Section 1 - Acknowledgement and Acceptance
The provision of Services (as defined below) through the Tech Support Subscription Plan (“Plan”) is conditional upon your acceptance, without modification, of these terms, conditions, schedules and notices (“Terms”).
PLEASE READ THESE TERMS CAREFULLY AS THEY FORM A LEGALLY BINDING AGREEMENT BETWEEN YOU AND STAPLES CANADA ULC (“STAPLES”). IF YOU DO NOT AGREE TO ALL OF THE TERMS, PLEASE DO NOT USE OUR SERVICES.
You acknowledge and agree that Staples may amend these Terms at any time by posting a revised version of these Terms on www.staples.ca or by notifying you directly in Staples’ sole discretion, including without limitation, by email or mail. Your continued use of the Services after any changes are made to these Terms shall constitute your agreement with such changes. Staples does not and will not assume any obligation to notify you of any changes to these Terms, or the creation or modification of any additional terms, except as set forth herein. You acknowledge and agree that you are solely responsible for remaining knowledgeable about the Terms.
Section 2 - Scope of Agreement
These Terms apply to the Plan, as modified or amended by Staples from time to time in accordance with the terms set forth herein. Any additional services provided by Staples and not included in the Plan will be subject to additional fees charged at the then current rate and shall be subject to such other terms and conditions that may be applicable thereto.
Section 3 – Term
Monthly Subscription Plan: The term of this Plan will be for a period of twelve (12) months commencing on the date of purchase (the “Initial Term”). This Plan will automatically renew for consecutive twelve (12) month terms under the same Terms set forth herein (each, a “Renewal Term”) unless the Plan has been terminated as set out below in Section 10.
Upfront Payment Plan: The term of this Plan will be for a period of twelve (12) months commencing on the date of purchase (the “Term”) and automatically terminates at the end of the Term, in accordance with Section 10.
Section 4 – Plan Services
The Plan includes the following “Plan Services”:
a) The following remote computer related services for up to five (5) devices from the same residential address: device setup and configuration, software installation, data backup and migration, cloud data back-up, computer diagnostics, virus removal, operating system restoration, quick fixes and general support; and
b) A subscription to NortonTM 360 for Staples security plan, or other cyber security software, which covers the number of devices provided in your chosen plan.
For the purposes of the Plan Services, devices are limited to laptop and desktop computers, mobile phones and tablets, as well any monitors, keyboards, mice, scanners or printers connected to those devices. Further, the Plan Services can only be provided if the device is able to connect to the internet and the service can be performed remotely.
Devices covered by the Plan must be registered with Staples at the time of service. You are permitted to add and remove devices during the applicable Term, however, once removed, a device is no longer eligible for Services and cannot be re-registered during the applicable Term.
If you require Plan Services for one of your registered devices during the appliable Term, you can do so in one of the following ways:
• Chatting online at connect.staples.ca, between 08:00 and 23:00
• Using a previously installed Staples Remote Support icon on your computer, between 08:00 and 23:00
• Calling the toll-free service line 1-877-258-0369, between 08:00 and 23:00
• Bringing your device to a Staples store during regular business hours
Section 5 – Norton 360 Additional Terms and Conditions
Not all features of Norton 360 or are available on all devices. Norton Parental Control, Norton Cloud Backup, and SafeCam are presently not supported on Mac® OS or Windows™ 10 in S mode. System Requirements subject to change. Internet connection required; high speed connection recommended.
For full System Requirements, visit https://support.norton.com/sp/en/us/home/current/solutions/v133891548
Section 6 - General Exclusions.
For certainty, the Plan Services do not include:
a) Physical or hardware related services or repair;
b) Parts and part repairs;
c) Unlocking a locked device;
d) Repair if you are unable to turn on your computer or connect to the Internet;
e) Data recovery;
f) Restoring a device’s operating system using methods other than the “factory reset” built into the device;
g) Data management, including but not limited to arranging, sorting, deleting or organizing files, folders, contacts, bookmarks and emails;
h) Providing education, training or tutorial on how to use any type of software program, preloaded or other;
i) Providing education, training or tutorial on how to use a device;
j) Troubleshooting or servicing software or applications that were installed on your device after your original product purchase;
k) Providing services with potential customer sensitive data exposure, including but not limited to services with access to banking information, medical histories, usernames and/or passwords used for corporate logins and government / tax information;
l) Providing services on-site or in a customer’s home;
m) Providing any storage devices including, but not limited to USBs, hard disk drive(s), and/or any other type of storage devices; or
n) Providing services that are not specifically outlined in this plan, including but not limited to administrative services and non-technical related tasks, such as creating or editing documents, making changes to websites, booking appointments, and any other miscellaneous tasks
Section 7 - Fees, Payment & Charges
a) You agree to pay any applicable fees and applicable taxes (collectively, the “Fees”) that are in effect for the Plan at the time of your purchase, as set out in Schedule ‘A’ below. Any promotional bundle fees, discounts, credits, rebates or other financial incentives you may enjoy will be subject to you keeping your account current and in good standing.
b) You agree to pay any Termination Fee that may become payable in accordance with Section 10 below.
c) Fees for Monthly Subscribers Only: You authorize Staples to automatically withdraw the total amount owing on your invoice issued in connection with the Plan each month from your credit card, including any Termination Fee. Staples only accepts MasterCard, Visa, American Express, and UnionPay. You certify that your credit card is in good standing, with sufficient funds to cover the invoices as they become due.
d) Fees for Monthly Subscribers Only: If Staples does not receive payment within thirty (30) days of the payment due date for whatever reason, Staples may charge you interest from the payment due date on the full balance owing at the interest rate then in effect, as determined by Staples, compounded monthly and not exceeding the maximum rate permitted by law or require you to pay in advance for future months. Additionally, subject to applicable law, Staples may charge administrative fees relating to collection efforts and disconnection or reactivation of the Plan.
Section 8 – Your Responsibilities
It is your responsibility to:
a) Back up all existing computer files by copying them to another storage medium prior to the use of the Plan. Staples, its officers, directors, subsidiaries, affiliates, employees, and agents will bear no liability whatsoever for any damage or loss to data or peripherals.
b) Provide Staples’ employees or agents with immediate clear access, physical or remote, to any devices necessary to perform the Services.
c) Obtain any software licenses you wish to have installed.
d) If necessary, you must have an internet service provider and your Internet connection must be activated and working properly prior to any Services being performed.
e) Ensure that your invoicing and payment information provided to Staples (including name, mailing address, email address, service address, credit card details and telephone number) is always up to date and accurate. Should your credit card expire or change during the Plan, you must notify Staples of this change otherwise Staples may suspend the Plan.
f) Close, remove or hide any private or personal information on your device prior to having the Services performed.
g) Refrain from aggressive or abusive conduct towards Staples employees.
Section 9 – Use and Age Restriction
Use of the Plan is permitted only to individuals who are of the age of majority in their province or territory of residence. Staples does not intend to enter these Terms with anyone who is not of the age of majority in their province or territory of residence.
Section 10 – Termination
If you wish to terminate your Plan, you can do so by contacting us at the toll-free service line 1-877-258-0369.
a) If you have the Monthly Subscription Plan, you may:
i) terminate your Plan at any time within fourteen (14) days following the start of the Initial Term, or
ii) terminate your Plan at any time after the fourteenth (14th) day following the start of the Initial Term and prior to the end of the Initial Term (or Renewal Term, if applicable), however, subject to applicable law, you will be required to pay all Fees that would be due through to the end of the Initial Term (or Renewal Term, as applicable) as if you had not cancelled your Plan
(collectively, the “Termination Fee”).
b) If you have the Upfront Payment Plan, you may terminate the Plan at any time within fourteen (14) days following payment, for a full refund, or anytime thereafter without penalty or refund for Fees paid.
c) Staples may, without any liability and in its sole discretion, refuse, stop or suspend the provision of all or any part of the Plan, for any reason, including:
i) your breach of or failure to comply with these Terms;
ii) your failure to pay your Fees, invoices or other amounts; or
iii) your use of the Plan is fraudulent, inappropriate, not consistent with your ordinary usage patterns established with Staples or is being used in or directed to high cost of service areas to an extent not supportable by your rate plan and Fees for your Plan.
You remain obligated to pay for the Plan during any suspension. If your Plan is suspended due to a breach that has not been cured within ten (10) days from the suspension date, Staples may terminate the Plan.
d) Staples may without any liability and in its sole discretion immediately terminate any of the Services and the Plan by written notice and specify a final payment date for all amounts that you owe not earlier than ten (10) days from the date of the notice.
Section 11 - Privacy
Section 12 - Indemnities
You agree to indemnify, defend and hold harmless Staples, its officers, directors, subsidiaries, affiliates, employees, and agents from and against all loss, liability, claim, demand or suit, including reasonable legal fees, resulting from or arising out of any of your acts or omissions.
Section 13 – Limitation of Liability
Staples, its officers, directors, subsidiaries, affiliates, employees, and agents, where applicable by law, shall not be liable for any damages, including direct, indirect, punitive, incidental, general, special or consequential damages, arising out of provision of the Services , including without limitation, bodily injury, emotional distress, and/or any other damages, whether based on contract, tort, strict liability or otherwise, even if advised of the possibility of any such damages. Staples is not liable for any loss of data, loss of profits, loss of property, loss of earnings, loss of business opportunities, misappropriation of personal information stored on device or any other loss, however caused resulting from the use of the Services or the enforcement of the Terms. Staples expressly disclaims any and all liability for acts, omissions and conduct of any third party, Plan users, advertisers and/or sponsors in connection with the Plan or otherwise related to your use of the Services and/or the Plan. Staples’ liability, if any, shall be limited to one year’s worth of your Services and/or Plan fees.
Section 14 - Governing Law
You agree that these Terms and your use of the Services shall be governed by, and interpreted in accordance with, the laws of the province in which the Services were purchased and the federal laws of Canada as applicable.
Section 15 - Entire Agreement
These Terms are a final statement of the entire agreement between you and Staples and supersede all prior written or oral negotiations, understandings and agreements concerning the subject matter of these Terms.
Schedule A: Fees
• Option 1: $19.99 per month + applicable taxes; or
• Option 2: $239.99 upfront + applicable taxes.
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