Terms
These terms explain how support and services are provided by Milecastle Computer Services.
By using the service, you agree to the following terms.
Services
Milecastle Computer Services provides remote technical support, troubleshooting, guidance, setup assistance, and related technical services on a best-effort basis.
Support is provided using the information available at the time and based on what can reasonably be identified during a session.
While every effort is made to resolve problems wherever possible, some issues may be limited by factors outside of direct control, including system condition, software limitations, third-party services, hardware faults, or pre-existing problems.
No guarantee can be made that every issue will be fully resolved.
Existing & Underlying Issues
Some systems may already contain underlying faults, hidden issues, configuration problems, or reliability concerns that are not immediately visible.
In some situations:
- Existing issues may only become apparent during troubleshooting
- Resolving one problem may reveal another issue
- Some faults may develop or become noticeable over time
If this happens, the situation will be explained clearly and the available options discussed before continuing.
Customer Responsibility
You remain responsible for:
- Your own devices and systems
- Maintaining appropriate backups
- Decisions made based on advice or guidance provided
- Any actions taken following support sessions
While guidance and recommendations are provided carefully and in good faith, final decisions and responsibility remain with you.
Data & Privacy
Access to systems, devices, and information is limited to what is reasonably necessary to provide support.
Personal information and files are treated respectfully and privately at all times.
Basic records may be retained where necessary for:
- communication,
- administration,
- invoicing,
- and support history.
Further information can be found in the Privacy & Data Protection page.
Liability
To the extent permitted by law, Milecastle Computer Services cannot accept liability for:
- Data loss
- Hardware failure
- Software faults
- Third-party service issues
- Indirect or consequential losses
Support and guidance are provided in good faith, but technology systems can sometimes behave unpredictably or contain underlying faults outside of direct control.
Payments
Pricing and payment arrangements will be agreed before work begins, wherever possible.
Payment may be required before, during, or immediately after a session, depending on the type of service provided.
Changes to These Terms
These terms may occasionally be updated to reflect changes to services, working practices, or legal requirements.
The latest version published on the website will always apply.
Contact
If you have any questions about these terms or how support works, please feel free to get in touch.