Terms & Conditions

1. About These Terms

These Terms & Conditions apply to enquiries, bookings and services arranged through the AVVA INFRA website. By using this website or requesting a service, you agree to the terms that apply to your use of the website and the services you purchase.

Where a separate written quotation, service agreement or maintenance plan is agreed with you, that document should be read alongside these terms. If a specific written agreement expressly differs from these terms, the agreed provision will apply to the extent of that difference.

If you do not agree with these terms, please do not submit a service request or proceed with a booking.

2. Our Services

AVVA INFRA provides IT support and maintenance services for businesses. Depending on availability, service requirements and the arrangements agreed with you, services may include:

• IT system health checks.
• Software updates and maintenance.
• Computer equipment maintenance.
• Technical fault diagnosis.
• Ongoing IT maintenance plans.

The exact work included in a service depends on the service description, any quotation provided and the scope confirmed before work begins. Additional work that falls outside the agreed scope may require a separate quotation and your approval.

We may decline or recommend an alternative arrangement where a request falls outside our capabilities, requires specialist support, presents an unreasonable security risk or cannot be completed with the information and access available.

3. Enquiries and Appointment Confirmation

When submitting an enquiry, you must provide accurate contact details and sufficient information for us to understand the assistance required.

We will review your request and, where appropriate, contact you to discuss the service scope, availability, any relevant access requirements and the applicable price.

An appointment is confirmed only after we have communicated acceptance of the request and confirmed the relevant arrangements with you. An automated acknowledgement or successful display of a website confirmation message should not, by itself, be treated as confirmation unless it expressly states otherwise.

We may ask for further information before confirming an appointment. Appointment times remain subject to availability until confirmation has been provided.

4. Prices and Quotations

Prices displayed on the website are intended to describe the relevant service and its advertised price. The applicable price and the work included will be confirmed before you commit to the service.

Unless expressly stated otherwise, a price does not automatically include additional work, replacement hardware, third-party software licences, paid subscriptions, specialist recovery services or other expenses outside the agreed scope.

If a fault or additional requirement is discovered during diagnosis, we will explain the proposed additional work and any additional charge before proceeding with that work, except where you have already expressly authorised it under an agreed arrangement.

Quotations are based on the information available when they are prepared. If the requirements change materially, the quotation may need to be reviewed before work continues.

5. Payment Terms

AVVA INFRA follows a confirmation-first booking process. You submit your enquiry, we review and confirm the proposed appointment and service scope, and we then contact you separately with the available payment method and payment instructions.

• Submitting an enquiry does not itself require an upfront payment.
• Payment arrangements will be communicated after the relevant service or appointment has been confirmed.
• You should use only the payment instructions provided through an authorised AVVA INFRA communication.
• Any deposit, payment deadline, recurring charge or other payment condition must be communicated and agreed before it applies.

For ongoing maintenance plans, the billing frequency, plan scope, renewal arrangements and cancellation terms will be explained as part of the plan agreement.

We will not treat an uncommunicated payment condition as agreed. If payment is overdue under an agreed arrangement, we may pause further work after giving appropriate notice, subject to applicable law and any existing contractual obligations.

6. Your Responsibilities

To help us provide the service safely and efficiently, you agree to:

• Provide accurate information about your systems and the problem reported.
• Ensure you have the authority to request work on the relevant devices, accounts, networks and business systems.
• Arrange appropriate access to equipment, systems and premises where required.
• Maintain appropriate backups of important business information before maintenance, updates or diagnostic work.
• Tell us about relevant security restrictions, known faults, licensing requirements or operational risks.
• Ensure that any credentials or access permissions you provide are authorised and can be used lawfully.

We may need to postpone or limit work if required access, information, permissions or safety arrangements are unavailable.

7. Service Delivery and Technical Limitations

We will use reasonable care and skill when providing agreed services. The time needed to complete work depends on the nature of the fault, the condition of the equipment, system access and other relevant circumstances.

Unless expressly agreed in writing, estimated completion times are estimates rather than guaranteed deadlines. We will communicate material delays where reasonably practicable.

Technical diagnosis may identify a likely cause without establishing that every underlying issue has been resolved. Some faults require further investigation, replacement parts, third-party assistance or work beyond the original service scope.

We cannot guarantee uninterrupted operation of your systems, that every fault can be repaired, or that a third-party product or service will remain available or function without defects.

8. Software, Equipment and Third-Party Services

Some work may involve software, hardware, cloud platforms, internet providers or other products and services supplied by third parties. Their availability and terms may be outside our control.

You remain responsible for maintaining valid software licences, subscriptions and permissions unless we have expressly agreed otherwise in writing.

We will not install unlicensed software or knowingly undertake work that requires access or permissions you are not authorised to provide. Third-party fees, replacement components and external service charges must be agreed before they are incurred on your behalf.

9. Data, Security and Backups

IT maintenance and troubleshooting can involve changes to system settings, software, files or equipment. Although we will take reasonable care, technical work can carry a risk of interruption, data loss or unexpected behaviour.

You should maintain current and tested backups of important data before work begins. Unless a backup or recovery service is expressly included in the agreed scope, you remain responsible for arranging and verifying those backups.

You must not provide personal information, passwords or confidential business data beyond what is reasonably necessary for the service. Where access credentials are required, use an appropriate secure method and revoke or change temporary access when it is no longer needed.

We will handle personal information in accordance with our Privacy Policy.

10. Changes, Cancellations and Refunds

If you need to change or cancel an appointment, please contact us as soon as reasonably possible. Changes are subject to availability and may require a new appointment time or an updated service agreement.

Your cancellation rights, applicable refund arrangements and any relevant rules for services that have already started are explained in our Cancellation & Refund Policy.

Where consumer cancellation rights apply, nothing in these terms removes or restricts those rights. If you ask us to begin a service during a statutory cancellation period, any required request, acknowledgement and applicable payment consequences will be handled in accordance with the law.

If we need to reschedule or cancel a confirmed appointment, we will contact you and discuss an alternative arrangement or any refund due under the applicable agreement and law.

11. Monthly Maintenance Plans

Where you purchase a monthly maintenance plan, the services covered, support arrangements, billing frequency, exclusions and any service limits will be set out in the plan details provided to you.

A monthly plan does not include unlimited work or guarantee immediate availability unless this has been expressly agreed in writing. Work outside the agreed plan scope may be quoted separately.

Cancellation, renewal and any final billing arrangements will follow the plan agreement and our Cancellation & Refund Policy, subject to applicable statutory rights.

12. Website Use

You must use this website lawfully and must not attempt to disrupt its operation, gain unauthorised access to systems, introduce malicious code or use the website to submit fraudulent or misleading requests.

Website information is provided to help you understand our services. It is not a substitute for an assessment of your particular systems or requirements. Service availability and published information may change, subject to any contractual commitments already agreed with you.

We may update website content, correct errors or temporarily suspend website features for maintenance or security reasons.

13. Intellectual Property

Unless otherwise stated, the text, design, branding and other materials on this website are owned by or used with permission by their respective rights holders.

You may access and use the website for your own legitimate business enquiries. You must not reproduce, distribute or commercially exploit website materials without the relevant permission, except where permitted by law.

Ownership and permitted use of any reports, documentation, procedures, configurations or other deliverables created as part of a paid service will be governed by the relevant written agreement and applicable law.

14. Liability

Nothing in these terms excludes or limits liability where it would be unlawful to do so. This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, and any consumer rights that cannot lawfully be excluded or limited.

Subject to the preceding paragraph, we are responsible for losses that are reasonably foreseeable consequences of our breach of contract or failure to use reasonable care and skill.

To the extent permitted by law, we are not responsible for losses caused by inaccurate information or unauthorised instructions supplied by you, third-party outages beyond our reasonable control, pre-existing faults, or your failure to maintain appropriate backups where we have advised that backups are necessary.

Nothing in this section removes any responsibility that the law requires us to retain. Any limitation applicable to a business customer will be interpreted subject to the relevant legal rules, including applicable controls on unfair contract terms.

15. Events Outside Our Reasonable Control

We will not be treated as having breached these terms to the extent that performance is prevented or materially delayed by circumstances beyond our reasonable control, such as major network outages, widespread service interruptions, severe weather, emergencies or actions by relevant third-party providers.

We will take reasonable steps to minimise the impact and communicate significant delays where practicable. This section does not remove any rights or obligations that cannot lawfully be excluded.

16. Privacy and Cookies

Personal information submitted through the website or in connection with a service enquiry will be handled in accordance with our Privacy Policy.

Information about cookies and similar technologies is provided in our Cookie Policy. Your cookie preferences may also be managed through the consent controls made available on the website.

17. Complaints and Questions

If you have a concern about a service, appointment, charge or these terms, please contact us using the contact details published on the AVVA INFRA website. Please include your booking reference, if available, and a clear description of the issue so that we can review it.

We will consider complaints fairly and aim to respond within a reasonable period. Raising a complaint does not affect any statutory rights you may have.

18. Changes to These Terms

We may revise these Terms & Conditions to reflect changes to our services, website, operational arrangements or legal requirements. The current version will be published on this page.

Changes will not retrospectively alter an existing agreement where doing so would be unlawful. The terms applicable to a confirmed service will be considered alongside any specific agreement made with you.

19. Governing Law

These terms are governed by the laws of England and Wales, except where mandatory legal protections require otherwise.

Disputes will be subject to the jurisdiction of the courts of England and Wales, where legally applicable. Consumers who live in another part of the United Kingdom retain any mandatory rights concerning the courts or laws that apply to them.

20. Your Statutory Rights

If you are a consumer, you may have rights under applicable consumer protection legislation, including rights relating to services performed with reasonable care and skill. These terms do not affect statutory rights that cannot lawfully be excluded or restricted.

If any provision of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.