$20 flat rate for all repairs and including Virus Removals

[Your PCMD]

I think he is referring to loading bootleg software. Office etc.

Yep, I'd bet a whole $20 repair that they include Office in almost all their repairs.

Ahh, I did not see @Porthos reply. Yes, this makes sense about the legality.

IF they are using bootleg software then they should be had for that. That's pizza tech shite right there and indeed is illegal. Why don't @Varela do a setup? Take a laptop and install Office from ISO - it will ask for a key when you open say Excel or Word. Have a friend or relative take it to that shop and explain that it didn't ask for the key before. See if they can "fix" it for $20. If so, let them fix it and pay them and then call Microsoft and let them deal with them.