The content of the pages of this website is for your general information and use only. It is subject to change without notice.

Our services are provided to assist you with your home and home office tech needs, including but not limited to troubleshooting, repairs, setups, and consultations.

The content, layout, design, data, graphics and products within this website are protected by copyright and intellectual property laws and are the property of TivvyTech unless otherwise stated.

You agree to use this website only for lawful purposes and in a way that does not infringe the rights of, restrict or inhibit anyone else's use and enjoyment of the website.

Misuse of the website or services, including, without limitation, hacking, introduction of viruses, or malicious software is strictly prohibited.

Information on this site is provided for informational purposes only. Detailed advice and support is provided as part of our services upon engagement.

When providing services, we may require access to your hardware, software, and potentially sensitive information including passwords and license information, which will be handled as outlined in our Privacy Statement.

We strive to maintain transparency and fairness in our pricing structure. Below is a detailed explanation of our charges for tech support services, ensuring you have all the information needed before we begin our work.

Service Charges

The first hour or part thereof of any call-out is charged at £48. This is to cover the comprehensive assessment and any immediate work that can be conducted within the first hour.

Subsequent time spent on service will be charged at £44 per hour. To ensure fairness and accuracy in billing, we pro-rate additional time to the nearest 15 minutes. This means you only pay for the time we actually spend working on your tech needs.

Collection and Delivery

We offer free collection and delivery of devices within a 5-mile radius of Tiverton, UK (EX16 5DN). This is part of our commitment to provide convenient service to our local community.

For locations beyond the 5-mile radius, we charge a mileage fee of 45p per mile for both the outgoing and return trip. This covers the additional travel costs incurred while ensuring we can offer our services to a wider area.

Quotations for Other Services

Some services may require a unique approach or entail more complex solutions. These will be individually quoted to ensure you receive a tailored service that meets your specific needs.

For detailed information on charges for specific services, please refer to our FAQ section. Where applicable the service is outlined with example costs, giving you a clear understanding before we proceed.

We believe in clear communication and no surprises when it comes to billing. If you have any questions or require a quotation for a specific service, please don't hesitate to contact us. Our goal is to provide you with high-quality tech support that offers true value for your investment.

Payment for our services is required upon completion of the work, We believe in transparency and the quality of our work, ensuring you only pay for services once they are completed.

Deposits for Complex Services

For more complex or time-consuming tasks, a deposit may be required to secure your booking and cover initial costs.

These situations are relatively rare and will be fully documented and agreed upon with you before any work commences. We are committed to clear communication and no surprises.

At TivvyTech we aim to provide flexible and fair terms for both our clients and our team. Understanding that plans can change, we've outlined our cancellation policy below to ensure clarity and mutual agreement in our service provision.

Cancellation by Us

No charge will be made for services cancelled by us. Reasons for cancellation by us include, but are not limited to:

Unforeseen Circumstances: Situations such as emergencies, severe weather conditions, or sudden illness can lead to the unavoidable cancellation of an appointment.

Technical Limitations: Discoveries of technical limitations or the unavailability of necessary parts or tools may also necessitate a cancellation if we believe we cannot provide the service to our standard of quality.

Safety Concerns: We reserve the right to cancel services if performing the job poses a risk to the safety of our technicians or violates legal or ethical standards.

Notification

In the event of a cancellation by us, we will notify you as soon as possible. We understand the inconvenience this may cause and will make every effort to communicate promptly and clearly.

Cancellation by Client

If you need to cancel a scheduled service, please notify us as soon as possible. While we understand that unforeseen circumstances can arise, we appreciate early communication to adjust our schedule accordingly.

Clients may cancel any requested services at any time. However, please be aware that cancellation of any work in progress may incur charges for the work completed up to the point of cancellation. Additionally, should there be any client items in our possession at the time of cancellation, their return will be arranged in accordance with our standard charges for Collection and Delivery as outlined in our terms.

This policy ensures fair compensation for work undertaken and resources allocated prior to cancellation, while also providing clear guidance on the process for the return of any client items.

Refunds

Refunds for services rendered will only be considered on a case-by-case basis. Our goal is to ensure your satisfaction with the services provided. If for any reason you are not satisfied, we ask that you contact us to discuss the situation. We will review each case thoroughly to determine the appropriate course of action, whether it be a full or partial refund, or an alternative resolution.

We value your business and trust in our services. This policy is designed to provide clear expectations and help us continue offering high-quality tech support to all our clients. If you have any questions or need further clarification regarding our cancellation policy, please don't hesitate to reach out to us.

TivvyTech will not be liable for any direct, indirect, incidental, consequential, or exemplary damage arising from the use or inability to use our services or website.

Data Loss Risk

In the course of upgrading or repairing computers and other electronic devices, there exists a risk, albeit small, that data such as photos, passwords, documents, multimedia files, application settings, licenced operating system and application software or emails may be inadvertently lost. At TivvyTech, we employ comprehensive measures and best practices to mitigate the risk of data loss and safeguard your valuable information.

Customer Responsibility

We emphasise that the responsibility for data backup rests with you, the customer. Ensuring that all critical data is securely backed up prior to any service commencement is crucial. While we are committed to preserving the integrity of your data, TivvyTech must clarify that we cannot assume liability for any data loss that may occur during our service provision.

Backup Assistance

Understanding the importance of data backup, we are pleased to help with data backup processes. Should you require help in securing your data before we begin our work, please inform us. This service is designed to provide you with peace of mind and to further protect your electronic information against potential loss.

Acknowledgment

By agreeing to our services, you acknowledge the inherent risks of data loss during repair or upgrade activities and accept the responsibility for backing up your data and maintaining copies of of your licenced software and associated keys/authorisations. You also acknowledge that TivvyTech will not be held liable for any data/software loss that might occur, despite our best efforts to prevent such an outcome.

We are here to assist you in every way possible, including offering support for data backup to ensure your information remains safe. If you have any questions or concerns regarding this limited liability agreement or our backup assistance service, please do not hesitate to contact us.

We reserve the right to amend these terms and conditions at any time. Any such changes will be binding and effective immediately upon posting on the website.

These terms and conditions are governed by and construed in accordance with the laws of England and Wales.

If you have any questions about these terms and conditions, please contact us

By using our website and services, you acknowledge that you have read and agree to these terms and conditions.

This document was last updated on 24th February 2024.