These Terms and Conditions ("Terms") govern your access to and use of the eSupport website, mobile application, products, and services (collectively, the "Platform" and "Services"). eSupport is a platform operated and managed by eBits Computer Systems LLC, a company registered in the United Arab Emirates.

By downloading the eSupport app, accessing the website at esupport.ae, placing a booking, or using any of our products or Services, you confirm that you have read, understood, and agree to be legally bound by these Terms. If you do not agree, you must not use the Platform or Services.

These Terms apply to all users of the Platform — including individual consumers, business clients, and registered Techie providers — and to all forms of communication between you and eBits Computer Systems LLC, including electronic mail and other digital communications.

 

You agree to use the eSupport Platform and Services only for lawful purposes and in accordance with these Terms. You must not:

•        Misuse the Platform or attempt to gain unauthorised access to any systems or data

•        Interfere with the security, integrity, or functionality of the Services

•        Use the Platform to transmit any unlawful, harmful, or fraudulent content

•        Impersonate any person or entity, or misrepresent your affiliation with any person or entity

•        Attempt to reverse-engineer, decompile, or extract source code from any part of the Platform

 

eSupport provides an on-demand technology support and device repair platform connecting customers with certified technicians ("Techies") for services including, but not limited to:

•        Mobile phone, laptop, desktop, and tablet repairs

•        Wi-Fi and home/office networking setup

•        Smart home device installation and configuration

•        VOIP telephone systems and office IT infrastructure

•        CCTV, access control, and security system installation

•        Home appliance repair and maintenance

•        Annual Maintenance Contracts (AMC) for businesses

•        IT product sales — hardware, software licences, and accessories

 

All products and services offered on the eSupport Platform are developed, operated, and managed by eBits Computer Systems LLC, unless otherwise stated.

Upon successful booking confirmation, you will receive details of your assigned Techie and the scheduled service appointment through the app, email, or SMS notification.

eBits Computer Systems LLC does not provide support, maintenance, or warranties for any third-party software, plugins, libraries, or tools used in combination with services delivered through the Platform, unless expressly agreed in writing.

 

A non-refundable call-out fee is charged on every service booking made through the eSupport Platform. This fee is collected at the time of booking and is retained by eBits Computer Systems LLC regardless of whether the service is ultimately completed, unless eSupport cancels the booking.

All service fees, product prices, and descriptions are subject to change at any time without prior notice. We reserve the right to modify, suspend, or discontinue any product or Service at our sole discretion.

Pricing for all services will be clearly communicated to the customer at the time of booking, either through the app, website, or via our customer support team.

 

eSupport operates a marketplace connecting customers with independent certified technicians ("Techies"). Techies may be directly employed by eBits Computer Systems LLC ("Internal Techies") or registered as independent service providers on the Platform ("External Techies").

All Techies on the eSupport Platform are required to:

•        Complete a multi-stage vetting process including identity verification, background checks, and skills assessment

•        Maintain a valid UAE Emirates ID and relevant technical certifications

•        Comply with eSupport's Code of Conduct, safety standards, and service quality requirements

•        Carry official eSupport identification at all times during service visits

 

eBits Computer Systems LLC acts as an intermediary platform. The company shall not be liable for any acts, omissions, or conduct of External Techie providers beyond the scope of the Platform's vetting and quality assurance processes.

 

Bookings made through the eSupport Platform are subject to Techie availability and confirmation. eBits Computer Systems LLC reserves the right to reassign or reschedule bookings at its discretion.

Customers may cancel or reschedule a booking subject to the following:

•        Cancellations made more than 2 hours before the scheduled appointment: full refund of service fee (call-out fee is non-refundable)

•        Cancellations made within 2 hours of the scheduled appointment: no refund of service fee or call-out fee

•        No-shows by the customer: full charges apply with no refund

 

In the event that a Techie is unable to attend a confirmed booking, eSupport will arrange an alternative Techie or provide a full refund of all fees paid.

 

eSupport provides a 30-day service warranty on all repair work completed by Techies through the Platform. If the same fault recurs within 30 days of the original service, eSupport will arrange a return visit at no additional charge.

Certain parts replacements — including screens, batteries, and other hardware components — carry a 90-day parts warranty against manufacturing defects.

The warranty does not cover:

•        New faults unrelated to the original repair

•        Physical damage or liquid damage occurring after the service

•        Issues caused by customer misuse or third-party interference

•        Consumable items or accessories

 

eBits Computer Systems LLC does not directly process or store payment card information on the eSupport Platform.

All payments are securely handled by authorised third-party payment service providers compliant with PCI-DSS standards. eBits Computer Systems LLC is not responsible for any errors, interruptions, or losses resulting from the use of these third-party payment services.

Accepted payment methods include major credit and debit cards (Visa, Mastercard), Apple Pay, Google Pay, Samsung Pay, cash on delivery, and bank transfer for corporate clients. All online payments are protected with 256-bit SSL encryption.

 

The eSupport Platform uses cookies and similar tracking technologies to enhance user experience and functionality.

Cookies are small text files stored on your device that allow us to recognise your browser, maintain session state, and personalise content. By using the eSupport Platform, you consent to the use of cookies in accordance with our Privacy Policy.

We use the following types of cookies:

•        Session cookies — for Platform functionality and booking session management

•        Analytics cookies — including Google Analytics, to understand usage patterns and improve the Platform

•        Preference cookies — to remember your settings and personalise your experience

 

Disabling or blocking cookies may negatively affect the functionality and usability of the Platform.

 

Refunds are governed by our separate Refund Policy, available on the eSupport website and app.

If you believe you are eligible for a refund under the applicable criteria — including service quality disputes, cancellation entitlements, or warranty claims — you may submit a request through the app, via email to support@ebits.ae, or by calling our customer support line.

Approved refunds will be processed using the original payment method within 7–14 business days, subject to the policies of the relevant payment provider.

The non-refundable call-out fee will not be returned under any circumstances, except where the booking was cancelled by eSupport or the assigned Techie failed to attend without an adequate replacement being arranged.

 

By registering on or making a booking through the eSupport Platform (esupport.ae or the eSupport mobile app), you consent to receive electronic communications from eBits Computer Systems LLC, including:

•        Booking confirmations and Techie dispatch notifications

•        Service updates, reminders, and follow-up communications

•        Transactional receipts and invoices

•        Promotional messages and platform updates (opt-out available)

 

You may opt out of promotional communications at any time by updating your preferences in the app or contacting support@ebits.ae. Transactional and service-related communications will continue to be sent as required for the operation of your account and bookings.

 

All intellectual property rights in the eSupport Platform, brand, products, and Services — including but not limited to the eSupport name and logo, software, mobile application, content, trademarks, and documentation — are owned by or licensed to eBits Computer Systems LLC.

You are granted a limited, non-exclusive, non-transferable licence to use the eSupport Platform solely for the purpose of accessing and booking Services. You may not reproduce, distribute, modify, create derivative works of, or commercially exploit any part of the Platform without the express written consent of eBits Computer Systems LLC.

 

To access certain features of the eSupport Platform, you may be required to create an account. You are responsible for:

•        Providing accurate, current, and complete registration information

•        Maintaining the confidentiality of your account credentials

•        All activity that occurs under your account

•        Notifying eBits Computer Systems LLC immediately of any unauthorised use of your account

 

eBits Computer Systems LLC reserves the right to suspend or terminate accounts that violate these Terms, engage in fraudulent activity, or misuse the Platform.

 

The eSupport Platform and all Services are provided on an "as is" and "as available" basis, without warranties of any kind, whether express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, and non-infringement.

While eBits Computer Systems LLC takes all reasonable steps to ensure the quality and reliability of its Techie network and Platform, it does not guarantee that Services will be uninterrupted, error-free, or meet your specific requirements in all circumstances.

 

To the fullest extent permitted by applicable UAE law, eBits Computer Systems LLC shall not be liable for any direct, indirect, incidental, consequential, special, or punitive damages, including but not limited to loss of data, loss of profits, loss of business, or service interruption, arising out of or related to:

•        Your use or inability to use the eSupport Platform or Services

•        Any conduct or content of Techie providers on the Platform

•        Unauthorised access to or alteration of your data or transmissions

•        Third-party payment processing errors or failures

 

In any event, the total liability of eBits Computer Systems LLC to you for any claim arising out of or in connection with these Terms shall not exceed the total fees paid by you for the specific service giving rise to the claim.

 

eBits Computer Systems LLC is committed to protecting your personal data in accordance with applicable UAE data protection laws and regulations, including Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (PDPL).

The collection, use, storage, and sharing of your personal data are governed by our Privacy Policy, which forms part of these Terms and is available on the eSupport Platform. By using the Platform, you consent to the practices described in the Privacy Policy.

 

Business clients who enter into Annual Maintenance Contracts with eBits Computer Systems LLC through the eSupport Platform are subject to the specific terms of their individual AMC agreement, which shall take precedence over these general Terms in the event of any conflict.

AMC services include guaranteed service level agreements (SLAs), priority response times, dedicated account management, and agreed visit frequencies, as specified in the relevant contract documentation.

 

eBits Computer Systems LLC reserves the right to update or modify these Terms at any time. Customers will be notified of material changes via email or in-app notification. Any changes will be posted on the eSupport website (esupport.ae), and the updated version will be effective upon the date of publication stated at the top of the document.

Your continued use of the eSupport Platform or Services after changes are posted constitutes your acceptance of the revised Terms.

 

These Terms shall be governed by and construed in accordance with the laws of the United Arab Emirates, without regard to conflict of law principles.

Any disputes arising out of or in connection with these Terms or the use of the eSupport Platform shall first be referred to good-faith mediation between the parties. If mediation fails, disputes shall be subject to the exclusive jurisdiction of the courts of the United Arab Emirates.

 

If you have any questions, complaints, or requests regarding these Terms and Conditions, please contact us:

 

Platform Name:  eSupport

Managed by:  eBits Computer Systems LLC

Website:  esupport.ae

Email:  support@ebits.ae

Customer Support:  +971 56 260 7118

Address:  API Trio Commercial Tower, Office 3904, Level 39, Al Barsha 1, Sheikh Zayed Road, Dubai, United Arab Emirates