.RedPost FinalFix Solutions

IMPORTANT - PLEASE REVIEW CAREFULLY. By using RPM Solutions (UK) Limited', remote technical support and/or solutions you are subject to these Terms of Service.

Our Service is offered to you with the condition you accept, without modification, the terms and conditions set forth herein. RPM Solutions (UK) Limited may change the Terms of Service at any time without prior notice. You understand that by using the Service after a change becomes effective, you have agreed to it. By purchasing Service from RPM Solutions (UK) Limited, you are indicating your agreement to be bound by all of the terms and conditions set forth in this document.

1 Supplier Obligations

Customer Support 
The Supplier will provide remote assistance between 9:00am and 5:30pm on normal working days. Out of hours works can be arranged with prior agreement and would be quoted for on an ad-hoc basis.

a) Service Provision
The Supplier will provide The Customer with remote assistance, provided that The Customer meets its agreed obligations.

b) No Fix - No Fee
One of our technicians will spend up to 30 minutes remotely diagnosing the issue, if we are unable to diagnose the issue within the 30 minutes we will let you know and it will cost you nothing. For customers who have paid in advance*, if the issue cannot be resolved then your payment will be reimbursed.

c) Fair Time Policy
Where a visit is required either to a home user or a business location we operate a Fair Time Policy for the initial cost. What that means is that we will spend up to 1.5 hours on-site for the agreed price (£70 + VAT for business use or £60 incl VAT for home users). Should you require a technician to remain on site for longer than 2 hours each additional 30 minutes will be charged at £20 + VAT for business use and £20 incl VAT for home users.

* Home Users are required to pay in advance for remote assistance.

2 Customer Obligations 
a) The Customer will meet the agreed payment terms

b)The Customer shall have signed and returned a contractual agreement to The Supplier prior to the use of the services provided if requested by RPM Solutions (UK) Limited. This only applies to business users

3 Pricing

a) Prices stated in agreement are revisable annually on the anniversary of the agreement start date. All prices are exclusive of VAT unless otherwise stated.

b) Home Users will be required to pay online after diagnosis prior to remedy of the issue(s).

c) Business Users will be invoiced with 14 days payment terms for all ad-hoc works or where payments are not required by standing order.

d) Business Users who have remote assistance (option 2) will be required to set up a monthly standing order and should be set up no later than 5 working days from the first engagement. The offer of 5 issues & 5 how do I’s free of charge is not transferrable from one year to the next, if they are not used within the 12 month period they will expire.

e) Replacement or new hardware/components that may be required are not included in the costs. Where diagnosis shows it is necessary you will be informed of the problem and cost for all new hardware/components prior to any works being carried out.

f) Late payment of invoices may incur interest charges at a rate of 5% above Barclays Bank base rate at the discretion of RPM Solutions (UK) Limited.

4 Warranties and Indemnities

a) Unless otherwise stated in the agreement, neither party shall be liable for any incidental, indirect, special or consequential damages whatsoever (including, but not limited to, lost profits).  This applies even if the other party has been advised, knew or should have known of the possibility of such damages, in connection with a breach, default or service failure under this Agreement.

5 Duration and Termination

a) The Customer may prematurely cancel this Agreement by giving 30 days notice of termination to The Supplier.  In this case The Customer shall not be entitled to any refund of monies already paid.  In addition The Customer shall be liable to pay pro rata up to the end of the 30-day period unless having already done so.  All notices of termination must be made in writing.

b) In the event that The Supplier has provided Other Services such as development work and the Agreement is prematurely terminated by The Customer, The Customer will be liable to pay for all work completed.

c) The Supplier reserves the right to temporarily suspend the services provided or terminate this Agreement without notice if invoices remain unpaid for 14 days after the due date.