Clear scope.
Clear expectations.
These service policies summarize how appointments, estimates and authorized work are handled. Your written quote and service agreement identify the work and applicable terms before acceptance.
Appointments and service area
Service hours are 9 AM–10 PM Eastern, seven days a week, by appointment. The owner manages scheduling. Service area: Suffolk County, Nassau County, Queens and Brooklyn. Contact: contact@rosscoreit.com or (631) 664-7951. These hours do not guarantee immediate response or emergency service.
Quotes and additional work
Labor quotes remain valid for 14 calendar days; each quote states its actual expiration date. Parts availability and price will be confirmed before ordering. Ross Core IT LLC will obtain your approval of any revised total or material additional work before proceeding, except within a separately documented not-to-exceed authorization.
Diagnostics and repair credit
For an authorized unknown-problem bench/drop-off diagnostic, $69 is due when equipment is accepted. If you approve Ross Core IT repair labor within 14 days, the diagnostic is applied toward that labor. It has no cash value; total labor will not fall below $69. Parts, applicable tax and approved third-party costs are additional. No separate $69 diagnostic is added to a known flat-rate job or paid remote/on-site session.
Payment timing
The $69 diagnostic is payable at acceptance when applicable. One-off labor is payable at completion/handover against an itemized invoice. Special-order parts normally require prepayment before ordering. The quote identifies labor, parts, applicable tax and approved third-party costs. Payments are handled through Square invoices for authorized work. Available payment methods are shown on the invoice.
Parts orders and refunds
Before ordering, we identify the part, approved price, expected availability and any disclosed supplier return restrictions. Refund and cancellation rights required by law take precedence. If the work is subject to home-improvement rules, its written agreement and advance-payment handling will follow those requirements.
Customer-supplied parts
We do not provide the manufacturer warranty on a customer-supplied part. Our installation workmanship remains separate. Compatibility is the customer’s responsibility unless we specifically approved or recommended the part. We will obtain approval before charging additional labor for an incorrect, incompatible or defective component. Nothing here removes rights or responsibilities that cannot lawfully be excluded.
Workmanship reporting and correction
Report an issue with the original installation or configuration workmanship within 30 calendar days after documented completion by contacting contact@rosscoreit.com. We will assess the reported issue and, where attributable to our original workmanship, arrange reasonable correction without additional labor charge. If correction is impractical, we will discuss an appropriate remedy. This promise does not limit statutory rights. New faults or expanded work require separate agreement.
Cancellation and rescheduling
Please give 24 hours notice where practical to cancel or reschedule. We do not impose an automatic cancellation/no-show fee under this launch policy. Any statutory cancellation rights and required notices take precedence. Authorized completed work and disclosed parts costs will be handled consistently with those rights; no blanket waiver is requested.
Remote and on-site support
Consumer remote: $49 first 30 minutes, then $95/hour in 15-minute increments. Small-business remote: $55 first 30 minutes, then $110/hour in 15-minute increments. Residential on-site: $125 first hour, then $95/hour in 30-minute increments. Small-business on-site: $145 first hour, then $115/hour in 30-minute increments. Billing starts with active support; normal scheduling and administrative communication are not billable. Assistance establishing a connection is billable when the difficulty arises from the customer’s equipment, software, network or configuration, as stated in the approved source pricing.
Travel
Travel is calculated using normal routing from the Ross Core IT service base to the service address: 0–15 miles included in the first-hour on-site rate; over 15 through 25 miles adds $25; over 25 miles quoted before booking. Actual tolls, paid parking, ferry and unusual access costs are additional when applicable and identified in the estimate.
After-hours
Standard appointment hours are 9 AM–10 PM Eastern, seven days a week. Work outside those hours may be accepted at 1.5 times the applicable normal labor rate with a two-hour minimum, disclosed and approved before work begins. Evenings and weekends inside the stated hours are not automatically after-hours. Any separately designated holiday or special emergency rate must be expressly stated in the quote before acceptance. No guaranteed emergency response or 24/7 SLA is included.
Wall-mounted installations
Wall-mounted installations are quoted only after checking the mounting surface, equipment load, permissions, applicable local requirements and service readiness. No electrical installation or concealed cable runs are included. Where a separate licensed trade is required, the customer must engage the appropriate provider.
Collection and unclaimed equipment
We will document collection arrangements and send reminders. This policy does not automatically transfer ownership, authorize disposal or impose storage fees. Payment disputes will be addressed through documented invoices and lawful processes. No undisclosed penalty is added.
Late or failed payment
Send an itemized reminder and seek a reasonable resolution before accepting additional nonessential work. Do not add undisclosed late fees, interest or punitive multipliers. Any later enforcement provision must be specifically reviewed and included in the applicable agreement; this policy creates no automatic disposal or data-deletion authority.