1. About us
These terms apply to our technical support plans, Monthly Support, Tech Support and Tech Support Plus (each "the Plan"), provided by PC Services ("we", "us", "our") to you, the customer ("you").
Contact: help@pcsvs24.co.uk
Address: [Your business address]
By ticking the box on our sign-up page and paying for the Plan, you agree to these terms.
2. The plan
12-month plans (Tech Support and Tech Support Plus) start on the date we receive your payment and last for 12 months. We will email you to confirm your start and end dates.
Monthly Support starts on the date of your first payment and continues month to month until you cancel. See section 4.
The Plan is for the person or business named at sign-up and cannot be transferred to anyone else.
12-month plans do not renew automatically. We may contact you before yours ends to ask if you would like to renew.
3. Support calls (12-month plans)
• Tech Support: up to 3 (three) support calls during the 12-month period.
• Tech Support Plus: up to 4 (four) support calls during the 12-month period, for £50.
A "support call" is one support session, by phone or remote connection, to help with one issue, lasting up to 60 minutes. If an issue needs more time, we will tell you before continuing and agree with you whether to use another of your included calls or charge for the extra time at £15 per hour.
Follow-up contact about the same issue within 7 days does not count as a new call.
Unused calls cannot be carried over to a new plan, and are not refunded or exchanged for cash when the Plan ends.
We will always confirm with you before starting any chargeable work.
4. Monthly Support
You can message us about any of the problems listed in section 6, and send screenshots or photos to help us understand the issue. We will reply with advice and step-by-step instructions.
Monthly Support does not include phone calls, remote-access sessions or visits. If your problem needs one of these, we will tell you, and it will be charged at £15 per hour. We will always confirm with you before starting any chargeable work.
We will send you our WhatsApp number when you subscribe. Please only use it during the support hours in section 5.
5. Hours of service
Requests made outside these hours will be dealt with on the next working day. We aim to respond to all requests as quickly as possible, but response times are not guaranteed.
6. What's covered
The Plan covers help and advice with everyday computer and technology problems, including:
- Windows and Mac computer problems, slowdowns and errors
- Wi-Fi, internet and home or office network issues
- Email, printers and connecting devices
- Virus, malware and security concerns
- Setup and advice for software and new devices
The Plan does not include:
- The cost of any parts, hardware, software or licences
- Home or office visits, unless we agree otherwise in writing; visits are charged separately
- Repairs to physically damaged equipment
- Problems with third-party services we don't control, such as your internet provider
- Illegal or unlicensed software
7. Payment
12-month plans are paid as a single one-off payment through Stripe or PayPal. Tech Support Plus costs £50. The price of each Plan is shown on our sign-up page at the time you buy.
Monthly Support is a recurring subscription of £4.99, taken automatically through Stripe or PayPal on the same date each month until you cancel. If a payment fails, we may pause your support until it is paid.
Additional support calls at £15 per hour are invoiced separately and are payable when the work is completed.
Your payment is handled securely by Stripe or PayPal. We never see or store your full card details.
8. Cancellations & refunds
All plans: you have the right to cancel within 14 days of signing up (the "cooling-off period") and receive a full refund.
If you ask us to provide support during the cooling-off period and then cancel, we may deduct a fair amount for the support you have already received.
After the cooling-off period, 12-month plans are non-refundable, except where required by law.
To cancel, email help@pcsvs24.co.uk. Refunds are paid to the original payment method within 14 days.
We may end the Plan if you are abusive towards our staff or use the service for anything illegal. In that case, we will refund you for the unused part of the Plan where this is fair.
9. Your responsibilities
- Keep your own up-to-date backups of important files before any support work.
- Give us accurate information about the problem and any access we need, such as remote access permission.
- Make sure you own, or have the right to use, the devices and software we work on.
10. Our liability
We will provide the Plan with reasonable care and skill.
We are not responsible for loss of data, files or software, so please keep your own backups. We are also not responsible for problems caused by third-party products or services, or for losses we could not reasonably have foreseen.
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law. Nothing in these terms affects your statutory rights as a consumer.
11. Your data
We only use your personal details to provide the Plan and to contact you about it. We handle your data in line with UK data protection law (UK GDPR). We never sell your data, and we only access your devices with your permission.
12. Changes & general
We may update these terms from time to time. Any changes will not affect a Plan you have already paid for without your agreement.
These terms are governed by the laws of England and Wales.
Questions? Email us at help@pcsvs24.co.uk.