Cancellation & Refund Policy

1. About This Policy

This policy explains the cancellation, rescheduling and refund arrangements that apply to services provided by Suffolk Tech Care.

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. Cancelling an Appointment

If you need to cancel an appointment, please tell Suffolk Tech Care as soon as reasonably possible.

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

This standard appointment policy is separate from, and does not restrict, any statutory cancellation rights that apply to consumers.

3. Rearranging an Appointment

We understand that plans sometimes change.

If you give us at least 24 hours' notice, you can normally rearrange your appointment to another available time without our standard late-cancellation charge.

Any replacement appointment remains subject to availability.

4. Cancellations With Less Than 24 Hours' Notice

Where an appointment is cancelled with less than 24 hours' notice, Suffolk Tech Care reserves the right to charge or retain a reasonable cancellation amount reflecting the circumstances and any loss reasonably caused by the late cancellation.

We will take relevant circumstances into account rather than automatically treating every late cancellation in exactly the same way.

Nothing in this section limits any statutory rights or remedies that apply to you.

5. Missed Appointments & No-Shows

A remote-support appointment requires you to be available at the agreed time and able to provide reasonable access to the computer requiring support.

If you do not attend the appointment, cannot be contacted, or are otherwise unavailable to proceed, we may treat this as a missed appointment.

In those circumstances, we reserve the right to charge or retain a reasonable amount reflecting the appointment time reserved and any resulting loss, subject to applicable law.

6. If Suffolk Tech Care Cancels

Occasionally we may need to cancel or rearrange an appointment because of illness, technical problems or circumstances outside our reasonable control.

Where this happens, we will contact you as soon as reasonably possible and offer to rearrange the appointment.

If we cancel an appointment and an appropriate replacement cannot be agreed, any amount paid for the service that we have not provided will be refunded where appropriate.

7. Consumer 14-Day Cancellation Rights

If you are acting as a consumer and enter into a service contract with Suffolk Tech Care online or through another distance-selling method, you will normally have a statutory right to cancel the contract within 14 days without giving a reason, subject to applicable law and any exceptions.

For a service contract, the cancellation period normally begins when the contract is entered into.

This statutory right is separate from our standard 24-hour appointment cancellation policy.

Our contractual cancellation arrangements do not remove or reduce statutory consumer cancellation rights.

8. Starting Work During the 14-Day Period

You may want your appointment to take place before the end of the statutory 14-day cancellation period.

Where required, Suffolk Tech Care will obtain an express request from you before beginning the service during that period.

Where you book online, this express request and any required acknowledgement may be obtained and recorded as part of the booking process.

If you expressly request that the service begins during the cancellation period and then exercise your statutory right to cancel after work has begun, you may be required 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 where the legally required request and acknowledgement have been obtained.

9. How to Exercise a Statutory Right to Cancel

If you have a statutory right to cancel, you can exercise that right by making a clear statement telling Suffolk Tech Care that you wish to cancel the contract.

You can contact us at:

Email: hello@suffolktechcare.co.uk

Post:
Suffolk Tech Care
97 Dereham Avenue
Ipswich
Suffolk
IP3 0QF

Consumers may also use the model cancellation form provided below, although use of that form is not compulsory.

10. Refunds

Where a refund is due, we will process it in accordance with the applicable contractual and statutory requirements.

Where a consumer validly exercises a statutory cancellation right, refunds will be handled within the time required by applicable consumer law.

Where services have already been supplied during the statutory cancellation period following the required express request, an appropriate proportionate amount may be payable where permitted by law.

Where the original payment was made through PayPal, any refund will normally be returned through PayPal to the original payment method.

Where another payment method was used, refunds will normally be made using that original payment method unless another method is agreed or circumstances reasonably require otherwise.

11. Problems With the Service

This policy does not remove your rights where there is a problem with a service we have provided.

If you believe that a service has not been carried out with reasonable care and skill or otherwise does not meet applicable legal requirements, please contact us promptly.

Where you are a consumer, any remedies available under applicable consumer law remain unaffected by this Cancellation & Refund Policy.

12. Business Customers

Statutory consumer cancellation rights do not generally apply where a service is purchased wholly or mainly for purposes relating to a trade, business, craft or profession.

Business customers remain subject to the cancellation arrangements applicable to their booking and any specific Business Service Agreement.

Where a specific business agreement contains different cancellation provisions, that agreement will apply to the extent of any conflict with this general policy.

13. Business Support Subscriptions

Suffolk Tech Care business support subscriptions are governed separately by the applicable Business Subscription Agreement.

The cancellation of an individual support appointment does not itself cancel a business support subscription. Subscription cancellation must be carried out in accordance with the Business Subscription Agreement.