top of page

Terms of Service

Version: 1.3
Effective Date: 29 August 2025
Last Reviewed: 29 August 2025
Next Review Due: 29 August 2026
Owner: Matthew Austerbury

 

Trading Name: Deskless IT (Sole trader: Matthew Austerbury)
Location: United Kingdom
Website: www.desklessit.com
Contact: desklessit@gmail.com

 

1. Overview

 

These Terms of Service (“Terms”) govern your use of IT support services provided by Deskless IT. By using our services, you agree to these Terms.

 

If you are a business client receiving a custom or signed service agreement (e.g., SMB Support), that agreement takes precedence where its terms differ from these Terms.​

 

2. Services Offered

​

Deskless IT provides remote-first IT support for individuals and businesses, including:

​

  • Subscription-based tech help (Personal Plans)

  • Business IT support (SMB Support Plans)

  • Ad-hoc or custom technical services (by agreement)

  • Remote troubleshooting, diagnostics, and security monitoring as part of contracted services

​

A full service breakdown is available on our website or by request.

 

3. Eligibility & Client Responsibilities

 

To use our services, you must:

​​​

  • Be 18+ or authorised to represent a business

  • Provide accurate information

  • Use the services for lawful purposes

  • Follow guidance provided during setup or support

 

You are responsible for maintaining secure access to your own systems and data unless Deskless IT is contracted to manage them.

 

Business clients must complete onboarding steps, including signing a Data Processing Agreement (DPA), before services involving personal data can begin.

​

4. Fees, Billing & Payment

​

  • Pricing is shown on our website or provided by quote

  • Subscriptions are billed in advance and renew monthly

  • Invoices are due within 14 days unless otherwise agreed

  • Deskless IT may pause services for unpaid invoices

  • Software licences, hardware, or third-party subscriptions are not included unless specified

  • For business clients under the SMB plan, separate payment and liability terms will be set out in the signed agreement

​

5. Service Availability

​

  • Standard support is provided Monday to Friday, 9:00am–5:00pm UK time

  • Response time is typically within 48 business hours

  • Emergency or out-of-hours support is available as an optional add-on (quoted separately)

​

​6. Data Protection & Privacy

​

Deskless IT complies with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

​

  • For individuals: Deskless IT is the data controller of your personal data.

  • For business clients: You are the data controller and Deskless IT acts as your data processor.

​

We:

​

  • Follow secure access and storage protocols

  • Use vetted tools and contractors under strict confidentiality agreements

  • Require a signed Data Processing Agreement (DPA) as part of onboarding for all business clients handling or sharing personal data — the DPA forms part of these Terms and takes precedence over any conflicting provisions regarding data handling

  • Notify you promptly of any data breach

​

Service delivery IP logging: As part of providing contracted services, we may maintain technical and security logs (which may include IP addresses) for troubleshooting, service integrity, and system security. These are retained only as long as necessary for operational, contractual, or legal purposes.

​

Website IP logging: IP addresses collected via website cookies or server logs are handled separately under our Cookie Policy and retained only as long as necessary for security monitoring, fraud prevention, and diagnostics.

​

See our Privacy Policy and Cookie Policy for full details on how your data is processed.

​

7. Use of Freelancers

​​

We may work with freelance IT specialists to help deliver your service. All work is:

​​

  • Supervised and quality-checked by Deskless IT

  • Covered by GDPR-compliant agreements

  • Delivered under our branding and instruction

​​

You will always deal directly with Deskless IT and its engaged freelancers working under our quality assurance framework.

​​

8. Limitations of Liability

​

To the extent permitted by law, Deskless IT is not liable for:

​

  • Failures or issues with third-party platforms or services

  • Data loss where backup was not included or was declined

  • Business interruption, lost revenue, or reputational damage

  • Indirect or consequential losses

​

For managed business clients, specific liability caps and exclusions apply under the Client Service Agreement.

​

9. Cancellation & Termination​

​

  • Individual (Personal) subscriptions can be cancelled at any time with 7 days’ notice before the next billing cycle

  • No refunds for unused periods unless agreed

  • Either party may terminate a business (SMB Support Plan) agreement with 30 days’ written notice

​

10. Changes to These Terms

​

​These Terms may be updated periodically. We will notify clients of significant changes via email or on our website.

​

Continued use of the services implies acceptance of updated terms.

​

11. Governing Law

​

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

​

12. Contact Us

​

​If you have questions about these Terms, your data, or your service:

​

📧 desklessit@gmail.com
🌐 www.desklessit.com

bottom of page