Terms & Conditions

1. About Suffolk Tech Care

Suffolk Tech Care is the trading name of Andy Wilce, a sole trader based in Ipswich, Suffolk, England.

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

Email: hello@suffolktechcare.co.uk

Suffolk Tech Care provides remote computer support and related IT services to home users and small businesses across Suffolk, with local computer call-outs also available in Ipswich by arrangement.

References in these Terms & Conditions to “Suffolk Tech Care”, “we”, “us” or “our” mean Andy Wilce trading as Suffolk Tech Care.

2. Our Services

Services may include computer diagnosis, troubleshooting, software support, Windows support, malware removal, email assistance, Microsoft 365 support, computer setup, performance improvements and other related IT support.

The services available, their scope and their prices are described on our website, during the booking process or otherwise agreed with you before work begins.

Not every computer problem can be resolved remotely. Where hands-on help is appropriate, a local computer call-out may be available in Ipswich by arrangement. Problems requiring specialist hardware repair, replacement parts or another service outside our scope will be explained and, where reasonably possible, we will suggest an appropriate next step.

3. Booking a Service

Appointments may be booked through our online booking system or otherwise arranged directly with Suffolk Tech Care.

You are responsible for providing accurate contact information and, so far as reasonably possible, accurate information about the computer or problem when making a booking.

A booking is subject to availability and any applicable service requirements shown during the booking process.

Where a separate Service Agreement applies, you may be required to review and accept that agreement before support is provided.

4. Prices & Payment

The price payable for a service will normally be the price shown when you make your booking or the price otherwise agreed with you before work begins.

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

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

Business subscription plans are subject to their own pricing, payment arrangements and Business Subscription Agreement.

5. Remote Support & Local Call-Outs

Most Suffolk Tech Care services are provided remotely. Local computer call-outs are also available in Ipswich by arrangement where hands-on help is appropriate.

You must have the necessary authority to allow us to access the relevant computer, account, system and information.

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

Local call-outs are a separate service and are not included within remote support appointments or business support subscriptions unless expressly agreed otherwise.

Further conditions relating to a particular service may be contained in the Service Agreement or other terms applicable to that service.

6. Your Responsibilities

To enable us to provide support effectively, you agree to:

• provide reasonably accurate information about the problem;
• follow reasonable instructions given during the support process;
• ensure that you have authority to request work on the relevant computer, account or system;
• provide access reasonably necessary to perform the agreed service;
• tell us about any important information or circumstances that may affect the work; and
• maintain appropriate backups of important files and information wherever reasonably possible.

7. Backups & Important Data

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

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

If you tell us that important data is not backed up, we may recommend that a backup is created before particular work is carried out.

We will take reasonable care when carrying out agreed work, but a requirement for you to maintain appropriate backups does not remove or restrict any liability that cannot lawfully be excluded.

8. Malware & Security Work

Malware removal and security-related services are intended to identify and address problems reasonably detectable during the agreed service.

Because threats, vulnerabilities and methods of attack continually change, no computer or system can be guaranteed to remain permanently free from malware, security vulnerabilities or future compromise.

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

9. Appointments & Availability

Appointment times are subject to availability.

We will make reasonable efforts to begin appointments at the agreed time, but circumstances outside our reasonable control may occasionally cause delays.

If we need to change an appointment, we will contact you and seek to arrange another suitable time or, where appropriate, provide a refund.

10. Consumer Cancellation Rights

If you are acting as a consumer and enter into a contract with us online or by another method that constitutes a distance contract, you will normally have a legal right to cancel the service contract within 14 days without giving a reason, subject to applicable law and any exceptions.

The cancellation period normally begins when the service contract is entered into.

If you want your service to begin before the end of the 14-day cancellation period, we may ask you to expressly request that performance begins during that period.

If you make that request and then exercise your right to cancel after the service has begun but before it has been fully performed, 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 you expressly requested that performance begin during the cancellation period and acknowledged that you would lose your cancellation right once the service had been fully performed.

Further information about exercising your cancellation rights, including how to notify us of cancellation, is provided in our Cancellation & Refund Policy.

11. Cancelling or Changing an Appointment

If you need to cancel or rearrange an appointment, please contact us as soon as reasonably possible.

Any applicable cancellation charge or refund will be determined in accordance with our Cancellation & Refund Policy, the circumstances of the booking and your applicable statutory rights.

Nothing in our cancellation arrangements limits any cancellation, refund or other rights that cannot lawfully be excluded.

12. Our Standard of Service

Where you are a consumer, we will provide our services with reasonable care and skill as required by applicable consumer law.

Where a time for performance has not been fixed by the contract, we will provide the service within a reasonable time where required by applicable law.

Nothing in these Terms & Conditions excludes or restricts your statutory rights.

13. Results of Computer Support

We will use reasonable care and skill when diagnosing and attempting to resolve computer problems.

The nature of computer faults means that it is not always possible to guarantee that a particular problem can be resolved remotely or that a fault will never recur.

Where we cannot reasonably complete the requested work, we will explain the situation and, where reasonably possible, suggest appropriate next steps.

14. Liability

Nothing in these terms excludes or limits liability where doing so would be unlawful.

Where you are a consumer, we are 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 faults or damage that existed independently of the service we provided.

We are also not responsible for failure or delay caused by events outside our reasonable control, although this does not affect any rights you may have under applicable law.

Different provisions may apply where services are purchased wholly for business purposes, as set out in the relevant Business Service Agreement or Business Subscription Agreement.

15. Third-Party Products & Services

We may help you configure or troubleshoot software, hardware, online accounts or services supplied by third parties.

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

We are not responsible for the independent acts or omissions of third-party providers, although this does not affect responsibility for the support service that we ourselves have agreed to provide.

16. Business Customers

If you purchase a service wholly or mainly for purposes relating to your trade, business, craft or profession, you will normally be treated as a business customer rather than a consumer.

Additional business terms may apply to individual support services and business subscriptions.

Where there is a conflict between these general Terms & Conditions and a specific Business Service Agreement or Business Subscription Agreement, the specific agreement will apply to the extent of that conflict.

17. Business Support Subscriptions

Business support subscriptions are governed by the applicable Business Subscription Agreement.

That agreement explains matters including the monthly support allowance, payment arrangements, recurring billing, cancellation and use of included support time.

Submitting a subscription request through our website does not itself create or activate a business support subscription.

The required Business Subscription Agreement must be accepted and the PayPal recurring subscription set up before the subscription becomes active.

18. Privacy & Personal Information

Providing computer support may require us to process personal information about you or information that is visible on your device while providing the agreed support.

We process personal information in accordance with our Privacy Policy.

Please read our Privacy Policy for further information about the personal information we collect, why we use it and your data protection rights.

19. Complaints

If you are unhappy with a service, please contact us as soon as reasonably possible so that we have an opportunity to investigate the issue and respond.

You can contact Suffolk Tech Care by email at hello@suffolktechcare.co.uk.

20. Changes to These Terms

We may update these Terms & Conditions from time to time, including where our services or applicable legal requirements change.

The version that applies to a particular contract will normally be the version in force when that contract was entered into, unless a change is subsequently agreed or required by law.