These rules (hereinafter referred to as the Rules, Offer) determine the procedure for providing the Service Assistance service (hereinafter also referred to as the Service, Services) to Users, and are, in accordance with the legislation of the Russian Federation, a public offer. In accordance with paragraph 2 of Article 437 of the Civil Code of the Russian Federation (CC RF), acceptance by the User of these Rules (acceptance of the Offer) means accession to the service agreement on the conditions set forth below, while these conditions can be accepted by the Users only by joining the Offer in as a whole, completely and without any reservations.
These Rules are posted on the website https://ithelper.ru/offer for Users to review before placing an order for the provision of Services.
User - an individual who has the necessary level of legal capacity in accordance with the legislation of the Russian Federation and accepts the Offer to receive the Services for personal purposes not related to making a profit.
Order - the User's request for the Services, sent in accordance with the terms of this Offer.
Services / Service / Service assistance - the activities of the Operator for the provision of services specified in section 2 of this Offer, carried out at the request of the User.
The User's personal account - is a personalized record that reflects the accounting and movement of credit, settlement, and other operations related to the accrual of the cost of the services provided by the Operator.
Operator - Limited Liability Company "Soft Program" that provides the Service.
1.1. Services are provided by the Operator only after the User has read and accepted these Rules unconditionally and in full by performing any of the following actions (acceptance of the Offer):
1.2. The User makes an Order for Services in one of the following ways:
1.3. By ordering the Services, the User hereby confirms that:
1.4. The User is fully responsible for the accuracy of his data provided when placing an Order for Services in accordance with these Rules.
1.5. By agreeing to these Rules and placing an Order for Services (accepting the Offer), the User confirms his consent to the processing by the Operator (a person engaged by the Operator to provide Services to the User) of the following personal data:
The User confirms that he is familiar with the Operator's Policy regarding the processing of personal data (hereinafter also referred to as the Policy, https://ithelper.ru/privacy-policy) and expresses his consent to the processing of the specified personal data in order to provide the User with the Services of the appropriate volume and quality - in accordance with the current legislation on personal data and the Policy.
1.6. By accepting this Offer, the User acknowledges and confirms that the provision of the Services to him is carried out by providing the Operator (another person engaged by the Operator in accordance with clause 2.4 of these Rules) with remote access to the User's device. The User agrees that this condition is necessary for the purposes of the provision of the Services by the Operator. If there is no remote access to the device at the will of the User or for other reasons, the Services are not provided.
2.1. After the User accepts the Offer, the Operator undertakes to provide the User with the following Services in the manner prescribed by section 3 of the Offer
2.1.1. Remote service support for PC/laptop
2.1.2. Remote service support for a mobile device
2.1.3. Remote service support for home appliances
2.1.4. Remote software installation
2.2. The service is one-time; within one application (Order), the Service is provided only in relation to one device at the User's choice: computer / laptop, smartphone, tablet, TV, game console, smart home control, household appliances. The device must comply with the technical conditions for receiving the Service specified in clause 2.3.
2.3. Services are provided for devices with the following operating systems:
2.3.1. Microsoft Windows 10/8.1/8/7/Vista/XP (SP3);
2.3.2. Mac OS X 10.7+;
2.3.3. macOS 10.12+;
2.3.4. Android 4.0+;
2.3.5. Apple iOS 9.0+;
2.3.6. Smart TV: Tizen (Samsung), webOS (LG), Android TV (Sony, Philips, Sharp and others;
2.3.7. Game consoles: Sony PlayStation, Microsoft Xbox.
2.4. The service is comprehensive and indivisible. The specific scope of the Services provided to the User within the framework of one Order is determined by the characteristics of the device and the nature of the problem to be eliminated. The volume of actions performed does not affect the cost of the Service within one Order.
2.5. The Operator, in order to perform the above actions, remotely connects to the User's device(s) only if the User's device(s) is permanently and stable connected to the Internet.
2.6. The operator has the right to provide services personally or with the involvement of third parties. If these persons are involved, the Operator shall be liable for their actions to the User as for their own. The involvement of third parties by the Operator to provide Services to Users is carried out on the basis of relevant agreements between the Operator and these third parties.
3.1. The Operator provides Services on the basis of the User's Order in accordance with these Rules.
3.2. Upon completion of the provision of the Services in accordance with these Rules, the Operator shall not be liable to the Users for the occurrence of any malfunctions not directly related to the Services provided and does not guarantee the further absence of malfunctions, errors, viruses on the User's device.
3.3. Quality guarantees for the Services provided (hereinafter referred to as the “Guarantees”) apply only to those types of services that were directly provided by the Operator within the framework of a specific User Order received by the Operator.
3.4. The period of validity of the Guarantees is 7 calendar days.
3.5. Within the specified period, Users can send their claims to the Operator regarding the quality of the Services provided by e-mail specified in Section 7 of the Agreement, and the Operator undertakes to eliminate malfunctions / shortcomings in relation to the Services provided within a reasonable time without charging an additional fee.
3.6. The User can use the Services from 08:00 to 22:00 (Moscow time) seven days a week, including weekends and holidays (except January 1).
3.7. If the User's device, in the opinion of the Operator, has technical and software obstacles to the implementation of the list of actions in accordance with clause 2.1 of the Offer, then the actions are carried out by the Operator's specialist (another person involved by the Operator) only after the User eliminates these obstacles / malfunctions.
4.1. The amount of the Operator's remuneration is set for the processing of one Order and is agreed at the time of the Order.
4.2. The Operator reserves the right to unilaterally change the cost of the Services, determine other price conditions for the provision of the Services in accordance with applicable law.
5.1. For non-fulfillment or improper fulfillment of their obligations, the Parties shall be liable in accordance with the current legislation of the Russian Federation.
5.2. The User understands that the Services provided are technically complex actions and the quality of the Services depends on a number of factors (type of device, installed programs, built-in protection systems / antiviruses, connection stability, etc.). The User accepts and agrees with the fact that the result of the provision of the Services may not meet the User's expectations for the specified reasons beyond the control of the Operator.
5.3. The Operator is under no circumstances responsible for the integrity of information (including theft/hacking/loss of data) on the User's device, for the result of the provision of the Services not meeting the User's expectations, for the impossibility of achieving the result of the Services due to circumstances beyond the control of the Operator.
5.4. The User confirms that he is responsible for the confidentiality of data on his devices and independently controls access to them. Any actions performed using the User's devices, his phone number and e-mail box are considered to be committed by the User personally, if the Operator is not informed by the User about the unauthorized access by third parties that has taken place.
6.1. The Parties undertake to settle disputes arising through negotiations, guided by the current civil legislation and consumer protection legislation.
6.2. Claims are drawn up and sent electronically to the details below. The received claim is subject to consideration no later than 10 days from the date of receipt.
6.3. For all questions that arise, the User can contact the details specified in section 7 of these Rules.
Limited Liability Company “Soft Program” Abbreviated Address 123458, Moscow, Kronshtadtsky Boulevard, 6 4, room 104, com. 3V Actual OGRN 1197746652135 TIN 7743321173