Terms of Service
Effective date: March 2026
These terms explain how Trace Micro services are offered, what you can expect from the support process, and the responsibilities that apply when you use the site or purchase service.
Support Scope
We provide remote and, where offered, onsite troubleshooting and support as described on the site or in written communication. Specific outcomes can depend on third-party vendors, device condition, configuration, data integrity, user access, and environmental factors outside our direct control.
Client Responsibilities
You are responsible for maintaining current backups and for providing accurate information about the issue. If remote access is required, you must provide explicit consent and remain available during support sessions unless agreed otherwise. You should not submit passwords, MFA codes, or full card numbers through the contact form.
Communications and Ticket Updates
If you provide contact information, we may communicate with you by email and phone about active requests or tickets. Support-related SMS is used only when you separately consent to receive it in connection with an active request or ticket. SMS is used for transactional communications such as ticket updates, scheduling, and requests for information. Message frequency varies. Message and data rates may apply. Reply STOP to opt out of SMS and HELP for help.
Payments and Refunds
Pricing and payment terms are described on the Pricing page and during checkout. Where a refund policy or service limitation is displayed at purchase, that checkout disclosure controls for the purchased service. Completed work, time spent diagnosing issues, and third-party costs may affect refund eligibility.
Backups and Data Responsibility
You remain responsible for maintaining appropriate backups and for confirming that important data is protected before repair, troubleshooting, configuration changes, or remote support work begins. Trace Micro is not responsible for pre-existing data loss, corruption, malware damage, vendor outages, or other conditions outside the scope of the purchased service.
Limitation of Liability
To the maximum extent permitted by law, Trace Micro will not be liable for indirect, incidental, special, consequential, or punitive damages. Our total liability for any claim is limited to the amount paid for the specific service giving rise to the claim.
Changes
We may update these terms from time to time. Updated terms become effective when posted to this page unless a different effective date is stated.
Contact
Questions about these terms can be sent through the Contact page.