Terms of Service

Last Updated: November 23, 2025

1. Services Overview

TekNeck LLC (doing business as "AirPro HVAC Technical Support") provides:

• Remote Technical Support: Text chat, phone, and video support for HVAC technicians and DIY customers
• Contractor Matching: Connection to verified local HVAC contractors for onsite service
• Equipment Diagnostics: Troubleshooting assistance and repair guidance
• CRM Platform: Customer management tools for HVAC businesses

2. Eligibility and Account Registration

2.1 Age Requirement

• You must be at least 13 years old to use our services
• Users under 18 require parental/guardian consent
• We reserve the right to request age verification

2.2 Account Security

• You are responsible for maintaining the confidentiality of your account credentials
• You must provide accurate, current, and complete information during registration
• You agree to notify us immediately of any unauthorized use of your account
• One person or entity per account (no account sharing)

2.3 Prohibited Users

You may not use our services if you:

• Have been previously suspended or banned from our platform
• Are a competitor using our services for competitive intelligence
• Are prohibited by law from receiving our services

3. Location Services

By using our contractor matching service, you consent to:

• Collection of your location data as described in our Privacy Policy
• Sharing your service address with assigned contractors
• Storage of location data for service delivery and improvement

You may revoke location access at any time, but this may limit functionality such as contractor matching and local service recommendations.

4. Payments and Pricing

4.1 Service Plans

• Free Chat Trial: Limited free chat support for evaluation
• 24-Hour Text Support: Paid text chat support with guaranteed response times
• 24-Hour Video Support: Paid video call support with screen sharing
• Monthly Subscriptions: Recurring monthly plans with unlimited support

4.2 Payment Terms

• Payment is due upon receipt of invoice unless otherwise stated in writing
• Accepted methods: Credit card, debit card, ACH, PayPal
• All prices are in USD and subject to applicable taxes
• Prices may change with 30 days notice to existing customers

4.3 Late Fees

Payments not received within 7 days of the invoice date will incur a late fee of 5% of the total invoice amount. If payment is not received within 30 days, the late fee will increase to 10%.

4.4 Collections

Accounts overdue by more than 60 days will be sent to collections. Any additional costs incurred during the collections process will be the responsibility of the customer.

4.5 Refund Policy

• Chat/Video Sessions: Non-refundable once session has started
• Monthly Subscriptions: Cancel anytime; no refunds for partial months
• Technical Issues: Refunds considered on a case-by-case basis if service was unavailable
• Satisfaction Guarantee: First-time users may request refund within 24 hours if unsatisfied

5. Customer Responsibilities

5.1 Safety and Worksite Conditions

5.2 Information Accuracy

• Provide accurate equipment details and system information
• Disclose all relevant service history and previous repairs
• Report safety hazards or code violations honestly

5.3 Prohibited Activities

You agree NOT to:

• Use our services for any illegal purpose or violate any laws
• Harass, abuse, or threaten our staff or contractors
• Submit false information or impersonate others
• Attempt to hack, reverse engineer, or interfere with our platform
• Scrape, crawl, or data mine our platform without permission
• Use our services to compete with us or build competing products
• Share account credentials with others

6. Liability and Disclaimers

6.1 Technical Support Limitations

6.2 Contractor Services

• Contractors in our network are independent businesses, not AirPro employees
• We verify credentials but do not guarantee contractor workmanship
• Disputes with contractors should be resolved directly with the contractor
• We facilitate connections but are not party to contractor-customer agreements

6.3 Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

• AirPro is not liable for indirect, incidental, or consequential damages
• Our total liability is limited to the amount you paid for services in the past 12 months
• We are not liable for service interruptions, data loss, or equipment failures
• Advice is provided "as-is" without warranties of any kind

6.4 Indemnification

You agree to indemnify and hold AirPro harmless from any claims, damages, or expenses arising from:

• Your use of our services
• Your violation of these Terms
• Your violation of any law or third-party rights
• Contractor services you receive through our platform

7. Intellectual Property

7.1 AirPro Ownership

• All platform content, design, code, and trademarks are owned by AirPro
• You may not copy, modify, or distribute our platform without permission
• "AirPro," logos, and branding are our trademarks

7.2 User Content

• You retain ownership of content you submit (photos, equipment data, etc.)
• By submitting content, you grant us a license to use it for providing services
• We may use anonymized/aggregated data for analytics and improvements

8. Service Availability

• We strive for 99.9% uptime but do not guarantee uninterrupted service
• Scheduled maintenance will be announced in advance when possible
• We are not liable for service interruptions due to factors beyond our control
• Support response times are estimates, not guarantees

9. Termination

9.1 Your Right to Terminate

• You may cancel your account at any time through account settings
• Cancellation does not entitle you to refunds for prepaid services
• You remain responsible for any outstanding payments

9.2 Our Right to Terminate

We may suspend or terminate your account if you:

• Violate these Terms of Service
• Fail to pay for services
• Engage in fraudulent or illegal activity
• Abuse or harass our staff or contractors
• Use services in a way that harms our platform or other users

9.3 Effect of Termination

• Access to services will be immediately revoked
• We may delete your data per our retention policy
• You must pay any outstanding balances
• Sections of these Terms that should survive (liability, indemnification) remain in effect

10. Dispute Resolution

10.1 Governing Law

These Terms are governed by the laws of the State of Arkansas, United States, without regard to conflict of law principles.

10.2 Arbitration Agreement

By using our services, you agree to resolve disputes through binding arbitration rather than in court, except for:

• Small claims court disputes (under $10,000)
• Intellectual property disputes
• Emergency injunctive relief

Arbitration Rules:

• American Arbitration Association (AAA) rules apply
• One arbitrator, mutually agreed upon or appointed by AAA
• Arbitration in Arkansas (or via videoconference)
• Each party pays their own costs unless arbitrator decides otherwise

10.3 Class Action Waiver

You waive the right to participate in class action lawsuits. Disputes must be resolved individually.

11. Modifications to Terms

• We may update these Terms at any time
• Changes will be posted with an updated "Last Updated" date
• Material changes will be notified via email or platform notification
• Continued use after changes indicates acceptance
• If you don't agree to changes, you must stop using our services

12. Miscellaneous

12.1 Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and AirPro.

12.2 Severability

If any provision is found invalid, the remaining provisions remain in effect.

12.3 No Waiver

Our failure to enforce any right does not waive that right.

12.4 Assignment

You may not transfer your rights under these Terms. We may assign our rights to affiliates or successors.

12.5 Force Majeure

We are not liable for delays or failures due to circumstances beyond our control (natural disasters, pandemics, government actions, etc.).

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