Friendly help with computers, TV setup, forms and everyday paperwork.

1. About this agreement. This Customer Agreement applies where you are an individual acting wholly or mainly outside your trade, business, craft or profession and you book Personal Computer & Admin Support from TDEW Solutions. It is separate from TDEW Solutions' business-to-business terms. Nothing in this agreement affects rights that you have under UK consumer law.

2. The service you are buying. The service is the service selected in this booking form together with the appointment duration, date, time and delivery method shown in your booking summary. Computer, laptop, TV setup and general technology support are provided as local home visits. Paperwork, form filling and suitable personal administration support may be provided remotely where the booking form offers that option. Any material change to the agreed service or price will be discussed and agreed with you before additional work is carried out.

3. Price and total charge. The standard labour rate is £35.00 per hour. Once TDEW Solutions begins work at the appointment, the normal minimum charge is one hour (£35.00). If the work is completed within the first hour, £35.00 is payable. If the work continues beyond one hour, additional time is charged in 15-minute increments at the standard hourly rate up to the time the work is completed. Before you submit the booking request, the form displays the selected appointment length and total price. Unless additional work or costs are expressly agreed with you, the displayed total is the price payable for the booked appointment. Where extra time is requested by you, any additional charge will be explained and agreed before that additional work is undertaken. Statutory cancellation rights, where they apply, are dealt with separately below and are not restricted by this minimum-charge provision.

4. Payment. Payment is by cash or direct bank transfer only. Payment becomes due when the agreed work is complete and must be paid before TDEW Solutions leaves the appointment. TDEW Solutions will not require an undisclosed additional payment as a condition of providing the booked service.

5. Booking and confirmation. Submitting the form is a request for the selected appointment. The chosen time may be held provisionally while the booking is processed. You will receive booking information at the email address you provide. Please check the service, date, time, duration, delivery method and total price and contact TDEW Solutions promptly if anything is incorrect.

6. TDEW Solutions' duty when providing the service. TDEW Solutions will provide the service with reasonable care and skill. Information given to you about the service that you rely on when deciding to book may form part of the contract. Where no specific performance time has been agreed, the service will be performed within a reasonable time.

7. Your 14-day cancellation right for distance contracts. Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a statutory right to cancel, you normally have 14 days from the day after the service contract is made to cancel without giving a reason. To cancel, you must make a clear statement to TDEW Solutions that you wish to cancel. You may do this by email or another clear written communication. Your statutory rights apply whether or not they are repeated in this agreement.

8. Starting work during the 14-day cancellation period. If your appointment is due to take place before the statutory 14-day cancellation period has ended, TDEW Solutions will only begin the service during that period where you have expressly requested early performance. For an appointment that is carried through to completion in the normal way, the charging terms in section 3 apply. If instead you exercise a statutory cancellation right after work has begun but before the service is fully performed, the amount payable for work supplied up to cancellation will be determined in accordance with applicable consumer law. The normal one-hour minimum charge does not override any statutory right to a proportionate calculation where the law requires one.

9. Service completed during the cancellation period. If you expressly request that the service starts during the cancellation period and acknowledge that your statutory cancellation right will be lost once the service has been fully performed, that cancellation right ends once the agreed service has been fully performed to the extent provided by law. This does not remove your rights if the service itself is not provided with reasonable care and skill or otherwise fails to conform to the contract.

10. Express early-start request. Where your booked appointment falls within 14 days of the contract being made, you must separately tick the early-start request shown below. By doing so, you expressly request TDEW Solutions to begin supplying the booked service before the end of the 14-day cancellation period and acknowledge that, once the agreed service has been fully performed following that request, you will lose the statutory right to cancel that service to the extent provided by law.

11. Cancelling or changing an appointment. If you need to cancel or rearrange, please contact TDEW Solutions as soon as reasonably possible. Nothing in this section limits a statutory cancellation right. Any charge relating to cancellation or work already supplied will only be applied where lawful and will not exceed an amount that is fair and proportionate in the circumstances.

12. Cancellation by TDEW Solutions. TDEW Solutions may need to cancel or rearrange an appointment because of illness, emergency, unsafe conditions, inability to access the equipment or premises, or circumstances genuinely outside reasonable control. Where you are not at fault, any payment made for a service that will not be supplied will be refunded as required by law, or an alternative appointment may be agreed with you.

13. Home visits. For a home visit you must provide an accurate address, safe and reasonable access to the premises and reasonable access to the equipment you have asked TDEW Solutions to assist with. TDEW Solutions may stop or decline work where conditions are unsafe or where carrying out the requested work would be unlawful or unreasonable.

14. Remote support. Remote support is only available for services identified as suitable for remote delivery in the booking form. You are responsible for being available at the agreed time and for providing any information or access reasonably needed to provide the agreed support. You should not disclose passwords or security information unless it is genuinely necessary for the agreed task.

15. Your equipment, files and backups. You remain responsible for your devices, accounts, files, passwords and data. Before work begins, you should make an appropriate backup of important information where reasonably possible. TDEW Solutions will take reasonable care when working with your equipment and information but cannot guarantee that pre-existing faults, failing hardware, corrupted data or third-party service failures can be repaired or recovered.

16. Third-party products and services. Some assistance may involve software, hardware, internet services, online accounts or other products supplied by third parties. Those third-party products and services may have their own terms and charges. TDEW Solutions will not purchase a chargeable third-party product or service on your behalf without your agreement.

17. If the service does not conform to the contract. Your rights under the Consumer Rights Act 2015 are not excluded or restricted. Depending on the circumstances, those rights may include requiring repeat performance where appropriate or receiving an appropriate price reduction where the statutory conditions for that remedy are met.

18. Liability and statutory rights. Nothing in this agreement excludes or restricts liability where doing so would be unlawful, including liability that cannot lawfully be excluded under consumer protection law. Nothing in this agreement excludes your right to have the service performed with reasonable care and skill. Any limitation or exclusion is subject to your statutory consumer rights.

19. Information you provide. You agree to provide information that is accurate to the best of your knowledge and to tell TDEW Solutions about relevant known faults, damage, access restrictions or other circumstances that could affect the service. TDEW Solutions is not responsible for problems caused by materially inaccurate or withheld information where it was reasonable to rely on the information you provided.

20. Privacy. Personal information supplied through the booking process will be handled in accordance with TDEW Solutions' Privacy Policy and applicable data-protection law. Booking information may be retained where reasonably required for administration, accounting, legal compliance and the handling of queries or disputes.

21. Complaints. If you are unhappy with the service, please contact TDEW Solutions promptly with your booking reference and details of the issue so there is an opportunity to investigate and, where appropriate, put matters right. This complaints process does not limit any statutory remedy available to you.

22. Events outside reasonable control. TDEW Solutions will not be responsible for delay caused by circumstances genuinely outside reasonable control. If such circumstances materially affect the appointment, TDEW Solutions will contact you as soon as reasonably possible to discuss rearranging or cancelling the service.

23. Changes to this agreement. The agreement applying to your booking is the version presented to you when you make the booking. A material change to an agreed service, price or contractual term will not be imposed on you after booking without your agreement where your agreement is legally required.

24. Severability. If a court or competent authority finds part of this agreement unlawful or unenforceable, the remaining provisions will continue to apply so far as the law permits.

25. Governing law. This agreement is governed by the applicable law of England and Wales. Nothing in this clause deprives a consumer living elsewhere in the United Kingdom of any mandatory protection or right to bring proceedings that applicable consumer law gives them.

26. Confirmation. By ticking the agreement box below, you confirm that you have had the opportunity to read this Customer Agreement, that the booking summary displays the service, appointment length and total price you are requesting, and that you agree to the terms above. If your appointment is within 14 days of booking, the separate early-start box records your express request for early performance and the acknowledgement described in section 10.