Terms of Service

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1. Who we are

OkieNerd is a friendly consumer technology setup-and-support service operated by Branden LLC (doing business as OkieNerd), based in Lawton, Oklahoma. In these terms, "OkieNerd," "we," "us," and "our" mean Branden LLC d/b/a OkieNerd. "You" means the person using our website or services. You can reach us at hello@okienerd.com, 580.400.7475, or PO Box 6384, Lawton, OK 73506.

OkieNerd is growing across Oklahoma and North Texas. As we expand, in-person help in many areas is provided by independent local technicians we call “Local Nerds.” Local Nerds are independent contractors, not employees or agents of OkieNerd. Before a Local Nerd takes any job, we interview them and they complete the background check described in Section 5a, performed by an independent consumer-reporting agency, at our expense, and they sign a written agreement covering conduct in a customer's home, confidentiality of customer information, and scope of work. We also set service standards, coordinate scheduling, and handle billing and support, but the in-person visit itself may be performed by an independent Local Nerd serving your area. OkieNerd remains your point of contact for anything about a visit.

2. Accepting these terms

By using our website, booking a service, or signing up for the Nerd on Call membership, you agree to these Terms of Service and to our Privacy Policy. If you do not agree, please do not use the service. You must be at least 18 years old and able to enter into a contract to become a member.

3. The Nerd on Call membership

Nerd on Call is an optional annual membership billed monthly. It is not a contract for a fixed term, and you can cancel anytime, subject to the cancellation section below. Membership currently costs $14.99 per month.

Each membership year, your membership includes:

• Two remote help sessions, included; and
• One in-person visit, included.

These included visits are tracked separately and do not depend on each other. They reset on your membership renewal (anniversary) date and do not roll over. Unused included visits have no cash value and are not refundable.

"Included" covers the standard first hour of an in-person visit, or the first 30 minutes of a remote session, and reasonable personal help with your own household technology. Our in-person hourly rate is higher in the farther distance bands (described below), and that rate applies to an included in-person visit.

4. Included visits and extras

Beyond your included visits, members receive 20% off on any additional visits during the membership year.

For reference, our standard (non-member) entry prices are $39 for a 30-minute remote session and, for an in-person visit, an hourly rate that depends on distance from the anchor city serving your area: $110 within 25 miles, $130 in the 25-to-50-mile band, and $145 in the 50-to-75-mile band. The higher rate on the farther bands is how we cover the drive; it is billed as normal labor, not as a separate line item. Member pricing on extra visits applies the 20% discount to the whole rate. A member's included in-person visit works differently: its first hour is free, so in a farther band you pay only what the drive costs, currently $20 in the 25-to-50-mile band and $35 in the 50-to-75-mile band. That amount is shown on your account as a travel line and is not discounted. Prices for additional time, parts, or third-party costs are quoted at the time of service. We may update our prices; current prices are shown at booking.

4a. Paying for a one-time visit: deposit, sign-off and final charge

This section applies when you book a visit or session without a membership. Membership dues are covered by Section 10.

$39 books your visit. When you book a one-time in-person visit, you pay a $39 deposit at the time of booking and nothing else on the day you book. The deposit is not an extra fee: it is credited in full against the cost of your visit. A remote session currently costs $39, so booking one collects the whole amount and leaves no balance.

Your card is saved for the final charge. To complete your booking you authorize us, through our payment processor Stripe, to store your payment method and charge it once more at the end of your visit for the balance of the agreed price, any additional time, and any tip you choose to add. We never see or store your full card number; Stripe holds it. This is a single, specific authorization for the visit you are booking, not an ongoing or recurring one, and it does not permit us to charge you for anything else.

You sign off before we charge. At the end of the visit your Nerd will ask you to confirm, on their device or on your own phone, that the work is complete. You are shown an itemized total first: the agreed price, any additional time, your deposit credited back, and any tip you choose. Only then is the balance charged. You are confirming that the work was performed, not waiving anything. If something is still wrong, there is a place to say so on the same screen; it is sent to us and we will contact you. Please note that flagging a problem does not cancel the charge for time already worked, because your Nerd's time is what the price buys. It does mean a person will read what you wrote and call you, and we will put right anything we got wrong.

Additional time. Time past the first hour of an in-person visit, or the first 30 minutes of a remote session, is billed in 30-minute increments at the same hourly rate, and added to the final charge. Any part of a 30-minute increment is charged as a full increment. You will see the amount itemized on the sign-off screen before anything is charged.

If a visit is not closed out. Occasionally a visit is completed but not closed out on the day, for example if your Nerd's phone fails. Where our records show your Nerd arrived and the visit went ahead, we may charge the price you agreed at booking, and no more, without the sign-off step. We will never add additional time or a tip to a visit you did not sign off on, and we will contact you. If you believe a visit was billed in error, tell us and we will put it right.

Card payments only. We settle every visit by card. Local Nerds are not permitted to accept cash or checks, and you should never be asked for either; if you are, please tell us. We accept Visa, Mastercard, American Express and Discover.

Paying the balance on a different card. By default we charge the same card you booked with, which is why nothing needs to change hands at the end of a visit. If you would rather settle on a different card, that is fine: tell your Nerd and they can take it on the spot, on the same terms. It must still be a card.

If the saved card is declined. Your Nerd can take payment by card on the spot. The balance remains due for the work performed.

Tips are optional and always go to your Nerd. A tip is never added by default and never expected. Where a tip is offered on the sign-off screen, no tip is a one-tap choice, and any tip you do leave is passed to your Local Nerd in full, less card processing costs.

5. Service area and in-person visits

In-person visits are available where we have a Local Nerd, up to 75 miles from the regional anchor city serving your area. The service area is a distance from that anchor city, not a state: an address in a neighboring state inside the distance we drive is served the same as any other. How far the Local Nerds serving a given anchor currently drive varies by area, and the answer for your exact address is shown when you book. Today our anchors reach most of Oklahoma, from the Panhandle to Texoma, plus parts of neighboring states that fall inside an anchor's driving range, such as Wichita Falls from our Lawton anchor. Addresses outside our current in-person service area are remote-only. Our in-person hourly rate is higher the farther we drive: $110 within 25 miles, $130 in the 25-to-50-mile band, and $145 in the 50-to-75-mile band. There is no separate travel fee; the higher rate is normal labor and members receive the same 20% discount on it.

In-person visits are made only to the service address registered on your membership. You confirm your service address when you sign up and again when you request an in-person visit. You cannot change the service address at the time of booking. To update your registered service address, contact us at hello@okienerd.com or 580.400.7475, and we will update it on your account. We may decline or reschedule a visit if the address is incorrect, unsafe, or outside our service area.

Our in-person coverage grows as Local Nerds join in new communities, so the areas we serve, and the technician assigned to a given area, may change over time. When you book an in-person visit, it is performed by the independent Local Nerd who covers your area, scheduled and coordinated through OkieNerd. Remote help remains available anywhere.

5a. Local Nerd screening and your acknowledgment

What we check. Every Local Nerd is interviewed by OkieNerd and, before taking any job, passes a background check performed at our expense by a licensed, independent consumer-reporting agency in accordance with the federal Fair Credit Reporting Act. That check includes, at a minimum: verification of identity (a Social Security number trace), a national criminal-records database search, a search of the national sex offender registry, and a global watchlist search. We may re-run checks periodically, and a Local Nerd whose results affect customer safety or trust does not take jobs. Every Local Nerd also signs a written agreement with us covering conduct in your home, confidentiality of your information, and scope of work, and only the screened Local Nerd assigned to your booking may perform your visit.

What a background check can and cannot do. A background check is a review of reported records at a point in time. It is a serious screening step, and it is the reason we can tell you who is coming to your door, but no screening can predict or guarantee any person's future conduct, and we do not warrant that a screened person will never do wrong.

Your acknowledgment and release. By booking an in-person visit, you acknowledge that Local Nerds are independent contractors, not our employees or agents, and that OkieNerd's role in selecting who serves you is to perform the screening and take the contractual safeguards described in this section, which we have done. In exchange for OkieNerd arranging your visit with a screened Local Nerd, and to the fullest extent permitted by law, you release OkieNerd and Branden LLC from any claim arising out of the acts or omissions of a Local Nerd, including claims of negligent hiring, retention, or supervision, except to the extent a claim results from our failure to perform the screening described in this section or from our own gross negligence or willful misconduct. This release does not limit any claim you may have directly against the individual Local Nerd, and any claim that survives this section remains subject to the limitations in Section 14.

If something goes wrong. Tell us. Contact us at hello@okienerd.com or 580.400.7475 about any concern with a visit, and we will investigate, including removing a Local Nerd from the platform where warranted.

6. Remote help

Remote help starts with a phone call at your scheduled time and may include a screen-share when helpful (through OkieNerd Connect, or the OkieNerd Nerd on Call app on an iPhone or iPad). You are responsible for being available at the scheduled time and for having a working phone, internet connection, or device as needed for the session.

7. Text a Nerd (a courtesy)

Membership includes a courtesy "Text a Nerd" line for short, simple questions. Please understand its limits:

• It is a text line only. It is not a phone help line and not a replacement for a session.
• It is for short, simple questions. Anything that needs real troubleshooting, a screen-share, or hands-on time is a remote or in-person visit (members get 20% off those).
• We usually reply within one business day, often sooner. That is a goal, not a guarantee, and the text line is not for urgent or emergency help.
• Fair use means reasonable personal use for your own household devices. We may suggest booking a visit, and we may pause all-day or business-scale texting.

8. What we do and don't do

OkieNerd is a setup-and-support service, not a repair shop. We help with things like Wi-Fi and networking, computers and phones, TVs and streaming, smart-home devices, email and passwords, software, and new-device setup. We do not perform physical hardware repairs (for example, board-level repair, screen replacement, or data recovery from failed drives); if something is physically broken, we will point you to the right place. We also do not perform work that requires an occupational license we do not hold; we can help you set up and use ordinary consumer devices you own, and we will refer licensed work to the right professional.

You represent that you own, or have permission to use and authorize us to work on, the devices and accounts involved, and that our help is for lawful purposes. You are responsible for backing up your own data; while we take care, technology work carries inherent risk, and you should keep your own backups before any work that could affect your files.

9. Scheduling, changes and no-shows

When you pick a time on our website or in our app, that time is reserved for you straight away. A Nerd's day is booked around it. We email you a confirmation with a calendar invitation attached, plus a link you can use to change or cancel the appointment yourself.

Changing or canceling. You can reschedule or cancel from that link, free of charge, up until:

• 2 hours before a remote session, and
• 12 hours before an in-person visit.

The two windows differ because they cost different things: a remote session can often be filled by someone else, while an in-person visit reserves travel time in both directions, and your Nerd may already be on the road.

Inside those windows the appointment can no longer be moved online, because your Nerd has already planned the day around it.

Canceling on time. Cancel or reschedule with at least the notice above and your deposit is refunded in full, automatically, to the card you paid it with. You do not need to ask us, and nothing further is charged. Refunds are issued immediately on our side; how quickly the money appears on your statement is up to your bank, and is typically a few business days.

Canceling late. You may still cancel, at any time, from the same link. We will ask you to confirm that you understand the terms first. Your deposit is not refunded when you cancel inside the window above, because that time was reserved for you and could not be offered to anyone else. Nothing beyond the deposit is charged, and the card we have on file is not charged again. The same applies if you are not available at a confirmed remote time, or we cannot access the confirmed in-person address. For a membership visit, we may count the attempt against your included visit or charge for the trip.

Our courtesy. When you cancel inside the window, we will email you a single-use code for 10% off your next visit, valid for 90 days on any service. The code is issued to you and can be used once. It is a goodwill gesture, not a refund, and it does not change anything else in this section.

Prices for additional time and the sign-off that precedes your final charge are covered in Section 4a.

10. Billing and auto-renewal

Membership is billed monthly in advance at $14.99 through our payment processor, Stripe, to the payment method you place on file. We never see or store your full card number; Stripe handles your card details. By starting a membership, you authorize us (through Stripe) to automatically charge your payment method each month until you cancel.

Memberships renew automatically. Monthly charges are not pro-rated and are non-refundable except under our 30-Day Happiness Guarantee (Section 10a), where required by law, or where we choose to make an exception. If a payment fails, we may retry it, pause membership benefits, and ask you to update your payment method. You are responsible for keeping your payment method current.

10a. 30-Day Happiness Guarantee (new members)

New Nerd on Call members are covered by our 30-Day Happiness Guarantee. If the membership is not right for you, you may request a full refund of your first monthly payment within 30 days of signing up, provided you have not used an included remote session or in-person visit during that time. Courtesy text-a-nerd questions do not affect your eligibility.

The guarantee applies once per person or household and to the first month's membership dues only. Parts and any paid (non-included) visits are not refundable. To claim it, cancel your membership and contact us at 580.400.7475 or hello@okienerd.com within 30 days of signing up. Using an included visit ends eligibility for the guarantee, after which the standard billing and early-cancellation terms in Sections 10 and 11 apply.

11. Cancellation and the early-cancellation adjustment

You can cancel anytime from your member account or by contacting us. Cancellation stops future monthly renewals; your membership benefits continue through the end of the period you have already paid for, unless stated otherwise.

So that "cancel anytime" stays honest for everyone, one fair condition applies, which we call the early-cancellation adjustment:

• You will never pay less than the regular price of the visits you actually use. When you cancel, we compare the regular (non-member) price of the included visits you used during the current membership year against the total dues you have paid that year.
• If the regular value of the visits you used is more than the dues you have paid, we bill the difference at cancellation. This adjustment is capped at the regular price of the visits you used (currently $39 for a remote session, and for an in-person visit $110 within 25 miles, $130 in the 25-to-50-mile band, or $145 in the 50-to-75-mile band).
• Once your dues add up to more than the value of the visits you have used, there is no adjustment, ever. If you never used an included visit, there is nothing to settle.

Re-enrollment. After a membership is canceled, a new membership for the same person or household may begin again after 12 months. We may waive this waiting period at our discretion.

12. Your account and PIN

Your member account is secured by your phone number and a personal PIN that you choose. Keep your PIN private; you are responsible for activity under your account. For your protection, repeated failed sign-in attempts temporarily lock the account. If you forget your PIN, contact us and we will help you reset it after verifying your identity.

13. Text message consent

If you provide your mobile number and opt in, you consent to receive service-related text messages from OkieNerd, such as appointment confirmations, scheduling, and replies to your questions. Message and data rates may apply, and message frequency varies. You can opt out of texts at any time by replying STOP, and reply HELP for help. Opting out of texts does not cancel your membership. Consent to receive texts is not a condition of purchase. Carriers are not liable for delayed or undelivered messages. See our Privacy Policy for how we handle your information.

14. Disclaimers and limitation of liability

We work hard to help, but our services and website are provided "as is" and "as available," without warranties of any kind, express or implied, including any implied warranties of merchantability, fitness for a particular purpose, or non-infringement, to the fullest extent permitted by law. We do not guarantee that any issue will be resolved, that any device will perform a certain way, or that data will not be lost.

To the fullest extent permitted by law, OkieNerd and Branden LLC will not be liable for any indirect, incidental, special, consequential, or punitive damages, or for lost data, lost profits, or loss of use. Our total liability for any claim is limited to the amount you paid us for the service giving rise to the claim during the three months before the claim. Some jurisdictions do not allow certain limitations, so some of these may not apply to you.

You agree to indemnify and hold harmless OkieNerd and Branden LLC from claims arising out of your misuse of the service, your violation of these terms, or your violation of any law or the rights of a third party.

Independent contractors. Local Nerds who perform in-person visits are independent contractors, not employees, partners, or agents of OkieNerd or Branden LLC, and have no authority to bind us. Nothing in these terms creates an employment, agency, partnership, or joint-venture relationship among you, OkieNerd, and any Local Nerd. Our liability for in-person services, including those performed by a Local Nerd, is subject to the screening acknowledgment and release in Section 5a and to the limitations in this section.

15. Changes to the service or these terms

We may update our services, prices, and these terms from time to time. When we make material changes, we will update the "Last updated" date above and, where appropriate, notify members. Your continued use of the service after changes take effect means you accept the updated terms. Price or terms changes apply only to bookings and charges made after the change takes effect; they never change the price of a booking or visit already completed or in progress.

16. Governing law, arbitration and disputes

These terms are governed by the laws of the State of Oklahoma, without regard to its conflict-of-laws rules. Before filing any formal claim, please contact us so we can try to resolve it informally; most issues can be sorted out with a quick conversation.

Arbitration. Any dispute, claim, or controversy arising out of or relating to these terms or our services that we cannot resolve informally, including any question about the formation, enforceability, or scope of these terms or of this section, will be resolved by final and binding individual arbitration rather than in court, before a single arbitrator, administered by the American Arbitration Association under its Consumer Arbitration Rules, and the Federal Arbitration Act governs this section. The arbitration will take place in the county where you live, or by phone or video if you prefer. Arbitration fees are allocated as the AAA's Consumer Arbitration Rules provide, and we will not seek our attorneys' fees or costs from you unless the arbitrator finds your claim frivolous. Judgment on the arbitrator's award may be entered in any court with jurisdiction. Either of us may instead bring a qualifying claim in small claims court.

To the extent permitted by law, you and OkieNerd each waive trial by jury, and each agree to bring claims against the other only in an individual capacity, not as a plaintiff or member of a class in any purported class or representative proceeding, and the arbitrator may not consolidate claims or preside over any class proceeding. If the class waiver is held unenforceable as to a claim, that claim must be decided in court, not in arbitration; any claim heard in court will be heard in the state or federal courts located in Oklahoma, and you consent to their jurisdiction, except where applicable law provides otherwise. If any provision of these terms is held unenforceable, it will be narrowed to the extent needed to make it enforceable, and the rest of these terms remains in effect.

17. Contact us

Questions about these terms? Reach out anytime:

OkieNerd (Branden LLC)
Email: hello@okienerd.com
Phone: 580.400.7475
Mail: PO Box 6384, Lawton, OK 73506

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