About These Terms
These terms and conditions govern the provision of IT support and related services by Elliott-IT-Services, a sole trader based in Leatherhead, Surrey ("we", "us", "our"). By booking or using our services you agree to these terms.
These terms were last updated in July 2026. We may update them from time to time — continued use of our services after any update constitutes acceptance.
1. Our Services
Elliott-IT-Services provides remote IT support, cloud services, cyber security advice and related services to home users and small businesses in the UK. All services are delivered remotely via secure, encrypted remote desktop sessions unless otherwise agreed in writing.
We do not currently provide onsite visits. If a problem cannot be resolved remotely, we will advise you of this and suggest appropriate next steps.
2. Bookings & Appointments
Appointments can be booked online via our booking system or by contacting us directly by phone or email. A booking is confirmed once we have acknowledged it in writing or by phone.
We ask for at least 24 hours' notice if you need to cancel or rearrange a booked appointment. Cancellations with less than 24 hours' notice may be subject to a charge of up to one hour's labour at the applicable rate.
3. Pricing & Payment
Our standard rates are £50 per hour for home users and £75 per hour for business users, billed in 30-minute increments. We will agree the expected cost with you before commencing work.
Payment is due on completion of each remote session unless a prior arrangement has been agreed. We accept bank transfer and card payment. Invoices unpaid after 14 days may be subject to a late payment charge.
For larger projects or managed IT contracts, a written quote will be provided and agreed before work begins. We reserve the right to request a deposit for larger projects.
4. No Fix, No Fee
We operate a no fix, no fee policy for standard remote support sessions. If we are unable to resolve your issue during a session, you will not be charged for that session.
Where work has been completed — even partially — and you choose to end the session, the relevant proportion of time spent will be chargeable. We will always advise you honestly if a fix is not achievable remotely before committing to a session.
5. Liability
We take all reasonable care when providing remote IT support. However, IT work carries inherent risk and we cannot guarantee that all problems will be resolved or that no data loss will occur. We strongly recommend that you back up all important data before any remote support session.
Our liability for any loss or damage arising from our services is limited to the total fees paid for the specific session or project in which the issue arose. We are not liable for any indirect, consequential or economic loss.
Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.
6. Your Data & Privacy
During a remote support session, we access your device solely for the purpose of providing the agreed service. We do not copy, store or share your personal files or data without your explicit consent.
For details of how we collect and use your personal information, please see our Privacy Policy.
7. Intellectual Property
Any guides, scripts, documentation or tools we create specifically for your project remain your property once paid for. Our internal tools, processes and methods remain the property of Elliott-IT-Services.
8. Ending the Agreement
Either party may end an ongoing managed IT agreement with 30 days' written notice. For one-off remote sessions, either party may end the session at any time — charges apply for time already spent.
9. 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.
10. Contact Us
If you have any questions about these terms, please contact us:
📞 07414 880356
📧 [email protected]
Or use our contact form.