Kortec IT – Residential IT Support Terms

Last updated: 17th June 2026

These terms apply to residential, home-user and non-business IT support services provided by Kortec IT.

These terms are intended for ad-hoc break/fix support, repairs, troubleshooting, setup work and general home IT assistance.

1. About Kortec IT

Kortec IT provides IT support services for both business and residential customers.

Support address:

Kortec IT
213 Shrub End Road
Colchester
CO3 4RN

Website: www.kortecit.co.uk

2. Residential Support

Residential support is provided on an ad-hoc basis unless agreed otherwise in writing.

This means services are normally charged per job, per visit, or by time spent, depending on the work required.

Residential support does not include ongoing managed IT support, monitoring, backup, antivirus management, Microsoft 365 administration, or guaranteed response times unless agreed separately.

3. Charges and Estimates

We will explain likely costs before carrying out work where possible.

Some issues require investigation before the full cost can be confirmed.

Any estimate given is based on the information available at the time and may change if further faults, complications, parts, software, licences, or additional work are required.

If additional work is needed, we will discuss this before proceeding where reasonably possible.

4. Call-Outs, Remote Support and Labour

Support may be provided remotely, onsite, or at our support address.

Call-out charges, remote support charges, diagnosis fees, labour charges, parking costs, travel costs, or other agreed fees may apply.

Remote support may be attempted first where appropriate.

If an issue cannot be resolved remotely, an onsite visit or workshop repair may be recommended.

5. No Fix / Diagnosis

Some faults may not be repairable, or may not be economical to repair.

A diagnosis, investigation, or call-out fee may still be payable even if the issue cannot be fixed.

Where repair is not practical, we may recommend replacement hardware, software reinstallation, manufacturer repair, data recovery, or another appropriate option.

6. Parts, Hardware and Software

Any parts, replacement hardware, software licences, subscriptions, accessories, or third-party services are chargeable unless specifically included in the agreed price.

Parts may need to be paid for in advance.

Hardware and software supplied by Kortec IT remain the property of Kortec IT until paid for in full.

Manufacturer warranties apply where relevant.

Kortec IT is not responsible for manufacturer defects, delays, discontinued parts, or warranty decisions made by third parties.

7. Data and Backups

The customer is responsible for ensuring important files, photos, documents, emails, passwords, software keys, and other data are backed up before work begins.

We will take reasonable care when working on devices, but IT repair work can involve risk of data loss, especially where devices are faulty, infected, damaged, encrypted, or already unstable.

Kortec IT is not responsible for data loss unless caused directly by our negligence.

If data backup, transfer, recovery, or restoration is required, this may be chargeable.

Specialist data recovery may need to be referred to a third-party provider and can be expensive.

8. Passwords and Access

The customer must provide any passwords, recovery keys, Apple ID, Microsoft account details, administrator access, device passcodes, or other information needed to carry out the work.

Kortec IT is not responsible for delays or inability to complete work where required access details are unavailable.

Customers should not share passwords unnecessarily and should change passwords after support work if they have concerns.

9. Apple ID, Microsoft Account and Third-Party Accounts

Many devices and services depend on third-party accounts such as Apple ID, iCloud, Microsoft accounts, Google accounts, broadband provider accounts, email accounts, or software subscriptions.

Kortec IT can assist with these where possible, but we cannot guarantee access to third-party accounts, bypass account security, remove activation locks, or recover accounts where the provider does not allow it.

The customer remains responsible for maintaining access to their own accounts and recovery details.

10. Security, Viruses and Malware

Virus, malware, scam, pop-up, browser hijack, email compromise, or suspicious activity support may be provided where possible.

Security cleaning reduces risk but cannot guarantee that a device or account is completely free from infection, compromise, or future risk.

We may recommend password changes, multi-factor authentication, antivirus software, system updates, device replacement, or account recovery steps.

11. Unsupported or Older Devices

Some older devices, operating systems, software, printers, routers, or accessories may no longer be supported by the manufacturer.

Kortec IT may still attempt to help where practical, but cannot guarantee compatibility, security, repairability, or long-term reliability of unsupported systems.

12. Customer Responsibilities

The customer agrees to:

• Provide accurate information about the issue
• Confirm what work they would like carried out
• Provide required passwords or access details where needed
• Ensure important data is backed up where possible
• Pay agreed charges promptly
• Tell Kortec IT about any known faults, liquid damage, previous repairs, scams, viruses, or other relevant issues
• Use devices and services responsibly after support work is completed

13. Payment

Payment is due according to the invoice or payment terms provided.

Payment may be required before devices, parts, or repaired equipment are released.

Kortec IT may retain repaired equipment until payment is received, where legally permitted.

14. Cancellations and Missed Appointments

If an appointment is cancelled at short notice, missed, or we are unable to gain access at the agreed time, a call-out or cancellation charge may apply.

We will try to be reasonable where genuine circumstances arise.

15. Limitation of Liability

Kortec IT will provide services with reasonable care and skill.

However, Kortec IT is not liable for:

• Loss of data where no backup was available
• Loss of photos, documents, emails, passwords, software keys, or account access
• Faults caused by failing hardware, liquid damage, malware, unsupported software, or third-party services
• Losses caused by broadband providers, email providers, Apple, Microsoft, Google, software vendors, or other third parties
• Indirect losses, loss of income, loss of opportunity, or consequential losses
• Issues caused by the customer not following advice or delaying recommended action

Nothing in these terms limits liability where it cannot legally be limited.

16. Consumer Rights

Nothing in these terms affects your statutory rights as a consumer.

17. Complaints or Questions

If you have any questions about these terms or the work carried out, please contact:

Kortec IT
213 Shrub End Road
Colchester
CO3 4RN

Website: www.kortecit.co.uk