Last updated 3 November 2026
The short version
If we didn't fix it and we said we would, you don't pay for it. If you've paid for a plan you haven't used, tell us and we'll sort it out.
Support work
If we complete a job and the original problem comes back within 14 days for the same reason, we'll fix it again at no charge.
If we can't fix the problem at all, you pay only the diagnostic fee we agreed before starting — not the full job. Where we've quoted a fixed price and then can't deliver it, we refund what you've paid for that work.
We can't refund work that was completed as agreed simply because you've changed your mind about wanting it.
Support plans
You can cancel a plan at any time from your account. Cancelling stops the next payment; it doesn't refund the current period, and you keep your plan benefits until that period ends.
If you cancel within 7 days of your first payment and haven't used any plan benefits, we'll refund that payment in full.
If you've paid for a plan and we've been unable to provide the service — because we couldn't take the work on, or we got something badly wrong — we'll refund the unused portion of the period.
Hardware and parts
Parts we supply carry the manufacturer's warranty, which we'll help you claim. Parts that have been installed and used can't be returned for a change of mind.
Payments made in error
Sent us the wrong amount, or paid twice? Email us with your payment reference and we'll return it, usually within two business days.
How to ask
Email us with your payment reference and what went wrong. We'll respond within 2 business days and aim to resolve it within 10.
Your legal rights
This policy sits alongside your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, and doesn't replace them. If something we supplied fails to meet a consumer guarantee, you're entitled to a remedy under that Act regardless of what this page says.