USE TERMS

These terms and conditions ("Terms of Use") outline key requirements for using zedastra.shop’s website and support services, and define your relationship with zedastra.shop. Please review them carefully, as they include important details such as service duration, early termination charges, liability limits, privacy policies, and mandatory arbitration instead of court proceedings. By using any Zedastra service, you agree to be bound by these terms for all service plans, past and future.

"Agreement"

This document, along with any accepted Plan Orders, additional service-specific terms, our Acceptable Use Policy (AUP), and Privacy Policy, forms the complete agreement (the “Agreement”) between you and zedastra.shop. A Plan Order becomes part of this Agreement only when acknowledged by zedastra.shop in writing or via email. You must accept these Terms to use the zedastra.shop portal or access services.

DEFINITIONS

Some terms used in these Terms of Use are also found in our AUP and Privacy Policy and are incorporated here by reference.

"Content"

This refers to all Software, Services, Materials, and related information provided.

"You" or "you"

Refers to you personally, and any employer or organization you are acting on behalf of.

"zedastra.shop"

"zedastra.shop" is a trademark used by Zedastra under license. Any reference to zedastra.shop means Zedastra.

"zedastra.shop Certified Technician(s)"

Technicians certified by zedastra.shop to deliver the services included in this Agreement.

"SHARED SERVICES"

Services provided by Zedastra or its partners to multiple external users or organizations.

"Subscription Based Plans"

Plans offered for a fixed period under a subscription model. These exclude one-time or incident-based offerings such as the "Per Incident Plan."

"Services" AND "zedastra.shop Portal"

"Services" refers to any plan you purchase through the zedastra.shop website or support phone line. These Terms govern all such plans and your use of the zedastra.shop portal. If any conflict arises between these Terms and a Plan Order, these Terms prevail.

"Materials"

Materials include any downloadable content such as white papers, press releases, datasheets, guides, etc., made available on the zedastra.shop portal. These are proprietary and copyrighted by zedastra.shop or its suppliers. This does not include the layout or design of the website.

"Software"

Software refers to any programs provided by zedastra.shop or third parties, whether downloadable or delivered through media. Use of such software is governed by applicable license agreements or terms of use.

SUBMISSION OF PLAN ORDERS; SERVICE PLANS

You may request services by submitting Plan Orders via the website or phone. Once accepted, zedastra.shop will send a confirmation email to your registered address. No service is provided for unaccepted Plan Orders. Accepted Plan Orders activate your chosen Service Plan.

UNDERTAKING

In accordance with the Terms and Conditions and those specific to each Service Plan, zedastra.shop commits to addressing your issues using commercially reasonable efforts to deliver appropriate solutions. Typically, zedastra.shop may attempt diagnosis and resolution via chat, email, remote support, scheduled onsite visits, or any method deemed most suitable for the situation. If remote access is used, no residual software remains on your computer; however, a text file may be left explaining the work performed. You may choose to keep or delete this file. All services rendered under any Service Plan are governed by zedastra.shop’s Limited Warranty. For more information, consult our online resources or contact support. You agree to pay all applicable fees and charges as outlined in the Plan Order, per the Payment Terms provided.

PAYMENT

Services under any Plan Order become available after payment is made as per that Plan Order. zedastra.shop is not obliged to provide services if payment has not been received. Some Service Plans include fees such as a "Service Fee" and/or an "Activation Fee," payable annually ("Annual Payment Plan") or monthly ("Recurring Payment Plan"). Annual Plans must be paid in full at the beginning of the subscription. For Recurring Plans, monthly fees apply over a one-year term, along with a non-refundable Activation Fee at the time of registration, as detailed in the Plan Order. These fees are non-refundable unless otherwise specified.

When you purchase a Service, you agree to the specific pricing and plan term (one, two, or three years – the "Term Plan"). All terms of service and payment will be stated in your Plan Order. Certain plans may include a bundled discount if you subscribe to additional zedastra.shop services ("Bundle Discount"). You must retain both the main and bundled services throughout the term. Discounted prices remain valid unless: (1) the Term Plan expires; (2) you discontinue a required bundled service; or (3) you terminate the plan before its term ends.

Credit Card Billing: You may be required to provide a valid credit card to activate services. You authorize zedastra.shop to charge or hold funds on your credit card for any outstanding service or equipment fees. This authorization remains valid for all related charges. You must provide updated card information upon request. zedastra.shop and its affiliates are not liable for charges due to insufficient funds or errors from card issuers. If a debit card is used instead of a credit card, the same authorizations apply until a valid credit card is provided. Enrollment in auto-pay or electronic transfer authorizes charges accordingly. All card transactions are subject to your bank’s terms. If a charge fails, payment may proceed via cheque.

RENEWAL POLICY

Subscriptions under the Recurring Payment Plan automatically renew monthly unless you opt out. Annual Plans expire at the end of their term and do not renew automatically. Your credit card will be charged based on your selected subscription at registration. To opt out of auto-renewal, call customer service at least 30 days before your subscription ends.

REFUND POLICY

If no issue has been resolved within the first 30 days of a subscription plan, you are eligible for a full refund. If at least one issue is resolved, no refund will be given. However, zedastra.shop may, at its discretion, refund part of the subscription fee after deducting service costs.

Refunds for incident-based plans are applicable under these conditions:

• You met all prerequisites required to resolve the issue, and the issue remained unresolved during the active period.
• The issue falls outside the scope of the plan.
• Less than 7 days have passed since the last service attempt by a zedastra.shop technician.

ACCEPTABLE USE AND PRIVACY POLICY

The Acceptable Use Policy (AUP) and Privacy Policy of zedastra.shop are key parts of these Terms and Conditions. If you haven’t reviewed them, please do so before proceeding. Besides the personal data defined in the Privacy Policy, any other information shared with zedastra.shop via phone, email, or otherwise, is not considered confidential.

PERSONAL USE ONLY

Unless noted otherwise, Services, Software, and Materials are strictly for your personal, non-commercial use relating to your active Service Plan. You are prohibited from copying, distributing, modifying, or reselling anything obtained from these Services or Materials.

PROHIBITED USAGE

You must not use zedastra.shop’s Portal, Software, or Services in any illegal or unauthorized way. This includes any attempt to gain access to restricted systems, overload servers, or harm the experience of other users. Any hacking, password cracking, or unauthorized access attempts are strictly prohibited.

FAIR USE POLICY & TERMINATION

Although there is no hard cap on support requests, our Fair Use Policy applies. If we determine that your usage exceeds what is reasonably expected for personal use, we may suspend or cancel your subscription. We may also cancel service in cases of fraud, use by others, or use on systems not registered under your account. You may cancel anytime, but no refunds will be given for unused time.

COMMUNICATION SERVICES POLICY

You agree to use our Communication Services (chat, forums, file sharing, etc.) responsibly. This includes avoiding any illegal, harmful, or offensive content, protecting intellectual property rights, and not uploading malware or violating privacy. Misuse may lead to termination of access.

• No spam, junk email, or chain messages.
• No harassment, defamation, or abuse of others.
• No uploading of viruses or harmful software.
• No unauthorized use or distribution of copyrighted material.
• No fake identities or attempts to mislead zedastra.shop or other users.

We may monitor and remove any posted materials, and we reserve the right to terminate or suspend communication privileges at our sole discretion.

LINKING POLICY

Creating links to any part of the zedastra.shop Portal or its content is not permitted.

INDEMNIFICATION

You agree to defend and hold harmless zedastra.shop, its affiliates, and team from all claims or costs arising from misuse of our services or any legal violations. We may assume control of any legal matter involving indemnity at our discretion, and you may not settle without our written consent.

GUEST ACCESS & LIMITED LICENSE

If you're not a current subscriber, you're considered a "Guest." As a Guest, your access to zedastra.shop is limited to browsing the site and reviewing subscription options. No other use is permitted. This limited license is revocable at any time.

COMMUNICATION SERVICES USE

Communication tools are intended strictly for customer support and use under a valid Service Plan. Any misuse, including off-topic use or sharing unauthorized content, may result in access termination.

LICENSE TO USE MATERIALS

When permitted under a Service Plan, you may use certain Materials or Software provided via the zedastra.shop Portal, subject to any additional restrictions stated at the time.

SLA

Business Support Hours	Emergency Assistance After Hours	Support Outside Business Hours
Monday to Saturday, 8:30 a.m. – 8:30 p.m.   Submit a ticket at https://zedastra.shop	Reach us at support@zedastra.shop or contact your account representative. Emergencies include high-impact issues such as security breaches or email/network outages.	Monday to Saturday, 8:30 a.m. – 8:30 p.m.   Remote support only during after-hours on a best-effort basis.

HOW TO REQUEST SERVICE

Clients can reach out to Zedastra to report service, software, or hardware-related issues using any of the four methods below.

• Phone assistance is available during regular business hours. Voicemails during these hours are handled ASAP. Messages left after hours will be addressed on the next business day.
• Walk-in/In-store support is offered at local Zedastra outlets during normal working hours.
• Web-based requests can be made 24/7 at helpdesk.zedastra.shop and will be processed the next business day.
• Start a remote session 24/7 if you are a new or subscribed customer. Zedastra technicians will assist you throughout the session.

Zedastra RESPONSE PROCESS

After a customer or SMB contact raises a support request, our team logs a ticket in our system at http://helpdesk.zedastra.shop. The system assigns a ticket number and notifies the customer via email. Please note the following:

• All replies are sent during working hours.
• Resolution times are best-effort; delays may happen if products are out of stock or require third-party intervention.
• Staff will send specs and estimates within the committed time for hardware like laptops or smartphones. Delivery times depend on vendors.
• Some issues may be resolved remotely.
• If devices are not on site, resolution time might vary.
• External problems such as building power outages are excluded from SLA and handled as soon as possible.

Prioritization Guidelines & Response Time

(NOTE: THE FOLLOWING SLA APPLIES TO SUBSCRIBERS OF THE ONSITE SERVICE PLAN)
Zedastra assigns service request priorities based on severity but aims to respond swiftly to every issue:

SLA	Low	Medium	High
Priority Description	Requests involving standard tasks or routine activities.   Examples: Requests to create or update accounts, set up computers, change directory access, or install new software.	Issues affecting one user without halting work, or degraded service functionality.   Examples: Intermittent issues, software access problems, print issues, lost file share access, or backup recovery.	Critical issues affecting many users, non-functional systems, or security threats.   Examples: Network or email failure, locked accounts, virus attacks, or offline servers.
Response time	Acknowledge issue: within 6 hours   Resolve issue: within 12 hours, depending on customer input and uncontrollable circumstances.	Acknowledge issue: within 4 hours   Resolve issue: within 6 hours, depending on customer input and uncontrollable circumstances.	Acknowledge issue: within 2 hours   Resolve issue: within 3 hours, depending on customer input and uncontrollable circumstances.

• Applicable local service/VAT taxes will be charged separately
• If your system is picked up for repair, the estimated turnaround time is up to 10 business days. It may take longer due to part approval or sourcing delays.

For immediate queries and support

• Send your “Request ID” via email to support@zedastra.shop
• Check your equipment repair status at www.zedastra.shop by entering your request ID for real-time updates.
• Visit http://helpdesk.zedastra.shop and log in as an Existing Customer using your registered email to raise or track service tickets.

• If any part replacement is needed, the cost will be extra. Our repair team will call to get your approval.
• If the system is received in a dead state (no power/display), we’ll confirm the problem and faulty parts only after full inspection. As we follow a step-by-step repair process, we may contact you multiple times for additional part approvals.
• A 1-month workmanship warranty applies, provided the device hasn’t been opened or handled by a third party after our last service. Part warranties are separate based on each part’s coverage.
• In cases of physical or known hardware damage, parts that worked intermittently may completely stop working during diagnostics. If further repair is refused, zedastra.shop won’t be responsible for returning it in the same semi-working state.
• zedastra.shop doesn’t ensure complete data recovery or prevent data loss. Data backup is available as a paid service. For data under 10GB, we offer it free but exclude music/video files during OS reinstalls or repairs.
• The customer acknowledges that they are fully responsible for the validity and originality of their software/licenses. zedastra.shop does not support or engage in software piracy.
• We advise customers to keep original CDs/licenses for all installed software. zedastra.shop isn’t accountable for the loss of software during repairs.
• “Per node” means each desktop, laptop, netbook, printer, or device (with/without IP) as per the invoice definition.
• zedastra.shop has the exclusive right to install either new or refurbished hardware components.
• All part warranties are offered by the respective manufacturers.
• zedastra.shop holds no responsibility for any pirated software already installed on the system.
• The service period is clearly stated by the start and end date on the invoice.
• All hardware services will be performed at our Technical Repair Center.
• We are not liable for any damage, data loss, or theft that may occur while the equipment is with zedastra.shop, though we will take every precaution to protect your equipment as per company policy.
• Always ensure the request/invoice ID is recorded on the invoice during collection.

Escalation

If your concern remains unresolved, please escalate it by contacting or emailing: support@zedastra.shop

General Feedback

We welcome your feedback. Please call or email us at: support@zedastra.shop

GENERAL LICENSE RESTRICTIONS

Any use of the zedastra.shop portal, software, or services outside of what is permitted by zedastra.shop is not allowed. All rights—such as execution, copying, modification, distribution, resale—are reserved by zedastra.shop and its vendors. Reverse engineering and software decompiling is forbidden.

USER RESPONSIBILITY

By requesting services, you agree to the following:

• Work with the zedastra.shop Technician: We strive to resolve your issue through mutual cooperation. Our experience proves that active cooperation between the user and technician is essential. Follow the technician’s steps carefully. You must confirm the following:
  • The issue is repeatable on one system including its workstation and peripherals;
  • You are aware of the system, software, and context of the issue;
  • The entire system is accessible to you during the phone session with our support staff.
• Data/Software Backup: You acknowledge that zedastra.shop is not responsible for any data or software loss. We strongly suggest maintaining a full backup and disaster recovery plan.
• Account, Password & Security: To place a service request, you must register with accurate and current details. You are fully responsible for maintaining your account and password security. zedastra.shop is not liable for any unauthorized use of your credentials. If your credentials are misused, you may be held liable for any resulting damages to zedastra.shop or others. Never use another person’s account without their consent.

AVAILABILITY OF SERVICES AND MATERIALS UNDER FORCE MAJEURE EVENTS

You understand that certain events beyond the control of zedastra.shop (such as natural disasters, widespread computer virus outbreaks, strikes, wars, riots, civil unrest, terrorism, fire, flooding, or third-party actions) may delay the scheduling of support sessions. In such cases, zedastra.shop is not liable for any delay or resulting damages.

zedastra.shop or its vendors may, at any time and without notice, temporarily limit access to the Service for maintenance or session control purposes.

SERVICE EXCLUSIONS

Services do not cover the following:

• Items or actions outside the Plan Order coverage;
• Support beyond the timeframe mentioned in your Plan Order;
• Unresolvable issues due to computer or equipment faults or configurations out of our control;
• Software outside the scope of the registered hardware products in the Service Plan;
• Issues due to:
  • External factors like power issues, accidents, misuse, or abuse;
  • Improper usage not as per manufacturer guidelines;
  • Neglecting maintenance or instructions from the manufacturer;
  • Using incompatible parts or accessories;
  • Not following zedastra.shop technician guidance.

SHARED SERVICE LIMITATIONS

Shared Services do not include:

• Items or tasks not mentioned in the Plan Order;
• Support beyond time limits in the Plan Order (Only one Shared Service ticket/month. Extra support is billed based on actual man-days, with prior approval);
• Problems not resolved due to equipment or configuration limits;
• Out-of-scope software, including operating systems added to registered devices;
• Issues from:
  • External causes such as electrical faults or misuse;
  • Usage against manufacturer recommendations;
  • Skipping preventive maintenance or instructions;
  • Using incompatible accessories/components;
  • Ignoring instructions from the Zedastra Business Support technician.

USE OF MATERIALS AND SOFTWARE ON zedastra.shop

Materials and software (as previously defined) may be made available for use/download for Services or promotions. Their use is subject to either (a) the End User License Agreement ("EULA") that comes with them, or (b) these Terms if no EULA exists.

Downloads are strictly for use under the EULA and Plan Order. Unauthorized copying or redistribution is prohibited and may attract civil/criminal consequences.

No logo, graphic, sound, or image from zedastra.shop may be reused without permission. Reproducing or redistributing software or materials to another location or server is also prohibited unless permitted by the EULA.

EULA – GENERAL

Software provided by zedastra.shop or third parties is subject to periodic updates. You agree to assist with updates. Use is limited to the purposes defined in your Service Plan.

If a software includes a EULA, that license governs usage. Do not use any software with a EULA unless you accept the terms.

zedastra.shop SOFTWARE LICENSE

Where a separate EULA is not present, zedastra.shop grants you a non-transferable, revocable, limited license to use its software (including updates). Copying is prohibited. You must treat it as confidential and may not reverse engineer, decompile, lease, or sub-license it. Ownership remains with zedastra.shop or its licensors. Software is licensed, not sold. Exporting the software is not permitted.

THIRD-PARTY SOFTWARE

We may recommend third-party software/services. These are licensed directly by the respective vendors. zedastra.shop does not hold responsibility or licensing rights. You must accept the vendor's terms before use. Using third-party software or services through us does not make us liable for them.

Your license remains active unless terminated by zedastra.shop or when your Plan ends. Upon termination, stop using and delete any associated software.

If we assist with third-party software, you are responsible for ensuring proper licensing. We don’t guarantee being an authorized support provider for such software/equipment, and support might void their warranties.

THIRD-PARTY TERMS

Some services we suggest may come from third parties. You agree to follow their terms. They are fully responsible for their services. Any violations may lead to your account being terminated.

SERVICE WARRANTY DISCLAIMER

zedastra.shop provides services, materials, and software "as-is" with no warranties. If unsatisfied, your remedies are to: (a) allow us to repeat the service, or (b) re-download/reinstall the software.

Certain service plans include a 7-day limited warranty as detailed in their documents. This warranty is in addition to all other terms.

We and our suppliers provide no guarantee on suitability. All content is provided "as-is" without any warranty, including merchantability or fitness.

Information may contain errors and is updated regularly. We may update materials or software without prior notice.

We are not liable for indirect or consequential damages including data loss, downtime, or lost profits.

LIMITED LIABILITY

Our liability is capped at the amount you paid under the relevant Plan Order. We are not responsible for damage to your equipment handled during transit or at our location.

CLAIM DEADLINE

You must raise any claims within three (3) months from when the issue arose; otherwise, they are void.

TERMINATION POLICY

We may terminate your Service immediately, without notice, if: (a) you violate these Terms; (b) your use is illegal or harms others; (c) we receive a legal order; (d) we discontinue the Service; (e) you're no longer our customer; or (f) we detect service abuse.

SEVERABILITY & WAIVER

If any clause is found unenforceable, the remaining terms still apply. Our failure to enforce any part doesn't waive our right to enforce it later.

NO GUARANTEE OF AVAILABILITY

Our services may mention offerings not available in your region. This does not imply intent to offer those locally.

TERMS MODIFICATION

We may change our Terms by: (a) posting updated Terms online, or (b) emailing updates to your registered email. You are responsible for staying updated. Continued use implies acceptance.

APPLICABLE LAW & DISPUTES

This Agreement is governed by applicable laws. Any dispute shall be handled under the governing law’s procedures.

If you have privacy questions, email us at support@zedastra.shop