Booking Policy
This policy explains how to request an IT support appointment, what happens after you submit your details and how service and payment arrangements are confirmed. We aim to keep the process clear, practical and straightforward from the first enquiry.
1. How to Make a Booking
You can submit a booking enquiry through the appointment form on our website. Please provide accurate contact details, select the service you require and enter your preferred appointment date.
You may also include a short description of the issue or the type of assistance required. This helps us understand your request and determine whether the selected service is suitable.
Submitting the form is a request for an appointment, not a guarantee that the appointment has been accepted. Your booking becomes confirmed only after we have reviewed your request and communicated confirmation to you.
2. Booking Confirmation
After receiving your enquiry, we will review the service requested, the preferred date and any information you have supplied. We may contact you if we need clarification before confirming availability.
Where an appointment can be offered, we will confirm the relevant details, which may include:
- The service to be provided and its agreed scope.
- The appointment date and expected time or duration.
- The applicable price or agreed service charge.
- Any preparation or access requirements relevant to the service.
- The payment arrangements and any other relevant terms.
If your preferred date is unavailable, we may suggest an alternative. You can decide whether to accept the proposed arrangement.
3. Payment Methods and Payment Timing
Payment is arranged after your booking enquiry has been reviewed and the appointment and service details have been confirmed. We will provide the applicable payment method and instructions separately when discussing or arranging payment.
How payment works
First, submit your appointment enquiry. We will then contact you to confirm the service details, availability and applicable price. Once the arrangement has been agreed, we will provide the available payment options and instructions separately.
The payment methods available may depend on the service arrangement. Please follow the instructions provided for your confirmed booking and check the agreed amount before making a payment.
Do not send payment card details, account passwords or other confidential payment credentials through the website enquiry form or ordinary email.
Unless we have expressly agreed otherwise, please wait for our confirmation and payment instructions before making a payment. Any applicable payment deadline will be explained when the arrangement is confirmed.
4. Services and Pricing
The service descriptions and prices shown on the website are intended to help you understand the available options. The final scope, price and expected duration will be confirmed before the service proceeds.
Some technical issues may require further investigation before the work involved can be fully assessed. If the requested work falls outside the agreed scope, we will explain the additional requirements and any revised price before carrying out the extra work.
We will not treat an unapproved change in scope as automatic acceptance of additional charges.
5. Customer Responsibilities
To help us prepare for your appointment, please:
- Provide accurate contact information and a clear description of the service required.
- Tell us about relevant equipment, software or access requirements before the appointment.
- Ensure that you are authorised to request work on the equipment or systems concerned.
- Make any agreed equipment or remote access arrangements available at the scheduled time.
- Back up important files before maintenance or troubleshooting where appropriate.
- Follow reasonable preparation instructions communicated before the appointment.
Please do not include passwords or unnecessary confidential information in the initial booking form. If access is needed to complete the service, we will discuss an appropriate way to arrange it.
6. Changing or Cancelling an Appointment
If you need to change or cancel an appointment, please contact us as early as possible using the contact details provided in your booking correspondence.
We will review your request and confirm whether an alternative appointment can be arranged. Any agreed changes to the service scope, timing or price will be communicated before the revised arrangement proceeds.
Cancellation charges, refunds and any applicable statutory cancellation rights are handled in accordance with our Cancellation & Refund Policy and applicable law.
7. Delays and Changes to Arrangements
If an unexpected issue affects the appointment, we will contact you as soon as reasonably possible. Where appropriate, we will discuss an alternative time or another practical way to proceed.
If we discover that the requested work requires more time or a different service from the one originally discussed, we will explain the position and seek your agreement before proceeding with additional work.
8. Remote Support and Equipment Access
Some services may be suitable for remote support, while others may require equipment to be available for inspection or maintenance. We will explain the intended service method when confirming the appointment.
You should only provide remote access when you understand what access is required and are comfortable proceeding. Please close unrelated documents and protect personal or business information that is not needed for the agreed task.
The availability and suitability of remote support depend on the reported issue, equipment, software and access arrangements.
9. Personal Information
Information submitted through a booking form is used to review your request, contact you, arrange the service and maintain relevant business records. Please provide only the information needed to deal with your enquiry.
Further information about how personal information is collected, used and retained is available in our Privacy Policy.
10. Questions About Your Booking
If you have questions about an appointment, the agreed service, payment arrangements or a requested change, please contact us using the details provided in your booking correspondence.
We will review your enquiry and explain the available next steps so that you can make an informed decision before the service proceeds.