These Service Agreement Terms outline the conditions under which Henton’s Computer Services ("we", "us", "our") provides IT support, repair and related services to home users and businesses ("you", "your"). By requesting or receiving our services, you agree to the following terms.
1. Scope of Services
We provide a range of IT support and repair services, including but not limited to:
- PC and laptop repairs
- Software installation and configuration
- Virus and malware removal
- Network and broadband troubleshooting
- Hardware installation and upgrades
- Data transfer, data erasure and hardware disposal
- General technical support and advice
A full list of services is available on our website.
2. Service Appointments
Appointments may be carried out:
- At your home or business premises
- Remotely (where appropriate)
- At our workshop (if agreed in advance)
We will make every reasonable effort to arrive at the agreed time. In rare cases where delays occur, we will notify you, if practical, as soon as possible.
3. Customer Responsibilities
You agree to:
- Provide accurate information about the issue
- Ensure safe access to equipment and premises
- Back up important data before work begins (unless you request backup services)
- Provide valid software licences, passwords or access details where required
We are not responsible for data loss where no backup has been performed.
4. No Fix – No Fee
Our No Fix – No Fee policy applies unless:
- The issue relates to virus/malware removal
- The device is a laptop, netbook or portable device
- The work involves data recovery
- The issue relates to broadband or internet connectivity
- We diagnose the issue but cannot proceed due to missing software/licences
- You choose not to continue after diagnosis
In these cases, charges apply for time spent.
5. Pricing & Payment
Our pricing structure is published on our website and may vary depending on distance from Sleaford.
- Minimum charge: 1 hour
- Part‑hours billed in 30‑minute increments
- No call‑out fee
- Parts charged separately
Payment methods accepted:
- Cash
- Bank transfer
- Cheque (with valid debit card)
- PayPal (+10% fee)
- Business invoice (14 days net)
Late payments may incur finance charges and interest as permitted by law.
6. Parts & Hardware
Where parts are supplied:
- All parts remain the property of Henton’s Computer Services until paid in full
- Warranty terms vary depending on the manufacturer
- We are not responsible for defects caused by misuse, accidental damage or third‑party interference
7. Liability
We take great care when working on your equipment, but we cannot be held liable for:
- Pre‑existing faults or damage
- Data loss where no backup was performed
- Issues caused by incompatible, faulty or unsupported hardware/software
- Loss of business, revenue or consequential damages
Our liability is limited to the cost of the service provided.
8. Data Protection
We handle all personal data in accordance with the UK GDPR and the Data Protection Act 2018.
For full details, please see our Privacy Policy and GDPR Compliance Statement.
9. Warranty on Workmanship
We guarantee our labour for 7 days from the date of service.
This does not cover:
- New faults unrelated to the original issue
- Any reoccurrences of original issue
- Issues caused by user actions, software changes or third‑party work
- Hardware failure
10. Cancellations
If you need to cancel or reschedule an appointment, please notify us as soon as possible.
Repeated cancellations may result in refusal of future service.
11. Termination of Service
We reserve the right to:
- Decline work
- Withdraw services
- Terminate an agreement
This may occur if payment terms are not met, if abusive behaviour is displayed, or if continuing work is deemed unsafe or unreasonable.
12. Governing Law
These terms are governed by the laws of England and Wales.
Any disputes will be handled under the jurisdiction of the courts of England and Wales.