BIG Remote Help – Terms of Service
Who we are
BIG Remote Help is provided by 2BIG s.r.o., Chelčického 686, Rosice, 533 51 Pardubice, Czech Republic, company ID 01435876, registered with the Regional Court in Hradec Králové, file C 31870 (“we”). Contact: contact@biglauncher.com.
By using BIG Remote Help you agree to these terms. How we handle personal data is described in the Privacy Policy.
What BIG Remote Help does
BIG Remote Help connects a senior's Android phone with family members who help. They can make video calls, and during a call, after the senior allows it, a family member can see the senior's screen and tap, scroll and type on it. Family members use the app or the family page remote.biglauncher.com.
A family member joins by scanning a QR code on the senior's phone or through an invitation from another family member, and the senior confirms every new family member. Help with the phone needs the senior's permission in each call, and the senior can stop it at any time. A family member can link a Google account to sign in on new devices; Google's terms apply to that Google Account.
Who can use it
You must be an adult to use BIG Remote Help.
Use it only to help
Use BIG Remote Help only to help people who know you and want your help. In particular, you must not:
- use it to watch, track or control anyone's phone without their knowledge and consent;
- make payments, sign up for services or change anything on the senior's phone that the senior has not asked for;
- try to get around the senior's permission, the protection of banking and payment apps, the plan limits or our security checks;
- use it for anything illegal, to harass anyone, or in a way that harms the service or its users;
- copy, resell or reverse-engineer the app or the service, except where the law allows it.
When you control a senior's phone, you are responsible for what you do on it.
Not an emergency service
BIG Remote Help is not a phone service and cannot call emergency numbers. In an emergency, call 112 or your local emergency number.
Calls need an internet connection and a phone that lets the app run in the background. We do our best to make every call ring, but we cannot guarantee it.
Plans and payments
- BIG Remote Help has a free plan and paid plans. What each plan includes, including its call minutes, is shown in the app and on Google Play.
- Premium comes with BIG Apps Suite, which is bought in the BIG Launcher app.
- Gold is a monthly or yearly subscription bought through Google Play, on the senior's phone or by a family member for the senior's phone. It renews automatically until you cancel it in Google Play and stays active until the end of the period you paid for. Payment, renewal and refunds follow Google Play's terms.
- Gold calls are unlimited under fair use: our relay server, which carries a call when the two devices can't connect directly, is available to each senior's phone for up to 40 hours a month and 4 hours a day, counted over all its calls (each call adds 5 minutes); after that, calls connect only directly between the devices.
- Deleting your account or the senior's phone does not cancel a subscription. Cancel it in Google Play subscriptions.
Changes
We keep improving BIG Remote Help and may change its features or these terms for a fair reason, such as security, a change in law, Android or Google Play, or a new feature, at no extra cost to you. We publish new terms here with their effective date before they apply; if you don't agree, you can stop using the service and cancel Gold. Your consumer rights if a change makes Gold worse for you stay unaffected.
Ending use
You can stop at any time. A family member deletes their account with Delete account (see Delete your account); a senior deletes their phone in the app. We may limit or suspend access for anyone who breaks these terms or puts other people or the service at risk.
Liability
We provide BIG Remote Help with care, but as an online service it can sometimes be unavailable or not work as expected. A family member is responsible for what they do on a senior's phone. If you are a consumer, nothing in these terms limits our liability or your rights under the law. Otherwise, to the extent the law allows, we are not liable for indirect damage or lost data.
Law and disputes
Czech law applies to these terms. If you are a consumer, you also keep the protection of the mandatory laws of the country where you live. If something goes wrong, please write to us first. Consumers can also turn to the Czech Trade Inspection Authority for out-of-court resolution (coi.gov.cz).