Service Terms and Conditions

All on-site service visits, excluding diagnostic-only appointments, are subject to a minimum labor charge of one (1) hour at the current applicable service rate, plus applicable taxes. The one-hour minimum applies once an on-site appointment has been scheduled and services have been performed, regardless of whether the work requires less than one hour to complete. A standard $35.00 on-site service fee, plus applicable tax, also applies to on-site appointments and covers travel, scheduling, and dispatch-related costs. Any labor performed beyond the initial one-hour minimum may be billed in 15-minute increments. Unless otherwise stated in writing, all listed prices, labor charges, service fees, products, and licensing costs are subject to applicable federal, state, and local taxes as required by law.

When required by applicable law or otherwise appropriate for the requested service, Ethical Hackers, LLC may provide the client with an estimate before work begins.

If additional labor, replacement parts, licensing, software, hardware, or services become necessary beyond the originally authorized scope, Ethical Hackers, LLC may require additional client approval before proceeding. Ethical Hackers, LLC will not knowingly perform material work outside the authorized scope without obtaining appropriate client authorization. Estimates are based on information reasonably available at the time they are provided. Conditions discovered during diagnostics, repair, configuration, disassembly, testing, or troubleshooting may affect the final cost or scope of service.

Clients are responsible for providing reasonable notice when canceling or rescheduling an appointment. Ethical Hackers, LLC reserves the right to establish reasonable cancellation, no-show, or dispatch charges when an appointment has been reserved or a technician has been dispatched and the client fails to provide adequate notice, provided any such charge has been appropriately disclosed before the appointment.

Antivirus, endpoint protection, remote support, and remote access services are billed on a per-device, annual basis, unless otherwise specified in writing. Pricing, licensing terms, supported devices, included features, renewal requirements, and service availability may vary depending on the selected product, service package, manufacturer, or third-party provider. Third-party software and services remain subject to the terms, availability, licensing requirements, and functionality established by their respective providers.

By requesting, scheduling, or initiating a remote-support session, the client authorizes Ethical Hackers, LLC to remotely access the specifically authorized device, account, or system for the purpose of performing the requested services. Remote access will be limited to activities reasonably necessary to diagnose, troubleshoot, configure, repair, secure, or otherwise perform the authorized service. The client may request termination of an active remote-support session at any time. Authorization for a remote-support session does not constitute authorization for continuous monitoring, unattended future access, or access to additional devices or systems unless those services have been separately purchased or expressly authorized.

Security Assessment services will not begin until all required documentation has been completed, reviewed, and approved by both Ethical Hackers, LLC and the client.

Required documentation may include, but is not limited to:

• Scope of Work (SOW) 
• Rules of Engagement (ROE) 
• Service Level Agreement (SLA) 
• Written authorization from the system or asset owner 
• Any additional documentation reasonably required for the engagement 

Ethical Hackers, LLC will perform security assessment activities only against systems, devices, networks, applications, accounts, or environments specifically authorized within the applicable agreement. Testing outside the authorized scope is prohibited. The client represents that they possess the legal authority necessary to authorize Ethical Hackers, LLC to perform the requested security assessment.

The client represents that they are the lawful owner of, or have proper authorization to request services involving, any device, system, network, account, application, data, or other technology provided to Ethical Hackers, LLC. The client is responsible for obtaining any necessary authorization from employers, businesses, account holders, family members, system owners, third parties, or other responsible parties before requesting services involving property or information they do not personally own. Ethical Hackers, LLC may refuse or discontinue service when authorization or ownership cannot reasonably be established. 

Certain services may require the client to provide temporary passwords, administrative privileges, authentication methods, recovery information, account credentials, or other forms of access necessary to perform authorized work. Ethical Hackers, LLC will use such access only as reasonably necessary to provide the requested service. Clients may be advised to change temporary passwords or credentials following completion of service and remain responsible for maintaining the continued security of their accounts.

Training services are educational in nature and may include instructional videos, presentations, demonstrations, written documentation, exercises, reference materials, and other educational content. Because training materials and educational content may be made available immediately after purchase or enrollment, all training purchases are final and non-refundable, except where otherwise required by applicable law. Training services are intended to provide education and awareness and do not constitute a guarantee that participants, employees, organizations, or systems will avoid future security incidents.

Ethical Hackers, LLC will take reasonable measures to protect client information obtained during the performance of authorized services. Access to client information will be limited to what is reasonably necessary to perform the requested service, troubleshoot an issue, document findings, meet legal obligations, or otherwise complete the authorized engagement. Ethical Hackers, LLC will not intentionally access, use, or disclose client information for purposes unrelated to the authorized service except where required by law or reasonably necessary to protect the rights, systems, property, or security of Ethical Hackers, LLC or others.

Clients are responsible for maintaining appropriate and current backups of important data, systems, devices, applications, configurations, and recovery information before services are performed. Unless backup services are specifically included within the applicable service agreement, Ethical Hackers, LLC does not guarantee the preservation or recoverability of client data. Ethical Hackers, LLC is not responsible for data loss, data corruption, pre-existing hardware failure, software incompatibility, third-party actions, manufacturer defects, damaged storage media, existing malware, or other conditions that existed before the commencement of services or occur outside the reasonable control of Ethical Hackers, LLC.

Ethical Hackers, LLC may document the physical or operational condition of equipment before beginning service. The company is not responsible for pre-existing conditions including, but not limited to, damaged ports, cracked housings, degraded batteries, liquid damage, overheating, corrupted operating systems, failing storage devices, damaged components, cosmetic defects, manufacturer defects, or prior unauthorized modifications. Certain defects or failures may become apparent only after equipment has been restarted, updated, tested, disassembled, placed under diagnostic load, or otherwise examined during normal troubleshooting. Discovery of such a condition does not establish that Ethical Hackers, LLC caused the underlying failure.

Removal of malicious software does not guarantee that a device, account, network, or information system has not previously been accessed, altered, damaged, monitored, copied, or otherwise compromised. Depending on the circumstances of an incident, Ethical Hackers, LLC may recommend additional measures including password changes, account recovery, operating system reinstallation, software updates, system restoration, device replacement, monitoring, identity-protection measures, or notification of appropriate third parties. Ethical Hackers, LLC does not guarantee that malware removal or remediation will restore a system to its exact condition before compromise or prevent reinfection.

Ethical Hackers, LLC strives to provide professional services consistent with recognized industry practices. However, no cybersecurity service, assessment, optimization service, training program, repair service, software product, antivirus solution, or other security control can guarantee complete protection from cyber threats, data loss, system interruption, unauthorized access, newly discovered vulnerabilities, hardware failure, or future security incidents. Technology environments may change as a result of software updates, hardware modifications, manufacturer changes, configuration changes, newly discovered vulnerabilities, third-party services, user activity, or other circumstances outside the reasonable control of Ethical Hackers, LLC. Services provided by Ethical Hackers, LLC should therefore be considered part of an ongoing risk-management process and should not be interpreted as a guarantee that any device, system, network, account, or organization will remain completely secure.

Recommendations provided by Ethical Hackers, LLC are based on the information, system condition, configuration, technology, and circumstances reasonably available at the time the service is performed. The client remains responsible for deciding whether to implement recommended repairs, updates, replacements, security controls, configuration changes, software, monitoring, or other corrective actions. Ethical Hackers, LLC is not responsible for incidents or damages resulting from a recommendation that the client declines, delays, modifies, disables, removes, or fails to maintain.

Ethical Hackers, LLC may install, configure, support, recommend, or utilize software, hardware, antivirus products, cloud services, remote-access platforms, internet services, manufacturers, vendors, or other third-party products when providing services.

Third-party products and services remain subject to the licensing terms, warranties, privacy practices, availability, functionality, pricing, security practices, and support policies established by their respective providers. Ethical Hackers, LLC is not responsible for outages, discontinuation, price changes, licensing modifications, product defects, security vulnerabilities, service interruptions, manufacturer decisions, or other actions attributable to third-party providers and outside the reasonable control of Ethical Hackers, LLC.

Unless expressly stated otherwise in writing, hardware, replacement parts, and other physical products are subject to the warranty, if any, offered by their respective manufacturer. Ethical Hackers, LLC does not provide or replace a manufacturer's warranty unless expressly stated in writing. The company is not responsible for manufacturer defects, product recalls, warranty denials, discontinued products, or changes to manufacturer warranty terms. Labor required to diagnose, remove, reinstall, replace, or otherwise service a component covered by a manufacturer's warranty may be separately billable unless otherwise agreed in writing.

Ethical Hackers, LLC reserves the right to suspend, refuse, or terminate services when the company reasonably believes that a requested service involves unauthorized system access, fraud, malicious activity, unlawful conduct, or other prohibited activity. Ethical Hackers, LLC does not intentionally search for client information unrelated to the authorized service. However, the company may preserve information or cooperate with lawful legal processes when required by applicable law, subpoena, court order, or other valid legal authority.

Project timelines and estimated completion dates may be affected by circumstances including client availability, delayed approvals, unavailable passwords or credentials, inaccessible systems, unavailable replacement parts, third-party vendors, software or hardware failures, licensing problems, shipping delays, manufacturer support, or changes requested by the client. Ethical Hackers, LLC is not responsible for delays resulting from circumstances outside its reasonable control.

Clients are responsible for payment of all authorized services, labor, products, software, licensing, taxes, and other charges in accordance with the applicable invoice or written agreement. Ethical Hackers, LLC reserves the right to suspend recurring, subscription-based, remote, or other ongoing services for accounts that remain unpaid, subject to applicable contractual and legal requirements. Suspension or termination of service does not eliminate amounts already owed for authorized services or products previously provided.

Clients are responsible for retrieving equipment within the timeframe communicated by Ethical Hackers, LLC after being notified that service has been completed, declined, canceled, or discontinued. Where permitted by applicable law and properly disclosed, equipment that remains unclaimed may be subject to reasonable storage charges.

Any disposal, recycling, sale, or other treatment of abandoned equipment will be handled only in accordance with applicable law.

To the fullest extent permitted by applicable law, Ethical Hackers, LLC shall not be liable for indirect, incidental, consequential, special, exemplary, or punitive damages arising from or related to the use of its services, recommendations, training materials, software, hardware, products, or other deliverables. Nothing within these Terms and Conditions is intended to limit any rights or remedies that cannot legally be limited or excluded under applicable law.

Ethical Hackers, LLC reserves the right to modify its service offerings, pricing, promotions, policies, and these Terms and Conditions at any time. Unless otherwise required by law or an existing written agreement, changes will apply prospectively to future purchases, appointments, renewals, or service engagements. Terms contained within an executed Scope of Work, Rules of Engagement, Service Level Agreement, or other written agreement will continue to apply according to that agreement.

By scheduling, purchasing, authorizing, or utilizing any service provided by Ethical Hackers, LLC, the client acknowledges that they have reviewed, understood, and agreed to the applicable Terms and Conditions. For services governed by a separate written agreement, Scope of Work, Rules of Engagement, Service Level Agreement, authorization form, or other executed document, the provisions of that agreement will also apply.