Terms and conditions

1. Services Agreement

By engaging with Remote IT Rescue Ltd (the "Company") for services, you (the "Customer") agree to the following terms. Services provided include computer and mobile device repairs, software troubleshooting, data recovery, IT manager services, software configuration, support, rescue sessions, and any additional services.

2. Payment

Payment is due upon completion of services. The Company accepts card payments and BACS transfers. A non-refundable deposit of £20 is required for remote sessions, and a non-refundable call-out fee of £50 applies for onsite sessions. Rescue sessions are billed at a fixed price as stated on the Company’s website. Failure to make payment may result in additional charges and impact eligibility for future services.

3. No Fix, No Fee

The Company operates a "No Fix, No Fee" policy. If the Company’s technicians are unable to resolve the issue, no charge will be applied for the service.

4. Service Warranty

All services, including rescue sessions, come with a 90-day warranty. Should the same issue reoccur within this period, the Company will reassess and address the problem at no additional cost. Limitations apply: The warranty covers only the same issue originally repaired and does not cover new issues or problems caused by misuse, third-party software, or hardware failure.

5. Data Privacy

The Company prioritizes your data privacy. During service provision, access to files may be required. We may also need to provide your device to a trusted contractor who has been vetted and works on our behalf. The Company adheres to strict confidentiality standards and will not access, share, or store personal or sensitive information without explicit consent.

6. Customer Responsibilities

The Customer must provide accurate information about the issue, grant necessary access permissions, and ensure data is backed up. Failure to do so may impede service delivery.

7. Service Limitations

The Company will make reasonable efforts to resolve technical issues but cannot be held liable for damages arising from hardware or software failures, third-party interference, or unforeseen events. Additionally, services may be subject to availability, and limitations apply regarding certain complex or rare technical issues that may fall outside our expertise.

8. Rescue Sessions

Rescue sessions are designed to provide booked remote or onsite assistance for urgent technical issues. These sessions are charged at a fixed price as listed on the Company’s website. While the Company aims to resolve issues as efficiently as possible, most issues are typically resolved between the same day and 14 days. However, the Company cannot guarantee a fixed resolution time. A 90-day warranty applies to the issues addressed during these sessions, with limitations as outlined in section 4. 

9. Referral Program

The Company offers a referral program where customers can receive £20 in high street vouchers for each successful referral. The referral fee is only applicable if the referred customer completes and pays for a service.

10. Termination of Services

The Company reserves the right to terminate services if the Customer engages in abusive behavior, provides false information, or breaches any terms of this agreement.

11. Changes to Terms

The Company may update these terms and conditions. Customers will be notified of changes, and continued use of services constitutes acceptance of the revised terms.

12. Governing Law

This agreement is governed by the laws of England and Wales. Any disputes will be resolved through arbitration under UK law.

By engaging with our services, you acknowledge that you have read, understood, and agreed to these terms and conditions.

For any queries or clarifications, please contact us at info@remoteitrescue.com.