General terms of service

Rates

ML Informatique’s standard hourly rate is CAD $80 per hour, plus applicable taxes. Travel, parts, licenses, third-party services, packages and specialized work are confirmed separately before they are incurred. Final terms appear on the estimate, work order or invoice.

Diagnosis and authorization

ML Informatique may need to perform a diagnosis before confirming the nature of the issue and recommended work. Major operations, parts purchases and work beyond the initial authorization require client approval.

Data and backups

The client remains responsible for their data. Even when reasonable precautions are taken, work on a defective device or storage medium carries a risk of data loss. A prior backup is recommended when the device condition allows it. Data recovery is never guaranteed.

Licenses and software

The client must hold the required software licenses. ML Informatique cannot guarantee the compatibility, availability or future operation of old, discontinued or unsupported software.

Encrypted sharing tool

The encrypted sharing tool is intended for temporary transmission of messages and small files. Total size is limited to 5 MB and content is not scanned by antivirus software. The sender and recipient must verify the source and nature of files before opening them. The tool is not a backup, archive or large-file transfer service.

Remote assistance

The client must remain available during an assisted session and can end the session by closing the connection tool. Time spent diagnosing, communicating and performing the intervention may be billed under the agreed terms.

Travel and appointments

Travel fees and conditions are confirmed before the visit. The client must provide reasonable access to the relevant equipment and premises.

Parts and warranties

Parts warranties are subject to manufacturer and distributor terms. Damage caused by misuse, liquid, impact, power surge, infestation, unauthorized modification or third-party work may be excluded.

Payment

Payment is due according to the terms shown on the invoice, estimate or work order.

Unclaimed devices

ML Informatique will contact the client when a device is ready. Terms applying to devices left in the shop for an extended period are those shown on the work order, repair authorization or communications sent to the client.

Reasonable limitation

ML Informatique undertakes to provide services with care and based on the information available. Timelines, recovery results, software compatibility and future failures cannot be guaranteed when they depend on equipment condition, manufacturers, publishers, third parties or circumstances outside ML Informatique’s control.