Terms & Conditions + Privacy Policy

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

Last updated:

Reasonable use policy Direct Debit + PAYG charges Obsolete/slow PC policy Limitations of liability

Company Scope Booking Monthly plans Reasonable use Payments Old/slow systems Liability Privacy Contact

1. Company information

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

Address: Mealpot Road, Maryport, Cumbria. CA15 6NE
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

Non-exhaustive list: This list is intentionally broad and not limited to the examples above. Technology changes and work is often bespoke.

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.

No miracle clause: We cannot guarantee performance improvements on underpowered, failing, or obsolete systems. We’ll give honest advice and options.

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.

Practical note: This page is written to be clear and protective, but it is not a substitute for tailored legal advice if you need maximum certainty for unusual/high-risk contracts.