Terms & Conditions

Last updated: March 2026

These Terms and Conditions govern the provision of IT support services by The IT Guy MK (“we”, “us”, “our”) to clients (“you”). By booking a service or engaging us, you agree to these terms.

1. Services

We provide IT support services including remote sessions, hardware upgrades, and on-site callouts. The specific scope of each service is as described on our website at the time of booking. All prices are in GBP and include VAT where applicable.

2. Booking & Deposits

  • All bookings require a deposit to be paid at the time of booking via Stripe or PayPal
  • Deposit amounts are shown for each service on our pricing page
  • Your deposit is deducted from the total amount due upon completion of the service
  • Your booking is only confirmed once the deposit has been successfully processed
  • We will confirm your booking by email within a few hours of receipt

3. Cancellation & Refund Policy

  • Cancellation with more than 24 hours notice — full deposit refund
  • Cancellation with less than 24 hours notice — deposit is non-refundable
  • No-show — deposit is non-refundable
  • Cancellation by us — full deposit refund within 5 business days
  • Refunds are processed to the original payment method within 5–10 business days

To cancel, please email info@theitguymk.co.uk with your booking reference.

4. Your Consumer Rights (UK Domestic Customers)

If you are a domestic (non-business) customer based in the United Kingdom, you have additional legal protections that these terms do not override:

  • Consumer Rights Act 2015 — our services must be carried out with reasonable care and skill, within a reasonable time, and at a reasonable price where no price was agreed upfront. If we fall short of this, you may be entitled to a repeat performance or a price reduction.
  • Consumer Contracts Regulations 2013 — where a contract is agreed at a distance (e.g. online or by phone) or off-premises (e.g. at your home), you have a 14-day right to cancel before the service begins. If you request that work starts within that 14-day window, your right to cancel may be reduced or lost once the service is fully performed.
  • Consumer Protection from Unfair Trading Regulations 2008 — we will not use misleading or aggressive sales practices. All descriptions of our services are accurate to the best of our knowledge.

Nothing in these terms affects your statutory rights as a UK consumer.

5. Remote Support Sessions

  • Remote sessions require a stable internet connection on your end
  • You must remain present and available throughout the session
  • You grant us temporary, supervised access to your device solely for the purpose of the booked service
  • You can terminate the remote session at any time
  • We will never access your device without your explicit consent and presence
  • Session recordings may be taken for quality and billing purposes — you will be informed if this applies

6. Hardware Services

  • Drop-off hardware services are carried out in Milton Keynes
  • We take all reasonable precautions to protect your data, including taking a full backup before any work begins
  • We cannot be held liable for pre-existing faults or data loss caused by hardware failure during a service
  • Parts quoted separately are sourced at cost price — you will receive a written quote before any parts are purchased
  • You will be notified and required to approve any additional work or cost beyond the original scope

7. On-Site Callouts

  • On-site callout fees cover travel and the first hour of work
  • Additional hours are billed at the published rate, with your agreement, before work continues
  • We cover Milton Keynes, Northampton, and the surrounding towns listed on our website
  • Travel outside these areas may incur additional charges agreed in advance

8. Commercial & Enterprise Engagements

  • All commercial project work is subject to a separate Statement of Work agreed in writing
  • Day rate and project pricing is as quoted individually — published rates are indicative guides only
  • Invoices are payable within 14 days of issue unless otherwise agreed in the Statement of Work
  • Late payment may incur interest under the Late Payment of Commercial Debts Act 1998

9. Liability

We carry Professional Indemnity insurance. Our liability to you is limited to the amount paid for the specific service in question. We are not liable for:

  • Indirect or consequential losses including lost profits or business interruption
  • Data loss caused by pre-existing hardware faults or failure
  • Third-party software or service failures outside our control

Nothing in these terms limits our liability for death, personal injury, or fraud.

10. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

11. Changes to These Terms

We may update these Terms from time to time. The current version will always be available at this page. Continued use of our services after changes constitutes acceptance of the updated Terms.

12. Contact

The IT Guy MK
Milton Keynes, Buckinghamshire
Email: info@theitguymk.co.uk