Residential Service & Refund Policy

Effective Date: August 15, 2026

The Residential and Student service policies are identical in every respect except pricing on remote consultations and remote hourly support, and the eligibility requirement to book at the student rate. Onsite support is billed the same for both.

Remote Support Consultation
Residential: 40 minutes — $69 flat fee
Student: 30 minutes — $30 flat fee

Remote Support (beyond consultation)
Residential: $80/hour, billed in 15-min increments
Student: $60/hour, billed in 15-min increments

Onsite Support
Residential: $100/hour, 1-hour minimum
Student: $100/hour, 1-hour minimum (same rate)

Bench Rate (work performed at our facility)
Residential: $80/hour, billed in 15-min increments (same as remote)
Student: $60/hour, billed in 15-min increments (same as remote) 

Eligibility Requirement
Residential: None — open to all residential clients
Student: Valid student ID or student email address (e.g., .edu) required at time of booking

Except where noted below, the following terms apply equally to both Residential and Student clients.

• Remote Support Consultation: Residential: 40 minutes for a $69 flat fee. Student: 30 minutes for a $30 flat fee. Fee is due in advance unless otherwise agreed in writing.
• Student Rate Eligibility: To book and be billed at the student rate, the client must provide a valid student ID or book using a student email address (e.g., a .edu domain) at the time of scheduling. X-Core360 reserves the right to verify eligibility and to bill at the standard residential rate if student status cannot be confirmed.
• Onsite Support: $100 per hour with a 1-hour minimum, for both Residential and Student clients. Additional time is billed in 15-minute increments.
• Remote Support: Billed in 15-minute increments at the applicable rate: $80/hour for Residential clients, $60/hour for Student clients. 
• Bench Rate: For devices worked on at X-Core360's facility, billing is at the same rate as Remote Support: $80/hour for Residential clients, $60/hour for Student clients, billed in 15-minute increments.
• Travel: No trip fee for onsite service within 20 miles of ZIP Code 46804. Onsite service beyond 20 miles incurs a flat $75 trip fee in addition to the applicable hourly rate.
• Onsite Campus Visits: X-Core360 is unable to provide onsite service at school or university campuses. Student clients requiring onsite support must arrange service at a non-campus location, or select remote support. We will make a reasonable effort and accommodations to ensure we can physically access the device and/or take it back to our office for additional testing when needed.
• Additional Time: Time beyond the initial consultation is billed at the applicable onsite or remote hourly rate.
• No Fix, No Charge: If X-Core360 is unable to resolve the specific issue during a paid repair or support engagement, labor charges for that attempt are waived. This does not apply to the diagnostic/consultation fee already incurred, parts or software already purchased, or cases where the issue is determined to be caused by failing or incompatible hardware requiring replacement.
• Parts & Software: Hardware, software, licenses, and other required materials are billed separately and must be paid for in advance or purchased directly by the customer.
• Payment: Payment for services beyond the initial consultation is expected upon completion unless otherwise agreed in writing. Accepted payment methods: cash, credit card, PayPal and Venmo – subject to change. Checks are not accepted from Residential or Student customers.
• Cancellations: Appointments cancelled or rescheduled with less than 24 hours' notice may be charged the applicable trip fee.
• Late Payments: Payment is due upon receipt. Invoices remaining unpaid 30 days after the invoice date may be assessed a 2% late fee per month (or the maximum rate permitted by applicable law) until paid in full. X-Core360 Solutions LLC reserves the right to suspend all future services until the outstanding balance, including any applicable late fees, has been paid.
• Abandoned Property: Any equipment or property left unclaimed for more than 90 days after written notification of completion or availability for pickup or drop-off shall be considered abandoned, and ownership shall transfer to X-Core360 Solutions LLC, unless otherwise required by applicable law.
• Confidentiality & Data Handling: X-Core360 Solutions LLC will take reasonable measures to protect the confidentiality of any personal data, files, credentials, or account access encountered while performing services, and will not access, use, or disclose such information except as necessary to perform the requested service.
• Limitation of Liability: X-Core360 Solutions LLC will perform all services in a professional and workmanlike manner but cannot guarantee that any repair, installation, or configuration will resolve all issues or prevent future problems. To the fullest extent permitted by law, X-Core360 Solutions LLC's total liability for any claim arising from its services is limited to the amount paid for the specific service giving rise to the claim. X-Core360 Solutions LLC is not responsible for pre-existing hardware or data issues, hardware failures, data loss, customer actions or neglect after service, or problems caused by third-party products, software, or work performed by others.
• Governing Law: This policy and any services provided under it are governed by the laws of the State of Indiana, without regard to conflict-of-law principles, and any disputes shall be venued in the county in which X-Core360 Solutions LLC's services were rendered.
• Refunds & Satisfaction: Refunds, cancellations, and service satisfaction are governed by X-Core360's Refund & Satisfaction Policy, set out in full in Part 2 below. Where payment is made through a third-party platform (such as PayPal or Venmo), that platform's own refund and dispute policies may supersede X-Core360's policy where required by that platform's terms.

X-Core360 Solutions LLC ("X-Core360," "we," "us") provides IT support and consulting services, billed on a time-and-materials or fixed-project basis, to commercial and residential clients in the Fort Wayne, Indiana area. Because our services are labor-based rather than physical products, this policy explains when a refund, credit, or re-service applies.

X-Core360 does not sell physical products or equipment as standalone items at this time. All charges reflect time, expertise, and effort already delivered. Because labor cannot be "returned" once performed, refunds are handled case by case under the terms below rather than issued automatically.

Flat-rate diagnostic and consultation fees (including the residential remote support consultation and student remote session) cover the time spent assessing and advising on an issue, and are non-refundable once the session has been performed, regardless of whether the client proceeds with further work.

If a client is not satisfied with completed work, X-Core360 will first attempt to make it right at no additional charge:

• We will re-diagnose and re-attempt the original scope of work at no additional labor cost, provided the request is made within 30 days of service completion.
• If the original issue is confirmed to be unresolved due to an error in X-Core360's work, the hours billed to correct that specific error will be credited or refunded at our discretion.
• This guarantee covers the specific issue(s) addressed in the original service call. New or unrelated issues discovered during follow-up are billed as new work.
• If follow-up diagnosis determines the issue is caused by failing or incompatible hardware rather than the work performed, replacement hardware is not covered by this guarantee. The client will be responsible for the cost of procuring and installing replacement hardware, in addition to any related labor.

Refunds are not available in the following situations:

• Work was completed as agreed but the underlying hardware, software, or third-party service subsequently fails or degrades for reasons outside X-Core360's control.
• The client declines to allow a return visit or follow-up attempt to resolve a reported issue.
• Delays or additional costs caused by pre-existing conditions not disclosed at the time of booking (e.g., undisclosed physical damage, unlicensed software, outdated hardware incompatible with the requested work).
• Time already billed for onsite travel, diagnostics, or labor performed prior to a client's decision to cancel mid-engagement.
• Custom or fixed-price project work once materials have been ordered or a defined project milestone has been completed and accepted by the client.

• Scheduled appointments cancelled or rescheduled with at least 24 hours' notice incur no charge.
• Appointments cancelled with less than 24 hours' notice, or a missed appointment ("no-show"), may be billed a trip/scheduling fee at X-Core360's discretion.
• For project-based work, any portion of a fixed price tied to work already completed is non-refundable upon cancellation; the unearned, not-yet-started portion is refunded.

Where a deposit or prepayment is required for project work, it is credited against the final invoice. If the client cancels before work begins, the deposit is refunded less any costs already incurred by X-Core360 (e.g., non-returnable materials ordered on the client's behalf).

Approved refunds are issued using the original payment method where possible. X-Core360 accepts credit/debit cards and, for commercial clients only, checks; personal checks from residential clients are not accepted for payment or refund purposes. Refunds are typically processed within 7–10 business days of approval.

Where payment is made through a third-party platform (such as PayPal or Venmo), that platform's own refund and dispute policies may supersede this policy where required by that platform's terms.

To request a refund, credit, or follow-up visit, contact X-Core360 within 30 days of the original service:

• Phone: 260.255.4612
• Email: info@xcore360.com
• Website: www.xcore360.com

Please include the invoice or work order number, the date of service, and a description of the concern so we can respond quickly.

X-Core360 may update this policy from time to time. The version in effect at the time services are rendered governs that engagement. This policy does not limit any rights a client may have under applicable Indiana consumer protection law.

X-Core360 Solutions LLC • 260.255.4612 • info@xcore360.com • www.xcore360.com