How the service works.

1. Enquiries and quotations

For an on-site visit or remote support, completing the form opens secure checkout for the initial service fee. Your service request is submitted only after successful payment is confirmed. Payment submits your request; an appointment is arranged and confirmed separately. General consultancy and project enquiries can be sent without payment.

Before work starts, we agree the task, the charging basis, any expected extras and the arrangements for carrying out the service. A written quotation or booking confirmation sets out the details specific to your job.

Consultancy and larger projects are quoted individually according to their requirements and agreed deliverables.

2. Call-out, diagnosis and labour

The standard £75 call-out is paid before submitting an on-site request and covers travel and attendance within the agreed service area. Diagnosis, repairs and other technical work are agreed and invoiced separately. The prepaid call-out is not charged again on the linked job invoice. One call-out applies to the same booked visit, even where several tasks are agreed.

A diagnostic assessment is £45, making a standard diagnostic visit £120. If you approve a repair for the same fault, that diagnosis charge is credited against the repair labour. If you choose diagnosis only or decline the repair, the agreed call-out and diagnosis charges remain payable.

Remote support requires an upfront payment of £35 for the first 30 minutes. Any agreed additional time or other work is invoiced separately; those first 30 minutes are excluded from the additional hourly labour.

General hourly support is £80 for the first hour, followed by £20 per additional 15 minutes. The separate minor-fix service covers one straightforward issue resolved within 30 minutes.

We use either an agreed fixed price or an agreed hourly charge for the same work. Hourly labour is not added to an agreed fixed-price job for that same scope.

3. Scope, parts and additional work

Starting prices depend on the device, condition and work required. Hardware, replacement parts, licences, subscriptions, storage devices and specialist services are extra unless the quotation explicitly includes them.

We will explain and seek approval for a material change to the scope or price before continuing with additional chargeable work. Any necessary return visit, parking charge or travel outside the usual service area is agreed in advance.

Backup and migration services have the data, device and application limits described in the price list or your quotation. Your written quote confirms the complete price and applicable tax treatment.

4. Access, devices and data

You must be authorised to request work on the devices, accounts and data concerned. You are responsible for providing the access and valid software licences needed for the agreed work.

Before a repair, reset, upgrade or migration, we discuss any necessary backup and the effect the work may have on your data. Data recovery depends on the condition of the device and the information that remains available; a successful result cannot be promised in advance.

Any remote support session is arranged with your knowledge and permission. Please do not submit account passwords or confidential files in the initial website enquiry.

5. Appointments and cancellation

Appointments and service-area availability are subject to confirmation after we review your request. If you need to change or cancel a request or appointment, contact us as soon as possible with your request reference. Paying the initial fee does not remove any cancellation rights that apply to you.

Where consumer cancellation rights apply to a distance or off-premises service contract, the normal cancellation period is 14 days after the day the contract is made. To exercise an applicable cancellation right, email or write to us with a clear statement that you wish to cancel. Include your name, the requested service and your request reference so we can identify the request. You may use the wording below, but you do not have to.

If you ask for work to start during an applicable cancellation period, we will explain the consequences and obtain the required request or acknowledgement before starting. Any charge following cancellation must be consistent with your legal rights and the work properly authorised.

6. Payment and putting things right

Initial service fees are paid through Stripe’s secure hosted checkout. The total initial charge is displayed before payment and includes any applicable VAT. After confirmation, your request is submitted and an invoice and payment receipt are made available. Additional work uses the separate job invoice and its stated payment terms. We will seek agreement before performing additional chargeable work.

If you have a concern about work provided, please contact us with the details so it can be reviewed. Any applicable parts warranty or project-specific support arrangement will be explained separately.

These arrangements do not exclude or restrict consumer rights that cannot lawfully be excluded or restricted.

Service terms version: 30 October 2026. The payment record retains the version and initial fee accepted with your request.