Return, Warranty, Guarantee, and Refund Policies

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Surprise Computer warrantees that during the time of service, no virus, spyware, malware, or adware was knowingly installed onto the computer serviced. Surprise Computer is not obligated to provide warranty services or support for any claims resulting from: improper site preparation, site or environmental conditions that do not conform to manufacturer’s or Surprise Computer’s site specifications and recommendations; customer's non-compliance with specifications, transaction documents, or End User License Agreements (EULA); improper or inadequate maintenance, calibration, or ventilation; customer or third-party media, software, interfacing, supplies, or other products; modifications not performed or authorized by Surprise Computer; virus, infection, worm or similar malicious code; or abuse, negligence, accident, loss or damage in transit, fire or   water damage, electrical disturbances, transportation by customer; incompatible, old, hardware/software, items not supplied by Surprise Computer, or other causes beyond Surprise Computer's control.

For new systems built by Surprise Computer, there is a 1 year warranty on the computer parts (parts only) as it was delivered unless otherwise specified. Defective parts will be replaced with comparable parts at the discretion of Surprise Computer. Warranty does not cover software, internet, email, settings, or configuration. For all other labor there is a limited 6-hour warranty only on labor/work/service specifically provided by Surprise Computer at time of service. This warranty does not include: any software issues created and/or caused by the “end user” such as viruses, email, internet, spyware, tampering with the settings or other non-related hardware failures, or coincidental events. Limited warranty does not include any additional software, hardware, parts, system upgrades, or additional components needed, added or installed to the system by the user. Returns, Exchanges, or Refunds on parts will incur all labor (research, packaging, shipping (both ways), delivery/pickup, return expenses, administrative expenses) spent on parts to be charged to the customer. 

There are no guarantees for computer issues that involve personal modifications, malicious email, freeware, shareware, adware, virus, spyware, incompatible hardware/software, or malware problems. We provide what either the client wants and/or what we believe is the best protection against   viruses and spyware at the time of service. There is no 100% protection against any computer threats. Due to the nature of computer viruses, spyware,   malware, adware etc, the complexity of, and how they change on a daily basis, your surfing habits, web sites you visit, downloads, program installs, emails   etc. Surprise Computer cannot monitor your surfing habits, therefore cannot guarantee your computer will not become infected again at any time. We endeavor to clean and protect every system we work on, but cannot give a guarantee against any infections; we can only treat them and educate the   user. Viruses, malware, adware, and spyware have been very complex, sophisticated and difficult to detect and remove. "Program Coders" (hackers) target popular websites – video, music, face book apps, MySpace, free screen savers, free game sites. Social networking sites (Facebook), peer-to-peer   and file sharing (Limewire, Bearshare, Torrent) downloads may be infested with computer viruses, spyware and malware. Security programs we install, if   needed, do the best job of protecting overall, but by no means guarantee/warranty that your system will not become infected once again. Service on the computer by anyone other than Surprise Computer, including remote administration and downloaded fix/repair/optimize programs, voids any and all   warranty.

Surprise Computer warranty against viruses does not include new viruses contracted before a virus definition for the virus has been created and updated by your machine's Anti-Virus program. Surprise Computer warranty against viruses does not include contraction of same/identical virus(s) as removed, simply by, visiting said virus's origin or the origin of contraction of said virus or reinstallation of the infection through any means. Computers create system records and maintain system's logs that properly identify date, time, location or origin of corruption and user activities.  If these records, histories, event logs, or footprints are erased, removed, attempted to erase or remove or are tampered with in any way, all warrantees against viruses shall be null and void.

Surprise Computer is not responsible for any viruses contracted as a result of the installed Anti-Virus program being ignored, disabled, turned off, uninstalled or tampered with before or during any operation. Virus & spyware removal service without anti-virus/spyware protection being installed at time of service does not qualify for warranty and is not guaranteed.

New parts warrantee against defect for 30 days unless otherwise specified; or unless they are tampered with, damaged, or worked on by non-Surprise Computer engineers/technicians. Improper hardware usage voids warranty. All disinfections are warranted at date and time of return to client. Systems are certified disinfected at time of release to client.  Used computers have no warranty. Surprise Computer recommends check-ups for computers depending on how heavily they are used. Computer problems resulting from lack of regular maintenance, check-ups, scans, updates, and environmental care are not covered and are not the responsibility of Surprise Computer.

Good browsing habits, safe email, regular maintenance and upkeep including updates to all ant-virus, anti-spyware, anti-malware, applications, devices, and operating system will warrantee against future infection. Regular virus scans done by client or by Surprise Computer will warrantee against future infections.