1. Business identity and contact
WIT Solutions is the trading name used by Toby David Wheeldon, a UK sole trader based in Stainforth, Doncaster, England. Email: [email protected].
A geographical correspondence/service address will be supplied in writing before a customer enters into a paid distance or off-premises service contract where it is legally required. WIT does not currently publish a home address on this website.
2. Scope, quotes and authorisation
WIT provides troubleshooting, setup, configuration, advice, repair-related support and related IT services. Work is limited to the task or reasonable scope agreed with the customer. If the job changes materially, WIT will explain the change and obtain agreement before carrying out additional chargeable work.
The customer confirms that they own, are responsible for, or have permission to request work on the equipment, account, network, software or data concerned.
Quotes and estimates are based on the information available at the time. A quote is a proposed price for the stated scope; an estimate is an indication where the exact work or cost cannot yet reasonably be known. Parts, licences, subscriptions, specialist recovery and third-party services are extra unless expressly included.
3. Pricing and payment
Website prices are guide prices unless a fixed price has been expressly agreed. The expected charging basis, including any travel or parts cost that is known in advance, will be confirmed before chargeable work begins.
Invoices will describe the work or goods supplied and the amount due. Payment terms shown on the invoice or agreed in writing apply. WIT may require payment or a deposit before ordering customer-specific parts or committing substantial third-party costs.
4. Consumer statutory rights
Nothing in these terms removes or restricts a consumer's statutory rights. Consumer services must be performed with reasonable care and skill and, where no specific time or price has been agreed, within a reasonable time and for a reasonable charge as required by applicable law.
If a consumer service does not conform to the contract, statutory remedies may include repeat performance or an appropriate price reduction where the legal conditions are met.
5. Distance and off-premises cancellation rights
Where statutory cancellation rights apply to a consumer service contract agreed at a distance or away from WIT's business premises, the normal cancellation period is 14 days from the day the service contract is entered into.
If you ask WIT to begin a service during that cancellation period, WIT will obtain an express request before starting where the law requires it. If you later cancel, you may have to pay a reasonable proportion for services supplied up to cancellation. If a service has been fully performed after the required request and acknowledgement, the statutory cancellation right may end.
Different or limited cancellation rules can apply in particular circumstances, including certain urgent repair or maintenance visits specifically requested by the consumer. See the Cancellation rights page for a practical summary and cancellation form.
6. Fair-fix principle
WIT does not treat an unresolved troubleshooting job as automatically earning the same full fee as a completed repair. Where the main agreed outcome has not been achieved, the final charge should reasonably reflect what was actually delivered.
A diagnostic, call-out, travel or time charge may still apply where WIT has attended, investigated the fault, provided a useful diagnosis or recommendation, or completed part of the requested work. Successfully completed work, supplied parts and unavoidable third-party costs remain chargeable.
The fair-fix principle does not mean every unsuccessful outcome is free. Examples can include faults caused by failed third-party services, inaccessible accounts, unsupported or irreparably damaged equipment, customer refusal of a recommended fix, or cases where diagnosis itself is the agreed service.
7. Free Tech Check and remote support
The free Tech Check is an initial no-obligation assessment, normally handled by email, with a short phone callback available by request. Tech Check enquiries received by WIT will receive an initial response within one working day. It does not include remote access, hands-on troubleshooting, repair work or detailed configuration.
Remote access will only be used with the customer's permission and for the agreed support task. The customer should remain available during the session unless another arrangement has been agreed. WIT may stop a session if continuing would be unsafe, outside scope or likely to create disproportionate risk.
8. Data, backups, passwords and privacy
Customers should maintain a current backup of important data before repair, upgrade, migration or troubleshooting work wherever reasonably possible. If a device is already failing, a complete backup may not be possible.
WIT will use reasonable care when handling devices and data, but faulty storage, corruption, malware, encryption or existing hardware damage can create risks that cannot be eliminated. Specialist data recovery is separate unless expressly agreed.
Do not send passwords, recovery codes or payment-card details by ordinary email. If credentials are required for an agreed task, they should be shared only when necessary and changed afterwards where appropriate. See the Privacy notice for more information.
9. Parts, software and third-party services
Hardware, software licences and external services may be supplied or recommended where appropriate. Manufacturer, developer or supplier terms and warranties apply to third-party products. WIT is not responsible for outages, defects or policy changes in services operated by other providers, although WIT may assist with diagnosis or escalation.
Customer-specific or specially ordered parts may require advance payment and may be subject to supplier return restrictions where the law permits. Any such restriction will be explained before the order is placed.
10. Devices left with WIT
WIT will take reasonable care of equipment while it is in WIT's possession and will record significant accessories or visible existing damage where appropriate. Customers should remove unnecessary valuables and maintain backups where possible.
If equipment is not collected after work is complete, WIT will make reasonable attempts to contact the customer. WIT will not treat uncollected equipment as abandoned or dispose of it without following the applicable legal process and any notice required at the time.
11. Responsibility and limits
WIT is responsible for carrying out agreed services with reasonable care and skill. WIT is not responsible for a problem that was pre-existing, outside the agreed scope, caused by a third-party provider, or caused by information or access the customer did not make available, except where the law provides otherwise.
Nothing in these terms excludes or limits liability where it would be unlawful to do so, or restricts statutory consumer remedies that cannot lawfully be excluded.
12. Small-business support
Recurring business support covers only the users, devices, systems, hours and services included in the agreed plan or written scope. Projects, migrations, major hardware deployments, specialist security work and other substantial changes may be quoted separately.
Unless expressly agreed in writing, WIT does not provide a 24/7 helpdesk, guaranteed emergency response, enterprise security operations centre, disaster-recovery guarantee or other enterprise-grade managed-service commitment.
13. Cancellations, appointments and delays
If an appointment needs to be changed, reasonable notice is appreciated. Where significant travel has already begun, a part has been specially ordered, or specialist time has been reserved specifically for a customer, a reasonable charge may apply where permitted by law and where the basis of that charge was made clear in advance.
Estimated completion times are not guarantees unless expressly agreed. WIT will communicate material delays when reasonably possible.
14. Complaints and refunds
If you are unhappy with a service or invoice, contact WIT promptly so the issue can be reviewed. WIT may offer explanation, corrective work, repeat performance, a price adjustment, refund or another appropriate remedy depending on the circumstances and the customer's legal rights.
The full process is set out in the Complaints & refunds policy. Statutory consumer rights are not replaced by that policy.
15. Law and changes to these terms
These terms are governed by the law of England and Wales, while preserving any mandatory consumer protections that apply to the customer. If a court finds one term unenforceable, the remaining terms continue to apply so far as legally possible.
WIT may update these general terms for future work. The terms or written scope supplied when a particular job is agreed will apply to that job unless a later change is expressly agreed.
Last updated: 1 October 2026. These terms are a practical operating draft and are not a substitute for tailored legal advice where a job, customer or contract carries unusual risk.