Terms of Service

These terms apply when you book work with Cactara Ltd trading as Marple Tech Help (“we”, “us”). By booking, you agree to these terms (“you”).

Nothing in these terms affects your statutory rights. Services must be carried out with reasonable care and skill, and those rights can’t be signed away by wording on a website.

1) Bookings & appointments

Bookings are agreed by phone, WhatsApp, email, or the website contact form.

You’re responsible for ensuring we can access the equipment and the place where it’s used (e.g. Wi-Fi router location, device passwords, admin access where relevant).

If parking/entry instructions matter, please tell us in advance.

2) Prices & payment

Prices are in GBP and are confirmed before work starts (or before any additional work is agreed).

Payment is due at the end of a home visit, or before return delivery for collect/repair/return jobs (unless we agree otherwise in writing).

Payment methods: bank transfer, cash, or contactless card/phone.

3) Quotes, estimates & “extra work”

If a job turns out to be bigger than expected, we will pause, explain options, and agree a clear quote before doing anything extra.

Any parts or paid software/subscriptions must be approved by you before purchase.

4) Parts, hardware & purchases

If we supply or fit parts (e.g. SSD/RAM/router/cables), you’ll approve the cost first.

Manufacturer/retailer warranties and returns are between you and the retailer/manufacturer. We can help you navigate them, but we don’t control their terms.

If you buy equipment yourself based on our recommendation, the purchase contract is between you and the seller.

5) Collect / repair / return work

If we take your device away for repair, we’ll agree: what we’re doing, the labour cost, and any likely parts costs in advance.

If we discover the device isn’t economical or practical to repair, we’ll stop and discuss options (including replacement advice).

6) Remote support

Remote support is only used where suitable and by agreement.

You must be present (or have authorised access) during remote sessions and you can end the session at any time.

7) Data, backups & accounts

You are responsible for keeping backups of important data. If you don’t have backups, we can help set them up, but some work may carry a risk of data loss if the device is already failing.

If you ask us to help with accounts (Apple/Google/Microsoft/email), you remain responsible for your login details and keeping recovery information up to date.

8) Outcomes (what we can and can’t promise)

We’ll aim for practical, reliable results, but we can’t guarantee a specific outcome unless we explicitly agree that outcome in writing beforehand.

Sometimes a system can be working correctly but still not meet a hoped-for result (e.g. broadband speed limits, ageing hardware).

9) Liability (kept simple and fair)

Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, or for fraud/dishonesty.

For everything else, we’re responsible for losses that are a reasonably foreseeable result of our breach of contract or failure to use reasonable care and skill.

We are not responsible for problems caused by: pre-existing faults, manufacturer defects, third-party services (internet providers, Apple/Google/Microsoft outages), malware already present, or changes made by others after our work—unless caused by our failure to use reasonable care and skill.

10) Website & branding work (if you book it)

We’ll agree the scope in writing (what’s included, what’s not, and timescales).

You’re responsible for providing (or confirming you have rights to use) any logos, photos, written content, and brand assets you supply.

Third-party costs (domains, hosting, paid themes/plugins, stock images, email services) are paid by you unless we agree otherwise.

Once paid in full, you own the final agreed deliverables. We may reuse general know-how and templates.

Unless you ask us not to, we may include completed work in our portfolio (no private data).

11) Cancellations & rescheduling

If you need to reschedule, please give as much notice as possible.

If we’re already en route or work has started, we may charge for time reasonably spent.

12) Problems & complaints

If something isn’t right, tell us as soon as you can. We’ll aim to put it right promptly and reasonably.

13) Governing law

These terms are governed by the laws of England and Wales, and disputes are dealt with by the courts of England and Wales.