1. Introduction
These Terms and Conditions govern all IT support services provided by Christopher Gavey trading as Channel Tech Support ("we", "us", "our") to clients ("you", "your"). Channel Tech Support is a sole trader business registered and operating in Guernsey, Channel Islands.
By booking or accepting our services — whether online, by phone, email, or in person — you agree to be bound by these Terms and Conditions. Please read them carefully before engaging our services.
These terms apply to all service engagements including on-site visits, remote support sessions, and any sale or sourcing of hardware or parts.
2. Services
We provide IT support services for home users and small businesses in Guernsey, including but not limited to:
- Computer and laptop repair, diagnostics, and optimisation
- Business IT support including Microsoft 365, Entra, Intune, and Defender
- Printer setup, configuration, and repair
- Wi-Fi and home or office networking
- New PC setup and data transfer
- Virus, malware, and ransomware removal and remediation
- Cloud and physical data backup and recovery
- Remote IT support
- Sourcing and supply of hardware and parts
We reserve the right to decline any job that falls outside our area of expertise or competence. In such cases we will endeavour to signpost you to an appropriate alternative provider.
3. Bookings and Appointments
Bookings can be made via our website at channeltechsupport.com, by phone on 07911 182 339, or by email at support@channeltechsupport.com. A booking is confirmed once we have acknowledged it in writing or by phone.
Please ensure that the information you provide at the time of booking is accurate and sufficient for us to prepare for your appointment. Inaccurate or incomplete descriptions of the issue may result in additional time being required, which will be charged at our standard rate.
For on-site visits, please ensure that relevant equipment is accessible and that an adult (aged 18 or over) is present throughout the appointment. We reserve the right to reschedule if these conditions are not met on arrival.
4. Cancellation Policy
We understand that circumstances change. Where possible, please provide as much notice as you can if you need to cancel or reschedule an appointment.
If you cancel or reschedule with less than 24 hours' notice before your scheduled appointment, we reserve the right to apply a discretionary cancellation charge of up to 50% of the estimated job cost or the minimum call-out rate. Whether this charge is applied will be assessed on a case-by-case basis.
If we are required to cancel or reschedule your appointment for any reason on our part, we will endeavour to notify you as early as possible and arrange an alternative time at no additional cost to you.
5. Charges and Payment
5.1 Hourly Rate
Our standard rate is £75.00 per hour (or part thereof). Time is charged from arrival on site or from the commencement of a remote session. We will provide a reasonable estimate of the time required before commencing work where this is practicable, but estimates are not fixed quotations.
5.2 Invoicing
Invoices are issued upon completion of work and are payable within 7 days of the invoice date. Invoices are sent electronically. It is your responsibility to ensure that a valid email address is provided at the time of booking.
5.3 Late Payment
If payment is not received within 7 days of the invoice date, we reserve the right to apply a late payment reminder and, where necessary, to withhold further services until the outstanding balance is settled. We may also pursue overdue amounts through appropriate legal channels.
5.4 Additional Charges
Where a job requires additional time beyond the original scope, we will inform you before proceeding. Any additional time will be charged at the standard hourly rate. Charges for parts, hardware, or third-party software licences are in addition to labour charges and are set out in Section 6.
6. Parts and Hardware
Where your repair or upgrade requires parts or hardware, you may either supply these yourself or ask us to source them on your behalf.
Where we source parts or hardware on your behalf, these will be charged at a competitive market rate which may include a reasonable handling and procurement margin. We will provide pricing information before ordering and will not proceed without your approval.
We make no warranty in relation to parts or hardware supplied by third-party manufacturers or retailers. Any manufacturer's warranty on parts or hardware is between you and the manufacturer. We accept no liability for the failure of third-party components or for damage arising from the use of client-supplied parts that are faulty, incompatible, or unsuitable.
We reserve the right to decline to install client-supplied parts if, in our professional judgement, they are unsuitable, unsafe, or likely to cause damage.
7. Client Responsibilities
By engaging our services, you agree to:
- Provide accurate and complete information about the issue and your equipment at the time of booking
- Ensure that relevant data and files are backed up before any repair, upgrade, or system work commences — we accept no liability for data loss where a backup has not been taken
- Ensure you have the legal right to use any software installed on your device and that any licences required are valid
- Obtain any necessary permission from the owner of equipment or premises before we carry out work
- Provide safe and reasonable access to your home, premises, or equipment during on-site visits
- Inform us of any known hazards or conditions relevant to our visit
- Settle invoices within the agreed payment period
8. No Guarantee of Outcome
Computers, networks, and electronic devices are inherently unpredictable. While we will apply our professional skill and experience to every job, we cannot guarantee a specific outcome or that a fault will be fully resolved in every case.
Where we are unable to resolve an issue, or where a device is beyond economic repair, we will advise you honestly and discuss your options. Labour charges may still apply for time spent diagnosing a fault, even where no resolution is achieved.
We do not offer a warranty on completed work. If you experience a recurrence of the same issue following a completed job, please contact us and we will assess the situation on a reasonable and fair basis.
9. Limitation of Liability
Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited by applicable law.
Subject to the above, our total aggregate liability to you in connection with any single service engagement shall not exceed the total fees paid by you for that specific job as shown on the relevant invoice.
We accept no liability for any indirect, consequential, or economic loss, including but not limited to loss of data, loss of profits, loss of business, business interruption, or loss of business opportunity, even if we have been advised of the possibility of such loss.
We strongly recommend that all clients maintain up-to-date backups of their data prior to engaging our services. We accept no responsibility for data loss where no backup exists or where a backup has not been verified.
We maintain Professional Indemnity insurance (£500,000) and Public Liability insurance (£5,000,000) appropriate to our business activities.
10. Data Protection and Privacy
Channel Tech Support is registered with the Office of the Data Protection Authority (ODPA) in Guernsey. We process personal data in accordance with the Data Protection (Bailiwick of Guernsey) Law 2017 and our Privacy Policy, which is available at channeltechsupport.com/privacy.html.
During the course of providing IT support, we may temporarily access your device, files, or systems. We will only access data necessary to carry out the work requested. We do not retain, copy, or share your personal data except as described in our Privacy Policy.
You are responsible for ensuring that you have appropriate authority and permission to allow us to access any systems or data we are asked to work with, including where third-party or business data is involved.
11. Third-Party Software and Services
Where we install, configure, or advise on third-party software, applications, or cloud services, we act in an advisory and technical capacity only. The terms and conditions and licence agreements of those third parties apply directly between you and the relevant provider.
We accept no liability for the performance, availability, security, or data handling practices of any third-party software or services.
12. Intellectual Property
Any scripts, documentation, guides, or custom configurations produced by us in the course of delivering services remain the intellectual property of Channel Tech Support unless explicitly agreed otherwise in writing. You are granted a personal, non-transferable licence to use such materials for the purpose for which they were created.
13. Governing Law
These Terms and Conditions are governed by and construed in accordance with the laws of the Bailiwick of Guernsey. Any disputes arising in connection with these terms shall be subject to the exclusive jurisdiction of the courts of Guernsey.
14. Changes to These Terms
We may update these Terms and Conditions from time to time. The current version will always be available on our website. Continued use of our services following any update constitutes acceptance of the revised terms.
15. Contact
If you have any questions about these Terms and Conditions, please contact us:
Channel Tech Support
Email: chris@channeltechsupport.com
Phone: 07911 182 339
Website: channeltechsupport.com