Service Terms & Conditions

These terms apply to any service we provide. By booking a job with us, you agree to these terms. If anything is unclear, please ask before confirming the booking.

Mad Tech Heads is a trading name of Mad Tech Heads LTD (Company Number: 14440918; ICO Registration: ZC131659).

We provide on-site mobile repair services and workshop-based "pickup & drop-off" repairs covering:

• Laptop and desktop PC repair
• Phone and tablet repair
• Network and wifi setup
• Email and software issues
• Data recovery (where possible)
• Hardware upgrades (RAM, SSD, batteries, screens)
• Small-business IT support

We do not offer:

• Emergency or out-of-hours callouts
• Repair of large appliances or fully water-damaged devices
• Software piracy assistance, account recovery for accounts you cannot prove you own, or any work we reasonably believe to be unlawful

We operate Monday, Wednesday, Thursday and Friday, with appointments running until 4:00pm. We cover all areas of Kent and do not charge premium fees for distance within Kent.

3.1 Booking

Bookings can be made online, by phone, or by message. A booking is confirmed when we send you a confirmation email or SMS with your appointment time.

3.2 Quotes

For repairs requiring parts or significant labour, we may provide a written quote in advance. Quotes are valid for 14 days unless stated otherwise.

3.3 Parts deposits

For any job requiring us to order parts on your behalf, the parts cost is payable upfront as a parts deposit. This protects us from being out of pocket if a customer is unable to proceed. The deposit will be deducted from your final invoice.

If you choose not to proceed after we have ordered parts, the parts deposit is non-refundable. We will hand over the ordered parts to you if you wish.

Our current rates are:

• First hour of labour: £65
• Additional time: £15 per 15 minutes (rounded up to the next 15-minute increment)
• Diagnostic / travel charge (no-fix-no-fee): £25 — payable only if we are unable to complete the repair. This is waived if we proceed with a successful repair.
• Pickup & drop-off service: standard rate minus £20 per hour of labour
• Parts: charged at cost plus our standard markup; markup percentage is disclosed in quotes

Existing customers who held a booking with us before 27 May 2026 continue to be charged at the rate that applied at the time of their first job with us, until we agree otherwise.

VAT is not charged at present as we are below the UK VAT threshold. If this changes, we will give reasonable notice before VAT is added to invoices.

We accept bank transfer, cash, debit/credit card (via tap-to-pay on phone), and direct debit (for recurring customers).

Invoices are due within 7 days unless otherwise agreed.

Late payments may attract interest at the statutory rate under the Late Payment of Commercial Debts (Interest) Act 1998 where applicable.

6.1 Our standard

Under the Consumer Rights Act 2015, we agree to perform our services with reasonable care and skill, within a reasonable time, and (where price was not agreed in advance) for a reasonable price. We take pride in our work and aim to exceed these statutory minimums.

6.2 Customer responsibilities

You agree to:

• Provide accurate information about the device and the fault
• Back up your own data before our visit where reasonably possible — we cannot guarantee data preservation on a device that is already failing
• Confirm you are the owner of the device (or have permission from the owner) before we begin work
• Provide safe access to the premises and the device

6.3 Scope of work

We will only carry out work that is within the agreed scope. If, during the work, we identify additional issues or work that would take us beyond the original scope or estimated time, we will pause and discuss this with you before proceeding.

7.1 Labour warranty

We warrant our labour for 30 days from the date of the completed repair. If the same fault recurs within this period and is the result of our work, we will return and address it at no further labour cost.

7.2 Parts warranties

Parts we supply are covered by the following warranty periods from the date of fitting:

• New parts: 12 months
• Refurbished parts: 6 months
• Used (Grade A) parts: 3 months
• Used (Grade B) parts: 1 month
• Pulled parts: 1 month

The condition of any part supplied will be stated clearly on your quote and invoice.

7.3 What warranties do not cover

Our warranties do not cover:

• Damage caused by accident, misuse, water/liquid, drops, or unauthorised modification after our work
• Pre-existing issues unrelated to the work we performed
• Software issues, viruses, or data loss occurring after the repair
• Consumable wear (batteries below 80% original capacity after several months of use, etc.)

7.4 Your statutory rights are not affected

The warranties above are in addition to, not in place of, your statutory rights under the Consumer Rights Act 2015. Nothing in these terms limits your statutory rights as a consumer.

If we collect your device for workshop repair:

• We will give you a written handover document at collection, recording the device's condition and what work is agreed
• You will sign the handover document; we will provide you with a copy
• We may photograph the device at collection as evidence of its pre-repair condition
• For devices valued over £300, we may require you to provide photo ID at collection. This is for anti-theft and dispute-resolution purposes. ID photos are stored securely, restricted to admin access only, and automatically deleted 90 days after the device is returned to you.
• While the device is in our possession we will store it securely. Our insurance covers reasonable loss or damage caused by us during this period.

We are not responsible for:

• Existing damage or fault not noted on the handover document
• Data loss where you have failed to back up data before handover
• Delays caused by parts unavailability, third-party services, or factors outside our control

9.1 During the repair

We will not access your personal files or data unless this is necessary to carry out the repair you have requested. Where access is unavoidable (e.g. data recovery work), we treat your data as confidential and do not copy, retain, or share it.

9.2 Data destruction service

For any device or storage media we replace, you can request a Certificate of Destruction at no extra charge. We will:

• Physically destroy the storage media using appropriate methods (drilling, shredding, etc.)
• Photograph the destruction process
• Document the subsequent disposal route (licensed recipient, waste transfer note where applicable)
• Provide you with a signed PDF certificate for your records

This service is included free with any data-bearing device replacement.

9.3 Your data, our records

For more information about how we handle your personal data, see our Privacy Policy and Data Protection Complaints Process.

10.1 By you

You can cancel or reschedule an appointment by contacting us as soon as possible. We don't charge for cancellations made more than 24 hours before the appointment.

For cancellations made within 24 hours of the appointment, or for missed appointments where we were already en route, we may charge a £25 visit fee to cover travel.

10.2 By us

On rare occasions we may need to cancel or reschedule an appointment due to illness, vehicle failure, or other unforeseen circumstances. If this happens, we will contact you as soon as possible and offer the next available slot.

10.3 Refunds

If we are unable to deliver a service for which you have paid in advance, we will refund the relevant amount via the same payment method, within 14 days.

11.1 What we are liable for

We are liable for any direct loss caused by our negligence or breach of these terms, up to a maximum equal to the total amount you have paid us for the relevant job.

11.2 What we are not liable for

We are not liable for:

• Loss of data, where the customer has failed to back up their own data
• Indirect or consequential losses (business interruption, lost profits, etc.)
• Any loss caused by circumstances outside our reasonable control

11.3 No exclusion of statutory liability

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, or any other liability that cannot lawfully be excluded under UK law.

If something goes wrong, we want to know. Contact us first at [email protected] or 020 3432 4086 — we will acknowledge your complaint within 5 working days and aim to respond fully within 30 days.

For complaints specifically about how we handle your personal data, see our Data Protection Complaints Process.

If your complaint is not resolved to your satisfaction, you may refer it to:

• The Information Commissioner's Office (for data protection complaints) — ico.org.uk
• Citizens Advice (for consumer rights guidance) — citizensadvice.org.uk
• Trading Standards (via your local council) — for consumer protection issues

You also have rights to pursue the matter through the Small Claims Court if it cannot be resolved through dialogue.

We may update these terms from time to time. The current version is the one published on this page, with the date below.

For ongoing service relationships (recurring jobs, maintenance contracts), changes to terms will be notified to you in advance and you will have the option to end the arrangement before any changes take effect.

These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

These terms were last updated on 28 May 2026. · Version 1.0