Terms of Service

Last Updated: March 11, 2025

Welcome to tansowny.tech! These Terms of Service (“Terms”) govern your use of our Linux support services. By subscribing, you agree to these Terms.

1. Governing Law

These Terms are governed by the laws of Alberta and the federal laws of Canada applicable therein. Any disputes will be resolved in the courts of Alberta.

2. Privacy Policy

We comply with Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA). Your data will:

  • Be collected only for providing services.
  • Never be sold to third parties.
  • Be stored securely within Canada unless otherwise stated.

Link to full Privacy Policy

3. Refund Policy

Annual Plans:

  • 30-Day Satisfaction Guarantee:
    Full refund within 30 days of purchase if our service does not meet your expectations. To qualify:

    1. You must contact us with feedback explaining your dissatisfaction.
    2. Refunds are subject to fair usage limits (≤ 3 support requests during the 30-day period).
    3. Refunds may be denied if misuse is suspected (e.g., excessive support requests without genuine need, abusive behavior toward staff).

  • After 30 Days: No refunds.

Monthly Plans:

  • No refunds for partial months.

Exceptions:

Refunds may be issued at our discretion for service failures (e.g., unresolved technical issues).

Alberta Consumer Rights:
You retain rights under Alberta’s Consumer Protection Act, including protections against unfair practices.

4. Service Coverage

  • Includes:

    • Remote installation, troubleshooting, configuration, and maintenance of Linux systems.
    • Assistance with software installation, updates, and security best practices.

  • Excludes:

    • Hardware repairs or on-site visits.
    • Support for non-Linux operating systems (e.g., Windows, macOS).

Communication Tools:

  • Support requests must be submitted via our Zammad ticketing system (hosted on our private servers) or email.
  • Blog updates are sent via Mailchimp; unsubscribe anytime using the link in emails.

5. Service Level Agreement (SLA)

Critical Issues

  • Definition: Complete system outage or critical functionality failure (e.g., server down, inability to work).
  • Response Time: Acknowledged within 8 business hours (Alberta time, Mon-Fri 9 AM – 5 PM, excluding holidays).
  • Resolution Goal: Prioritized immediately and resolved as quickly as possible, typically within 1 business day.

High-Priority Issues

  • Definition: Major functionality impaired but workarounds exist (e.g., partial service degradation).
  • Response Time: Acknowledged within 24 business hours.
  • Resolution Goal: Addressed within 1-2 business days.

Medium/Low-Priority Issues

  • Definition: Minor bugs, non-urgent requests, or general inquiries.
  • Response Time: Acknowledged within 48 business hours.
  • Resolution Goal: Addressed within 3-5 business days.

Business Hours: Monday–Friday, 9 AM – 5 PM (Alberta Time), excluding statutory holidays.

Exceptions:

  • Response times for issues submitted outside business hours begin at 9 AM the next business day.
  • Resolution timeframes depend on issue complexity and resource availability.

6. Acceptable Use Policy (AUP)

You agree not to:

  • Harass, threaten, or abuse support staff.
  • Use our services for illegal activities or to violate third-party rights.
  • Reverse-engineer, decompile, or disrupt our tools/systems.
  • Share account access with unauthorized users.
  • Submit excessive or frivolous support requests.

Violations may result in immediate service termination without refund.

7. Payments and Taxes

  • Payment Processor: Subscriptions are processed securely via Stripe. By subscribing, you agree to Stripe’s Terms of Service and Privacy Policy.
  • Currency: All prices are in CAD (Canadian Dollars).
  • Taxes: GST (5%) will be added to all subscriptions.

8. Cancellation

You may cancel your subscription at any time through your account dashboard. No prorated refunds for mid-cycle cancellations.

9. Dispute Resolution

  • Unresolved disputes may be escalated to the Alberta Civil Claims Process or small claims court.
  • Arbitration (if used) will occur in St. Albert, Alberta.

10. Contact Information

Mailing Address (Correspondence Only):
tansowny.tech
330 Avro Ave
Pointe-Claire, Quebec
H9R 5W5

This is a mailing address for efficient mail handling only. tansowny.tech is a business registered in the Province of Alberta, Canada, and our team operates remotely from Alberta.

Email: scott@tansowny.tech
Phone: 587-557-1068