Terms of Service

1. Agreement

These terms govern the remote IT support services provided by PC Support Services ("we", "us") to you ("the customer"). By engaging our services, you agree to these terms.

2. Services

We provide remote computer repair and IT support services via secure remote desktop software. Services are delivered remotely — no on-site visits. We support Microsoft Windows, Apple macOS, and Linux systems.

3. No-Fix No-Fee Guarantee

For pay-as-you-go support, if we cannot resolve your issue, there is no charge. If we diagnose the problem but you choose not to proceed with the repair, you may be charged for the diagnostic time at our standard hourly rate.

4. Pricing

• Unlimited Remote Support Contract: £250 per computer per year. Includes unlimited remote support, RMM monitoring, and proactive updates.
• Full Remote Computer Health Check: £45 one-off charge.
• Pay-As-You-Go Remote Support: £60 per hour, minimum 1 hour. After the first hour, billed in 30-minute increments at £30 per half hour.

Payment is due at the time of service for pay-as-you-go support. Annual contracts are invoiced annually in advance. We accept all major credit and debit cards via Stripe.

5. Contract Cancellation

Annual support contracts may be cancelled with 30 days' written notice. Refunds for unused contract months are calculated pro-rata from the date of cancellation. No cancellation fee applies.

6. Response Time Guarantee

Annual contract customers benefit from a guaranteed response time of within 4 hours during business hours (Monday to Friday, 09:00 to 17:30). For issues reported outside business hours, we respond on the next business day. Emergency support outside these hours is available on request.

7. Refund Policy

If a pay-as-you-go issue cannot be resolved, no charge will be made. If you are charged in error or are dissatisfied with the service provided, contact us within 14 days to request a refund. Refunds are processed to the original payment method.

8. Remote Access Consent

By engaging our remote support services, you consent to a technician accessing your computer remotely via RustDesk. You may terminate the remote session at any time. No persistent remote access is retained after the session ends.

9. Data Responsibility

You are responsible for maintaining backups of your data before remote support begins. While we take all reasonable care, we cannot be held liable for data loss that may occur during remote support sessions. We recommend backing up important files before any support work begins.

10. Limitation of Liability

Our liability for any claim arising from our services is limited to the amount you have paid us for the service in question. We are not liable for indirect or consequential losses, including loss of business, loss of profits, or loss of data.

11. Privacy

Our handling of your personal data is governed by our Privacy Policy and complies with UK GDPR.

12. Changes to Terms

We may update these terms from time to time. Changes will be posted on this page with an updated revision date. Continued use of our services after changes constitutes acceptance of the new terms.

13. Contact

For questions about these terms, contact us at support@pc-support.uk.com or +44 (0)131 208 8977.