Terms of Service

Last updated: 10 September 2026

1. Who We Are

1.1. These Terms of Service apply to services provided by Lady Techy, a sole-trader business based in Reading, Berkshire, UK.

1.2. In these terms, “Lady Techy”, “we”, “us” and “our” mean the sole trader trading as Lady Techy. “You” and “your” mean the customer booking or receiving our services.

1.3. You can contact us at:

Email: hello@ladytechy.com

2. What Our Service Includes

2.1. Lady Techy provides friendly, patient and practical technology support and coaching for individuals.

2.2. Our services may include:

• setting up and troubleshooting phones, tablets, laptops and computers;
• Wi-Fi and home network support;
• printer and peripheral setup;
• smart home device support;
• accessibility setup, including larger text, improved contrast, voice controls and other adjustments;
• online safety coaching, including help recognising scams and improving account security; and
• general guidance to help you use your technology with greater confidence.

2.3. Support may be provided through:

• home visits;
• remote sessions, where suitable; and
• a free 15-minute introductory chat.

2.4. A family member or other representative may book a service on behalf of a relative. The person receiving the service remains responsible for cooperating with the visit and ensuring that Lady Techy has appropriate access to the relevant property, devices and accounts.

2.5. The free 15-minute introductory chat is for discussing your needs and deciding whether Lady Techy may be able to help. It is not a paid support session and does not guarantee that a particular problem can be solved.

3. Service Area

3.1. In-person home visits are available in Berkshire, UK, subject to availability and suitability.

3.2. Reading is our core coverage area. No call-out fee is charged within the core Reading coverage area.

3.3. We may provide remote support where the issue, device and circumstances make this suitable.

3.4. We will confirm the availability and arrangements for a visit or remote session before the booking becomes final.

4. Booking and Formation of the Contract

4.1. A contract is formed when we confirm your booking, whether the booking is made by you, by telephone, online, by email or by a family member or other representative on your behalf.

4.2. Before the contract is formed, we will provide or make available the main details of the service, the applicable price and any relevant booking arrangements.

4.3. If you book on behalf of another person, you confirm that you have authority to arrange the booking and to provide the information needed to deliver the service.

4.4. We may decline or rearrange a booking where the requested service is unsuitable, unlawful, unsafe, outside our expertise or unavailable.

5. Prices and Payment

5.1. Our standard price is £35 per hour or part thereof.

5.2. The Community Rate is £30 per hour or part thereof. This rate may be available to seniors, care homes and care settings, subject to confirmation when booking.

5.3. The introductory chat is free and carries no obligation to book a paid service.

5.4. There is no call-out fee within the core Reading coverage area. Any other charges will be explained and agreed before they apply.

5.5. Payment may be made by:

• cash;
• bank transfer; or
• card.

5.6. Unless we agree otherwise in writing, payment is due on the day of the session.

5.7. Prices and payment arrangements for any ongoing support package or follow-up service will be confirmed separately before that service begins.

6. Satisfaction Guarantee

6.1. We want you to be happy with the service. If you are not satisfied with a completed support session, please tell us as soon as reasonably possible by emailing hello@ladytechy.com.

6.2. Subject to discussing the concern with you, we offer a 100% satisfaction or your money back guarantee for the relevant support session.

6.3. This guarantee does not remove or restrict any statutory rights or remedies you may have under consumer law.

7. Booking Changes and Cancellations

7.1. You may cancel or rearrange a booking without charge if you give us at least 24 hours’ notice.

7.2. If you cancel with less than 24 hours’ notice, or do not attend or provide access for a scheduled remote session, we may charge the full agreed price for the booking.

7.3. We will not charge a cancellation fee where the cancellation is required because of circumstances in which it would be unreasonable to do so. Please contact us as soon as possible so that we can discuss the situation.

7.4. We may cancel or rearrange a booking where we are unable to attend, where the service is unsafe or unsuitable, or because of circumstances outside our reasonable control. If we cancel a paid booking and cannot offer a suitable alternative, we will refund any amount already paid for the cancelled service.

7.5. Your statutory cancellation rights under clause 8 are separate from the ordinary booking cancellation arrangements in this clause.

8. Consumer Cancellation Rights

8.1. If you are a consumer and the contract is agreed at a distance, such as by telephone, email or through the website, or is agreed away from our business premises, such as during a home visit, you may have a statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

8.2. Where this statutory right applies, you normally have 14 days from the day after the contract is made to cancel without giving a reason.

8.3. To exercise the right to cancel, you must send us a clear statement that you wish to cancel. You may email your cancellation to hello@ladytechy.com. You may use the following wording, but you do not have to use these exact words:

> “I hereby give notice that I cancel my contract with Lady Techy for the following service: [describe the service]. Booking date: [date]. Customer name: [name]. Customer email or address: [contact details].”

8.4. If you cancel in accordance with this clause, we will provide any refund required by law within the applicable legal time limit and using the same payment method originally used, unless we agree otherwise.

8.5. You may ask us to begin providing the service before the end of the 14-day cancellation period. If you make that request, you acknowledge and agree that:

• you must pay for the part of the service supplied up to the time you tell us that you wish to cancel, calculated proportionately where the service has only been partly performed;
• if the service is fully performed during the 14-day cancellation period after your express request, you will lose your statutory right to cancel once the service has been fully performed; and
• for an off-premises contract, your request to begin the service during the cancellation period must be made on a durable medium, such as email or another record that can be stored and reproduced.

8.6. For clarity, the following wording may be used to record your request:

> “I expressly request that Lady Techy begins providing the service before the end of the 14-day cancellation period. I understand that I must pay for the service supplied up to the point at which I cancel. I acknowledge that I will lose my statutory right to cancel once the service has been fully performed.”

8.7. If the required statutory information has not been provided, or the service has not begun in response to a valid request, we will not seek to charge you contrary to the Regulations.

8.8. Nothing in these terms removes, limits or affects any statutory cancellation right or other statutory right that you may have.

9. Consumer Rights and Our Liability

9.1. We will provide the service with reasonable care and skill, as required by the Consumer Rights Act 2015.

9.2. Nothing in these terms excludes or restricts liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of any liability that cannot lawfully be excluded or limited; or
• any statutory right or remedy that cannot lawfully be excluded or restricted.

9.3. You should maintain appropriate backups of important files, photographs, contacts and other data before a visit or remote session.

9.4. To the extent permitted by law, we are not responsible for:

• loss of data where you have not maintained appropriate backups;
• faults or damage that existed before we began providing the service;
• problems caused by third-party devices, software, networks, accounts, internet service providers or manufacturers;
• changes, restrictions or failures introduced by third-party providers; or
• problems caused by inaccurate information, instructions or access provided by you.

9.5. The exclusions in clause 9.4 do not apply to the extent that the relevant loss or damage was caused by our failure to provide the service with reasonable care and skill, our negligence, our breach of contract or any other matter for which we are legally responsible.

9.6. Where liability is not lawfully excludable, our total liability arising from or connected with a particular session will be limited to the amount you paid for that session.

9.7. The limit in clause 9.6 does not apply to the liabilities listed in clause 9.2 and does not prevent you from exercising any statutory right or remedy available to you.

9.8. Nothing in these terms limits your rights under the Consumer Rights Act 2015 or any other applicable consumer-protection legislation.

10. Customer Responsibilities

10.1. You must provide information that is accurate and reasonably complete, including details of the problem, relevant devices, access requirements and any known risks.

10.2. You must ensure that we can access the property, device or account needed for the agreed service at the arranged time.

10.3. You are responsible for ensuring that the property is reasonably safe and suitable for a visit.

10.4. You must not ask us to do anything unlawful, dishonest or unsafe, including accessing another person’s accounts without proper authority.

10.5. You must cooperate during the visit or remote session and follow reasonable instructions intended to protect your devices, data, accounts and personal safety.

10.6. You remain responsible for decisions about your devices, accounts, passwords, purchases, subscriptions and third-party services. We will explain options clearly, but you must give the final approval for changes or purchases made on your behalf.

10.7. You should not give us passwords where this is unnecessary. Where access is needed, you should enter passwords yourself wherever reasonably possible.

11. Safeguarding and Vulnerable Customers

11.1. Lady Techy works with older adults and people who may have additional needs or accessibility requirements.

11.2. We conduct visits respectfully, patiently and at the customer’s pace. We aim to communicate clearly and without jargon.

11.3. Lady Techy maintains DBS-checked status for the person providing in-person support.

11.4. A family member, carer or other trusted person may be present during a visit or remote session. We may recommend that another responsible adult is present where this would support the customer’s comfort, safety or understanding.

11.5. We will not knowingly take advantage of a customer’s age, illness, disability, vulnerability or lack of technical knowledge.

12. Confidentiality and Data Protection

12.1. We will treat information shared with us in connection with the service as confidential, except where disclosure is required by law, necessary to provide the service, necessary to protect someone from harm, or authorised by you.

12.2. Personal data will be handled in accordance with applicable UK data-protection law, including the UK GDPR and the Data Protection Act 2018.

12.3. Our Privacy Policy explains what personal information we collect, how we use it, how long we keep it and your rights.

12.4. Our Cookie Policy explains how cookies, analytics and similar technologies are used on the website.

12.5. The Privacy Policy and Cookie Policy form part of our wider information about how we handle personal data, but they do not remove any rights or obligations contained in these Terms of Service.

13. Complaints

13.1. We aim to resolve concerns quickly and fairly. If you are unhappy with any part of the service, please contact us at hello@ladytechy.com and explain what happened and what outcome you would like.

13.2. Complaints will be handled in accordance with our separate Complaints Procedure, which explains the steps we follow and how we will respond.

13.3. Making a complaint does not affect your statutory rights or any right to seek an independent remedy.

14. Events Outside Our Reasonable Control

14.1. We will not be responsible for delay or failure to provide a service where this is caused by circumstances outside our reasonable control, including severe weather, illness, power or internet failure, transport disruption, third-party platform failure or other unforeseen events.

14.2. We will make reasonable efforts to contact you and rearrange the service where possible.

15. Changes to These Terms

15.1. We may update these Terms of Service from time to time to reflect changes to our services, legal requirements or business arrangements.

15.2. The version of these terms in force at the time you make your booking will apply to that booking.

15.3. Any change that materially affects an existing booking will be communicated to you and will not reduce your statutory rights.

16. Governing Law and Jurisdiction

16.1. These Terms of Service are governed by the law of England and Wales.

16.2. The courts of England and Wales will have jurisdiction over any dispute arising from or connected with these terms, except where mandatory consumer law gives you the right to bring proceedings elsewhere.

16.3. If any provision of these terms is found to be invalid, unlawful or unenforceable, the remaining provisions will continue to apply.