Terms & Conditions
Last updated: June 2026
1. Service Agreement
By booking a repair through Neuro IT, you agree to these terms. Our services are provided as described on our website and during the booking process. All prices are in GBP and include applicable surcharges.
2. Pricing & Payment
Prices shown are estimates based on the information you provide. No work is carried out until the technician has diagnosed the fault and you have approved the final price. • Home visits: a flat £15.00 deposit is taken at the time of booking to reserve the technician's time • Workshop drop-off and mail-in bookings: no deposit is taken • Where your postcode falls in our closest coverage zone, the £15.00 is deducted in full from your final invoice. In our standard zone it is a flat travel and dispatch fee. Elsewhere it is a base travel deposit and any distance-based travel charge is added to the final invoice — always shown to you before you confirm • Emergency and out-of-hours bookings carry an additional call-out fee, displayed during booking before payment • Congestion Charge (£15.00, Mon-Fri 7am-6pm) applies where applicable. ULEZ charges are never passed on to you • The remaining balance is payable upon completion • Call-out fees for emergency bookings are non-refundable once the technician is dispatched
3. No Fix, No Fee Guarantee
No Fix, No Fee covers hardware repair — laptops, desktop PCs, Macs and phones. If our technician is unable to resolve a hardware fault, you are not charged for the repair. It does not cover: • Data recovery. Recovery work is charged for the attempt, because the hours and the cleanroom time are spent whether or not the data comes back. You are told the price and the odds before we start • Consultancy, advice and diagnostic-only requests, which are charged for the time • Monthly plans and subscriptions, which are charged for the period regardless of what is raised in it • Diagnostic fees where explicitly stated • Emergency call-out fees once a technician is dispatched • Situations where the customer refuses the recommended repair
4. Your Right to Cancel (Consumer Contracts Regulations 2013)
Because you book online, this is a distance contract and you have a statutory right to cancel within 14 days of placing your booking, without giving any reason. Starting work within the 14 days: our repairs are normally carried out well inside that period, so at checkout we ask you to expressly request that work begins straight away and to acknowledge that you lose the right to cancel once the service has been fully performed. You are free not to tick that box — in which case we will schedule your repair after the 14 days have passed. If you cancel after work has started but before it is finished, you pay only a proportionate amount for the work already carried out, and we refund the rest. To cancel, email neuroit.london@gmail.com or use the contact form. We will refund within 14 days of being told, using the same payment method. Separately from the statutory right, our scheduling policy is: • More than 4 hours before the appointment: full refund of deposit • Less than 4 hours before: 50% of deposit retained • After technician dispatch: call-out fee is non-refundable Nothing in this scheduling policy limits your statutory rights above.
5. Warranty
All repairs carry a 90-day warranty covering the same fault. This does not cover: • Physical damage after repair • Software issues unrelated to the original repair • Third-party hardware failure
6. Liability
Nothing in these terms limits your statutory rights. Under the Consumer Rights Act 2015 we must carry out our services with reasonable care and skill, and we cannot exclude or restrict our liability for failing to do so. Within that, our liability is limited to the cost of the repair service, and we are not liable for: • Data loss or corruption that had already happened, or was already likely, before the device reached us — for example a drive that was already failing • Software problems unrelated to the work we carried out • Indirect or consequential losses If we lose or damage your data through our own lack of care, that is our responsibility and we will put it right, including recovery work at our expense where that is possible. Please still back up before any repair — see section 7. For Mail-in repairs, our transit liability is limited to the compensation provided by the shipping carrier (up to £500 for standard prepaid Royal Mail Special Delivery labels), and we are not liable for items damaged in transit due to improper packaging by the customer.
7. Your Responsibilities
You agree to: • Provide accurate information about your issue and device • Ensure safe access to your property for the technician • Back up important data before any repair. No repair is entirely risk-free, and we cannot restore data that was already lost or already at risk before the device reached us. This does not affect our responsibility if we lose data through our own lack of care — see section 6 • Be present or arrange for someone over 18 to be present during the visit
8. Technician Conduct
Our technicians will: • Show identification upon arrival • Treat your property with respect • Explain the diagnosis and any additional costs before proceeding
9. Dispute Resolution
If you have a complaint, please contact us at neuroit.london@gmail.com. We aim to resolve all complaints within 5 working days. If we cannot reach a resolution, you may refer the matter to an Alternative Dispute Resolution (ADR) provider.
10. Governing Law
These terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
11. Mail-in & Drop-off Logistics & SLAs
• Diagnostics & Repairs: Diagnostics and repairs are completed within 3–5 business days of device receipt at our workshop. • Drop-off Schedule: Customers dropping off devices must book an appointment slot. Cancellations or rescheduling of drop-off slots must be done at least 2 hours prior to the appointment. Unscheduled drop-offs may experience significant delays. • Return Delivery: Repaired devices are returned via Royal Mail Special Delivery within 24 hours of successful payment confirmation. • Storage Fees: Unclaimed or unpaid devices left at our workshop for more than 60 days following repair completion notification may be disposed of to recover diagnostics and storage costs.
12. Out-of-Area Lead Processing
If you request service outside our operating boundaries, your contact information (Lead) is processed to evaluate custom service quotes. You consent to our dispatch team contacting you via email or phone to negotiate travel fees and dispatch review.