1. About these terms
These terms apply to enquiries and services offered under the name IT Support & Consulting (itsupportandconsulting), including IT and device support, Microsoft 365 assistance, technology consulting and practical AI training. They apply alongside the specific scope, price, timing and other details agreed with you in writing before work begins. If a written quote or service agreement conflicts with these general terms, the specific written agreement takes precedence for that work.
Contact: info@itsupportandconsulting.co.uk · 07926 241298. Services are offered in Homerton, Hackney and East London, and remotely across London and Greater London. Business name: IT Support & Consulting. Correspondence address: Studio 3, Adelaide Court, London, E9 5RF.
2. Quotes, booking and payment
Website descriptions are general information, not a fixed-price offer or guarantee that a particular service is available. Before work is booked, we will agree the work to be done, the price or how it will be calculated, any travel or other charges, the planned timing and payment arrangements. No additional charge will be made unless agreed with you or otherwise permitted by law. You may ask questions or request a written record of the agreement.
3. Your responsibilities
Please provide accurate information about the issue and make the relevant device, accounts and any necessary permissions available. You are responsible for having authority to request work on a device, account or network, and for keeping your passwords and recovery codes secure. Do not share passwords by ordinary email. Unless we agree otherwise, you should back up important files before support begins and ensure you can access your accounts after the work.
For remote support, you must knowingly approve the connection and may end it at any time. We will only access devices and information reasonably needed for the agreed work. Tell us if you want us to avoid particular files or accounts.
4. Work and availability
We will use reasonable care and skill and explain any material limitations we identify. Some faults depend on third-party products, networks, manufacturers or service providers, and we cannot guarantee that they will be available or that a particular problem can be resolved. We will explain options if the agreed work cannot be completed as expected. Any estimate of time or outcome is an estimate unless expressly agreed otherwise.
Appointments and response times are subject to availability and the arrangements agreed for the specific booking. Any rescheduling or cancellation charges must be disclosed and agreed before booking, and will remain subject to your statutory rights.
5. Consumer cancellation rights
If you are a consumer and the agreement is made at a distance (for example, by email or phone) or away from our business premises, you may have a statutory 14-day right to cancel. The applicable period and any exceptions depend on the contract and the law. If you ask us to start during that period, we will obtain your express request. If you then cancel after work has begun, you may have to pay a proportionate amount for work already supplied where the law allows. You lose the cancellation right for a fully performed service only where the required express consent and acknowledgment have been given. We will provide the cancellation information and any required model cancellation form when applicable. Nothing here removes consumer rights that cannot legally be excluded.
6. Liability and statutory rights
Nothing in these terms limits or excludes liability where the law does not allow that, including liability for death or personal injury caused by negligence, fraud, or your statutory rights as a consumer. If you are a consumer, services must be performed with reasonable care and skill and your rights under the Consumer Rights Act 2015 continue to apply.
To the extent permitted by law, we are not responsible for loss caused by inaccurate information, lack of authority to access a device or account, failure to keep a suitable backup where one was reasonably required, or events outside our reasonable control. We are not responsible for third-party services or products, though we will take reasonable care when helping you use them. If you are a business customer, any agreed liability limit must be set out in your specific written agreement and will apply only to the extent permitted by law.
7. Privacy and changes
Our Privacy Policy explains how personal information is handled. We may update these general terms by publishing a revised version here. The terms in force when you agree a specific booking will apply to that booking unless you agree otherwise.
8. Governing law
These terms and any dispute are governed by the law of England and Wales, except where mandatory consumer protection law gives you the benefit of another law. The courts of England and Wales will have jurisdiction, subject to any rights you have as a consumer to bring proceedings elsewhere.