Who we are
First-Line IT is a trading name of First Line Academy Ltd, a company registered in England and Wales under company number 15963751. Our VAT registration number is 482 3972 60 and our registered office is 1112A High Road, Romford, RM6 4AH.
Website information
Website content and Fin’s basic troubleshooting guidance are provided for general information. They are not a substitute for a full technical assessment, and outcomes can vary depending on the device, configuration and underlying issue.
Support requests and estimates
Submitting a request does not commit you to paid work and does not by itself create a service contract. We will review the information, explain the recommended next step and confirm the likely price or quotation before paid work begins. “From” prices are guides for the stated starting scope.
Prices, VAT and payment
Home-user prices displayed on this website include VAT. Business-only prices and quotations exclude VAT unless stated, and VAT is charged at the standard 20% rate. The full amount payable will be confirmed before paid work begins. Where advance payment is required, we will send a private Stripe payment link for the agreed request. Card details are entered directly into Stripe's secure checkout and are not collected or stored by First-Line IT through this website.
Klarna may be available as a payment method for eligible Home IT support purchases at Stripe checkout. Klarna decides whether to offer credit and is responsible for the credit agreement and collecting repayments. First-Line IT does not make credit decisions, collect instalments or charge a higher service price for choosing Klarna. Klarna is not offered for business-to-business work.
Consumer cancellations and refunds
If you are booking Home IT support as a consumer by website, email or telephone, you will usually have a legal right to cancel the service contract within 14 days after it is made. If you expressly ask us to begin during that period and then cancel, you may need to pay a proportionate amount for work supplied before your cancellation. Your right to cancel can end once the service has been fully performed, but only where the legal requirements for an early start have been met.
Our full Cancellation and Refund Policy explains how to cancel, refund timing, appointments and your rights when a service has not been provided with reasonable care and skill. Nothing in these terms limits your statutory consumer rights.
Your responsibilities
- Provide accurate information about the issue and equipment.
- Keep a current backup of important data where reasonably possible.
- Ensure you are authorised to request work on the device, account or system.
- Do not share passwords or verification codes through the website form.
- Follow safety, security and licensing instructions given during support.
Remote and on-site work
Remote access will only take place with your permission through an arranged, attended Zoho Assist session. You may be asked to download Zoho's temporary customer application and approve the connection, and you can end the session at any time. First-Line IT will not ask you to disclose a password, MFA code or payment-card information during a session. Unless separately agreed in writing, no unattended access is installed. Local visits depend on availability and service area. Parts, licences, third-party services, extra travel and work outside the agreed scope will be identified and approved separately where applicable.
Academy materials
Academy scenarios and feedback are educational materials designed to develop practical skills. They do not guarantee employment, certification results or a particular career outcome. Unless stated otherwise, content may be used for personal learning but may not be resold, republished or presented as your own.
Liability
We will provide agreed services with reasonable care and skill. Nothing in these terms excludes or restricts liability that cannot legally be excluded, or your right to ask us to put poor service right. Where we are not at fault, we are not responsible for loss caused solely by inaccurate information, pre-existing faults, unsupported systems, third-party services or actions taken outside the agreed guidance. Any service-specific limits will be brought to your attention before work begins and must be fair and reasonable.
External links and changes
Links to social platforms and other websites are provided for convenience; those services have their own terms and privacy practices. We may update this website and these terms as the business develops.
Governing law and complaints
These terms are governed by the laws of England and Wales. Consumers retain any mandatory legal protections and rights to use the courts available to them under applicable law. If you have a complaint, email faiz@first-lineit.co.uk. We will acknowledge it promptly, investigate it fairly and aim to provide a clear written response.