We believe in being clear and up-front about how our services work, so we ask that you read this section carefully. By booking a service with us you agree to the following terms:

We will confirm your booking by email or telephone prior to attending your premises or beginning a remote callout.

All callouts are charged at an hourly rate, unless a promotion fixes part or all of the price. The price we offer you does not include any parts, and for on-site callouts you may be charged a supplement if you’re outside of our coverage area (we’ll advise you of this when we confirm your booking).

A minimum charge, equal to the first two hours of a callout, will apply to all on-site callouts. After that, charges are rounded up to the nearest half hour. In the case of an on-site callout, all charges are due before we depart your premises and payment can be made by credit/debit card, bank transfer or cash.

For remote callouts, a one hour minimum charge applies. In the case of a remote callout, all charges are due within 7 calendar days of the session. Payment can be made by credit/debit card or bank transfer.

Callout charges are based on the time taken to complete the service, not the service objective (unless otherwise agreed in a written quotation). This means that, in some cases, we may need to charge additional amounts due to circumstances outside of our control, such as:

• Hardware failure;
• Slow internet connections for downloading necessary software or resources;
• Electricity or internet outages;
• Damaged recovery media provided by the customer.

We’ll keep you in the loop if we think additional parts or labour are likely to be required, so you can decide how you’d prefer to proceed.

If we can’t repair your device due to hardware failure that is not viable to repair or because you choose not to continue with a service, you will still be charged for all work done up to that point.

For all callouts, if you fail to be present for an agreed appointment or you make a cancellation less than 3 hours prior to the agreed appointment time, you will be charged £25, in addition to quoted travel expenses, regardless of whether the service is rescheduled.

Alex Ward Web Services (Cotswold Callouts) is covered by public liability insurance for computer service & repair.