1. Appointments and communication
Service is by appointment. Arrival and completion times are estimates because diagnosis and travel can vary. Customers should provide accurate contact and access information and disclose deadlines, known hazards, prior repairs, security incidents, and device damage. A reasonable late-cancellation or no-show fee may apply when disclosed during booking.
2. Diagnosis, estimates, and authorization
A diagnostic service identifies likely causes and options; it does not guarantee repair or recovery. Estimates are based on the known condition and stated scope. Neighbor & Main will request approval before material additional labor, parts, subscriptions, data handling, or scope changes. Only an adult owner or authorized business representative may approve work.
3. Backups and data-loss risk
Hardware failure, malware, encryption, repair, updates, migration, and ordinary handling can expose existing data loss or cause additional loss. Customers remain responsible for maintaining current, verified backups unless backup work is expressly included. Neighbor & Main will discuss known risk and obtain appropriate authorization, but cannot guarantee that data, settings, or programs will be preserved.
4. Passwords, accounts, and confidential information
Customers should sign in themselves whenever practical. If a credential must be shared, use an approved secure method or a temporary password and change it after service. Credentials should not be placed in ordinary email, text, intake forms, invoices, or permanent job notes. Business access should use named delegated accounts and least privilege when the platform allows it.
5. Remote access
Attended remote sessions require express approval and remain visible to the customer. The customer can end the connection at any time. Unattended access, monitoring, or recurring management requires a separate written agreement. Neighbor & Main will not make an unsolicited call demanding remote access, gift cards, cryptocurrency, or immediate payment.
6. Malware, security, privacy, and data recovery
Cleanup, configuration, and hardening reduce identified common risks but cannot prove that a device, account, network, or organization is free of compromise, spyware, or surveillance. These services are not digital forensics, evidence certification, penetration testing, compliance certification, or guaranteed incident response. Wi-Fi improvements remain limited by the provider plan, equipment, wiring, distance, construction, and radio conditions. Recovery results depend on media condition, overwriting, encryption, and prior attempts; no particular file or amount of data is guaranteed. High-risk incidents and physically damaged or critical media may be referred to a specialist.
7. Parts, software, and customer-provided equipment
Parts, licenses, subscriptions, shipping, and taxes require approval and may require advance payment. Third-party products remain subject to their manufacturers' and vendors' warranties and terms. Neighbor & Main is not responsible for defects in customer-provided or third-party products, but will document reasonable compatibility concerns identified before work.
8. Payment and deposits
Payment is due as stated on the estimate or invoice. Special-order parts and defined projects may require a deposit. Approved diagnostic and completed labor fees remain due even when a device cannot be repaired or the customer declines further work. Chargebacks do not replace the written dispute process.
9. Workmanship and limitations
Any labor correction period, warranty, remedy, liability limit, or exclusion is stated in the signed service terms. It does not cover new problems, misuse, customer changes, malware reinfection, failing components, or third-party products unless the signed terms say otherwise.
10. Completion, pickup, and unclaimed property
Customers should review completion notes, test the stated outcome, and retrieve devices promptly. Storage charges, notice procedures, and disposition of unclaimed equipment must be stated in the signed authorization and applied only after required notices and applicable Illinois law. Neighbor & Main should not sell, recycle, or dispose of customer property based on this website summary alone.
11. AI and automation
AI output may be inaccurate, incomplete, biased, or unsuitable. Automations may fail because of permissions, data quality, vendor changes, outages, or unexpected inputs. Projects identify approved data, human review points, error handling, access, testing, and a manual fallback. Customers remain responsible for final business decisions, legal compliance, and appropriate review of generated output.
12. Business and recurring services
Business projects define systems, users, contacts, assumptions, exclusions, acceptance criteria, support hours, response targets, change control, and third-party dependencies. Recurring support begins only under a separate signed agreement; no webpage statement creates 24/7 monitoring, guaranteed response, cybersecurity insurance, or regulatory compliance.
13. Websites, forms, and booking workflows
Digital projects define pages or workflows, supplied content, accessibility and performance requirements, integrations, acceptance criteria, revision limits, ownership, launch responsibilities, and support after handoff. Domains, hosting, software subscriptions, messaging, payment processing, and paid assets remain customer-owned and separately priced unless the scope says otherwise. Forms must not collect passwords, raw payment-card details, or regulated or highly sensitive information without an approved security, retention, and processing plan. Search rankings, leads, revenue, third-party uptime, and perfect compatibility cannot be guaranteed.
14. Community Tech Pricing and promotions
Community Tech Pricing is available by application for the listed personal and household services and requires a brief explanation, reasonable current documentation of serious financial hardship, and approval before service. Applicants may redact sensitive and unrelated details and should not send supporting documents through the public request form, ordinary email, or text. Approval remains valid for 12 months and may be used for any listed service without an appointment-frequency or monthly-dollar cap; each job must still fit the published scope, and eligibility is reverified afterward. Reduced prices apply only within each listed scope; parts, software, subscriptions, third-party costs, extended travel, business work, and broader or complex work are separate. Community Tech Pricing cannot be combined with the Opening Neighbor Credit, referral credits, coupons, or another promotion. While active, the Opening Neighbor Credit is automatically applied at final invoice to the first 25 eligible new household customers whose completed standard-price personal technology or personal security service is $69 or more; it excludes Community Tech Pricing, parts, third-party costs, and other promotions.