Questions we get most
If yours isn't here, write to help@diagpoint.example — we'll answer and add it.
Diagnostics
How long does a diagnostic take?
A remote one runs from 20 minutes to about an hour and a half. A full hardware stress test takes longer, up to three hours — but you don't need to sit there for it. We'll message you when it's done.
What if the computer won't turn on at all?
Then remote access can't help. Bring it to the workshop or book a visit and we'll run the diagnostic in person.
What do I get at the end?
A one- or two-page report: what was checked, what's healthy, what isn't, how urgent it is, and what the fix costs. The report is yours to keep, even if you have the work done elsewhere.
Is the diagnostic really free if you find nothing?
Yes. If a full check leaves us unable to name the cause, we don't charge for it.
Plans
How do the plans differ?
By how much of the service you can use, how many machines we look after, and how fast we answer. Basic covers the core service for one profile. Pro adds extended access, up to three profiles, monitoring, and priority chat. VIP is full access with no limits, up to ten profiles, and personal assistance around the clock. All three are paid once for the period you pick.
Can I move from Basic to Pro?
Any time. Write to us and we'll credit what's left of the period you already paid for against the new plan.
What counts as a service profile?
One computer or laptop. Routers, printers, and phones don't count toward the limit — we help with those on any plan.
Is this a subscription?
No. You pay once for the period you choose, and that is the end of it — nothing renews, no card is kept on file, and you are never charged again unless you buy another period yourself.
What happens when the period runs out?
Access simply stops. If you want to carry on, pick a plan again on the pricing page. We will remind you by email a few days beforehand.
Privacy
Will you see my files?
Technically the engineer sees the whole screen, but we don't open documents, photos, or messages. If a check needs a look inside a folder, we ask first.
Do I have to give you passwords?
No part of our work needs your email, bank, or social passwords. A Windows account password may be needed for a restart — you type it yourself.
What do you store about customers?
Name, contact details, device model, and the work history. We store no card data at all — payments run entirely on Stripe.
Can I record the session?
Go ahead. On our side we keep a written log of actions and will attach it to the report on request.
Payments
Which cards do you take?
Visa, Mastercard, American Express, plus Apple Pay and Google Pay — all through Stripe.
When am I charged?
Once, at checkout, for the period you chose. There is no second charge — no recurring billing of any kind.
Can I get a refund?
Full refund within the first 14 days if no work has been carried out. After that, we refund the unused months.
Do you invoice businesses?
Email us your billing details and we'll issue an invoice along with the closing documents.