Who this policy applies to
This policy applies when an individual books First-Line IT services wholly or mainly for personal use through the website, email or telephone. Business clients are covered by the quotation, statement of work or service agreement accepted for their engagement.
Your 14-day cancellation right
For most Home IT service contracts made at a distance, you may cancel without giving a reason during the 14 days after the contract is made. To cancel, send a clear statement to faiz@first-lineit.co.uk. You may use the model cancellation wording below, but you do not have to.
If you ask us to start within 14 days
We will only begin during the cancellation period when you expressly ask us to do so. If you cancel after work has started, we may charge a proportionate amount for the service supplied up to the time you told us to stop. If the service is fully completed during the cancellation period, your statutory right to cancel ends only where you expressly requested the early start and acknowledged that consequence.
These rules do not remove your rights if the service was not carried out with reasonable care and skill.
Appointments and cancellations after the cooling-off period
Please give as much notice as reasonably possible if you need to cancel or move an appointment. We do not apply an automatic penalty. If a late cancellation causes a direct loss or leaves us with a non-recoverable third-party cost that you approved, we may retain or charge only a reasonable amount reflecting that actual loss. We will take reasonable steps to reduce the loss and explain any deduction. If no loss is incurred, no cancellation charge will be made.
If we cancel or cannot provide the service
If we have to cancel, we will offer a reasonable alternative appointment or refund payments for any service not supplied. If circumstances make the agreed work impossible and you are not at fault, we will not charge for work that has not been provided.
If the service is not carried out properly
We will provide services with reasonable care and skill. If an agreed service does not meet that standard, you can ask us to perform it again where that is possible. Repeat performance will be provided within a reasonable time, without significant inconvenience and without an additional charge. If that is impossible or cannot be done within a reasonable time, you may be entitled to an appropriate price reduction, which can be up to a full refund. Nothing in this policy limits your statutory rights.
Refunds
Where a refund is due after you exercise a statutory cancellation right, we will make it without undue delay and no later than 14 days after being told that you are cancelling. We will normally use the payment method you used, unless you agree to another method, and we will not charge a refund fee. Any lawful proportionate charge for work already supplied or reasonable deduction will be explained to you.
If you paid with Klarna, we will submit an approved refund through Stripe and Klarna. Klarna will update or cancel any remaining repayments and return amounts already collected in line with its terms. Provider processing time may apply after First-Line IT has issued the refund.
How to cancel
Email faiz@first-lineit.co.uk or write to First Line Academy Ltd, trading as First-Line IT, 1112A High Road, Romford, RM6 4AH. Include your name, contact details, booking or invoice reference and a clear statement that you wish to cancel.
Optional model wording: “I give notice that I cancel my contract for the following service: [service]. Ordered on: [date]. Name: [name]. Address: [address]. Date: [date].”
Complaints
If you are unhappy with how a cancellation, refund or service issue has been handled, email faiz@first-lineit.co.uk. We will acknowledge the complaint promptly, investigate it fairly and aim to provide a clear written response.