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Guard IQ Ltd – Terms of Service

Last updated: December 2025
Company number: 16790007
Website: https://guardiq.co.uk
Business name: Guard IQ Ltd
Service area: North West London

1. Introduction

These Terms of Service (“Terms”) explain how Guard IQ Ltd (“we”, “us”, “our”) provides IT support, networking, device repair, cybersecurity and protection services to residential and business customers.

By booking a visit, requesting diagnostics, purchasing a protection plan, or using our services, you agree to these Terms.

2. Services We Provide

Guard IQ Ltd offers:

  • On-site IT support
  • Remote support
  • Same-day fixes (where available)
  • Diagnostics visits
  • Home and small business networking
  • Device setup, optimisation and troubleshooting
  • Cybersecurity configuration and monitoring
  • Ongoing protection plans

All services are delivered with reasonable skill and care.

Full details of our service scope and pricing are available in our service documentation and website.

3. Booking and Appointments

3.1 Availability

We operate across North West London with flexible hours. Same-day appointments depend on technician availability.

3.2 Arrival Windows

For on-site appointments, we provide an estimated arrival window. Traffic and previous jobs may affect timings, but we always aim to communicate delays promptly.

3.3 Diagnostics Visits

A diagnostics visit allows us to assess the issue and provide next steps.
Diagnostics fees are payable even if you choose not to proceed with further work.

4. Pricing and Payment

4.1 Pricing

Prices for callouts, diagnostics and protection plans follow our published pricing.
We do not provide guarantees beyond what is stated in our official pricing and offer documents.

4.2 Payment

Payment is due:

  • Immediately upon completion of on-site work
  • Before activation of a protection plan
  • At the time of any remote session (unless agreed otherwise)

We accept common methods of payment (details provided during booking).

4.3 Additional Costs

If parts, replacement hardware, or third-party licences are required, these will be quoted separately.

We will never proceed with additional chargeable work without your approval.

5. Protection Plans

5.1 Scope

Protection plans include ongoing monitoring, security updates, and priority support as described in your plan documentation.

5.2 Payment and Renewal

Plans are billed monthly.
Non-payment may result in suspension or cancellation of the plan.

5.3 Limitations

Protection plans do not cover:

  • Hardware repairs or replacements
  • Major network rebuilds
  • Physical damage
  • Issues caused by third-party technicians or unsupported installations

Full details are provided separately within the protection plan terms.

6. Cancellations and Rescheduling

6.1 Callouts and Diagnostics

You may cancel or reschedule up to 24 hours before the appointment.
Late cancellations or no-shows may incur the full callout or diagnostics fee.

6.2 Protection Plans

You may cancel your monthly plan at any time.
Access remains active until the end of the current paid period.

7. Customer Responsibilities

To help us deliver services effectively, you agree to:

  • Provide accurate information about your issue
  • Ensure someone aged 18+ is present for home visits
  • Provide safe access to equipment and networks
  • Maintain backups of important data
  • Have appropriate permissions for us to work on your devices

We are not liable for issues arising from misrepresented information or unauthorised work by third parties.

8. Data Handling and Privacy

We handle all customer information responsibly.
Our Privacy Policy and Cookie Policy explain how data is collected, used and stored.

Some diagnostics and support tasks may require temporary access to your device or systems.
We will only access what is necessary to resolve the issue.

We never retain personal files or sensitive information.

9. Limitations of Service

9.1 No Guarantee of Outcome

While we always aim to resolve issues efficiently, some problems may not be fixable during a single visit due to hardware faults, software corruption, environmental limitations, or restrictions imposed by third-party services.

Diagnostics fees and callout charges apply regardless of whether a fix is possible, as they cover the time, expertise and testing required to assess the issue and provide professional guidance.
Guard IQ Ltd does not operate a “No Fix, No Fee” model unless explicitly stated for a specific service.

9.2 Liability

Guard IQ Ltd is not liable for:

  • Any loss of data (customers are responsible for maintaining backups)
  • Indirect or consequential loss
  • Interruptions caused by internet providers, software vendors, or hardware failures

Our liability is limited to the amount paid for the service in question.

10. Parts, Hardware and Third-Party Software

If hardware or software is required:

  • We will explain the cost and obtain your consent
  • Warranty is provided by the manufacturer, not Guard IQ Ltd
  • We are not responsible for manufacturer defects or supply chain delays

11. Remote Support

Remote sessions require a stable internet connection.
We may disconnect a remote session at any time if:

  • We detect a security risk
  • You request it
  • The issue cannot be safely resolved remotely

12. Termination of Services

We may refuse or discontinue service where:

  • Staff safety is at risk
  • Abuse, harassment or unreasonable behaviour occurs
  • Payment is not made
  • Work requested is outside our expertise or legitimate boundaries

13. Changes to These Terms

We may update these Terms from time to time.
The latest version will always be available on our website.

14. Contact

For questions regarding these Terms:

Guard IQ Ltd
Company Number: 16790007
Website: https://guardiq.co.uk
Email: info@guardiq.co.uk