These Terms and Conditions govern the provision of fixed-price technology support and computer repair services supplied by My Tech Helper, a trading name of Gatehouse IT Limited. By booking, paying for, or accepting our services, you agree to these Terms and Conditions.
Nothing in these Terms excludes or limits any rights you may have under applicable consumer protection legislation.
Gatehouse IT Limited
Trading as My Tech Helper
Company Number: 17187140
Registered Office: Level One, Basecamp Liverpool, 49 Jamaica Street, Liverpool, L1 0AH
Email: hello@mytechhelper.co.uk
Telephone: [INSERT PHONE NUMBER]
We provide fixed-price and ad-hoc IT support services to residential and home users, including:
Services may be delivered remotely using secure remote-access software or on-site at the customer's residential address, depending on the service selected.
We reserve the right to decline, suspend, or discontinue a service where:
3.1 Prices: All prices will be clearly communicated before work begins and are inclusive of any applicable UK taxes unless stated otherwise.
3.2 Remote Support: Payment for remote support services is required in full before work commences.
3.3 On-Site & Standard Support: For on-site or ad-hoc support services, labour charges are generally payable immediately upon successful completion of the work unless otherwise agreed in writing.
3.4 Parts & Components: Where replacement hardware, accessories, or components are required and are not held in stock, payment for those items must be made in full before the order is placed. Labour charges relating to the installation of those parts will be invoiced upon completion of the work.
3.5 Diagnostic Charges: A diagnostic fee of £48 applies where fault-finding or diagnostics have been performed, equipment is deemed beyond economical repair, necessary parts are unavailable, the customer chooses not to proceed following diagnosis, or a service is cancelled after diagnostic work has commenced. Any diagnostic charge will be explained and agreed before work begins.
3.6 Payment Methods: Payments are payable to Gatehouse IT Limited. Where card payments are accepted through secure payment links, transactions may appear on bank or card statements as Gatehouse IT, My Tech Helper, or MyTechHelp.
3.7 Invoices: Unless otherwise agreed in writing, invoices are payable immediately upon receipt. We reserve the right to withhold equipment, passwords, configurations, or completed work until outstanding balances have been paid in full where legally permitted.
4.1 Statutory Cancellation Rights: Where a service is booked online, by telephone, email, or any other distance-selling method, you may have a legal right to cancel your contract within 14 days of entering into it.
4.2 Requesting Immediate Service: If you ask us to begin work during the 14-day cancellation period, you expressly request that we commence the service before the cancellation period expires. If you subsequently cancel after work has started, we may charge a reasonable amount for services already provided up to the date of cancellation.
4.3 Fully Completed Services: Where you have requested immediate performance and the service has been fully completed, your statutory cancellation rights may cease once the service has been delivered in full.
4.4 Standard Booking Cancellations: You may cancel a pre-booked appointment up to 24 hours before the scheduled appointment time and receive a full refund of any prepaid labour charges. Cancellations made within 24 hours of the appointment or missed appointments may incur a reasonable call-out or late-cancellation charge.
The following items are generally non-refundable once supplied or delivered: fully completed labour services, downloaded software, activated software licences, digital products, and special-order parts purchased specifically for the customer. This does not affect any statutory rights available under consumer protection legislation. Where a refund is due, it will normally be processed using the original payment method.
You agree to provide accurate information regarding faults and symptoms, ensure legal ownership or authority to request work on the device, provide access to equipment, passwords, and accounts where reasonably required, maintain a safe environment for on-site visits, and ensure a responsible person aged 18 or over is present during on-site appointments. Failure to provide required access or information may result in additional charges.
7.1 Customer Backups: Customers are strongly encouraged to maintain their own up-to-date backups before any work is undertaken.
7.2 Risk of Data Loss: Although we take reasonable care when providing services, some repairs, upgrades, software installations, operating system repairs, and hardware replacements may involve an unavoidable risk of data loss.
7.3 Liability for Data: We are not responsible for loss of data arising from existing device faults, hardware failure, software corruption, malware infections, third-party software issues, or the customer's failure to maintain suitable backups. Nothing in these Terms excludes liability where such exclusion would be unlawful.
We will provide services with reasonable care and skill and within a reasonable timeframe, taking account of the nature of the work required. Where issues arise that prevent completion of a repair, we will advise you as soon as reasonably practicable.
Nothing in these Terms shall exclude or limit liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot legally be excluded or limited.
Subject to the above, our total liability for direct losses arising from any service shall not exceed the greater of the amount paid for the relevant service or £500.
We shall not be liable for indirect or consequential losses, including loss of profits, loss of revenue, loss of business opportunity, or loss of goodwill. This limitation applies only to the extent permitted by law.
We are not responsible for failures arising from existing damage, hidden defects, manufacturing faults, wear and tear, corrosion, or previous repairs performed by third parties. Repair attempts may occasionally reveal additional issues that were not evident during an initial inspection. Where further work is required, additional costs will be discussed and agreed before proceeding.
11.1 Workmanship Warranty: Hardware repairs and services supplied by us carry a 30-day workmanship warranty unless otherwise stated in writing.
11.2 Replacement Parts: Replacement parts supplied by us are covered by the manufacturer's warranty where applicable. Where no manufacturer warranty exists, replacement parts are covered by our 30-day warranty.
11.3 Exclusions: Warranties do not apply where equipment has subsequently been opened or modified by a third party, subjected to physical or liquid damage, or misused, neglected, or used contrary to manufacturer instructions.
If you are dissatisfied with our service, please contact us via Email: [INSERT EMAIL ADDRESS] or Telephone: [INSERT PHONE NUMBER]. We aim to acknowledge complaints within five business days and work towards a fair resolution as quickly as reasonably possible.
Any personal data collected during the provision of services will be processed in accordance with our Privacy Policy and applicable UK data protection legislation.
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from these Terms shall be subject to the jurisdiction of the courts of England and Wales.