support = £45.00 (45 min = 3 × 15-min blocks)

6.2 What’s Included

• Live chat/ticket support with qualified IT engineers
• Remote troubleshooting and diagnosis
• Step-by-step guidance
• System configuration assistance
• Technical consultations

6.3 What’s NOT Included (Additional Charges May Apply)

• On-site visits
• Hardware replacement
• Software licensing costs
• Third-party service fees
• Extended projects (quoted separately)

6.4 Billing for Engineer Time

• Session tracking: Timer starts when engineer begins work
• Timer stops: When issue resolved or session ends
• Invoice: Sent via email within 24 hours of session
• Payment due: Within 7 days of invoice date
• Charges to: Payment method on file (Stripe)

6.5 Estimates

• Engineers will provide estimated time before starting work where possible
• Actual time may vary based on issue complexity
• You may cancel/stop session at any time
• Charges apply only for time used

7. PAYMENT TERMS & STRIPE PROCESSING

7.1 Payment Processing

• All payments processed securely via Stripe
• We do NOT store your full card details on our servers
• Stripe Payment Services Agreement applies: https://stripe.com/legal
• Accepted payment methods: Visa, Mastercard, American Express, UK debit cards

7.2 Stored Payment Method

By subscribing, you authorize:

• Lanmark Limited to charge your payment method on file for:
  • Monthly subscription (£1.00/month inc. VAT)
  • Human engineer time (£60/hour inc. VAT)
• Stripe to securely store your payment card details
• Automatic payment for subscription renewals unless canceled
• Charges for engineer support sessions

7.3 Billing Cycle

Subscription Billing

• Frequency: Monthly, billed in advance
• Amount: £1.00 inc. VAT
• Billing Date: Date of initial subscription (e.g., subscribe on 15th = billed 15th each month)
• Prorated Charges: Not applicable (£1.00 flat rate)

Engineer Support Billing

• Frequency: Per session, billed after service delivered
• Amount: £60/hour inc. VAT (15-min increments)
• Billing Date: Within 24 hours of session completion
• Payment Due: 7 days from invoice date

7.4 Automatic Renewal

Your subscription automatically renews each month unless canceled. You will be charged:

• £1.00 inc. VAT on your billing anniversary date
• To the payment method on file

To avoid charges, cancel before your next billing date.

7.5 Payment Authorization

By providing payment information, you:

• Confirm you are authorized to use the payment method
• Authorize recurring monthly subscription charges (£1.00/month)
• Authorize engineer support charges (£60/hour) when you request human support
• Agree to pay all fees incurred under your account
• Accept responsibility for all charges until cancellation

7.6 Failed Payments

For Subscription (£1.00/month)

If payment fails:

• Day 1: Automatic retry within 24 hours
• Day 3: Second retry + email notification
• Day 7: Account suspended (AI chat disabled)
• Day 14: Account closed, data may be deleted

For Engineer Support Charges

If engineer invoice payment fails:

• Day 1: Payment reminder email
• Day 7: Payment overdue notice
• Day 14: Account suspended, engineer support blocked
• Day 30: Debt collection process may begin

You remain responsible for unpaid fees.

7.7 Refund Policy

Subscription Charges

• No refunds for partial months used
• Cancellations: You retain access until end of current paid period
• Free trial: No charges, no refund needed
• Billing errors: Contact support@tekfix.ai within 30 days

Engineer Support Charges

• No refunds after service delivered
• Engineer time already spent cannot be refunded
• Disputes: Contact support@tekfix.ai within 7 days with specific concerns

7.8 Price Changes

Subscription Price

• We may change subscription price with 30 days’ advance notice
• Notice provided via email and in-app notification
• Existing subscribers: Current price locked until renewal date after notice period
• Opt-out: Cancel before new price takes effect

Engineer Hourly Rate

• Current rate: £60/hour inc. VAT
• May change with 30 days’ advance notice
• New rate applies to future sessions only
• Ongoing sessions billed at rate when session started

7.9 Taxes

• UK customers: VAT included in all displayed prices
• Subscription: £1.00/month inc. VAT
• Engineer rate: £60/hour inc. VAT
• International users: Local taxes may apply (customer responsibility)
• VAT receipts: Available in app Settings or by email request

7.10 Payment Disputes

To dispute a charge:

1. Contact support@tekfix.ai within 60 days
2. Provide transaction details and reason
3. We will investigate within 14 days
4. Chargeback abuse may result in account termination

8. CANCELLATION & TERMINATION

8.1 How to Cancel Subscription

Cancel anytime via:

• App Settings → Subscription → Cancel Subscription
• Email: support@tekfix.ai
• No phone call or lengthy process required

8.2 Effect of Subscription Cancellation

• Access continues until end of current paid period
• No refund for remaining days in billing cycle
• AI chat access continues until subscription expires
• Engineer support remains available until expiry (charged at £60/hour)
• Auto-renewal stopped – no future subscription charges

8.3 Outstanding Engineer Charges

• Canceling subscription does NOT cancel outstanding engineer invoices
• You remain responsible for paying engineer time already used
• Payment still due within 7 days of invoice

8.4 Account Deletion

After cancellation:

• Account data retained for 30 days (reactivation period)
• After 30 days: Account and personal data deleted per Privacy Policy
• Chat history deleted from our servers
• Payment/invoice history retained 7 years (UK tax law requirement)

8.5 Termination by Us

We may terminate your account immediately if you:

• Violate these Terms or Acceptable Use Policy
• Fail to pay engineer invoices
• Commit fraud or payment abuse
• Abuse or harass support staff
• Use service for illegal purposes

No refund will be provided for accounts terminated for violation of Terms.

9. AI DISCLAIMER & LIMITATION OF LIABILITY

9.1 AI-Generated Advice Warning

9.2 Human Engineer Advice

While human engineers are qualified IT professionals:

• We provide guidance and recommendations, not guarantees
• You are responsible for implementing changes on your own systems
• Always backup data before making system changes
• We are not liable for outcomes of changes you make

9.3 Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY UK LAW:

Lanmark Limited is NOT LIABLE for:

• System damage, data loss, or hardware failure
• Business interruption or lost profits
• Indirect, consequential, or punitive damages
• Damages exceeding amount paid to us in last 12 months
• Third-party actions (e.g., OpenAI service outages)

9.4 Service “AS IS”

Service provided “AS IS” and “AS AVAILABLE” without warranties of any kind, including:

• Merchantability
• Fitness for particular purpose
• Non-infringement
• Uninterrupted or error-free operation

9.5 Maximum Liability

Our total liability for any claims shall not exceed the greater of:

• £100, or
• Total amount paid by you in the 12 months preceding the claim

9.6 Exclusions

This limitation does NOT exclude liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Any liability that cannot be excluded under UK law

10. SERVICE AVAILABILITY & SUPPORT

10.1 Uptime Commitment

We strive for high availability but do NOT guarantee:

• 100% uptime or uninterrupted service
• Specific response times (best effort basis)
• Availability of third-party services (OpenAI, Stripe)

10.2 Maintenance

We may perform maintenance with:

• Scheduled maintenance: 48 hours notice where possible
• Emergency maintenance: No notice (but we’ll minimize disruption)

10.3 Engineer Support Hours

• Individual Plan: Monday-Friday, 9am-5pm GMT
• Business Plan: Monday-Friday, 9am-5pm GMT (same hours)
• Out of hours: Not available (engineer support requests will queue until next business day)
• Holidays: Reduced availability on UK bank holidays

11. DATA PROTECTION & PRIVACY

11.1 GDPR Compliance

We comply with:

• UK GDPR (UK General Data Protection Regulation)
• Data Protection Act 2018
• Privacy and Electronic Communications Regulations (PECR)

11.2 Data We Collect

See full Privacy Policy for details. Summary:

• Account info: Email, name
• Payment info: Processed by Stripe (we don’t store full card numbers)
• Chat history: Your messages and AI responses
• System info: Device type, OS version (for troubleshooting)
• Usage data: Anonymous analytics
• Engineer session logs: For billing and quality assurance

11.3 Your Rights

Under UK GDPR, you have the right to:

• Access your data
• Correct inaccurate data
• Request deletion (“right to be forgotten”)
• Restrict processing
• Data portability
• Object to processing
• Lodge complaint with ICO

Contact: support@tekfix.ai

11.4 Data Retention

Data Type	Retention Period
Chat history	Stored locally, deleted when you clear chat
Support tickets	24 months
Engineer session logs	24 months
Payment/invoice records	7 years (legal requirement)
Account data	Deleted 30 days after account closure

Full Privacy Policy: https://tekfix.ai/privacy

12. ACCEPTABLE USE POLICY

You agree NOT to:

12.1 Prohibited Activities

• Use service for any illegal purpose
• Attempt to hack, exploit, or reverse engineer the software
• Abuse, threaten, or harass support staff or engineers
• Submit false or misleading information
• Share account credentials with others (each user needs own subscription)
• Use bots or automated tools to access the service
• Resell or redistribute the service
• Use for spamming or malicious purposes
• Deliberately provide false system information to mislead AI or engineers
• Waste engineer time deliberately (you will be charged)

12.2 Content Standards

You agree not to submit:

• Illegal content
• Hate speech or discriminatory content
• Personal data of others without consent
• Malware or malicious code
• Spam or advertising

12.3 Enforcement

Violation may result in:

• Warning
• Temporary suspension
• Permanent account termination without refund
• Charges for wasted engineer time
• Legal action if necessary
• Reporting to authorities for illegal activity

13. INTELLECTUAL PROPERTY

13.1 Ownership

All rights, title, and interest in TekFix AI including:

• Software code and design
• Trademarks and branding (“TekFix AI” name and logo)
• Documentation and content
• AI training data and responses

…are owned by Lanmark Limited or licensors.

13.2 License Grant

We grant you a limited, non-exclusive, non-transferable, revocable license to use TekFix AI for personal or internal business use in accordance with these Terms.

You do NOT receive:

• Ownership of the software
• Right to redistribute or resell
• Source code access
• Right to create derivative works

13.3 Restrictions

You may NOT:

• Reverse engineer, decompile, or disassemble the software
• Remove copyright or trademark notices
• Copy or modify the software
• Rent, lease, or sublicense the software

13.4 Third-Party Services

TekFix AI uses:

• OpenAI GPT: Subject to OpenAI’s terms (https://openai.com/policies)
• Stripe: Subject to Stripe’s terms (https://stripe.com/legal)

14. CHANGES TO TERMS

14.1 Modification Rights

We may update these Terms at any time to reflect:

• Legal or regulatory changes
• New features or services
• Changes to pricing or payment terms
• Security improvements

14.2 Notification

Changes will be communicated via:

• In-app notification banner
• Email to registered address
• Posted on website: https://tekfix.ai/terms

14.3 Acceptance

• Material changes: 30 days notice, with option to cancel
• Minor changes: Effective immediately upon posting
• Continued use after notice period constitutes acceptance
• Opt-out: Cancel subscription if you disagree with changes

15. GOVERNING LAW & DISPUTE RESOLUTION

15.1 Governing Law

These Terms are governed by the laws of England and Wales, without regard to conflict of law principles.

15.2 Jurisdiction

Any disputes will be resolved exclusively in the courts of England and Wales.

15.3 Informal Resolution

Before legal action, contact us to resolve disputes:

• Email: support@tekfix.ai
• We will attempt good-faith resolution within 30 days

15.4 Consumer Rights

Nothing in these Terms affects your statutory rights as a UK consumer under:

• Consumer Rights Act 2015
• Consumer Contracts Regulations 2013
• UK GDPR

16. GENERAL PROVISIONS

16.1 Entire Agreement

These Terms, together with:

• Privacy Policy
• AI Disclaimer
• Acceptable Use Policy

…constitute the entire agreement between you and Lanmark Limited.

16.2 Severability

If any provision is found unenforceable, it will be modified to reflect the parties’ intention, and remaining provisions remain in full effect.

16.3 Waiver

Failure to enforce any provision does not waive our right to enforce it later.

16.4 Assignment

• You may NOT transfer or assign your rights under these Terms
• We may assign these Terms in connection with a merger, acquisition, or sale of assets

16.5 Force Majeure

We are not liable for delays or failures due to circumstances beyond reasonable control (e.g., natural disasters, internet outages, pandemics, government restrictions).

16.6 No Agency

These Terms do not create a partnership, employment, or agency relationship.

17. CONTACT INFORMATION

18. ACKNOWLEDGMENT