The terms of working with us.
These are written in plain words so we're on the same page from the start. If anything here isn't clear, ask — we'd rather explain it than have you guess.
Our promise
Everything below grows out of four commitments we've made and won't break:
- We diagnose before we touch anything.
- Flat prices, told up front — never by the hour.
- We never keep your passwords.
- A familiar, uniformed expert at your door — never an anonymous stranger.
The Diagnostic Visit
The Diagnostic Visit is an in-home appointment where a Knack expert assesses your situation, figures out what's actually wrong, and gives you a written plan and a flat price for any follow-on work. You're under no obligation to continue past the diagnosis.
The visit is paid in advance through Stripe. After purchase, we'll contact you within one business day to schedule a time that suits you.
Flat-rate work
Any work that follows the Diagnostic Visit is offered at a flat price you've agreed to before we begin. The clock never runs while we're in your home, and we don't charge by the hour.
Quoted prices cover the reasonable in-home effort to complete the agreed scope. They don't include third-party fees that may be involved in your situation — for example, replacement device parts, account-recovery shipping costs, notary fees, or fees levied by your service providers. If any of these apply, we'll tell you in advance.
What's in scope
We help with the software, configuration, accounts, data, devices, and networking that make up your digital life — diagnosis, setup, recovery, repair, and the calm cleanup afterwards.
What we don't take on
We don't do physical trade work: cabling runs through walls, mounting, drilling, camera installation, or electrical work. If your situation needs any of that, we'll happily point you to someone we trust.
Cancellations and refunds
For the Diagnostic Visit:
- Cancel with at least 24 hours' notice for a full refund.
- Less than 24 hours, or a no-show, half of the visit fee is retained to cover the held appointment; the rest is refunded.
- If you reschedule rather than cancel, no fee applies.
For larger projects following a Diagnostic Visit, a deposit may be requested. If we begin work and you cancel, the deposit covers the time already spent; anything beyond that is refunded.
If, during the Diagnostic Visit, we determine that the outcome you wanted isn't realistically achievable, we'll tell you plainly before any follow-on work begins — and you're not obligated to continue.
Your accounts and devices
We only help you access accounts and devices you have the right to access — your own, or those of a relative whose affairs you're authorised to handle. Where a service provider asks for documentation (for example, a death certificate for a late spouse's account), we'll guide you through what's needed.
We don't keep, copy, or store your passwords. If we help you sign in, the credentials stay with you.
Liability
We take care, and we work in good faith. That said, where the law allows it, our liability for any single engagement is limited to the amount you've paid us for that engagement.
We are not responsible for losses we couldn't reasonably foresee, or for issues caused by third-party services or hardware outside the scope of our work.
Governing law
These terms are governed by the laws of the State of Nevada. Any dispute arising from your use of our services will be handled in Clark County, Nevada.
Changes to these terms
If we update these terms, we'll change the date below. For anyone with an active engagement, the terms in force at the time of your purchase continue to apply to that engagement.
Questions
Email chez@knacklv.com or call (702) 907-4081. A real person will reply.