Terms and Conditions

Who are we

The Tech Care Lounge Support is a service provided by SRD Technology UK Limited T/A The Tech Care Lounge Limited, a company registered in England & Wales (company number 09261724) whose registered office is The Keep, Creech Castle, Taunton TA1 2DX.

These terms apply to anyone using The Tech Care Lounge Support services set out below. They apply in addition to the, Privacy Policy | The Tech Care Lounge and the remote access terms so please take the time to read these because you should not use the Tech Support service unless you agree to them.

Your Details
Your Tech Care Lounge Support Membership
Data Protection
Paying for Your Membership

1. Your Details

You will generate your username, password upon making an account, we will provide your membership number as soon as possible once your membership has been processed. You will receive a welcome email following your subscription with any future details you require.

You will be asked for details which are needed to fix your issues, we may record your conversations for training and records.

2. Data Protection

In accordance with The Tech Care Lounge Privacy Policy | The Tech Care Lounge, the information you supply to us will only be used by The Tech Care Lounge and for the purposes stated and will not be passed to any third party for marketing. Any records we keep in relation to the access will only be kept for a limited time in line with the above policy.

3. Paying for your membership

a. You can pay in either monthly or annual instalments.

i. Monthly - You will need to pay the agreed fee per month as set out in your introductory email for your The Tech Care Lounge Support membership. The first month must be paid in full prior to the commencement of your membership and you will continue to pay the fee every month for a minimum 12 months unless you choose to cancel (see Cancellation process below)

ii. Annually - You will need to pay the agreed fee per year as set out in your introductory email for your The Tech Care Lounge Support membership.

b. You can pay the fee using most credit and debit cards and all such payments will be subject to validation checks and authorisation by the card issuer. If the issuer of the card refuses to authorise payment to us, then we will not be able to confirm your order and no contract will exist between The Tech Care Lounge and you.

c. If you're taking advantage of one of our introductory offers your membership will, unless you cancel, continue as a monthly or annual membership at the standard rate applicable to that membership when the introductory offer period ends. We will collect your payments each month or year in advance as applicable unless you cancel your membership.

d. You can change your membership at any time, please contact us to discuss the most appropriate option for you.

e. To purchase a The Tech Care Lounge Support membership you must be aged 18 or over.

5. Cancellation

All Tech Care Lounge memberships

a. You have an initial 14 day cancellation period in which to cancel your membership, this cancellation period will end 14 days after the day on which you paid for your membership. If you cancel within the cancellation period you will be entitled to a full refund of the membership fee you have paid unless you have used The Tech Care Lounge Support and/or Remote Access Services before the 14 days expired. If you did use The Tech Care Lounge Support and/or Remote Access Services before the 14 days expired, you’ll be refunded the membership fee you have paid minus an amount for the number of days your membership had been running up to when you cancelled.

Monthly memberships

b. Once the initial 14 day cancellation period has expired you can tell us at any time that you want to cancel your membership; your membership will end the day before your next payment is due. We will not provide a full or partial refund of your monthly membership fee but you will continue to receive all the member benefits you have paid for up to when your membership ends and no further payments will be taken.

Annual memberships

c. In the first year of your annual membership after the 14 day cancellation period has expired you can tell us at any time that you do not want your membership to continue beyond the year you have paid for; we will not provide a full or partial refund of your annual payment but you will continue to receive all the member benefits you have paid for up to when your membership ends and no further payments will be taken.

d. After the first year of your annual membership, each time your membership renews you will again have a 14 day cancellation period in which to cancel your membership. If you use The Tech Care Lounge and/or Remote Access during the 14 days cancellation period and you cancel within this cancellation period you will be refunded the membership fee you have paid minus an amount for the number of days your membership had been running up to when you cancelled. After this cancellation period has expired you can tell us at any time that you want to cancel your membership; we will not provide a full or partial refund of your annual payment but you will continue to receive all the member benefits you have paid for up to when your membership ends and no further payments will be taken.

How to cancel

e. You can cancel by emailing us at help@thetechcarelounge.com, calling us on 01823 213555 or speaking to us on Live Chat.

2. The Tech Care Lounge Support membership

The Tech Care Lounge Support membership gives you:

a. One-to-one technical support via The Tech Care Lounge support service please see below for any limitations of technical queries The Tech support Lounge can answer;

b. Remote Access (please see section 10 below for limitations of the remote Access service).

6. Tech support service

a. What we can do

The Tech Support Service is a service that allows The Tech Care Lounge Support members to send technical queries to our team via our Live Chat, Phone or email. You may submit a request for information or guidance in relation to your personal (non-business and non-commercial) technical queries. All support is subject to the scope of the Tech Support team. This can change at any time. For the latest scope document please see SCOPE DOCUMENT or speak to one of our Tech Support staff. If your issue is outside the scope of the service get in touch and we will see if we can help.

b. What we can’t do

The Tech Support Service is unable to provide the following services:

i. Advice relating to tech support outside of the UK;

ii. consultancy services (this can include but is not limited to advice on how to create a website or advice relating to a business or commercial interests); Should you need consultancy service contact solutions@srdtechnologyuk.com.

iii. developing or programming services (this can include but is not limited to how to build a database or database maintenance); Should you need consultancy service contact solutions@srdtechnologyuk.com.

iv. advice relating to non-computing related products, e.g. cameras or televisions;

v. online learning services;

vi. any other service that is unrelated to private non-commercial use of computing equipment or services; and

vii. hardware fixes e.g. damage to hard drives or repairs to computers.

7. General Exclusions and Limitations

a. We cannot:

i. Speak to someone who telephones on your behalf, unless you have previously given us permission to do so;
ii. Review or draft any documents on your behalf;
iii. Guarantee you will speak to a particular specialist adviser;
iv. Advise, assist or complete any action where this would be in breach of the law or applicable regulations.

b. be responsible or liable for:

i. Any loss or corruption of data, information or records;

ii. Any failure by yourself to follow advice, instructions or recommendations by The Tech Care Lounge.

iii. Any loss that is not reasonably foreseeable.

8. Hardware Fixes

Hardware Fix service is available at an additional cost.

9. Remote Access

Remote Access is a service that allows us to access your computer with your permission from our offices to attempt to help you resolve your personal (non-business and non-commercial) computing problems. Though we would like to be able to help you with all your remote access issues, our service does have certain limitations. You can read more about the remote access terms and conditions remote access terms.

10. Your use of the Tech Care Lounge Support and Remote Access

The suitability of the guidance and information we provide in response to an issue depends on the accuracy and completeness of the information you provide us with. We will not investigate your circumstances beyond the information disclosed by you. Please take care to ensure you tell us everything that you think may be relevant to your issue and answer our questions as fully as possible.

We will use our reasonable endeavours to provide a response to your issue within two business days of us receiving your issue but in times of high demand our team may need a little longer to provide a response.

We will use reasonable care and skill when providing you with Guidance. Due to the constantly changing nature of technology, we cannot provide any assurances that the Guidance provided will remain appropriate to your issue. We don’t undertake to carry out any future review of the Guidance provided or your circumstances to check whether the Guidance we have provided is still appropriate to your issue. The responsibility for ensuring that the Guidance remains appropriate rests with you and you may use The Tech Care Lounge or Remote Access to request further Guidance.

11. Our responsibility to you

Except where we have failed to use reasonable care and skill in providing The Tech Care Lounge Support or the Remote Access, we will not be responsible for any damage or loss suffered as a result of:

a) any delay in providing a response to an Issue or to provide Guidance;

b) any unavailability of The Tech Care Lounge website;

c) acts beyond our reasonable control;

d) any failure on your part to provide us with information relevant to your Issue;

e) changes in your circumstances or the state of technology that affect the suitability of the Guidance;

f) viruses, technical defects or third party interference to any computer, tablet, phone or other device you use to access The Tech Support Lounge or the Remote Access (“Device”) or any services you access through a Device, following your use of The Tech Lounge Support or the Remote Access;

g) of any obligation we have to contact the relevant authorities and disclose information pertaining to any illegal act The Tech Care Lounge become aware of due to information on your computer or laptop we have access to via the Remote Access; and

12. Your responsibility

a. You agree that you will not use The Tech Care Lounge Support in any way that is:

i. illegal or unlawful, or likely to encourage illegal or unlawful behaviour;

ii. likely to damage the reputation of The Tech Care Lounge;

iii. likely to be a nuisance, harmful or deceptive to any other person;

iv. In connection with your own business or for the purposes of commercial gain;

v. defamatory, obscene or offensive; or

vi. likely to or will, infringe the copyright, trademarks or any other intellectual property rights of another person.

b. You confirm you are over 18 years old or otherwise have the express permission of your parent or guardian to use The Tech Care Lounge Support

13. General

a. Suspension or termination by The Tech Care Lounge

Where we think you are misusing The Tech Care Lounge Support, we may suspend your use of this service until such matter is resolved. In serious cases or in the case of repeated misuse or where we cannot resolve the matter with you, we may terminate your The Tech Care Lounge Support membership. Examples of misuse include, but are not limited to, being abusive to our staff or other inappropriate behaviour, using the service for illegal or improper purposes, or where we have been obliged to make a notification under section 12 in these terms.

We cannot advise you where this could cause a conflict of interests between your interests and those of The Tech Care Lounge or another The Tech Care Lounge customer. Where a conflict of interest arises, we may be unable to provide you with exact details due to data protection legislation.

b. Keeping a record of the guidance we provide

We will respond to your Issues by email and we recommend that you print or save a copy of the Guidance we provide for future reference as we cannot guarantee that we will be able to provide duplicate copies of the Guidance we have provided to you. As set out in our Privacy Policy | The Tech Care Lounge, we (or companies acting on our behalf) may record and review telephone calls or emails to enable us to monitor quality standards and for training purposes.

c. Third party rights

No person other than you has any right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of these terms and conditions but this does not affect any right or remedy of a third party which exists or is available apart from that Act.

d. Viruses and security

Though we take reasonable commercial measures to ensure the safety of your data and devices, due to the nature of electronic communications and the possibility of third party interference, we cannot guarantee that our website, any email we send in response to a Issue and/or any use of The Tech Support Lounge or Remote Access will be free of viruses and technical defects of any description or any forms of computer misuse.

e. Engaging third parties to provide the User Services

We may engage the services of third parties to provide or assist us in providing The Tech Care Lounge Support to you. You agree that we may pass on to such third parties that we engage for this purpose, any data or information that you provide to us in accordance with our Privacy Policy | The Tech Care Lounge when you contact us with a Issue.

f. Third party content and linking

Our Guidance may include links to other websites operated by third parties. We do not endorse these third parties and we do not have any control over the nature or accuracy of content on these websites or the way in which they will use the data you provide to them.

g. Your use of our content

Please ensure any content you print, copy or download from our website is for your personal use only. You must not use or encourage others to use our website (or its contents) for their or your commercial gain or in a way that could damage the reputation of The Tech Care Lounge.

h. Contact us

If you have any questions, queries or complaints, then please email us at help@thetechcarelounge.com and we will be happy to help you. Our offices are open 8:30am- 6:30pm, Monday-Friday and 9:00am-1:00pm Saturday.

i. Can we help you with anything else?

Our Member Services team is always happy to help. You can contact them by email at help@srdtechnologyuk.com or by telephone on 01823 213555.

j. Changes to the terms and conditions

The Tech Care Lounge may vary any of the terms of your contract with The Tech Care Lounge Support service at any time where such changes:

i. are required for legal and regulatory reasons

ii. improve or clarify the services or the terms; or

iii. are otherwise necessary

We may make changes from time to time, and we suggest you check the website regularly for updates. Where any important changes are made, we will write to notify you of the change. We will endeavour to give you at least 4 weeks’ notice of the change. Where you suffer, or are likely to suffer, a detriment as a result of a change, you will be entitled to cancel your contract with immediate effect and to receive a full or partial refund dependant on the circumstances.

The Tech Care Louge reserves the right to withdraw or amend either this promotion or these terms and conditions at any time, without notice if this is necessary for reasons beyond its reasonable control.

k. These terms and conditions shall be governed by and construed in accordance with English law and any disputes arising from these terms and conditions shall be subject to the exclusive jurisdiction of the Courts of England and Wales.