Cancellation

1. Cancellation of any appointment must be advised to GOWL no later than 3 business hours prior to an appointment. GOWL reserves the right to invoice any Customer where cancellation occurs less than three hours prior to any appointment.

"No Fix No Fee" Policy

1. The ‘no fix no fee’ policy applies to home users only. The ‘no fix no fee’ does NOT apply to business users.
   
   
2. If the engineer can offer a solution but the customer chooses not to proceed then the customer will be charged for the time spent on site to that point.
   
   
3. If the engineer is only prevented from resolving a problem because the customer does not posses the appropriate software disks or product serial numbers the customer will be charged for the time spent on site to that point.
   
   
4. If the engineer diagnoses a fault with a customers Internet Service Provider, even when the ISP attempt to deny any fault the customer will be charged our standard rates for the time spent on-site.

Payment

1. The Customer will pay GOWL the amount stated on the invoice/work report at the time GOWL attends the Customer's premises. GOWL will attend the Customer's premises for the period agreed by the Customer prior to or at the commencement of the appointment. GOWL will endeavour to diagnose and/or remedy the problem(s) described by the Customer at the commencement of the appointment. If the problem(s) has not been remedied at the end of the first hour of GOWL attendance, GOWL will discuss with the Customer the options available. The Customer may ask GOWL to continue working on the problem(s) or make a further appointment. The Customer may terminate the appointment at any time. On termination the Customer will pay GOWL the amount incurred in respect of any additional time, if any, beyond the first hour's attendance. Payment is to be made via  cash or card. Cards accepted are Visa, MasterCard, Delta, Solo, JCB or Switch. In the event of non-payment or default GOWL will charge interest at the rate of 15 percent per annum from the date of the invoice up to and including the date payment is made in full. AS OF MARCH 2010 GOWL DO NOT ACCEPT CHEQUES AS A FORM OF PAYMENT.

Liabilities

1. GOWL accepts no liability in respect of any problem(s) it may not remedy due to any matter beyond its control including but not limited to the age, specification or condition of the Customer's hardware or software, Customer's failure to provide appropriate software discs, drivers or product serial numbers or any fault with the Customer's Internet Service Provider.
   
   
2. The Customer hereby confirms that a full back-up of the Customer's hard-drive has been made prior to GOWL commencing the services and that there is no legal restriction or impediment to GOWL providing services to the Customer.
   
   
3. Under no circumstances shall GOWL be liable either in contract, tort or otherwise, to the Customer, its employees, agents, or any third party, for any injury or damages, including without limitation, any direct, indirect, special or consequential damages, expenses, costs, profits, lost savings or earnings, interruption to business activity, lost or corrupted data, or other liability arising out of, or related to the services provided by GOWL or out of the installation, de-installation, use of, or inability to use the Customer's computer equipment, hardware, software or peripherals. The Customer will, upon demand, indemnify GOWL in respect of any loss, damage or injury arising from the provision of the services. For the avoidance of doubt GOWL has no liability for Customer data lost or damage incurred in any circumstances whatsoever.

Confidentiality

1. GOWL will maintain the confidentiality of the Customer's files and/or data and undertakes not to provide any Customer information to any third party save in the event it is lawfully required to do so. GOWL reserves the right to refuse the provision of services for any reason including but not limited to circumstances such as the presence of unlicensed or illegal software or material or material of an obscene or pornographic nature on a Customer's computer. If for such reason GOWL terminates the services the Customer shall be liable for and pay to GOWL, at that time, the charges incurred in respect of time spent, in accordance with clause 3 above.

Goods provided by GOWL

1. GOWL may make recommendations to the Customer or the Customer may request that a product be provided by GOWL in order that GOWL can perform the services. All expressed or implied warranties, description, representations and conditions as to fitness or suitability for any purpose in respect of the services, including in respect of any product, including but not limited to any item of software, hardware or peripheral provided by GOWL, are expressly excluded. For the avoidance of doubt, GOWL has no liability as to the suitability for the performance of the services, of any product manufactured, sold or supplied by any third party, whether or not that product has been recommended to the Customer by GOWL. Any hardware, software or equipment provided to the Customer shall remain the property of GOWL until full payment is received.

Return Visit & Complaints Policy

1. In the event of any dissatisfaction with the service provided by GOWL, the Customer should immediately contact GOWL on 0800 107 4111 (Outside of the M25) or 0800 107 4110 (Within the M25, London). GOWL will make an appointment for a return visit by the Geek. The Geek will endeavour to rectify the problem. If the cause of the dissatisfaction was due to a matter beyond the control of GOWL, the Customer shall pay for the additional time incurred at GOWL normal rates. If the problem arose directly as a result of GOWL previous attendance no further charge shall be made.