LEGAL
Booking terms
Last updated: November 2026 · Summary of standard terms; the signed quote or agreement takes precedence.
Quotes and scope
Every job outside a plan is quoted in writing, with the scope, time and price. Work beyond the agreed scope is done only after you approve it.
Monthly plans
Plans are billed in advance, monthly, by number of workstations. A plan has no minimum term; you end it with one month’s notice. Remote help in business hours has no hour counter; if an office needs about twice the help its plan assumes for two months running, we suggest the right plan, with nothing charged retroactively. Licences (EDR, Microsoft 365 backup, monitoring) are listed in the quote at cost.
Before a visit
You provide access to the office at the agreed time, a contact person, and admin access to the systems we look after, granted by you and revocable at any time.
Cancellations and failed visits
Cancelling less than 24 hours before a visit: 50% of the visit minimum. No access to the office at the agreed time: the visit minimum.
Equipment and licences
You buy equipment and licences in your company’s name. If we buy them for you, they are charged at cost plus a 10% handling fee, with the supplier’s invoice attached.
Acceptance and payment
A job summary is accepted when you confirm it, or if you raise no objection within two business days. Invoices are due within 14 days; the first single job is prepaid. All prices are net, plus VAT.
Complaints
If something in a summary or invoice is wrong, write to us within 14 days. We reply within five business days, and the same fault fixed within the last 14 days is put right at no extra charge.
Liability
Liability is capped as set out in the quote or agreement. General and professional liability insurance is in place before we first access your systems.
Not offered
Software development, support for industry software (we help you deal with the vendor), repairs of personal devices, electrical work and in-wall cabling, formal security audits and certification, and 24/7 support. Data center and server room work is done by ByteHands.