Terms and Conditions — Consumers

Version 1.0 — 13 August 2026

These terms and conditions apply where we supply services (and any related goods) to you as a consumer — that is, an individual acting wholly or mainly outside their trade, business, craft or profession. If you are a business customer, our business terms and conditions apply instead.

1. Who we are and how to contact us

1.1. JGM Tech Support is the trading name of Joshua Matthewson, a sole trader operating in England and Wales, based in Uttoxeter, Staffordshire. Our full trading address is shown on our quotations and invoices and is available on request.

1.2. You can contact us in any of the following ways:

• by telephone on 01889 284986;
• by email at support@jgmtechsupport.co.uk.

1.3. We are not VAT registered. No VAT is charged or shown on our invoices.

1.4. If, in these terms, we say that either of us may contact the other in “writing”, this includes letter and email.

2. What these terms do and why they are important

2.1. Please read these terms carefully before you place an order with us. They explain how we will supply services to you, our payment terms, what happens if work is delayed or cancelled (including your right to cancel within a cooling-off period), and what to do if there is a problem with our work.

2.2. Nothing in these terms affects your legal rights under the Consumer Rights Act 2015 or any other consumer protection law. Where these terms and the law differ, the law wins.

2.3. We only supply services within the UK.

3. Your personal information

3.1. For information about how we collect and use your personal information, please see our privacy policy. We process personal data in accordance with the UK GDPR and the Data Protection Act 2018, and are registered with the Information Commissioner's Office (registration reference ZC220229).

3.2. We will keep confidential any personal or private information we come across in the course of our work, and we will not access your files or data except as necessary to perform the work you have asked us to do.

4. Orders and when the contract is formed

4.1. When you place an order with us, the legal contract between you and us comes into existence only when we tell you (usually in writing) that we can supply the services to you.

4.2. If we tell you that we cannot supply the services for any reason, we will not charge you. If you have already paid, we will promptly refund you for anything we cannot supply.

5. Quotations and estimates

5.1. A written quotation is valid for 30 days from its date, after which we may re-quote.

5.2. An estimate is a good-faith indication of likely cost, not a fixed price. Where work is charged at an hourly rate, the final invoice will reflect the actual time spent. If it becomes apparent that an estimate will be materially exceeded, we will tell you as soon as reasonably possible and get your approval before continuing.

5.3. A fixed price covers only the scope of work described in the quotation. Additional work, changes you ask for, or problems that could not reasonably have been discovered when quoting (for example an undisclosed hardware fault or pre-existing damage) will be quoted separately, or charged at our standard hourly rate with your agreement before we do the work.

6. Changes to the services

6.1. If you would like to change the services you have ordered, please contact us as promptly as you can. We will let you know whether the change is possible and whether it affects the price, timing or anything else, and we will ask you to confirm before we go ahead with the change.

6.2. We may make minor changes to the services without contacting you — for example to reflect a change in the law or a regulatory requirement, or minor technical adjustments that will not affect your use of the services.

6.3. Exceptionally, we may need to make a more significant change to the services. This is most likely where a third-party product or service we planned to use (for example a piece of software, an online service, or a specific part) is discontinued, changes materially, or becomes unavailable, or where diagnosis reveals that substantially different work is needed. If so, we will contact you before making the change, and if you do not want to proceed you may cancel the contract under section 18.1(b) with a refund for anything paid for but not yet supplied.

7. Prices and payment

7.1. All prices are in pounds sterling. The price of the services will be the price in our published rates at the time you place your order, unless a different price is expressly agreed and confirmed in writing between us. As we are not VAT registered, no VAT is added to our prices.

7.2. We make all reasonable efforts to avoid pricing errors. If we discover an error and the correct price is lower than the price you were given, we will charge the lower amount. If the correct price is higher, we will contact you before going ahead — and if you do not want to proceed at the correct price, you may cancel under section 18.1(a).

7.3. Any delivery, installation or other associated costs will be confirmed to you before you place your order.

7.4. When you need to pay depends on the type of work:

• One-off services: we may ask for a prepayment of up to 50% of the price before we begin — if so, this will be stated on your quotation. The remainder is payable on completion of the services.
• Ongoing services: we will invoice you monthly in advance.
• Goods ordered specifically for you (for example parts or hardware): we may ask for payment in advance or a deposit, stated on the quotation.

7.5. Unless otherwise agreed in writing, invoices are payable within 30 days of the invoice date. We accept payment by bank transfer and by all major cards via our third-party payment processor (Stripe), using a payment link we provide.

7.6. If you do not pay us on time, we may charge interest at 2% a year above the Bank of England base rate from time to time. Interest accrues daily from the due date until the date you pay, whether before or after any court judgment. If you ask in writing, we will send you a statement of the interest owed to date. We may also suspend further services, and withhold anything we have created for you, while an invoice remains overdue.

7.7. Payment fraud warning. Our bank details will never change by email alone. If you receive any message telling you our payment details have changed, do not pay — telephone us first on the number printed on our invoices to verify. We accept no responsibility for payments made to a fraudulent account where you have not verified a change of details with us by phone.

8. Parts, hardware and software we supply

8.1. Ownership of any goods we supply (parts, hardware, equipment) passes to you when we have received payment for them in full. Responsibility for the goods passes to you on delivery or collection.

8.2. Third-party goods carry the manufacturer's or publisher's own warranty, which we pass on to you. This is in addition to — and does not replace — your statutory rights against us as seller under the Consumer Rights Act 2015, which says that goods must be as described, fit for purpose and of satisfactory quality.

8.3. Software licences are subject to the publisher's licence terms, which you accept by using the software.

9. When we will carry out the work

9.1. Before you place your order we will let you know when we expect to supply the services. Timescales are estimates made in good faith.

9.2. If we are delayed by circumstances outside our reasonable control (for example supplier lead times, third-party service outages, power or telecommunications failure, severe weather or illness), we will contact you as soon as reasonably possible to let you know, and we will not be responsible for delays we have told you about in this way. If the delay continues beyond a reasonable time, you may cancel the contract under section 18.1(c) and we will refund you for any services you have paid for but not received.

9.3. If we arrange a visit and no one is available at the agreed time, we will contact you to re-arrange. We may charge for repeated missed appointments, and if we are still unable to arrange access with you, we may cancel the contract and section 19.2 will apply.

10. Suspension of ongoing services

10.1. We may need to suspend the supply of an ongoing service, for example to make technical adjustments, resolve technical issues, or implement a change in law or regulation. We will let you know in advance unless it is an emergency, in which case we will tell you as soon as reasonably possible.

10.2. If we suspend an ongoing service, your payment will be adjusted so that you do not pay for it during the suspension. If a suspension will last more than 30 days, you may cancel the contract under section 18.1(d) and we will refund you for anything paid for but not received.

11. Your responsibilities

11.1. Please give us accurate information about your systems and the fault or work required, and tell us about anything unusual about your setup that could affect the work. If we ask you for information we need in order to do the work, please provide it within a reasonable time. If you do not — or if the information is inaccurate — we may charge for the additional costs this causes, or cancel the contract (section 19.2 will apply), and we will not be responsible for delays it causes.

11.2. Please provide reasonable access to your property, equipment, and any passwords or administrator credentials needed for the work, and confirm that you are entitled to give us that access.

11.3. You are responsible for holding valid licences for the software on your systems. We will not install, activate or repair unlicensed or pirated software.

11.4. If your system runs software or an operating system that is no longer supported by its developer, we may decline to work on it, or ask you to confirm in writing that the work is carried out at your risk. Unsupported systems carry a materially higher risk of faults, data loss and security compromise.

12. Data and backups — please read this carefully

12.1. Important. Repairs, upgrades, operating system work, and virus or malware removal carry an inherent and unavoidable risk of data loss or corruption, however carefully the work is performed.

12.2. Unless we have expressly agreed in writing to perform a backup as part of the work, you are responsible for making a complete, verified backup of all data on any device before handing it to us or before any work begins. If you would like us to perform a backup first, we can quote for this as a separate chargeable service.

12.3. Where we are responsible for loss of or damage to data, our responsibility is limited to the reasonable cost of restoring your data from the most recent backup available to you. We are not responsible for the cost of recreating data for which no backup exists. This does not exclude or limit our liability where we have failed to use reasonable care and skill, or in any other way that is not permitted by law, and it does not affect your statutory rights.

12.4. You are responsible for the ongoing operation and verification of your own backup arrangements unless we are engaged under a written agreement to manage them for you.

13. Remote support

13.1. By requesting remote support you authorise us to connect to your device for the duration of the session. We will only connect using the tool and session you approve, and the connection ends when the session ends.

13.2. You are responsible for a working internet connection at your end. Time spent on a remote session is chargeable in line with our published rates, including where the fault cannot be resolved remotely and an on-site visit is subsequently required.

14. Third-party services

14.1. We are not responsible for the failure, interruption or unavailability of services provided by third parties — for example internet service providers, cloud, email or hosting providers, domain registrars, or software publishers — except to the extent the problem is directly caused by our failure to use reasonable care and skill in work we performed.

14.2. Where we set up or manage a third-party service on your behalf, the contract for that service is between you and the third party, and their terms apply to the service itself.

15. If there is a problem with our work

15.1. We will perform all services with reasonable care and skill. If there is a fault with the services we have supplied, please contact us using the details in section 1.

15.2. Our workmanship promise. If, within 30 days of completion, the same fault we were engaged to fix recurs because of our workmanship, we will re-perform the relevant work at no charge. This promise does not cover new or different faults, faults caused by changes you or a third party make after our work, malware reinfection arising from user activity, hardware degradation, or failures of third-party software, services or updates. It is in addition to your legal rights, not instead of them.

15.3. Summary of your key legal rights. The Consumer Rights Act 2015 says:

• you can ask us to repeat or fix a service if it is not carried out with reasonable care and skill, or get some money back if we cannot fix it;
• if you have not agreed a price beforehand, what you are asked to pay must be reasonable;
• if you have not agreed a time beforehand, the services must be carried out within a reasonable time.

This is only a summary. For detailed information about your rights, contact Citizens Advice at citizensadvice.org.uk or on 0800 144 8848, or your local Trading Standards department.

16. Our liability if you suffer loss or damage

16.1. If we fail to comply with these terms, or fail to use reasonable care and skill, we are responsible for loss or damage you suffer that is a foreseeable result of our breach — but not for loss or damage that is not foreseeable. Loss or damage is foreseeable if it is obvious that it will happen, or if, at the time the contract was made, both we and you knew it might happen.

16.2. Where we work at your property, we will make good any damage we cause to your property while doing so.

16.3. We do not exclude or limit our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence (or the negligence of anyone working for us), for fraud or fraudulent misrepresentation, for breach of your legal rights in relation to the services (summarised in section 15.3), and for defective products under the Consumer Protection Act 1987.

16.4. If we give you advice or instructions (for example about backups, security or safe use of your equipment), please follow them carefully. We are not responsible for damage caused by your failure to follow such advice or instructions.

16.5. Under these terms we supply services for private and domestic use only. If you use the services for business or commercial purposes, we have no liability to you for loss of profit, loss of business, business interruption or loss of business opportunity. (Business customers: see our business terms and conditions.)

16.6. Our responsibility for loss of or damage to data is as set out in section 12.

17. Cooling-off period — your right to change your mind

17.1. When you buy services or goods from us at a distance (for example by phone, email or online) or away from our business premises (for example at your home), you normally have the right to cancel the contract within a cooling-off period without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This right is in addition to, and separate from, your other cancellation rights in section 18.

17.2. The cooling-off period is:

• for services — 14 days from the day after the day we accept your order;
• for goods — 14 days from the day after the day you (or someone you nominate) receive the goods.

17.3. You do not have the right to cancel because you have changed your mind where:

• the services have been completed (if they were completed during the cooling-off period at your express request, as set out in section 17.5);
• you asked us to carry out urgent repairs or maintenance;
• the goods are bespoke, personalised or ordered specially for you; or
• sealed software has been unsealed, or a licence has been activated, after delivery.

17.4. To cancel during the cooling-off period, tell us before the period ends, either by:

• contacting us using the details in section 1, including your name, address, email address and order details, with a clear statement that you want to cancel; or
• using the model cancellation form at the end of these terms and sending it to us by post or email.

17.5. If you ask us to begin the services during the cooling-off period and then cancel before they are complete, you must pay for the services we have supplied up to the point you told us you wanted to cancel, as a proportion of the total price. If the services are fully performed during the cooling-off period at your express request, you lose the right to cancel.

17.6. If you cancel during the cooling-off period, we will refund you for the services or goods (including standard delivery costs, where applicable) within 14 days of the day after you tell us you want to cancel. For goods, we may withhold the refund until we have received the goods back, and we may reduce the refund to reflect any reduction in their value caused by your handling of them beyond what would be allowed in a shop.

18. Your other rights to end the contract

18.1. In addition to your cooling-off rights in section 17, you can cancel the contract immediately if:

1. we have told you about an error in the price or description of the services and you do not wish to proceed on the corrected basis (section 7.2);
2. we have told you about a significant change to the services and you do not want to proceed with the change (section 6.3);
3. there is a significant delay in supplying the services because of circumstances outside our control (section 9.2);
4. we have told you that we need to suspend an ongoing service for more than 30 days (section 10.2); or
5. you have some other legal right to cancel because of something we have done.

If you cancel for any of these reasons, we will refund you for any services you have paid for but not received, or that were not properly supplied. In some circumstances you may also be entitled to compensation.

18.2. If there is a fault with the services we have supplied, see section 15.

18.3. If you cancel for any other reason not listed in section 17 or 18.1, the contract ends immediately and we will refund you for any services paid for but not received — but we may deduct (or charge you, if you have not yet paid) reasonable compensation for costs we incur because of the cancellation, such as goods already ordered for your job that we cannot return.

19. Our rights to cancel the contract

19.1. We may cancel the contract if you do not comply with your obligations under these terms. For example, if:

1. you do not pay us on time, and still do not pay within 5 days of us reminding you that payment is overdue (section 7);
2. you do not provide us with information we need to do the work within a reasonable time of asking (section 11.1); or
3. where work is at your property, you do not allow us access or re-arrange a time for access (section 9.3).

19.2. If we cancel the contract in these circumstances, we will refund you for any services you have paid for but not received, but we may deduct (or charge you, if you have not yet paid) reasonable compensation for costs we incur as a result of you breaking the contract.

20. If we stop providing an ongoing service

20.1. If we supply you with an ongoing (subscription-style) service, we may decide to stop providing it in the future. If so, we will give you at least 30 days' notice, and we will refund you for anything you have paid for but will not receive.

21. Ownership of work we create for you

21.1. Anything we create specifically for you in the course of the work (for example configurations, scripts or documentation) becomes yours once you have paid in full for the relevant work. We keep the rights in our own pre-existing tools, templates and know-how, and you may go on using them to the extent they are embedded in what we deliver to you.

22. Insurance

22.1. We maintain professional indemnity, public liability and cyber liability insurance appropriate to our work. Details of cover are available on request.

23. Complaints

23.1. If you are unhappy with any aspect of our work, please contact us using the details in section 1. We aim to acknowledge complaints within 2 working days and resolve them within 14 days.

24. General

24.1. We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we do, and any transfer will not affect your rights under these terms.

24.2. You may not transfer your rights or obligations under these terms to anyone else without our prior written consent.

24.3. If a court decides that any part of these terms is invalid or unenforceable, the remaining sections are unaffected and remain in force.

24.4. If we delay in exercising any right under the contract, that does not stop us exercising it later.

24.5. This contract is between you and us only. No other person or organisation is a party to it or has any rights under it.

24.6. These terms, together with the relevant quotation or invoice, form the entire agreement between us in respect of the work.

24.7. Governing law. Any dispute between you and us will be resolved using the law of England and Wales. If you live in England or Wales, proceedings will be brought in the English courts. If you live in Scotland, you may bring proceedings in the Scottish or English courts; if you live in Northern Ireland, in the Northern Irish or English courts.

Model cancellation form

Complete and return this form only if you wish to cancel the contract during the cooling-off period (see section 17).

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