What you are booking.

Sessions are sold by Lucid Personal Computing, Inc., a New York corporation trading as Lucid PC. In these terms, “Lucid PC”, “we”, “us” and “our” mean Lucid Personal Computing, Inc. “You” means the person or business booking the session.

Your agreement for a session is with the company. The people who carry out the work do so as officers or employees of the company, acting for the company. For anything about these terms, email [email protected].

A session is a block of our time, thirty or sixty minutes, spent on your problem over a screen share. You are booking that time. You are not booking a fixed list of work, and you are not booking a guaranteed outcome.

Most single issues are solved inside one session. Some are not. If a problem turns out to be bigger than the time booked, we tell you before the time runs out, not after, and you decide whether to stop there or book more.

A printer that stopped working. Email not sending or receiving. An Outlook or Microsoft 365 sign-in problem. Pop-ups or a hijacked browser. A software install or update. An account lockout. A machine that has become slow.

Those are examples of the kind of work a session suits. They are not a list of what is included, and none of them is a promise that a particular problem will be solved in a particular time.

On-site visits. Hardware, licences or subscriptions you need to buy. Ongoing monitoring, backups or support, which are a monthly arrangement rather than a session.

If the fix needs something bought, we tell you what and why, and you buy it directly from the vendor. We do not mark anything up and we are never the payer of record.

Software we do not control. If a session involves software, an operating system, a driver or an online account provided by someone else, that thing is governed by its own terms and licence, and we are not responsible for it, for what it does, or for whether it stays available. We will tell you if something you want needs a licence or subscription you do not already have.

Nothing installs on your machine. You see everything we do for the whole session, and it ends the moment you close the window. You will never be asked to type a password where it can be seen.

Be at the machine, or able to get to it, at the time we agree. If it belongs to someone else, make sure you are allowed to have work done on it.

Any password stays yours to type. We will not ask you to send us one, and we will not ask you to type one where we can see it.

You need the right to let us in. When you book, you are confirming that the machine is yours, or that you have permission from whoever owns it to let us work on it and to see what is on it. If it belongs to your employer, a client or a family member, please get that permission first. If it turns out you did not have it, we may have to stop, and we cannot refund a session we have already run.

After you pay, we contact you within one business day to arrange a time, usually within the hour during business hours. Sessions run during business hours unless we agree otherwise.

You can reschedule at any point before the session by replying to our message. There is no charge for that and no limit that matters in practice.

If you are not there at the agreed time we will try to reach you and wait fifteen minutes. The first time, we simply rebook at no charge. A second missed appointment uses the session.

We can end a session early, without a refund, if you ask us to do something unlawful, if you are abusive to us, if the machine is unsafe to work on, or if it turns out you did not have the right to let us in. We would much rather not, and in practice we will tell you what the problem is and give you the chance to fix it first. If we end a session early for any other reason, we refund it.

Please back up first. Before any session, back up anything on the machine you cannot afford to lose. If you do not have a backup, tell us at the start and we will tell you whether we think the work is safe to attempt without one.

We do not take backups for you. Taking a backup is not part of a session unless you have asked for it and we have agreed to it in writing for that session. Apart from a backup you have asked us to take, we do not hold copies of your data - so if something is lost, we have no copy to restore it from.

Some work carries real risk. Failing drives, corrupted user profiles, malware removal, partition and boot repair, and anything on a machine that is already unstable all carry a genuine chance of data loss, sometimes a high one, no matter how carefully the work is done. If what you are asking for is in that category, we will say so before we start, tell you what could go wrong, and ask you to confirm in writing that you want us to go ahead. If you ask us to proceed without a backup, you are accepting the risk that data is lost.

What we are not responsible for. We are not responsible for data that was already lost, corrupted or failing before the session - we cannot recover what was already going. And we are not responsible for data lost during a session, or afterwards as a direct result of work done in it, except where the loss was caused by our failure to work with reasonable care and skill. Where we are responsible, the cap in “The limits of what we can promise” applies to that responsibility.

We are not a data recovery service. If a drive is physically failing, the right answer is usually to stop using it immediately and send it to a data recovery lab. We can tell you that. We cannot do it.

Cancelling before a session. You can cancel and have a full refund, for any reason, at any time before the session starts - just reply to the booking message before the start time. We refund to the way you paid, normally within 5 business days. If you do not tell us and simply do not turn up, “Rescheduling and missed appointments” applies instead of this paragraph.

After a session runs. What you bought is a block of our time. Once that time has been held for you and used, it has been delivered, so a completed session is not refundable. That stays true if the problem turns out not to be fixable, if it turns out to need hardware, a licence or a specialist we do not provide, or if the fix does not hold and the fault comes back. You are buying time and attention, not a result. Please read that before you book - it is the main thing this page exists to tell you.

If it was not what we sold you. If we do not show up, if we end a session early other than because of something you did or asked us to do, or if what happened was not the service described on this page, tell us and we will refund it. We would rather put something right than argue about it.

Your legal rights. Nothing here takes away any right you have under law that cannot be given up by agreement, including your rights under New York consumer protection laws and any equivalent law where you live. If you paid through PayPal or by card, you also have whatever dispute rights they give you.

Sessions are paid up front through PayPal. You do not need a PayPal account - the checkout takes a card. Prices are in US dollars and cover the time itself, nothing else.

PayPal issues the receipt. We never see your card details and we do not store them. There is no subscription and nothing recurring.

Sessions are paid for in advance and the fee is due before we start. If a payment is reversed or charged back after a session has run, the fee is still owed and we may ask you for it. Prices are in US dollars and cover our time only. If any sales tax applies, it is shown before you pay.

A session is time and skill, not a guaranteed result. We do not promise that any particular problem will be solved. Other than our promise to work with reasonable care and skill, we give no warranties of any kind, express or implied - including any implied warranty of merchantability, of fitness for a particular purpose, or that a session will produce a particular outcome.

What we are not responsible for at all. We are not responsible for indirect or consequential loss, or for any of the following however it arises and whether or not we were told it was possible: lost profits, lost revenue, lost business, lost goodwill, wasted expenditure, loss of anticipated savings, or the cost of getting the work done by someone else. Lost profits are excluded whether they count as direct loss or indirect loss.

The most we can owe you. For everything else connected with a session - including loss of or damage to data, and whether the claim is made in contract, in negligence or any other tort, under a statute, or on any other basis - our total responsibility to you is limited to the greater of (a) the fee you paid for that session and (b) $2,500. That limit applies even where the session itself is not refundable under “Refunds”.

Who this protects. These limits apply to Lucid Personal Computing, Inc., and equally to its officers, employees and contractors personally. Any of them may rely on them.

What we never limit. Nothing on this page limits or excludes responsibility for death or personal injury caused by negligence, for fraud, for gross negligence or wilful misconduct, or for anything else the law does not allow us to limit.

Do not buy yet. Describe the problem through the contact form and you will get an honest answer about whether a session is the right thing, at no charge.

If the answer is that you do not need us, that is the answer you will get.

The pre-sale check is free and it is a preliminary opinion, not a diagnosis. It is there to tell you whether a session is likely to be worth your money. It is not a promise that a session will fix the problem, and booking after a check does not change anything in “Refunds” or “The limits of what we can promise”.

A short written note of what was wrong and what we changed, including anything we chose not to touch. It is yours to keep and to hand to whoever works on the machine next.

What we see on your machine stays with us. We do not sell, share or use what we see for anything except doing the work you asked for, and we do not copy files off your machine or keep copies of your data - except where you have asked us to and we have agreed, for instance a backup you asked us to take.

The records we do keep of a session are: the written note of what was found and what was changed; our booking and billing records; your instructions and any consent you gave us; and the technical record of your booking, including when you agreed to these terms.

When we might have to say something. We may disclose what we would otherwise keep confidential, but only so far as we need to, where: the law requires it, such as a subpoena, a court order, a warrant, or a lawful request from a government body or regulator; we need to in order to bring or defend a legal claim, including a dispute with you or a payment dispute with PayPal or a card issuer; we need to tell our own accountant, insurer or lawyer, who are under their own duty of confidence; you have asked us to, or agreed that we can; or the information is already public, or we already knew it, through no fault of ours. Where the law allows us to tell you first, we will.

One thing we will not keep quiet about. If we come across material on a machine that the law requires us to report, we will report it, and in those cases we may not be permitted to tell you first.

This section carries on applying after the session ends.

Remote access runs in your browser over an ordinary encrypted connection, with nothing installed on your machine. You see everything we do for the whole session.

We update this page from time to time. The version that applies to your session is the one published when you booked and paid. Changes made afterwards do not apply to a session you have already paid for. Every version is dated at the foot of this page - if you need the one that applied to yours, ask and we will send it to you.

These terms, and anything arising out of a session, are governed by the laws of the State of New York, without regard to its conflict-of-laws rules.

We are based in New York, and the courts of New York State sitting in Richmond County may hear any dispute between us. Nothing in this stops either of us from bringing a small claim in the small claims court for the place where the other one lives or is based, and nothing in it takes away any right you have under the consumer protection law of your home state or country that cannot be given up by agreement.

Lucid PC is an independent repair provider. We are not an authorised repair provider for any manufacturer.

Before you have work done, check the warranty terms for your device: work done by someone who is not an authorised provider may affect what the manufacturer will cover. Under the federal Magnuson-Moss Warranty Act, a manufacturer cannot refuse warranty service just because independent work was done on your device, and your warranty otherwise stays in effect - but the manufacturer can decline to cover damage that the independent work actually caused, and repairs it did not authorise may not themselves be covered.

These terms as they applied to your session (see “Changes to these terms”), your booking confirmation, and anything else we agreed with you in writing for that session, are the whole agreement between us about it, and they replace anything said beforehand. That does not limit our responsibility for anything we told you that was not true and that you relied on - though where the law allows it, the limits in “The limits of what we can promise” still apply to that responsibility.

If a court decides any part of these terms cannot be enforced - including any part of “The limits of what we can promise” or “Which law applies, and where disputes go”- the rest of them still applies.

If we do not insist on something straight away, we can still insist on it later.

You cannot transfer your booking to someone else without asking us first. We will not transfer it to anyone else either, unless another business takes ours over - and we would tell you if that happened.

Last updated 26 August 2026.