Terms of service
These terms are written to be read, not to catch anyone out. If anything is unclear, please ask before booking.
Last updated: [DATE]
These terms cover the technology help we provide in customers' homes around Loughborough and the nearby villages, and the remote sessions we provide by phone and screen sharing.
Who we are
Charnwood Tech is run by Simon, a sole trader. Simon's full name and a postal address are given in your booking confirmation and on every invoice and receipt.
- Telephone: 07448 466901
- Email: hello@charnwoodtech.co.uk
- ICO registration number: [ICO REGISTRATION NUMBER]
What we do
One-to-one help with everyday technology for people who would rather learn on their own devices at home than work it out from a manual. We solve the immediate problem and then show you how to do it yourself, and we leave a short note of what we covered and what to do next time.
Typical work includes phones, tablets, Windows and Mac computers, email, calendars, photographs, Wi-Fi, printers, smart televisions, streaming services, online forms and government services, passwords and two-step sign-in, scam awareness, choosing and setting up a new device, and practical use of AI assistants.
What we do not do
So that there are no surprises, the following is outside what we provide:
- Banking, investments, payments or identity checks. We never take control of these, and we will not act on your behalf with a bank or a financial service.
- Storing your passwords, PINs, recovery codes or card details. We will help you set up a password manager and show you how to use it, but we will not keep the secrets ourselves.
- Unattended remote access to your devices. Every remote session is started by you and closed at the end.
- IT support for businesses, network administration or guaranteed response times.
- Specialist hardware repair, board-level diagnostics, forensic recovery or high-risk data recovery. Where a device needs that, we will say so and point you to someone who does it properly.
- Paid group classes. Every appointment is one-to-one.
Prices and payment
| Service | Price |
|---|---|
| Introductory telephone call | Free, up to 15 minutes |
| Standard appointment at your home | £89 for up to 90 minutes |
| Returning appointment at your home | £59 for up to 60 minutes |
| New phone or tablet set-up | £95 fixed price |
| Two phones or tablets set up at the same visit | £170 fixed price |
| Printer set-up | £69 fixed price |
| Smart TV and streaming set-up | £69 fixed price |
| Broadband or new router switch-over | £89 fixed price |
| New computer or laptop set-up and transfer, with a 30-minute remote check the following Friday | £129 fixed price |
| Online safety check-up | £89 fixed price |
| Remote session | £30 for 30 minutes |
| Remote session | £55 for 60 minutes |
| Travel within the service area | Included |
The introductory call is to work out whether we can help and to book. It is not a problem-solving session.
Prices are confirmed when the appointment is booked. Payment is due on the day, by card or bank transfer, and we provide a receipt. Gift vouchers are paid for in advance and are valid for 12 months from the date of purchase.
Fixed-price services cover what is listed for that service on our set-up services page. If a job cannot be finished for a reason outside our control, for example a forgotten account password that takes days to reset, a faulty old device, or broadband that is not yet live, we do everything that can be done in the visit, charge the fixed price, and offer a follow-up at our normal rates for the rest. We tell you what to have ready when we confirm the booking. If a job takes longer because of something on our side, we finish it at no extra cost.
Remote sessions have a 30-minute minimum. If work falls outside the published service area, we will quote before booking, or say no.
Booking and confirmation
We confirm every appointment in writing, by text or email, with the date, time, price, what to have ready, and the cancellation information. Simon answers the phone himself. If he is with a customer or it is outside working hours, please leave a voicemail and he will call you back, normally the same day and always within one working day.
Cancelling and changing appointments
See cancelling an appointment. In short: you have a 14-day right to cancel a booking made by phone or email, and separately, if you cancel an appointment with more than 24 hours' notice there is no charge.
What we promise, and what we ask of you
We will carry out the work with reasonable care and skill, as the Consumer Rights Act 2015 requires, and we will explain what we are doing in language that makes sense to you.
In return we ask that:
- you let us work on your device only with your agreement, and you stay with the device while we work;
- you tell us about anything unusual, such as a device that is failing, a suspected virus, an active fraud or a bank account that has been accessed;
- you keep your own backups. We can help you set up backups, but we cannot recover data that was never backed up, and no service can promise that;
- you have the right to ask us to work on the device. If it belongs to someone else, or to your employer, we need that person's or organisation's agreement;
- for remote sessions, you start the session, you stay at the device, and you close the session afterwards.
Family and carer bookings
An adult child or carer can book and pay for an appointment for someone else. The person receiving the visit is the customer, and we need their agreement before we look at their devices or share anything about the visit. A summary for family will describe the work done and what happens next, and not the contents of private messages or accounts.
If something goes wrong
Tell us, by phone on 07448 466901, by email to hello@charnwoodtech.co.uk, or by post to the address in your booking confirmation. We will reply within five working days, look at the problem, and put it right, refund the appointment, or both, depending on what happened. If we cannot sort it out between us, the Citizens Advice consumer helpline (0808 223 1133) can advise you on your options.
Liability
We are responsible for loss you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable, for losses caused by you or by a third party, or for data that was not backed up.
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.
These terms
These terms are governed by the law of England and Wales. If you are a consumer, nothing in them affects your statutory rights.
We may update these terms, and the version published on the website when you book is the one that applies to that booking.