Terms of Service

Charles Byte provides remote IT support services to customers in India. Our current offering covers remote troubleshooting for supported platforms and services, including Windows, macOS, Linux and Microsoft 365 installation, configuration, troubleshooting and administration where suitable for remote support.

Microsoft 365 licences and subscriptions are not supplied by Charles Byte and must be obtained by the customer. Microsoft 365 is a trademark of Microsoft; references to it do not imply any partnership, endorsement or certification.

Microsoft 365 administrator access: For Microsoft 365 work, you must have your own authorized Microsoft 365 administrator access. You enter your credentials directly yourself during the support session. You must not disclose your passwords to Charles Byte personnel, and we will never ask for them. Administrative actions are performed only with your authorization.

Onsite support is not currently offered. Larger business IT projects may be discussed separately, subject to written agreement and confirmation of service availability.

These Terms apply to your use of our website and the support services we provide.

One standard remote IT support session costs ₹699 for up to 45 minutes.

One fixed price. No hourly billing or per-minute charges.

The fee purchases a troubleshooting session, not a guarantee that every technical issue can be diagnosed or resolved within that session.

An additional paid session, where offered and approved, costs ₹699 for up to another 45 minutes. A free verification session may be offered in eligible circumstances for up to 10 minutes of active support time. Eligibility and booking conditions will be explained before you schedule a follow-up.

1. You submit a support request.
2. We review whether the problem is suitable for remote support.
3. If approved, you select an available appointment.
4. Payment of ₹699 is required to confirm the paid appointment.
5. The appointment is confirmed only after payment has been successfully verified.
6. You receive the instructions for joining the session.

We may decline a request that cannot reasonably be handled through our available remote service. If a request is declined before a paid appointment is confirmed, you will not be charged for that request.

Before and during a support session, you agree to:

• Be available at the booked time and maintain a working internet connection.
• Use a device you own or have permission to access and manage.
• Provide accurate information about the issue and follow reasonable troubleshooting instructions.
• Close private documents, applications and browser tabs that are not relevant to the issue.
• Protect passwords, payment credentials and verification codes.
• We strongly recommend that you create and verify a backup of important data before troubleshooting begins. A backup is not a mandatory condition for receiving support, but troubleshooting carries risks to data, as explained below.

You must not use the service to obtain unauthorized access to another person's device, account, network or information.

Customers must currently contact Charles Byte by email or website chat to request cancellation or rescheduling. The website does not provide a self-service cancellation facility.

Requests made at least two hours before the appointment: You may choose either a full refund or one rescheduled appointment, subject to availability.

Rescheduling limit: One customer-requested reschedule is permitted under this proposed policy when requested at least two hours before the appointment. Further requests will be reviewed individually.

Requests made less than two hours before the appointment: These will be reviewed case by case. A refund or reschedule is not automatically guaranteed under this policy, subject to any rights that apply under law.

A rescheduled appointment must be confirmed by Charles Byte. Sending a request alone does not confirm a new appointment time.

Business review required: Confirm the operational procedure, availability requirements and how cancellation requests and refunds or rescheduled bookings will be recorded before publication.

Please join at your confirmed appointment time.

If you have not joined, the technician will wait for up to 10 minutes after the scheduled start before the appointment may be marked as a no-show.

If you cannot attend, contact us as early as possible.

A no-show or late cancellation will be reviewed individually. A refund or reschedule is not automatic, but we will consider the circumstances and any applicable consumer rights.

Business review required: Confirm how the waiting period will be applied operationally and how no-show decisions and refund requests will be reviewed.

If Charles Byte cannot deliver a booked session because of technician unavailability or a technical failure on our side, you may choose either a full refund or rescheduling, without additional charge.

Approved refunds are initiated to the original payment method where supported. The time taken for the amount to arrive depends on the payment provider and your bank.

If a troubleshooting session was properly delivered but the issue remains unresolved, that fact alone does not automatically qualify the session for a refund. The ₹699 fee covers the troubleshooting session, not a guaranteed technical outcome. This does not limit any rights that cannot lawfully be excluded.

We will review complaints about sessions that were not delivered as agreed, were materially interrupted, or otherwise raise concerns about the service provided. This does not limit any rights that cannot lawfully be excluded.

Where online payment collection is enabled, approved refunds are processed through our payment provider, Cashfree Payments, to the original payment method where possible. Refunds are initiated only for payments that were successfully received and verified. Your bank or payment provider determines how long refunded funds take to arrive.

Refund requests should include your ticket number and a description of the circumstances. Do not include passwords, UPI PINs, card security codes or other payment authentication credentials.

Refund decisions and processing must comply with applicable law and relevant payment-provider requirements.

Legal and accounting review required: Confirm the final refund eligibility rules and handling of exceptional cases before publication. Live payment collection has not yet been activated; the payment and refund workflow must be reconfirmed against the live payment-provider configuration before publication.

We make reasonable efforts to troubleshoot the issue during the available session time. However, not every problem can be diagnosed or solved remotely.

Outcomes may depend on device condition, software support, internet connectivity, third-party services, customer permissions and other factors beyond our control.

We do not guarantee a particular repair outcome, data recovery, uninterrupted access to third-party services or a fixed response time to general enquiries. We respond at the earliest possible opportunity.

Nothing in these Terms removes obligations applicable to the service under law.

Our handling of personal information is described in our Privacy Policy.

You are responsible for ensuring you have authority to allow remote access to the device and information made available during the session. Remain attentive to the session and avoid displaying sensitive information unnecessary for troubleshooting.

You may end your participation in a session if you no longer wish to continue. If a session is paused, the remote connection may remain active until the technician ends it; a paused timer does not necessarily mean the connection has been disconnected.

After a session ends, your ticket may be marked as resolved. You may confirm the resolution and close the request, or tell us you still need assistance so our team can review the matter.

A free verification session or additional paid session is not automatically included with every appointment. If a follow-up is offered, we will explain its type, duration and price before you book it.

A free verification offer, when granted, is subject to its stated eligibility and booking conditions.

These Terms must be read consistently with applicable Indian law. Nothing in these Terms is intended to exclude liability or consumer rights to the extent that the exclusion would be unlawful.

Proposed governing-law approach: The laws of India, with Bengaluru, Karnataka proposed as a jurisdiction where legally appropriate, subject to review of the operator's legal status and applicable jurisdiction and consumer-forum rules.

Legal review required: A qualified Indian legal adviser must review any limitation-of-liability provision, governing-law clause and dispute-resolution terms before publication. Do not add an absolute liability exclusion or an unreviewed exclusive court-jurisdiction clause.

For questions about these Terms, cancellations, rescheduling, refunds or complaints, contact:

Charles Byte (trading name of a sole proprietorship)
Email: info@charlesbyte.com

We will review enquiries at the earliest possible opportunity.

Legal review required: Confirm the operator's legal identity, postal details and whether any additional grievance contact, officer designation or complaint-handling information must be displayed before publication.