Last updated: March 2026
At Ultratec IT Solutions, we aim to provide high-quality IT support, computer servicing, repairs, upgrades, and related services. This policy explains your rights and our approach to refunds and cancellations. Nothing in this policy affects your statutory rights under UK law.
1. Services (Repairs, Diagnostics, Upgrades, Malware Removal, Software Rebuilds, Tuition, etc.)
Most of our work involves custom, non-repeatable services performed on your equipment.
Completed services: Once a service has been fully carried out and you have taken possession of your device/equipment, the service fee is generally non-refundable, except in cases where the service has not been delivered with reasonable care and skill (see section 4).
Pre-paid diagnostic or assessment fees: If we carry out diagnostics and you decide not to proceed with further repairs/upgrades, the diagnostic fee remains payable and is non-refundable, as this is a charge for professional time and expertise.
Deposits / advance payments: Any non-refundable deposit or advance payment will be clearly stated before you agree to the work. Deposits cover initial assessment time, parts ordering, or booking costs and are typically non-refundable unless we are unable to provide the service.
2. Physical Goods / Parts Supplied
If we supply and fit hardware parts (e.g., RAM, SSD, screen, battery) as part of a repair:
Faulty or incorrect parts: You are entitled to a repair, replacement, or refund under the Consumer Rights Act 2015 if the part is faulty, not of satisfactory quality, not fit for purpose, or not as described.
Change of mind: We do not offer refunds for change of mind on fitted or custom-ordered parts. Unopened, unused parts in original packaging may be eligible for return within 14 days of supply (subject to a restocking fee of up to 20% at our discretion).
Return shipping: You are responsible for the cost of returning goods unless they are faulty/incorrect.
3. Distance / Off-Premises Contracts (Online/Phone/Booked Services – 14-Day Cooling-Off Period)
If you book or purchase services remotely (online, phone, email) and you are a consumer (not a business):
You have the right to cancel within 14 days from the day you make the booking/agreement (the “cooling-off period”), provided the service has not already started with your express consent.
If you request that we begin work within the 14-day period (common for urgent repairs), you waive your right to cancel once the service has started, but you retain rights if the work is not carried out with reasonable care and skill.
To cancel, contact us in writing (email preferred) at help@ultratec-it.co.uk, clearly stating your intention to cancel and including your name, booking reference, and date of agreement,
If you cancel validly before work begins, we will refund all payments received within 14 days using your original payment method.
4. Your Statutory Rights (Faulty Services or Goods)
Under the Consumer Rights Act 2015:
Services must be performed with reasonable care and skill. If they are not, you are entitled to ask us to re-perform the service (where possible) or receive a price reduction/refund (partial or full, depending on the circumstances).
Goods/parts must be of satisfactory quality, fit for purpose, and as described. If not, you are entitled to repair, replacement, or refund (proportionate to the issue).
For digital content (if we ever supply any, e.g., custom software/scripts), similar rules apply.
These rights apply for a reasonable time (up to 6 years in some cases, though most issues appear much sooner).
5. How to Request a Refund or Return
Contact us as soon as possible at:
Email: help@ultratec-it.co.uk
Phone: 01707 682955
Provide your booking reference / invoice number, description of the issue, and any supporting evidence (e.g., photos of faulty parts).
We will respond promptly (usually within 3–5 working days) and aim to resolve issues fairly and quickly.
6. Exclusions
Refunds are not available in the following situations (beyond your statutory rights):
Change of mind after a service has been completed or work has started with your agreement.
Issues caused by misuse, accidental damage, viruses introduced after our work, or failure to follow our advice.
Consumables or custom-ordered parts that have been fitted/opened.
7. Contact Us
If you have any questions about this policy or a specific situation, please get in touch:
Ultratec IT Solutions
Email: help@ultratec-it.co.uk
Phone: 01707 682955
Website: www.ultratec-it.co.uk
We appreciate your custom and will always try to resolve matters to your satisfaction. We're here to help.