Last updated: 17 October 2026. These terms apply to the Remote Fix and PC Care Plan services provided by Axiom Atelier Ltd, registered in England & Wales, company number 17454858 ("we", "us"). Contact: ryan@axiomatelier.co.uk.
We provide remote software support for Windows PCs. A Remote Fix covers one PC for up to one hour. Extra time is charged at £20 per 30 minutes, and only if you agree before we carry on. The PC Care Plan covers the number of devices you choose and includes one scheduled maintenance session per device per month, priority booking (normally the next working day), 30 minutes of remote support per device per month (unused time doesn't carry over) and further Remote Fixes at £30. We can't fix physical hardware faults remotely.
We only connect during a session you've booked, using Microsoft Quick Assist or another reputable tool such as RustDesk or AnyDesk, and only after you give us a code or accept the connection yourself. You can watch the session and end it at any time. We don't install permanent or unattended access software, and the connection ends when the session ends. You confirm that you own the PC or have the owner's permission for us to work on it.
If we can't fix the specific problem you booked a Remote Fix for, we refund that session in full. This doesn't apply where the cause is a hardware fault, where the fix needs software or licences you choose not to buy, or where the session couldn't take place because you missed it without giving 4 hours' notice or didn't allow us to connect. Changing the problem during a session counts as a new job, which we'll agree with you first.
You're responsible for keeping up-to-date backups of your files before any session. We'll always ask before any step that could delete or change your data, such as resetting Windows. We may see personal data on your screen; we only access what's needed for the job, don't copy files unless you ask us to, don't keep your passwords, and keep brief session notes securely for up to 12 months (or longer for Care Plan records where accounting law requires). For business clients we act as your data processor while connected. See our privacy policy.
We only install genuine, properly licensed software. Any licences or subscriptions you need (for example Microsoft 365) are bought by you and remain yours.
Remote Fixes are paid when you book. Care Plans are billed monthly in advance through Stripe and roll on until you cancel by email; cancellation takes effect at the end of the month you've paid for. If you're a consumer you have 14 days to cancel a service bought online. By asking us to start within that period you agree to pay for any work already done; if you cancel before your session, we refund you in full.
We'll carry out the work with reasonable care and skill. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or anything else that can't legally be limited, and if you're a consumer your statutory rights are not affected. Otherwise, we're not responsible for loss of data where you didn't keep a backup, for faults caused by third-party software, hardware or services, or for indirect losses such as lost profits or business interruption. For business customers, our total liability for any claim is limited to the fees you paid us in the 12 months before the claim.
If you're unhappy, email ryan@axiomatelier.co.uk and we'll do our best to put it right within 14 days. These terms are governed by the law of England & Wales.