Effective Date: April 22, 2026
Last Updated: April 22, 2026
This Tech Support Services Addendum (“Addendum”) supplements and is incorporated into Secureonix LLC’s Terms of Service, Privacy Policy, Refund and Return Policy, and Shipping Policy. It specifically governs the delivery of our remote technical support, cybersecurity, optimization, and data recovery services.
This Addendum exists to ensure full transparency between Secureonix LLC (“Secureonix,” “we,” “us,” or “our”) and our customers (“you,” “your,” or “Customer”) regarding how our tech support services are purchased, scheduled, performed, and supported — and to establish clear consumer protections that meet or exceed industry best practices and payment processor compliance standards.
By purchasing any tech support service from Secureonix, you acknowledge that you have read, understood, and agreed to the terms of this Addendum.
1. Scope of Tech Support Services
3. No Unsolicited Contact Pledge
4. Informed Consent for Remote Access
5. Pre-Service Disclosure Requirements
6. Pricing Transparency and No Hidden Fees
7. One-Time Service Model – No Subscriptions
8. Service Delivery Standards
9. Technician Credentials and Conduct
10. Customer Responsibilities
11. Data Privacy During Service Sessions
12. Acknowledgment of Service Limitations
13. Service Completion and Documentation
15. Refund Rights Under This Addendum
16. Fraud Prevention and Security Commitments
17. Chargeback and Payment Dispute Policy
18. Escalation and Complaint Resolution
19. Regulatory Compliance
21. Customer Acknowledgment
1. SCOPE OF TECH SUPPORT SERVICES
Secureonix LLC provides the following remote tech support services, each delivered as a one-time, single-session engagement:
• Cloud Armor – Advanced Ransomware Defense — $199.99 — Ransomware protection setup
• Complete Threat Elimination Package — $349.99 — Malware removal and remediation
• Platinum System Performance Suite — $399.99 — System optimization
• Enterprise Cyber Defense Command Center — $499.99 — Security audit, hardening, and configuration
• Secure Fortress – Identity Protection Pro — $649.99 — Identity audit and monitoring setup
• Emergency Data Rescue & Restore — $699.99* — Data recovery and emergency response
*Emergency Data Rescue & Restore uses conditional pricing: $699.99 for successful recovery, or a reduced $199.00 diagnostic fee if data is determined to be unrecoverable. See Section 15 for details.
Each service includes a clearly defined scope, deliverables, and outcomes, which are disclosed on the corresponding product page at secureonix.net prior to purchase.
To avoid any confusion, Secureonix LLC does not provide the following:
❌ 24/7 Ongoing Monitoring – Our services are one-time sessions. We do not monitor customer systems continuously after service delivery.
❌ Permanent Remote Access – We do not install backdoors, persistent remote access tools, or monitoring agents that remain active after the session ends.
❌ Hardware Repair – Our services are software-based. We cannot repair physical hardware defects (failing drives, damaged RAM, broken screens, etc.).
❌ Third-Party Software Licenses – Secureonix may configure third-party tools during service, but ongoing subscription or license fees for those tools are the customer’s responsibility.
❌ Data Backup Storage – We do not provide cloud backup storage services. If backup tools are configured, any storage subscriptions are separate from our one-time fee.
❌ Operating System Reinstallation – Unless specifically described in a service package.
❌ Recovery Guarantees for Physically Destroyed Drives – Some data is genuinely unrecoverable (fire, water damage, severe physical trauma).
3. NO UNSOLICITED CONTACT PLEDGE
Secureonix LLC is firmly committed to ethical business practices and expressly states:
✅ Secureonix does not make unsolicited phone calls, emails, pop-ups, or browser warnings claiming to detect threats on your computer.
✅ Secureonix does not generate fake virus alerts, system warnings, or scare tactics to prompt service purchases.
✅ Secureonix does not impersonate Microsoft, Apple, Google, Amazon, or any other technology company.
✅ Secureonix does not contact customers claiming to be from their internet provider, bank, or government agency.
✅ All customer engagements are initiated by the customer, who voluntarily visits secureonix.net and makes a purchase.
If you received a call, email, pop-up, or alert claiming to be from Secureonix that you did not initiate, it is fraudulent. Please report it immediately to contact@secureonix.net with the subject line “Fraudulent Communication Report.”
4. INFORMED CONSENT FOR REMOTE ACCESS
All tech support services require the customer’s explicit, informed, and real-time consent for remote access. Secureonix’s remote access process includes the following safeguards:
• Pre-Session Disclosure: Before the session begins, you will be told exactly what the technician will do, what tools will be used, and how long the session is expected to take.
• Explicit Authorization: You must actively grant remote access by entering a temporary access code or approving a connection request. Access cannot be initiated without your direct input.
• Real-Time Visibility: You must be present and able to observe the technician’s actions on your screen throughout the entire session.
• Right to Terminate: You retain the absolute right to end the remote session at any time, for any reason, without penalty or consequence to your refund eligibility.
• Automatic Disconnection: At the conclusion of each session, the remote access connection is permanently terminated. No persistent access remains.
5. PRE-SERVICE DISCLOSURE REQUIREMENTS
Before initiating any paid remote service, Secureonix technicians are required to:
✅ Identify themselves by name and technician ID.
✅ Confirm the specific service you purchased and the total amount paid.
✅ Explain the scope of work, expected duration, and anticipated outcomes.
✅ Disclose any known limitations or conditions that may affect service results (e.g., hardware issues, outdated operating system).
✅ Confirm that you have the right to cancel before work begins at no charge.
✅ Answer any questions you have about the service before proceeding.
If you feel rushed, pressured, or uncomfortable at any point, you have the right to pause or cancel the session.
6. PRICING TRANSPARENCY AND NO HIDDEN FEES
Secureonix LLC commits to complete pricing transparency:
• All prices are disclosed on the product page at secureonix.net before purchase.
• Prices are listed in U.S. Dollars (USD).
• No add-on services or upsells are performed during the session without your explicit consent and authorization.
• No hidden fees, surcharges, or processing fees beyond what is displayed at checkout.
• No price increases after service has begun.
• Conditional pricing for Emergency Data Rescue & Restore is disclosed clearly on the product page and explained again by the technician before work begins.
If a technician identifies additional issues during your session that fall outside your purchased service, we will inform you transparently, and any additional work will require a separate purchase and your explicit approval. You are under no obligation to accept additional services.
7. ONE-TIME SERVICE MODEL – NO SUBSCRIPTIONS
Secureonix operates exclusively on a one-time payment model. We explicitly confirm:
❌ No recurring charges of any kind.
❌ No hidden subscription fees.
❌ No free trials that convert to paid subscriptions.
❌ No membership programs requiring ongoing payment.
✅ One purchase = one complete service session.
✅ If you need service again in the future, you simply place a new order.
Your payment card will be charged only once per transaction, at the time of checkout, for the specific service you purchased.
8. SERVICE DELIVERY STANDARDS
All Secureonix tech support services are delivered in accordance with the following standards:
• Qualified Technicians: All services are performed by trained technicians with documented experience in cybersecurity, IT support, or data recovery.
• Secure Remote Access Tools: We use industry-standard, encrypted remote access software.
• Documented Procedures: Each service follows a standardized workflow to ensure consistency and quality.
• Reasonable Session Duration: Sessions typically last 45–120 minutes depending on service complexity.
• Professional Communication: Technicians communicate clearly, respectfully, and without high-pressure sales tactics.
9. TECHNICIAN CREDENTIALS AND CONDUCT
Secureonix technicians are expected to:
✅ Identify themselves accurately at the start of every session.
✅ Focus exclusively on the purchased service.
✅ Avoid browsing personal files, photos, documents, or data unrelated to the service.
✅ Refrain from installing any software outside the scope of the purchased service without your explicit consent.
✅ Avoid upselling during the active session in a way that feels pressured or coercive.
✅ Comply with all applicable privacy, data protection, and professional conduct standards.
✅ Never request access to your bank accounts, email passwords, or other unrelated credentials.
Any technician misconduct should be reported immediately to contact@secureonix.net with the subject line “Technician Conduct Report.”
10. CUSTOMER RESPONSIBILITIES
To ensure a successful tech support engagement, you agree to:
✅ Provide accurate contact and system information at checkout.
✅ Be present and available for the entire scheduled session.
✅ Back up important data before service begins (except where recovery is the explicit purpose of service).
✅ Grant remote access permissions only when prompted by a verified Secureonix technician.
✅ Close sensitive personal files, financial records, and private documents before the session.
✅ Maintain a stable internet connection during the session.
✅ Follow technician instructions to complete the service successfully.
✅ Communicate any concerns immediately, either during or after the session.
11. DATA PRIVACY DURING SERVICE SESSIONS
Secureonix LLC takes customer data privacy seriously during every service session:
• Minimum Necessary Access: Technicians access only what is required to complete the service.
• No Data Copying: Technicians do not copy, download, transmit, or retain customer files unless required to remediate malware or perform data recovery.
• No Personal Data Viewing: Technicians are trained to avoid opening personal files, photos, emails, or financial documents unless specifically required.
• Diagnostic Data Deletion: Any temporary diagnostic files created during service are securely deleted within 90 days of service completion.
• Session Logs: We maintain session logs for quality assurance and compliance, containing only technical actions performed — not your personal data.
For complete details, please review our Privacy Policy.
12. ACKNOWLEDGMENT OF SERVICE LIMITATIONS
You acknowledge and understand that:
• No cybersecurity service can guarantee 100% protection against all threats.
• Results may vary based on device age, condition, and pre-existing issues.
• Some data is permanently unrecoverable due to physical damage or overwriting.
• Performance improvements depend on hardware capabilities.
• New threats, user behavior, or system changes after our service may introduce new vulnerabilities.
• Secureonix cannot control events that occur after service completion, including user actions, third-party software updates, or new attack vectors.
Our 87% average file recovery rate for Emergency Data Rescue & Restore is a historical average — not a guarantee for any specific case.
13. SERVICE COMPLETION AND DOCUMENTATION
At the conclusion of every tech support session, you will receive:
• A verbal and/or written summary of all work performed.
• A list of any software installed or configured.
• Recommendations for ongoing maintenance and security best practices.
• Confirmation that remote access has been terminated.
• Your case reference number for any follow-up questions.
For specific service types, additional documentation is provided:
• Platinum System Performance Suite: Performance report showing before/after metrics.
• Enterprise Cyber Defense Command Center: Custom security action plan.
• Secure Fortress – Identity Protection Pro: Personalized Identity Theft Action Plan.
• Emergency Data Rescue & Restore: Recovery summary listing recovered files.
After your service session ends, Secureonix provides:
• Follow-Up Questions: Free email and phone support for questions about the completed service, during normal business hours.
• 30-Day Re-Infection Guarantee (Complete Threat Elimination Package): If the same threats return within 30 days, we will re-perform the service at no additional charge or issue a full refund.
• Ransomware Recovery Guarantee (Cloud Armor – Advanced Ransomware Defense): If ransomware encrypts files within 30 days of service despite proper configuration, we will attempt decryption or refund your service fee.
• 90-Day Satisfaction Guarantee: Available across all services. See Section 15.
Post-service support does not include:
• Additional service sessions unless separately purchased.
• Support for unrelated issues that arise after the completed service.
• Ongoing monitoring or consulting.
15. REFUND RIGHTS UNDER THIS ADDENDUM
15.1 90-Day Money-Back Satisfaction Guarantee
All tech support services include a 90-day money-back satisfaction guarantee from the date of purchase. If you are not satisfied with the service, you may request a full refund within 90 calendar days.
15.2 Emergency Data Rescue & Restore – Conditional Refund
• Successful Recovery — Amount Charged: $699.99 — Refund: Full refund within 90 days if dissatisfied with recovered files.
• Unsuccessful Recovery — Amount Charged: $199.00 (reduced diagnostic fee) — Refund: Reduced fee is non-refundable (covers technician time and advanced diagnostics).
• Service Not Started — Amount Charged: $0.00 — Refund: Full refund processed immediately.
15.3 How to Request a Refund
• Email: contact@secureonix.net (Subject: “Refund Request – [Order Number]”)
• Response Time: Acknowledged within 24 business hours.
Full refund terms, eligibility, and processing timelines are detailed in our Refund and Return Policy.
16. FRAUD PREVENTION AND SECURITY COMMITMENTS
Secureonix LLC is committed to protecting customers from tech support fraud, a widespread industry concern. Our fraud prevention commitments include:
What Secureonix Will NEVER Do:
❌ Contact you unsolicited claiming to detect viruses, threats, or infections on your device.
❌ Display pop-ups, browser warnings, or fake system alerts urging you to call us.
❌ Impersonate Microsoft, Apple, Google, Amazon, your ISP, or any other company.
❌ Demand immediate payment or threaten legal consequences for declining service.
❌ Request payment via gift cards, wire transfers, cryptocurrency, or payment methods outside our secure checkout.
❌ Ask for remote access without a prior service purchase and explicit consent.
❌ Request your banking credentials, passwords, or unrelated personal information.
How to Verify You’re Dealing With Secureonix:
✅ We only respond to customer-initiated contact through our official phone number 888-795-1117 or email contact@secureonix.net.
✅ All purchases are processed through our secure checkout at secureonix.net with SSL encryption.
✅ Secureonix technicians will always identify themselves and confirm the specific service you purchased before any remote access begins.
If you encounter anyone impersonating Secureonix, please report it immediately to contact@secureonix.net.
17. CHARGEBACK AND PAYMENT DISPUTE POLICY
Secureonix LLC strongly encourages customers to contact us before initiating a chargeback with their bank or card issuer. In nearly all cases, direct communication with our support team resolves issues faster than a formal chargeback.
• We respond to all refund requests within 24 business hours.
• We approve legitimate refund requests within 2–3 business days.
• We process approved refunds within 5 business days.
• We maintain detailed service records that we share with you upon request.
Before Filing a Chargeback, Please:
• Contact us at contact@secureonix.net or 888-795-1117.
• Provide your order number and describe your concern.
• Allow us 5 business days to investigate and respond.
• Request escalation to a Senior Support Manager if needed.
Unauthorized chargebacks filed without first attempting to contact Secureonix — particularly for services that were successfully delivered and accepted — may be disputed with the card issuer using our detailed service records.
18. ESCALATION AND COMPLAINT RESOLUTION
If you are not satisfied with your service or the resolution offered:
• Level 1 – Customer Support: Contact our support team at contact@secureonix.net or 888-795-1117.
• Level 2 – Senior Support Manager: Request escalation for a detailed case review.
• Level 3 – Technical Director: For unresolved technical disputes.
• Level 4 – Executive Review: Written complaints may be mailed to our Legal Department.
• Level 5 – Formal Dispute Resolution: As detailed in our Terms of Service (AAA arbitration in Spartanburg County, South Carolina).
Most complaints are resolved at Levels 1 or 2 within 3–5 business days.
19. REGULATORY COMPLIANCE
Secureonix LLC complies with applicable U.S. federal and South Carolina state consumer protection laws and payment processor standards, including:
• Federal Trade Commission (FTC) Act – Prohibiting unfair or deceptive trade practices, including tech support fraud.
• Telemarketing Sales Rule (TSR) – Where applicable.
• Restore Online Shoppers’ Confidence Act (ROSCA) – Transparency in online purchases.
• Payment Card Industry Data Security Standard (PCI-DSS) – Secure payment processing.
• South Carolina Unfair Trade Practices Act – State-level consumer protections.
• Applicable state data breach notification laws.
Secureonix welcomes inquiries from regulatory agencies, payment processors, and consumer protection organizations regarding our business practices.
For questions, concerns, or complaints specifically related to tech support services:
Attn: Tech Support Compliance Department
Toll-Free Phone: 888-795-1117
Email: contact@secureonix.net
Website: https://secureonix.net
Business Hours: Monday–Friday, 9:00 AM – 8:00 PM EST
21. CUSTOMER ACKNOWLEDGMENT
By purchasing any tech support service from Secureonix LLC, you acknowledge and agree that:
✅ You voluntarily initiated contact with Secureonix by visiting secureonix.net.
✅ You understand the scope and limitations of the service you purchased.
✅ You consent to temporary, one-time remote access by a qualified Secureonix technician.
✅ You understand that services are delivered as one-time sessions with no recurring charges.
✅ You have read and agreed to our Terms of Service, Privacy Policy, Refund and Return Policy, Shipping Policy, and Legal Notice.
✅ You understand your rights under the 90-day money-back satisfaction guarantee.
✅ You agree to contact Secureonix directly before filing a chargeback.
✅ You acknowledge that no cybersecurity or IT service can guarantee 100% protection.
LEGAL DISCLAIMER: This Tech Support Services Addendum is provided as part of Secureonix LLC’s commitment to transparent, ethical business practices and payment processor compliance. This document should be reviewed by a licensed South Carolina attorney before final implementation to ensure full legal compliance. Secureonix LLC maintains the right to update this Addendum at any time with notice to customers.
© 2026 Secureonix LLC. All rights reserved.
