1. Purpose
This Service Agreement describes the general framework for technology support services provided by Office Tech Care, operated by Frank System Inc. The specific order, invoice, quote, service description, and customer authorization record control the particular transaction.
2. Service Scope
The service purchased is the service identified in the applicable order, invoice, proposal, website service description, email confirmation, or other written documentation presented before authorization.
3. Digital Service Disclosure
Services may be delivered remotely, electronically, by telephone, through online communication, or by other digital methods appropriate to the service. Unless expressly stated otherwise, the transaction concerns services rather than physical merchandise.
4. Customer Authorization
The customer confirms that the order is voluntary and authorized by the lawful cardholder, account holder, or approved payer. The customer authorizes only the amount expressly presented and approved for the applicable service.
5. Billing Descriptor
An authorized transaction may appear on a card or financial statement under FRANK SYSTEM INC., subject to the descriptor used by the payment processor.
6. Service Delivery Records
We may maintain order records, invoices, payment references, service tickets, appointment information, remote-session records where appropriate, customer communications, delivery/completion records, and electronic-signature records relating to the transaction.
7. Customer Acknowledgment
Where applicable, the customer may be asked to confirm that the service description was reviewed, the amount was approved, the delivery method was understood, and the applicable cancellation/refund terms were made available before payment.
8. Completion Confirmation
For a completed service, completion may be documented by a signed agreement, DocuSign, email acknowledgment, portal confirmation, ticket closure, or other reliable electronic record. For one-time fixed-fee services, the Refund Policy governs the effect of completion confirmation on refund eligibility.
9. Billing, Cancellation and Refunds
The applicable Refund & Cancellation Policy forms part of the service terms made available before payment. Customers should review that policy before authorizing a transaction.
10. Dispute Resolution
Customers are encouraged to contact Billing or Customer Service promptly if they believe a transaction is incorrect or a service issue requires attention. We will review the transaction and service records and respond through the available support channels. This does not waive any non-waivable legal or payment-network rights.
11. Electronic Records
Electronic signatures, timestamps, invoices, emails, ticket records, portal records, and other electronic evidence may be retained as business records where appropriate.