Terms & Conditions

These terms apply to any IT support, repair, remote assistance, custom PC build or related service ("Services") provided by Barton IT Solutions LTD ("we", "us", "our") to you ("you", "the customer"). By booking or accepting our Services, you agree to these terms.

1. Who We Are

Barton IT Solutions LTD
Company Number: 17441600 (registered in England and Wales)
ICO registration number: ZC272879 (Information Commissioner's Office)
Registered office: 29 Winifred Road, Maidstone, ME15 8NR
Email: support@bartonitsolutions.co.uk
Phone: +44 7538 490599

2. Prices

Jobs we can define in advance have a fixed price, shown on our website at the time of booking, however long they take and wherever the work is done. Work where the cause isn't known yet is charged for the time we spend working on your device or problem, including research, but not admin or time waiting for parts. Time is charged in 15-minute blocks, and part blocks are rounded up: £10 per 15 minutes remotely or at our workshop, and £15 per 15 minutes at your home.

Any job at your home has a minimum charge of 30 minutes (£30); several jobs in one visit are added together. Prices are worked out in this order: job price, home minimum, over-60s discount, out-of-hours charge, travel, parts.

Over-60s get 10% off labour; this does not apply to packages, diagnosis or parts. Parts we supply are charged at cost plus 10%. All prices are in pounds sterling. We are not VAT registered, so no VAT is added.

3. Quotes and Estimates

We confirm the price before starting. Quotes are free and valid for 30 days, although parts prices can change; if they do before you pay for the parts, we will tell you before anything is ordered. For time-based work we agree a time limit with you and contact you before going past it. We never do extra work without your agreement.

4. Diagnosis and Declined Repairs

Finding the fault in our workshop is free. If we find it and you decide not to go ahead with the repair, there is a £20 diagnosis charge. At your home, you pay for the time used (minimum £30). If you go ahead, diagnosis is included in the repair price.

5. No Fix, No Fee

If we can't fix the problem, you don't pay for our time, whether we worked remotely, at our workshop or at your home, and the home minimum does not apply. Within 5 miles of Maidstone an unsuccessful job costs nothing; further out, only the travel we quoted is payable. Parts you approved and we have already ordered are still payable. If we fix part of the problem, you pay only for what we fixed. We will always tell you before continuing if a fix looks uncertain or likely to cost more than the item is worth.

6. Home Visits and Travel

Travel is free within 5 miles of Maidstone (ME15) and quoted before booking beyond that. You, or someone over 18, must be present for the whole visit, and you must give us safe access to the equipment. We may decline to start, or stop work, if we reasonably believe it is unsafe.

7. Collection and Return

Collection and return are free within 5 miles of Maidstone and quoted before booking beyond that. We collect laptops and standard desktop computers; for large or heavy items we will quote or visit instead. Devices are checked and photographed when we collect them.

8. Parts

We source parts on your behalf, with your approval before ordering, at cost plus 10%. Parts over £50 need a 50% deposit. If you cancel before a part is ordered, the deposit is refunded in full; if it has been ordered and can be returned, we refund what we recover less any return costs; if it can't be returned, you keep the part. Parts we supply carry the manufacturer's warranty and, if you are a consumer, your statutory rights. Parts you supply are fitted at the normal price, but we can't guarantee them, and you are responsible for them being correct and genuine.

9. Your Responsibilities

Please keep your own backups, tell us about any known faults or previous repairs, and provide the passwords, licences and account details a job needs. You confirm that you own the device, account or network we work on, or have the owner's permission.

10. Your Data

Before making changes we take a temporary encrypted backup where practical, with your consent, and delete it within 14 days of finishing (or sooner on request). On failing devices some data may be lost despite our care; we will tell you before starting and ask you to confirm. We only access the files the job needs. How we handle personal data is explained in our privacy policy, and we are registered with the Information Commissioner's Office.

If you are a business and we can see or handle personal data that you are responsible for, we do so only on your instructions and to carry out the work you have asked for. We keep it confidential and secure, do not keep copies after the work is done unless you ask us to, and will tell you without delay if we become aware of a breach affecting it.

11. Passwords and Authorisation

For access to a device or account we need proof of ownership and your written authorisation. We ask for passwords only when needed, and you should change them afterwards. Remote sessions happen only with your consent, and you can end them at any time.

12. Software and Licences

We only install genuine, licensed software. You are responsible for providing or paying for licences. We will not install pirated software or bypass licensing.

13. Manufacturer Warranties

Opening or upgrading a device can affect its manufacturer's warranty. If your device is still under warranty, we recommend contacting the manufacturer first, and we will tell you before doing any work that could affect it.

14. Illegal Content

If we find material that appears to be illegal, we will stop work and may report it to the police as the law requires.

15. Existing Faults

Older devices can have hidden faults, such as failing drives, brittle clips or swollen batteries. We record existing damage before starting and tell you about any risks. We are not responsible for failures caused by existing faults, except where caused by our negligence.

16. Our Guarantee

If the same fault returns within 90 days because of our work, we fix it free, including travel. Custom PC builds have a 12-month guarantee on our workmanship. The guarantee does not cover new or unrelated faults, damage, misuse, viruses caught after the job, or parts you supplied. To make a claim, contact us at support@bartonitsolutions.co.uk. This guarantee is in addition to your statutory rights.

17. Payment

Payment is by bank transfer or cash. Workshop jobs are paid on collection or return, home visits at the end of the visit, and remote jobs within 7 days of the invoice. We may keep a device until it has been paid for. A £10 late-payment fee applies to payments more than 30 days overdue.

18. Cancellations and No-Shows

You can cancel or rearrange free of charge with at least 24 hours' notice. Home visits and collections cancelled with less notice cost £20; changes to workshop drop-offs are always free. If we arrive and can't start because you aren't there or we can't get in, we charge £30. If we cancel with less than 24 hours' notice, or arrive more than 30 minutes late, you get £10 off the job.

If you cancel a custom PC build or other quoted project after work has started, you pay for the work completed up to that point, calculated from the quote, and for any parts already ordered that cannot be returned.

19. Your 14-Day Right to Cancel

If you are a consumer and book with us by phone, email, through our website or at your home, you can cancel within 14 days of booking without giving a reason. Tell us clearly by email at support@bartonitsolutions.co.uk or by phone; you can use the cancellation form below, but you don't have to. We will only start work within that period if you ask us to. If you do, you pay for the work done before you cancel, and once the work is complete the right to cancel ends.

20. Uncollected Devices

If you don't collect a device within 30 days of us telling you it's ready, we will write to you, and storage at £5 per week may then apply. After 90 days we will send a final written notice before disposing of or selling it, as the Torts (Interference with Goods) Act 1977 requires, and pay you any balance after our unpaid charges. Any storage in a device we dispose of or sell is securely wiped first.

21. Out of Hours and Priority

Our working hours are Monday to Friday 09:00 to 17:30 and Saturday 09:00 to 13:00. Outside these hours, work is charged at 1.5 times the usual price, or we start on the next working day: your choice. Same-day priority within working hours costs £30 extra when available. Priority and out-of-hours charges are never combined.

22. Our Liability

We carry out all work with reasonable care and skill. We are responsible for loss or damage that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill, and we will put things right or pay the reasonable cost of doing so. We are not responsible for losses that were not foreseeable.

If you are a business: our total liability to you is limited to the amount you paid for the service in question, and we are not liable for indirect or consequential loss, or for loss of profit, revenue or business.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit, and nothing affects your statutory rights.

23. Refusing Work

We may decline any job, for example if it is unsafe, unlawful, beyond our expertise or not economical to repair. We will tell you why and suggest alternatives.

24. Complaints

Contact us by phone, email at support@bartonitsolutions.co.uk, or in writing. We will acknowledge your complaint within 2 working days and reply in full within 10. If we can't resolve it, we will tell you in writing and name an independent dispute resolution provider. You can also get free advice from Citizens Advice.

25. Events Outside Our Control

We are not responsible for delays caused by events beyond our reasonable control, such as parts shortages or severe weather. We will keep you informed, and if a delay is significant you may cancel and pay only for work already done and parts that cannot be returned.

26. Governing Law

These terms are governed by the law of England and Wales, and disputes are subject to the courts of England and Wales. If you are a consumer, you may also bring proceedings in the part of the UK where you live. If any part of these terms is found to be invalid, the rest still applies. We may update these terms; changes are posted here and don't affect work already agreed.

Cancellation Form

If you are a consumer and want to cancel within the 14-day cancellation period, you can copy this into an email to support@bartonitsolutions.co.uk (you don't have to use it):

To: Barton IT Solutions LTD, 29 Winifred Road, Maidstone, ME15 8NR, support@bartonitsolutions.co.uk

I hereby give notice that I cancel my contract for the supply of the following service: [describe the service]
Booked on: [date]
Name: [your name]
Address: [your address]
Date: [today's date]

Contact Us

If you have any questions about these terms, please contact us at support@bartonitsolutions.co.uk or +44 7538 490599.