Terms & Conditions

These Terms & Conditions ("Terms") govern the supply of services by Geek Fix ("we", "us", "our") to the customer ("you", "your"). By booking a consultation, requesting a quote or instructing us to carry out work, you agree to these Terms. These Terms apply alongside any written quotation or scope of work we provide.

1. About us

Geek Fix is a trading name of Alex Burckhardt, a sole trader established in England, operating from 18 Queens Road, Knaresborough, HG5 0AT, United Kingdom. That address is also our address for service of any document relating to our business. VAT registration number 402 5724 28. You can contact us by telephone on 01423 209018 or by email at info@geekfix.uk.

2. Who these Terms apply to

We work for both households and businesses, and the law treats those two situations differently. Some parts of these Terms therefore apply only to one or the other. Where that is the case we say so in the clause itself.

• You are a consumer if you are an individual and you are buying from us wholly or mainly for personal use, rather than for a business, trade, craft or profession.
• You are a business customer if you are buying from us for the purposes of a business, trade, craft or profession — whether you are a company, a partnership, a charity, a landlord, a managing agent or a sole trader.

If a clause is marked as applying to consumers only, it does not apply to business customers. If a clause is marked as applying to business customers only, it does not apply to consumers. Everything not marked applies to both.

If you are a consumer, nothing in these Terms takes away or reduces your legal rights, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If anything in these Terms conflicts with those rights, your legal rights come first.

If you are a business customer, you confirm that you are contracting in the course of your business and that you have authority to enter into this contract on behalf of the business named on the quotation.

What "in writing" means. Where these Terms require something to be in writing, that includes email, WhatsApp and text message, unless the clause says otherwise.

3. Services

We provide WiFi and network design, installation, troubleshooting and related services for residential and business customers. The specific services to be supplied will be set out in your written quotation, statement of work or invoice (the "Scope"). If the work required differs from the Scope on site, we will inform you and agree any variation before continuing.

4. Quotations, pricing and our standard rates

• Quotations are valid for 7 days from the date issued unless stated otherwise.
• Prices exclude VAT unless explicitly stated. VAT will be charged at the prevailing rate where applicable.
• Where a job requires a site consultation to provide an accurate quote, this will be discussed and agreed with you at the point of contact before any visit is arranged.
• Additional work outside the agreed Scope (including replacing faulty existing equipment, structural alterations or trenching) will be chargeable and agreed with you in writing before proceeding.

Our standard rates

These are our standard rates for work during our normal working hours (Monday to Friday, 09:00 to 18:00 — see clause 13 for out‑of‑hours emergency callouts, which are priced separately). All rates exclude VAT, which is charged in addition at the prevailing rate. Where we have given you a fixed price in a written quotation for a specific job, that quoted price applies instead of these rates.

• Remote support — £60 + VAT per hour. Covers telephone consultation, video meetings (such as Teams), and remote access to your controllers or systems for adjustments, updates and configuration.
• On‑site labour — £90 + VAT for the first hour of each visit, then £60 + VAT per hour thereafter. The first hour is charged in full and is the minimum charge for any on‑site attendance — it applies to every site visit, not once per site. Time beyond the first hour is charged in 30‑minute increments, rounded up to the nearest half hour.
• Callout fee — we charge for travel to your site, guided by a rate of approximately £25 + VAT per hour of travel. Because we cover Yorkshire, the Lake District and beyond, the callout fee reflects the distance involved. We do not charge per mile. The figure is indicative only; we confirm the actual callout fee to you in writing when you book, and that confirmed figure is the one that applies.

Labour estimates. Where we give you an estimated labour window for a job — for example, six to eight hours — this is an estimate based on the information available at the time, not a fixed or guaranteed figure. The actual time can be affected by things we cannot foresee until we are on site, and by changes you ask us to make during the work. We will keep you informed if a job looks likely to run beyond the estimate, and discuss it with you before continuing.

Chargeable pre‑project consultation

Some projects need more than one visit before we can give you a final estimate — repeat site visits, detailed measuring up, design work, or liaison with third parties such as landlords or network providers. Where that applies:

• (a) We will tell you in writing, before we carry out that work, that a consultation fee applies and what it will be. We will only go ahead once you have confirmed in writing that you want us to.
• (b) The consultation fee is chargeable whether or not you go ahead with the project. It is not waived automatically. The consultation is a separate service from any project that may follow.
• (c) We may offer to waive the fee if you instruct us to carry out the project. Where we do, we will say so in writing at the time, along with any conditions attached. If we have not confirmed a waiver in writing, the fee stands.
• (d) If you tell us you do not wish to proceed, the fee becomes payable and we will invoice you for it.
• (e) If we have not received your written instruction to proceed within 30 days of the date we issue the final estimate, the project will be treated as declined and the fee becomes payable. We will send you a written reminder before that period ends.
• (f) You may ask us in writing for more time. An extension applies only if we agree to it in writing and confirm the new date. Until we do, the original 30‑day period continues to run.
• (g) Where a waiver has been agreed and you instruct us to proceed but then cancel before the work begins, the fee becomes payable. If you are a consumer, this is subject to your cancellation rights in clause 6.
• (h) The fee covers our time and costs in preparing the estimate. It is separate from the validity period of the estimate itself set out above — if you instruct us after the estimate has expired, we may need to re‑price the work.
• (i) Nothing in this section affects your statutory rights as a consumer.

Consultation fee invoices are payable within 14 days. Where you are a business customer, we may charge statutory interest and a fixed recovery sum on late payment under the Late Payment of Commercial Debts (Interest) Act 1998.

Visits that cannot go ahead

Before some visits we ask you for information we need in order to work safely — for example whether the property was built before 2000, whether asbestos is present, whether we can reach the areas we need to work in, and whether the work involves a roof or anything above normal ladder height.

Where you were aware of something we asked about and did not tell us before the visit, and we arrive and cannot safely or practically carry out the work as a result, we may charge for the visit. The first hour is charged in full and is the minimum charge for any on‑site attendance, as set out above.

Where the position only became apparent on the day, and you could not reasonably have told us beforehand, we will discuss it with you fairly before charging anything.

This applies except where a more specific clause says otherwise — see clause 8 for asbestos, clause 9 for work at height and outside the building, and clause 13 for out‑of‑hours emergency callouts.

5. Bookings, deposits and payment

• A deposit equal to the hardware cost listed on the quotation is payable to confirm the booking, covering the equipment we order in for your installation. Where you cancel after we have ordered that equipment, we will refund your deposit less the costs we have actually and reasonably incurred — for example any restocking charge, non‑returnable items or carriage. We will take reasonable steps to return or re‑use the equipment to keep that figure as low as possible, and we will show you the costs we have deducted. This does not affect your statutory rights as a consumer (see clause 6).
• If we cancel. If we cancel a confirmed booking, we will refund your deposit in full. If we cancel at short notice and you have incurred reasonable costs as a direct result, we will discuss putting that right with you.
• The full final balance is due on completion of the work. For bank transfer payments we allow up to 5 working days from completion for the funds to clear.
• We accept payment by debit/credit card or bank transfer only. We do not accept cash or cheque. For business customers, card processing fees may apply and will be disclosed in advance where they do. We do not charge card fees to consumers.
• Title in any equipment we supply remains with Geek Fix until full payment (deposit and final balance) has been received in cleared funds.
• Late payments may incur statutory interest and reasonable debt recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998 where the contract is between businesses.

6. Cancellations and your right to cancel (Consumers)

If you are a consumer and you have entered into a contract with us at a distance or away from our business premises, you have the right to cancel within 14 days of entering into the contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

• If you ask us to begin the work within the 14‑day cancellation period, you may still cancel but you will be liable for the value of work performed and materials supplied up to the point of cancellation.
• If the work has been fully performed within the 14‑day period and you confirmed in advance that you wished us to do so, you lose the right to cancel once the work is complete.
• To cancel, contact us by phone or in writing. We aim to refund any monies due within 14 days of receiving your cancellation notice.

7. Access and site requirements

• You are responsible for providing safe and reasonable access to the property and to all areas where work is to be carried out, including loft spaces, outbuildings and risers.
• You confirm that you are the owner of the property or have the owner's permission for the work to be carried out (including any required landlord, freeholder or managing agent consent).
• You must ensure mains power, water and other utilities are available and safe to use. Any pre‑existing electrical or building defects that delay or prevent the work are not our responsibility.

8. Asbestos and other hazardous materials

Much of our work involves drilling, cutting or running cable through walls, ceilings, lofts, soffits and risers. In buildings built before 2000, materials containing asbestos may be present, and disturbing them is dangerous. The law requires us to treat those materials as present unless there is reliable evidence that they are not.

• We will ask before we start. Where a property was built before 2000, we will ask you what you know about asbestos or other hazardous materials at the property. Please tell us anything you know, including anything you suspect.
• Business customers, landlords and managing agents. If the property is not a private home — including the shared parts of a block of flats — you are likely to have a legal duty to manage asbestos under the Control of Asbestos Regulations 2012, and to hold an asbestos register or survey. You must give us the relevant parts of it before we start. If you do not hold one, tell us, and we will agree how to proceed.
• If we find something, we stop. If at any point we discover, or reasonably suspect, asbestos or another hazardous material, we will stop work in that area immediately, leave the material undisturbed, and tell you what we have found. We are not qualified to test, remove or make safe asbestos, and we will not attempt to.
• What happens next is yours to arrange. Testing, surveying, removal or making safe must be arranged by you with a suitably qualified specialist, and at your cost. We will resume work once you have given us written confirmation that the area is safe to work in.
• Cost and delay. We are not responsible for any delay caused by the discovery of asbestos or other hazardous material, or for any cost of dealing with it. Where a visit cannot go ahead, or has to be abandoned part way through, we may charge for the time and materials already used and for the visit itself, and we will tell you what that will be before you incur it.

Nothing in this clause limits our own responsibility to work with reasonable care and skill, or affects your rights under clause 15.

9. Working at height and outside the building

Some of our work — satellite and Starlink dishes, external cameras, outdoor access points, cable runs at roof level — has to be done at height or outside. We do that work regularly and we are equipped for it, but the law requires us to plan it properly and to stop if it cannot be done safely.

• Tell us in advance what is involved. Please let us know before the visit if the work involves a roof, a gable, a chimney, a flat roof, a conservatory, a fragile surface such as an old corrugated roof or a skylight, or anything above normal ladder height. It affects what we bring and how long we allow.
• Safe access is your responsibility. You must give us safe access to the outside of the property and to any loft, roof space or plant area involved — including clear, firm and level ground to foot a ladder or tower, and space free of vehicles, obstructions, overhanging branches and stored items.
• We may decide not to proceed. If, when we arrive or once we have started, we judge that the work cannot be carried out safely — because of the structure, the surface, the access, the weather or anything else — we will stop and explain why. We are required to make that judgement under the Work at Height Regulations 2005 and we will not be pressured out of it. We will always try to offer an alternative, such as a different mounting position or returning with different equipment.
• We do not work on fragile surfaces — including asbestos cement sheeting, old roof lights, and roofs we judge unable to bear weight — and we do not work at height in high wind, lightning, ice or heavy rain.
• Where extra access equipment is needed. If the work needs scaffolding, a tower or a powered access platform, we will tell you, agree it with you and quote for it before it is arranged. That cost is additional to the original quotation.
• If a visit cannot go ahead. Where we cannot safely carry out work at height for reasons you were aware of and did not tell us about in advance, we may charge for the visit. Where the position only became apparent on the day, we will discuss it with you fairly before charging anything.

We are not responsible for delay caused by a decision not to work at height on safety grounds, or by weather. Nothing in this clause limits our responsibility to carry out the work we do with reasonable care and skill.

10. Warranty on our workmanship

We warrant our workmanship for 12 months from the date of completion. If a fault arises as a direct result of our installation within that period we will return and rectify it at no charge, subject to the following:

• The fault has not been caused by the customer, a third party, alterations made after our installation, power surges, lightning, water damage, pets, accidental damage or misuse.
• The warranty does not cover faults caused by other third‑party contractors interfering with the installation after we have completed and handed it over — including but not limited to electricians, builders, decorators, AV installers, kitchen fitters, alarm/CCTV engineers, broadband technicians or any other trade who moves, disconnects, re‑terminates, re‑routes, drills through, paints over, covers up, repowers or otherwise alters any part of the network, cabling, cabinet, access points or associated equipment we have installed. Where such interference is suspected we may carry out an inspection and any remedial work will be chargeable at our standard rates.
• The fault is not the result of a fault in third‑party equipment or services (including the internet provider's line, ONT, modem, or any equipment we have not supplied).
• Reasonable access is provided. Call‑out charges may apply where no fault is found.

This warranty is in addition to your statutory rights under the Consumer Rights Act 2015, which are not affected.

11. Manufacturer warranties

Equipment we supply (routers, access points, switches, cameras and similar) is covered by the relevant manufacturer's warranty. Where a manufacturer warranty claim is needed we will help you navigate it, but the manufacturer's terms apply. The benefit of any manufacturer warranty passes to you on payment in full.

For TP‑Link equipment specifically (our primary networking and CCTV partner), warranty durations vary by product line — ranging from Limited Lifetime Warranty for most indoor hardware down to two years for outdoor hardware. The specific warranty period for each item is always listed alongside the product on your invoice. Where a product is listed as carrying a Limited Lifetime Warranty, TP‑Link's published interpretation is that the product is warranted for five years past the product's official end‑of‑life date.

If a product fails after the initial 12‑month workmanship warranty period set out in clause 10 but is still within its manufacturer hardware warranty, we will arrange and fit the replacement under the manufacturer warranty at no hardware cost to you. A labour and installation charge will apply for the visit and re‑install, billed at our then‑current rates and quoted in writing before any work is carried out.

These warranties are in addition to your statutory rights under the Consumer Rights Act 2015, which are not affected.

12. Third‑party services

We are not responsible for the performance, availability or pricing of third‑party services such as broadband providers, mobile networks, cloud services or smart‑home platforms. Where the issue lies with a third party we will diagnose and inform you, but we cannot guarantee resolution by that third party.

13. Out‑of‑hours emergency callouts

We offer an out‑of‑hours emergency callout service for urgent faults that cannot reasonably wait until the next working day. This clause applies only to that service; it does not apply to work booked in the ordinary way.

• Our standard hours are Monday to Friday, 9:00 to 18:00. Anything outside those hours — evenings, weekends and bank holidays — is an out‑of‑hours callout.
• Sending the emergency enquiry form, or messaging us, is a request for an emergency callout. It is not a confirmed booking. A contract is formed only when we confirm to you that we are attending.
• The out‑of‑hours callout fee and the hourly rate for time on site are published on our emergency callout page and will be confirmed to you before we attend. Time on site is charged from arrival and stops when we finish.
• The callout fee applies once we attend, whatever we find. It covers attendance, diagnosis and the journey, all of which happen regardless of the outcome. In particular it applies where the fault turns out to lie with a third party — such as your internet provider, their line or their equipment, or your landlord or managing agent — and where the fault cannot be resolved on the night, for example because a part has to be ordered.
• You will not be charged for work we have not carried out. Where a fault cannot be resolved on the visit we will tell you what we found, what needs to happen next, and what it is likely to cost before any further work is agreed.
• Your cancellation rights. Where you have specifically requested a visit from us to carry out urgent repairs or maintenance, the 14‑day right to cancel in clause 6 does not apply to that emergency visit, under regulation 28(1)(e) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. It does still apply to any additional services we agree to carry out beyond the urgent repair, and to any goods other than the replacement parts necessarily used in making that repair.

Nothing in this clause affects your statutory rights, including our obligation to carry out the work with reasonable care and skill.

14. Fibre and external network connections

Some work involves cabling, ducting or equipment that runs outside the property, or that forms part of a network owned by someone other than you — for example an internet provider, Openreach or another network operator, a landlord, a freeholder or a managing agent. This clause explains how we handle that work.

• We do not own or control third‑party networks. The fibre or copper line into a property, the termination point and the operator's equipment (such as an ONT) generally remain the property of the network operator — not yours, and not ours. Operators normally do not permit that equipment to be moved, opened, re‑terminated or altered by anyone other than themselves.
• Work on apparatus that is not yours. Where work would involve altering, extending, re‑routing, splicing or re‑terminating apparatus belonging to a network operator, landlord or freeholder, the owner's permission should normally be obtained first. Where you have it, we will ask you to provide evidence of it before we start. We will tell you when work falls into this category before we begin.
• If you ask us to proceed without it. A damaged line can leave you without service for days, and you may prefer us to repair it rather than wait. If you ask us to go ahead on apparatus that is not yours, we will do so on the basis that it is your decision. You accept that the apparatus owner or your provider may treat the repair as unauthorised — and may charge you to inspect, re‑make or replace it, refuse to support or maintain the connection, or raise it with you under your agreement with them. Those are matters between you and them, whenever they arise.
• What we ask you to confirm. By instructing us to carry out work of this kind, you confirm that, so far as you are aware, you are entitled to have the work done and have obtained any permission needed from the property owner, landlord, freeholder or managing agent. We rely on that confirmation when we quote and when we attend.
• If permission turns out to be missing. If it becomes apparent, before or during the work, that a necessary permission has not been given, we will stop and discuss it with you. You may then ask us to continue on the basis set out above, or ask us to stop. We may charge for time and materials already used up to that point, and we will tell you before any further cost is incurred.
• We are not responsible for the decisions of a network operator or property owner — including a refusal to support, adopt or maintain a connection we have worked on, or a charge they raise. Where that happens we will explain what we did and help you resolve it, but we cannot control their position.

Nothing in this clause limits our own responsibility to carry out the work we do with reasonable care and skill, or affects your statutory rights.

Business customers only. Where you are contracting with us in the course of a business, and you have instructed us to carry out work on apparatus belonging to a third party on the basis of your confirmation that the necessary permission has been obtained, you agree to reimburse us for reasonable direct losses, claims and costs we incur as a result of that confirmation proving to be incorrect. This does not apply to the extent that the loss arises from our own negligence or breach of contract, and it does not apply to consumers.

15. Liability

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

Subject to the paragraph above, our total liability to you for any claim arising out of or in connection with our services is limited to the total amount you have paid, or are due to pay, us for the services under the contract giving rise to the claim.

If you are a consumer. Nothing in this clause affects your statutory rights, including your rights under the Consumer Rights Act 2015. We are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or of our failing to use reasonable care and skill. We are not responsible for loss or damage that was not foreseeable.

If you are a business customer. We are not liable for any indirect or consequential loss, or for loss of profits, loss of business, business interruption, loss of anticipated savings or loss of data, however arising. This paragraph does not apply to consumers.

16. Data and confidentiality

We treat your account, network and credential information as confidential. We will not access, copy or share any of your personal files or business data except as strictly necessary to perform the services and as set out in our Privacy Policy.

17. CCTV systems and data protection

CCTV footage of identifiable people is personal data, and the law places duties on whoever decides to operate the cameras. That is you, not us. This clause explains where the line sits.

• You decide what the cameras see. We will advise on camera positions, coverage and settings from a technical point of view, and we will raise anything that looks likely to cause a problem. The decision about what to record, why, and for how long is yours.
• We install and configure, then hand over. On completion the system and its logins are yours. We do not keep remote access to it, we do not monitor your cameras, and we do not store, review, export or retrieve your footage. Any access we have while installing, testing or commissioning is for that purpose only and ends at handover.
• If that ever changes. Remote support, remote access and monitoring are not part of our standard service. If you ever ask us to provide any of them, we would at that point be handling personal data on your behalf, and UK GDPR requires a separate written agreement covering it. We would put one in place with you before such an arrangement started.

Business customers. If you operate CCTV for a business, charity, landlord or other organisation, you are the data controller under UK GDPR and the Data Protection Act 2018. Those duties are yours and we cannot discharge them for you. They generally include having a lawful reason to record, displaying clear signage, registering with the Information Commissioner's Office and paying the annual data protection fee, keeping footage no longer than you need it, responding to requests from people who appear in it, and carrying out a data protection impact assessment where the monitoring is extensive. Failing to pay the data protection fee when required is a criminal offence. This registration is yours to hold for the system you operate — it is entirely separate from any registration we hold for our own business, which does not cover your cameras. We are happy to point you at the ICO's published guidance, but we do not provide legal advice on your obligations.

Home customers. If your cameras only cover your own property, data protection law generally does not apply to you. If they capture anything beyond your boundary — a neighbour's garden, a shared driveway, a pavement or a road — then it does, and you become responsible for complying with it. This applies to audio recording as well as video, and audio is treated as more intrusive than video. We will point it out if we think a proposed camera position raises this, but the choice and the responsibility are yours.

18. Photography and social media

From time to time we take photographs and short video clips of our work — for example a finished cabinet, a tidy cable run, an access point in situ, or an exterior shot of the property showing the installation — for use on our website, social media channels (including Instagram, Facebook, TikTok and YouTube), Google Business Profile, marketing materials and partner case studies. We own the copyright in the photographs and video we take.

Pictures of the work itself. For images of the installation and of the property, we rely on our legitimate interests in showing prospective customers the standard of our work — not on your consent. We are not asking you to agree to this as a condition of us doing the job, and telling us not to makes no difference to the service you receive or to what you pay.

Pictures featuring people. Where an image would show you, your family, your staff or anyone else in a way that makes them identifiable, we rely on your consent instead, and we will ask on the day. You are free to refuse, and refusing has no effect on the work we do for you.

• We will not publish anything that identifies your address. Door numbers, street signs, vehicle number plates, post and parcels, and any other personally identifying details visible in the frame will be cropped out or blurred before publication.
• We will not photograph or publish images of people (including children or pets) inside your home or business without your express consent on the day.
• We will not capture or share the contents of screens, paperwork, network credentials, SSIDs, passwords or any other confidential information visible at the site.
• Telling us not to. If you would prefer that no photographs are taken or used from your job, simply let us know — by email, WhatsApp, text or in person on the day — and we will honour that. You do not need to give a reason, and you can tell us before, during or after the visit. To change your mind later, email info@geekfix.uk and we will remove the relevant content from any channel under our control within a reasonable time, save for material already distributed by third parties beyond our reach.
• Our handling of any personal data captured in photographs is governed by UK GDPR and the Data Protection Act 2018 and is described further in our Privacy Policy.

19. Intellectual property

Any documentation we provide (network diagrams, configuration notes, labels) is licensed to you for use on the relevant site. We retain the intellectual property rights in any tooling, scripts or templates we develop in the course of our work.

20. Force majeure

We are not liable for failure or delay caused by events outside our reasonable control, including severe weather, supplier failure, acts of government, industrial action, internet or utility outages.

21. Complaints

We aim to resolve any complaint quickly and fairly. Please contact us at info@geekfix.uk with details. We will acknowledge your complaint within 3 working days and aim to give you a full response within 14 days. If we need longer, we will tell you why and when you can expect to hear from us.

If we cannot resolve it. When we send you our final response, we will confirm that in writing and set out our position. We are not a member of, and are not required to use, any alternative dispute resolution scheme. We will, however, consider in good faith any reasonable proposal you make to resolve the dispute through mediation or another form of dispute resolution, and we will tell you at that point about any option that is open to us.

Nothing in this clause affects your right to take the matter to court, or your legal rights as a consumer.

22. Governing law

These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction to settle any dispute arising out of or in connection with these Terms, except that if you live in Scotland or Northern Ireland you may bring proceedings in your local courts.

23. Changes to these Terms

We may update these Terms from time to time. The version applying to your contract is the one published on this page on the date you booked the work. Material changes will be communicated to ongoing customers in writing.