Terms and Conditions – Remote IT Support

By booking, paying, or allowing a remote session to start, you agree to these terms.

1. What I do

I provide remote IT support, troubleshooting, setup, and related advice for computers, networks, software, email, and similar issues.

I do not guarantee that every issue can be fixed. Some problems need parts, licences, manufacturer support, or on-site work. I only provide those if we agree separately in writing.

Estimates of time or outcome are good-faith estimates, not a promise.

2. Who these terms apply to

• Consumers (mainly personal or home use): you keep all statutory rights, including the Consumer Rights Act 2015 and, where it applies, the 14-day cooling-off right for distance contracts.
• Business clients: these terms apply in full. There is no statutory cooling-off period.

If you book for a company or as a trader, you confirm you have authority to bind that business.

3. Booking and charges

• Sessions are booked in advance.
• You are charged for the hours booked, even if the session finishes sooner, unless I agree otherwise in writing before we start.
• Extra time after the booked window is charged only if you agree.
• Out-of-hours, weekend, or urgent slots may cost more if that is stated at booking.

I may refuse or postpone a booking if payment is not received, access is not ready, or the work is outside my skill or capacity.

4. Payment

• Fees are as quoted at booking or on the website.
• Payment is due before the session starts, unless we agree otherwise in writing.
• Accepted methods: Stripe and PayPal.
• If payment is late, I may pause work.
• You are responsible for any bank, card, or currency fees on your side.

5. Cancellations, postponements and refunds

5.1 Notice

To cancel or postpone and request a refund of unused prepaid fees, you must give at least 24 hours’ written notice before the booked start time. Email is enough.

5.2 No refund once the session has started

A session has started when you join the call, grant remote access, or I begin diagnostic work at your request.

Once a session has started:

• the booked session fee is non-refundable; and
• there is no refund if you cancel within 1 hour after the session has started.

5.3 Late cancel or no-show (less than 24 hours)

If you cancel with less than 24 hours’ notice, fail to attend, or do not provide access at the booked time, the full booked amount remains payable. Prepaid fees are not refunded.

5.4 Eligible refunds and 10% administration fee

If a refund is due under these terms (for example you cancel 24 hours or more before start, and work has not started):

• I will refund the unused prepaid amount less a 10% administration fee for payment processing, booking, and admin time;
• refunds go back to the original payment method where possible, usually within 14 days of my written acceptance.

5.5 Consumer cooling-off (distance bookings only)

If you are a consumer and booked remotely, you normally have 14 days from the contract date to cancel without giving a reason, provided the service has not started.

IT support is often needed quickly. If you want work to start during that 14-day period, you must clearly request that I start. By doing so you agree that:

• I may begin immediately;
• you will pay a reasonable amount for work already supplied if you later cancel; and
• once the session has started, section 5.2 applies to that session.

Your statutory rights for poor service are not affected.

5.6 If I cancel

If I cancel because of illness, technical failure, or similar, I will offer a new slot or a full refund of unused prepaid fees, with no administration fee.

6. Your responsibilities

You agree to:

• give accurate information about the problem and your systems;
• back up important data before the session;
• have a working internet connection and be available during the session;
• grant remote access only to systems you are authorised to access;
• have licences and passwords ready;
• not ask me to bypass security, crack software, access accounts without authority, or do anything illegal.

I am not responsible for data loss unless it is caused by my negligence. If you cannot provide access or information and the session cannot proceed, the booked charge still applies.

7. Remote access and security

You authorise me to connect remotely using agreed tools (for example AnyDesk, TeamViewer, Quick Assist, or similar) for the booked session only.

I will:

• use access only for the agreed work;
• disconnect at the end of the session;
• not keep your passwords longer than needed for that job, unless you ask me to store them securely for ongoing support.

You should change shared passwords after the session if you wish.

8. Data protection

I process personal data only to provide the service, invoice you, and meet legal duties.

I will not sell your data. I may use email, payment processors, and remote-support tools as needed to deliver the service.

If you send me files or grant access, you confirm you have the right to do so. For full details on how we handle personal data, please review our Privacy Policy.

9. Limits of liability

I will work with reasonable care and skill.

I am not liable for:

• loss of profit, business, or data that I could not reasonably have prevented;
• problems caused by existing faults, third-party software, your internet, hardware failure, or your failure to back up;
• work you or another person do after the session;
• delays outside my control.

My total liability for any booking is limited to the fees you paid for that booking, except where the law does not allow a limit (including death or personal injury caused by negligence, fraud, and rights that cannot be excluded).

Nothing in these terms removes a consumer’s legal rights.

10. Scope and extra work

If the job is larger than quoted, I will tell you before continuing and agree extra time or cost.

Hardware, licences, subscriptions, and third-party fees are extra and are usually non-refundable once purchased.

I do not provide 24/7 monitoring or a service-level agreement unless we sign a separate ongoing-support agreement.

11. Problems and chargebacks

If you have a problem, email me first and give a reasonable chance to put it right.

Do not raise a chargeback for fees that match a completed or started session under these terms. Unjustified chargebacks may be defended, and reasonable costs may be claimed.

12. Home-based sole trader

Covebit is a small home-based sole-trader business. Work is remote unless we agree a separate on-site visit in writing.

13. Ending future work

Either of us may refuse future bookings. Outstanding fees remain due. I will delete or return access details I no longer need.

14. Changes

I may update these terms for future bookings. The version that applies is the one shown on covebit.co.uk at the time you book.

Booking summary

Immediate-start confirmation (consumers)