Terms and Conditions for IT Support Services at Basingstoke Tech Haven

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Terms & Conditions

Basingstoke Tech Haven Technology made simple, support made personal

1. Introduction

These Terms & Conditions set out the agreement between Basingstoke Tech Haven (“I”, “me”, “my”) and the client (“you”, “your”) for the provision of IT support services. By booking an appointment, requesting support, or using my services, you agree to these terms.

2. Services Provided

Basingstoke Tech Haven provides the following services including but not limited to:

• On‑site IT support for home users and small businesses
• Remote support for troubleshooting and configuration
• Device setup including computers, phones, tablets, printers and smart devices
• Repairs including diagnostics, hardware replacement and OS reinstalls
• Network troubleshooting including Wi‑Fi issues and router setup
• Data transfer & backup  including migrations and cloud configuration
• Training sessions for  individuals or staff
• Small business support including ongoing maintenance and advice

Services are delivered on a best‑effort basis and depend on the condition of your equipment, software and environment.

3. Pricing & Billing

3.1 On‑site Support

• Home users:

£40 per hour

£75 for two hours

£110 for three hours

• Business clients:

£75 per hour

£250 for a half day (4 hours)

£550 for a full day (8 hours)

• Minimum charge for both home users and business clients: 1 hour
• After the first hour:     billed in 15‑minute increments

3.2 Remote Support

• Home users: £30 per hour
• Business clients: £60 per hour
• Minimum charge: 1 hour
• After the first hour: Billed in 15‑minute increments

3.3 Payment Terms

• Payment is due immediately upon completion of the session unless otherwise agreed.
• Accepted payment methods will be listed on invoices or agreed in advance.
• Business clients may request invoicing terms by prior arrangement.
• Basingstoke Tech Haven provides a “No Fix, No Fee” service. In the unlikely event your issue cannot be resolved no fee will be charged.

4. Cancellation Policy

4.1 Free Cancellation (24 Hours)

You may cancel or reschedule an appointment free of charge with at least 24 hours’ notice.

4.2 Same‑Day Cancellations

Cancellations made on the same day of the appointment are charged at 50% of the booked service.

4.3 No‑Shows

If you are not present, not contactable, or otherwise unavailable at the appointment time, the full session fee is charged.

5. Liability Limits

5.1 Pre‑Existing Faults

I am not liable for any issues, faults or damage that existed before I began work, including but not limited to hardware failure, software corruption, malware, or user‑caused issues.

5.2 Data Loss

I am not liable for data loss unless caused by clear negligence. You are responsible for ensuring your data is backed up unless you have specifically hired me to set up a backup solution.

5.3 Liability Cap

My total liability for any claim is limited to the total fee paid for the specific job or session.

6. Service Guarantee

6.1 7‑Day Return Visit

If the same issue reoccurs within 7 days, I will return (or reconnect remotely) once at no additional labour cost.

6.2 Third‑Party Software

I cannot guarantee outcomes where issues are caused by third‑party software, cloud services, vendor updates, unsupported systems or malware.

6.3 Declined Fixes

If you choose not to proceed with a recommended fix, update or replacement, I cannot guarantee the stability or performance of the system afterwards.

7. Privacy Notice (UK GDPR)

7.1 Data Collected

I may collect:

• Name, address, phone number, email
• Device information and service notes
• Business contact details (for business clients)
• Invoices and payment records

7.2 Why Data Is Collected

To:

• Provide IT support services
• Arrange appointments
• Maintain service records
• Issue invoices and receipts
• Meet legal obligations

7.3 Lawful Bases

Processing is based on:

• Contract (providing the service you requested)
• Legitimate interests (record‑keeping, service improvement)
• Legal obligation (tax and accounting requirements)
• Consent (where explicitly required)

7.4 Data Storage & Security

Data is stored securely using reputable systems with restricted access. Technical notes are kept only as long as necessary.

7.5 Data Retention

• Service and invoice records: up to 6 years (legal requirement)
• Technical notes: deleted when no longer needed

7.6 Data Sharing

Data is only shared with essential service providers such as email, invoicing or payment platforms. Data is never sold.

7.7 Your Rights

You have the right to:

• Access your data
• Request corrections
• Request deletion (where legally permitted)
• Object to processing
• Make a complaint to the Information Commissioner’s Office (ICO)

7.8 Contact for Data Requests

Email: support@basingstoketech.com

8. Complaints Policy

8.1 How to Make a Complaint

You can raise a complaint by emailing support@basingstoketech.com with:

• Your name
• Date of service
• Description of the issue
• Any supporting information

8.2 Response Time

I aim to acknowledge complaints within 3 working days and provide a full response within 10 working days.

8.3 How Complaints Are Handled

Complaints are reviewed fairly and calmly, including:

• Checking service notes
• Reviewing communication
• Assessing whether the issue can be resolved

8.4 Escalation

If your complaint relates to data protection, you may contact the ICO. For service‑related disputes, you may seek independent advice.

9. General Terms

• These terms are governed by the laws of England & Wales.
• Terms may be updated; the latest version will always be available on request.
• By booking a service, you confirm that you have read and agree to these Terms & Conditions.