TechMates Terms & Conditions

Plain English version - simple, fair and easy to read. If anything here isn't clear, please ask.

1) Who we are

TechMates is the trading name we use for our services.

Address: 11 Sandpiper Lane, Wyberton, Boston, Lincolnshire, PE21 7SN

Telephone: 01205 625001

When we say "we/us/our" we mean TechMates. "You/your" means the customer. "Services" means our in-home repairs and setups, and our remote support. "Device" means the equipment you ask us to work on.

By booking a service with TechMates you agree to these terms.

2) Booking & pricing

We work to fixed prices shown on our website.
If a job needs extra parts, we'll explain the cost and get your approval first. No surprise charges.
We're not VAT-registered at the moment, so no VAT is charged.

3) Before we start (please read)

Back up anything important. Repairs, updates and diagnostics can sometimes trigger issues outside anyone's control. We can't accept responsibility for lost, corrupted or damaged data.
You confirm you own the device or have the owner's permission.
Please provide a safe working environment, plus power, chargers, cables and (if needed) internet access.
We can't install or support unlicensed/counterfeit software. If the issue involves unsupported/illegal software, we may refuse or limit the service.
Someone 18+ who understands the issue needs to be present during in-home visits.

4) No-fix-no-fee (how it works)

If we can't complete the repair because it's beyond repair, parts aren't available, or it's outside our technical scope, you won't be charged (we'll refund any fee paid).
If you decide not to proceed after we diagnose the issue (for example, parts cost more than you want to spend), the fixed service fee still applies for the time and expertise provided.

5) At your home - or taken away if needed

We come to you. If a job needs more time/tools/testing than we can do in your home, we may take the device away and return it once it's sorted. Collection and delivery are included - no extra charge.

6) If you're not ready on the day

If we can't complete the job because a responsible adult isn't present, or we don't have the access, passwords, power or accessories we said we'd need, we may still charge the full service fee.

7) Cancellations & rescheduling (you)

Free to cancel or reschedule with 24+ hours' notice.
Less than 24 hours' notice or a no-show: we may charge the full service fee because we've kept that slot for you.

Your 14-day cooling-off rights

If you book remotely (online/phone) you normally have 14 days to cancel. If you ask us to start within 14 days, you agree we may charge for work done, and once the service is fully performed your right to cancel ends.

8) Cancellations & rescheduling (us)

Sometimes life happens - illness, emergencies, vehicle issues, severe weather. If we need to move or cancel an appointment, we'll give you as much notice as we reasonably can and offer a new time that works.

9) Remote support

You'll install our approved remote-access app; you stay in control and can end the session at any time.
A stable internet connection is required. If it isn't workable, we may switch to a home visit.
Payment for remote services is taken up-front, unless agreed otherwise.

10) Parts & warranty

We may use new, refurbished, genuine or compatible parts that meet the job's needs.
Old parts are disposed of unless you ask to keep them at the time of repair.
Title in any fitted parts remains with TechMates until paid for in full.

12-month repair warranty

Every completed repair includes a 12-month warranty covering parts and labour for issues related to our work. If the same issue returns or something related to our work goes wrong within this period, we'll fix it free of charge or refund you.

Not covered:

Accidental damage (e.g. drops/liquid) after our work
Unrelated internal faults
Software problems/bugs
Normal wear and tear/consumable degradation (e.g. batteries naturally ageing)
Damage caused by others or by unauthorised repairs/modifications after our visit

You may need to show proof of our repair to claim.

11) Device collection & unclaimed items

If we take your device away, we'll keep you updated and return it promptly. If we can't reach you or you don't arrange return within a reasonable time, we'll send written notice (email is fine) giving you at least 14 days to arrange return. If we still don't hear from you, we may securely dispose of the device following the proper legal process. We don't charge storage fees. We'll wipe data before disposal where feasible.

12) Data & privacy (the short version)

We only access data on your device if it's necessary to complete the service. We don't copy, keep or share your personal data unless you ask us to (e.g. a data-transfer job). Any passwords you share are treated confidentially; we recommend changing them after service.

Some software/services we install or activate may require acceptance of End User Licence Agreements (EULAs). By asking us to help, you authorise TechMates to accept those terms on your behalf to complete the service.

For the full story (including your rights), see our Privacy Policy at tech-mates.co.uk/privacy-policy/.

13) Third-party delays & limits

We're not responsible for delays or limitations caused by things outside our control, including supplier delays, third-party platforms/services, poor internet connections, or pre-existing hardware/software faults.

14) Affiliate links

We may earn a commission if you use affiliate links on our website (e.g. Amazon). We don't sell those products and aren't responsible for orders, delivery, returns or warranties - that's between you and the retailer. We're happy to set up items you've bought.

15) Payment

Home visits: pay when the job's done (card or cash). Bank transfer/online payment is available by prior agreement.
Remote support: pay before the session.
We'll provide a receipt or invoice by email if you need one.
If payment isn't made when due, the balance becomes overdue and we may pause further services until it's settled - see section 32.

16) Liability (keeping it fair)

We always work with reasonable care and skill, but we can't be responsible for:

Data loss
Indirect or consequential loss (e.g. time off work, missed appointments, loss of business)
Manufacturer warranty impacts
Problems caused by pre-existing faults or damage

Our total liability is capped at the price you paid for the service, except for liability we can't legally limit (e.g. death or personal injury caused by our negligence, or fraud). Nothing here affects your statutory consumer rights.

17) Force majeure

We're not liable for delays/cancellations caused by events outside our control (e.g. severe weather, illness, power/network outages, major supplier failures).

18) TechMates Club (subscriptions)

TechMates Club is a separate service with its own terms, shown at signup. Those terms govern the subscription (including billing, cancellation, and what's included).

19) Changes to these terms

We may update these terms from time to time. The version that applies is the one in force when you book. The latest version is always on our website.

20) Governing law

These terms are governed by the laws of England & Wales. Disputes will be handled by the courts of England & Wales.

21) Accepting these terms

When you book (online or by phone) you'll be asked to confirm you've read and accept these Terms & Conditions. If you ask us to start within 14 days, you authorise us to begin and understand you may be charged for work done; once fully performed, the right to cancel ends.

22) Complaints & dispute resolution

If something's not right, please email hello@tech-mates.co.uk or call 01205 625001. We'll acknowledge within 2 working days and aim to resolve within 14 working days. If we still can't agree, we're open to using an independent Alternative Dispute Resolution (ADR) provider. We don't subscribe to a specific scheme, but we'll give you details of an approved ADR body on request and may engage at our discretion. Using ADR doesn't affect your right to go to court.

23) Service area & travel

We're based in Boston, Lincolnshire and serve the local area. We'll confirm availability when you book. If your location is significantly outside the local area, a travel charge may apply - we'll always agree this with you first.

24) Business customers

These terms apply to consumers and business customers unless we agree something different in writing. If you're a business customer:

Consumer-specific rights (like certain cooling-off rules) may not apply.
Our liability to you is capped as set out in section 16.
If we sign a separate agreement with you, that agreement takes priority over these terms.

25) Subcontractors

Sometimes we may use vetted subcontractors to help deliver the service. We remain responsible for their work as if we did it ourselves.

26) Insurance

For your peace of mind, we hold public liability and professional indemnity insurance appropriate for our services.

27) Environmental & WEEE

We care about doing things the right way. Where we agree to dispose of electronic items or parts, we use licensed waste carriers and follow WEEE responsibilities. Where feasible we'll wipe data before disposal and can provide data-wipe/destruction as a separate service if you need a record.

28) Photos & documentation

We may photograph your device, record serial numbers, or take diagnostic screenshots/logs to document condition, track parts and evidence the repair. We avoid capturing personal content and only keep what's necessary for the job and our records.

29) Intellectual property

Any guides, configurations, scripts or documentation we create remain our intellectual property. We grant you a personal, non-transferable licence to use them with your device(s). Your data is always yours - we don't claim any rights over your files or content.

30) Health & safety

Please make sure the work area is safe, clean and accessible (pets secured, trip hazards removed, adequate lighting and ventilation). If we believe there is a risk to our technicians' safety, we may refuse or halt work - for example biohazards (bodily fluids, sharps, vermin, mould), hazardous substances, unsafe electrics/structures, or abusive/aggressive behaviour. In these cases we may still charge the full service fee if we've attended and cannot proceed (see section 6).

31) Severability

If any part of these terms is found invalid or unenforceable, the rest still apply.

32) Overdue payments & debt recovery

We try to keep things friendly and simple. If a bill isn't paid when due (on completion for home visits, before the session for remote work) it becomes overdue. We'll send a reminder and may allow a short grace period. If it remains unpaid, we may:

Pause further services until the balance is cleared.
Recover reasonable costs of collection that the law allows (for example, court fees or reasonable third-party collection costs).
For business customers, charge statutory interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.

For clarity, any parts we fit remain TechMates' property until paid for in full (see section 10).

Questions?

We're friendly and happy to help. If anything here doesn't make sense, please contact us at hello@tech-mates.co.uk or 01205 625001.