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Tech Easy Terms & Conditions

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Section 1 - Acknowledgement and Acceptance

The provision of Services (as defined below) through the Tech Easy 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

  • A.    Month-to-Month Plan with Staples Protection Plan:

The term of this Plan will be in direct association of the Staples Protection Plan purchased. The term of this Plan will stay active if the associated Staples Protection Plan is active; this Plan will automatically terminate if the associated Staples Protection Plan is terminated.

For Laptops and Desktops Monthly Staples Protection Plans, in the case of a claim, you will be required to pay the applicable deductible amount for the Plan, plus applicable taxes. For full terms and conditions of Staples Protection Plans, please visit help.staples.ca.

  • B.    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.

  • C.    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”). If payment was paid with a credit card, 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. If payment was paid with payment type other than credit card, this Plan will automatically terminate at the end of the Term, in accordance with Section 10.

  • D.    Month-to-Month Plan:

The term of this Plan will be provided to you on a 30-day month-to-month basis (“Monthly Term”). Unless the applicable Plan is terminated in accordance with the Agreement, the Initial Service Period will automatically continue on the same terms, unless the Plan has been terminated as set out below in Section 10.

 

Section 4 – Plan Services

Tech Easy Personal Plan

 

The Plan includes the following “Plan Services”:

  • a)    The following remote computer related services for up to one (1) device 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 Norton™ 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, device is limited to laptop or desktop computer. 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.

 

Device covered by the Plan must be registered with Staples at the time of service. You are permitted to add and remove device 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 your registered device 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
  • Bringing your device to a Staples store during regular business hours

 

Tech Easy Home Plan

 

The Plan includes the following “Plan Services”:

  • 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
  • A subscription to Norton™ 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

Tech Easy Share + Small Business Plan

 

The Plan includes the following “Plan Services”:

  • The following remote computer related services for up to ten (10) devices from various locations: device setup and configuration, software installation, data backup and migration, cloud data back-up, computer diagnostics, virus removal, operating system restoration, quick fixes, general support, up to three (3) tutorial sessions per term and front-of-line service (phone only); and
  • A subscription to Norton™ 360 for Staples security plan, or other cyber security software, which covers the number of devices provided in your chosen plan; and
  • Up to one (1) time data recovery protection by Ontrack to attempt to recover loss data on an eligible device.

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 and Ontrack Data Recovery Additional Terms and Conditions

Norton 360

 

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

 

Your use of Norton 360 for Staples is subject to the NortonLifeLock License and Services Agreement and acknowledgment of the Global Privacy Policy, which can be viewed at Nortonlifelock.com/legal.

 

Ontrack

 

Data recovery service is limited to one (1) claim per contract year per subscription account, where applicable.

 

Data recovery services included in the Tech Easy Share + Small Business Plan is not available for the first ninety (90) days of the term. It will be available starting ninety-one (91) days from the commencement of the term.

 

Data recovery service for laptop or desktop computers, mobile phones, tablets and external hard drive is defined as a single drive device used in a single drive configuration. Additional charges will apply for device configurations that deviate from this configuration.

 

Customer acknowledges and agrees that:

 

You acknowledge the inherent risks of data damage involved in Data Recovery Service (as defined below), including without limitation, risks due to destruction and inability to recover data, or inaccurate or incomplete data recovery. Staples or its Service Providers cannot be held liable for such damages or guarantee recovery.

 

Customer-owned devices may fail during the diagnostics/repair process. Staples shall not be liable for any hardware failures or resulting data loss, however caused.

 

Staples is committed to using reasonable efforts with our existing technology, expertise and techniques; however, we cannot promise or guarantee a successful data recovery.

 

It is the Customer’s responsibility to properly back up all data, files and software prior to Data Recovery Services being performed. Services may result in the deletion or corruption of data, files and software.

 

Staples is not responsible for data loss, loss of use, disruption of business activities, or other consequential damages as a result of services rendered.

 

Customer-owned devices may fail during the diagnostics/repair process. Staples shall not be liable for any hardware failures or resulting data loss, however caused.

 

All work will be performed in accordance with Staples’ privacy policy. For information, please read Privacy Policy, available online at www.staples.ca.

 

Staples is not responsible for items left for more than 90 days after the Customer has been contacted and, furthermore, Staples will responsibly recycle/dispose of any such abandoned equipment after 90 days without further communication or compensation.

 

Customer assumes all loss, damages and liability as a result of abandoned equipment recycling/disposal.

 

Data Recovery Services

 

Customer acknowledges and agrees that:

 

• The media/equipment is already damaged or inoperable and the data has been deleted or corrupted, such that the efforts to analyze the damage and perform the services may result in the destruction of, or further damage to, the media/data/equipment (i.e. we may need to force open the casing of an external hard drive). This might void any existing warranties.

 

• Results are not guaranteed and will vary depending on the particular issues. Additional charges may apply for drives with broken seals, R.A.I.D., alternative operating systems or exceedingly large storage.

 

• The device must be in working condition for any Services to be performed.

 

What is Not Covered: Hardware repair/replacement is not covered by this Plan. Unauthorized repairs, including open cases or broken seals may void this Plan. Staples is not responsible for unauthorized third-party diagnostic charges.

 

Limitation of Liability: Staples is not responsible for any special, indirect, incidental, consequential, multiple or punitive damages of any kind, including without limitation, lost profits, even if advised of the possibility thereof.

 

Section 6 - General Exclusions.

For certainty, the Plan Services do not include any of the following unless otherwise specified in Section 4:

  • Physical or hardware related services or repair;
  • Parts and part repairs;
  • Unlocking a locked device;
  • Repair if you are unable to turn on your computer or connect to the Internet;
  • Data recovery;
  • Restoring a device’s operating system using methods other than the “factory reset” built into the device;
  • Data management, including but not limited to arranging, sorting, deleting or organizing files, folders, contacts, bookmarks and emails;
  • Providing education, training or tutorial on how to use any type of software program, preloaded or other;
  • Providing education, training or tutorial on how to use a device;
  • Troubleshooting or servicing software or applications that were installed on your device after your original product purchase;
  • 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;
  • Providing services on-site or in a customer’s home;
  • Providing any storage devices including, but not limited to USBs, hard disk drive(s), and/or any other type of storage devices; or
  • 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
  • Providing any storage devices including, but not limited to USBs, hard disk drive(s), and/or any other type of storage devices; or
  • 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

  • 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.
  • You agree to pay any Termination Fee that may become payable in accordance with Section 10 below.
  • Fees for Month-to-Month and 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 applicable 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.
  • Fees for Month-to-Month and 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.
  • Fees for Upfront Subscribers Only: You authorize Staples to automatically withdraw the total amount owing on your invoice issued in connection with the Plan every twelve (12) months from your credit card, including any applicable 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.
  • You consent and authorize that we may automatically update your payment card’s expiration date when we have new information from your card issuer. We do this in partnership with major credit card issuers, so your payment doesn’t fail, so you can retain continuity of service, and so you don’t have to update your card details manually. The card issuer provides us with a new card number and/or expiration date.

 

Section 8 – Your Responsibilities

It is your responsibility to:

  • 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.
  • Provide Staples’ employees or agents with immediate clear access, physical or remote, to any devices necessary to perform the Services.
  • Obtain any software licenses you wish to have installed.
  • 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.
  • 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.
  • Close, remove or hide any private or personal information on your device prior to having the Services performed.
  • 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, and,

 

(1) if no Plan Services were rendered to you, receive a full refund of Fees paid; or

 

(2) if Plan Services were rendered to you, receive a partial refund of Fees paid based on the current retail prices of any Plan Services received,

 

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. If no Plan Services were rendered to you prior to termination, you will receive a full refund of Fees paid, however, if Plan Services were rendered to you, you will only be entitled to a partial refund of Fees paid based on the current retail prices of any Plan Services received prior to termination.

 

c) If you have the Month-to-Month Plan with Staples Protection Plan, termination will also result in the termination of the associated Staples Protection Plan, you may:

 

i) terminate your Plan at any time within fourteen (14) days following the start of the Initial Term, and,

 

(1) if the purchased device for Staples Protection Plan and Month-to-Month Plan were returned on the same transaction, you will receive a full refund of Fees paid; and

 

(2) if the Plan is terminated without the return of the purchased device for Staples Protection Plan, no refund will be issued and service will end at the end of your monthly billing cycle;

 

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, no refund will be issued and service will end at the end of your monthly billing cycle, and,

 

iii) if the associated Staples Protection Plan is terminated, in the event of claims buyout or max term length has been reached, your Month-to-Month Plan will also be terminated on the same day.

 

iv) if one of the plans (Staples Protection Plan or Tech Easy plan) is cancelled, both plans are automatically cancelled.

 

d)  If you have the Month-to-Month Plan, you may:

 

i) terminate your Plan at any time following the start of the Initial Term, however, subject to applicable law, no refund will be issued, and service will end at the end of your monthly billing cycle

 

(collectively, the “Termination Fee”).

 

e) 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.

 

f) 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 & Disclosure

For information on how we collect, use and disclose your personal information in connection with the Plan, please read Privacy Policy, available online at www.staples.ca.

 

Staples reserves the right to cooperate with law enforcement agencies and other appropriate investigative bodies in the investigation of suspected unlawful activity, criminal activity and/or criminal violations. This may include, but is not limited to, the sharing of a device and personal information of a customer with law enforcement where Staples has a belief that the device contains illegal or unlawful materials. By agreeing to these Terms, you hereby provide your consent and agreement for Staples to share such information and devices with law enforcement and other appropriate investigative bodies in accordance with this Section.

 

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

Tech Easy Personal Plan

  • Option 1: $18.99 per month + applicable taxes with the purchase of a Laptop or Desktop retailed at $0 - $499.99; or
  • Option 2: $24.99 per month + applicable taxes with the purchase of a Laptop or Desktop retailed at $500 - $999.99; or
  • Option 3: $29.99 per month + applicable taxes with the purchase of a Laptop or Desktop retailed at $1,000 - $4,999.99.

Tech Easy Home Plan

  • Option 1: $19.99 per month + applicable taxes; or
  • Option 2: $239.99 upfront + applicable taxes.

Tech Easy Share + Small Business Plan

  • Option 1: $29.99 per month + applicable taxes; or
  • Option 2: $359.99 upfront + applicable taxes.

Tech Easy Month-to-Month Plan

  • Option 1: $14.99 per month + applicable taxes; or
  • Option 2: $23.99 per month + applicable taxes; or
  • Option 3: $35.99 per month + applicable taxes.
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