We believe in being clear and up-front about how our services work, so we ask that you read this section carefully. By booking a service with us you agree to the following terms:

We will confirm your booking by email or telephone prior to attending your premises or beginning a remote callout.

All callouts are charged at an hourly rate, unless a promotion fixes part or all of the price. The price we offer you does not include any parts or software, and for on-site callouts you will be charged a distance based supplement if you’re outside of our coverage area (we’ll advise you of this when we confirm your booking). We reserve the right to revise our coverage area at any time, without notice, or deny service if we deem it commercially unviable.

A minimum charge, equal to the first two hours of a callout, will apply to all on-site callouts. After that, charges are rounded up to the nearest half hour. In the case of an on-site callout, all charges are due before we depart your premises and payment can be made by credit/debit card, bank transfer or cash. Someone over the age of 18 must be present at all times during an on-site callout.

For remote (online) callouts, a one hour minimum charge applies. In the case of a remote callout, all charges are due within 7 calendar days of the session. Payment can be made by credit/debit card or bank transfer.

If we, at our sole discretion, agree to bill you on invoice terms, you must make payment by the due date shown on the invoice (which is typically 14 days from the date of the callout).

Failure to make payment by the stated due date for any service will accrue an administration charge of £30 and the total balance will be subject to statuatory interest at the legally permissible rate (Bank of England base rate + 8%) until the balance is settled in full. Interest will be accrued daily.

Callout charges are based on the time taken to complete the service, not the service objective (unless otherwise agreed in a written quotation). While we make every effort to keep our services as quick and efficient as possible, in some cases, they may take longer than originally proposed or estimated due to circumstances outside of our control, such as:

• Hardware failure or obsolescence;
• Required software patches including operating system upgrades;
• Slow internet connections for downloading necessary software or resources;
• Electricity or internet outages;
• Damaged recovery media provided by the customer.

We’ll keep you in the loop if we think additional parts or labour are likely to be required, so you can decide how you would prefer to proceed. At any time during a callout, you may ask for the current amount due and settle outstanding charges in full in order to conclude the service.

If we can’t repair your device due to hardware failure that is not viable to repair or because you choose not to continue with a service, you will still be charged for all time accrued up to that point.

Refunds are not provided for callouts once the scheduled service has started.

We appreciate that it is sometimes necessary to reschedule or cancel a callout – please call or email us if you need to. For on-site callouts, if you make a cancellation less than 24 hours prior to the agreed appointment time, you will be charged £40, regardless of whether the service is rescheduled. For all callouts, if you make a cancellation less than 4 hours prior to the agreed appointment time or fail to be present at the agreed location and time, you will be charged £100 (or the minimum charge for the callout, as defined above, whichever is smaller), in addition to any quoted distance based charge. You will not be eligible to schedule any further callouts until any charges in this section are settled.

Our services are not currently subject to VAT (Value Added Tax). Alex Ward Web Services (Cotswold Callouts) is covered by public liability insurance for services performed.

These terms are governed by English law.