Terms & Conditions + Privacy Policy

This page covers our service terms, reasonable use, payments (Direct Debit & card), and privacy.

Last updated:

1. Company information

Cartwright Cumbria Ltd, trading as CARTCOM (“we”, “us”, “our”).

• Address: Mealpot Road, Maryport, Cumbria. CA15 6NE - No drop-offs accepted. Strictly onsite or remote work only, booked via our diary: https://cartcom.co.uk/book
• Company number: 06728198
• Support hours: Mon–Fri 9:00–16:00 (UK time)

2. Scope of services

Cartcom provides a broad range of technical, IT, and connectivity-related services to home users, small businesses, and organisations.

2.1 Services may include (non-exhaustive list)

• Remote PC and laptop support
• Onsite computer repair, fault diagnosis, and networking
• Internet, broadband, and Wi-Fi troubleshooting
• Design and installation of Wi-Fi systems (including large premises, rural properties, and farms)
• Networking, cabling, access points, switches, routers, and general connectivity work
• Smart/home technology setup (e.g. doorbells, cameras, and related devices)
• Security, patch management, and monitoring
• Email setup, migration, and support
• Tablet/mobile security and software setup
• Supply of new and used computers and IT equipment
• New system setup, configuration, and data migration
• Project work (quoted separately)
• White-label computer/IT support for third-party businesses and their customers
• Any other IT/technical work agreed in writing

2.2 Third-party services & equipment

Some work relies on third parties (ISPs, cloud services, hardware vendors, software providers). We are not responsible for third-party outages, changes, or failures outside our control.

3. Bookings & appointments

• Work is normally booked via our online diary or confirmed in writing.
• Appointment times are estimates and may vary depending on technical complexity.
• Remote support requires a working internet connection and customer cooperation.
• Onsite callouts are booked separately and charged extra unless expressly included in writing.
• We may reschedule due to illness, access issues, emergency workloads, or events beyond our control.

4. Monthly plans

Monthly plans are designed to reduce emergencies and improve reliability. Plan features are shown on our website at the time of sign-up.

4.1 Plan summaries

• HomeCare: managed security, patch checks, annual PC health check, discounted support sessions.
• Secure + Maintain: managed security & patching, backup monitoring (where applicable), basic email security, included remote support (reasonable use, Mon–Fri 9–4). Minimum term: 12 months.
• Security Watch: monitoring-focused. Support and fixes are billed PAYG.

4.2 Changes to plans

We may update plan contents over time. Existing customers will be informed of material changes. Pricing changes apply at renewal or as agreed in writing.

5. Reasonable use (anti-abuse)

Where a plan includes remote support, it is provided on a reasonable use basis to prevent abuse and keep pricing fair.

5.1 What “reasonable use” means

• Normal day-to-day issues, occasional faults, and routine maintenance.
• Support for the covered devices/users as agreed.
• Support is delivered within support hours unless separately contracted.

5.2 Not included under reasonable use

• Training/tuition or ongoing coaching
• Major migrations, large data moves, complex rebuilds, or repeated setup work
• Problems caused by ignored security advice, unsafe usage, or unauthorised changes
• Work on unsupported/obsolete operating systems or severely underpowered hardware
• Third-party vendor disputes, line faults, or ISP account management beyond normal troubleshooting

5.3 If usage is excessive

If usage is excessive or abusive, we may (at our discretion) move the work to PAYG billing, recommend a different plan, or pause non-urgent support until a plan review is completed.

6. Payments (Direct Debit, cards, PAYG charges)

6.1 Monthly plans

• Monthly plans are paid by Direct Debit (via our payment provider).
• By signing up, you authorise recurring monthly payments for your plan.

6.2 PAYG work & additional charges

PAYG (“pay as you go”) work includes callouts, onsite visits, project work, hardware installs, data recoveries, and any work outside plan scope.

• PAYG work may be charged via Direct Debit (using an existing mandate), card payment, bank transfer, or other agreed method.
• If you have an active Direct Debit mandate, you authorise us to take payment for agreed PAYG charges from that mandate.
• Where practical, we’ll confirm likely costs before work begins. Some faults can only be priced accurately after diagnosis.

6.3 Card details on file

Where you choose to store card payment details with our payment provider, you authorise us to charge agreed amounts for PAYG work, hardware, or overdue invoices.

6.4 Failed payments

• If a payment fails, we may pause non-urgent work until the account is brought up to date.
• Repeated failures may result in plan cancellation and/or conversion to PAYG-only support.

7. Old, slow, or obsolete computers

Some computers are slow or unreliable due to age, wear, low specification, or obsolete software. In these cases:

• We may recommend a replacement device rather than repeated repair attempts.
• Diagnosis and optimisation still takes time — and may be billed as PAYG labour.
• If a customer declines a reasonable replacement recommendation, ongoing issues may remain and further work may be PAYG.

8. Disclaimers & limitation of liability

Nothing in these terms limits liability where it would be unlawful under UK law (e.g. for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation).

8.1 General limitations

• We are not liable for indirect or consequential losses (e.g. lost profits, business interruption, loss of goodwill).
• We are not responsible for third-party outages or service changes (ISPs, cloud services, hardware vendors, etc.).
• We do not guarantee that issues can always be resolved, especially where root cause is third-party, environmental, or hardware failure.

8.2 Data, backups & customer responsibility

• You remain responsible for maintaining backups unless a backup service is explicitly contracted and confirmed in writing.
• Before any repair/reinstall, you should ensure important data is backed up. We can assist with backups as a billable service.
• We are not liable for data loss where no verified backup exists or where the device is already failing.

8.3 Security & malware

• Security tools reduce risk but cannot guarantee complete protection against all threats.
• We are not liable for losses caused by phishing, user actions, unsafe downloads, weak passwords, or unauthorised access outside our control.

8.4 Cap on liability (where lawful)

To the maximum extent permitted by law, our total liability in connection with any claim is limited to the amount you paid us for the relevant service in the 3 months prior to the event giving rise to the claim (or £250, whichever is higher), unless a different limit is required by UK law.

9. Privacy policy

We only collect and use personal data that is necessary to provide our services, respond to enquiries, manage bookings, take payments, and meet legal obligations.

9.1 What we collect

• Contact info: name, phone number, email address, address (where relevant)
• Booking details and communications (including WhatsApp messages you send us)
• Device/service information you provide (make/model, issue description, etc.)
• Payment records and invoices (note: payment details are handled by payment providers)

9.2 How we use it

• To deliver support services and manage appointments
• To invoice and take payment for agreed work
• To provide updates, reports, and service communications
• To comply with legal/tax obligations

9.3 Sharing data

We may share necessary data with service providers (e.g. booking platform, payment provider, email hosting) only where required to deliver service. We do not sell personal data.

9.4 Retention

We retain records as needed for service history and legal/tax requirements. You may request deletion where lawful and practical.

9.5 Your rights

You have rights under UK GDPR, including access, correction, deletion, and objection in certain circumstances. Contact us if you want to make a request.

10. Contact

For questions about these terms or privacy, contact us via your usual booking route or by phone using the numbers shown above.