Terms & Conditions:
• We will give you a realistic estimate of costs
• If during repair we find additional issues – we will advise you / obtain agreement before proceeding.
• Payment will be due on completion of work / collection of the machine
• All equipment, software & parts used remain our property until due invoices are settled in full
• Where equipment is left at our premises for work it must be collected and paid for within 30 days of us advising you that it is ready, (records kept).
• Failure to collect equipment within this time frame will result in new parts being removed. At 60 days we reserve the right to dispose of the equipment for spares at trade market value to cover our costs.
• All charges outside normal working hours (7pm – 8am / Mon – Sat and All day Bank Holidays ), plus travel time charged at time and a half.
• Sunday charged at double time including travel charges.
• All cancellations must be 24hrs in advance or minimum charges (+fuel surcharge for outcalls) apply.
MINIMUM CHARGES:
• Callout 2hrs – @£60 per hour = £120 + Call-out charge
• Call-out charges £40 (0-20 miles) / £60 (20 – 40 miles) / £80 (40+ miles )
• Remote support 1hrs – £70
ADDITIONAL CHARGES:
• Time charged in hourly blocks for Callout
• Data transfer £20 per hour
• Equipment hire £15 per day (variable)
• Fees start at the arranged time and customer delays incur late charges at full hourly rate or minimum charges.
• Remote session time can be split throughout the day of the booking provided the initial appointment is kept.
• Discounts for Charities, Schools, New Business Start-ups and Community Groups at discretion of the management. Customer should state their intention to take advantage of this offer on booking.
Data:-
• You may assume by default that all personal data held on the computer is deemed strictly confidential.
• Copies created during restoration / backup / recovery will be deleted once the work is verified as completed.
• Storage media (e.g. hard discs) will be erased and /or physically destroyed before disposal.
• While all reasonable attempts will be made to recover files & data on a failed system, we cannot be held responsible for any consequences arising (or failing to arise), should that data NOT be recoverable either in full or in part.
• Responsibility for backup data lies with the creator
Monthly Package Allocation, Billing Increments & Rollover Policy
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Monthly Allocation & Renewal:
Subscribers receive their allotted support hours ([4 / 8 / 15] hours) on the first day of each billing cycle upon successful payment collection. Package hours cover both onsite and remote technical support.
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Rollover Rule (One-Month Shelf Life):
Any unused support hours remaining at the end of a billing cycle will roll over into the immediately following billing cycle only. Rolled-over hours must be used within that subsequent month; any remaining rolled-over hours will expire at the conclusion of that second cycle and cannot be rolled over again or refunded.
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Order of Depletion (First-In, First-Out):
Support sessions will always draw first from any rolled-over hours nearing expiration before consuming current-month hours, ensuring clients maximise their banked time.
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Billing Increments:
Session time is recorded based on the active plan:
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Occasional User: Logged in 1-hour increments.
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Regular User: Logged in 30-minute increments.
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Frequent User: Logged in 15-minute increments.
(On-site visits remain subject to the standard 2-hour minimum visit duration).
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Travel Credits:
Monthly travel credits ([£20 / £40 / £80]) apply toward standard mileage call-out charges (£40 for 0–20 miles / £60 for 20–40 miles / £80 for 40+ miles from BH7). Unused travel credits do not roll over from month to month and hold no cash redemption value.
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Cancellation & Pausing:
Monthly subscriptions are rolling 30-day agreements. Subscriptions can be cancelled at any time with 30 days’ written notice. Upon cancellation, any accrued or unused hours expire on the final day of the active billing period.
Our full confidentiality agreement can be found here