Terms of Service
1. Agreement
These Terms of Service (“Terms”) govern your use of NEXUSDESK 24/7 Online Computer and Website Support, including one-off remote sessions and company subscriptions (“Services”) offered by NEXUSDESK (“NEXUSDESK,” “we,” “us,” or “our”) through our website and related communications. By purchasing a session, starting a subscription, creating a booking, or using the Services, you agree to these Terms and our Privacy Policy and Refund Policy, which are incorporated by reference.
If you do not agree, do not purchase or use the Services.
2. Description of Services
NEXUSDESK provides paid, remote technical support that includes: (a) software-focused assistance for laptop and desktop computers running supported operating systems (including Windows and macOS as described on our website); and (b) website and hosting support for consumer and small-business properties—such as content management systems, hosting control panels, DNS and TLS configuration at a basic level, plugin or theme conflicts, and related triage—performed remotely with access you lawfully control. Services are delivered using tools and procedures we specify (including approved remote desktop software and, where applicable, your hosting provider’s dashboard or credentials you supply).
We do not provide on-site support, physical hardware repair, data recovery from failed storage media, guaranteed resolution of every issue, full managed hosting or DevOps retainers, bespoke software or website development (except as separately contracted), or guaranteed recovery from third-party hosting or CDN outages. We may decline or discontinue work that falls outside scope, poses a security risk, or violates law or these Terms.
The Company Unlimited plan is a subscription service for one company at £2,000 per month. It includes unlimited online computer and website support requests for that subscribed company and its staff while the subscription remains active and in good standing. “Unlimited” means unlimited normal support requests within the remote support scope described above; it does not include custom software development, new website builds, full redesigns, content production, managed hosting, bulk migrations, continuous monitoring, on-site work, hardware repair, procurement, third-party service fees, or abusive/high-volume automated requests unless we separately agree in writing.
3. Eligibility and authority
You represent that you are at least eighteen (18) years old and have legal authority to request support for the device and accounts involved. If you are acting on behalf of an organization, you represent that you are authorized to bind that organization to these Terms.
4. Payments, subscriptions, and pay-before-remote policy
Fees are listed on our website at checkout and are charged in the currency displayed. Payments and subscriptions are processed by Stripe, Inc. or its affiliates (“Stripe”). You authorize us and Stripe to charge your selected payment method for the one-off fees, recurring subscription fees, taxes, and other amounts you agree to at checkout.
Company subscriptions renew monthly until cancelled through Stripe or by written request we confirm. Unless checkout states otherwise, subscription fees are billed in advance and are not prorated for partial months. If a subscription payment fails, we may suspend support until the account is brought current.
No remote access before payment or active subscription. For security and operational integrity, we do not initiate screen sharing, remote control, or equivalent access until your payment has successfully completed or your company subscription is active and we have provided you with session or queue instructions. Attempts to obtain unpaid support may be refused or blocked.
You are responsible for any taxes applicable to your purchase, other than taxes based on our net income.
5. Session conduct; consent to remote access
When a session begins, you consent to remote assistance only through the tools and channels we authorize, which may include remote desktop software and, for website support, your browser session or hosting provider’s control panel while you remain present or grant access. You may withdraw consent and end a session at any time; session time already used may still count toward your purchased allotment.
You agree not to record sessions without our prior written consent where such recording is restricted by law or our written policies communicated to you.
6. Your responsibilities
- Provide accurate information about the issue, device, hosting environment, and domains involved.
- Maintain backups of important data, site files, and databases before allowing configuration, updates, or cleanup steps.
- Follow reasonable instructions (for example, restarting the device, installing an approved remote tool, or providing administrator or hosting credentials through a secure method we specify).
- Comply with applicable software licenses and terms of third-party services (Microsoft, Apple, Google, your registrar, hosting provider, CMS marketplace, etc.).
7. Prohibited uses
You may not use the Services to:
- Violate any law or infringe third-party rights.
- Access, tamper with, or exfiltrate data or systems without proper authorization.
- Introduce malware, conduct attacks, or interfere with networks or services.
- Harass, threaten, or abuse our personnel.
- Mislead us about ownership of devices or accounts.
We may suspend or terminate access and refuse future service for violations.
8. Third-party products and services
We may recommend or assist with third-party software, updates, or settings. Your use of third-party products remains subject to the third party’s terms. We are not responsible for third-party outages, defects, or license compliance beyond assisting as described in your session.
9. Confidentiality and data
We handle personal information as described in our Privacy Policy. You should close sensitive documents before sharing your screen. Do not send passwords by insecure channels such as unencrypted email unless we explicitly direct a secure alternative.
10. Disclaimers
THE SERVICES ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS. TO THE MAXIMUM EXTENT PERMITTED BY LAW, WE DISCLAIM ALL WARRANTIES, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED, ERROR-FREE, OR THAT ANY ISSUE WILL BE FULLY RESOLVED IN A SINGLE SESSION.
11. Limitation of liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, IN NO EVENT WILL NEXUSDESK OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, DATA, OR GOODWILL, ARISING OUT OF OR RELATED TO THE SERVICES OR THESE TERMS, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
TO THE MAXIMUM EXTENT PERMITTED BY LAW, OUR AGGREGATE LIABILITY FOR ANY CLAIM ARISING OUT OF OR RELATED TO THE SERVICES OR THESE TERMS WILL NOT EXCEED THE AMOUNT YOU PAID TO US FOR THE SPECIFIC SESSION OR THE MOST RECENT ONE (1) MONTH OF THE SUBSCRIPTION GIVING RISE TO THE CLAIM DURING THE TWELVE (12) MONTHS BEFORE THE CLAIM. SOME JURISDICTIONS DO NOT ALLOW CERTAIN LIMITATIONS; IN SUCH CASES OUR LIABILITY WILL BE LIMITED TO THE GREATEST EXTENT PERMITTED BY LAW.
12. Indemnity
You will defend, indemnify, and hold harmless NEXUSDESK and its personnel from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys’ fees) arising out of your misuse of the Services, your violation of these Terms, or your violation of third-party rights.
13. Changes to the Services or Terms
We may modify the Services or these Terms from time to time. We will post the updated Terms on this page and update the “Last updated” date. Material changes will apply prospectively unless required otherwise by law. Continued use after changes constitutes acceptance.
14. Governing law; disputes
These Terms are governed by the laws of the State of New York, United States, without regard to conflict-of-law principles. You and NEXUSDESK consent to the exclusive jurisdiction and venue of the state and federal courts located in New York County, New York, for any dispute not subject to informal resolution, except that either party may seek injunctive relief in any court of competent jurisdiction.
Before filing a claim, you agree to contact us at support@nexusdesk.worldwidechoices.com and attempt to resolve the dispute informally for at least thirty (30) days.
15. General
These Terms constitute the entire agreement between you and NEXUSDESK regarding the Services and supersede any prior understandings. If a provision is held unenforceable, the remaining provisions remain in effect. Our failure to enforce a provision is not a waiver. You may not assign these Terms without our consent; we may assign them in connection with a merger, acquisition, or sale of assets.
16. Contact
Questions about these Terms: support@nexusdesk.worldwidechoices.com or our Contact page.