Terms of Service

1. Agreement to Terms

By accessing and using Silver Support Hub ("Service"), you agree to be bound by these Terms of Service. If you do not agree to these terms, please do not use our Service. These Terms apply to all users, including individual subscribers and users accessing the Service through an organization.

2. Description of Service

Silver Support Hub provides technology assistance and support services designed for seniors, including but not limited to:

• AI-powered technical assistance available 24/7
• Remote troubleshooting and support
• Help with devices, software, apps, and connectivity issues
• Screenshot analysis and visual support
• Voice-enabled assistance
• AI-powered Scam Check — analyze suspicious messages, screenshots, and phone calls for potential fraud
• Human support escalation via ticket system
• Educational resources for technology use

We may also offer educational workshops and training sessions from time to time.

3. Types of Accounts

Individual Accounts (Direct-to-Consumer):

Individual users may subscribe directly to Silver Support Hub for personal use. Individual subscribers are responsible for their own account and subscription payments.

Organization Accounts (Business-to-Business):

Organizations such as senior living communities, care facilities, and businesses may establish organization accounts to provide Silver Support Hub services to their members or residents. Organization accounts are managed by designated Organization Administrators who are responsible for managing users within their organization.

Organization Administrators:

• Are designated by the organization to manage the organization's account
• May add, remove, and manage users within their organization
• May view support tickets and activity for users within their organization
• Are responsible for ensuring their organization's compliance with these Terms
• Must have authority to bind their organization to these Terms

Organization Users:

Users who access the Service through an organization account are subject to both these Terms and any additional policies established by their organization. Organization users acknowledge that their Organization Administrators may have access to their support tickets and activity.

4. User Accounts

Account Creation: You must create an account to use our Service. You are responsible for:

• Providing accurate and complete information
• Maintaining the confidentiality of your account credentials
• All activities that occur under your account
• Notifying us immediately of any unauthorized use

Account Termination: We reserve the right to suspend or terminate accounts that violate these Terms or for any other reason at our discretion.

Age Requirement: You must be at least 18 years old to create an account and use our Service. By creating an account, you represent and warrant that you are 18 years of age or older.

5. Acceptable Use

You agree NOT to:

• Use the Service for any illegal purposes
• Attempt to gain unauthorized access to our systems
• Transmit viruses, malware, or harmful code
• Harass, abuse, or harm others
• Share your account credentials with others
• Use automated systems to access the Service without permission
• Interfere with or disrupt the Service
• Impersonate any person or entity
• Use the Service to collect information about others without consent

6. AI Assistant Disclaimer

Our AI assistant provides general technical guidance. Please note:

• Not a Guarantee: AI suggestions may not solve all problems
• Follow at Your Own Risk: You are responsible for any actions you take based on AI advice
• Not Professional IT Services: For complex issues, we recommend consulting a professional
• Data Privacy: Never share passwords, credit card numbers, Social Security numbers, or other sensitive personal information with the AI assistant
• Human Escalation: You may request human support if the AI assistant cannot resolve your issue

6A. Scam Check Feature Disclaimer

Silver Support Hub includes an AI-powered Scam Check feature that allows you to submit suspicious messages, screenshots, or phone call details for analysis. By using the Scam Check feature, you acknowledge and agree to the following:

Informational Tool Only:

• The Scam Check feature is an informational tool only and does not constitute legal, financial, security, or law enforcement advice
• Results are AI-generated assessments based on known scam patterns and should be treated as informational guidance, not definitive determinations
• No automated system can detect all scams with 100% accuracy
• A result indicating low risk does not guarantee that a message, email, call, or communication is safe or legitimate
• A result indicating high risk does not constitute a legal finding of fraud

Your Responsibility:

• You are solely responsible for any actions you take based on Scam Check results
• If you believe you are a victim of fraud, you should contact your financial institution and local law enforcement directly
• You should not rely solely on the Scam Check feature to determine the legitimacy of any communication
• Do not share passwords, Social Security numbers, credit card numbers, bank account numbers, or other sensitive personal or financial information through the Scam Check feature

How It Works:

• You may submit content for analysis via text input, screenshot upload, or a guided phone call questionnaire
• Submitted content (text, images, and phone call descriptions) is sent to our AI provider for analysis and is not stored by Silver Support Hub after the analysis is complete
• Only the safety rating (risk level, scam category, and confidence score) is recorded in our system for statistical and service improvement purposes
• Screenshots are analyzed in real time and are not saved to our servers

Limitation of Liability for Scam Check:

• Silver Support Hub LLC shall not be liable for any financial losses, damages, or harm resulting from scams or fraud, whether or not the Scam Check feature was used
• We are not liable for any actions you take or fail to take based on Scam Check results
• We make no warranty, express or implied, regarding the accuracy, completeness, or reliability of Scam Check results

Organization Use:

For users accessing the Scam Check feature through an organization account, aggregate Scam Check activity (total checks, risk levels, and scam categories — not the content you submitted) may be visible to your Organization Administrator for administrative and reporting purposes. Your Organization Administrator cannot see the actual text, screenshots, or descriptions you submitted.

7. No Professional Advice

Silver Support Hub provides technology support only. Our Service does NOT provide:

• Medical advice: We cannot diagnose, treat, or advise on health conditions
• Legal advice: We are not attorneys and cannot provide legal guidance
• Financial advice: We cannot advise on investments, taxes, or financial decisions
• Security or fraud advice: Our Scam Check feature provides AI-generated assessments, not professional cybersecurity or fraud investigation services
• Emergency services: For emergencies, call 911 or appropriate emergency services

If you share medical, legal, or financial information during a support session, we are not qualified to act on that information and it will not be treated as a professional consultation.

8. Payment Terms

Individual Subscriptions:

• Individual subscriptions are available for $25 per month
• Subscriptions automatically renew monthly unless cancelled
• You will be charged on the same day each month
• You may cancel anytime from your account settings
• Payments are processed securely through Stripe
• We do not store your credit card information

Organization Accounts:

• Organization pricing is customized based on organization size and needs
• Pricing and payment terms are specified in your organization's service agreement
• Organizations may be invoiced monthly, quarterly, or annually as agreed
• Payment terms are net 30 days unless otherwise specified

Refund Policy:

• Individual subscribers: Full refund available upon request if cancelled within 7 days of first subscription. To request a refund, contact support@silversupporthub.com. Cancelling or deleting your account stops future charges but does not automatically issue a refund.
• After the first 7 days: No refunds, but you may cancel to avoid future charges
• Organization accounts: Refunds as specified in your service agreement
• Refunds are processed within 5-10 business days

Price Changes: We may change pricing with 30 days notice. Existing subscribers will be notified in advance of any price changes affecting their subscription.

9. Subscription Management and Account Deletion

Cancelling Your Subscription (Individual Subscribers):

You may cancel your subscription at any time from your account settings. Upon cancellation:

• You will retain full access to the Service until the end of your current billing period
• You will not be charged again after your current billing period
• You may resume your subscription at any time before your access period ends
• After your access period ends, your account and personal data will be deleted

This allows you to use the full value of what you have already paid for while ensuring you are not charged again.

Deleting Your Account (Immediate):

You may delete your account immediately at any time through your account settings (Manage Account → Security → Delete Account). Upon immediate deletion:

• Your access to the Service ends immediately
• Your personal data, support tickets, and chat history will be permanently deleted
• Your subscription will be cancelled and you will not be charged again

Since this is an immediate deletion request, the standard refund policy applies. You may request a refund within 7 days of your first subscription by contacting support@silversupporthub.com.

Organization Account Termination:

When an organization's contract is terminated, the organization account is deactivated and all users lose access. Organization data is retained in deactivated status for a minimum of one (1) year for legal and compliance purposes. Organizations may request complete data deletion after the retention period by contacting support@silversupporthub.com, subject to legal requirements.

Organization User Deletion:

Users within an organization may delete their own account at any time. Upon deletion, their personal data, support tickets, and chat history will be permanently deleted. The organization's audit logs related to that user are retained for compliance purposes.

Data Retention:

Certain records (audit logs) are retained for up to 7 years for legal and compliance purposes, after which they are permanently deleted. Payment history is retained by our payment processor (Stripe) according to their retention policy and legal requirements.

10. Privacy and Data

Your use of the Service is also governed by our Privacy Policy, which explains how we collect, use, and protect your information.

Organization Data: For users accessing the Service through an organization, please note that your Organization Administrator may have access to your support tickets, activity logs, and usage information. Your organization may have its own privacy policies that apply in addition to our Privacy Policy.

11. Your Rights (GDPR and CCPA)

We respect your privacy rights. Depending on your location, you may have the right to:

• Access: Request a copy of the personal data we hold about you
• Correction: Request correction of inaccurate personal data
• Deletion: Request deletion of your personal data
• Portability: Request a copy of your data in a portable format
• Objection: Object to certain processing of your personal data

To exercise your rights: You may delete your account directly through account settings, or contact us at support@silversupporthub.com for other requests. We will respond to valid requests within 30 days.

European Users (GDPR): If you are located in the European Economic Area, you have rights under the General Data Protection Regulation.

California Residents (CCPA): If you are a California resident, you have rights under the California Consumer Privacy Act, including the right to know what personal information is collected and the right to request deletion.

12. Service Availability

We strive to provide reliable service, but we do not guarantee:

• Uninterrupted access to the Service
• Error-free operation
• Immediate response times
• Resolution of all technical issues

We may suspend the Service for maintenance, updates, or other reasons at any time. We will attempt to provide advance notice for scheduled maintenance when possible.

13. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

Silver Support Hub LLC and its operators shall not be liable for:

• Any indirect, incidental, special, or consequential damages
• Loss of data, revenue, or profits
• Damage to devices resulting from following our guidance
• Service interruptions or errors
• Third-party actions or content
• Actions taken based on AI assistant suggestions
• Financial losses or damages resulting from scams or fraud, whether or not the Scam Check feature was used or whether the feature correctly or incorrectly assessed a communication

Our total liability shall not exceed the amount you paid for the Service in the past 12 months.

14. Indemnification

You agree to indemnify and hold harmless Silver Support Hub LLC and its operators, employees, and affiliates from any claims, damages, losses, or expenses (including reasonable attorney fees) arising from your use of the Service, your violation of these Terms, or your violation of any rights of a third party.

15. Support Services

Response Times: We aim to respond to support requests within 24-48 hours during business days. AI assistance is available 24/7.

Scope: Our support covers general technology questions and troubleshooting. We do not:

• Repair physical hardware
• Provide on-site visits (remote support only)
• Guarantee solutions to all technical problems
• Support illegal or unauthorized software

16. Remote Access Consent

If you request remote support assistance (using tools such as AnyDesk or similar software), you acknowledge and agree that:

• You are granting our support team temporary access to view and control your device
• You should close any personal files, applications, or sensitive information before the session begins
• You are responsible for supervising the remote session and can end it at any time
• We will only access areas of your device necessary to resolve your technical issue
• Remote sessions may be logged for quality assurance and security purposes

By initiating a remote support session, you provide your informed consent for device access. You may revoke this consent at any time by ending the session.

17. Intellectual Property

All content, features, and functionality of the Service are owned by Silver Support Hub LLC and are protected by copyright, trademark, and other intellectual property laws.

You may not copy, modify, distribute, or create derivative works without our express written permission.

18. Third-Party Services

Our Service uses third-party services including:

• Clerk (authentication)
• Supabase (data storage)
• OpenAI (AI assistant and Scam Check analysis)
• Stripe (payment processing)
• Email service providers

These services have their own terms and privacy policies. We are not responsible for their actions or policies.

19. Changes to Terms

We may update these Terms at any time. Significant changes will be communicated via:

• Email notification to registered users
• Notice on our website

Your continued use of the Service after changes constitutes acceptance of the new Terms. If you do not agree to the updated Terms, you must stop using the Service.

20. Termination

By You: You may cancel your subscription or delete your account at any time as described in Section 9 (Subscription Management and Account Deletion).

By Us: We may suspend or terminate your access if you violate these Terms or for any other reason.

Effect of Termination: Upon termination, your right to use the Service ceases. Data will be handled according to Section 9 (Subscription Management and Account Deletion).

21. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the Commonwealth of Virginia, United States, without regard to its conflict of law provisions. Any legal action or proceeding arising under these Terms shall be brought exclusively in the federal or state courts located in Virginia, and you hereby consent to the personal jurisdiction and venue of such courts.

22. Dispute Resolution and Arbitration

Informal Resolution: Before filing any legal claim, you agree to first contact us at support@silversupporthub.com to attempt to resolve the dispute informally. We will try to resolve the matter within 30 days.

Binding Arbitration: If we cannot resolve the dispute informally, any controversy or claim arising out of or relating to these Terms or the Service shall be settled by binding arbitration in accordance with the rules of the American Arbitration Association. The arbitration shall be conducted in Virginia, and judgment on the arbitration award may be entered in any court having jurisdiction.

Class Action Waiver: YOU AGREE THAT ANY DISPUTES WILL BE RESOLVED ON AN INDIVIDUAL BASIS. YOU WAIVE YOUR RIGHT TO PARTICIPATE IN A CLASS ACTION LAWSUIT OR CLASS-WIDE ARBITRATION. This means you cannot bring claims as a plaintiff or class member in any class, consolidated, or representative proceeding.

Exceptions: Either party may bring claims in small claims court if eligible, or seek injunctive relief for intellectual property violations.

23. General Provisions

Entire Agreement: These Terms, together with our Privacy Policy, constitute the entire agreement between you and Silver Support Hub LLC regarding the Service.

Severability: If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

Waiver: Our failure to enforce any right or provision of these Terms will not be considered a waiver of that right or provision.

Assignment: You may not assign or transfer these Terms or your rights under these Terms without our prior written consent. We may assign our rights and obligations without restriction.

24. Contact Us

If you have questions about these Terms of Service, please contact us at: