Version: 28 September 2026
Agreeing a booking
Computer Ambulance provides remote computer support and visits by arrangement. Sending an enquiry does not make a paid booking, authorise a repair or give us permission to access your device.
A booking is made when you and we agree the scope, price or charging basis, any travel or other charges, and the proposed appointment. We confirm these details and the applicable terms in an email or on paper that you can keep. For a home visit, we provide paper information unless you agree to another lasting format. Any appointment remains subject to that agreement.
These terms explain our standard support service and the rights of customers buying mainly for personal use. Tell us if you are booking for a business so we can agree the business scope and any separate data-handling requirements in writing. This website does not sign you up to a subscription.
Diagnosis, time and charges
Our price list sets out the starting rates: remote help is £25 per 30 minutes; a visit from Bristol is £65 including the first hour; additional time is £25 per 30 minutes. We confirm the charging increments, expected time and any agreed spending limit before starting. We are not VAT registered, so no VAT is added.
Parts, paid software, specialist services and travel outside the included visit area are separate where needed. We tell you the amount, or how it will be calculated, before you agree. We do not add work, parts or billable time beyond the agreed scope without your approval. If the likely cost changes, we pause and discuss the options.
Unless we expressly agree a fixed outcome or a no-fix-no-fee arrangement, the charge covers the agreed assessment and time spent, including where a fault cannot economically be repaired. We explain this before work begins. It does not remove your rights if our service is not carried out with reasonable care and skill.
We confirm payment arrangements before you book and provide an itemised record of charges. Any deposit, due date or parts payment must be separately agreed. An estimate is a guide based on the information available; a fixed quotation applies to the work described in it.
Permission to work on your device
You must own the equipment or have the owner's permission to ask us to work on it. For a workplace device, confirm any employer or IT-provider restrictions first. Tell us about existing damage, important files, encryption, warranties and anything we should avoid changing.
Remote support is attended: you approve the connection and can end it. We explain the access required for the agreed work. We do not treat an enquiry as permission for unattended access, ongoing monitoring, a factory reset or a purchase.
Please enter passwords yourself where possible. Never put passwords, banking credentials or private documents in the enquiry form. We will not ask you to move money to a “safe account” or give us bank security codes.
Files, backups and potentially destructive work
If it is safe to do so, make a current backup before repair and tell us whether it has been checked. If a drive is failing or files have disappeared, stop using the device and ask for advice before trying to copy or recover them; further use can make recovery harder.
We discuss the known risks and obtain specific approval before reinstalling an operating system, resetting a device, erasing storage or taking another step likely to remove data. Backup or recovery work is included only when it is part of the agreed scope. Recovery of files cannot be guaranteed, particularly where media is already damaged.
We access files only as reasonably needed for the agreed task. Any transfer, temporary copy or specialist referral must be discussed with you, including its purpose and how the data will be handled. Please identify confidential business information before we begin. See our privacy notice.
Having no backup does not automatically remove your legal rights or excuse damage caused by our failure to use reasonable care and skill.
Parts, software and completion
We explain proposed replacements and whether a part is new or refurbished before you approve it. We agree what happens to removed parts and equipment; permission to repair is not permission to dispose of them. Any disposal or recycling is a separate arrangement.
Paid software and subscriptions need your approval, including any recurring cost, compatibility limits and account ownership. Third-party products may have their own licence and warranty terms. These do not replace your rights against us for anything we supply.
We explain what we have done, what we have been able to test, and any remaining fault or recommended follow-up. Malware removal and security advice cannot guarantee that a device will never suffer another infection or scam.
Changing or cancelling work
Contact us as soon as possible if your plans change. Our cancellation and refund information explains the cooling-off period and what happens if you ask for work to begin during it. Sending an enquiry does not waive cancellation rights.
Outside a statutory cancellation right, any proposed cancellation charge must have been explained and agreed beforehand, be fair and reflect a reasonable net loss after savings or other bookings. We do not impose an automatic full-service charge just because an appointment changes.
Your rights and our responsibility
We must carry out services with reasonable care and skill, within the agreed time or a reasonable time, and honour information about the service that forms part of our agreement. Goods we supply must be satisfactory, fit for an agreed purpose and as described.
If a service does not meet these standards, you may be entitled to have it performed again at no extra charge or to an appropriate price reduction, including a refund where applicable. Faulty goods have separate remedies. Contact us so we can discuss the appropriate remedy; reporting a problem promptly helps us investigate but is not an arbitrary deadline on your rights.
We are responsible for foreseeable loss or damage caused by our breach of contract or negligence. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any liability or consumer right that cannot lawfully be excluded.
If something is not right
Use our complaints process, email help@computerambulance.co.uk, or call 07525 751122. We will investigate and explain the proposed next step. You do not have to use a particular form to raise a concern.
Nothing here prevents you from obtaining independent advice, using an available dispute-resolution process or bringing a claim in a court with jurisdiction. Mandatory consumer protections that apply where you live remain unaffected.
Using this website
Guides provide general information. The appropriate repair depends on the device and fault; ask for advice before an action that could damage equipment or erase data. Website images are illustrative, including generated regional scenes, and do not identify actual customers, completed jobs or local branches.
The terms supplied with your booking apply to that booking. Later website changes do not retrospectively change an existing agreement.