Terms of service

Version 2026-11-v1. Last updated 2 November 2026.

These terms cover the Clarwyn IT client portal and the one-off help service. Please also read our privacy notice and cancellation rights.

Contents: 1 Who we are · Part A: One-off help (2 to 11) · Part B: Clarwyn Care clients (12 to 15) · Part C: everyone (16 to 18)

1. Who we are

Jamie Castle trading as Clarwyn IT, 20 Sidbury Hill Avenue, Tidworth, Wiltshire, SP9 7JN, United Kingdom. Email support@clarwyn.co.uk. Clarwyn IT is a sole trader business run by Jamie Castle, who is personally the other party to your contract. In these terms "we", "us" and "Clarwyn IT" mean Jamie Castle trading as Clarwyn IT. We are registered with the Information Commissioner's Office (number ZC285129).

Part A: One-off help

2. What you are buying

One-off help is a diagnosis, and then (if you want one) a separate fix.

• Diagnosis, £29.00 including all taxes. Up to 30 minutes of investigation by us, and a written report saying what we think is wrong and what we suggest you do next. We will send the report within 2 working days of your payment. We will not change settings on, or delete anything from, your devices as part of the diagnosis without telling you first and getting your agreement.
• Fix, quoted separately. If a fix is needed we send a written quote with a description, the price (including all taxes), the estimated time and how long the quote is open. Accepting and paying for a quote makes a new, separate contract, with its own right to cancel. We will complete the fix within the time stated in the quote, or if none is stated within 5 working days of your payment, and tell you if anything stops us.

3. When the contract is made, and how you pay

You order by pressing the button marked "Order with obligation to pay" after the checkout page has shown you the full details and you have ticked the two agreements. You pay by card on Stripe's secure page. The contract is made when your payment succeeds. We then email you a confirmation, and we do not start any work until we have sent it. If your payment fails, no contract is made and nothing is charged.

How ordering works. You describe the problem, then reach the checkout page, which shows every detail of the order. You can check it all before you press the button. If something is wrong, do not press it: email us and we will correct it, or start a new request. Nothing is charged until you pay on Stripe's page. After you pay we send a confirmation email straight away, and your request, the order and our replies stay in your account, so you can read them again. Our terms and emails are in English.

You must be 18 or over to order.

4. Price

The price shown at checkout is the full price, including all taxes. There are no delivery costs and no other charges. We will never add charges after you have ordered. A fix quote shows the price after any diagnosis credit.

5. Diagnosis credit

If a fix is needed and you accept our quote within 14 days of receiving your diagnosis report, the price you paid for the diagnosis is taken off the fix price. The credit is not paid out in cash. If the quote is not accepted in time, the credit expires and the quote's full price applies; the quote will say so.

6. If we cannot diagnose the problem

If we cannot identify the likely cause, or a sensible next step, within the 30 minutes, we refund the full price of the diagnosis to the card you paid with. We will not charge for the diagnosis in that case. The refund goes back to your card, and your bank decides how long it takes to show.

7. Your right to cancel

You have 14 days from the day the contract is made to cancel without giving a reason. How this works, what you pay if you have asked us to start straight away, and the model cancellation form are on the cancellation rights page. We give this right to everyone who orders one-off help, including people ordering for a business.

8. What we need from you

• Describe the problem accurately and tell us if anything changes.
• Please do not send us passwords. We will never ask for one in a ticket or email. If we need to see or control a device, we arrange it with you directly, you start the session and you can stop it at any time.
• Back up anything important before we make any change to your devices or accounts. We will remind you before a fix.
• If you email us a screenshot or file, only send things you are allowed to share.

9. Quality and your legal rights

We will carry out the service with reasonable care and skill, and as described to you. If we do not, the Consumer Rights Act 2015 gives you the right to ask us to repeat the service or do it properly, and if that is not possible or we do not do it within a reasonable time, to a price reduction (sections 49 to 57). These terms do not take away or limit any right you have by law.

10. Our responsibility to you

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else the law does not allow us to limit. Otherwise, if we break these terms or are negligent, we are responsible for loss you suffer that was a foreseeable result. We are not responsible for loss that was not foreseeable, or for losses caused by something outside our reasonable control. For a consumer, we do not otherwise cap what we owe you.

11. Business customers

If you are ordering for a business, the statutory consumer rights described in clauses 9 and 10 do not apply to you in the same way, but we apply clauses 2 to 8 to you in the same way as to everyone. Our liability to a business customer for a one-off order is limited to the price you paid for that order, apart from the matters in the first sentence of clause 10.

Part B: Clarwyn Care clients

12. Who Care is for

Clarwyn Care plans are for businesses only. By signing in as a Care client you confirm you act for a business and have authority to do so. Your Care plan is governed by the Clarwyn IT terms of service and your approved quote. This Part B adds terms that apply to the portal. If they conflict, your approved quote comes first, then the terms of service, then this Part B.

13. Your portal accounts

• Each person has their own account, protected by a passkey. Do not share accounts or devices used for sign-in. Tell us straight away if a device with a passkey is lost or stolen, or you think someone else has access, and we will end that account's sessions.
• You are responsible for what your people do in the portal, and for telling us when someone leaves.
• Do not put passwords, card numbers or secret keys into tickets or emails.

14. Using the portal

• Do not send us anything unlawful, or anything harmful such as malware. We may delete it, and we may suspend an account that is misused.
• Reply targets, support hours and what is included are those in your plan and quote. They are targets for a first written response, not a fix time.
• We take reasonable care to keep the portal available and secure, but we do not promise it will never be down. If it is, email support@clarwyn.co.uk.

15. Data

For personal data in your systems or tickets that we handle on your behalf, we are your processor and the data processing terms apply. For your account details we are a controller, as the privacy notice explains.

Part C: Everyone

16. Complaints

If something has gone wrong, tell us. Our process is on the complaints page.

17. Changes

We may update these terms. The version in force when you place an order or accept a quote applies to that order or quote. We will not change the terms of an order you have already made.

18. The law that applies

These terms are governed by the law of England and Wales. If you are a consumer, you can bring a claim in the courts of the part of the UK where you live (England and Wales, Scotland or Northern Ireland), and the law of that part gives you any mandatory protection it provides. Nobody else has rights under these terms.