Service terms

Enquiry and agreement

Submitting an enquiry is not a booking, a contract for paid work or permission to access your systems. We first check the scope, explain the charging basis and confirm whether we can help.

The written agreement identifies the customer, work, price including applicable taxes, any approved equipment or travel, payment schedule, expected delivery and exclusions. New work or material changes require agreement.

Visits and remote sessions

We agree an appointment window after checking availability, scope and the route. There is no call-out or travel charge for visits in North London; elsewhere, any travel charge is agreed before booking. Telephone response, remote assistance, on-site arrival and resolution are different stages. This is not a 24/7 emergency service.

Diagnosis and troubleshooting can be chargeable on the agreed basis even where the outcome is advice or a specialist referral. We do not promise that every fault will be fixed during a visit.

Electrical work, damaged-drive laboratory recovery and serious cybersecurity incident response are not included in ordinary home help.

Authorisation and access

You must be entitled to authorise the work on the device or system. Employer-managed equipment and business accounts may need approval from the responsible organisation.

Before work that affects data or access, agree permissions, backup or recovery arrangements and the limits of the work. Do not send credentials through the enquiry form. Accounts remain under the customer’s ownership unless the project agreement expressly identifies a separate licensed component.

Cancellation and early performance

Consumer statutory cancellation rights apply where required. For an applicable distance or off-premises service contract, the usual cooling-off period is 14 days from contract formation, subject to the relevant legal conditions and exceptions.

If you request work to start during that period, the booking process must record your express request and explain any proportionate charge if you later cancel after work has begun. Any loss of the cancellation right after full performance requires the necessary prior consent and acknowledgement. A contact-form submission is not that consent.

You can tell us you wish to cancel using the agreed contact channel with your name, the service, booking or contract date and an unambiguous statement. A statutory model cancellation form must be supplied with qualifying bookings; it is not a compulsory method of cancellation.

Business cancellation and rescheduling terms, and any approved non-refundable third-party costs, are set out in the written agreement. Nothing on this page removes statutory rights.

Business Start-Up Package

A package selection is a brief for discussion, not a purchase or a fixed-price promise. We agree the actual modules, existing assets, dependencies, sequencing, third-party charges, acceptance and continuing responsibilities in writing.

Optional company-registration assistance is coordination through an agreed appropriate route; it does not imply authorised filing-agent status. Independent legal review, where requested, requires a separately agreed professional, scope and fees. Nothing is described as legally reviewed before that review has actually happened.

Search setup and SEO do not guarantee indexing, profile approval, rankings or customer enquiries. Brand and original-software work requires agreed content rights, handover and ownership or licensing terms.

Projects and deliverables

Website and application work needs an agreed content and feature scope, review process, acceptance tests and ownership or licensing terms. Supplied content must be authorised for use. Revisions beyond the agreed allowance and new features require a separate scope.

Guide website fees do not imply unlimited copywriting, photography, complex e-commerce or guaranteed search rankings. Workflow fees do not imply autonomous commitments, guaranteed AI accuracy or unrestricted access to sensitive data.

Continuing support

Support plans identify the covered office, people, devices and systems, named contacts, service windows, how on-site visits are booked, response or arrival targets if agreed, exclusions, the minimum term and cancellation terms.

A plan is either a fixed monthly fee for a stated office size with a stated number of on-site visits, or priced per user with unlimited visits for covered work, subject to fair use. The fixed small-office plan includes three visits per billing month, each of up to 90 minutes on site, which do not roll over except where we could not offer a requested appointment; a return visit to complete or correct our own work is not counted. On the per-user plans the number of visits is not capped, under the fair-use policy, and heavy use does not change the plan price. Visits are requested by named contacts and booked at an agreed time; non-urgent jobs are grouped. On Essentials, visits are for problems that cannot be fixed properly remotely. Work outside the plan, and visits to other addresses, outside business hours or outside North London, are agreed and charged separately. Problems that exist when a plan starts are fixed as a one-off setup job. A wasted-trip charge applies if we cannot get access or a visit is cancelled after we have set off.

Plans run month to month with 30 days’ notice. Third-party licences, outages, replacement equipment and extensive changes are not automatically included. A response or arrival target is not a guaranteed resolution deadline.

Problems or complaints

Tell us promptly if something is wrong with the service, using the agreed contact route or the enquiry form. Include the job reference and a description, without passwords or sensitive files.

We will discuss the problem and the appropriate next step. The booking agreement and applicable law determine remedies; no blanket exclusion of statutory consumer rights is intended.