At Mac Doctor, we understand that it is important to protect the privacy of our clients and of guests who visit our website or communicate with us. We know that it takes a great deal of trust on your part to do business with us, and we take that trust very seriously. It is our highest priority to ensure the security and confidentiality of your personal information.

Collected Information

Mac Doctor may collect several types of information from you, including, but not limited to, contact information (name, address, phone, email); information about hardware, software, and network configuration; and account names and passwords (computer, email, website, network, etc.).

Use of Information

All data collected is provided by our clients and will be used only for technical support services or for billing and communication purposes. Client data is kept fully confidential and is never shared with other clients or businesses. Mac Doctor maintains an email list for marketing purposes. Recipients may opt out from Mac Doctor marketing communications at any time by responding to an email with the subject line “Remove.” Email addresses are not sold or provided to any third parties.

Mac Doctor is responsible for delivering exceptional service to you. Outstanding customer service is our guiding principle. If at any time your experience is less than outstanding, please let us know and we will work hard to make it right.

Technology often enables us to solve your issues without coming to your location in some instances. We use our discretion in evaluating whether or not phone, email, or remote support delivers more value than an on-site visit. If we feel that your issue cannot be solved remotely, we will work with you to schedule an appointment.

Our standard rate is $200.00 per hour. All on-site work is subject to a 1-hour appointment minimum and billed in 1/4 hour increments thereafter. The same rate of $200.00 per hour is billed for round-trip travel if a client’s location is outside of Cambridge or Somerville. Our remote support rate is $200.00 per hour billed in 15 minute increments.

Mac Doctor provides services and advice based on professional experience and assessment of clients’ needs. All reasonable efforts shall be made to resolve client issues as fully as possible while minimizing time and expenses.

Please note, however, that solutions to even simple problems can be time-consuming. Problem solving can be an iterative process of trial and error. Unexpected issues do arise. Mac Doctor may give you an estimated time for technical service. However, that time is only an estimate and cannot be guaranteed or used as a contractual agreement. Mac Doctor bills by the hour for services and cannot guarantee a maximum cost. Under special circumstances, a project rate can be quoted and agreed upon before work commences.

Billable time is any time spent that utilizes our expertise. Time spent creating proposals, providing purchasing advice, speaking on the phone, meeting you at the Apple Store, speaking with vendors or contractors on your behalf… these are all billable functions. Just as with our service time, we do our best to complete these tasks quickly and thoroughly. We don’t waste time and chat on your dime. Occasionally, we will have to take a call from another client when we’re with you. We do not bill you for this time, and remember – that call may be you next time.

Payment is due at time of service or at the time of invoice at the discretion of Mac Doctor. Credit cards are required to be on file for all remote apointments. Payment is accepted via credit/debit card, cash or personal check. Retainer accounts are billed via invoicing, payable by 15 days after invoice date. A $50 late payment charge and 20% monthly service charge will be applied on overdue balances. There is no charge for a cancellation or rescheduling greater than 24 hours before your appointment time. Read Mac Doctor’s complete payment and work agreement here.

Fewer than 24-hours notice of a change will result in a half-hour cancellation fee ($100.00) for remote appointments and a one hour cancellation ($200.00) fee for on-site appointments.

Mac Doctor does not assume responsibility or liability for any damages whatsoever, including those resulting from the repair process, troubleshooting, business interruption, or lost profits, unless a contract or agreement is signed in advance of work performed specifying such arrangements. Mac Doctor is not responsible for any data loss that may occur in shipping, during the repair process, or at any other time. Clients are responsible to back up their data on all hard drives, flash drives, and storage devices before allowing Mac Doctor to service their equipment.

Mac Doctor’s liability will be limited to fixing any configuration issues or problems caused by mistakes we made during service implementation free of additional charge.

Mac Doctor’s services are meant to assist clients with solving and managing their computers, systems, and Apple gear. Mac Doctor will present clients with many choices and often suggest certain choices. We make all reasonable efforts to solve clients’ problems. However, the final decision-making responsibility lies with the client.

Mac Doctor is an independent service company and is in no way affiliated with Apple, Inc.

Mac Doctor offers no standard warranties. On all parts purchased and installed, the manufacturer’s warranty applies, and clients should forward all warranty issues directly to the manufacturer. Mac Doctor will make its best effort to aid the client in pursuing the proper warranty avenue.