Geeks on Wheels – Terms & Conditions
1. Scope of Services
Geeks on Wheels London Ltd (“GoWL”) provides IT support services to home and business clients in London and Brighton, including on-site visits and remote assistance. Services may include troubleshooting, repair, installation, consultation, and technical support. By requesting or agreeing to an engineer visit, the client acknowledges and agrees to be bound by these Terms & Conditions and is liable for payment of the resulting invoice.
2. Law
This Agreement shall be governed by English Law and subject to the jurisdiction of the English Courts.
3. Booking & Cancellations
Appointments may be scheduled online, by phone, or by our staff on behalf of the client. Cancellation of any appointment must be advised to GoWL no later than twenty-four hours prior to an appointment. GoWL reserves the right to invoice any customer where cancellation occurs less than twenty-four hours prior to any appointment. Appointments cancelled with less than 24 hours’ notice may incur a cancellation fee equivalent to one hour of labour.
4. Minimum Call-Out & Billing
All on-site visits are subject to a minimum one-hour call-out charge. Additional time is billed in 15-minute increments thereafter. All charges are subject to VAT. Home Users: Call-out (including the first hour’s attendance) Weekdays 9am – 6pm, £80.00 ex. VAT; each subsequent half hour or part thereof, £40.00 ex. VAT. Business Users: Call-out (including the first hour’s attendance) Weekdays 9am – 6pm, £90.00 ex. VAT; each subsequent half hour or part thereof, £45.00 ex. VAT.
5. Parking & Congestion Charge
Where applicable, clients will be invoiced for parking fees and a flat-rate £10 per day London Congestion Charge. These costs are passed through at cost and will be clearly itemised on your invoice.
6. Arrival Times
We aim to arrive within one hour of the booked appointment slot; however, this is not guaranteed due to previous appointments overrunning, traffic, or other unforeseen delays. If you cancel the booking due to a delayed arrival within this one-hour window, you will be liable for the cost of the call-out.
7. Services
If the engineer can offer a solution but the customer chooses not to proceed, the customer will be charged for the time spent on site to that point. If the engineer is only prevented from resolving a problem because the customer does not possess the appropriate software disks or product serial numbers, the customer will be charged for the time spent on site to that point. If the engineer diagnoses a fault with a customer’s Internet Service Provider, even if the ISP denies any fault, the customer will be charged our standard rates for the time spent onsite.
8. Software Requirements
Customers must have installation media or website login details for any software that needs to be re-installed following any work carried out. We cannot be responsible for charges incurred as a result.
9. Payment Terms
Payment is due upon receipt of the invoice, unless otherwise agreed in writing. On-site payments must be made at the time of service via guaranteed cheque, credit or debit card (Visa, MasterCard, Delta, Solo or Switch). For recurring support plans, payment is billed monthly in advance. In the event of non-payment or default, GoWL will charge interest at the rate of 3% over bank base rate per annum from the date of the invoice until payment is made in full. Overdue accounts may be referred to debt collection solicitors and will be subject to a surcharge of 15% plus VAT to cover collection costs, which will be legally enforceable.
10. 7-Day Fix Assurance
If the same issue recurs within 7 days of service, we will return free of charge to resolve it, provided the issue is related to the original work and no significant changes have been made by the client.
11. Limitation of Liability
While we take every precaution to safeguard your equipment and data, Geeks on Wheels accepts no responsibility for loss of data, damage to hardware, or software conflicts arising during or after service. Clients are advised to back up all data prior to any service. GoWL accepts no liability for any matter beyond its control including, but not limited to, the age/specification of customer hardware, ISP faults, or missing software/serials. Under no circumstances shall GoWL be liable to business customers for any direct, indirect, special or consequential damages, including loss of profits, data, or business interruption.
12. Data Retention
Geeks on Wheels does not store or retain client data. It is the sole responsibility of the client to ensure all data is appropriately backed up and retained.
13. Recurring Service Plans
Recurring support plans are billed monthly in advance and may include unlimited remote support (where specified) and limited on-site support. A 3-month notice period is required for cancellation.
Fair Usage: Unlimited remote support covers standard day-to-day technical issues. Excessive or unreasonable use that affects service availability for others may result in review or additional charges.
Exclusions: Recurring plans do not include hardware repairs or replacements, third-party software support, major project work (e.g., network overhauls), or out-of-hours service unless specified. Travel costs including parking and congestion may also apply.
14. Client Responsibilities
Clients must ensure access to premises as agreed, remain on site during the engineer’s visit, and maintain appropriate backups of data. Clients are responsible for providing accurate information about their systems and requirements.
15. After-Hours & Emergency Rates
Appointments requested outside regular business hours or deemed as emergency visits will be charged at a higher rate. Rates will be advised at the time of booking.
16. Handling Client Credentials
All client login details, passwords, and system credentials provided to Geeks on Wheels are treated with strict confidentiality. Credentials are only used for the purpose of completing the agreed service and are securely deleted or returned upon completion unless agreed otherwise.
17. Confidentiality
GoWL will maintain the confidentiality of customer files and/or data and undertakes not to provide any customer information to third parties except where legally required.
18. Goods Provided by GoWL
Any hardware, software, or equipment provided by GoWL remains the property of GoWL until paid for in full. Manufacturer warranties apply; all other warranties are excluded unless required by law.
19. Complaints Resolution
The business always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied.
To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.
Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.
Business Complaint Procedure:
– On receipt of your complaint the business aims to respond within 5 days.
– The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.
In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.
The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to, you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.