Membership Terms and Conditions – Tech Haven

Welcome to Tech Haven! These Terms and Conditions govern your membership and use of our technical and remote support services. Please read them carefully before joining. By becoming a member, you agree to be bound by these terms.

1. Membership:

• Eligibility: Membership is open to individuals who require technical and remote support for their Windows or Mac based device.

• Application: Applications for membership are subject to approval by Tech Haven. We reserve the right to refuse membership to anyone at our discretion.

• Membership Fee: The membership fee is £12 per month for Standard Membership (Covering 1 device) and £25 per month for Premium Membership (Covering up to 4 devices at the same address). Fees are payable by Direct Debit either monthly or yearly.

• Membership Period: Membership commences upon acceptance of your application and payment of the first fee. Initial membership is for 12 months and then renews automatically each month.

• Renewal: Membership will automatically renew on a rolling monthly basis after the initial 12-month period unless yearly renewal is chosen by the member, in which case a renewal notice will be sent approximately 30 days before renewal is required.

• Cancellation: You may cancel your membership after the initial 12-month period in writing with 30 days’ notice. Refunds are not available for partial membership periods. A pro-rata refund may be offered at the discretion of Tech Haven in exceptional circumstances.

• Termination: Tech Haven reserves the right to terminate your membership immediately and without notice if you breach these Terms and Conditions, engage in any activity that is harmful to the club or its members, or for any other reason at our discretion.

• Optional Services: You are entitled to opt-out of any provided services, however if issues arise as a direct result of opting out, resolution of these issues would be chargeable at standard Technical Centre rates. There is no reduction in Membership fee for opting out of any provided services.

2. Support Services:

• Scope of Support: We provide technical and remote support for personal computers running Windows or macOS, running common software applications (including but not limited to Microsoft 365 applications). Support is limited to software installation, troubleshooting, basic configuration, virus and malware cleaning, hardware diagnostics and replacement (parts are chargeable).  It does not include third party data recovery or support for outdated or unsupported software or hardware. Other devices can be supported at additional cost.

• Support Channels: Support is available via phone, email, and remote access. Support hours: Our support team is available Monday to Friday, 9 am to 5 pm GMT.

• Response Times: We aim to respond to support requests within 24 hours for email requests, 2 hours for phone requests during support hours. Actual response times may vary depending on the complexity of the issue and current support load.

• Remote Access: By requesting remote support, you grant us permission to access your computer remotely to diagnose and resolve technical issues. You are responsible for ensuring that you have backed up your data before allowing remote access.

• Unattended Access: To provide efficient support we may request to install unattended remote access with the proviso that we do not access any device that is connected to unattended remote access without the express permission of the customer.

• Software Provision: We reserve the right to provide software of our choice and discretion to fulfil our obligations for security and cloud backup and any other services provided under the terms of this membership agreement.

• Exclusions: We do not provide support for Windows or MacOS operating systems that are no longer supported, other operating systems (eg: Linux), issues caused by user negligence.

• Fair Use Policy: Support services are provided for reasonable and personal use. Excessive or abusive use of support services may result in membership termination.

3. Member Responsibilities:

• Accurate Information: You are responsible for providing accurate and up-to-date information when registering for membership and requesting support.

• Equipment: If any equipment covered under this membership is modified or changed, you are responsible for informing us in a timely manner.

• Cooperation: You agree to cooperate with our support team and provide them with the information they need to assist you.

• Security: You are responsible for maintaining the security of your own systems and data.

• Respectful Conduct: You agree to treat our staff and other members with respect.

4. Intellectual Property:

All content provided by Tech Haven, including but not limited to text, graphics, logos, and software, is the property of Tech Haven and is protected by copyright and other intellectual property laws.

5. Disclaimer:

While we strive to provide high-quality support services, we do not guarantee that we will be able to resolve every technical issue. We are not liable for any loss of data, software, or hardware that may occur as a result of our support services.

 

 

6. Limitation of Liability:

To the extent permitted by law, our liability to you for any claim arising out of or in connection with these Terms and Conditions or your membership shall be limited to the amount you have paid in membership fees.

7. Governing Law:

These Terms and Conditions shall be governed by and construed in accordance with the laws of the UK.