Terms

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 30-minute billing rates.

Ad-Hoc Support: All ad-hoc support—including remote sessions, troubleshooting via telephone, and email support—is strictly billed in minimum 30-minute blocks based on current standard rates.
On-Site Travel & Labour: All on-site service appointments incur a separate travel fee to cover transit time and vehicle expenses, which will be agreed upon prior to the visit. Upon arrival at your premises, billable technical support begins immediately and is charged in standard 30-minute blocks.
Managed Services: Monthly managed services require an active and approved GoCardless mandate prior to the commencement of the service month.
Business Projects: Extended or exclusive support for business projects may be secured at a pre-agreed flat day rate or a fixed project rate.
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 Protection Act 2018.