Terms of service

Last Updated: April 21, 2026

Effective Date: April 21, 2026

Version: 1.0

What This Means for You

These Terms of Service (“Terms”) govern your use of Edgewave LLC’s website, digital products, and IT consulting services. By purchasing any service or using our website, you agree to these terms. We’ve written this document in clear language to help you understand your rights and responsibilities. If you have questions, contact us at contact@edgewavellc.com or (888) 929-3763.

Agreement to Terms
Definitions
Services Overview
Account Registration and User Responsibilities
Purchase Terms and Payment
Service Delivery and Remote Access
Customer Obligations and Acceptable Use
Performance Expectations and Guarantees
Intellectual Property Rights
Limitation of Liability and Warranties
Indemnification
Privacy and Data Protection
Refunds and Cancellations
Service Modifications and Interruptions
Dispute Resolution and Governing Law
Termination of Services
Contact Information
Changes to These Terms
Miscellaneous Provisions

1. Agreement to Terms

1.1 Binding Agreement

By accessing edgewavellc.com, purchasing any service, or using any Edgewave product, you (“Customer,” “you,” or “your”) enter into a legally binding agreement with Edgewave LLC (“Edgewave,” “we,” “us,” or “our”), an Ohio-based limited liability company.

1.2 Acceptance of Terms

You accept these Terms of Service by:

Completing a purchase on our Shopify store.
Creating an account on our website.
Allowing remote access to your computer system.
Using any Edgewave service or support resource.

1.3 Capacity to Contract

You represent that you are at least 18 years old and have the legal capacity to enter into this agreement. If you are accepting these terms on behalf of a business entity, you represent that you have authority to bind that entity.

1.4 Entire Agreement

These Terms, together with our Privacy Policy and Refund and Return Policy, constitute the entire agreement between you and Edgewave regarding your use of our services.

2. Definitions

For purposes of these Terms, the following definitions apply:

“Services” – All digital IT consulting, cybersecurity, data recovery, system optimization, and support services offered by Edgewave as one-time, single-session remote services.
“Customer System” – Your computer, network, device, or IT infrastructure on which Services are performed.
“Remote Access” – Technology allowing Edgewave technicians to view and control your Customer System with your permission during a scheduled session.
“Emergency Services” – Time-sensitive services including Emergency Rescue & Data Recovery with priority response commitments.
“Service Session” – The scheduled, dedicated time (typically 45–120 minutes) during which an Edgewave technician remotely accesses your Customer System to perform the purchased Service.
“Guarantee Period” – The 90-day timeframe following your purchase date during which money-back guarantees apply.
“Business Hours” – Monday through Friday, 9:00 AM to 8:00 PM Eastern Standard Time, excluding U.S. federal holidays.
“Force Majeure” – Events beyond our reasonable control including natural disasters, war, terrorism, labor strikes, internet outages, or government actions.

3. Services Overview

3.1 Service Offerings

Edgewave provides one-time, remote digital IT services, including but not limited to:

Cloud Fortress – Ransomware Defense Shield (Ransomware Protection Setup)
Complete Threat Elimination Package (Malware Removal)
Digital Fortress – Complete Identity Protection (Identity Security Setup)
Platinum Performance Restoration (System Optimization)
Enterprise Security Command Center (Security Setup)
Emergency Rescue & Data Recovery

3.2 Digital, One-Time Service Model

All Edgewave services are 100% digital and delivered remotely. There is no physical shipping.

IMPORTANT: All Edgewave services are provided on a one-time, single-session basis.

No Recurring Charges: Your payment is one-time only. We do not have automatic renewals or hidden subscription fees.
No Ongoing Access: Edgewave technicians access your system only during the scheduled Service Session with your permission. We do not maintain permanent or continuous remote access.
Session-Based Delivery: Each service is completed during a dedicated 45–120 minute remote session.
Customer Participation Required: You must be present and available during your entire scheduled Service Session.

3.3 Service Customisation

While service packages are standardised, actual implementation may vary based on your Customer System’s condition, configuration, and specific technical requirements. Our technicians exercise professional judgment to deliver optimal results.

4. Account Registration and User Responsibilities

4.1 Account Creation

Purchasing services requires creating an account through our Shopify store. You must provide:

Accurate, current, and complete contact information.
Valid payment method details.

4.2 Account Security

You are responsible for:

Maintaining confidentiality of account credentials.
All activities occurring under your account.
Immediately notifying us of unauthorised access at contact@edgewavellc.com.
Using strong, unique passwords.

4.3 Prohibited Account Activities

You may not:

Share account credentials with third parties.
Create multiple accounts for fraudulent purposes.
Impersonate another person or entity.

5. Purchase Terms and Payment

5.1 Pricing and Availability

All prices are listed in U.S. Dollars (USD) and are subject to change without notice. Prices displayed at the time of purchase confirmation are binding for that transaction.

5.2 Payment Processing

Payment is processed securely through Shopify’s payment gateway.
We accept major credit cards, debit cards, and other payment methods shown at checkout.
Payment is due in full before any Service Session is scheduled or performed.
You authorize us to charge your payment method for purchased services.

5.3 Payment Confirmation

Upon successful payment, you will receive:

An order confirmation email to the address provided at checkout.
Service details including what was purchased.
Instructions for scheduling your remote Service Session.

5.4 Taxes

Prices do not include applicable sales tax, use tax, or other governmental charges. You are responsible for all taxes associated with your purchase. We will collect and remit taxes as required by law.

6. Service Delivery and Remote Access

6.1 Remote Access Consent

All Edgewave services require remote access to your Customer System. By purchasing services, you:

Consent to temporary, one-time remote access by an authorised Edgewave technician during your scheduled Service Session.
Understand technicians will view and interact with your system to perform the service.
Acknowledge technicians may access files, settings, and installed software necessary to deliver the purchased Service.
Accept responsibility for backing up critical data before the Service Session begins.

6.2 Remote Access Technology

We use industry-standard, secure remote access software. You will be required to:

Authorise the remote connection at the start of your session.
Provide a temporary access code if needed.
Observe the technician’s actions in real-time.

You retain the ability to terminate the remote session at any time.

6.3 Service Delivery Timeline

Standard Services: You will receive an email to schedule your Service Session, typically within 24–48 Business Hours of purchase.
Emergency Services (Emergency Rescue & Data Recovery): You will receive a priority response within 60 minutes of your call during Business Hours. After-hours calls will receive a best-effort response.

6.4 Customer Availability (CRITICAL)

You agree to:

Be available for your scheduled Service Session.
Be present and actively participate during the entire Service Session (typically 45–120 minutes).
Be available to answer technician questions and approve system changes in real-time.
Reschedule at least 24 hours in advance if you cannot make an appointment. Failure to be present for your scheduled session may require rescheduling and delay your service.

6.5 Service Completion

Upon completion of the Service Session, you will receive:

A verbal or written summary of work performed.
Recommendations for ongoing maintenance.
Your remote access connection will be permanently terminated.

7. Customer Obligations and Acceptable Use

7.1 System Requirements

You are responsible for ensuring your Customer System meets minimum requirements:

An active, stable internet connection.
A compatible operating system (e.g., Windows 10/11, macOS).
Administrative access credentials (to approve changes).

7.2 Backup Responsibility (CRITICAL)

You must maintain current backups of all important data before any Service Session begins. While Edgewave takes precautions, we are not responsible for data loss during service delivery except as explicitly covered under Emergency Rescue & Data Recovery terms.

7.3 Accurate Information

You must provide truthful and accurate information about your system’s symptoms and problems.

7.4 Lawful Use

You agree to use Edgewave services only for lawful purposes. You are prohibited from requesting service on a system that contains illegal content (such as child sexual abuse material) or is used for fraudulent purposes. We will terminate service and may report any illegal activity to law enforcement.

7.5 Software Licensing

You represent that all software on your Customer System is properly licensed. Edgewave will not install pirated or unlicensed software.

8. Performance Expectations and Guarantees

8.1 Service Quality Commitment

Edgewave employs experienced technicians and follows industry best practices. However, results vary based on factors including:

The original condition, age, and specifications of your device.
Severity of malware infections or system damage.
Complexity of data recovery scenarios.
Pre-existing hardware failures.

8.2 Data Recovery Services (Emergency Rescue & Data Recovery)

Our 87% average file recovery rate is a historical average, not a guarantee for your specific case.
Recovery success depends on drive condition, damage extent, and time since failure. Some data may be unrecoverable.
Conditional Pricing Applies: You will be charged the full price ($699.99) only for a successful recovery. If data is determined by our technicians to be unrecoverable, you will be charged a reduced diagnostic fee ($199.00) instead.

8.3 Security and Protection Services

Services like Enterprise Security Command Center and Cloud Fortress – Ransomware Defense Shield involve a one-time setup and configuration of security tools. We do not provide 24/7 ongoing monitoring.
No security service can guarantee 100% protection against all threats. Your security also depends on your own safe computing practices.

8.4 Response Time Commitments

Service	Commitment	Conditions
Emergency Rescue (Business Hours)	60-minute response	During Mon–Fri, 9am–8pm EST
Emergency Rescue (After Hours)	Best effort response	Evenings, weekends, holidays
Standard Services	24–48 business hours	For scheduling initiation
Post-Service Support	Within 24 business hours	For email/phone questions during Business Hours

8.5 Money-Back Guarantee

All services include a 90-day money-back satisfaction guarantee from the purchase date.
A full refund is available if you are not satisfied with the results of your one-time service.
This guarantee applies to the service purchase price only.
See our Refund and Return Policy for the detailed process and exclusions (e.g., the $199 unsuccessful data recovery fee is non-refundable).

9. Intellectual Property Rights

9.1 Edgewave Ownership

All content on edgewavellc.com, including text, graphics, logos, and our service methodologies, are owned by Edgewave LLC and protected by U.S. and international intellectual property laws.

9.2 Customer Data Ownership

You retain all ownership rights to your data, files, and systems. By using our services, you grant Edgewave a limited, temporary license to access and modify your Customer System only as necessary to deliver the purchased Service during the scheduled session.

9.3 Third-Party Software

During service, we may install or configure third-party software (e.g., security tools, backup solutions).
These tools operate independently after our session ends. You are responsible for maintaining and updating this software.
Disclaimer: Some of these third-party tools may require their own separate licensing or subscription fees (e.g., for cloud backup storage or ongoing identity monitoring alerts) that are not included in Edgewave’s one-time service fee. We will disclose this during your session, but Edgewave is not responsible for these third-party costs.

10. Limitation of Liability and Warranties

10.1 Services Provided “AS IS”

EXCEPT FOR OUR 90-DAY SATISFACTION GUARANTEE, EDGEWAVE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

10.2 Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

A. Liability Cap: Edgewave’s total aggregate liability to you for any claims arising from our services shall not exceed the amount you paid for the specific service giving rise to the claim.

B. Excluded Damages: EDGEWAVE SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, REVENUE, OR DATA.

C. Data Loss Disclaimer: You assume all risk of data loss. We are not liable for data loss, corruption, or business interruption. You are solely responsible for maintaining backups.

10.3 Hardware Failure Disclaimer

We are not responsible for pre-existing hardware defects or failures, or for hardware that may fail during service due to age or prior damage. Our services are software-based and cannot fix physical hardware problems.

11. Indemnification

You agree to indemnify, defend, and hold harmless Edgewave LLC, its officers, directors, and employees from and against any claims, liabilities, damages, losses, or expenses (including reasonable attorneys’ fees) arising from:

Your violation of these Terms of Service.
Your violation of any law or third-party right.
Your negligence or willful misconduct.
The presence of illegal or unlicensed content on your Customer System.

12. Privacy and Data Protection

12.1 Privacy Policy Integration

Our collection, use, and protection of your personal information is governed by our separate Privacy Policy, which is incorporated into these Terms by reference.

12.2 Data Access During Services

By using our services, you consent that Edgewave technicians may incidentally view files, folders, and content on your Customer System while performing the service. Our technicians are trained to access only what is necessary for service delivery and to maintain strict confidentiality of any personal information they may encounter.

12.3 Data Retention

We retain transaction records for 7 years for legal compliance. Temporary diagnostic files related to your service are securely deleted within 90 days of service completion.

13. Refunds and Cancellations

13.1 Money-Back Guarantee

All services include a 90-day satisfaction guarantee. Please see our complete Refund and Return Policy for detailed terms.

13.2 Refund Request Process

To request a refund, you must:

Contact contact@edgewavellc.com or call (888) 929-3763 within 90 days of your purchase.
Provide your order number and reason for dissatisfaction.

13.3 Emergency Service Conditional Refund

For Emergency Rescue & Data Recovery:

The full $699.99 fee is charged only for successful data recovery.
If data is deemed unrecoverable by our technicians, you will be charged a reduced $199.00 fee. This $199.00 fee is non-refundable as it covers the technician’s time and advanced diagnostic attempts.

14. Service Modifications and Interruptions

14.1 Right to Modify Services

Edgewave reserves the right to modify, suspend, or discontinue any service, or update service features and pricing, at any time.

14.2 Website and Support Maintenance

Our website (edgewavellc.com) and support systems may experience brief interruptions for maintenance, security patches, or upgrades. We will provide advance notice when possible.

14.3 Unplanned Outages

Service scheduling or support availability may be interrupted by Force Majeure events or other technical issues (e.g., internet outages, cyberattacks). We are not liable for damages from such interruptions but will work to restore services promptly.

15. Dispute Resolution and Governing Law

15.1 Governing Law

These Terms are governed by the laws of the State of Ohio and the United States of America.

15.2 Jurisdiction and Venue

Any legal action relating to these Terms shall be brought exclusively in the state or federal courts located in Columbus, Ohio.

15.3 Informal Resolution First

Before initiating any formal dispute, you agree to first contact Edgewave support at contact@edgewavellc.com and allow us 15 business days to investigate and attempt to resolve the matter.

15.4 Binding Arbitration

If informal resolution fails, all disputes shall be resolved through binding arbitration in accordance with the American Arbitration Association (AAA) Commercial Arbitration Rules. Arbitration will take place in Columbus, Ohio. The arbitrator’s decision is final and binding.

15.5 Class Action Waiver

YOU AND EDGEWAVE AGREE THAT ALL DISPUTES WILL BE RESOLVED ON AN INDIVIDUAL BASIS ONLY. YOU WAIVE ANY RIGHT TO PARTICIPATE IN A CLASS ACTION LAWSUIT, CLASS-WIDE ARBITRATION, OR ANY CONSOLIDATED PROCEEDING.

15.6 Statute of Limitations

Any claim arising from these Terms or services must be filed within one (1) year of the date the claim arose, or it is permanently barred.

16. Termination of Services

16.1 Termination by Customer

You may terminate your relationship with Edgewave at any time by ceasing to use our services. Termination does not entitle you to a refund unless requested within the 90-day Guarantee Period.

16.2 Termination by Edgewave

We reserve the right to suspend or terminate your service (and issue a refund if appropriate) immediately and without notice if:

You violate these Terms of Service.
You engage in fraudulent, abusive, or illegal activity.
You threaten, harass, or abuse our staff.
We are required to terminate by law.

16.3 Effect of Termination

Upon termination, your access to support ends. Sections of these Terms that by their nature should survive (e.g., Limitation of Liability, Dispute Resolution, Intellectual Property) will remain in effect.

17. Contact Information

Edgewave LLC 221 Vine Street, Apt 324 Columbus, OH 43215 United States

Primary Support & All Inquiries:

📞 Phone: (888) 929-3763
📧 Email: contact@edgewavellc.com

Business Hours:

Monday–Friday, 9:00 AM – 8:00 PM EST

18. Changes to These Terms

18.1 Right to Modify

Edgewave reserves the right to update, modify, or replace these Terms of Service at any time.

18.2 Notice of Changes

When we make material changes to these Terms:

We will update the “Last Updated” date at the top of this document.
We will post a prominent notice on edgewavellc.com for 30 days.
We may send an email notification to customers.

18.3 Acceptance of Changes

Your continued use of Edgewave services after the effective date of changes constitutes your acceptance of the new Terms.

19. Miscellaneous Provisions

19.1 Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

19.2 Waiver

Our failure to enforce any provision of these Terms does not constitute a waiver of that provision.

19.3 Assignment

You may not assign or transfer these Terms without our prior written consent. Edgewave may assign these Terms in connection with a merger, acquisition, or sale of assets.

19.4 Force Majeure

Edgewave is not liable for delays or failures in performance resulting from Force Majeure events.

19.5 Electronic Communications

You consent to receive communications from us electronically (e.g., via email) and agree that such communications satisfy any legal requirement that communications be in writing.

Acknowledgment

By purchasing Edgewave services or using our website, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service, as well as our Privacy Policy and Refund and Return Policy.

LEGAL NOTICE: These Terms of Service should be reviewed by a licensed Ohio attorney before implementation to ensure full compliance with current laws and Edgewave LLC’s specific business operations. This document does not constitute legal advice.