TECHFAULTA - IT Support | Tutoring | Diagnostics | Friendly Service

Refunds & Returns

1. Our services

TechFaulta provides technical support, device setup, tutorials, diagnostics, and related IT assistance for residential and business customers.

Most of our work is provided as a booked service appointment, either on-site or as otherwise agreed. Because this is a service business, standard “returns” language does not apply in the same way it would for physical goods.

2. Booking fees and payments

We may require a booking fee or advance payment to secure an appointment.

Unless clearly stated otherwise at the time of booking, all prices are quoted in GBP and are for labour only. Any parts, replacement equipment, consumables, parking charges we have expressly agreed to pay, tolls, congestion charges, or other third-party costs will be charged separately where applicable.

A minimum charge of one hour applies to residential on-site appointments.

We do not accept abuse, dishonest claims, misleading booking information, or attempts to obtain free work outside the agreed scope of service.

3. Cancellations and refunds

If you need to cancel or rearrange an appointment, you must do so with at least 48 hours’ notice before the scheduled booking time.

Where a booking fee or advance payment has been taken:

  • cancellations made more than 48 hours before the appointment may be eligible for a refund;
  • cancellations made within 48 hours of the appointment are generally non-refundable;
  • missed appointments, no-shows, or situations where we arrive and cannot carry out the work due to incorrect or incomplete information may be treated as non-refundable.

This includes, but is not limited to:

  • no access to the property at the agreed time;
  • nobody present who is aged 18 or over;
  • pets not secured;
  • unsafe working conditions;
  • inaccurate parking information;
  • no suitable parking available where parking was stated to be available.

Nothing in this policy affects your statutory rights.

4. Parking requirement for on-site visits

For on-site appointments, you must provide a free and guaranteed place to park for the duration of the visit.

Street parking does not count.
If parking is paid, restricted, unavailable on arrival, or the information provided is inaccurate, we may refuse to attend or may be unable to complete the appointment.

In such cases, any booking fee already paid may be non-refundable, subject to your statutory rights.

5. Customer responsibilities

To allow us to carry out the work, you must ensure that:

  • the booking details are accurate;
  • the description of the issue is honest and reasonably complete;
  • someone aged 18 or over is present for the appointment;
  • pets are secured before we arrive and remain secured during the visit;
  • the workspace is safe and accessible;
  • all relevant devices, passwords, chargers, cables, login details, and account information are available where needed.

If we cannot proceed because required information, equipment, access, or permissions have not been provided, the appointment time may still be chargeable.

6. Scope of work

We will carry out the work reasonably requested and agreed at the time of booking. If the issue turns out to be outside the booked scope, requires additional time, specialist hardware, third-party cooperation, or further visits, extra charges may apply.

We reserve the right to refuse work where:

  • the request is unlawful or questionable;
  • the device or system appears to have been tampered with in a dishonest or misleading way;
  • the customer is abusive, threatening, intoxicated, or otherwise unreasonable;
  • the job presents a safety risk;
  • the work requested falls outside our competence, availability, or terms.

7. Diagnostics and outcomes

Technical support and diagnostics are not always an instant fix. We will use reasonable care and skill, but we do not guarantee that every issue can be resolved during the first visit, or at all, particularly where faults involve:

  • ageing or failing hardware;
  • third-party services or outages;
  • ISP issues;
  • manufacturer restrictions;
  • unsupported software or devices;
  • pre-existing malware, corruption, or hardware failure.

Charges apply for time spent diagnosing, troubleshooting, advising, configuring, or attempting repair, whether or not the issue is ultimately resolved.

8. Parts, software and third-party services

Unless we have expressly agreed otherwise in writing, TechFaulta is not responsible for the cost, availability, warranty, licensing, subscription status, or suitability of third-party products, software, peripherals, broadband services, printers, routers, storage devices, apps, or accessories.

Where we recommend a product or service, the final purchase decision remains yours.

9. Refunds for services

Refunds are not provided simply because:

  • the issue was more serious than first described;
  • the job took less or more time than you expected;
  • you changed your mind after the work started;
  • the fault turns out to be caused by third-party equipment, services, or hardware failure;
  • further remedial work is required.

Where a refund is appropriate, it will usually be limited to the amount paid for the affected service appointment, or the relevant unused portion of that appointment, as applicable.

Any refund approved will be returned to the original payment method within a reasonable time.

10. Business customers

Business work may be priced separately and may require a custom quotation. Quoted prices for business services may exclude hardware, replacement parts, cabling, infrastructure work, specialist software, after-hours attendance, and ongoing support unless expressly included.

11. Contact

For questions about bookings, cancellations, charges, or refunds, here: Contact