Terms of Use
Last updated: September 10, 2026
Quick Summary
These Terms explain how working with KDV Support works in practice, including services, scheduling, payments, cancellations, responsibilities, and the general expectations that apply when we work together.
The simple version: KDV Support helps investigate, troubleshoot, set up, and support the digital systems you use. Sometimes the answer is a simple fix. Sometimes it requires more investigation or a larger project. And sometimes the right answer is that you need a specialist. KDV Support does not guarantee that every issue can be resolved or that every system will behave itself simply because we asked nicely.
Terms of Use
By accessing this website, scheduling a service, purchasing services, or otherwise engaging KDV Support, you agree to these Terms of Use.
Specific projects, recurring arrangements, or other services may also include a written scope, quote, invoice, or agreement. If terms specific to that work differ from these general Terms, the terms provided for that particular service or project will apply.
Services
KDV Support provides Digital Systems Support for small business owners and select individuals.
Services may include troubleshooting, system setup and configuration, digital organization, website and email support, scheduling and payment platform support, email marketing systems, integrations and automations, content formatting and scheduling, and other agreed-upon digital support.
Depending on the situation, KDV Support may provide guidance, investigate an issue, perform work on a client's behalf, recommend next steps, provide a fixed-price project quote, or recommend that the client work with another specialist.
Services are offered in several ways:
Discovery Call
A free 30-minute conversation used to understand what is going on and determine an appropriate next step. Discovery Calls are not working sessions and do not include troubleshooting, configuration, or other service work.
1:1 Support Session
A scheduled support session in which the client works through questions or issues with guidance from KDV Support. These sessions are intended for situations where the client wants to do the work with support rather than have KDV Support take over the task. Recap notes are included.
Assessment
An Assessment includes up to two hours of investigation into an issue or system, followed by findings and recommended options. If the client chooses to proceed with a related project, the Assessment is included as part of the overall project scope rather than charged as an additional separate service.
Project Work
Projects are quoted at a fixed price based on an agreed scope of work. Quotes may include a reasonable contingency allowance, testing, verification, and short access or information calls necessary to complete the project. Work requested outside the agreed scope may require a separate or revised quote.
Monthly Support
Monthly Support is available to existing clients and provides priority response, light triage, and other benefits described in the client's Monthly Support arrangement. It is not a prepaid bank of hours and is not intended to cover ongoing recurring tasks or new-build projects.
Recurring Work
Certain agreed tasks may be provided on a recurring basis under a separate recurring arrangement. The work included, frequency, and price will be agreed upon before the arrangement begins.
Scope of Services and No Guarantee
KDV Support provides support based on the information, systems, access, permissions, and circumstances available at the time the work is performed.
Digital systems frequently involve third-party software, hosting providers, devices, integrations, vendors, account permissions, updates, and other factors outside KDV Support's control.
Every reasonable effort will be made to investigate issues and provide appropriate support, but KDV Support does not guarantee that every problem can be fixed or that a particular result, performance improvement, or business outcome will occur.
Recommendations and services are provided based on the information reasonably available at the time. Clients remain responsible for decisions about their business, accounts, systems, software, and implementation.
Client Responsibilities
Clients agree to provide the information and access reasonably necessary to perform requested work. Depending on the service, this may include:
- Appropriate account or system access and permissions.
- Necessary login credentials or authorization.
- Accurate information about the issue, system, or requested work.
- Availability when client participation, verification, two-factor authentication, or approval is required.
- A stable internet connection and compatible device when participating in a virtual session.
- Current backups of important files, data, websites, or systems when appropriate.
Missing access, information, permissions, backups, or client availability may delay the work or limit what KDV Support can reasonably accomplish.
Clients are responsible for maintaining appropriate backups and for the terms, costs, security, operation, and availability of third-party software and platforms they choose to use.
Scheduling, Cancellations and 1:1 Support Sessions
Appointments must be scheduled through an approved KDV Support scheduling method.
1:1 Support Sessions are non-refundable.
At least 24 hours' notice is required to cancel or reschedule a 1:1 Support Session. With at least 24 hours' notice, a purchased session may be rescheduled once and must be used within 90 days of the original purchase.
Cancellations made with less than 24 hours' notice and missed appointments are non-refundable, and the session is forfeited.
KDV Support may reschedule an appointment when circumstances make it necessary. In that situation, the client will not forfeit the purchased session.
Assessments and Project Work
Assessments are paid before work begins and are non-refundable once work has started.
If an Assessment leads to a related project, the Assessment is incorporated into the project scope rather than treated as an additional charge on top of that scope.
Project Work is quoted at a fixed price based on the agreed scope. Payment may be required in full before work begins or according to agreed milestone payments for larger projects.
Project quotes may include reasonable contingency for testing, troubleshooting, verification, and short calls necessary to obtain access, approvals, or information.
Requests that materially change or expand the agreed scope may require a new or revised quote.
Project payments are non-refundable once work has begun, except where otherwise agreed in writing.
Monthly Support
Monthly Support is available to existing KDV Support clients at the current offered monthly rate.
Monthly Support includes priority response by the end of the business day, with acknowledgment of the request and, when the issue cannot reasonably be addressed immediately, a plan for next steps. It also includes light triage and, when needed, an Assessment to investigate the issue and determine the appropriate next steps. If the Assessment identifies work that requires a separate project, that project will be quoted separately and Monthly Support clients will receive a 10% discount on the fixed-price project quote.
Monthly Support is not a bank of prepaid hours. It does not include unlimited work, ongoing recurring tasks, or new-build projects.
Issues requiring work beyond light triage may be handled as a separate project or other paid service.
Usage may be reviewed periodically. When a client's support needs consistently exceed what Monthly Support is intended to cover, KDV Support may recommend moving that work to a project, recurring arrangement, or another service structure.
Monthly Support requires 30 days' notice to cancel.
A temporary hold of up to 60 days may be available on a case-by-case basis. Holds are not guaranteed and must be agreed upon with KDV Support.
Recurring Work
Recurring Work is governed by the agreed scope, frequency, and monthly price established for that work.
Payment is due in advance for each month of recurring service.
Recurring Work requires 30 days' notice to cancel.
A three-day grace period applies after the first of the month. After that grace period, payments for the month are non-refundable.
Work outside the agreed recurring scope may require a separate quote or service arrangement.
Payments
Payment is required before work begins, including Assessments, Project Work, 1:1 Support Sessions, Monthly Support, and Recurring Work. For larger projects, payment may be divided into agreed milestone payments, with the applicable payment due before each stage of work begins.
KDV Support will not begin or continue work when a required payment is outstanding. Work will begin or resume once payment has been received.
Third-party software, subscriptions, licenses, hosting, domain registrations, or other outside costs are the client's responsibility unless specifically included in a written project quote.
Access, Credentials and Confidentiality
Some Digital Systems Support may require access to client accounts, platforms, files, settings, or other business information.
KDV Support will use access and information provided by a client only as reasonably necessary to perform the agreed work and will treat confidential client information accordingly.
Clients should provide only the access necessary for the work being performed and should use secure methods when sharing sensitive credentials.
KDV Support will not sell confidential or proprietary client information. Information may be disclosed when required by law, when authorized by the client, or when reasonably necessary to provide an agreed service through an appropriate third-party platform or provider.
Additional information about the collection and handling of personal information is available in the KDV Support Privacy Policy.
Third-Party Platforms and Services
KDV Support frequently works with systems and services provided by other companies.
KDV Support does not control and is not responsible for third-party outages, software changes, pricing changes, account restrictions, security incidents, discontinued features, compatibility issues, terms of service, or other actions taken by third-party providers.
When a third-party service changes or causes an issue, KDV Support may assist with investigation and next steps, but cannot guarantee the actions or response of that provider.
Referrals and Outside Specialists
Some work may require expertise outside the scope of KDV Support.
When appropriate, KDV Support may recommend or introduce the client to a specialist or other service provider. Any decision to hire that provider is the client's.
Unless specifically agreed otherwise in writing, outside specialists contract and work directly with the client. KDV Support is not responsible for the services, pricing, availability, contracts, actions, or results of independent third-party providers.
Website Use
You agree to use this website for lawful purposes and not to interfere with its operation or security, attempt unauthorized access to systems or data, or copy, reproduce, or distribute protected website content without permission.
Intellectual Property
Unless otherwise stated, website content created by KDV Support, including text, graphics, branding, and original materials, is owned by KDV Support and may not be reproduced or distributed without permission.
The website may also include licensed or third-party content, including images, graphics, fonts, software, or other materials. Ownership of that content remains with the applicable owner or licensor and its use is subject to the applicable license terms.
Limitation of Liability
The website and KDV Support services are provided on an “as-is” and “as-available” basis.
To the extent permitted by law, KDV Support is not responsible for indirect, incidental, consequential, or special damages resulting from the use of the website or services, or from circumstances outside KDV Support's reasonable control, including third-party systems, software, platforms, outages, data loss, or security incidents.
Nothing in these Terms is intended to exclude or limit liability where doing so would not be permitted by applicable law.
Third-Party Links
This website may contain links to websites, tools, or services operated by third parties. KDV Support is not responsible for the content, availability, security, terms, or privacy practices of those third-party websites or services.
Changes to These Terms
These Terms of Use may be updated periodically to reflect changes to KDV Support's services, website, business practices, or applicable requirements.
The current version will be posted on this page with the date it was last updated.
Changes to these general Terms do not retroactively change the specific terms of an already agreed project or service unless both parties agree otherwise.
Governing Law
These Terms are governed by the laws of the Commonwealth of Massachusetts, United States, without regard to conflict-of-law principles.
Contact
Questions about these Terms of Use may be directed to:
KDV Support
kate@kdvsupport.com