These Terms (“Terms“) govern (A) the supply of our remote‑technical‑support services and (B) your use of the easy‑it‑support.co.uk website. By booking a support session or accessing the website you agree to be bound by these Terms.

Important for consumers: You have a statutory right to cancel within 14 days of purchasing remote support. If you ask us to start work during that period you expressly waive the right to a full refund once the service is completed. See Clause 11.

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1  Definitions

• “We / us / our” – Exahertz Ltd (trading as Easy IT Support), company no. [insert], registered in England & Wales.
• “You / your” – the individual or organisation requesting remote‑support services or visiting our website.
• “Services” – ad‑hoc, pay‑as‑you‑go remote computer‑support, troubleshooting and advisory work delivered via Microsoft Quick Assist, AnyDesk or similar.
• “Session” – a single period of remote access commencing when a technician connects to your device and ending when the connection is closed.
• “Business customer” – a person acting wholly or mainly for purposes of their trade, business, craft or profession.
• “Consumer” – an individual acting wholly or mainly outside their trade, business, craft or profession.

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2  Contact details

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PART A — Service Terms & Conditions

3  Booking a Session

3.1 You may request a Session by phone, email or the online booking form. We will confirm availability and send you a link to initiate remote access.

3.2 A legally binding contract is formed when you accept our quotation (via email, chat or the booking form) and we place a pre‑authorisation hold on your payment card for up to four half hour slots (£96) (see Clause 6). We will email you a confirmation of the pre‑authorisation.

4  No Fix‑No Fee Guarantee

4.1 If we are unable either to rectify the reported issue or to provide a clear diagnosis and recommended next steps, we will not capture payment for that Session (“No Fix‑No Fee”).

4.2 The guarantee does not apply where:

• you refuse to allow sufficient diagnostic time;
• the fault is intermittent and cannot be reproduced during the Session;
• your hardware or internet connection prevents completion of diagnostics;
• you decline to follow our recommendations (e.g. replace faulty hardware, reinstall OS);
• the work requested is outside the agreed scope (e.g. data recovery from physically damaged drives).

4.3 If we have already captured funds in error, they will be refunded to the original payment method within 3 working days.

5  Your responsibilities

5.1 You confirm that you:

• are the owner or have permission to allow remote access to the device;
• have made a recent backup of important data;
• will not request assistance with any unlawful activity.

5.2 You must maintain an internet connection suitable for remote access throughout the Session.

6  Fees, payment & cancellation

6.1 Our standard rate is £24 per 30‑minute block (inclusive of VAT unless stated otherwise). Time is rounded up to the next whole block.

6.2 Pre‑authorisation model:

• When you book a Session we place a temporary pre‑authorisation hold on your card via Stripe for up to four half‑hour slots (£96).
• After the Session completes we capture funds equal to the actual time used (rounded up to the nearest half‑hour). If the Session runs beyond two hours (four half‑hour slots) we will pause, obtain your consent and create a further hold before continuing.
• If the Session finishes at less than the authorised amount we capture only the amount due and any unused balance of the hold is released by your bank (typically within 7 days, but this varies by issuer).

6.3 You can read more about the hold‑initiation process on our Payment Information page.

6.4 Consumers: Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have a 14‑day “cooling‑off” period. By requesting an immediate Session you expressly waive the remaining cooling‑off period once the service is fully performed.

6.5 If you cancel before a technician connects, we will release or void the pre‑authorisation and no funds will be captured. If you cancel after work has begun but is not complete, we may capture a proportionate amount for the work already performed.

7  Refunds

7.1 Refunds under the No Fix‑No Fee guarantee will be processed automatically (see Clause 4).

7.2 For other refunds please email billing@easy‑it‑support.co.uk stating your booking reference; we aim to process valid claims within 5 working days.

8  Limitation of liability

8.1 Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot legally be excluded.

8.2 Subject to 8.1, we are not liable for:

• loss of data, profits, revenue, or business interruption;
• indirect or consequential loss;
• any amount exceeding the total fees paid for the relevant Session.

8.3 You acknowledge that computer systems can fail and agree to keep adequate backups.

9  Software licensing & third‑party terms

We may install or configure third‑party software during a Session. You are responsible for ensuring you hold valid licences. Third‑party licence terms may apply.

10  Data protection

We process personal data in accordance with our Privacy Notice. Remote‑support tools transmit session metadata; screen images may be recorded for quality assurance.

11  Complaints & ADR

If you are unhappy, please email complaints@easy‑it‑support.co.uk. We will investigate and respond within 10 working days. If you are a consumer and we cannot resolve the dispute, you may refer it to Ombudsman Services – Communications (www.ombudsman‑services.org) once you receive our final response.

12  Force majeure

We are not liable for failure to perform due to events beyond our reasonable control (e.g. power outage, ISP failure, epidemic, acts of God).

13  Amendment of Terms

We may update these Terms occasionally; changes take effect when posted on our website and apply to Sessions booked thereafter.

14  Severability

If any provision is held invalid, the remainder will remain in effect.

15  Governing law

These Terms are governed by the laws of England & Wales. The courts of England & Wales have exclusive jurisdiction, except that consumers resident elsewhere in the UK or EU may bring proceedings in their local courts.

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PART B — Website Terms of Use

16  Permitted use

16.1 You may browse the site and print or download extracts for your personal, non‑commercial use provided you do not modify the materials.

16.2 You must not:

• reproduce or distribute site content for commercial purposes without our written consent;
• interfere with the site, introduce malware or attempt unauthorised access;
• rely on any free advice or blog articles as professional or legal advice—use at your own risk.

17  Intellectual property

All text, graphics, logos and code on this site are © Exahertz Ltd or its licensors. Microsoft, Windows, AnyDesk and all other third‑party trademarks remain the property of their respective owners.

18  External links

Links to third‑party websites are provided for convenience only; we are not responsible for their content or availability.

19  Disclaimers

The website is provided “as is” without warranties of any kind. To the extent permitted by law we exclude all liability arising from reliance on information published on the site.

20  Accessibility

We aim to conform to WCAG 2.1 AA. If you encounter barriers please contact us and we will provide the information in an accessible format.

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