Terms of service

Last updated October 31, 2026

1. Who we are

Nightshift Support ("we", "us") is an IT support business run by Matt Sutton, a sole proprietor in Los Angeles County, California. These terms apply whenever you ("you", the customer) ask us for help: by phone, email, our website ticket form, or in person. If you have signed a separate written agreement with us, such as a business retainer, that agreement wins where it differs from these terms.

2. What we do

We provide computer and technology support for homes and small businesses: troubleshooting and repairs, setup, networking and Wi-Fi, email and account help, virus and malware removal, backups, Microsoft 365 and Google Workspace administration, and small projects such as websites, automations and spreadsheets. We work remotely using remote-support software, or on-site in the South Bay area of Los Angeles County.

We can decline any request, for example if it is outside what we do, or if we believe it is unlawful or unsafe.

3. Quotes and your approval

• Before any paid work starts, we tell you the price or the hourly rate and, where we can, an estimate. Prices on our website are starting prices; your quote is what applies.
• Work starts only after you approve the quote, by replying, by clicking the approval link we send, or by telling us out loud before a session begins.
• If the job turns out bigger than quoted, we stop and ask before going over the quote.
• After-hours work (nights, weekends and holidays) costs more, about 1.5 times the normal rate. We tell you the after-hours price before you approve.

4. No fix, no charge

If we can't fix the problem you asked us to fix, you don't pay for the time we spent on it. This does not cover:

• parts, software or licences you approved and we bought for you;
• work you asked us to stop before it was finished, which you pay for up to the point you stopped it;
• problems caused by something outside our control, such as a failed internet provider, a third-party service outage, or hardware that cannot be repaired, once we have diagnosed it and told you so (a diagnosis may be charged if we agreed that in your quote);
• data recovery, which is priced and agreed separately (see section 7).

5. Payment

• We bill by email invoice after the work is done, unless your quote says otherwise. Invoices are due within 7 days.
• You can pay online by card, Apple Pay, Google Pay, bank transfer (ACH) and the other methods shown on the invoice. Payments are processed by Stripe; we never see or store your full card number.
• If you think an invoice is wrong, tell us before you pay, or as soon as you notice, and we'll sort it out.

6. Cancelling

You can cancel any time before work starts at no charge. If you cancel after work has started, you pay only for approved work done up to that point. If we have to cancel, we'll tell you as early as we can, and you pay nothing for work we didn't do.

7. Your data and backups

• Keep your own backups. Before any work that could affect your files, such as reinstalling an operating system, replacing a drive or removing malware, we'll tell you about the risk and offer to back up what we can first.
• Data recovery can fail. Recovering data from a failing or damaged drive may not work, and any attempt can make the damage worse. We explain the risk and get your written OK before any recovery attempt.
• How we handle your data and passwords is set out in our Data handling policy, and session recordings in our Session recording policy.

8. What you agree to

• You own the devices and accounts we work on, or you have permission from the owner (for example, your employer) for us to access them.
• You give us accurate information about the problem.
• You hold valid licences for the software on your devices. We don't install unlicensed or pirated software.
• You won't ask us to get into a device or account that isn't yours, or to do anything unlawful.

9. Third-party products

Hardware, software and online services we recommend, buy or set up for you are made by other companies. Their own warranties and terms apply to them, and we aren't responsible for their failures, outages, price changes or data practices.

10. Our responsibility to you

We do our work carefully and professionally. To the extent California law allows:

• Apart from what these terms promise, we provide our services "as is", without other warranties.
• We are not responsible for lost profits, business interruption, or loss of data that a current backup would have prevented.
• Our total responsibility for any claim about a job is limited to the amount you paid us for that job.

Nothing in these terms limits responsibility for fraud, wilful misconduct, gross negligence, or anything else that California law does not allow a business to limit, and nothing here takes away rights you have as a consumer under California law.

11. Disputes

If something goes wrong, please contact us first, and we'll try to make it right. If we can't resolve it together, these terms are governed by California law, and either of us may bring a claim in small claims court or in the courts of Los Angeles County, California.

12. Changes to these terms

We may update these terms. The version shown on this page, with its "last updated" date, applies to work you approve after that date. Work already approved stays under the terms that applied when you approved it.

13. Contact

Questions about these terms: matt@nightshiftsupport.com or (310) 817-0294.