Terms of Service

1. Acceptance of Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you ("Customer", "you") and Smart Nibble ("we", "us", "our"), a remote IT support business registered in England and Wales.

By submitting a support request, contacting us, or using any of our services, you confirm that you have read, understood, and agree to be bound by these Terms in their entirety. If you do not agree to any part of these Terms, you must not use our services.

If you are using our services on behalf of an organisation, you represent and warrant that you have the authority to bind that organisation to these Terms.

2. Services Provided

Smart Nibble provides remote IT support services including, but not limited to:

• Remote diagnosis and troubleshooting of computer hardware and software issues
• Virus, malware, and spyware removal
• Software installation, configuration, and optimisation
• System performance optimisation and cleanup
• Network and internet connectivity troubleshooting
• Email client setup and troubleshooting
• Operating system updates and maintenance
• General technical advice and guidance

All services are delivered remotely via encrypted remote access software. We do not offer on-site visits as part of our standard service.

3. Remote Access Consent

In order to provide remote IT support, it is necessary for our technicians to access and interact with your device remotely. By requesting a support session, you explicitly consent to the following:

• Granting Smart Nibble technicians temporary, session-limited access to your device for the purpose of resolving your stated issue only.
• Understanding that all remote sessions are conducted using industry-standard encrypted remote access software.
• Acknowledging that you can view the technician's actions on your screen in real time throughout the session.
• Understanding that you have the right to terminate the remote session at any time by closing the remote access application or disconnecting from the internet.
• Confirming that you are the owner of the device or have the lawful authority of the device owner to grant such access.
• Acknowledging that Smart Nibble technicians will not access files, folders, or applications unrelated to the stated support issue.

Remote access is session-based only. We do not retain persistent or unattended remote access to your device after the session ends, unless specifically agreed in writing for managed service arrangements.

4. Customer Responsibilities

As a customer of Smart Nibble, you are responsible for:

• Backup: Ensuring that all important data on your device is backed up before any support session commences. Smart Nibble strongly recommends maintaining regular data backups. We are not responsible for data loss, however caused.
• Accurate information: Providing accurate, honest, and complete information about your device, the issue, and any relevant circumstances.
• Authorisation: Confirming that you are the lawful owner of the device or have express written permission from the owner to allow remote access.
• Legal software: Ensuring that all software on your device is properly licensed. We will not assist with pirated or illegally obtained software.
• Safe environment: Ensuring your device is in a safe working environment and that you have a reliable internet connection for the duration of the session.
• Availability: Being available during the scheduled session time and responding to technician communications promptly.
• Account credentials: Providing any necessary login credentials or passwords required to carry out the agreed support work. You should change any shared credentials after the session if you wish.

5. Acceptable Use

You agree to use our services only for lawful purposes. You must not use our services:

• In any way that is unlawful, fraudulent, or harmful
• To gain unauthorised access to any system, network, or data
• To distribute malware, viruses, or any malicious code
• To harass, abuse, or threaten our technicians or staff
• To circumvent any security measures on devices you do not have lawful access to
• For any purpose that violates the Computer Misuse Act 1990 or any other applicable UK law

We reserve the right to immediately terminate any session and refuse future service to customers who violate these acceptable use provisions, without refund.

6. Pricing and Payment

Pricing for our services will be discussed and agreed upon before any work commences. We operate a transparent pricing policy — you will never be charged more than the agreed amount without prior notification and your consent.

Payment terms will be communicated at the time of booking. We reserve the right to withhold the completion of work pending payment for ongoing or complex support engagements.

All prices are quoted in pounds sterling (GBP) and are inclusive of any applicable VAT where stated.

7. Refund Policy

We want you to be completely satisfied with our service. Our refund policy is as follows:

• Successful resolution: No refund is applicable where the support issue was successfully resolved as requested.
• Partial resolution: Where an issue was only partially resolved, we will endeavour to complete the work or, where this is not possible, provide a partial refund at our discretion.
• Unresolved issue: Where we are unable to resolve your issue despite reasonable efforts, and no work was completed, a full refund will be offered.
• Customer-caused issues: No refund is applicable where the failure to resolve an issue is due to inaccurate information provided by the customer, the customer's failure to maintain adequate backups, or hardware failure beyond our control.
• Cancellation: Sessions cancelled with less than 2 hours' notice may be subject to a cancellation fee as agreed at the time of booking.

Refund requests should be submitted to info@smartnibble.co.uk within 14 days of the service delivery.

8. Limitation of Liability

To the fullest extent permitted by applicable law:

• Smart Nibble's total liability to you in connection with any service shall not exceed the amount paid by you for that specific service session.
• We shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of data, loss of profits, loss of business, or business interruption.
• We are not liable for data loss resulting from hardware failure, pre-existing corruption, or circumstances beyond our reasonable control.
• We strongly recommend all customers maintain comprehensive data backups. Smart Nibble accepts no liability for loss of data that would have been avoided had appropriate backups been in place.
• We are not responsible for the performance or compatibility of third-party software, hardware, or internet services.

Nothing in these Terms shall limit our liability for death or personal injury caused by our negligence, or for fraudulent misrepresentation, or for any other liability that cannot be excluded or limited by English law.

9. Intellectual Property

All content on the Smart Nibble website, including text, graphics, logos, and software, is the intellectual property of Smart Nibble and is protected by applicable copyright and intellectual property laws.

You may not reproduce, distribute, or create derivative works from our content without our express written permission.

10. Data Protection

Smart Nibble is committed to protecting your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Please refer to our Privacy Policy and GDPR Data Protection Policy for full details of how we collect, use, and protect your personal information.

11. Third-Party Software

In providing remote support services, we may require you to download and install third-party remote access software (such as AnyDesk, TeamViewer, or similar tools). Please note:

• Such software is provided by independent third parties and is subject to their own terms of service and privacy policies.
• Smart Nibble takes no responsibility for the operation, performance, or data practices of third-party remote access tools.
• We will always inform you of the specific software required before asking you to download it.
• You should only download remote access software from the official websites or links we specifically direct you to.
• Once the support session is complete, you are advised to uninstall the remote access software if you do not require it for future use.

12. Support Limitations

Whilst we make every reasonable effort to resolve your IT issue, you acknowledge that:

• Not all technical issues can be resolved remotely. Some problems may require physical hardware repairs or on-site intervention.
• The success of remote support is dependent on a stable internet connection and your device being in a functional state.
• We cannot guarantee that our support will be compatible with all device configurations, operating systems, or software versions.
• We do not provide support for illegal software, cracked applications, or devices that have been modified in breach of manufacturer terms.
• Our technicians will exercise reasonable skill and care, but cannot guarantee outcomes in all cases.

13. Session Recording Notice

For quality assurance, training, and security purposes, Smart Nibble may record remote support sessions. Where session recording takes place, you will be notified at the commencement of the session. Session recordings are processed and stored in accordance with our Privacy Policy and are not shared with unauthorised third parties. You have the right to request deletion of your session recording in accordance with your rights under the UK GDPR.

14. Termination

Smart Nibble reserves the right to refuse, suspend, or terminate any service at any time, without notice, where we have reasonable grounds to believe that these Terms have been violated, or where the provision of the service poses a security, legal, or ethical risk.

You may terminate a remote session at any time by closing the remote access software or disconnecting your internet connection.

15. Changes to Terms

We reserve the right to update or modify these Terms at any time. Changes will be posted on this page with an updated revision date. Your continued use of our services following notification of changes constitutes your acceptance of the revised Terms. We encourage you to review these Terms periodically.

16. Governing Law and Disputes

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

We encourage customers to contact us in the first instance to resolve any disputes amicably before pursuing formal legal proceedings.

17. Contact Us

If you have any questions about these Terms of Service, please contact us:

Smart Nibble
Email: info@smartnibble.co.uk
United Kingdom