Tech Help Terms

These terms are between Milk First Studio Ltd, trading as Milk First (company number 17506516, registered in England and Wales, registered office: 27 Flay Field, Tithebarn, Exeter, England, EX1 3YA) (“Milk First“, “we“, “us“, “our“) and the person or business booking our Tech Help services (“you“, “your“).

They cover remote computer help, booked one Session at a time. Our website services have their own terms.

Questions? Email help@milkfirst.co.uk before you book.

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Part A — For everyone

1. Key terms

• Home Customer — someone booking for themselves or their household, not for a business. Part B applies to you.
• Business Customer — anyone booking for a business, including sole traders. Part C applies to you.
• One-off Fix — a single service at a fixed price, listed in Schedule 1.
• Website Client — a business with a current Milk First website agreement (clause 8).
• Session — a remote session or video call in which we provide the service.
• Working Day — Monday to Friday, except bank holidays in England. Working Hours — 18:00 to 22:00 UK time on a Working Day, and other times we agree with you, including weekends.

2. What we do

2.1 We provide remote help with Windows and Mac computers, including:

• installing and setting up apps (such as Office, Zoom, antivirus and printer software);
• setting up email on computers, phones and tablets;
• fixing slow or misbehaving computers;
• dealing with pop-ups, suspicious messages and suspected viruses;
• setting up new computers and moving files;
• passwords, two-step verification and backups;
• Microsoft 365 and Google Workspace for small teams.

2.2 Phones and tablets, such as iPhones and iPads, can’t be controlled remotely. For these, we guide you step by step over a video call.

2.3 We don’t provide hardware repairs, home or office visits, or data recovery from failed drives. We don’t install or work with unlicensed software, bypass security, or access devices or accounts you’re not entitled to use.

2.4 We’ll provide our services with reasonable care and skill.

3. Booking and payment

3.1 To book, email us with the problem and some times that suit you. We’ll confirm the service, the price and the time by email. That confirmation is our agreement.

3.2 You pay when you book, by card through the secure payment link in our confirmation, or by bank transfer to the account shown in it. Card payments are handled by our payment provider, Stripe. Your Session is confirmed once your payment has gone through.

3.3 Prices are fixed and shown in Schedule 1. There are no call-out fees. The price shown is the price you pay: nothing is added on top.

3.4 If something turns out to need more work than you booked — for example, a Quick Fix that will take longer than 45 minutes — we’ll stop, tell you the price, and only carry on if you agree.

4. How Sessions work

4.1 For remote Sessions, we use Chrome Remote Desktop or RustDesk, both free, or another tool we agree with you. Chrome Remote Desktop runs in the Chrome browser with a small helper app. RustDesk runs on Windows without installing; on a Mac, you’ll need to allow the permissions the app asks for.

4.2 You start every Session by giving us a one-time code (Chrome Remote Desktop) or the ID and one-time password (RustDesk) shown on your screen. You see who is connecting before you allow it, you can see everything we do, and you can end the Session at any time with one click.

4.3 We don’t copy your files or record Sessions. When a password is needed, you type it yourself. At the start of every Session, we’ll tell you your booking reference, so you know it’s us.

4.4 Before any step that could affect your files or settings, we’ll suggest a backup and wait for your OK.

4.5 You must own the device or be authorised to let us work on it, and use only software you’re licensed to use.

4.6 Please be available at your computer during the Session, in case we need you to approve something.

5. Response times

5.1 We reply to emails within one Working Day.

5.2 Sessions take place during Working Hours unless we agree otherwise.

6. Not fixed? Not charged

6.1 If we can’t solve the problem you booked for, we’ll refund you in full — including when the cause turns out to be faulty hardware.

6.2 This doesn’t apply if you end the Session before we’ve finished, or decide not to go ahead with the fix we recommend. In that case, the fixed price applies.

6.3 We send refunds within 5 Working Days, back to the card or account you paid from. Card refunds can take a few more days to reach your account, depending on your bank.

7. Rescheduling and cancelling a Session

7.1 You can reschedule or cancel free of charge up to 24 hours before a Session. If you cancel, we’ll refund you in full.

7.2 If you cancel less than 24 hours before, or miss a Session:

(a) Home Customers: we’ll offer you a new time, free of charge. If this keeps happening, we may decline future bookings.

(b) Business Customers: the first time, we’ll offer you a new time free of charge. After that, we keep 50% of the fee for the missed Session.

7.3 If we need to move a Session, we’ll tell you as soon as we can. You can choose a new time or a full refund.

8. Website Clients

8.1 If you’re a Website Client, you get 20% off the prices in Schedule 1 while your website agreement is in force. Tell us when you book.

8.2 Standard and Pro website plans include one free Security check-up of one computer, to be used within 3 months of the website agreement’s start date. It’s booked and provided under these terms, has no cash value and can’t be transferred.

9. Your responsibilities

You’ll:

(a) give us accurate information about the problem and your devices;

(b) back up important files before a Session where you can — we’ll remind you, and help with it if needed;

(c) use only software and accounts you’re entitled to use;

(d) not ask us to do anything unlawful.

10. Confidentiality and your data

10.1 During a Session, we may see what’s on your screen. We only look at what we need to fix the problem, and we keep anything we see confidential.

10.2 Sessions are encrypted. The connection may pass through servers run by the tool’s provider (Google or RustDesk), which don’t record it.

10.3 We use your contact and booking details as described in our privacy notice at milkfirst.co.uk/privacy.

10.4 For Business Customers, the data processing terms in Schedule 2 also apply.

11. Changes to these terms

We may update these terms. Changes don’t affect Sessions already booked.

12. Complaints

If you’re unhappy, email help@milkfirst.co.uk. We’ll reply within 5 Working Days and try to put things right.

13. Law and courts

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you’re a Home Customer living in Scotland or Northern Ireland, you can also bring proceedings in your local courts, and the consumer protection laws of your country still apply.

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Part B — Home Customers

14. Your legal rights

14.1 As a consumer, you have legal rights, including under the Consumer Rights Act 2015. We must provide our services with reasonable care and skill. If we don’t, you can ask us to put it right, and if we can’t, you may be entitled to a refund. Nothing in these terms affects your legal rights. For more information, contact Citizens Advice.

15. Your right to cancel

15.1 You have a legal right to cancel a booking within 14 days of the day we confirm it, without giving a reason.

15.2 If you want us to help sooner than 14 days, we’ll ask you to confirm that by email. If you do:

(a) you lose your right to cancel once we’ve fully provided the service;

(b) if you cancel after we’ve started but before we’ve finished, you pay for the part of the service already provided.

15.3 To cancel, email us at help@milkfirst.co.uk with your name and what you’re cancelling. You can use the form in Schedule 3, but you don’t have to.

15.4 We’ll refund you within 14 days of your cancellation — usually within 5 Working Days — using the same payment method you used.

15.5 This right is in addition to our own free cancellation up to 24 hours before a Session (clause 7.1) and our “Not fixed? Not charged” promise (clause 6).

16. Our responsibility to you

16.1 We’re responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We’re not responsible for loss or damage that isn’t foreseeable.

16.2 Our services for Home Customers are for household and private use. We’re not responsible for business losses, such as lost profit or business interruption.

16.3 We don’t exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, for fraud, or for breaking your legal rights.

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Part C — Business Customers

17. Business terms

17.1 You confirm you’re booking for your trade, business or profession. The consumer cancellation right in clause 15 doesn’t apply.

17.2 Late payment. If we’ve agreed to invoice you after a Session and the invoice is unpaid 30 days after its due date, we may decline further bookings until it’s paid. We may also claim statutory interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.

18. Liability to Business Customers

18.1 Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that can’t be limited by law.

18.2 Subject to clause 18.1, we’re not liable for loss of profits, revenue, business or goodwill, or for any indirect or consequential loss.

18.3 Subject to clause 18.1, our total liability to you is limited to the total Tech Help fees you’ve paid us in the 12 months before the event giving rise to the claim.

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Schedule 1 — Prices

Prices at 20 October 2026. Your booking confirmation shows the price that applies to you.

One-off Fixes

Milk First Website Clients get 20% off these prices (clause 8).

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Schedule 2 — Data processing terms (Business Customers)

1. When we help a Business Customer, we may process personal data that’s on your devices or in your accounts. For that data, you’re the controller and we’re your processor, under the UK GDPR.

2. Details. Subject matter: remote IT support. Duration: each Session, and the time needed to finish the work. Nature and purpose: viewing and changing settings, apps and files on your devices to provide the service you booked. Types of data: whatever personal data is on the devices and accounts we work on — typically names, contact details, emails and documents. Data subjects: your staff, customers and contacts.

3. We will:

(a) process personal data only on your documented instructions — your booking and your requests during a Session — unless the law requires otherwise;

(b) make sure anyone who works on your devices is bound by confidentiality;

(c) keep the data secure: Sessions are encrypted and started by you; we don’t copy files or record Sessions; our own accounts use strong passwords and two-step verification;

(d) not use sub-processors to access your data. Remote connections may pass through servers run by the provider of our remote access tool (Google for Chrome Remote Desktop, or RustDesk); Sessions are encrypted, and those servers don’t record them;

(e) help you respond to requests from people exercising their data protection rights, and with your obligations on security, breaches and impact assessments;

(f) tell you without undue delay, and within 48 hours of becoming aware, about any personal data breach affecting your data;

(g) not keep your data after the work is done, except our notes of what we did;

(h) give you the information you reasonably need to show these obligations are met.

1. Our team may provide Sessions from outside the UK. When they do, the data stays under our control, and the UK GDPR continues to apply.

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Schedule 3 — Cancellation form (Home Customers)

Complete and return this form only if you wish to cancel. You can also just email us.

To: Milk First Studio Ltd, 27 Flay Field, Tithebarn, Exeter, England, EX1 3YA, help@milkfirst.co.uk

I hereby give notice that I cancel my contract for the supply of the following service: ……………

Booked on: ……………

Name: ……………

Address: ……………

Signature (only if this form is sent on paper): ……………

Date: ……………