Terms of Service

1. Agreement to Terms

By using Ezra Support's software or services (the "Service"), you agree to these Terms of Service and to our Privacy Policy at https://ezrasupport.com/privacy.

2. Description of the Service

Ezra Support is an Ontario-based Canadian company that provides AI-assisted and live human technical support. To assist you, our AI and/or human agents may need to:

• View your screen in real time
• Extract visible text from the active window or page
• With your explicit permission, temporarily control your mouse and keyboard

You will always be asked for permission before any session begins, and you can stop the session instantly at any time.

3. Consent for Every Session

• Screen viewing and remote control only start after you actively click to grant permission.
• You may choose "View only" or "View + Control".
• You may revoke permission at any moment — access ends immediately.
• We never enable unattended access unless you separately and explicitly opt-in (currently not offered).

4. Your Representations

You represent that:

• You are at least 18 years of age (or have consent from a parent/legal guardian)
• You own the device or have full authority from the owner to permit screen viewing and remote control

5. Limited Licence You Grant Us

When you grant permission, you provide Ezra Support a limited, revocable licence to view your screen and (if chosen) temporarily operate your device solely to provide the requested technical support. This licence ends the moment the session ends.

6. Protection of Sensitive Information

Our agents and AI are strictly prohibited from viewing, copying, or storing passwords, payment card numbers, health information, government ID numbers, or any other highly sensitive personal information that may appear on screen. We recommend you close such applications before starting a session.

7. Privacy

Your personal information is protected in accordance with our Privacy Policy and Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and, where applicable, Ontario's and Quebec's private-sector privacy laws.

8. Session Recording

Support sessions are not recorded unless we explicitly notify you and obtain your separate consent in advance.

9. Prohibited Uses

You may not use the Service:

• For any unlawful purpose
• On a device you do not own or control without proper authorization
• To attempt to reverse-engineer or interfere with our software

10. No Guaranteed Fix

We will make reasonable commercial efforts to resolve your issue, but we cannot guarantee every problem can be fixed.

11. Termination

We may suspend or terminate access to the Service if we believe these Terms have been violated.

12. Disclaimers and Limitation of Liability

The Service is provided "as is." We disclaim all implied warranties to the maximum extent permitted by law.

To the fullest extent allowed under Ontario and Canadian law:

• We are not liable for indirect, incidental, special, or consequential damages except where prohibited by law.
• In no event will we be liable for any data loss or damage caused to your device during a remote-control session where you granted control.
• You acknowledge that remote support carries inherent risks, and you use the Service at your own risk.

13. Indemnification

You agree to indemnify Ezra Support against any claims arising from your use of the Service on a device or data you were not authorized to share.

14. Governing Law and Jurisdiction

These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein. Any dispute will be resolved in the courts of Ontario.

Note for Quebec residents: These Terms comply with the Quebec Consumer Protection Act. Any provision that would normally be void under Quebec law is automatically modified to the minimum extent necessary to make it valid.

15. Changes to Terms

We may update these Terms from time to time. Material changes will be communicated by email or a prominent notice in the app. Continued use after the changes take effect means you accept the new Terms.

16. Contact Us

Ezra Support

Email: help@ezrasupport.com