Support Terms and Conditions

Support Terms and Conditions

APPLICABLE LAW: Unless otherwise agreed, English law, with the English Courts having exclusive jurisdiction in relation to any claim, dispute or difference concerning the service and any matters arising from it.

I (Client) agree to pay Kensington IT to repair, analyse and troubleshoot my computer hardware at a rate of £75 per hour. Minimum charge is £40.00. Time will be billed to the nearest ¼ hour.

Our 4 hour package is £250 or £15.63 for each 15 min call – ask about it when you’re on the phone with us!

Payment is due prior to the remote call/workshop/house visit.

Payment of one hour or more may be secured using a credit card preauthorised using PayPal Here prior to the support call. You will see this as a charge on your credit card, but payment has not been completed until after the call is over. Kensington IT does not accept cheques.
Cash is welcome for in-store or home visits only.
Billing starts at the time of the appointment. Missed/cancelled appointments will be billed one full hour if not cancelled within 24 hours.

Although Kensington IT will endeavour to conduct all activities in a timely manner, I understand that troubleshooting issues may be a time-consuming process and agree to pay Kensington IT for troubleshooting time as necessary. If Kensington IT is requested to conduct further research on a specific issue, Client will not be billed for research time off-site, but will be billed for research time while at Client’s site/computer. Kensington IT reserves the right to recommend another IT company if the troubleshooting requires the assistance of another IT company to assist. Client will contract with the other IT company separately.

Kensington IT will install any free programs that you grant permission/ask us to install, while we always try to do our best with the installations, some free programs do not work on all computer systems. If we install a free program for you and you have problems with it, we will uninstall it, but will not give continued free support on the product. Regular bill rates apply.

I also certify that I will indemnify and hold harmless Kensington IT for any and all data or software that may be lost or erased, as well as for any consequence of the erasure or loss of that data or software. Although Kensington IT will take every precaution to preserve all data and software on the computer, I acknowledge that occasionally data loss will occur and/or software operation may be compromised. If I require training in backup methods and procedures, Kensington IT will provide that training to me at an additional rate of £75 per hour. I further agree to indemnify and hold harmless Kensington IT for any and all hardware or software malfunctions or accidents that may occur before, during or after work is performed on Client’s computer, and for any results thereof.

Virus Removals: I also certify that I will indemnify and hold harmless and will pay for added support to Kensington IT for any software repairs necessary after a virus has been detected and removed off a computer. Viruses in a computer can cause many problems, we cannot control what or how the virus affected the computer before our removal.

We have a 30-day guarantee on our virus/malware removals. If within 30 days you suspect you have an instance returning, please call us immediately. If after 30 days and you have a returned infection, we will discuss what AV products you purchased and decide on the best level of support. There is no guarantee or warranty that a virus will never get through any product either purchased by Kensington IT or any other brand you buy online or off the shelf.

Confidentiality Agreement: Any private information stored on your computer or viewed by our computer repair technicians during a remote support call will be held confidential unless required by law. Due to the requirements of the repair, if approved by you, the client we will back up your data to insure it’s integrity. This is done to ensure that a customer has all the files they need when a computer is returned after a restore. During a remote support call, the data is always backed up to the clients computer or external hard drive. We do not back up the data on Kensington IT servers. If requested, we will destroy any copies of your data immediately after the repair is complete. If requested, we will hold your data for 30 days. Any private or personal information provided to Kensington IT will be kept confidential.

Complaints: Complaints can be made by contacting Simon Kensington-Fellows at the 32 Drayton Road, Kettering, NN14 3BG.