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Terms & Conditions Terms & Conditions

Your use of Computer Upkeeps services is governed by the following terms and conditions. Please read them carefully. They do not affect your statutory rights.

Our Agreement

By ordering services from Computer Upkeep you are entering into a contract with us. The terms below are important and set out our obligations to you and what you are agreeing to.

Order Process

When you have selected the services you want these will be shown in your shopping basket. The total cost of your order will be the price of the services you order. All these will be set out clearly in your shopping basket before you submit your order.

You will have an opportunity to check and correct any input errors up until you click the submit order button. After you submit an order we will send you an e-mail confirming your order. The e-mail we send you will contain relevant details of the service ordered, we will then contact you to confirm the date when our Technician will visit you.

To order our service you will need to supply us with a phone number on which we are able to contact you (this numbers may be a mobile or fixed line together with an e-mail address.

Our contract with you, and your service order, is not legally binding until 6.00pm the day before our Technician is due to visit you. For a service visit scheduled on a Monday the order becomes legally binding at 6.00pm the Friday before. You may cancel at any time up to this point and claim a full refund by e-mailing cancel@computer-upkeep.com. If you order more than one service each service may be cancelled separately for any reason.

Fees and Payment

We accept payment by Mastercard, Visa, Delta, Maestro and American Express. Payment is deducted when we process your order. Any refunds will be made to the credit or debit card used for purchase.

All prices and charges on this site are in UK pounds.

IMPORTANT: We try very hard to ensure that all information on this site is accurate. However, just occasionally, an error can occur. If we discover an error in the price or description of a service or product you have ordered, we may cancel your order at any time up to 6.00pm on the day before the first home visit appointment (or the Friday before for a Monday appointment). We will contact you where we become aware of an error and ask you whether you wish to continue with your order at the correct price or cancel it. If we do cancel your order you will receive a full refund of any charges paid in advance.


The No-Fix-No-Fee service is offered on a no-fix-no-fee basis. This means that if we can’t fix your computer within 28 days you will no be charged for any work carried out or receive a full refund of your money provided you have complied with our requirements set out below in the section ’Service Visit Requirements’. While we cant guarantee we’ll be able to fix your computer our Technicians will use all their skill and care to resolve the problem including return visits if necessary.

Booking Service Slots

If you wish to make an appointment for our service(s), you can do so by following the on-line booking process. Appointments for a Technician to visit your home can be made for a specific day, Monday to Sunday, and our Technician will visit you between 8.30am and 5.00pm. Appointments are subject to availability and will be allocated on a first come, first served basis.

The date of the appointment slot for your Technician service visit will be confirmed in a phone call or the e-mail we send you after you have placed your order.

Our Technician will call you on the morning of the appointment between 8.00am and 10.00am to advise you of the estimated time of arrival of our Technician (if the visit is planned to be before 10.00am then you will get a call before the visit). Computer Upkeep will try and be as specific as possible but may only be able to give an indication of when our Technician intends to arrive, for example, within a 4 hour window.

Sometimes it may be necessary to re-schedule an appointment due to factors beyond our control. If it is necessary to do this, we will telephone you to try to re-schedule another appointment as soon as reasonably possible at a mutually convenient time. In the unlikely event we do have to reschedule an appointment at any time you may cancel your order and claim a full refund for the service affected.

We may need to arrange repeat In-Home visits in order to fix a problem.

Cancelling or Changing an Appointment

You may cancel or make a change to a home appointment at any time before 6.00pm the day before the appointment date. Cancellations made before 6.00pm on the day prior to the appointment will be entitled to a full refund of the service paid for. If you cancel or change an appointment after this time we will do our best to re-arrange our schedules without cost to you but we may withhold up to 20% of the fees paid to cover our cancellation costs.

Service cancellations can be made by e-mailing the Computer Upkeep at cancellation@computer-upkeep.com

Appointment changes can be made by calling 0800 756 9554.

Cancellations for remote services (those services for which a Technician assists you but is not present, for example over the phone or an internet connection) may be made before use of the service commences.

Missed Appointments

If you are unable to keep a service appointment or there is no adult present at the address specified during booking when the Technician arrives then we will leave a note to say the engineer called. Please re-book the appointment using the number specified in the confirmation e-mail or on the calling card. If you are out at the agreed appointment time and subsequently cancel your service order Computer Upkeep may withhold up to 20% of the fees paid to cover its costs.

Three Month Warranty

All the Computer Upkeep’s services carry a three month warranty on parts and expertise. This means if there is a recurrence of the same problem we had fixed or any fault which is connected to the service provided we will either try again to fix the problem at no extra charge or, if we cannot fix the problem, we will refund your money in full for the services performed. This excludes faults caused by the failure of other components after the repair has taken place, or by faults caused through the incorrect use of software or downloaded material, or by faults arising from accidental damage or incorrect use of the product.

Service Visit Requirements

IMPORTANT: You are responsible for ensuring that all data and information on your computer or other hardware is saved and appropriately backed up before we access your system. We will not be responsible for any loss of data, information or records.

If you book an In-Home service appointment we will need the following at the time of appointment:

  1. an adult (over 18 yrs of age) who has a basic knowledge of the service required or any problems encountered must be present;
  2. access to the area and equipment being serviced and the electricity mains, plus light and power;
  3. your agreement to follow our reasonable instructions;

In addition to the above requirements, if we will be working on your computer we will need:

  1. a person with administrator level access present;
  2. any relevant software recovery disk(s) (or other media); and
  3. a connected CD or DVD writer or reader.

Your computer system should have Microsoft Windows XP or later operating systems or Apple OS X or later, if you do not have these our Technician will still try and complete the requested service but as earlier systems are not supported by the licensee chances of a successful resolution may be limited (this will not affect your no-fix-no-fee).

If your software is, or appears to be, unlicensed we may not be able to fix it.

If you do not comply with the above requirements and we are unable to fix your computer for that reason we may retain up to 20% of the fees paid by you.

Remote Services

Whilst our engineers will use reasonable amounts of skill and care to resolve problems you have referred to us, you accept that we may not be able to correct your problem using our remote support service due to circumstances beyond our control. In the event that it is not possible, we will discuss alternative methods with you in order to resolve your problem, including our in-home service.

We rely on the information you give us to operate this service. Such information must be complete and as accurate as possible to enable use to effectively resolve your problem.

Software Licenses

Any software patches, upgrades or fixes applied to your system by our engineers during either a Remote Service or an In-Home appointment, are licensed to you by us or the relevant third party licensors for your own reasonable personal and non-commercial use only unless otherwise stated. You may not supply such software to anyone else. The licensor retains all copyright and other intellectual property rights in such software.

Liability Exclusions

We do not have specific knowledge of your computer and its configuration. Whilst we will use our best efforts to minimise disruption to your system, we cannot be responsible for any unforeseen consequences of our services.Our services may affect manufacturer warranty validity. It is your responsibility to assess the effect of our services on any manufacturer’s warranty and take appropriate action. We cannot be responsible or liable to you in relation to any service regarding:

  • any loss or corruption of data, information or records;
  • any loss of goodwill, or any loss of (or interruption to) business or contracts;
  • any failure by you to follow our reasonable advice, recommendations or instructions;
  • any losses you may suffer arising from your use of (or failure to use) any anti-virus software; and
  • any loss that is not reasonably foreseeable.

    Information We Require and Use of Information

    We will ask you for certain details which we require to perform the service. This includes address and contact telephone numbers able to accept incoming calls and an e-mail address. We may record your conversations with our engineers for training or records purposes. Your data protection and privacy rights regarding other information we may collect are set out in our Privacy Policy. The use of this information is governed through our privacy policy (below).

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    01.ESET NOD32 Antivirus Version 5 Home Edition (Renewal Price)
    02.1 x Hour Block @ Your Home
    03.HOME Support Credits (60)
    04.ESET NOD32 Antivirus Version 5 Home Edition
    05.2 x Hour Blocks @ Your Home
    06.Remote Health Check 5.00 per month per device (6 Months Cover)
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    Copyright © 2018 Computer Upkeep Limited
    Registered Office: 1386 London Road, Leigh-on-Sea, Essex, SS9 2UJ
    Registered in England & Wales, Registration No. 06780525