Terms & Conditions
Last Updated: April 2026
1. Acceptance of Terms
By requesting, booking, or using services provided by Geeks on Wheels London Ltd (“GoWL”), the client confirms that they have read, understood, and agree to be bound by these Terms & Conditions and accept liability for payment of the resulting invoice.
2. Scope of Services
Geeks on Wheels London Ltd provides IT support services to residential and business clients, including on-site visits and remote assistance.
Services may include troubleshooting, repair, installation, consultation, cybersecurity services, system configuration, network support, cloud services support, and general technical assistance.
Services may be delivered remotely or at client premises depending on the nature of the work required.
GoWL provides support services on a reactive basis and does not provide continuous monitoring or fully managed IT services unless expressly agreed in writing.
3. Governing Law
This Agreement shall be governed by the laws of England and Wales and subject to the jurisdiction of the English Courts.
4. Booking & Cancellations
Appointments may be scheduled online, by telephone, email, or by GoWL staff on behalf of the client.
Cancellation of any appointment must be provided at least 24 hours prior to the appointment time.
Appointments cancelled with less than 24 hours’ notice may incur a cancellation fee equivalent to one hour of labour.
5. Minimum Call-Out & Billing
All on-site visits are subject to a minimum one-hour call-out charge. Additional time is billed in 30-minute increments thereafter.
All services are subject to VAT at the prevailing rate.
Current labour rates will be confirmed at the time of booking or are available on the Geeks on Wheels website.
6. Parking, Congestion & Travel Charges
Where applicable, clients will be invoiced for parking fees, London Congestion Charges, Ultra Low Emission Zone (ULEZ) charges, or other travel-related costs incurred while attending an appointment.
These costs will be clearly itemised on the invoice.
7. Arrival Times
Appointment arrival times are estimates only and cannot be guaranteed due to traffic conditions, previous appointments overrunning, or other unforeseen circumstances.
Where delays occur, GoWL will make reasonable efforts to inform the client.
8. Service Limitations
If the engineer is able to offer a solution but the client chooses not to proceed, the client will be charged for the time spent up to that point.
If the engineer cannot complete work due to missing software licences, installation media, login credentials, or product keys, the time spent will remain chargeable.
Where the engineer diagnoses faults relating to third parties (such as Internet Service Providers, software vendors, or hosting providers), time spent diagnosing such issues remains chargeable regardless of the third party’s response.
9. Software Requirements
Clients must provide installation media, licence keys, or login credentials for any software that requires installation or reinstallation.
GoWL cannot be responsible for delays, additional charges, or incomplete work caused by missing or incorrect software access details.
10. Remote Access Authorisation
By requesting remote support services, the client authorises Geeks on Wheels to remotely access their computer systems, network, or devices solely for the purpose of diagnosing and resolving technical issues.
11. Payment Terms
Payment is due upon receipt of invoice unless otherwise agreed in writing.
For on-site services, payment may be required at the time of service via debit card, credit card, or other approved payment methods.
Recurring support services are billed monthly in advance.
GoWL reserves the right to charge interest at 3% above the Bank of England base rate on overdue invoices.
GoWL also reserves the right to suspend services for overdue accounts.
Overdue accounts may be referred to debt collection agencies or solicitors and may incur additional recovery costs of 15% plus VAT, which may be legally enforceable.
12. 7-Day Fix Assurance
If the same issue recurs within 7 days of service, GoWL will return free of charge to resolve it, provided the issue relates directly to the original work carried out and no significant changes have been made by the client or third parties.
13. Limitation of Liability
Geeks on Wheels London Ltd (“GoWL”) will provide its services with reasonable skill and care.
Nothing in these Terms shall exclude or limit liability where it is unlawful to do so, including liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.
Subject to the above, GoWL shall not be liable for:
- Loss of data
- Hardware failure
- Software conflicts
- Cybersecurity incidents
- Third-party service outages
GoWL shall not be liable for any:
- indirect or consequential loss
- loss of profits
- loss of revenue
- loss of business
- business interruption
- loss of anticipated savings
- wasted expenditure
- loss arising from delay or disruption
whether arising in contract, tort (including negligence), or otherwise.
GoWL’s total liability arising out of or in connection with the provision of services shall be limited to the total fees paid by the client in the twelve (12) months preceding the event giving rise to the claim, or £50,000, whichever is lower.
Clients are strongly advised to maintain full and up-to-date backups of all important data prior to any service being carried out.
GoWL’s recommendations regarding system security must be implemented by the client. GoWL shall not be liable where such recommendations are not followed.
14. Cybersecurity & System Security
While GoWL may install or recommend security software, monitoring tools, or system configurations designed to improve cybersecurity, no system can be guaranteed to be completely secure.
Cyber threats including malware, ransomware, phishing attacks, and unauthorised access attempts are constantly evolving and may occur despite reasonable security measures.
GoWL shall not be liable for losses resulting from:
- Cybersecurity breaches
- Malware or ransomware attacks
- Phishing or email compromise
- Unauthorised access to systems or accounts
- Third-party software vulnerabilities
- Cloud service outages or security breaches
Clients remain responsible for maintaining appropriate security practices, passwords, user awareness, and data backups.
Where backup services are provided, restoration success cannot be guaranteed if backups are incomplete, corrupted, deleted, or affected by external factors outside GoWL’s control.
Where third-party security tools or monitoring services (including, but not limited to, Huntress or similar platforms) are used, these are provided and operated by third-party providers.
Geeks on Wheels London Ltd does not provide continuous monitoring services and does not guarantee the identification, prevention, or remediation of all security incidents.
GoWL’s role is limited to installation, configuration, and response support where applicable.
15. Data Recovery Disclaimer
Where GoWL performs diagnostics, repair attempts, or data recovery services on storage devices including hard drives, solid-state drives, USB drives, memory cards, or other storage media, no guarantee is given that data will be recoverable.
Attempts to diagnose or recover data from failing storage devices carry inherent risks and may result in further deterioration or permanent loss of data.
Success rates depend on the condition of the device and the nature of the failure.
GoWL shall not be liable for any loss of data or failure to recover data, regardless of the outcome of diagnostic or recovery efforts.
Specialist laboratory recovery services may be recommended and are provided by third-party providers subject to their own terms and pricing.
16. Data Retention
Geeks on Wheels does not store or retain client data. It is the sole responsibility of the client to maintain their own backups and data retention policies.
17. Recurring Service Plans
Recurring service plans are billed monthly in advance and may include, but are not limited to, unlimited remote support, limited on-site support, Microsoft 365 licensing, cybersecurity services, backup services, cloud services, monitoring tools, and other managed IT services as agreed with the client.
All recurring service plans are subject to a minimum initial contract term of twenty-four (24) months commencing from the service start date, unless otherwise agreed in writing.
Following the expiry of the initial term, the agreement shall automatically continue on a rolling monthly basis unless terminated by either party giving not less than three (3) months’ written notice.
Microsoft 365 licences, cybersecurity subscriptions (including Huntress and similar platforms), backup services, cloud subscriptions, and other third-party subscriptions supplied by Geeks on Wheels shall remain chargeable for the duration of the agreement unless otherwise agreed in writing.
If the client terminates the agreement before the expiry of the initial contract term, Geeks on Wheels London Ltd reserves the right to invoice the client for all charges due for the remainder of the initial term.
Fair Usage
Unlimited remote support covers standard day-to-day technical issues. Excessive or unreasonable use that affects service availability may result in a service review, additional charges, or the requirement to move to a more appropriate support plan.
Exclusions
Recurring support plans do not include:
- Hardware repairs or replacements
- Major infrastructure or network projects
- Third-party vendor support where the issue does not relate to systems managed by GoWL
- Out-of-hours or emergency work unless expressly included within the client’s agreement
- Software development or bespoke programming services
Travel costs, including parking charges, congestion charges, ULEZ charges, and other travel-related expenses, may still apply.
Service availability may occasionally be affected by scheduled maintenance, third-party outages, or circumstances outside GoWL’s reasonable control.
This clause gives Geeks on Wheels strong protection whilst retaining flexibility to agree different terms with specific clients where appropriate.
18. Client Responsibilities
Clients must ensure:
- Reasonable access to premises
- Availability during the engineer visit
- Accurate system information
- Adequate data backups prior to service
Clients are responsible for:
- Maintaining appropriate data backups and verifying their integrity
- Implementing and maintaining adequate cybersecurity measures, including strong passwords and multi-factor authentication where available
- Ensuring that systems, software, and devices are kept up to date with vendor-released security updates
- Not sharing login credentials or permitting unauthorised access to systems
19. After-Hours & Emergency Visits
Appointments requested outside normal working hours or emergency call-outs may incur higher labour rates. Rates will be advised at the time of booking.
20. Handling Client Credentials
All client login credentials, passwords, and system access details are treated confidentially and used solely for delivering the agreed services. Credentials are securely deleted or returned upon completion of work unless otherwise agreed.
21. Confidentiality
GoWL will maintain the confidentiality of client information and will not disclose customer data to third parties except where required by law.
22. Goods Supplied by GoWL
Any hardware, software, or equipment supplied by GoWL remains the property of GoWL until payment has been received in full.
Manufacturer warranties apply where relevant.
23. Third-Party Products & Services
GoWL is not responsible for faults, delays, or service interruptions caused by third-party vendors including software providers, internet service providers, cloud platforms, hardware manufacturers, or delivery companies.
24. Cloud Services & Microsoft 365
Where GoWL provides assistance with cloud platforms including Microsoft 365, Google Workspace, or other hosted services, the client acknowledges that these platforms are operated and maintained by third-party providers.
GoWL does not control the availability, performance, security, or data retention policies of these services.
GoWL shall not be liable for any loss, disruption, data loss, service outage, security breach, or other issue arising from the operation or failure of third-party cloud services.
Clients remain responsible for maintaining appropriate backups, access controls, and security policies within their cloud environments.
25. Diagnostics & Estimate Fees
Where equipment is submitted for diagnostics or fault investigation, GoWL reserves the right to charge a diagnostic fee for time spent assessing the issue, even if the client chooses not to proceed with repair.
Estimates are based on information available at the time and may change if additional faults are discovered during repair.
26. Storage & Uncollected Equipment
Clients will be notified when equipment is ready for collection.
Equipment not collected within 14 days may incur a reasonable storage charge.
Equipment left uncollected for more than 90 days after notification may be disposed of, recycled, or sold to recover storage or administrative costs.
27. Complaints Resolution
GoWL aims to provide the highest standard of service. If a client is dissatisfied with any aspect of the work carried out, they should contact us as soon as possible.
Upon receipt of a complaint:
- GoWL aims to respond within 5 working days
- A suitable resolution will be proposed
- An engineer may be scheduled to inspect or remedy the issue if required
If a resolution cannot be reached, clients may escalate the complaint through Which? Trusted Traders Alternative Dispute Resolution (ADR).
Which? Trusted Traders
Tel: 02922 670 040
28. Changes to Terms
Geeks on Wheels London Ltd reserves the right to update or amend these Terms & Conditions from time to time. The most current version will always be published on the Geeks on Wheels website.
Continued use of our services following any updates to these Terms & Conditions shall constitute acceptance of the revised terms.
29. Interpretation
If any provision of these Terms & Conditions is found to be invalid, unlawful, or unenforceable, the remaining provisions shall remain in full force and effect.