Terms of Service

Last updated October 26, 2026

1. Who we are

Private IT Support is a brand of Telonyte LLC (“we,” “us”). These terms apply when you use privateitsupport.com, book an appointment, text us, or buy any of our services. By using our website, booking an appointment, accepting a quote, or buying any of our services, you agree to these terms and to our Privacy Policy (/privacy). If you don't agree, please don't use our website or services.

2. Appointments and visits

• On-site appointments have a $99 visit fee. If you hire us for the job, the full $99 is credited toward it. We tell you what the work will cost before we go further.
• Remote help is prepaid: $99 for the first half hour, paid before we start, then $199 an hour. If it looks like the job will run past the first half hour, we tell you before we keep going. The $99 on-site visit fee doesn’t apply to remote sessions.
• Cancellations and rescheduling: You can cancel or reschedule at no charge up to 24 hours before your appointment. If you cancel with less than 24 hours' notice, or we arrive and can't get in or reach you, we may charge the $99 visit fee (or keep the $99 remote prepayment). If we need to cancel or reschedule, we'll tell you as soon as we can, and you'll owe nothing for that appointment.
• Refunds: If a prepaid appointment doesn't happen because of us, we refund the prepayment in full. Time already worked, and parts or software bought for you, aren't refundable. If you're not satisfied with our work, tell us within 7 days. We'll try to make it right, and if we can't, we'll discuss a partial refund for the work in question. Project work (websites, AI receptionist, texting and booking setup) follows the deposit and refund terms in your signed quote.

3. Website and AI setup work

• Websites, AI receptionists, texting and booking are quoted per project. The scope, price and timing are set out in your written quote or proposal. Your signed quote or proposal and these terms are the whole agreement for that work. If your signed quote conflicts with these terms, the signed quote controls for that work.
• Accounts we set up for your business (for example the domain, website, phone line, booking and AI receptionist) are set up in your business’s name, with you as the owner. We work through our own admin seat, never your owner login.
• You're responsible for making sure the information you give us, such as your services, hours, service area, prices, licenses and photos, is accurate, current and yours to use. Please review your website and your AI receptionist's answers before launch and tell us about changes. We aren't responsible for errors caused by information you gave us.
• A custom AI voice requires the written consent of the person whose voice is used.
• Your calls and texts: When we set up an AI receptionist, automated calls or texting for your business, your business is the sender, and you're responsible for complying with the laws that apply to your calls and texts. These include the Telephone Consumer Protection Act, FCC rules, state call-recording and telemarketing laws, and carrier texting rules. That means getting and keeping proof of each customer's consent, telling callers that calls may be recorded or transcribed where required, honoring every opt-out right away, and keeping your texting registration accurate. We set the system up to identify itself as an automated assistant and to process stop requests, but we don't give legal advice, and we don't control who you call or text or what you send. You agree to defend, indemnify and hold harmless Telonyte LLC from claims, fines and costs arising from calls or texts sent from your accounts, or from your use of the systems we set up, except to the extent caused by our own negligence or our failure to follow your written instructions.
• Ownership of content and design files: Once you've paid in full, you own the website content and final design files we create specifically for you, and the accounts set up in your business's name. We keep ownership of our own pre-existing tools, templates, code snippets and know-how, and you get a permanent license to use them as part of your website. Third-party items such as stock photos, fonts, themes and plugins stay under their owners' licenses. We won't show your work or name you as a client without your written permission.

4. Care plans

• Care plans are Self-Run, Standard Care and Full Care. What each includes is described on our care plans page (/care-plans/) and in your quote.
• Because you have full control of your accounts, changes made by you, your staff or another vendor that break something are outside the care plan. We will fix them, quoted separately.
• Care plans are billed monthly in advance, starting on the day your plan begins. Plans are month to month. You can change plans or cancel with 30 days' written notice (email is fine), and the change takes effect at the end of that billing month. We don't give refunds for a partial month. We may change plan prices with 30 days' written notice.

5. Vendor services are billed to you directly

Some services we set up are sold by other companies. These include your business phone number and texting service, email (domain email or Google Workspace), ad spend (for example Google Ads), your domain, and any paid software plan you choose. Each vendor bills your business directly, at the vendor’s own price and under the vendor’s own terms. We don’t charge for vendor services and add no markup. Vendor prices may change. Each vendor's own terms and privacy policy apply to its service, and you're responsible for keeping those accounts paid and in good standing. We don't control vendor services and aren't responsible for their outages, price changes, policy changes or data handling, but we'll help you work with the vendor when something goes wrong.

6. Text messages (SMS)

• Program: Private IT Support (Telonyte LLC) sends text messages about your quote requests, appointments and service, such as confirmations, reminders, updates and replies to your questions. We don't send marketing texts under this program.
• Opt-in: We text you only if you opt in. Text updates aren’t available yet. When we offer them, you’ll opt in by entering your mobile number and checking an optional, unchecked consent box on our website. Consent is not a condition of any purchase.
• Message frequency: Message frequency varies.
• Rates: Msg & data rates may apply.
• Opt out: Reply STOP to any message to opt out. You can also reply END, CANCEL, UNSUBSCRIBE, QUIT, STOPALL, REVOKE or OPTOUT, or tell us in any other reasonable way, such as by calling or emailing us. We'll send one message confirming your opt-out, and no more texts unless you opt in again.
• Help: Reply HELP for help, call (615) 490-0876, or email [email protected].
• Carriers: Mobile carriers aren't liable for delayed or undelivered messages.
• Privacy: Your mobile number and opt-in information are handled as described in our Privacy Policy (/privacy#sms). We share the details you give us only with service providers that help us run our business. This does not include any mobile phone number you give us for text messages or your text messaging opt-in data and consent. Telonyte LLC never sells or shares that information with carriers or any other third party for their own marketing or any other purpose, except the service providers that deliver our text messages for us, who may use it only to send those messages.

7. Your devices and data

We never ask for passwords, verification codes or card numbers by phone or text. Anything we see while working on your devices or accounts is kept confidential and used only to do the job, unless the law requires us to disclose it or it's needed to protect someone's safety. See our privacy policy (/privacy).

If we use call recording or an AI service to answer, record or transcribe calls to our own business line, we'll tell you at the start of the call. See our Privacy Policy for details.

8. Payment

On-site and remote help: payment is due when the work is done (remote help is prepaid as described above). Projects: follow the deposit and payment schedule in your signed quote. Invoices are due on receipt unless your quote says otherwise. Care plans are billed as described in section 4. If an invoice is more than 15 days overdue, we may pause work and care plan services until it's paid. You're responsible for reasonable costs of collecting overdue amounts, as the law allows.

9. Legal terms

• Limitation of liability: To the fullest extent the law allows, Telonyte LLC isn't liable for any indirect, incidental, special or consequential damages, or for lost profits, lost revenue or lost data, even if we were told they were possible. Our total liability for any claim related to our website or services is limited to the amount you paid us for the specific service the claim relates to in the 12 months before the claim. Nothing in these terms limits liability that the law doesn't allow to be limited, such as for fraud or intentional misconduct.
• Warranties and disclaimers: We'll do our work with reasonable care and skill. Apart from that, our website and services are provided "as is," and we don't make any other promises, express or implied, including that a device, network, website, AI receptionist or vendor service will be uninterrupted, error-free or completely secure, or that we can recover lost data. Please keep current backups of anything important before we work on your devices or accounts.
• Governing law and disputes: These terms are governed by the laws of the State of Tennessee, without regard to its conflict-of-law rules. Any dispute will be handled in the state or federal courts located in Davidson County, Tennessee, and you and we agree to those courts' jurisdiction. Before filing a claim, please contact us so we can try to resolve it informally.
• Changes to these terms: We may update these terms from time to time. We'll post the new version on this page with a new "Last updated" date. Changes apply to services you book or buy after the update. A signed quote keeps the terms that applied when you signed it unless we both agree in writing.
• Severability: If any part of these terms can't be enforced, the rest still applies.
• No waiver: If we don't enforce a term right away, we can still enforce it later.
• Notices: Notices to us must go to [email protected] or Telonyte LLC, 5510 Old Hickory Blvd, Suite B-1110, Hermitage, TN 37076.

10. Contact

Questions about these terms: call (615) 490-0876, email [email protected], or write to Telonyte LLC, 5510 Old Hickory Blvd, Suite B-1110, Hermitage, TN 37076.