Terms of service

Mendaro is a brand of Practicals Technologies Inc. ("Mendaro", "we", "us"). These terms are a contract between you and us. They cover the getmendaro.com website, the remote support sessions we sell, and any related emails, bookings and billing.

By buying a plan, booking a session, or using the website, you agree to these terms and to our privacy policy, refund policy and cookie notice.

You must be at least 18 years old and able to enter a contract. If you are buying help for someone else in your household, you are still the customer and these terms apply to you.

We provide remote technical support for Windows 10 and Windows 11 PCs. A session is a scheduled phone call with our expert, who diagnoses and fixes the problem you described while you watch on your own screen.

• Sessions last about 60 minutes. If a problem needs more time, the expert will say so and agree a next step with you.
• We call you at the time you booked, on the number you gave when booking. Screen sharing and control use a one-time remote-support tool, which runs only for the session and removes itself when the session ends. If it cannot connect, we may use the remote-assistance tool built into Windows, in the same way and only with your approval.
• Every session is attended: our expert only works on your PC while you are on the call.
• Sessions are available during US Eastern business hours, at the open times shown on our calendar.
• After each session we email you a short written summary of what was done.

We do not scan, inspect or change your PC before you buy. We work from the description you give us when you book.

We sell three plans. The price shown at checkout is the whole price; sales tax is added where the law requires it.

• One-Time Fix ($89, one-time): one session of about 60 minutes on one PC. The session credit is valid for 12 months from purchase. Nothing renews.
• All-Year Help ($149 per year): as many sessions as you need for real problems on up to 3 PCs you own, priority booking, and Nova by Mendaro when it launches.
• All-Year Help, 6 PCs ($229 per year): the same plan for up to 6 PCs you own.

"Unlimited sessions (fair use)" means sessions for genuine problems on PCs you own or that belong to your household. You may have up to two sessions booked at any one time. Plans are for personal use only: they are not for businesses, for PCs you do not own, or for reselling help to other people. If we believe a plan is being used outside these limits we will tell you and, if it continues, may end the plan and refund the unused part of the year.

Bought a One-Time Fix and want the year? Within 30 days of the One-Time Fix purchase, $89 comes off your first year of All-Year Help.

You book a session on our calendar and give a phone number we can call. At the start time we call you. Please be at your PC, connected to the internet, with that phone near you.

• You can reschedule free of charge up to 2 hours before the start time, from the link in your confirmation email.
• If you miss a session without rescheduling, we will offer to rebook it once at no charge.
• A second missed session for the same booking counts as a used session. On All-Year Help this does not cost you anything extra, but repeated no-shows count against fair use.
• If we have to move a session, we will tell you as early as we can and offer the next available time. A session we cancel never counts as used.

Screen control is a big deal, so these are the rules we follow on every call.

• You approve control. Nothing happens on your screen until you accept the remote-support prompt, and you can withdraw that at any time.
• You can end the session whenever you like by closing the call or the remote-support window.
• We never ask for your passwords and we never store them. If a step needs a password, you type it yourself.
• Nothing stays installed. The remote tool removes itself at the end of the session.
• Sessions are not recorded by us. We keep a log of when the session happened and a written summary of what was done.

By joining a session you consent to our expert viewing and, once you approve it, controlling your PC for the purposes of the fix. Please close anything private before the call starts.

We charge the exact price shown at checkout, in US dollars, through our payment processor. Charges appear on your statement as MENDARO SUPPORT.

• One-Time Fix is a single payment. It does not renew.
• All-Year Help renews automatically once a year at the same price you paid ($149, or $229 for the 6-PC plan) until you cancel.
• We email you 30 days before each renewal, to the address on your account, so the charge is never a surprise.
• You can cancel online at any time from your billing page, in two clicks. There is no phone call, chat or retention offer.
• If we ever need to change the renewal price, we will tell you by email at least 30 days before it applies, and you can cancel before it does.

If a payment fails, we will let you know and retry. If it still fails, the plan pauses until it is paid.

The service runs on email: receipts, booking details, reminders, your session summary and the 30-day renewal notice all arrive that way, and you cannot opt out of those while you hold a plan.

By buying, you also agree that we may email you occasional Mendaro news, such as a new service or a change that affects you. Every such email has a one-click unsubscribe, and unsubscribing from news never stops the service emails above.

Money back — 30 days from purchase or 14 days after your first session, whichever is later.

No reason is needed. Email hello@getmendaro.com or click Cancel on your billing page. The details, including timelines and how renewals are handled, are in our refund policy, which forms part of these terms.

Nova is a Windows app we are building for routine PC care. It will be included in All-Year Help plans when it is released.

• Nova is not sold on its own and is not part of the price you pay for sessions with our expert.
• We do not promise a release date. If Nova is delayed or changes, your All-Year Help plan and its price are unaffected.
• When Nova is released it will have its own short terms, which we will show you before you install it.

We help with PCs you own or are entitled to use. Please do not ask us to:

• Work on a PC you do not own or are not authorized to change, including employer-owned or managed PCs.
• Bypass software licensing, activation, passwords or other security controls.
• Install or recover pirated software, or help with anything unlawful.
• Treat our expert abusively. We will end a session if that happens.

We may decline or end a session that falls outside these rules. If we do, and the session has not been used, we will refund it.

We work carefully, but computers are unpredictable and some faults cannot be fixed remotely. Please read this section closely.

• Back up your data before a session. Repairs sometimes involve restarting, removing software or resetting settings, and we cannot guarantee that nothing is lost.
• We tell you before any step that carries a real risk to your data or your PC, and we do not proceed without your agreement.
• We do not promise that every problem can be fixed. If it cannot, our guarantee applies.
• The service is provided as described in these terms. To the fullest extent the law allows, we make no other warranties, express or implied.
• To the fullest extent the law allows, our total liability for any claim connected with the service is limited to the amount you paid us in the 12 months before the claim arose. We are not liable for indirect losses such as lost data, lost profits or lost time.

Some jurisdictions do not allow certain limitations. Nothing in these terms removes rights you have under the law that we cannot limit.

These terms are governed by the laws of the State of Delaware, United States, without regard to its conflict-of-law rules.

If something goes wrong, please email us first. Most issues are sorted out with one reply. If we cannot resolve a dispute informally within 30 days, either of us may bring it in the state or federal courts located in Delaware, and you agree to the jurisdiction of those courts.

We may update these terms from time to time. When we do, we change the version number and date at the top of this page. For changes that affect your rights or your plan, we email you at least 30 days before they take effect. If you do not agree with a change, you can cancel before it applies and the old terms continue to the end of your paid period.

Email hello@getmendaro.com for anything about these terms, your plan or a session. Mendaro is a brand of Practicals Technologies Inc. · 131 Continental Dr, Suite 305, Newark, DE 19713.