1. Free Initial Diagnostic

We offer a free initial diagnostic to understand the technical problem you're experiencing and assess whether we can help.

Following this assessment, we'll explain the recommended work, any relevant limitations and the price.

There is no obligation to proceed with our services following the initial diagnostic.

2. Pricing & Payment

All chargeable work is quoted in advance and must be paid for upfront.

We will only begin work once you have accepted the quotation and payment has been received.

Your payment covers the specific work agreed in your quotation. It does not automatically include additional troubleshooting or unrelated problems.

3. Our Resolution & Refund Guarantee

We want you to have confidence when choosing Matlock IT Solutions.

If we begin the agreed work but are unable to resolve the specific technical problem covered by your quotation, we will refund 100% of the amount you paid for that work.

We will not deduct fees for our time or unsuccessful troubleshooting when applying this guarantee.

Refunds will normally be processed within 5 working days, although your payment provider may take additional time to return the funds.

This guarantee does not replace or restrict any statutory consumer rights you may have.

4. Additional Work & Charges

Sometimes, further investigation may reveal that additional work is required to resolve a problem.

If this happens, we will explain what is needed and provide a new or revised quotation.

We will never undertake additional chargeable work without your approval and full upfront payment.

You are under no obligation to accept additional work.

If you choose not to proceed, we will explain what has been completed and any outstanding issues.

5. Remote Support

Our services are currently provided remotely.

You must have the authority to allow us to access your device and must provide any necessary cooperation to enable us to carry out the agreed work.

Some technical problems may require physical repairs, specialist equipment or assistance from third parties and may therefore be unsuitable for remote support.

If we discover that we cannot resolve the agreed problem remotely, our resolution and refund guarantee will apply.

6. Your Data & Backups

We recommend backing up important files, photographs and documents before any support session.

Although we take reasonable care when working on your devices, technical troubleshooting can carry risks, particularly where there are existing hardware, software or data problems.

We will handle your information responsibly and only access your device for the purpose of providing the agreed support.

Nothing in these terms excludes liability where we are legally responsible for loss or damage.

7. Cancellation Rights

If you purchase our services remotely, you will generally have a statutory 14-day cancellation period under UK consumer law.

If you request that we begin work immediately, before this period expires, we will ask for your express consent.

If you cancel after work has started, you may be required to pay a proportionate amount for services already provided, where permitted by law.

If you acknowledge the relevant legal requirements and we fully complete the agreed service, your statutory right to cancel may end at that point.

These cancellation rights are separate from our resolution and refund guarantee.

8. Our Commitment to You

We aim to provide all services with reasonable care and skill, communicate clearly and keep you informed throughout the support process.

We cannot guarantee that devices will never develop further problems or that third-party software and services will always operate correctly.

Any work outside the original quotation will always require your approval.

9. Consumer Rights

Nothing in these terms is intended to remove or restrict your statutory rights under UK consumer protection legislation, including the Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

10. Acceptance of Terms

By accepting a quotation and purchasing our services, you confirm that you have had the opportunity to read and understand these terms.

Where work is to begin during your statutory cancellation period, any additional consent and acknowledgement required by law will be obtained separately.

For further information, please contact Matlock IT Solutions before purchasing our services. 

Matlock IT Solutions

Friendly local support you can count on.