1. General Operations
1.1. Working Hours: Standard operating hours are Monday – Friday, 09:00 – 17:00. Any work requested outside of these hours must be agreed upon in advance and may be subject to a premium rate.
2. Services & Rates
2.1. Booking & Diagnostic Fees: To secure a service slot, an initial diagnostic fee (the “Booking Fee”) must be paid at the time of booking. This fee covers local travel, fault diagnosis, and the initial labour period as follows:
- On-Site Visits: £80.00 (Includes travel and up to 1 hour of labour).
- Remote Support: £40.00 (Includes connection and up to 30 minutes of labour).
- Workshop Repairs: £40.00 (Includes intake and up to 30 minutes of labour).
2.2. Non-Refundable Nature: The Booking Fee is required to secure my time and expertise. It remains payable even if the equipment cannot be repaired, if parts are no longer available, or if you choose not to proceed with a quoted repair following diagnosis.
2.3. Additional Work: If a repair requires further time beyond the initial period, I will provide a fixed quote for the additional labour before proceeding.
2.4. Managed Services: Ongoing support contracts require an active GoCardless Direct Debit mandate. These contracts run on a monthly rolling basis and require 30 days’ written notice for cancellation.
2.5. Web Hosting & Domains: Payment for hosting and domain services is required in advance. Failure to pay by the due date may result in immediate service suspension or the permanent loss of domain names.
3. Cancellations & Payments
3.1. Cancellations: If you cancel or reschedule a booking with less than 24 hours’ notice, the Booking Fee is non-refundable.
3.2. Payment Methods: I operate a fully automated payment system. My primary payment methods are Instant Bank Pay (for one-off invoices) and Direct Debit (for ongoing services), both securely processed via GoCardless. I do not accept manual bank transfers (BACS). Secure credit/debit card payment links can be provided upon request.
3.3. Late Payments: All one-off invoices are due strictly upon receipt. Invoices on managed support are collected automatically on their due date. I reserve the right to suspend all ongoing services and apply statutory interest (8% plus Bank of England base rate) to any overdue balances.
4. Hardware & Equipment
4.1. Parts & Software: All hardware, components, and software licenses must be paid for in full via an Instant Bank Payment or an active Direct Debit mandate before an order is placed.
4.2. Warranties: I do not provide a personal warranty on hardware. All parts are covered strictly by the manufacturer’s warranty. Labour for replacing faulty parts under a manufacturer’s warranty is chargeable.
4.3. Abandoned Equipment: Please collect your hardware within 30 days of repair completion. Equipment left for more than 60 days with an outstanding balance may be sold or recycled to recover costs and storage fees.
5. Liability, Data & Privacy
5.1. Data Responsibility: You are responsible for ensuring your data is backed up before any work begins. I am not liable for any data loss, corruption, or hardware failure that occurs during the diagnostic or repair process.
5.2. Confidentiality: Your data, passwords, and business information are handled with strict confidentiality and in full compliance with UK GDPR and the Data Protection Act 2018.
5.3. Liability Cap: I am not liable for third-party service outages or indirect business losses. My total liability for any claim is capped at the total fees paid by you to me in the 3 months preceding the claim.