IT Support Terms of Service

1. About us and who these terms apply to

These terms apply when you ask BML Strategy Ltd to provide computer, Wi-Fi, device, account, smart-home or small-business IT related support.

Services may be provided:

• at your home or business premises;
• through a pre-arranged device drop-off;
• by video call, screen sharing or remote-access software;
• or through another route agreed with you.

“BML Strategy”, “we”, “us” and “our” mean:

BML Strategy Ltd
Company number: 16547549
Registered in England and Wales
Registered office: 124-128 City Road, London, England, EC1V 2NX
Email: contact@bml-strategy.com

Drop-off and collection addresses are provided only after an appointment has been agreed. Customers must not arrive without an appointment.

If we agree separate written terms, a quotation, a Statement of Work or business terms for a particular engagement, those terms will apply where they conflict with this document.

2. Booking and agreeing the work

You can contact us through the website, email, telephone or another agreed route.

We may ask questions about:

• the device or equipment;
• the symptoms or problem;
• previous repair attempts;
• account access;
• your location;
• whether important data is backed up;
• and whether the device is used for personal, business-critical or regulated purposes.

We will use this information to decide whether a home visit, drop-off, video call, remote session or referral to another provider is appropriate.

A contract is formed when we confirm the work, price or charging basis and you ask us to proceed.

Advice given before we inspect the relevant device, account, network or setup is provisional and may change after diagnosis.

3. Consumer cancellation rights

Where you enter into a consumer contract with us online, by telephone, by video call or away from our business premises, you may have a legal right to cancel the contract within 14 days without giving a reason.

If you ask us to start work during that cancellation period, you expressly request early performance of the service.

If you then cancel before the service is completed, you may be required to pay a proportionate amount for:

• work already completed;
• time reasonably spent;
• an agreed call-out or attendance already made;
• and parts or third-party services ordered with your approval.

Where the service has been fully completed during the cancellation period, your cancellation right may end if you expressly requested early performance and acknowledged that the right would be lost once the service was completed.

Nothing in this section affects your statutory consumer rights. The 14-day cancellation rules and early-performance provisions arise under the Consumer Contracts Regulations.

Where early work is requested, we may ask you to confirm:

I request BML Strategy Ltd to begin providing the service before the end of the 14-day cancellation period. I understand that I may have to pay for work completed before cancellation and that my cancellation right may end once the service has been fully performed.

4. Our standard of service

We will perform our services with reasonable care and skill.

We will aim to:

• diagnose the issue clearly;
• explain our findings in understandable language;
• recommend a proportionate next step;
• obtain approval before material additional work;
• and take reasonable care of your equipment and information.

Under the Consumer Rights Act 2015, consumer services must be performed with reasonable care and skill. Depending on the circumstances, consumers may have rights including repeat performance or an appropriate price reduction.

Nothing in these terms restricts those statutory rights.

5. Diagnosis and limitations

Some problems cannot be resolved:

• economically;
• remotely;
• safely;
• within the booked appointment;
• without replacement parts;
• without access to an account or recovery method;
• without manufacturer or third-party involvement;
• or without specialist laboratory or forensic services.

We do not guarantee that:

• every fault can be identified;
• every problem can be fixed;
• data can always be recovered;
• a compromised account can always be restored;
• unsupported equipment can be made reliable;
• or third-party hardware, software, networks, accounts or services will remain available or continue working without future issues.

A successful outcome may sometimes be a clear diagnosis, recommendation or identification of the next appropriate step rather than a completed repair.

6. “No fix, no fee” on selected services

“No fix, no fee” applies only where it is expressly stated for the particular service and confirmed before work begins.

For eligible diagnosis and software-support work:

If we cannot identify or resolve the agreed issue, you will not pay the applicable labour charge.

Unless we expressly agree otherwise, “no fix, no fee” does not include:

• call-out or attendance charges;
• travel outside our normal service area;
• parts or replacement hardware;
• licences or subscriptions;
• manufacturer charges;
• specialist data recovery;
• third-party services;
• delivery or collection costs;
• work outside the agreed issue;
• or costs approved by you before they were incurred.

The service may be regarded as successfully completed where we have, as agreed:

• identified the cause of the problem;
• provided a usable diagnosis or recommendation;
• restored or configured an account;
• removed unwanted software;
• completed a data transfer;
• corrected a configuration;
• installed or configured an agreed item;
• or confirmed that the problem requires replacement equipment or specialist intervention.

“No fix, no fee” will not apply where work cannot be completed because:

• the required device, charger, password, recovery code or account access is unavailable;
• ownership or authority cannot be verified;
• the customer declines the recommended action;
• the fault is intermittent and cannot reasonably be reproduced;
• the device is unsafe to work on;
• a third-party service is unavailable;
• the customer stops the work;
• or relevant information was withheld or inaccurate.

Any exclusions will be explained before paid work proceeds.

7. Home visits and call-out charges

A standard local call-out includes:

• travel within our normal service area; and
• up to 30 minutes of support at the premises.

The call-out price reflects both travel time and the reserved appointment period. Additional time is charged at the rate explained when the booking is confirmed.

Travel outside the normal service area, parking charges or other exceptional expenses will be discussed before the appointment.

An adult aged 18 or over must be present throughout a home visit unless we have agreed otherwise in writing.

You must provide:

• safe and reasonable access to the premises;
• access to the relevant equipment;
• a suitable working area;
• electricity and internet access where required;
• and any passwords, recovery methods or approvals needed to complete the agreed work.

We may stop, postpone or refuse a visit where the environment is unsafe, unhygienic, threatening, unlawful or otherwise unsuitable.

8. Appointment changes, late cancellations and missed appointments

Please give us as much notice as possible if an appointment needs to be changed or cancelled.

Unless statutory cancellation rights apply, we may charge the agreed call-out or minimum appointment fee where:

• an appointment is cancelled with less than 24 hours’ notice;
• no responsible adult is present;
• we cannot gain access;
• the customer is unavailable for a scheduled video or remote session;
• or work cannot proceed because essential equipment, access details or information have not been provided.

Where we have already begun travelling or have arrived at the premises, the full agreed call-out charge may be payable.

Any cancellation fee will reflect the time reserved, travel undertaken and losses reasonably incurred. We may reduce or waive a charge at our discretion, but doing so on one occasion does not require us to do so again.

This clause does not remove any statutory right to cancel a distance or off-premises contract.

9. Customer responsibilities

You must:

• make sure you have authority to request work on the device, account, network or system;
• provide accurate information about the issue and device history;
• tell us about previous repairs, liquid damage, unusual behaviour or known defects;
• back up important files before work begins wherever reasonably possible;
• tell us if a device contains sensitive, confidential, business-critical or regulated information;
• tell us if the device belongs to an employer, school, public body or another person;
• and follow reasonable instructions needed to protect the device, accounts or data.

Do not submit passwords, security answers, recovery codes, payment-card details or other secret credentials through the website contact form or ordinary email.

10. Identity, ownership and authority checks

Support is subject to identity and ownership checks.

We may ask for reasonable evidence that you:

• own the device;
• are the authorised account holder;
• have permission from the owner;
• or are authorised by a business or organisation to request the work.

We may refuse or stop work where:

• ownership or authority cannot reasonably be verified;
• the request appears unlawful, unsafe or unauthorised;
• the device appears lost or stolen;
• access controls would need to be improperly bypassed;
• or the requested activity could compromise another person’s privacy or security.

We will not assist with bypassing security measures where lawful ownership and authority cannot be established.

11. Passwords, accounts and access

Some work may require you to:

• sign in;
• approve access;
• enter a password;
• provide a temporary credential;
• or approve a security or account change.

Where possible, you should enter passwords and recovery codes yourself.

Where a temporary password, local account or access method is needed, you should change or remove it after the work is complete.

We will not intentionally retain passwords for longer than reasonably necessary for the agreed work.

We will never ask you to provide:

• a bank-card PIN;
• a complete online-banking password;
• one-time banking approval codes;
• or credentials unrelated to the work.

12. Remote and video support

Remote support may be provided through:

• video calling;
• screen sharing;
• remote-support software;
• or guided instructions.

You should remain available during the session unless otherwise agreed.

You remain responsible for approving significant:

• account changes;
• security changes;
• purchases;
• subscription changes;
• file deletion;
• data transfer;
• software installation;
• or configuration changes.

Where remote-access software is installed, it should normally be removed or disabled after the session unless ongoing access has been separately agreed.

Remote support may be interrupted by internet quality, device performance, security controls or third-party service availability.

We may recommend an in-person inspection where remote diagnosis is not appropriate.

13. Devices and equipment left with us

When you leave a device or other item with us, we will create an intake record.

The record may include:

• make and model;
• serial number or another identifier;
• accessories supplied;
• visible condition and damage;
• the reported fault;
• the agreed scope;
• the maximum authorised spend;
• and the date the item was received.

We may photograph the device and accessories:

• when collecting or receiving them;
• before work begins;
• after work is completed;
• and when they are returned.

The purpose of these photographs is to record the equipment, accessories and visible condition. Photographs will be handled in accordance with our Privacy Notice.

You may be asked to review and sign the intake or custody record when the device is handed over and again when it is returned.

Please remove accessories that are not required for the work.

You must tell us about:

• existing physical damage;
• liquid exposure;
• battery swelling;
• electrical faults;
• intermittent behaviour;
• previous opening or repair;
• and any other condition that may affect safe handling.

We will take reasonable care of items while they are in our possession.

We are not responsible for deterioration caused by a pre-existing fault, defective battery, internal damage, corrosion, latent defect or condition that could not reasonably have been identified before work began, except where we have failed to exercise reasonable care and skill.

14. Collection and uncollected devices

We will contact you when the device is ready for collection or return.

Devices must normally be collected within 14 calendar days of our notification unless another arrangement has been agreed.

If a device is not collected within 14 days:

• we will make reasonable attempts to contact you;
• we may charge a reasonable storage fee after giving notice of the fee;
• and we may require outstanding charges to be paid before the device is released.

A device does not automatically become our property because it has not been collected.

If an item remains uncollected for an extended period, we may issue a formal written notice requiring collection and explaining what may happen if it remains uncollected.

Any sale, recycling or disposal of uncollected goods will only take place after appropriate notice and in accordance with applicable law, including the Torts (Interference with Goods) Act 1977.

You must keep your contact details up to date while we hold your equipment.

15. Quotes, estimates and additional work

A quote is a fixed price for the scope stated, subject to any assumptions or exclusions identified in the quote.

An estimate is an indication of likely cost and may change if further faults, requirements or complications are identified.

We will seek your approval before:

• carrying out additional work;
• exceeding an agreed spending limit;
• purchasing significant parts;
• using a chargeable third-party provider;
• or changing the agreed scope.

Timescales are estimates unless we expressly agree a fixed completion date.

A delay caused by unavailable parts, third-party providers, manufacturer processes or missing customer information is not normally within our control.

16. Charges and payment

Charges may include:

• call-out or attendance;
• diagnosis;
• labour;
• additional time;
• parts;
• licences;
• subscriptions;
• collection or delivery;
• parking or exceptional travel;
• specialist services;
• and third-party charges.

The applicable charges or charging basis will be explained before paid work proceeds.

Payment is normally due:

• at the end of a home or remote appointment;
• before a repaired device is returned;
• or by the due date shown on an invoice.

We may require advance payment for:

• parts;
• licences;
• third-party services;
• substantial work;
• or special-order items.

Parts, licences, subscriptions, specialist recovery, manufacturer repairs and third-party services are charged separately unless expressly included in a quotation.

17. Parts, software and third-party services

We will not purchase material parts, licences or subscriptions on your behalf without approval.

Any used or refurbished part supplied by us will be identified as such before purchase.

New parts supplied by us are covered by applicable statutory rights and may also benefit from a manufacturer or supplier warranty.

Third-party products and services are governed by the relevant supplier’s terms.

We are not responsible for:

• supplier outages;
• account suspension by a third party;
• discontinued services;
• changes made by manufacturers or providers;
• or defects inherent in third-party products.

This does not exclude responsibility for our own failure to exercise reasonable care and skill.

Removed parts will be returned on request unless:

• they are exchanged under a manufacturer or supplier scheme;
• they must be retained for warranty purposes;
• or you authorise their recycling or disposal.

18. Personal data and access to files

During support work, we may incidentally encounter personal information stored on a device or visible within an account.

We will only access information reasonably necessary to:

• diagnose the issue;
• test the device;
• perform the agreed work;
• verify successful completion;
• or protect the device or account.

We will not deliberately inspect personal messages, documents, photographs, browsing history or other files unless this is necessary for the requested service and within the authority you have provided.

Where practical, you should close or remove information that is not relevant to the work.

If temporary copies of files are needed for transfer, recovery, backup or testing, we will explain this where appropriate. Copies under our control will be securely deleted when no longer needed, subject to legal, contractual or record-keeping requirements.

The UK GDPR requires appropriate technical and organisational measures to protect personal information against unauthorised access, accidental loss, destruction or damage.

Further information is provided in our Privacy Notice.

For business customers, additional data-processing terms may be needed where we process personal information on the business’s instructions. Whether a party acts as a controller or processor depends on who determines the purposes and means of processing.

19. Data, backups and recovery

Technology repair and configuration work carries a risk of data loss, particularly where equipment is already damaged, unstable, infected, encrypted or failing.

You are responsible for maintaining appropriate backups wherever reasonably possible.

We will take reasonable care, but data recovery is not guaranteed.

Before performing work that presents a significant risk to data, we may:

• recommend that a backup is created;
• ask you to acknowledge the risk;
• recommend specialist recovery;
• or decline to proceed.

Basic recovery attempts are different from specialist laboratory recovery. Where a device may contain particularly valuable or irreplaceable data, specialist recovery may be the safer first step.

We will not intentionally erase or reset a device without your approval, except where immediate action is reasonably necessary to prevent an identified security threat and you have authorised us to act.

20. Security, malware and scam-related support

We can help with:

• suspicious pop-ups;
• unwanted software;
• basic malware checks;
• account-security settings;
• password and recovery guidance;
• practical steps following a suspected scam;
• and improving everyday device security.

We are not:

• a bank;
• insurer;
• law-enforcement body;
• legal adviser;
• regulated financial-recovery service;
• digital-forensics laboratory;
• or specialist cyber-incident-response provider.

Depending on the circumstances, you may need to contact:

• your bank or card provider;
• the relevant platform or account provider;
• your insurer;
• Action Fraud;
• the police;
• a solicitor;
• or a specialist cyber-security or forensic provider.

We do not guarantee that stolen funds, compromised accounts or deleted information can be recovered.

21. Problems with completed work

Please contact us promptly if you believe the agreed work:

• has not been completed;
• has not been carried out with reasonable care and skill;
• or has caused an issue connected with the work performed.

Where appropriate, we will inspect the issue and may repeat or correct the relevant work within a reasonable period and without an additional labour charge.

This does not cover:

• a new or unrelated fault;
• an underlying hardware failure;
• malware reinfection;
• changes made after our work;
• customer or third-party intervention;
• failure to follow advice;
• supplier outages;
• or accidental damage occurring after return.

Nothing in this section affects your statutory rights, including any right to repeat performance or a price reduction under the Consumer Rights Act 2015.

22. Liability

Nothing in these terms excludes or limits liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of statutory consumer rights;
• or any liability that cannot lawfully be excluded or limited.

We are not responsible for faults, damage or losses that:

• existed before our work began;
• resulted from inaccurate or incomplete information;
• arose from defective or failing hardware;
• resulted from unsupported software;
• were caused by malicious software already present;
• arose from third-party products or services;
• resulted from internet, power or utility failure;
• or could not reasonably have been prevented through the exercise of reasonable care and skill.

For services purchased wholly or mainly for personal use, we are not responsible for business losses such as:

• loss of profit;
• lost revenue;
• lost contracts;
• lost opportunity;
• or business interruption.

Where equipment or services are used for business purposes, the customer must tell us before work begins. Separate business terms, insurance requirements or liability provisions may apply.

We do not exclude liability for direct physical damage to equipment caused by our failure to exercise reasonable care and skill.

23. Complaints

If you are dissatisfied with our service, contact:

contact@bml-strategy.com

Please provide:

• your name;
• the date of the work;
• the relevant device or service;
• a description of the issue;
• and the outcome you are seeking.

We will acknowledge the complaint and aim to provide a substantive response within 10 working days.

This does not affect your right to seek independent advice or pursue another legal remedy.

24. Website information

The website provides general information about the types of support available.

Website descriptions do not guarantee that:

• a particular problem can be resolved;
• a specific support route will be suitable;
• parts will be available;
• or a particular timeframe or price will apply.

Prices and service descriptions may change, but changes will not affect work already agreed unless you approve a revised scope or price.

25. Privacy

How we collect, use, retain and protect personal information is explained in our Privacy Notice.

Our use of cookies and similar technologies is explained in our Cookie Notice.

26. Changes to these terms

We may update these terms to reflect:

• changes to our services;
• operational improvements;
• legal or regulatory changes;
• or changes to third-party services.

The terms applicable to a booking are those provided or available when the work is agreed, unless a change is required by law or separately agreed.

27. Governing law

These terms are governed by the laws of England and Wales.

If you are a consumer, you retain any mandatory right to bring proceedings in the part of the United Kingdom where you live.

28. Contact

For questions about these terms, contact:

BML Strategy Ltd
Email: contact@bml-strategy.com
Company number: 16547549
Registered office: 124-128 City Road, London, England, EC1V 2NX