Consumer Service Agreement

1. Who Provides the Service

Suffolk Tech Care is the trading name of Andy Wilce, a sole trader.

Business and contact address:
Suffolk Tech Care
97 Dereham Avenue
Ipswich
Suffolk
IP3 0QF

Email: hello@suffolktechcare.co.uk

2. The Service

Suffolk Tech Care will provide the computer support service that you have booked or otherwise agreed with us.

This may include diagnosis, troubleshooting, Windows support, software problems, email assistance, malware removal, computer setup, performance improvements and other agreed computer-support work.

The service applies to supported Windows PCs and laptops and is limited to the scope of the service you booked or other work expressly agreed within Suffolk Tech Care's available remote-support services.

3. Remote Support

Suffolk Tech Care provides support remotely. This means we may need temporary remote access to your Windows PC or laptop in order to diagnose and resolve the problem.

You remain in control of your computer and can communicate with us during the support session.

Remote access will be used only for the agreed support and activities reasonably necessary to provide that support.

4. Permission to Access Your Computer

By proceeding with remote support, you confirm that you own the computer or have the authority of the owner to allow Suffolk Tech Care to access it.

You authorise Suffolk Tech Care to access the computer for the agreed service. Where a meaningful change to your computer, software, settings or data is required, we will explain the proposed change and obtain your permission before proceeding where reasonably practicable.

We will not knowingly carry out additional chargeable work outside the agreed service without first explaining it and obtaining your agreement.

5. Your Responsibilities

To help us provide the service, you agree to:

• provide reasonably accurate information about the problem;
• be available at the agreed appointment time;
• provide reasonable access to the computer;
• follow reasonable instructions during the session;
• tell us about anything that may materially affect the work;
• tell us if important data is not backed up; and
• ensure you have authority to provide any account or system access necessary for the agreed work.

6. Backups & Your Data

Computer troubleshooting can involve changes to software, settings, files or the operating system.

You should maintain an appropriate current backup of important files and information wherever reasonably possible before support begins.

If you tell us that important information is not backed up, we may recommend creating a backup before carrying out work that presents a material risk to that information.

Nothing in this section excludes or restricts any responsibility Suffolk Tech Care has under applicable law.

7. Privacy During Remote Support

During remote support, information displayed on your computer may be visible to us.

We will not intentionally access personal files, accounts or information unrelated to the agreed support.

You should close private documents, applications, websites and other information that are not relevant to the support session where reasonably possible.

Personal information is handled in accordance with our Privacy Policy.

8. Passwords & Account Access

Some support work may require access to Windows, email, software or online accounts.

You must enter passwords, PINs, verification codes, MFA codes and recovery codes yourself. Suffolk Tech Care will not ask you to send or tell us these credentials.

Please do not send passwords, payment-card details or other sensitive credentials by email or any other message.

9. Malware & Security Services

Where malware removal or security-related work forms part of the service, we will use reasonable care and skill to identify and address problems reasonably detectable during the agreed work.

No computer can be guaranteed to remain permanently free from malware, vulnerabilities or future compromise.

We may recommend updates, password changes, security software, backups or other precautions following security-related work.

10. Price & Payment

The price for the service will normally be the price displayed when you book or the price otherwise agreed with you before work begins.

Online payments for booked services are normally processed through PayPal. Other payment arrangements may be agreed by Suffolk Tech Care where appropriate.

If additional chargeable work is recommended, we will explain the additional work and price before carrying it out.

11. Your 14-Day Cancellation Right & Early Start

Where your contract with Suffolk Tech Care is a distance contract covered by applicable consumer law, you will normally have 14 days from entering into the service contract in which to cancel without giving a reason, subject to applicable exceptions.

You do not have to wait 14 days before receiving support. If you want Suffolk Tech Care to begin providing the booked service during that cancellation period, we will require your express request to begin the service early.

During online booking, you may be asked to confirm that you have read and agree to this Consumer Service Agreement and, where your appointment may begin during the 14-day cancellation period, expressly request that Suffolk Tech Care starts providing the service during that period.

Your booking response may be retained as a record of your agreement, early-start request and any acknowledgement required in connection with your statutory cancellation rights.

If you make an early-start request and later exercise your statutory cancellation right after the service has begun but before it has been fully performed, you may have to pay an amount proportionate to the service supplied up to the time you tell us that you wish to cancel, where permitted by law.

If the service is fully performed during the cancellation period, your statutory right to cancel may end once the service has been fully performed, provided you expressly requested that performance begin during the cancellation period and acknowledged that you would lose the cancellation right once the service had been fully performed.

Further information about cancellation and refunds, including the model cancellation form, is available in our Cancellation & Refund Policy.

12. Cancelling or Rearranging Your Appointment

Our standard appointment policy allows you to cancel or rearrange without our standard late-cancellation charge where at least 24 hours' notice is provided.

Different arrangements may apply to late cancellations and missed appointments as explained in our Cancellation & Refund Policy.

Our standard appointment cancellation policy does not remove or restrict any statutory cancellation rights that apply to you.

13. Our Standard of Service

Suffolk Tech Care will perform the service with reasonable care and skill.

Computer faults vary considerably and it is not always possible to guarantee that a particular problem can be resolved remotely or that a fault will never recur.

If we determine that the problem cannot reasonably be resolved remotely, we will explain this and, where reasonably possible, suggest an appropriate next step.

14. If There Is a Problem With Our Service

If you believe there is a problem with the service we have provided, please contact us as soon as reasonably possible so that we can investigate.

Your statutory remedies may include repeat performance where applicable, or an appropriate reduction in price in circumstances provided for by consumer law.

Nothing in this agreement excludes or restricts remedies available to you under the Consumer Rights Act 2015 or other applicable law.

15. Liability

Nothing in this agreement excludes or limits liability where it would be unlawful to do so.

Suffolk Tech Care is responsible for loss or damage that is a foreseeable result of our breach of contract or our failure to use reasonable care and skill, subject to applicable law.

We are not responsible for loss or damage that was not caused by our breach, including pre-existing faults or problems that arise independently of the service we provide.

Nothing in this agreement excludes or restricts any liability that cannot legally be excluded or restricted.

16. Third-Party Software & Services

We may assist with software, hardware, websites, email providers, Microsoft services or other products and services supplied by third parties.

Those products and services remain subject to the third party's own terms, availability and technical requirements.

Suffolk Tech Care remains responsible for the support service that we ourselves have agreed to provide.

17. Ending a Support Session

You may ask us to stop a remote-support session at any time.

We may also stop or suspend a session where it would be unsafe, unlawful or unreasonable to continue, where necessary access cannot be provided, or where the requested work falls outside the agreed service.

Any payment or refund consequences will depend on the circumstances, work already provided, the agreed service and your applicable statutory rights.

18. Complaints

If you are unhappy with the service, please contact Suffolk Tech Care so that we have an opportunity to investigate and respond.

Email: hello@suffolktechcare.co.uk