Terms and conditions

1. Who we are

onetechwefix.com is a service operated by Workset GmbH, registered office at Höllsteiner Str. 25, D-79689 Maulburg, Germany, registered with the Amtsgericht Freiburg commercial register under number HRB 726674 (VAT/USt-IdNr. DE337538527).

You can reach us for anything related to these terms at legal@onetechwefix.com.

2. Description of the service

onetechwefix.com connects customers (individuals and businesses) with a network of IT support technicians who provide on-demand remote assistance, using remote-access software (Zoho Assist), for issues described by the customer when opening a ticket.

The service is billed in fixed-price tiers (Diagnostic, Quick Fix, Standard, Business), each with an associated maximum session time. Current prices are shown on the new-ticket page at the time you request the service.

3. "No fix, no pay" guarantee

If the technician is unable to resolve the issue within the scope of the tier you purchased, you are not charged ("No fix, no pay"), except as described below.

Minimum diagnostic exception: if, after diagnosis, the issue is found to fall outside the scope of the service (for example, a hardware failure requiring physical repair, or a request the remote support service doesn't cover), a minimum charge for the diagnostic work performed may apply, which will be communicated to you before the ticket is closed in that status.

Free reopening: if a ticket is marked resolved but the problem comes back, you can reopen it at no extra cost within 7 days of closing.

4. Payment

Payment is processed through PayPal. When you purchase a tier, the corresponding amount is held (not charged) until the ticket is resolved or closed.

The charge is only executed when the ticket is marked resolved, or when the minimum diagnostic charge applies for being out of scope (see section 3). For any other no-charge closure, the hold is released and no payment is taken.

5. Remote access and consent

Remote support sessions are carried out using Zoho Assist as the primary tool and, if it's unavailable, Chrome Remote Desktop (by Google) as a fallback. In both cases, connecting to the customer's computer always requires their explicit, visible consent at the moment of connecting — the technician can never access it without that authorization.

The customer can end the remote access session at any time. We recommend backing up any important data before a support session, as Workset GmbH cannot guarantee recovery of data lost due to causes that predate the session or that are unrelated to the technician's actions.

6. Customer obligations

By opening a ticket, the customer agrees to provide truthful contact details, describe the issue as accurately as possible, and not use the service for illegal, fraudulent purposes or in a way that infringes third-party rights.

Workset GmbH reserves the right to refuse or cancel a ticket if misuse of the service is detected.

7. Limitation of liability

To the extent permitted by applicable law, Workset GmbH's liability to the customer for any claim arising from the service is limited to the amount actually charged for the corresponding ticket.

Workset GmbH is not liable for indirect damages, loss of profits, or data loss caused by pre-existing hardware failures, pre-existing malware, or third-party software unrelated to the technician's actions during the session.

8. Cancellation

The customer can cancel a ticket at no cost at any time before the support session begins. Once the session has started, the conditions in sections 3 and 4 apply depending on the outcome.

9. Governing law and jurisdiction

These terms are governed by German law. For any dispute that cannot be resolved amicably, the parties submit to the competent courts of Germany, without prejudice to any rights that consumer-protection laws in your country of residence may grant you if you are a consumer within the EU.

10. Contact

For any question about these terms, write to us at legal@onetechwefix.com.