A clear agreement before work begins.

1. Who the agreement is with

The supplier is the sole trader operating under the trading name Wrexham Tech Support. The supplier's full legal name and service address are provided privately in each accepted quotation, booking confirmation and invoice and form part of the contract. Contact us at hello@wrexhamtechsupport.co.uk or 01978 365 365.

A "consumer" is an individual buying services mainly for personal use. A "business customer" is anyone buying wholly or mainly for a trade, business, craft or profession.

2. Quotes, scope and acceptance

An enquiry does not by itself create a contract. A contract begins when we accept a booking, quote, proposal or order. The agreed scope may be confirmed by email, message, quotation, statement of work or service agreement.

Quotes are based on the information available at the time and normally remain open for the period stated. If diagnosis reveals materially different work, cost or risk, we will explain it and seek approval before continuing. Estimates are not fixed prices; fixed quotations are unless the agreed scope changes.

3. Prices and payment

• Residential support: £50 per hour, with a minimum charge of one hour, or a fixed project price agreed in advance.
• Business ad hoc support: normally £90 per hour.
• Managed business support: available from approximately £25 per supported device per month, subject to scope and agreement.
• Projects, parts and licences: priced in the relevant quote or proposal.

Wrexham Tech Support is not currently VAT registered, so no VAT is added to the prices shown. This will be updated if the VAT position changes. Any travel charge, out-of-hours charge, deposit, third-party cost or part will be disclosed before it is committed. Invoices are payable by the due date shown. We may pause non-urgent work or withhold unprovided deliverables while an undisputed invoice is overdue.

4. Appointments, access and cooperation

You must provide safe and reasonable access to the relevant premises, devices, systems and authorised contacts, together with accurate information needed for the work. You confirm that you own the relevant equipment or have authority to ask us to access it.

Please keep credentials private unless secure temporary access is genuinely required. We will never ask you to disclose a one-time authentication code through the public enquiry form. You remain responsible for decisions or delays caused by missing access, inaccurate information or a third-party supplier outside our control.

5. Data, devices and backups

Repair, recovery, migration, reconfiguration and security work can involve unavoidable risk to data or device availability. You should maintain a current backup of important data before work begins where reasonably possible. Tell us before work starts if a device contains especially sensitive, regulated or irreplaceable information.

Unless backup or recovery is expressly included in the scope, you remain responsible for your backup arrangements. We will use reasonable care and skill, but data recovery cannot be guaranteed and some faults or pre-existing damage may make loss unavoidable. Nothing in these terms excludes responsibility where it cannot lawfully be excluded.

6. Remote support

Remote access is used only with your permission and for the agreed support purpose. You should stay available unless an unattended arrangement is expressly agreed. You can end an attended session at any time. Remote-access tools must not be used to give an unauthorised person access to another individual's or organisation's device.

7. Parts, software and third-party services

Hardware, software, cloud services, broadband, licences and other third-party products may be subject to their provider's terms, warranties, availability and lifecycle. We are not responsible for a third party's outage or independent act, but we will provide the agreed coordination and support with reasonable care and skill.

We will explain material compatibility or support limitations that we identify. Unsupported operating systems, obsolete equipment, undocumented environments and pre-existing faults can restrict what can safely be achieved.

8. Security and emergency support

Cyber security reduces risk; it cannot eliminate every attack, scam, outage, data loss or future vulnerability. Recommendations are based on the scope, information and technology available at the time. You remain responsible for business decisions and for implementing recommendations outside the agreed work.

The 24-hour emergency contact route is available for serious incidents and outages, but it is not a guaranteed service-level agreement. Response depends on availability, safe access and acceptance of the incident. Any emergency or out-of-hours price will be agreed before chargeable work starts.

9. Cancellations and consumer rights

Consumers who agree a service at a distance or away from our business premises will normally have a legal 14-day cancellation period beginning when the contract is made. If you expressly ask us to start within that period and later cancel, you may have to pay a proportionate amount for work supplied up to cancellation. The right to cancel can end once the service has been fully performed where the legal conditions are met.

See the Cancellations & refunds policy for the cancellation form and practical details. Nothing in these terms affects rights under the Consumer Rights Act 2015 or other rights that cannot lawfully be limited.

10. Our standard of service and responsibility

We will provide services with reasonable care and skill. If you believe work does not meet the agreed standard, tell us promptly and give us a reasonable opportunity to investigate and, where appropriate, repeat or correct the service.

We do not exclude liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of your statutory consumer rights, or any other liability that cannot legally be excluded. For business customers, any additional limits and responsibilities will be stated in the accepted proposal, statement of work or managed service agreement.

11. Business agreements and priority

Business projects and managed services may include a proposal, statement of work, data-processing agreement and service schedule. If a signed or accepted business agreement conflicts with these general website terms, the specific business agreement takes priority for that service.

12. Ending services

Either party may end ongoing services in line with the relevant agreement. We may suspend or end work where continuing would be unlawful, unsafe, abusive, technically irresponsible, outside agreed authority, or where an undisputed payment remains overdue after reasonable notice. Charges already incurred and obligations intended to continue after termination remain due.

13. Law and changes

These terms are governed by the law of England and Wales. Consumers retain any mandatory right to bring proceedings in another part of the UK where applicable. We may update these website terms for future work; the terms accepted when a contract is made will govern that contract unless a lawful change is agreed.