Terms

Terms & Conditions

  • Acceptance: By instructing me to commence work—whether verbally, in writing, or digitally—you formally agree to be bound by these terms, unless explicitly stated otherwise in a written estimate or contract.
  • Operating Hours: Standard operating hours are Monday to Friday, 09:00 to 17:00. Mission-critical, out-of-hours support must be agreed upon in advance and will be billed at premium rates.
  • Appointments & Scope: On-site and remote appointments are strictly limited to the issues agreed upon during booking. Additional requests made on-site will extend the session and be billed accordingly.
  • Out-of-Scope Work: Any support, tasks, or time required that fall outside the explicit scope of a pre-agreed project or managed service plan will automatically revert to standard ad-hoc billing rates.
  • Remote & Ad-Hoc Support: All remote support, troubleshooting via telephone, and email support is strictly billed in minimum 30-minute blocks based on current standard rates.
  • On-Site Minimum Charges (Postcode Zones): To fairly cover travel time and logistics across rural areas, all on-site appointments are subject to a minimum charge based on the client’s postcode:
    • Local Zone (DT6, DT8): Subject to a 1-hour minimum charge.
    • Extended Zone (All other DT postcodes, plus EX, TA, BA, BH, and SP): Subject to a 2-hour minimum charge.
  • Additional On-Site Time: The billable clock begins immediately upon arrival. Once the designated postcode minimum has been met, any further time required on-site is billed in standard 30-minute blocks.
  • Business Projects: Extended or exclusive support for business projects may be secured at a pre-agreed flat day rate or a fixed project rate.
  • Managed Services: Monthly managed services require an active and approved GoCardless mandate prior to the commencement of the service month.
  • Cancellations: Appointments cancelled with less than 24 hours’ notice will incur a cancellation fee equal to one hour of standard billable time.
  • Invoicing Policy: I operate a strict 100% invoicing policy. No payments are taken on-site. Invoices are issued digitally and are due immediately upon receipt via BACS or GoCardless Direct Debit. Cash, cheques, and telephone card payments are not accepted.
  • Late Payments: Failure to settle invoices promptly may result in the immediate suspension of all ongoing services and the application of statutory interest charges.
  • Sign-Off & Follow-Ups: All systems will be demonstrated as fully operational before leaving an on-site visit or closing a remote ticket. Free return visits strictly cover documented faults related directly to my original workmanship, provided they are reported within 7 days. Return visits required due to user error, forgotten passwords, or general difficulty operating new equipment will be treated as a brand-new booking.
  • Hardware & Licensing: All software licenses and hardware components must be paid for in full prior to ordering. Supplied hardware is covered strictly by the manufacturer’s warranty; any labour required to diagnose, remove, or swap faulty components is fully chargeable.
  • Uncollected Goods: Workshop equipment left uncollected 14 days after a readiness notification has been sent—and where an outstanding balance remains unpaid—may be sold or recycled to recover expenses. This is subject to a final 14-day written notice in accordance with the Torts (Interference with Goods) Act 1977.
  • Data Loss & Security: The client is strictly responsible for backing up all data before any support session begins. I accept no liability for data loss, data corruption, or hardware failure during the course of repairs. Furthermore, no guarantee is made that a system will remain secure against future malware, ransomware, or cyber incidents once handed back to the client.
  • Liability Cap: Total liability for any claim is strictly capped at 100% of the total amount paid by the client for the specific service in question prior to the claim. No responsibility is assumed for third-party provider outages (e.g., BT, EE, AWS) or indirect financial/consequential losses.
  • Data Protection: All data is managed in strict compliance with UK GDPR and the Data
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