Terms and Conditions

1. About TLC Tech Ltd

TLC Tech Ltd provides home technology support and small business IT services. This may include support with computers, laptops, phones, tablets, Wi-Fi, printers, smart devices, Microsoft 365, email, domains, websites, technology training, buying advice and general troubleshooting.

2. Services

We provide support in person, remotely, by phone, by email or through other suitable methods depending on the nature of the issue.

Home visits are generally available locally across the Isle of Wight. Remote small business support may be available across the UK.

Some services may depend on third-party systems, software, internet connections, suppliers or manufacturers. We will do our best to help, but we cannot guarantee that every issue can be resolved where the cause is outside our control.

3. Bookings and appointments

Appointments may be booked online through Microsoft Bookings, by phone, email or direct arrangement.

When booking, please provide accurate contact details, the support address where relevant, and a clear description of the issue or support required.

We may contact you before an appointment if we need more information, need to confirm whether support should be remote or onsite, or need to clarify the likely time required.

4. Pricing

Unless otherwise agreed in writing, standard support is charged as follows:

• Standard IT Support: £60 including VAT for the first hour.
• Additional support time: £24 including VAT per additional 30 minutes.
• Half Day IT Support: £192 including VAT where booked as a dedicated half-day service.
• Full Day IT Support: £360 including VAT where booked as a dedicated full-day service.

Business support, project work, ongoing support agreements, hardware, software, licences, hosting, domains, third-party services or specialist work may be quoted separately. Quotations will clearly state whether prices are inclusive or exclusive of VAT.

If support is likely to take longer than expected, we will explain the options and agree costs before continuing.

All standard prices shown on our website for home users include VAT at 20% unless clearly stated otherwise. VAT invoices are available for business customers and will show VAT separately where required.

5. Payments and invoices

Payment terms will be shown on the relevant invoice or agreed with you separately.

TLC Tech Ltd is VAT registered. Where VAT applies, invoices will show the VAT amount and total payable.

Payment may be requested by bank transfer, online payment link or another agreed method.

Invoices should be paid by the due date shown. If payment is late, we may pause further work until the account is brought up to date.

6. Cancellations and rescheduling

Please give at least 24 hours' notice if you need to cancel or reschedule an appointment.

If an appointment is cancelled at short notice, missed, or we are unable to access the property or systems at the agreed time, a cancellation fee or minimum charge may apply.

We will always try to be reasonable, especially where there are genuine emergencies or unexpected circumstances.

7. Customer responsibilities

To help us provide support, you agree to:

• Provide accurate information about the issue.
• Ensure relevant devices, passwords and account details are available where possible.
• Ensure you have permission for us to work on any device, account, network or system.
• Let us know about any important files, business-critical systems, unusual setups or known risks before work starts.

8. Data, files and backups

Some technical work carries a risk of data loss, system interruption or settings changes. We will take reasonable care, but customers remain responsible for keeping suitable backups of important files and information unless a backup service has been specifically agreed.

If you are concerned about important files, photos, documents or business data, please tell us before support begins.

9. Passwords, accounts and access

We may need temporary access to devices, accounts, systems or services to provide support.

Please do not share passwords unnecessarily. Where possible, you should enter passwords yourself. If passwords are shared with us for support purposes, you should change them afterwards if appropriate.

10. Hardware, software and third-party services

We may advise on or help purchase hardware, software, licences, domains, hosting or other third-party services. Unless specifically agreed, these remain between you and the supplier or provider.

We are not responsible for changes in third-party pricing, availability, service outages, warranty decisions, account restrictions or supplier policies.

11. Remote support

Remote support may be offered where suitable. Remote support depends on your internet connection, device condition and the ability to access the relevant system safely.

Some issues cannot be resolved remotely and may require an onsite visit or third-party intervention.

12. Advice and recommendations

We aim to provide honest and practical advice based on the information available at the time. Technology changes quickly, and recommendations may depend on budget, availability, compatibility and customer needs.

Purchasing decisions remain the customer's responsibility unless a separate agreement is made for TLC Tech Ltd to purchase items on your behalf.

13. Limitation of liability

We will take reasonable care when providing services. However, TLC Tech Ltd cannot accept responsibility for indirect losses, loss of profit, loss of business, loss of data, loss of goodwill, or issues caused by pre-existing faults, third-party services, supplier failures, malware, hardware failure, software defects or internet outages.

Nothing in these terms limits liability where it would be unlawful to do so.

14. Privacy

We handle personal information in accordance with our Privacy Policy.

15. Changes to these terms

We may update these terms from time to time. The latest version will be published on this website.

16. Contact

If you have any questions about these terms, please contact TLC Tech Ltd.

• Email: [email protected]
• Phone: 01983 654627