Terms & Conditions

About TheLegatoSolutions

TheLegatoSolutions is a sole-proprietor technology support business operating under TheLegatoSolutions LLC in Manhattan, New York City. We provide in-home and remote technology support services to residential and home-office clients.

References to "we," "us," "our," or "TheLegatoSolutions" throughout these terms refer to TheLegatoSolutions LLC and its operator. References to "you," "client," or "customer" refer to any individual who books, requests, or receives services.

Service Area

In-person services are currently available to clients located within Manhattan, New York City, spanning from the Financial District in Lower Manhattan through the Upper East Side and Upper West Side.

We reserve the right to decline in-person service requests from locations outside this area at our sole discretion. Remote (virtual) support sessions are available regardless of location, subject to availability.

We do not currently service the following:

• Locations outside Manhattan borough limits for in-person visits
• The Bronx, Brooklyn, Queens, or Staten Island for in-home appointments (at this time)
• Commercial office buildings that require advance clearance, vendor registration, or insurance certificates we have not pre-approved
• Any location we deem unsafe, inaccessible, or unsuitable for service (see Section 8)

Scheduling, Cancellations & No-Shows

All bookings submitted through our website are requests, not confirmed appointments, until you receive written confirmation from TheLegatoSolutions via email or text message. Do not assume a time slot is confirmed until you hear from us directly.

If you are not present or do not grant access at the time of your confirmed in-person appointment, the no-show fee applies. Please ensure someone aged 18 or older is present for the duration of the visit.

Pricing, Payment & Overtime

All pricing is listed on our booking page and is subject to change. The price displayed at the time of booking confirmation is the price that applies to that session.

Flat-Rate Services

Flat-rate pricing covers up to the estimated time shown for each service. If a job requires additional time beyond the included estimate due to unforeseen complexity, hardware issues, or conditions not disclosed at booking, additional time will be billed at $100 per hour, prorated in 30-minute increments.

We will always notify you before exceeding the flat-rate time limit and give you the option to continue, pause, or stop. No additional charges will be applied without your verbal or written approval.

Hourly Services

Hourly services (Remote Support, Tech Coaching, Custom Jobs, Small Business Consultation) are billed for actual time worked, rounded to the nearest 30 minutes. The minimum billable time for any session is 30 minutes.

Payment

• Payment is due upon completion of service, unless otherwise agreed in writing.
• We accept payment via secure link (Stripe, PayPal, Venmo, or Zelle) sent after confirmation.
• We do not accept cash as a sole form of payment without prior arrangement.
• Invoices not paid within 7 days of service completion may incur a late fee of $25.
• Disputed charges must be raised within 48 hours of payment.

Client Responsibilities

To ensure a successful, efficient service session, clients agree to the following responsibilities prior to and during the appointment:

• Accurate information: Provide an honest, accurate description of the issue at booking. Withholding relevant details may affect service quality and pricing.
• Device access: Have the device(s) to be serviced powered on and accessible. Know your login passwords, or be prepared to reset them — we cannot proceed without device access.
• Data backup: Back up your important files before any service session. While we take every precaution, TheLegatoSolutions is not responsible for data loss that occurs during service (see Section 9).
• Presence: An adult (18+) must be present for the full duration of any in-person visit. We will not work in an unattended home or apartment.
• Honest disclosure: Disclose any known hardware damage, previous repair attempts, or unusual device conditions before the session begins. This helps us give you accurate estimates and avoid unexpected complications.
• Software licensing: Ensure you have legal rights to any software you ask us to install or activate. We will not install unlicensed, pirated, or illegally obtained software (see Section 11).

Workspace & Environmental Standards

TheLegatoSolutions operates in clients' homes and apartments. We hold ourselves to a high standard of professionalism and cleanliness, and we ask clients to provide a working environment that meets basic standards of safety and dignity.

We require that the workspace:

• Is reasonably clean and accessible — we need space to work around the device(s) without navigating hazardous clutter or unsanitary conditions
• Has functioning lighting and adequate ventilation
• Is free from active infestations (rodents, insects, bedbugs, or similar) — we reserve the right to decline or terminate service if such conditions are present without penalty to us
• Does not expose our technician to biohazardous materials, extreme filth, or conditions that pose a health or safety risk
• Has a stable power source for devices requiring power during service

Our standards to you:

TheLegatoSolutions arrives on time, in clean and presentable attire, and treats your home with respect. We do not eat, drink, or use personal facilities unless explicitly offered. We do not bring additional people to appointments without advance notice and your consent. We leave the workspace in the same or better condition than we found it.

Professional Conduct & Zero-Tolerance Policy

TheLegatoSolutions is committed to providing respectful, professional service. We expect the same standard of conduct in return. Every client and every technician deserves to feel safe and respected.

We commit to you:

• Treating you and your home with complete respect at all times
• Speaking clearly and without condescension, regardless of your technical background
• Never making you feel embarrassed, rushed, or judged for the state of your devices
• Being honest about what we can and cannot fix
• Never accessing files, accounts, or data beyond what is necessary for the stated job
• Knocking and waiting for invitation before entering any room

We ask of you:

• Speak to our technician respectfully at all times
• Do not use threatening, aggressive, or abusive language or behavior
• Do not make requests that are outside the scope of what was booked without advance discussion
• Do not ask our technician to work in conditions you would not reasonably expect a professional to accept
• Do not record a session (audio or video) without prior written consent

Right to Refuse or Terminate Service

TheLegatoSolutions reserves the right, at our sole discretion, to refuse, pause, or terminate any service session for any of the following reasons — without waiving any fees for time already worked:

• Unsafe, unsanitary, or hazardous workspace conditions (see Section 6)
• Hostile, abusive, threatening, or harassing behavior (see Section 7)
• Discovery that the requested work involves illegal activity, piracy, or unauthorized access to systems or accounts
• Client provides false information that materially changes the nature or scope of the job
• The physical or digital condition of the device presents unforeseen risks beyond the scope of the booking
• Location falls outside our service area
• The client is not present or able to grant proper access upon our arrival

We will always communicate the reason for refusal or termination clearly and professionally. Refusal of service does not entitle the client to a refund of any fees already paid or owing for time worked or travel.

Data, Privacy & Your Files

We understand that your computer contains personal, financial, medical, and sentimental information. We take your privacy seriously and hold ourselves to a strict standard.

What we access:

Our work is limited strictly to what is necessary to complete the stated service. We do not browse personal files, emails, photos, messages, or financial records unless you specifically ask us to (e.g., "help me find where my photos are saved").

What we do not do:

• We do not copy, transmit, or retain your personal data
• We do not access accounts, browsers, email, or cloud storage beyond what is required
• We do not install monitoring software, remote access tools, or any background applications without your explicit written consent
• We do not share your personal information with any third party

Information submitted through our contact and booking forms (name, email, phone, address, issue description) is used solely to schedule and deliver your service. We do not sell, rent, or share this information.

Liability & Warranty Disclaimer

TheLegatoSolutions provides services on a best-effort basis. While we take every reasonable precaution and stand behind the quality of our work, we cannot guarantee specific outcomes in all situations.

We are not liable for:

• Data loss, corruption, or inaccessibility occurring during or after service
• Hardware failure during or after service that is attributable to pre-existing conditions, age, or manufacturer defects
• Third-party software malfunctions, update failures, or licensing issues
• Issues that arise after service due to client-made changes, new software installations, or misuse
• Indirect, incidental, or consequential damages of any kind resulting from our services
• Loss of business, income, or productivity due to device downtime

Our maximum liability in any case is limited to the amount paid for the specific service session in which the issue arose. We make no warranty, express or implied, regarding the fitness of any repair for a particular purpose beyond what was stated at booking.

If you are dissatisfied with a service outcome, contact us within 48 hours of the completed session. We will make every reasonable effort to address the issue at no additional charge. This is our commitment to you, separate from any legal obligation.

Software, Licensing & Third Parties

TheLegatoSolutions will only install, activate, or configure software that is properly licensed to the client or that is free and legally distributable.

• We will not install cracked, pirated, or unauthorized software under any circumstances
• We will not bypass software activation, DRM, or copy protection systems
• We will not help circumvent access controls on accounts, devices, or systems that do not belong to you
• Any request that appears to involve unauthorized access or illegal software will result in immediate refusal and potential session termination

The client is solely responsible for maintaining valid software licenses on their devices. We accept no liability for software licensing disputes, account terminations, or legal consequences arising from unlicensed software found on a client's device prior to our service.

Remote Sessions

Remote support sessions are conducted via secure, industry-standard screen-sharing tools (such as Quick Assist, AnyDesk, or similar). The following applies to all remote sessions:

• You must initiate and grant remote access — we will never connect without your active permission
• You should be present and watching the screen during the entire session
• You may terminate the remote session at any time by closing the application or disconnecting
• Remote access tools used during the session will be removed upon completion unless you specifically request otherwise in writing
• You are responsible for ensuring your internet connection is stable enough for a remote session; connection failures do not waive session fees for time already worked

Governing Law & Disputes

These Terms and Conditions are governed by and construed in accordance with the laws of the State of New York, without regard to conflict of law principles.

In the event of a dispute, both parties agree to first attempt resolution in good faith through direct communication. If a dispute cannot be resolved informally, it shall be subject to binding arbitration in New York County, New York, under the rules of the American Arbitration Association, except where prohibited by law.

Nothing in this clause prevents either party from seeking emergency injunctive relief from a court of competent jurisdiction.

Changes to These Terms

TheLegatoSolutions reserves the right to update or modify these Terms and Conditions at any time. When changes are made, the "Last Updated" date at the top of this page will be revised. Continued use of our services after any changes constitutes acceptance of the updated terms.

For active bookings in progress, the terms in effect at the time of booking confirmation apply.

Contact

If you have questions about these terms, need clarification before booking, or want to raise a concern, please contact us directly:

• Email: thelegatosolutions@gmail.com
• Location: Manhattan, NYC

These terms do not constitute legal advice. If you require legal guidance, please consult a licensed attorney.