Version: 28 September 2026
The consumer cooling-off period
For a service-only contract agreed by phone, online or away from our business premises, consumers normally have 14 days to cancel without giving a reason. The period ends 14 days after the day the service contract is made. We explain any applicable exception before you book.
Where the contract is for goods, including goods supplied with installation, the cancellation period normally ends 14 days after the day you, or someone you nominate other than the carrier, receives the goods. Separate deliveries can change the starting date. Your booking confirmation will identify the contract and the applicable cancellation deadline.
These are statutory rights for consumers. Different rules can apply to a business purchase. If cancellation information that the law requires is not supplied, the cancellation period can be extended by up to 12 months.
How to cancel
Send a clear statement that you wish to cancel to help@computerambulance.co.uk, or call 07525 751122. Include your name and enough information to identify the booking. You can also use the postal details supplied with your booking confirmation. Sending your cancellation before the deadline is sufficient.
You do not have to use a particular form. Keep a copy or a note of your cancellation. We will acknowledge receipt and explain any refund or work already carried out.
If you want help before the 14 days are up
We can begin a service during the cooling-off period if you expressly ask us to. We record that request separately when arranging the work; for an agreement made at your home, the request must be on paper or another durable format such as email. The website enquiry checkbox is not an early-start request.
If you then cancel before completion, you pay only a proportionate amount for the service supplied up to cancellation, based on the agreed total price, provided we gave the required information and obtained your request. You owe no charge for that early service where those legal conditions have not been met.
For a service-only contract, the cancellation right ends once the service is fully performed only if you expressly requested the early start and acknowledged beforehand that completion would end that right. Starting a repair alone does not automatically remove all cancellation rights.
Refunds and returning goods
For a cancelled service, we refund payments due without undue delay and within 14 days of being told you are cancelling, less any lawful proportionate charge for work you requested early. We normally use the original payment method unless you agree otherwise, without a refund fee.
For a goods cancellation, return the goods within 14 days of telling us, unless we have agreed to collect them. We reimburse the goods and the cost of the least expensive standard delivery we offered; we may withhold the refund until the goods are received or you supply evidence of return, whichever is earlier. This does not apply where we have offered to collect.
Any direct return cost payable by you must have been disclosed before you agreed the purchase. We pay that cost if it was not disclosed, where we agreed to pay it, or where the law requires us to. We will explain any collection arrangement and the return address. A deduction may be made for reduced value caused by handling beyond what is needed to establish the goods' nature, characteristics and functioning, where the law permits.
A faulty or misdescribed part is different from a change of mind. Your statutory remedies remain available, including applicable repair, replacement, rejection or refund rights.
Urgent repairs and software
A narrow exception can apply when you specifically request an urgent repair or maintenance visit. It covers the urgent work requested and replacement parts necessarily used; it does not automatically cover extra services or other goods sold during the visit. We do not treat every computer problem or quick appointment as exempt.
Downloads and other digital content have separate rules. Where supplied during a cooling-off period, we explain any loss of cancellation rights and obtain the required express consent and acknowledgement before supply, with confirmation you can keep. We do not take this permission through the website enquiry form.
Optional cancellation notice
You can copy this into an email or use the cancellation form supplied with your booking:
To: Computer Ambulance — help@computerambulance.co.uk
Please cancel my contract for the following goods or service:
Goods / service and booking reference:
Date ordered / date goods received:
Customer name:
Customer address:
Date of this notice:
Signature (for a paper notice only):