Terms & Conditions

About TheLegatoSolutions

TheLegatoSolutions is a sole-proprietor technology support business operating under TheLegatoSolutions LLC in Manhattan, New York City. We provide in-home and remote technology support services to residential and home-office clients.

References to "we," "us," "our," or "TheLegatoSolutions" throughout these terms refer to TheLegatoSolutions LLC and its operator. References to "you," "client," or "customer" refer to any individual who books, requests, or receives services.

TheLegatoSolutions is a technology support and guidance service — not a contractor, electrician, licensed tradesperson, or full installation company. Services are scoped accordingly.

Scope of Services

TheLegatoSolutions provides the following categories of service to residential and home-office clients:

• Routine technical support — diagnosing and resolving common device and connectivity issues
• Device setup & configuration — computers, printers, smart TVs, streaming devices, and home tech products
• Home network support — Wi-Fi setup, router configuration, and standard troubleshooting
• Guidance & consultation — walkthroughs, tutorials, and technology education
• Sonos & audio system support — setup, configuration, and walkthroughs for supported audio systems
• Remote support — screen-share assistance and troubleshooting for routine issues

Services are limited to standard home technology support unless otherwise agreed in writing. Any work outside this scope must be discussed and quoted separately before we begin.

Excluded Services

The following work falls outside the standard scope of TheLegatoSolutions and is not included in any standard booking, flat-rate service, or Care Plan visit unless separately quoted and confirmed in writing:

• TV mounting or bracket installation
• Drilling into walls, ceilings, or floors
• In-wall or behind-wall cable routing
• Electrical work of any kind
• Structural modifications to the home
• Any work requiring a trade license or permit
• Large-scale AV installations (multi-room audio builds, in-ceiling speaker installs, custom home theater wiring)
• Advanced enterprise or commercial networking builds beyond standard home troubleshooting
• Commercial IT support (unless explicitly contracted in writing)
• Specialized data recovery requiring third-party lab services
• Any labor-intensive or project-based work outside normal residential tech support

If a booking is submitted for work that falls within the above exclusions without prior disclosure, TheLegatoSolutions reserves the right to decline, re-scope, or requote the job before proceeding (see Section 13).

Service Area

In-person services are currently available to clients located within Manhattan, New York City, spanning from the Financial District in Lower Manhattan through the Upper East Side and Upper West Side.

We reserve the right to decline in-person service requests from locations outside this area at our sole discretion. Remote (virtual) support sessions are available regardless of location, subject to availability.

We do not currently service the following:

• Locations outside Manhattan borough limits for in-person visits
• The Bronx, Brooklyn, Queens, or Staten Island for in-home appointments (at this time)
• Commercial office buildings that require advance clearance, vendor registration, or insurance certificates we have not pre-approved
• Any location we deem unsafe, inaccessible, or unsuitable for service (see Section 8)

Care Plan Subscription

The Care Plan is a monthly subscription offered at $150/month, billed through Stripe. Subscribing constitutes acceptance of these terms in addition to any terms presented at checkout.

What's included each billing cycle:

• One (1) in-home visit, capped at 60 minutes of included service time
• Priority remote support for routine issues (see Section 6)
• Priority scheduling — subscribers are scheduled ahead of standard booking queue

Rollover visits:

• If a visit is not used in a given billing cycle, it rolls over to the next month
• A maximum of 2 visits may be banked at any time
• Banked visits expire if the subscription is cancelled
• Subscribers may earn additional banked visits through the referral program (see Section 14)

Scope of Care Plan visits:

Care Plan visits are intended for routine home tech support and maintenance. They do not include large installations, project-based work, or work in excluded service categories (see Section 3) unless separately quoted and agreed upon in writing. Complex or extended work beyond the 60-minute visit may be scoped and billed independently.

Subscription billing:

• Subscriptions renew automatically each month on the billing date
• You may cancel at any time before the next renewal date — cancellation takes effect at end of the current paid period
• Cancellation can be managed through your plan portal at my-plan.html
• We do not issue refunds for partial billing periods
• Subscription rates may be updated with advance notice — continued use after a rate change constitutes acceptance

Remote Support

Remote support is available to Care Plan subscribers as part of their subscription, and to one-time clients at the applicable hourly rate. Remote sessions are conducted via secure screen-sharing tools (such as Quick Assist, AnyDesk, or similar).

Care Plan remote support:

Subscriber remote support is provided for routine issues and reasonable assistance — quick troubleshooting, settings guidance, software questions, and similar short-form help. It is not a substitute for an in-home visit and does not cover extended or complex work.

All remote sessions:

• You must initiate and grant remote access — we will never connect without your active permission
• You should be present and watching the screen for the full session
• You may end the session at any time by disconnecting
• Remote access tools are removed upon completion unless you request otherwise in writing
• Connection instability on your end does not waive fees for time already worked

Time, Overage & Project Work

Included time:

Each in-home visit — whether booked as a flat-rate service or as part of the Care Plan — includes a defined amount of service time as stated at booking or in your subscription. Care Plan visits include up to 60 minutes of in-home service time per visit.

Overage:

If a session requires additional time beyond the included amount due to scope, complexity, or conditions not disclosed at booking, additional time is billed at $75 per 30-minute increment. Time is tracked per visit. We will always notify you before going over and give you the choice to continue, pause, or stop. No overage charges are applied without your approval.

Project and installation work:

Work that falls outside routine tech support — including larger setups, multi-device configurations, or project-based work — may require:

• A separate quote before we begin
• A dedicated scheduled appointment outside of a standard or Care Plan visit
• Independent billing at an agreed rate

Rates may be updated with advance notice. The rate communicated at booking confirmation is the rate that applies to that session.

Scheduling, Cancellations & No-Shows

All bookings submitted through our website are requests, not confirmed appointments, until you receive written confirmation via email or text. Do not assume a time slot is held until you hear from us directly.

Please ensure an adult (18+) is present for the full duration of any in-home visit. We will not work in an unattended home.

Pricing & Payment

All pricing is listed on our booking page and is subject to change. The price confirmed at booking is the price that applies to that session.

Hourly services (Custom Jobs, Tech Coaching, Consultation) are billed for actual time worked, rounded to the nearest 30 minutes. The minimum billable time for any session is 30 minutes.

Payment terms:

• Payment is due upon completion of service, unless otherwise agreed in writing
• We accept payment via secure link (Stripe, Venmo, or Zelle) sent after confirmation
• Invoices not paid within 7 days of service completion may incur a $25 late fee
• Disputed charges must be raised within 48 hours of payment
• Care Plan billing is handled entirely through Stripe (see Section 5)

Client Responsibilities

• Accurate information: Describe the issue honestly at booking. Withholding relevant details may affect service quality and pricing.
• Device access: Have devices powered on and accessible, with login credentials available. We cannot proceed without access.
• Data backup: Back up important files before any session. TheLegatoSolutions is not responsible for data loss during service (see Section 16).
• Presence: An adult (18+) must be present for the full duration of any in-home visit.
• Honest disclosure: Disclose known hardware damage, previous repair attempts, or unusual conditions before the session begins.
• Software licensing: Ensure you have legal rights to any software you ask us to install or activate (see Section 17).
• Scope accuracy: Do not book a standard service to cover work that falls under excluded services (Section 3) or project work (Section 7).

Workspace & Environmental Standards

We ask that the workspace is reasonably accessible and safe. Specifically:

• Clean and accessible — we need space to work without hazardous clutter or unsanitary conditions
• Functioning lighting and adequate ventilation
• Free from active infestations — we reserve the right to decline service if such conditions are present
• No biohazardous materials or conditions posing a health or safety risk
• Stable power source for devices requiring power during service

Our commitment to you: We arrive on time, in clean and presentable attire, and treat your home with respect. We do not eat, drink, or use personal facilities unless offered. We leave the workspace in the same or better condition than we found it.

Professional Conduct & Zero-Tolerance Policy

We commit to you:

• Treating you and your home with complete respect at all times
• Speaking clearly and without condescension, regardless of your technical background
• Never making you feel judged, rushed, or embarrassed
• Being honest about what we can and cannot fix
• Never accessing files or accounts beyond what is necessary for the stated job

We ask of you:

• Speak to our technician respectfully at all times
• Do not use threatening, aggressive, or abusive language or behavior
• Do not make requests outside the scope of what was booked without discussion
• Do not record the session (audio or video) without prior written consent

Right to Refuse or Re-scope

TheLegatoSolutions reserves the right to decline, pause, re-scope, or terminate any service — without waiving fees for time already worked — when:

• The requested work falls outside our standard service scope (see Sections 2 & 3)
• The scope of work was misrepresented or materially understated at booking
• Workspace conditions are unsafe, unsanitary, or hazardous (see Section 11)
• Client conduct is hostile, abusive, or threatening (see Section 12)
• The work involves illegal activity, piracy, or unauthorized system access
• The job requires a trade license or permit we do not hold
• The device condition presents unforeseen safety or liability concerns
• The location is outside our service area or access cannot be granted

We will communicate the reason clearly and professionally. Refusal or re-scoping does not entitle the client to a refund of fees already paid or owing for time worked or travel.

Referrals & Promotions

TheLegatoSolutions may offer referral benefits, promotional rates, or reward credits from time to time. The following applies to all such programs:

• Referral and promotional benefits may be modified or discontinued at any time with reasonable notice
• Referral credits and rollover visits earned through referrals are non-transferable and have no cash value
• Abuse of the referral system — including self-referrals, fraudulent accounts, or coordinated manipulation — may result in forfeiture of all earned benefits and suspension of the subscription
• Eligibility for referral rewards may be reviewed at our discretion
• Promotional rates apply only as stated and do not carry over to future billing cycles unless explicitly specified

Data, Privacy & Your Files

We understand that your devices contain personal, financial, and sensitive information. Our work is limited strictly to what is necessary to complete the stated service.

What we do not do:

• Copy, transmit, or retain your personal data
• Access accounts, email, or cloud storage beyond what is required for the job
• Install monitoring software or remote access tools without your explicit written consent
• Share your personal information with any third party

Information submitted through our booking and contact forms is used solely to schedule and deliver your service. We do not sell, rent, or share this information.

Liability & Warranty Disclaimer

TheLegatoSolutions provides services on a best-effort basis. We cannot guarantee specific outcomes in all situations.

We are not responsible for:

• Data loss or corruption occurring during or after service
• Hardware failure attributable to pre-existing conditions, age, or manufacturer defects
• Third-party software malfunctions, update failures, or service outages
• Hidden or undisclosed conditions discovered during service (structural, electrical, or otherwise)
• Issues arising after service due to client-made changes, new installations, or misuse
• Unsupported, end-of-life, or incompatible systems that limit what we can accomplish
• Loss of business, income, or productivity due to device downtime
• Indirect, incidental, or consequential damages of any kind

Our maximum liability in any case is limited to the amount paid for the specific service session or billing cycle in which the issue arose.

If you are dissatisfied with an outcome, contact us within 48 hours of the completed session. We will make every reasonable effort to address it at no additional charge — this is our commitment to you, separate from any legal obligation.

Software, Licensing & Third Parties

We only install, activate, or configure software that is properly licensed to the client or freely and legally distributable.

• We will not install cracked, pirated, or unauthorized software under any circumstances
• We will not bypass software activation, DRM, or copy protection
• We will not help circumvent access controls on accounts or devices that do not belong to you
• Any request involving unauthorized access or illegal software will result in immediate refusal

The client is solely responsible for maintaining valid software licenses. We accept no liability for licensing disputes or account terminations arising from unlicensed software present on a device before our service.

Governing Law & Disputes

These Terms are governed by and construed in accordance with the laws of the State of New York, without regard to conflict of law principles.

In the event of a dispute, both parties agree to first attempt resolution in good faith through direct communication. If a dispute cannot be resolved informally, it shall be subject to binding arbitration in New York County under the rules of the American Arbitration Association, except where prohibited by law.

Nothing in this clause prevents either party from seeking emergency injunctive relief from a court of competent jurisdiction.

Changes to These Terms

TheLegatoSolutions may update these Terms at any time. When changes are made, the "Last Updated" date at the top of this page will be revised. Continued use of our services after any update constitutes acceptance of the revised terms.

For active bookings, the terms in effect at the time of booking confirmation apply. For active Care Plan subscriptions, material changes will be communicated with reasonable advance notice.

Contact

Questions about these terms, clarification before booking, or concerns about a service — reach out directly:

• Email: thelegatosolutions@gmail.com
• Location: Manhattan, NYC
• Plan portal: my-plan.html

These terms do not constitute legal advice. If you require legal guidance, please consult a licensed attorney.