Remote Support Terms and Conditions

Last Updated on February 6th, 2024

Black Nova Designs Limited Terms & Conditions

By allowing us to access your device, you agree with the below terms and conditions as set out.

Remote Support Terms and Conditions

You, our client, agree to pay Black Nova Designs Limited to repair, analyse and troubleshoot your computer software at the current remote access price detailed by our technicians.


Billing starts at the time of the appointment and missed appointment fees are a set £60 plus VAT unless agreed otherwise. Cancellations are £60 plus VAT if not cancelled within 4 hours of the start of the appointment. There are no fee’s to pay if you are part of our MSP program.

Time and Billing

Our minimum remote session cost consists of 1 hour to resolve the problems which have been highlighted. This cannot be split into multiple sessions, (for example, 4 x 15 minute sessions on multiple days).


You, the client, certify that you will indemnify and hold harmless Black Nova Designs Limited, for any and all data or software that may be lost or erased, as well as for any consequence of the erasure or loss of that data or software. Although Black Nova Designs Limited will take every precaution to preserve all data and software on the computer, you acknowledge that occasionally data loss will occur and/or software operation may be compromised.

During a remote support call, if Black Nova Designs Limited determines it’s necessary, the data is always backed up to the clients computer or external hard drive. We do not back up the data on Black Nova Designs Limited servers.

Technical Malfunctions

You agree to indemnify and hold harmless Black Nova Designs Limited for any and all hardware or software malfunctions or accidents that may occur before, during or after work is performed on your device, and for any results thereof.

Confidentiality Agreement

Any private information stored on your computer or viewed by our computer repair technicians during a remote support call will be held confidential unless required by law. As an example of this, If, during our remote session on your device we are made aware of any activity that would be deemed to breach local laws, we will have no option but to report this to the authorities.

Any private or personal information provided via email to Black Nova Designs Limited will be kept confidential.

Your information is never sold or shared to outside companies.