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Terms of service

Last updated: 3 November 2026

These terms apply to IT help provided by Moore IT Help (“I”, “me”) to individuals at home, in person or remotely, and to video tutorials. They don’t affect your legal rights as a consumer.

1. What I do

I provide friendly help with home computers, devices, Wi-Fi, printers, software and online safety. I’ll tell you what I think is wrong and what I recommend before I start, and I’ll do the work with reasonable care and skill.

2. Prices

Prices are as shown on the website or as agreed with you before the work begins. Currently: remote help £25 up to 30 minutes and £40 for an hour or more; home visits £75 including the first hour, then £20 per extra hour. The first 10-minute chat is free. I’ll always agree extra costs with you before going over a quoted price. Parts or new equipment, if needed, are extra and agreed first.

3. Remote sessions

• You must be present and agree to the connection for the whole session.
• I’ll only access what’s needed to fix the problem. You can end the session at any time by closing the support tool.
• Don’t share bank, card or account passwords with me. I’ll never ask for them.

4. Home visits

Please make sure someone aged 18 or over is present, with access to the devices and, if needed, the router and your accounts. I may stop work if I feel unsafe or if a device isn’t safe to work on.

5. Payment

Payment is due when the work is finished. You can pay online by card through the payment page, or in person by contactless or chip and PIN. For tutorials, payment is taken in advance. Please quote your invoice number or a short description of the work in the payment notes.

6. Cancelling and rescheduling

If you need to cancel or move an appointment, please give me at least 24 hours’ notice. I may charge a fee of up to half the booked price for appointments cancelled with less notice or missed without warning. If I need to cancel, I’ll let you know as soon as I can and rearrange at no cost.

If you book a service at a distance (for example by email or online), you may have a right to cancel within 14 days under UK consumer law. If you ask me to start sooner, you’re agreeing to pay for the work done up to the point you cancel, and if the service is completed in full, you can’t cancel afterwards.

7. Your data and backups

Computer work always carries some risk, even when it’s done carefully. Please back up anything important before I start. If you need help doing this, ask me. I’ll take care to protect your information and files, but I can’t promise that data can be recovered if something fails, and I’m not responsible for data that wasn’t backed up, except where the law says otherwise.

8. No guarantees on outcomes

I’ll do my best to solve the problem, but I can’t guarantee every fault can be fixed, particularly with old, damaged or unsupported equipment. If I can’t fix something, I’ll tell you honestly and you’ll only pay for the time spent, as agreed in advance. If something I’ve done doesn’t work as expected, please contact me and I’ll put it right where it relates to my work.

9. Video tutorials

• Tutorials are for your own personal use. Please don’t copy, share, upload or resell them or your private link.
• After you buy a paid tutorial, I’ll email you a private link, usually within one working day. By buying, you ask me to provide it straight away, and you understand that once you’ve been given access, you lose your 14-day right to cancel. If there’s a fault with the video or the link, contact me and I’ll fix it or refund you.
• Tutorials are general guidance. Technology changes, so steps may differ on your device.

10. Liability

Nothing in these terms limits or excludes my liability for death or personal injury caused by my negligence, for fraud, or for anything else that can’t legally be limited. Otherwise, my liability to you is limited to the amount you paid me for the service in question, and I’m not liable for indirect losses such as lost profits or lost opportunities.

11. Complaints

If something has gone wrong, please tell me at help@mooreithelp.co.uk and I’ll try to sort it out quickly and fairly.

12. Law

These terms are governed by the law of England and Wales, and any dispute would be dealt with by the courts of England and Wales. See also my privacy policy.