1. Definitions
1.1 “Alchemy I.T.”
“Alchemy I.T.” refers collectively to Alchemy Nexus, Alchemy I.T., and any affiliated companies, divisions, subsidiaries, owners, directors, officers, employees, technicians, contractors, subcontractors, agents, representatives, successors, assigns, and authorized personnel.
1.2 “Customer”
“Customer” refers to any individual, business, organization, representative, employee, or authorized agent requesting or approving services.
1.3 “Equipment”
“Equipment” includes but is not limited to:
- desktop computers,
- laptops,
- servers,
- mobile devices,
- networking equipment,
- storage devices,
- surveillance systems,
- smart devices,
- accessories,
- software,
- cloud services,
- accounts,
- credentials,
- and related technology systems.
1.4 “Services”
“Services” includes all work performed by Alchemy I.T., including but not limited to:
- diagnostics,
- repairs,
- upgrades,
- installations,
- optimization,
- malware removal,
- operating system work,
- software installation,
- hardware installation,
- network setup,
- network troubleshooting,
- wireless configuration,
- cabling,
- server support,
- cloud services,
- data transfer,
- data recovery,
- backup services,
- remote support,
- on-site support,
- managed services,
- consulting,
- surveillance installation,
- cybersecurity work,
- website and digital services,
- business IT support,
- and any related technical service.
2. Acceptance of Terms
By:
- signing a work order,
- requesting service,
- approving estimates,
- authorizing work verbally,
- authorizing work electronically,
- submitting equipment,
- allowing remote access,
- scheduling appointments,
- or permitting work to begin,
the Customer acknowledges that they have read, understood, and agreed to these Terms & Conditions in full.
3. Authorization for Service
3.1 General Authorization
The Customer authorizes Alchemy I.T. to inspect, diagnose, test, repair, service, upgrade, configure, reinstall, recover, clone, transfer, clean, modify, or otherwise work on the Equipment as reasonably necessary.
3.2 Access Authorization
The Customer authorizes Alchemy I.T. personnel to access systems, files, accounts, software, settings, networking equipment, servers, cloud environments, and credentials reasonably necessary to perform requested Services.
3.3 Software & Tools
Alchemy I.T. may temporarily install or utilize:
- diagnostic tools,
- antivirus software,
- malware removal tools,
- remote-access software,
- backup tools,
- monitoring tools,
- cloning software,
- testing utilities,
- scripting tools,
- or other required technical utilities.
Such software may remain installed where operationally necessary unless otherwise requested.
4. Customer Responsibilities
4.1 Accurate Information
The Customer agrees to provide accurate information regarding:
- passwords,
- encryption,
- licensing,
- prior repairs,
- system symptoms,
- account ownership,
- software subscriptions,
- and access credentials.
4.2 Legal Ownership & Authorization
The Customer confirms they are legally authorized to approve work on the Equipment and all associated accounts, software, and data.
4.3 Software Licensing
The Customer is solely responsible for:
- software licensing,
- subscriptions,
- activation keys,
- cloud accounts,
- vendor access,
- MFA access,
- and compliance with software terms.
4.4 Data Backup Responsibility
Unless backup services are specifically requested in writing, the Customer is solely responsible for maintaining current backups of all important data.
4.5 Safe Environment
For on-site work, the Customer agrees to provide a reasonably safe working environment for Alchemy I.T. staff and contractors.
Alchemy I.T. reserves the right to suspend or terminate work where conditions are unsafe, hostile, illegal, unsanitary, or otherwise unsuitable.
5. Data Loss & Limitation of Technical Outcomes
5.1 Risk of Data Loss
The Customer acknowledges that all technical work carries inherent risk.
Services may result in:
- data loss,
- corruption,
- inaccessible files,
- software instability,
- operating system corruption,
- failed updates,
- hardware failure,
- account synchronization issues,
- encryption complications,
- unsuccessful recovery,
- failed cloning,
- or irreversible system changes.
5.2 No Guarantee of Data Recovery
Alchemy I.T. does not guarantee:
- successful repair,
- successful recovery,
- successful transfer,
- preservation of data,
- preservation of software,
- preservation of settings,
- compatibility,
- or uninterrupted operation.
5.3 No Liability for Data or Business Losses
Alchemy I.T. shall not be liable for:
- lost data,
- lost business,
- downtime,
- loss of productivity,
- missed deadlines,
- lost profits,
- software corruption,
- cloud-sync issues,
- reputational damage,
- business interruption,
- or consequential damages.
6. Estimates, Billing & Payment Terms
6.1 Estimates
All estimates are good-faith approximations only and are not guaranteed final prices.
6.2 Additional Charges
Additional charges may apply for:
- extended diagnostics,
- unforeseen complications,
- advanced recovery,
- after-hours service,
- emergency service,
- software licensing,
- hardware purchases,
- data recovery,
- remote support,
- travel,
- mileage,
- rush requests,
- network troubleshooting,
- or third-party vendor coordination.
6.3 On-Site Billing
On-site labour includes:
- travel time,
- setup time,
- diagnostics,
- waiting time,
- monitoring time,
- update time,
- testing time,
- verification time,
- and administrative processing directly related to the visit.
6.4 Payment Terms
Unless otherwise agreed in writing:
- payment is due upon completion of service,
- deposits may be required,
- and overdue invoices may incur interest and collection costs.
6.5 Refusal or Suspension of Service
Alchemy I.T. reserves the right to refuse, suspend, or terminate service for:
- non-payment,
- abusive conduct,
- unsafe conditions,
- illegal activity,
- unreasonable demands,
- or violations of these Terms.
7. Networking, Server & Business Systems
7.1 Complex System Limitations
The Customer acknowledges that:
- networks,
- servers,
- wireless environments,
- ISP infrastructure,
- cloud platforms,
- and third-party systems
may contain conditions outside Alchemy I.T.’s control.
7.2 No Guarantee of Continuous Availability
Alchemy I.T. does not guarantee uninterrupted:
- network connectivity,
- internet access,
- wireless performance,
- VPN access,
- cloud synchronization,
- server uptime,
- or third-party platform availability.
7.3 Third-Party Dependencies
Alchemy I.T. is not responsible for failures caused by:
- ISPs,
- cloud providers,
- Microsoft,
- Google,
- Apple,
- Sage,
- antivirus vendors,
- hosting providers,
- equipment manufacturers,
- or other third-party vendors.
7.4 Cybersecurity Limitations
No cybersecurity, antivirus, firewall, monitoring, or backup solution can guarantee complete protection against:
- malware,
- ransomware,
- phishing,
- hacking,
- data breaches,
- social engineering,
- or evolving security threats.
8. Remote Support Terms
8.1 Remote Access Authorization
The Customer authorizes Alchemy I.T. to remotely access systems as necessary to perform Services.
8.2 Remote Session Risks
The Customer acknowledges that remote support may involve:
- temporary loss of access,
- disconnections,
- software interruptions,
- data exposure risks,
- or unintended system behavior.
8.3 Internet Dependency
Remote support quality and availability depend on the Customer’s internet connection and third-party infrastructure.
9. Warranties & Service Guarantees
9.1 Labour Warranty
Unless otherwise stated in writing, labour performed by Alchemy I.T. is warrantied for ten (10) days from service completion.
9.2 Malware Removal Warranty
Virus and malware removals are warrantied for seventy-two (72) hours from completion due to the nature of internet-connected systems and user activity.
9.3 Warranty Exclusions
Warranty coverage does not apply to:
- new infections,
- unrelated failures,
- software updates,
- customer-installed software,
- hardware deterioration,
- power events,
- liquid damage,
- physical damage,
- misuse,
- accidental damage,
- third-party modifications,
- or unsupported configurations.
9.4 Hardware Warranties
Hardware warranties are limited solely to manufacturer or supplier warranty terms.
10. Privacy & Confidentiality
10.1 Reasonable Privacy Efforts
Alchemy I.T. will make commercially reasonable efforts to protect customer privacy and confidentiality.
10.2 Incidental Access
The Customer acknowledges that technicians may incidentally encounter:
- personal files,
- financial records,
- passwords,
- photographs,
- communications,
- confidential business information,
- or sensitive data
while performing authorized work.
10.3 Lawful Disclosure
Alchemy I.T. may disclose information where required by:
- law,
- court order,
- warrant,
- law enforcement request,
- fraud investigation,
- or protection of legal rights and safety.
11. Abandoned Equipment
11.1 Abandoned Property
Equipment not claimed within thirty (30) days after notification of completion may be considered abandoned.
11.2 Recovery of Costs
Subject to applicable law, Alchemy I.T. may:
- recycle,
- dispose of,
- repurpose,
- erase,
- sell,
- or otherwise recover costs from abandoned Equipment.
11.3 Data on Abandoned Equipment
Alchemy I.T. shall not be responsible for preserving data remaining on abandoned Equipment.
12. Limitation of Liability
12.1 Maximum Liability
To the maximum extent permitted by law, total liability arising from any claim related to Services shall not exceed the amount actually paid by the Customer for the specific service giving rise to the claim.
12.2 Excluded Damages
Under no circumstances shall Alchemy I.T., Alchemy Nexus, or related parties be liable for:
- indirect damages,
- incidental damages,
- special damages,
- punitive damages,
- consequential damages,
- loss of profits,
- loss of business,
- downtime,
- loss of opportunity,
- loss of use,
- or reputational harm.
12.3 Customer Indemnification
The Customer agrees to indemnify and hold harmless Alchemy I.T., Alchemy Nexus, and related parties from claims arising from:
- illegal content,
- copyright infringement,
- licensing violations,
- unauthorized software,
- customer negligence,
- misuse of systems,
- or third-party actions.
13. Governing Law
These Terms & Conditions shall be governed by the laws of the Province of Alberta and applicable laws of Canada.
Any legal dispute arising from Services provided by Alchemy I.T. shall be resolved exclusively within Alberta, Canada.
14. Modifications to Terms
Alchemy I.T. reserves the right to update or modify these Terms & Conditions at any time without prior notice.
The most current version shall always be available through:
15. Contact Information
