LEGAL / FAIR USE
Fair use policy.
Clear expectations for technician time, support memberships and reasonable service use.
Effective November 4, 2026. This Fair Use Policy applies to new SJK VIP Support and Support+ fixed-term memberships, and to support services that expressly incorporate it. The specific accepted membership agreement controls any conflicting coverage commitments; we do not reduce previously purchased benefits retroactively.
Whether support is billed per session or offered through a membership, our technicians provide time, experience, diagnosis and reasonable troubleshooting efforts. We cannot guarantee that a device or issue will be fixed in the first call. Additional work, third-party help, parts or replacement equipment may be needed. Only specific written project commitments or legal guarantees change this rule.
Purpose and fair use
Memberships give eligible customers ongoing access, continuity and the plan's promised check-ins or priority scheduling. They do not constitute unlimited on-demand technician labor, 24/7 availability, guaranteed same-day appointments or a promise to resolve every issue at no extra charge. Use should be reasonable for the enrolled customer, the agreed number of devices and the plan's intended personal, household or separately approved business use.
Typical session lengths and availability
Routine appointments are ordinarily scheduled in approximately one- to two-hour sessions, as appropriate to the plan and issue. Standard membership hours are Monday–Friday, 9:00 a.m.–5:00 p.m. Central Time, excluding communicated closures, unless the accepted plan states otherwise. Priority handling is subject to actual technician availability and does not assure an instant response. Additional appointments may be arranged under fair-use standards and available capacity. SJK will identify when a request exceeds included coverage rather than silently adding charges.
Included versus excluded work
In-scope work may include eligible Windows troubleshooting, routine software problems, configuration guidance, malware concerns, email and Microsoft 365 help, startup or boot assistance and general PC-maintenance advice, only to the extent included in the purchased plan. Work involving new PC builds, major data recovery, hardware and parts, multiple unrelated devices, business fleets, extensive network redesign, commercial projects, third-party subscription or licensing costs and on-site travel is not included unless expressly stated in the membership agreement. We will explain any proposed upgrade or separate project quote before charging.
Reasonable limits and misuse
Membership benefits are for the enrolled customer or expressly covered users and devices and cannot be resold or shared publicly. Repetitive or unusually high-volume requests, deliberate re-opening of closed issues to evade agreed limits, excessive requests inconsistent with the purchased plan, unsafe or unlawful activity, abusive behavior and efforts to use a personal plan for enterprise operations may exceed fair use. SJK will ordinarily explain the concern and reasonable options before restricting future sessions, except where immediate safety, security or abuse concerns require action. Nothing in this policy authorizes withholding a legally required refund or an already-paid expressly promised benefit.
Continuation rates and approval
Where the accepted plan provides them, additional authorized support may be charged at the disclosed member continuation rate (currently $45 per hour) or at an approved after-hours rate (currently $75 per hour, one-hour minimum). Rates, taxes, on-site fees and excluded work must be clearly stated and approved before new billable work; posted rates are not a blanket authorization. A plan-specific written offer prevails over these examples.
Payment, term and refunds
VIP Support and Support+ memberships are fixed-term agreements. Charges are generally non-refundable once the term starts, to the extent law permits. A customer's unused time or decision to end participation early does not automatically entitle them to a prorated reimbursement. SJK may choose to grant a case-by-case courtesy or prorated adjustment when not legally required; applicable consumer rights, written warranties and mandatory refund obligations remain intact. See our Terms of Service for the $79.99 first-hour minimum for non-project service.
Locations and changes
Eligible customers must be physically within the 50 U.S. states, Washington, D.C. or Puerto Rico at the time of service. International support and other locations are not offered. This policy may change for future purchases, with effective dates clearly posted, but changes do not remove rights under existing agreements or mandatory local laws.
Questions
For a plan-specific coverage decision, email support@sjkcreativetech.com or call 214-444-7803. Please include the name of your membership plan and your accepted written terms.