Terms of Service Agreement

1. Agreement Overview

These Terms of Service ("Terms") govern the provision of IT support services by CareTech Support ("Company", "we", "us", or "our") to customers ("Customer", "you", or "your") in the Portchester, Fareham, Gosport, and Portsmouth areas.

By engaging our services, you agree to be bound by these Terms.

2. Services Provided

CareTech Support provides home-based IT support services including but not limited to:

• Wi-Fi and network problem resolution
• Software troubleshooting and technical issue diagnosis
• Malware detection and removal
• New device setup and configuration
• Cloud services assistance
• Email problem resolution
• General digital support and guidance
• Technology education and training

3. Service Delivery

3.1 Scheduling

Services are provided by appointment at your location or remotely as appropriate. We will confirm all appointments in advance.

3.2 Access Requirements

You must provide reasonable access to equipment, networks, and premises necessary to perform the requested services.

3.3 Service Standards

We commit to providing clear, patient explanations without technical jargon, ensuring you understand all work performed.

4. Payment Terms

4.1 Pricing

Service rates will be clearly communicated before work commences. Payment is due upon completion of services unless alternative arrangements are agreed in writing.

4.2 Travel Charges

Travel charges may apply for on-site visits outside our standard service area.

4.3 Payment Methods

We accept cash, bank transfer, and other payment methods as agreed.

5. Customer Responsibilities

5.1 Information Accuracy

You must provide accurate information about technical issues and system configurations.

5.2 Data Backup

You are responsible for backing up important data before service commencement. We recommend regular backups but are not responsible for data loss.

5.3 Software Licensing

You must ensure all software on your systems is properly licensed and legally obtained.

6. Limitations and Disclaimers

6.1 Service Limitations

While we strive to resolve all issues, some technical problems may require specialist equipment or expertise beyond our scope.

6.2 Hardware Limitations

We are not responsible for hardware failures unrelated to our services or for equipment that fails due to age, wear, or manufacturing defects.

6.3 No Warranty

Services are provided "as is" without warranty of any kind, except as required by applicable consumer protection laws.

7. Liability

7.1 Limitation of Liability

Our liability for any claim arising from our services is limited to the amount paid for the specific service in question.

7.2 Consequential Damages

We shall not be liable for any indirect, consequential, or incidental damages including but not limited to loss of data, business interruption, or lost profits.

7.3 Consumer Rights

Nothing in these Terms affects your statutory consumer rights under UK law.

8. Data Protection and Privacy

8.1 Data Handling

We handle all personal data in accordance with UK data protection laws and our Privacy Policy.

8.2 Confidentiality

We maintain confidentiality of all customer information and system configurations encountered during service delivery.

9. Cancellation and Rescheduling

9.1 Customer Cancellation

Appointments may be cancelled with at least 24 hours' notice without charge. Short-notice cancellations may incur a call-out fee.

9.2 Company Cancellation

We reserve the right to cancel or reschedule appointments due to circumstances beyond our control, providing as much notice as possible.

10. Intellectual Property

Any software, configurations, or documentation provided remains the property of respective owners. We grant no ownership rights to intellectual property.

11. Termination

Either party may terminate the service relationship at any time. Outstanding payments remain due upon termination.

12. Dispute Resolution

12.1 Complaints

We encourage customers to raise concerns directly with us first. Our complaints procedure is available upon request.

12.2 Governing Law

These Terms are governed by English law, and any disputes will be subject to the jurisdiction of English courts.

13. Force Majeure

We are not liable for delays or failures in performance due to circumstances beyond our reasonable control, including but not limited to severe weather, public health emergencies, or infrastructure failures.

14. Modifications

We may update these Terms from time to time. Continued use of our services after notification of changes constitutes acceptance of revised Terms.

15. Entire Agreement

These Terms, together with our Privacy Policy and any signed service agreements, constitute the entire agreement between parties and supersede all prior understandings.

16. Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

17. Contact Information

For questions about these Terms or our services, please contact:

CareTech Support
Website: caretechsupport.co.uk
Email: contact@caretechsupport.co.uk