Terms of business

1. Who we are

FCOMS UK CIC is a Community Interest Company registered in England and Wales, company number 15086338. Registered office: Office 2, 2nd Floor, 309 High Street, West Bromwich, B70 8LX. Phone 0300 561 0600, email [email protected].

“We” and “us” means FCOMS UK CIC. “You” means the person or organisation booking the work.

2. Quotes and prices

• We give you a fixed price in writing (email is fine) before we start any work.
• A quote is valid for 30 days.
• If we find something that would change the price, we stop and ask you first. We won’t do extra paid work without your agreement.
• We’re not VAT registered, so no VAT is added to our prices.

3. Diagnostics

• A diagnostic costs £35. We check the fault and give you a fixed price for the repair.
• If you go ahead with the repair, the £35 comes off the repair price. If you decide not to go ahead, or we can’t repair it, the £35 is still payable, because it covers the time spent finding the fault.

4. Repairs and upgrades

Drop-off and collection. Drop-offs are by appointment only at our West Bromwich office. We also collect and return devices anywhere in the West Midlands. Collection is free in Sandwell. Elsewhere we charge a collection fee, which depends on distance and is agreed when you book.

Your data. Please back up anything important before you hand a device over, if you can. We take care with your files and only look at what we need to for the repair. Some repairs (a failed drive, or a reinstall of Windows) can mean data is lost, and we’ll warn you before doing anything that would erase it. If you need your files saved, ask about data recovery.

Passwords. We may need your login to test the device. Tell us only what we need, and change it afterwards if you’d like.

Parts. We fit new or quality-tested refurbished parts, and we tell you which before we fit them. Parts we replace are yours to keep if you ask. Otherwise we recycle them responsibly.

How long it takes. We’ll give you an estimate with the quote. Times depend on parts arriving, and we’ll keep you updated.

Uncollected devices. We’ll tell you when your device is ready. If it isn’t collected within 30 days, we’ll contact you again in writing. If it’s still not collected 90 days after that notice, we may sell, recycle or donate it after giving you the written notice the law requires (Torts (Interference with Goods) Act 1977), and we may keep enough of any sale price to cover what’s owed.

5. Our 30-day warranty

• This covers repairs, upgrades and custom builds. If the same fault comes back within 30 days, or a part we fitted fails, we’ll put it right at no extra cost.
• It covers the part we fitted and the work we did.
• It doesn’t cover new damage (drops, liquid, cracked screens), faults unrelated to our repair, or problems caused by software or changes made after the repair.
• To claim, call 0300 561 0600 or email us with your job details.
• The warranty is in addition to your statutory rights. As a consumer, you’re entitled to have the work done with reasonable care and skill, and if it isn’t, to have it put right or get some money back.
• Parts may also carry their maker’s warranty for longer, and we’ll help you claim on it.

6. Websites, apps and AI projects

What’s included. Your quote lists what we’ll build, how many pages or features, and what you need to give us (text, photos, logins). Work outside that list is a change request, and we’ll price it before doing it.

Payment. A 20% deposit books the work. The rest is paid in stages, with an invoice after each stage set out in your quote.

Your content. You’re responsible for having the right to use the text, photos and logos you give us. We’ll only use images we have the right to use.

Ownership. When you’ve paid in full, the website or app we built for you, its code, its content, your data and your domain name belong to you. If we use our own reusable components (for example a login system or a template we’ve built before), we keep ownership of those, and you get a permanent licence to use them in your project.

Hosting, domains and other services. If you host with us, we arrange the hosting, backups and security through trusted third-party providers. Some projects need other paid services, such as a domain name, email, a payment provider or an AI service. We’ll list any of those costs in the quote so there are no surprises.

Showing your project. We may show a finished project on our work page and in our marketing. Tell us if you’d rather we didn’t, and we won’t.

Cancelling (consumers only). If you’re a consumer and you agreed the work with us online, by phone or away from our office, you can cancel within 14 days without giving a reason. If you’ve asked us to start within those 14 days, you’ll pay for the work done up to the point you cancel.

7. Monthly plans (website care, hosting and IT support)

• Plans run month to month, with no minimum term.
• You can cancel with 30 days’ notice by email.
• “Unlimited remote help” on IT support plans means help with your normal day-to-day IT, within fair use. Projects (a new office set-up, a migration) are quoted separately.
• 24/7 support is included in the Premium IT support plan only. The Basic plan covers Monday to Friday, 9am–5pm. We don’t offer 24/7 support outside the Premium plan.
• If a monthly payment is missed, we’ll remind you. If it’s still unpaid after 14 days, we may pause the service until it’s paid.

8. Charity discount

Registered charities, CICs and other not-for-profit organisations get 15% off web and app projects. We may ask for your charity or company number. The discount doesn’t apply to repairs, upgrades or monthly plans.

9. Payment

• You can pay by bank transfer or card.
• Repairs and upgrades are paid for when you collect the device or when we return it.
• Other work is paid on invoice.
• Upgrade prices cover fitting. Parts are charged on top, at the price in your quote. Custom PC builds are priced as parts plus a build fee.
• Invoices are due within 14 days.
• For business customers, we may charge interest and compensation on late payment under the Late Payment of Commercial Debts (Interest) Act 1998.

10. Our responsibility to you

• We’ll do the work with reasonable care and skill.
• If we damage your device through our own fault, we’ll repair it or pay you a fair amount to put it right.
• We aren’t responsible for losses we couldn’t reasonably have foreseen, or for problems caused by events outside our control.
• Business customers: our total liability for any job is limited to the price paid for that job, and we aren’t liable for lost profits, lost business or lost data that should have been backed up.
• Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn’t allow us to limit.

11. Your information

We use your details to do the work you asked for and to stay in touch about it. See our privacy policy.

12. Complaints

If you’re not happy, tell us first so we can put it right: call 0300 561 0600 or email [email protected]. We’ll reply within 5 working days. If we can’t sort it out, Citizens Advice (0808 223 1133) can tell you about your options.

13. Law

These terms are governed by the law of England and Wales. If you’re a consumer living in Scotland or Northern Ireland, you can also bring a claim in your local courts.