Mac Assistance LLC is a remote support service for Apple devices, available through the website https://assistances-mac.fr (hereinafter referred to as « the Site »). The Site is managed by:

Mac Assistance LLC
26 Broadway, Suite 934 New York NY 10004

Mac Assistance offers remote assistance for Apple devices (computers, smartphones, tablets) to both professionals and individuals worldwide (hereinafter referred to as « the Client »).

Mac Assistance is a private, paid support service by phone, and is not affiliated with official Apple support.

1 – Code of Ethics

Mac Assistance commits to professional, ethical diagnostics and repair procedures. Our mission is to restore our clients’ Apple devices efficiently and remotely, without requiring in-store visits.

2 – Purpose

These general terms and conditions define the terms of the support service for the Client’s device (hereinafter « the Device »).

Any order placed by the Client constitutes full and irrevocable acceptance of these terms, which the Client acknowledges having read prior to ordering.

Mac Assistance LLC reserves the right to modify these terms at any time and at its sole discretion.

3 – Client and Device Eligibility

The Client warrants that:

• They are over 18 years old and have full legal capacity to enter into a contract.
• They are the lawful owner of the Device and have not obtained it fraudulently or illegally.
• If the Device is under manufacturer or seller warranty, the Client understands that support from Mac Assistance is paid and may void that warranty.
• They accept receiving communications, invoices, and service details by email.

4 – Ordering Support Services

4.1 – Preliminary Requirements

• The Client agrees to back up all personal data before the session, as Mac Assistance cannot be held responsible for data loss.
• The Device must not have suffered prior physical damage.
• The Client must have a working internet connection and Wi-Fi access with credentials.
• The Client must provide a valid phone number and be available for at least 20 minutes during the session.

4.2 – Booking and Payment

The Client may book an appointment through the Site or request immediate support by phone. Payments are made securely via the Site or by phone through a PCI-DSS compliant platform.

When clicking « View Cart » and « Checkout », the Client reviews the order summary, then proceeds to payment by accepting the present terms and conditions.

The Client guarantees the accuracy of all information provided. Mac Assistance LLC is not responsible for delays due to incorrect details.

4.3 – Order Confirmation

The Client receives a confirmation email upon ordering. This email is sent to the address provided during checkout. Customer support remains available to track any order.

5 – Phone Support and Secure Payment

When ordering by phone, the Client may be required to provide:

• Full Name
• Phone Number
• Billing Address
• Credit Card Number and Expiry Date

The Client confirms having the legal right to use the payment method provided and that all submitted information is accurate.

Payment Security – PCI Compliance

Mac Assistance LLC ensures secure, professional payment processes, fully compliant with the PCI-DSS (Payment Card Industry Data Security Standard).

We do not store any card data and comply with the standards of card data processing, storage, and transmission as required. More details at: https://www.pcisecuritystandards.org

We accept Visa, Mastercard, Maestro, and American Express.

Note: These terms are effective upon purchase and apply to all Clients who use our services.

6. Payment Procedure

The payment procedure is as follows:

• The customer’s name, address, email address, and card details are entered by the billing agent.
• The transaction is submitted to the customer’s bank for authorization.
• Once approved, the customer receives a receipt by email or SMS.
• Just like card reader transactions, the process is secure and compliant with applicable regulations.

7. Service Timeframe

When the customer orders a session by phone or on the website, Mac Assistance will provide the service immediately when possible. A longer delay may be communicated to the customer at the time of the order.

The customer must be available and wait for the technician’s call within the indicated timeframe. If the customer is unavailable, refuses or blocks calls, or remains unreachable after several attempts, the service may be canceled without refund.

8. Service Obligation

Mac Assistance is not bound by a result obligation but undertakes to do its best to assist and may propose additional paid services with the customer’s agreement.

If remote assistance is not possible, Mac Assistance will refer the customer to a local repair center. If the customer provided incorrect or incomplete information, a new quote may be sent. Lack of response within 5 business days or refusal implies payment only for the initial service.

Mac Assistance is not responsible if a missing detail from the customer prevents the service. No refund can be demanded in this case.

9. Mac Assistance Guarantee

No result is guaranteed. Mac Assistance is not liable for direct or indirect consequences of device malfunction, data loss, or any deterioration linked to its intervention.

Mac Assistance does not provide physical hardware repairs.

10. Legal Warranties

As Mac Assistance is not the manufacturer of hardware components, only the manufacturer’s warranty applies for defective products under law no. 98-389 of May 19, 1998.

11. Service Pricing

• Basic assistance (max 20 min): €39
• Configuration session (max 30 min): €49
• Data recovery analysis (10 GB): €169
• System reinstallation: from €99 to €149
• Multi-update or multiple devices: max €199
• USB license shipment: €20.50 per key (in case of no internet alternative)

12. Remote Payment Fees

Payments are processed via PayPal International. Some banks may apply additional charges. These fees are not collected by Mac Assistance and are non-refundable. Clients should check their bank terms.

13. Payment Terms with Mac Assistance LLC

By using Mac Assistance services, you authorize us to store your payment information securely for faster future payments. This includes name, email, phone, card/account details.

If we cannot identify your method, we may verify via a link or SMS. Canceling a payment method does not cancel the amount owed to Mac Assistance LLC.

13.1 Debit and Credit Cards

We may update card information automatically unless you opt out via written request.

13.2 Bank Accounts

By agreeing to share banking details, you allow us to verify and process payment. Each purchase authorizes us to debit your account. We may retry or debit smaller amounts until the full amount is paid.

Bank cards are subject to your bank’s terms. If insufficient funds, your bank may charge fees, not Mac Assistance. You may revoke authorization in writing. We will delete your data if no amount is owed.

13.3 Refunds

Refunds are only made to the original payment method. If that method is canceled, no refund will be issued.

13.4 Secondary Payment Method

If the main payment method fails, we may charge another registered method unless you request otherwise.

13.5 Security

We take reasonable steps to protect your payment data, but 100% security cannot be guaranteed. Contact us at support@assistances-mac.fr if you suspect a breach.

12. Personal Data

The Client is informed that the personal data they provide when placing an order will be processed by Mac Assistance LLC for administrative and commercial management, as well as for statistical purposes.

This processing has been declared to the relevant data protection authority.

Mac Assistance LLC reserves the right to transfer personal data to third parties for commercial prospecting purposes, if the Client has given explicit consent.

The Client must fill out a form. Fields marked with an asterisk (*) are mandatory.

When making a payment online or by phone, the Client must complete all fields marked with an asterisk (*), including the cardholder’s name, credit card number, expiration date, and CVV code.

Collected data is retained for the time necessary to achieve the purpose of collection, typically for two (2) years after the last contact, unless legal exceptions apply.

After this period, the data will be deleted or anonymized unless the Client renews their explicit consent. If not, Mac Assistance LLC will delete the Client’s data.

However, data related to order execution may be archived for up to ten (10) years, in compliance with commercial and civil code obligations.

According to applicable data protection laws, Clients have rights of access, correction, and deletion of their data, by writing to support@assistances-mac.fr.

Mac Assistance LLC, as the data controller, declares to comply with legal data obligations and registration with relevant authorities.

We may also collect usage data such as IP address, browser type and version, visited pages, timestamps, and unique device identifiers.

We use cookies and similar tracking technologies to monitor activity and store certain information.

Cookies are small files with data, possibly containing anonymous unique identifiers. They are sent to your browser and stored on your device. Tracking technologies such as beacons, tags, and scripts help collect and analyze data to improve our service.

You may set your browser to refuse cookies or alert you when cookies are sent. However, disabling cookies may limit certain features.

Collected data is used for:

• Providing and maintaining the service
• Notifying about service changes
• Enabling interaction features
• Customer support
• Service improvement via analytics
• Usage monitoring
• Preventing and solving technical issues

Mac Assistance LLC will take all reasonably necessary measures to ensure secure data treatment. No personal data transfer will occur to third countries unless adequate protection is ensured.

We may disclose your data if necessary to:

• Comply with legal obligations
• Protect rights or property of Mac Assistance LLC
• Prevent possible wrongdoing related to the Service
• Ensure personal safety of users or the public
• Protect against legal liability

13. Data Security

Data security is important to us, but remember no internet transmission or storage method is 100% secure. We strive to use acceptable commercial means to protect your data but cannot guarantee absolute security.

14. Relationship with the Apple Brand

Mac Assistance LLC is not the official Apple support but an independent private phone support service.

Our team includes technicians certified by Apple or trained internally. Apple certification numbers: FRA3HD10 & FRA3UH11.

However, Mac Assistance LLC is not required to assign a certified Apple technician for private support services.

Mac Assistance LLC must not be confused with official Apple Support. Clients can contact Apple Support for free.

15. Service Providers

We may employ third-party companies and individuals to facilitate our Service (« Service Providers »), to provide the Service on our behalf, to perform Service-related services, or to assist us in analyzing how our Service is used. These third parties have access to your personal data only to perform these tasks on our behalf and are obligated not to disclose or use it for any other purpose.

16. Analytics

We may use third-party Service Providers to monitor and analyze the use of our Service.

Google Analytics is a web analytics service offered by Google that tracks and reports website traffic. Google uses the collected data to track and monitor the use of our Service. This data is shared with other Google services. Google may use the collected data to contextualize and personalize the ads of its own advertising network.

You can opt-out of having made your activity on the Service available to Google Analytics by installing the Google Analytics opt-out browser add-on. The add-on prevents the Google Analytics JavaScript (ga.js, analytics.js, and dc.js) from sharing information with Google Analytics about visit activity.

For more information on the privacy practices of Google, please visit the Google Privacy & Terms web page: https://policies.google.com/privacy

We do not knowingly collect personally identifiable information from anyone under the age of 18. If you are a parent or guardian and you are aware that your child has provided us with Personal Data, please contact us. If we become aware that we have collected Personal Data from children without verification of parental consent, we take steps to remove that information from our servers.

17. Objection to Cold Calling

Mac Assistance informs the Client that they may, if they wish, register for free on the telephone solicitation opposition list managed by Opposetel at http://www.bloctel.gouv.fr/. Mac Assistance does not engage in telephone solicitation.

18. Force Majeure

If the performance of a contract is prevented by a force majeure event, the contract is either suspended or terminated. A force majeure event is one that is beyond the control of the Parties, could not have been reasonably foreseen at the time of conclusion of the Contract, and whose effects cannot be avoided through appropriate measures. If the impediment is temporary, the execution of the contract is suspended, unless the resulting delay justifies termination. If the impediment is permanent, the contract is terminated by operation of law and the Parties are released from their obligations.

Events considered force majeure include, but are not limited to: natural or accidental events, intervention or failure of public authorities, internet outages or malfunctions, strikes (including postal or transport services), postal service failures, wars, inability to procure supplies, prolonged, unpredictable and irresistible work stoppages, accidents or manufacturing delays, fires, floods, equipment breakdowns, riots, requisitions, and authoritative import restrictions.

19. Miscellaneous

If any provision of these terms and conditions is found to be null or unenforceable due to a court decision or application of a law or regulation, the remaining provisions shall remain fully effective.

The failure or delay of a Party to enforce any provision of the contract shall not be interpreted as a waiver of that provision.

Any waiver or deviation from these terms and conditions must be agreed upon in writing and signed by both Parties.

20. Dispute Resolution

The Client is informed of the possibility of resorting, in the event of a dispute, to a consumer mediation procedure and to refer the matter free of charge to a consumer mediator under the conditions defined below:

The name of the mediator will be provided by Mac Assistance upon request from the Client. The Client must follow the mediator’s referral procedure. A dispute cannot be examined by the consumer mediator when:

• a. The Client has not first attempted to resolve the dispute directly with Mac Assistance by written complaint and has not received a satisfactory response within 30 days.
• b. The dispute has already been examined or is being examined by another mediator or a court.
• c. The Client submitted the mediation request more than one year after the written complaint to Mac Assistance.
• d. The dispute does not fall within the scope of the mediator’s competence.

21. Final Provisions

It is the Client’s responsibility to review the present terms and refund conditions before purchase.

You are not authorized to use, export, or re-export any content, copy or adaptation of this content, or any product or service offered on the Site, in violation of any applicable laws or regulations.

For any questions or information, Mac Assistance is available by email at support@assistances-mac.fr or by phone at 09 74 06 19 53

Any comments you send us via the Site will be considered non-confidential. Mac Assistance is free to use this information without restriction.

The information on this website is subject to change without notice.

Copyright © 2024-2025 Mac Assistance LLC. All rights reserved.