Terms of Service

Last updated: 3 May 2026

These Terms of Service ("Terms") govern the provision of emergency IT support services by engineerdirect.co.uk ("we", "us", "our") to you ("the Client"). By engaging our services — whether by phone, WhatsApp, email, or the website enquiry form — you agree to these Terms.

1. Services

We provide emergency and ad hoc IT support services including, but not limited to: server recovery, Active Directory support, Microsoft 365 support, network and VPN troubleshooting, ransomware incident response, and infrastructure consultancy. Services are provided by or under the direct supervision of a senior engineer with 15+ years of experience.

2. Pricing and payment

• All prices are quoted exclusive of VAT unless otherwise stated.
• A ceiling price will be agreed with you before any on-site work commences. You will not be invoiced above this amount for the agreed scope of work.
• Remote triage is charged at £75 for the first 30 minutes, then £95 per hour thereafter, billed in 15-minute increments.
• On-site emergency callouts are charged at a rate agreed prior to travel, starting from £395 per incident.
• An out-of-hours surcharge of 35% applies to work carried out after 7pm, at weekends, and on UK bank holidays. This will always be disclosed before engagement.
• Payment is due within 14 days of invoice unless otherwise agreed in writing.

3. No fix, no on-site fee

If we attend your premises on-site and are unable to resolve the reported issue, we will not charge an on-site attendance fee. If a remote session was conducted prior to the on-site visit, the remote triage rate (£75 first 30 min, £95/hr thereafter) remains payable for time spent on remote diagnosis. This guarantee applies to the specific fault reported and does not extend to newly discovered or unrelated issues.

4. Client responsibilities

The Client agrees to:

• Provide accurate and complete information about the issue being reported.
• Ensure the engineer has appropriate access to systems, credentials, and physical premises as required.
• Hold a valid and current backup of critical data prior to any recovery work (we will advise but cannot guarantee backup integrity).
• Inform us of any relevant regulatory, compliance or data protection constraints before work begins.

5. Limitation of liability

We will take all reasonable care in the provision of services. However, to the fullest extent permitted by law:

• We are not liable for any indirect, consequential, or business loss arising from the provision or failure of our services.
• Our total liability for any single incident shall not exceed the fees paid for that incident.
• We are not liable for data loss where no current backup existed prior to engagement, or where the Client has not disclosed the existence of critical data.

Nothing in these Terms limits liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

6. Confidentiality

We treat all information encountered during an engagement as strictly confidential. We will not disclose client information to third parties without consent, except where required by law or where necessary to complete the engagement (e.g. engaging a specialist partner with your knowledge and agreement). A Data Processing Agreement (DPA) is available on request, particularly for clients in regulated sectors.

7. Data protection

Personal data collected and processed during the provision of services is handled in accordance with our Privacy Policy and applicable UK GDPR obligations.

8. Intellectual property

Any scripts, tools or documentation we create during an engagement and provide to you are for your use in relation to that engagement. We retain ownership of any proprietary methodologies or tools not expressly created for your specific environment.

9. Cancellation

• Remote sessions can be cancelled at any time before connection is established at no charge.
• On-site callouts cancelled with less than 2 hours' notice after dispatch may incur a reasonable travel cost.
• Monthly retainer agreements may be cancelled at any time with one calendar month's notice. No exit fees apply.

10. Governing law

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

11. Changes to these Terms

We reserve the right to update these Terms at any time. The current version will always be available at this URL. Continued engagement after a change constitutes acceptance of the updated Terms.

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Questions? Contact us at hello@engineerdirect.co.uk or call 01923 372471.

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