Support Plan Terms

These terms apply if you take out one of our support plans. They are written to be read, not to catch you out. If anything is unclear, ring 07775 580371 and we will explain it before you sign up.

1. Who you are contracting with

IT Surgery is a trading name of IT Solution Architecture Limited, a company registered in England and Wales (company number 12066050), VAT registration number 325 6309 11. Contact: Help@ITSurgery.me or 07775 580371.

2. What your plan covers

The features listed on the support plans page form part of these terms. In summary:

• Response time. We aim to respond by the next working day. Working hours are Monday to Friday, excluding bank holidays. We are a small local business, not a 24-hour service.
• Remote support is provided over Microsoft Teams during working hours.
• On-site visits. Standard business plans include up to two visits a month. Beyond that, and on all other plans, on-site work is charged at your plan's reduced hourly rate.
• Unlimited quick questions (home plan) means short questions by phone, WhatsApp or email — typically answered in a few minutes, such as checking whether an email is a scam. Anything needing hands-on work, diagnosis or a visit is chargeable at your plan rate.
• Annual health check (home plan) is one visit or remote session per twelve months of continuous subscription.

3. What is not included

• Hardware, parts, consumables and third-party software licences. These are quoted separately and always agreed with you first.
• Work outside working hours, unless separately agreed.
• On-site visits outside Penarth, Barry, Cardiff and the surrounding Vale of Glamorgan. Remote support is available anywhere in the UK.
• Recovering data where no working backup exists — we will always try, but cannot promise a result.

4. Prices, VAT and billing

• Business plans are priced per user per month and exclude VAT. Home plan prices include VAT. VAT is shown separately on every invoice.
• Plans are billed monthly in advance by Direct Debit, collected through GoCardless. You will be told the amount and date in advance of each collection, and you are protected by the Direct Debit Guarantee.
• Business plans are charged on the number of people covered. Tell us when that changes and we will adjust your next invoice.
• Introductory prices apply until 31 October 2026. From 1 November 2026 the standard prices shown on each plan apply.
• We will give you at least one month's written notice of any other price change. If you do not wish to accept it, you may cancel before it takes effect.

5. If a payment fails

If a Direct Debit fails we will contact you and try again. If payment remains outstanding after 14 days we may pause your plan until it is settled. We will always tell you before doing so, and we will not leave you stuck in the middle of a problem we are already working on.

6. Cancelling your plan

You can cancel at any time by giving us one month's notice — by phone, WhatsApp, email or letter. Your plan runs to the end of that notice period. We do not charge a cancellation fee and there is no minimum term.

We may cancel your plan by giving you one month's notice. If we do, we will refund any part of the month you have paid for but not used.

7. Your 14-day right to cancel (home customers)

If you are a consumer and you signed up by phone, online or anywhere other than at our premises, you have a legal right to cancel within 14 days of agreeing the plan, for any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This is in addition to the notice rights above.

• To cancel, just tell us — phone 07775 580371, WhatsApp, or email Help@ITSurgery.me. A simple message is enough; you do not need to give a reason or use any particular form.
• We will refund everything you have paid within 14 days of being told.
• If you asked us to start work during those 14 days and we did, we may keep a fair amount for what we actually provided. We will tell you the figure before deducting anything.
• This right does not apply to business customers.

8. Backups and your data

Please keep your own backups of anything you cannot afford to lose. We will help you set backups up and check them where your plan includes it, but we are not responsible for data that was not backed up, and no engineer can guarantee data survives a hardware failure.

How we handle your personal information is set out in our privacy policy.

9. Our responsibility to you

We will carry out our work with reasonable care and skill, as the law requires. If we get something wrong, we will put it right.

We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be excluded. Otherwise, our liability in any twelve-month period is limited to the amount you paid us for your plan in that period. We are not liable for business losses such as lost profits or lost revenue — these terms are intended for small businesses and households, not for customers relying on us for business-critical continuity, and if that is what you need please talk to us so we can quote for it properly.

Nothing here affects your statutory rights. If you are a consumer, any term found to be unfair under the Consumer Rights Act 2015 will not apply.

10. Complaints

If something is not right, please tell us — call 07775 580371 or email Help@ITSurgery.me. We would much rather hear about it and fix it. We will acknowledge your complaint within two working days and aim to resolve it within fourteen.

11. General

• These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland you may bring proceedings in your own courts.
• If any part of these terms is found not to apply, the rest still stands.
• These terms were last updated in July 2026.