HomeTech assist Terms and Conditions
HOMETECH ASSIST LIMITED ("HTA") provides mobile on-site computer maintenance, support and consulting services ("the services"). The services are provided to the Customer subject to the following Terms and Conditions of Service. The Customer agrees that by confirming a booking the Customer agrees to the Terms and Conditions of Service set out herein.
Appointments and Rates
HTA will attend the Customer's premises at the pre-arranged time.
The Customer will pay for the services provided, at the following rates:
Business customers:
Each hour of onsite attendance will be charged at - £65.00*
If attendance is for one full day (09:00 – 17:30), this will be charged at £450.00*
Pay as You Go remote support is charged at £15* per 15 minutes (or part thereof) to a maximum charge per issue of £120*
HTA normal working hours are Monday-Sunday, 09:00 - 17:30. The Customer (or representative) shall remain at the Customer's home or business premises while HTA employees are in attendance.
Cancellation
Cancellation of any appointment must be advised to HTA no later than 2 hours before the appointment on the day of the appointment. HTA reserves the right to invoice any Customer where cancellation occurs less than two hours prior to any appointment.
"No Fix No Fee" Policy
• The ‘no fix no fee’ policy applies to home users only. The ‘no fix no fee’ does NOT apply to business users.
• If the engineer can offer a solution but the customer chooses not to proceed then the customer will be charged for the time spent on site to that point.
• If the engineer is only prevented from resolving a problem because the customer does not possess the appropriate software disks, drivers or product serial numbers the customer will be charged for the time spent on site to that point.
• If the engineer diagnoses a fault with a customer’s Internet Service Provider, even when the ISP attempt to deny any fault the customer will be charged our standard rates for the time spent on-site.
Payment
The Customer will sign the worksheet detailing the number of hours (or part thereof) that the HTA engineer has been onsite before the engineer leaves site. HTA assist will attend the customer’s premises for the period agreed by the customer prior to or at the commencement of the appointment.
Liabilities
HTA accepts no liability in respect of any problem(s) it may not remedy due to any matter beyond its control including but not limited to the age, specification or condition of the Customer's hardware or software, Customer's failure to provide appropriate software discs, drivers or product serial numbers or any fault with the Customer's Internet Service Provider.
• The Customer hereby confirms that a full back-up of the Customer's data has been made prior to HTA commencing the services and that there is no legal restriction or impediment to HTA providing services to the Customer.
• HTA will back up data that is taken off site before work is commenced remote to the customer’s premises. All hardware and data will be kept in secure premises. HTA will endeavor to take all reasonable precautions whilst transporting customer’s hardware or software from the customer’s premises to HTA building.
• Under no circumstances shall HTA be liable either in contract, tort or otherwise, to the Customer, its employees, agents, or any third party, for any injury or damages, including without limitation, any direct, indirect, special or consequential damages, expenses, costs, profits, lost savings or earnings, interruption to business activity, lost or corrupted data, or other liability arising out of, or related to the services provided by HTA or out of the installation, de-installation, use of, or inability to use the Customer's computer equipment, hardware, software or peripherals. The Customer will, upon demand, indemnify HTA in respect of any loss, damage or injury arising from the provision of the services. For the avoidance of doubt HTA has no liability for Customer data lost or damage incurred in any circumstances whatsoever.
Confidentiality
HTA will maintain the confidentiality of the Customer's files and/or data and undertakes not to provide any Customer information to any third party unless in the event it is lawfully required to do so. HTA reserves the right to refuse the provision of services for any reason including but not limited to circumstances such as the presence of unlicensed or illegal software or material or material of an obscene or pornographic nature on a Customer's computer. If for such reason HTA terminates the services the Customer shall be liable for and pay to HTA, at that time, the charges incurred in respect of time spent.
Goods provided by HTA
HTA may make recommendations to the Customer or the Customer may request that a product be provided by HTA in order that HTA can perform the services. All expressed or implied warranties, description, representations and conditions as to fitness or suitability for any purpose in respect of the services, including in respect of any product, including but not limited to any item of software, hardware or peripheral provided by HTA, are expressly excluded. For the avoidance of doubt, HTA has no liability as to the suitability for the performance of the services, of any product manufactured, sold or supplied by any third party, whether or not that product has been recommended to the Customer by HTA. Any hardware, software or equipment provided to the Customer shall remain the property of HTA until full payment is received.
Return Visit & Complaints Policy
In the event of any dissatisfaction with the service provided by HTA, the Customer should immediately contact HTA on 08444 128147. HTA will make an appointment for a return visit by the engineer. The engineer will endeavor to rectify the problem. If the cause of the dissatisfaction was due to a matter beyond the control of HTA, the Customer shall pay for the additional time incurred at HTA normal rates. If the problem arose directly as a result of HTA previous attendance no further charge shall be made.
