Effective date: 1 September 2026. This document is published by Thomas Wilson trading as TDEW Solutions.
1. About these terms
These terms apply when you purchase consumer services from me, Thomas Wilson trading as TDEW Solutions. “I”, “me” and “my” mean Thomas Wilson trading as TDEW Solutions; “you” and “your” mean the consumer purchasing the service. Nothing in these terms affects rights you have under consumer law.
2. Contact details
Thomas Wilson trading as TDEW Solutions
Correspondence address: Suite RA01, 195-197 Wood Street, London E17 3NU
Email: tom@tdewsolutions.com
Telephone: 0333 335 7906
3. Services
I provide consumer services including home technology support, remote technical support where suitable, computer and device help, TV setup and guidance, personal administration and form-filling assistance, and other services I expressly agree with you.
4. Contract formation
A booking submission is a request, not acceptance. Unless I expressly state otherwise, the contract is formed when I accept your request and send confirmation. The confirmed service, appointment, delivery method and price form part of the contract.
5. Standard of service
I will perform the service with reasonable care and skill. Where no time or price has been fixed, the applicable statutory rules concerning reasonable time and reasonable price apply.
6. Prices and payment
I will tell you the price or basis of calculation before chargeable work begins. I will not carry out additional chargeable work or purchase a chargeable third-party item for you without explaining the cost and obtaining your agreement. Payment is due in accordance with the booking or confirmation. For Personal Computer & Admin Support booked through my website, the published rate is £35 per hour with a £35 minimum once work starts, and additional time requested by you is charged in 15-minute periods at the same hourly rate.
7. Appointments and home visits
You must provide accurate booking information and safe, reasonable access to the premises and equipment needed for the work. I may refuse or stop work where I reasonably believe conditions are unsafe, unlawful, outside the agreed scope or create an unreasonable security risk. I will make reasonable efforts to attend at the agreed time, but an appointment time does not guarantee that every technical problem can be resolved within that period.
8. Remote support and credentials
Where remote support is agreed, you authorise access only to the extent reasonably necessary for the service and may end the session. A one-off session does not authorise continuing access. Where practical, I may ask you to enter passwords yourself. You must have authority to permit access to any device, account or service you ask me to work on.
9. Technology, data and backups
Some faults cannot be repaired and outcomes can depend on equipment condition, hardware failure, software compatibility, internet connectivity, licences, security controls and third-party providers. Where reasonably practicable, you should back up important information before technical work. I will take reasonable care of your equipment and information. Nothing in this clause excludes liability that cannot lawfully be excluded.
10. Personal administration and form filling
I may help you organise information, understand ordinary form instructions, enter information you provide, use online systems and complete administrative processes. Unless I expressly state otherwise and am appropriately authorised, this is not legal, financial, investment, tax, medical, immigration or other regulated professional advice. You remain responsible for checking the accuracy and truthfulness of information submitted in your name. I will not knowingly submit false or misleading information and I cannot guarantee a decision made by a third party.
11. Cancellation of appointments
If you need to cancel or rearrange, tell me as soon as reasonably possible. Any cancellation or missed-appointment charge must have been disclosed before it became binding and will be fair and proportionate. This does not override a statutory cancellation right.
12. Statutory cancellation rights
Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a right to cancel a qualifying distance or off-premises service contract, the cancellation period is generally 14 days from the day after the contract is made. You can cancel by sending me a clear statement at tom@tdewsolutions.com or by writing to my correspondence address above. Please include your name and enough information for me to identify the booking. You do not need to use any particular form.
13. Starting during the cancellation period
If you want the service to begin during a statutory cancellation period, I will obtain your express request where required. If you then cancel after performance has begun, you may have to pay a proportionate amount for service already supplied where the law permits. Where the service is fully performed during the cancellation period after the legally required express request and acknowledgement, the statutory cancellation right may end. Your rights concerning defective performance remain unaffected.
14. Problems, refunds and remedies
If you believe the service was not provided with reasonable care and skill, contact me promptly. Where consumer law gives you a remedy, nothing in these terms removes it. Depending on the circumstances this may include repeat performance or an appropriate price reduction. Statutory refunds will be made within the period required by law.
15. Third-party services
I may help you use products or services supplied by independent third parties. Their services remain subject to their own terms. I am not responsible for an independent provider merely because I help configure or use its service, but I remain responsible for my own agreed work.
16. Security and malware
No device or network can be guaranteed permanently secure. I do not promise that a device will never experience a future fault, malware infection or security incident. This does not reduce my duty to carry out agreed security work with reasonable care and skill.
17. Liability
Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or statutory consumer rights that cannot lawfully be excluded. Subject to applicable law, I am responsible for loss or damage that is a foreseeable consequence of my breach of contract or failure to use reasonable care and skill.
18. Privacy
I process personal information in accordance with applicable data-protection law and my Privacy Policy. Where a service requires access to information on your device or account, I will only access information reasonably necessary for the authorised work.
19. Complaints
Please contact me using the details above, explain the issue and provide the relevant booking or invoice reference where available. I will investigate and seek to provide a fair response within a reasonable time.
20. General
The version presented when your contract is formed applies to that booking. If any provision is unlawful or unenforceable, the remaining provisions continue so far as legally possible. These terms are governed by the laws of England and Wales, without removing any mandatory consumer protection or jurisdictional right available to you.