Terms of Service

Techfaulta
12 Welfen Lane, Claypole, Lincolnshire, NG23 5AL

Last updated: June 2026

1. Introduction & Scope

These Terms of Service (“Terms”) govern your use of Techfaulta’s services, including but not limited to:

• One-to-one tutorials for Windows 10/11, macOS, iOS, iPadOS, and Android
• Residential technical support for Windows and macOS devices
• SkyQ technical support
• WiFi and network support
• NAS configuration and installation
• Smart speaker setup and configuration, including Google, Alexa, and Siri-compatible devices
• Printer installation, configuration, and diagnostics
• WiFi router installation and configuration
• Business technical support, printer setup, networking support, and related configuration services

These Terms apply to all customers, whether you are a private individual, sole trader, partnership, company, organisation, or other legal entity (“You” or “Customer”). By booking, requesting, accepting, or using any Techfaulta service, you accept these Terms in full.

Important: Nothing in these Terms is intended to exclude or limit consumer statutory rights, including those under the Consumer Rights Act 2015, the Unfair Contract Terms Act 1977, or any other rights that cannot lawfully be excluded. Where there is a conflict between these Terms and your statutory rights, your statutory rights prevail.

2. Definitions

• Appointment: Any booked visit, remote session, telephone session, tutorial, consultation, or support session provided by Techfaulta.
• Services: Any technical support, tutorial, installation, configuration, diagnostic, repair attempt, advisory, or business support service provided by Techfaulta.
• Customer Equipment: Any device, computer, laptop, tablet, phone, router, printer, NAS, smart speaker, SkyQ box, network device, cable, peripheral, software, account, or system supplied by you or used during the Service.
• Customer Data: Any personal files, documents, photographs, videos, account information, emails, passwords, settings, software, configuration data, business data, or other information stored on or accessed through Customer Equipment.
• Residential Customer: A private individual receiving services for personal or household use.
• Business Customer: A sole trader, partnership, company, organisation, landlord, agency, or other commercial customer receiving services for business or professional purposes.
• POA: Price on application, meaning the price will be discussed and agreed before work begins.
• TBD: To be determined, meaning the price depends on the work required, equipment involved, site conditions, parts, components, or other relevant factors.

3. Bookings, Appointments & Customer Responsibilities

3.1 Booking an Appointment

Appointments may be booked by telephone or another method accepted by Techfaulta. You agree to provide accurate information about the issue, equipment, location, access requirements, and any relevant limitations before the appointment begins.

3.2 Access and Availability

You must ensure that Techfaulta has safe and reasonable access to the relevant premises, equipment, power sockets, internet connection, login credentials, administrator accounts, routers, printers, devices, and any other systems required to perform the Service. Delays caused by missing passwords, unavailable equipment, unsafe access, or incomplete information may be chargeable.

3.3 Your Equipment and Accounts

You are responsible for ensuring that you own, control, or have permission to use any equipment, account, network, software, or service that you ask Techfaulta to access, configure, repair, or support. Techfaulta may refuse to work on equipment, accounts, software, or systems where ownership, authorisation, legality, or safety is unclear.

3.4 Backups

You are responsible for backing up Customer Data before any Service begins. Technical support, diagnostics, configuration, software changes, updates, hardware changes, network changes, and troubleshooting may carry a risk of data loss, corruption, service interruption, or configuration change. Techfaulta is not responsible for loss of data where no current backup exists, except where liability cannot lawfully be excluded.

3.5 Software Licences and Subscriptions

You are responsible for holding valid licences, subscriptions, product keys, and account access for any software, operating system, app, security product, cloud service, or third-party service used during the appointment. Techfaulta will not install, activate, bypass, crack, pirate, or otherwise misuse software or services.

4. Use of Services

4.1 Lawful Use

You may use Techfaulta’s Services only for lawful purposes. You agree not to ask Techfaulta to:

• Access accounts, devices, networks, or systems without proper authority
• Bypass passwords, security controls, parental controls, device locks, or account protections where ownership or authority is unclear
• Install pirated, cracked, unlicensed, illegal, malicious, or harmful software
• Assist with hacking, surveillance, harassment, fraud, impersonation, or any abusive activity
• Remove, hide, or tamper with evidence of unlawful activity
• Carry out work that would breach any applicable law, regulation, contract, licence, or third-party right

4.2 Refusal of Service

Techfaulta reserves the right to refuse, pause, or terminate any Service where the request is unlawful, unsafe, abusive, unclear, technically impractical, outside Techfaulta’s scope, or where required access, information, equipment, or permissions are not available.

4.3 Best-Efforts Technical Support

Technical support is provided on a best-efforts basis. Techfaulta will use reasonable skill and care but does not guarantee that every fault can be diagnosed, repaired, reversed, improved, or fully resolved. Some issues may be caused by defective hardware, third-party services, poor broadband, building layout, external network faults, software bugs, manufacturer limitations, unsupported equipment, or other matters outside Techfaulta’s control.

5. Services & Prices

Prices are in Great British Pounds (GBP). Unless otherwise agreed in writing, the following rates apply.

5.1 Tutoring

• 1:1 tutorials on using Windows 10/11: £30 for a 1-hour session, then £7.50 per 15 minutes after that.
• 1:1 tutorials using macOS: £30 for a 1-hour session, then £7.50 per 15 minutes after that.
• 1:1 tutorial using iOS on iPhone or iPad: £30 per hour, then £7.50 per 15 minutes after that.
• 1:1 tutorial using Android OS on phone or tablet: £30 per hour, then £7.50 per 15 minutes after that.

5.2 Technical Support

• Windows and macOS technical support: £40 for the first hour, then £10 per 15 minutes after that.
• SkyQ technical support: £35 per hour, then £8.75 per 15 minutes after that.
• WiFi and network support: POA.

5.3 Setups and Configurations

• NAS configuration and installation, customer-purchased device: £50 per hour.
• Setup and configuration of smart speakers, including Google, Alexa, and Siri-compatible devices: £25 per hour, then £6.50 per 15 minutes after that.
• Printer installation and configuration by USB: £30 per hour, then £7.50 per 15 minutes after that.
• Network printer installation: POA.
• Printer diagnostics: £50 per hour.
• WiFi router installation and configuration: £50 per hour, then £12.50 per 15 minutes after that.

5.4 Business Services

• Printer installation and configuration by network: TBD, subject to extra fees if components are required.
• New printer installation, customer purchase: TBD. Please call.
• WiFi issues, including lack of signal, low speed, and drop-outs: TBD. Please call.
• WiFi router installation and configuration: TBD. Please call.

5.5 Minimum Charges

Residential customers are subject to a minimum charge of 1 hour at the applicable rate above. Corporate and business clients must call to discuss requirements before work begins.

5.6 Parts, Components and Third-Party Costs

Prices do not include parts, cables, adapters, routers, printers, NAS devices, storage drives, subscriptions, software licences, manufacturer support charges, third-party call-out fees, or other external costs unless expressly agreed in writing. Any required components or third-party charges will be discussed before purchase or use where reasonably possible.

5.7 Price Changes

Techfaulta may update its prices from time to time. Prices quoted and accepted for a confirmed appointment will apply to that appointment unless the scope of work changes, additional work is requested, required parts are added, or the information provided before the appointment was materially incomplete or inaccurate.

6. Payment & Invoices

6.1 Payment Due

Payment is due on completion of the appointment unless otherwise agreed in writing. For business customers, payment terms may be agreed separately before work begins.

6.2 Chargeable Time

Chargeable time includes time spent providing tutorials, diagnostics, support, installation, configuration, testing, advice, troubleshooting, and any additional time caused by unavailable passwords, missing equipment, incomplete information, third-party delays, or requested changes to the original scope.

6.3 Invoices and Receipts

Invoices or receipts may be issued electronically or in another reasonable format. You are responsible for providing accurate billing and contact information.

6.4 Late or Failed Payment

If payment is not made when due, Techfaulta may suspend or refuse further services until outstanding amounts are paid. Business customers may be liable for reasonable recovery costs and statutory interest where applicable.

7. Cancellations, Missed Appointments & Changes

7.1 Cancellation Notice

All appointment cancellations must be requested outside of a 48-hour window. This means you must give at least 48 hours’ notice before the scheduled appointment time if you wish to cancel or rearrange an appointment without potential charge.

7.2 Late Cancellations

If you cancel, rearrange, or are unavailable within 48 hours of the appointment time, Techfaulta may charge a reasonable cancellation fee or the applicable minimum charge, depending on the circumstances and any costs already incurred.

7.3 Missed Appointments

If Techfaulta attends an appointment and cannot gain access, cannot contact you, or cannot perform the Service because required access, equipment, passwords, permissions, or information are unavailable, the appointment may be treated as chargeable.

7.4 Changes by Techfaulta

Techfaulta may need to rearrange an appointment due to illness, vehicle issues, emergency work, unsafe conditions, or circumstances outside reasonable control. Where this happens, Techfaulta will make reasonable efforts to offer a new appointment time.

8. Consumer Rights

If you are a UK consumer, you have statutory rights that cannot be excluded by these Terms. Services must be performed with reasonable care and skill, within a reasonable time where no time is agreed, and for a reasonable charge where no price is agreed.

Where services are booked away from business premises, by phone, online, or by other distance method, you may have cancellation rights under UK consumer law. If you ask Techfaulta to begin work during any applicable cancellation period, you may be required to pay for work already completed if you later cancel.

Nothing in these Terms affects your statutory rights.

9. Data Protection & Privacy

9.1 Access to Personal Data

During technical support, Techfaulta may be able to see or access personal data, files, emails, photographs, documents, passwords, account names, browser content, device information, network settings, or other sensitive information. Techfaulta will only access information reasonably necessary to provide the Service.

9.2 Customer Responsibility for Data

You remain responsible for Customer Data stored on your equipment, accounts, cloud services, and networks. You should remove, close, hide, or back up any information you do not want accessed before the appointment begins.

9.3 Passwords and Credentials

You should not disclose passwords unless necessary for the Service. Where possible, you should enter passwords yourself. If credentials must be shared, you remain responsible for changing them afterwards if you consider it appropriate. Techfaulta is not responsible for unauthorised access caused by weak, reused, shared, compromised, or unchanged passwords.

9.4 Confidentiality

Techfaulta will treat Customer Data and confidential information with reasonable care and will not intentionally disclose it except where required to provide the Service, comply with law, prevent harm, or respond to a legal obligation.

10. Third-Party Products, Services & Manufacturers

Many Services involve third-party products or services, including Microsoft Windows, macOS, iOS, iPadOS, Android, SkyQ, broadband providers, routers, printers, NAS devices, Google services, Amazon Alexa, Apple services, cloud storage, antivirus software, and other manufacturers or providers.

Techfaulta is not responsible for the availability, performance, policies, pricing, warranty position, account restrictions, service outages, software bugs, manufacturer limitations, or changes made by third-party providers. Some issues may require support, replacement, repair, subscription changes, or account recovery through the relevant manufacturer, supplier, or service provider.

11. Warranties & Disclaimers

11.1 Reasonable Skill and Care

Techfaulta will provide Services with reasonable skill and care. However, Techfaulta does not guarantee that every technical issue can be fixed, that every device or system will perform better after support, or that third-party products and services will operate without fault.

11.2 No Guarantee of Outcome

Technical faults can be intermittent, hidden, hardware-related, software-related, service-provider-related, or caused by factors outside Techfaulta’s control. Advice, diagnostics, and configuration work are provided on a best-efforts basis and may not result in a complete fix.

11.3 Consumer Rights Preserved

The above disclaimers do not affect your statutory consumer rights. If you are a UK consumer, you have rights under the Consumer Rights Act 2015 that cannot be excluded by contract.

12. Limitation of Liability

12.1 General Limitation

To the fullest extent permitted by law, Techfaulta shall not be liable for indirect, incidental, special, consequential, or punitive damages arising from your use of, or inability to use, the Services. This includes loss of profits, loss of data, business interruption, loss of goodwill, loss of opportunity, or reputational harm.

12.2 Cap on Liability

To the fullest extent permitted by law, Techfaulta’s total liability to you for any claim arising from these Terms or the Services shall not exceed the total amount you have paid to Techfaulta for the Service giving rise to the claim, or £500, whichever is greater.

12.3 Exceptions

Nothing in these Terms limits or excludes liability for:

• Death or personal injury caused by negligence
• Fraud or fraudulent misrepresentation
• Your statutory consumer rights
• Any other liability that cannot be excluded or limited under UK law

13. Customer Indemnity

You agree to indemnify and hold harmless Techfaulta from claims, losses, damages, liabilities, and costs arising from:

• Your unlawful use of equipment, software, accounts, services, or networks
• Your failure to back up Customer Data
• Your breach of these Terms
• Your infringement of third-party rights
• Your failure to hold valid licences, subscriptions, permissions, or authority
• Your violation of applicable law

14. Health, Safety & Working Conditions

You must provide a safe working environment. Techfaulta may refuse or stop work where there are unsafe electrical conditions, hazardous premises, aggressive behaviour, unsanitary conditions, unsafe access, exposed wiring, dangerous equipment, or any other risk to health and safety.

You are responsible for ensuring that pets, children, visitors, and other distractions are managed safely during the appointment.

15. Compliance with Laws

You agree to comply with all applicable laws and regulations when using Techfaulta’s Services. Techfaulta is based in the UK and operates in accordance with UK law.

16. Dispute Resolution & Governing Law

16.1 Informal Resolution

If you have a dispute with Techfaulta, please contact us first so we can attempt to resolve the matter informally:

Techfaulta
12 Welfen Lane, Claypole, Lincolnshire, NG23 5AL
Telephone: 01400 595 093

We will make reasonable efforts to resolve your dispute within 30 days of receipt of your complaint.

16.2 Governing Law & Jurisdiction

These Terms are governed by and construed in accordance with the laws of England and Wales. Any legal action, suit, or proceeding arising from these Terms or the Services shall be brought in the courts of England and Wales, subject to any consumer rights that give you the right to bring proceedings elsewhere.

16.3 Consumer Dispute Resolution

If you are a UK consumer, you may seek advice from Citizens Advice Consumer Service or your local Trading Standards service. You may also be entitled to refer disputes to an Alternative Dispute Resolution provider where applicable.

17. Changes to These Terms

Techfaulta may update these Terms from time to time. Changes will be posted on this page with the updated date. Your continued use of the Services after changes become effective constitutes acceptance of the updated Terms.

If you do not agree to updated Terms, you must stop using Techfaulta’s Services.

18. Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, that provision shall be severed, and the remaining provisions shall continue in full force and effect to the maximum extent permitted by law.

19. Waiver

The failure of Techfaulta to enforce any right or provision of these Terms does not waive that right or provision. If Techfaulta waives a breach on one occasion, this does not constitute a waiver of any future breach.

20. Contact Information

For questions about these Terms, complaints, cancellations, appointment changes, or to exercise your statutory rights, please contact:

Techfaulta
12 Welfen Lane, Claypole, Lincolnshire, NG23 5AL, United Kingdom
Telephone: 01400 595 093

These Terms were last updated in June 2026 and are effective immediately upon publication.