The terms we work to

Last updated: 8 October 2026

1. About these terms

These terms apply when Vacom Computing ("we", "us") carries out work for you, whether at your home or business, remotely, or on a device you leave with us. By booking work you agree to them. Business customers on a managed IT, monitoring, CCTV or telecoms service also have a service agreement; where that agreement says something different, it takes priority.

Questions about anything here? Call 07872 697245 or email support@vacomcomputing.co.uk before you book.

2. Quotes and bookings

• We will explain what we think is wrong and the options before work starts. A quote covers the work described in it.
• If we find something that changes the job or the price, we will tell you and agree it with you before carrying on.
• Appointments are booked for an exact time. If we are running late we will let you know. If you need to change or cancel a visit, please give us as much notice as you can.

3. Your data and backups

• You are responsible for keeping a backup of anything important on your devices. Please tell us before work starts if you do not have one, and we can talk through the options.
• We take care with your data, but repairs, upgrades and software work always carry some risk to the information stored on a device. Data recovery work is carried out on a best-effort basis and cannot be guaranteed.
• We only look at the files and accounts we need to in order to do the job, and we keep what we see confidential. See our privacy and cookies notice.

4. Access, passwords and remote support

• You confirm that you own the device or account, or have permission from the owner, and that you are allowed to give us access.
• Remote support only starts with your agreement, and you can end a remote session at any time.
• If you give us a password so we can complete the work, we recommend changing it afterwards.
• Software we install must be properly licensed. We cannot install or activate unlicensed software.

5. Parts and warranty

• Our workmanship is guaranteed. If a fault we repaired comes back because of our work, tell us and we will put it right.
• Parts and equipment we supply are covered by the manufacturer's or supplier's warranty. We will confirm the warranty that applies on your quote or invoice.
• The warranty does not cover new or unrelated faults, accidental or liquid damage, viruses or software changes made after our work, or work carried out by someone else.
• Parts we supply remain our property until they are paid for in full.

6. Payment

• Payment is due when the work is completed, unless we have agreed account terms with you in writing.
• Special-order parts may need paying for before we order them.
• If a device has been left with us, we may keep it until the work carried out on it has been paid for.

7. Your right to cancel

If you are a consumer and book us by phone, online or at your home, you normally have 14 days to change your mind. If you ask us to start work within those 14 days, you can still cancel, but you will need to pay for the work done up to that point, and you cannot cancel once the work has been completed. Parts ordered specially for you may not be returnable. To cancel, call or email us using the details above.

8. Our responsibility to you

• We will carry out the work with reasonable care and skill.
• We are not responsible for loss of data where no backup was kept, for faults that already existed, or for losses that were not a foreseeable result of our work.
• For business customers, we are not liable for loss of profit, loss of business or business interruption, and our total liability for any one job is limited to the price paid for that job.
• Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law. If you are a consumer, your statutory rights are not affected.

9. Using this website

The information on this website is general guidance and is not a substitute for advice about your own equipment. The content, logo and photographs belong to Vacom Computing and should not be reused without permission.

10. Complaints and the law that applies

If something is not right, please tell us first so we can fix it: support@vacomcomputing.co.uk or 07872 697245. These terms are governed by the law of England and Wales.