Last updated: 25 July 2026
1. About these terms
These terms apply to products and services supplied by Yes Computers Ltd, a company registered in England and Wales under company number 04641262. Our registered trading address is 156 Hagley Road, Oldswinford, Stourbridge, DY8 2JL.
They should be read with any quotation, order confirmation, service description, support agreement or project document we provide. If there is a conflict, the document agreed specifically for that order takes precedence. Nothing in these terms limits rights that cannot lawfully be excluded, including a consumer’s statutory rights.
2. Quotations and contracts
Website content and initial discussions are for general information and do not constitute a binding offer. A contract is formed when we accept an order, confirm that work will proceed, begin work at your request or supply the relevant product or service.
Estimates are based on the information available at the time. If further faults, requirements or costs become apparent, we will explain the material change and seek approval before undertaking additional chargeable work. Quotations remain valid for the period stated on them and may be revised if supplier prices, taxes, exchange rates or the agreed scope change.
Website tools. The password generator and breach checker are provided as general security aids. A password not found in known breach data is not guaranteed to be secure, and results may be unavailable or incomplete because they depend on third-party services. You remain responsible for using a unique password, keeping it confidential and applying appropriate account protection, such as multi-factor authentication.
3. Prices and payment
Prices will be confirmed before supply or set out in the relevant quotation, rate card or service agreement. We will state whether VAT is included or payable in addition. Diagnostic, call-out, priority, collection, delivery, storage and third-party charges may apply where disclosed in advance.
Payment is due at the time stated on the invoice or order confirmation. We may require a deposit or payment in advance for products, licences, special-order items or project work. For business customers, overdue sums may attract interest and recovery costs where permitted by law. We may suspend further work or services while undisputed overdue amounts remain unpaid, after giving reasonable notice where appropriate.
4. Products, software and licences
New and refurbished products will be described as accurately as reasonably possible. Refurbished equipment may show signs of previous use consistent with its description. Product images are illustrative and minor variations may occur.
Software, cloud services and licences are also governed by the relevant publisher’s or provider’s terms. Unless expressly stated otherwise, a software licence gives a right to use the software and does not transfer ownership of it. Subscription prices, features and availability may be changed by the provider.
Goods supplied to consumers must be of satisfactory quality, fit for a purpose made known to us where reasonably relied upon, and as described. Services supplied to consumers must be performed with reasonable care and skill. Your statutory remedies remain unaffected.
Delivery or collection arrangements will be agreed for the order. For consumers, responsibility for goods normally passes when you or a person identified by you takes physical possession. Ownership passes once we have received payment in full. Any manufacturer’s warranty or additional guarantee is provided in addition to, and does not replace, statutory rights.
5. Diagnostics, repairs and maintenance
Our initial diagnosis may change once equipment is opened, tested or observed under load. We will take reasonable care of equipment left with us, but pre-existing faults, age, wear, corrosion, liquid damage, unsupported software and previous repair attempts may limit what can safely or economically be achieved.
A repair does not guarantee that an unrelated component will not subsequently fail. Replacement parts may be new, refurbished or equivalent-compatible as agreed. Removed parts may be disposed of responsibly unless you ask for their return before the work begins, where return is safe and lawful.
We may decline or stop work that is unsafe, unlawful, technically impractical, outside our expertise or no longer economically proportionate. If that happens, charges may still apply for authorised diagnosis, work already completed and non-returnable items ordered specifically for you.
If you believe our workmanship does not meet the agreed description or the required standard of reasonable care and skill, tell us promptly and allow us a reasonable opportunity to inspect and, where the law permits, repeat or correct the service. Any stated workmanship guarantee is additional to your statutory rights.
6. Data, backups and recovery
You remain responsible for maintaining an adequate, current backup of important data before work begins. If you cannot create a backup, tell us before handing over a device or starting a remote session so that we can discuss available options.
We use reasonable care when handling devices and data, but data recovery, malware removal, storage repair and work on failing equipment are inherently uncertain. We do not guarantee that every file can be recovered, that recovered files will be complete or usable, or that an existing fault will not worsen during reasonable diagnostic or recovery attempts.
Where recovery is requested for an estate, the person instructing us must have lawful authority to provide the equipment and receive the recovered information. We may require evidence of identity and authority before work begins or information is released. Access and recovery can be affected by device condition, encryption, available credentials and account-provider rules.
We will only access files reasonably necessary to perform the requested work. Recovered data and working copies are retained only as reasonably necessary for the service, collection and any agreed follow-up, then securely deleted in accordance with our retention practices unless law requires otherwise.
7. Remote support
By starting the remote-support software and providing the unique session code to a Yes Computers Ltd engineer, you confirm that you are authorised to grant access to the computer and consent to that engineer viewing and controlling the screen for the agreed troubleshooting or support work.
Remote access only begins when the support software is running and you supply the current session code. You must remain present and available, and you can ask us to pause or end access at any time. Closing the application ends the active connection; a later session requires a new code provided by you.
Wherever possible, you should type passwords yourself rather than reading or sending them to us. Close private documents and applications that are not relevant to the requested work. We will never ask for online-banking credentials, ask you to move money or request full payment-card details during a remote session.
Personal information seen during the session will only be used as reasonably necessary to provide support, maintain appropriate records and meet legal obligations. Temporary support tools or files will be removed when the work is complete where reasonably practicable. Limited technical and administrative records, including session times, device information, engineer notes and billing information, may be retained for security, support history and accounting.
Please save open work and maintain a current backup of important data before the session. If you do not have a backup or cannot create one, tell the engineer before work begins. Software changes, malware removal and work on unstable systems can involve unavoidable technical risk.
Remote support is charged at the standard or priority rate confirmed before the session, or under your existing service agreement. If the likely scope or charge changes materially, we will explain this and seek approval before continuing with additional chargeable work.
We will perform remote support with reasonable care and skill. The liability provisions apply, and nothing in these terms excludes liability that cannot lawfully be excluded or affects a consumer’s statutory rights.
Only start a session when you are speaking with a known Yes Computers Ltd engineer. If you suspect malicious activity, end the call, turn the computer off and contact us directly on 0330 229 3558. Practical instructions are available on our Remote support page.
8. Managed IT, cybersecurity and ongoing support
The systems, users, devices, response targets and included activities are limited to those identified in the relevant service agreement. Work outside that scope may be quoted or charged separately. Unless expressly agreed, response targets are service objectives rather than guaranteed resolution times.
Yes Guardian is our managed cybersecurity service. It is designed to reduce risk through the protection, monitoring and response activities included in the relevant service agreement, but it does not guarantee that every threat will be prevented, detected or remediated, or that every incident can be recovered from. Coverage is limited to enrolled devices, users and agreed features, and depends on supported systems remaining connected, updated and configured as required.
You remain responsible for following reasonable security guidance, maintaining appropriate insurance and business-continuity arrangements, promptly reporting suspected incidents and ensuring that users do not bypass agreed controls.
Third-party platforms, connectivity and cloud services may be unavailable or changed outside our control. We will provide reasonable assistance within the agreed scope but cannot guarantee the uninterrupted operation of third-party services.
9. Specialist and third-party systems
For healthcare, education, automotive, payment, booking and other specialist environments, our service covers the computers, networks, connectivity, security controls, accounts and access arrangements identified in the agreement. Unless expressly agreed, we do not develop, maintain or certify the specialist application or regulated service itself.
We may implement supporting technical controls, prepare an organisation for assessment and coordinate with its authorised software provider, assessor or professional adviser. Certification, validation, legal or regulatory interpretation, and decisions reserved for an authorised body remain the responsibility of that body and the customer. This includes Cyber Essentials certification, PCI DSS validation and decisions concerning clinical, safeguarding, MOT-testing or payment applications.
10. Websites, projects and change work
Project scope, assumptions, deliverables, dependencies, acceptance arrangements and charges will be set out in the relevant proposal or quotation. You must supply required content, decisions, access and approvals within a reasonable time. Delays or changes caused by missing information, changed requirements or third parties may affect timescales and cost.
Unless agreed otherwise, pre-existing tools, reusable methods, themes, software and third-party materials remain owned by their existing owners. Once all agreed charges are paid, you may use the completed bespoke deliverables for the purpose set out in the project agreement, subject to any third-party licence terms.
11. Your responsibilities
You confirm that you own the equipment or account concerned, or have authority to instruct us and grant the necessary access. You must provide accurate information, disclose relevant faults or security concerns, keep suitable backups, retain licence details and cooperate with reasonable instructions.
You must not ask us to access, copy, alter or recover material unlawfully or without authority. We may require evidence of ownership or authority and may report matters where required by law.
12. Timescales and events outside our control
We will use reasonable efforts to meet agreed timescales. Dates may depend on diagnostics, parts, suppliers, customer approvals, third-party services and the condition of equipment. We will inform you of a material delay and agree a reasonable next step where possible.
We are not responsible for delay or failure caused by circumstances outside our reasonable control, but this does not affect any consumer rights relating to performance within an agreed or reasonable time.
13. Consumer cancellation rights
If you are a consumer and enter into a contract online, by telephone or away from our business premises, you may have a legal right to cancel within 14 days without giving a reason. We will provide the information and cancellation instructions required for the particular transaction where that right applies.
If you expressly ask us to begin a service during the cancellation period and then cancel before it is complete, you may have to pay a proportionate amount for work supplied up to cancellation. If the service is completed in full after your express request and acknowledgement, the cancellation right may be lost. Exceptions can also apply, including to bespoke or personalised goods and certain opened or activated digital products.
There is no automatic cooling-off right merely because goods or services were purchased at our shop, although statutory rights still apply where goods are faulty or services do not conform to the contract. Any goodwill return is subject to the conditions agreed at the time.
14. Collection and uncollected equipment
We will tell you when equipment is ready for collection. You should collect it within the period stated in our notification. If equipment remains uncollected, we may charge reasonable storage costs after giving notice. If it remains uncollected for an extended period, we may give written notice of our intention to sell or dispose of it in accordance with applicable law and account for any balance where required.
15. Liability
We are responsible for loss or damage that is a reasonably foreseeable result of our breach of contract or failure to use reasonable care and skill.
We are not responsible for pre-existing faults, unavoidable deterioration during properly conducted work, losses caused by inaccurate information or instructions, a failure to follow reasonable advice, or circumstances outside our reasonable control.
For business customers, we are not liable for indirect or consequential loss, or for loss of profit, revenue, anticipated savings, opportunity or goodwill, except where the law does not permit that exclusion. Any additional limitation or service-specific allocation of risk will be stated in the relevant business agreement and must be reasonable.
Nothing in these terms excludes or limits any liability that cannot lawfully be excluded or limited. This includes liability for fraud or fraudulent misrepresentation and, where applicable, death or personal injury caused by negligence. A consumer’s statutory rights are not affected.
16. Privacy and confidentiality
We handle personal information as described in our Privacy & Cookies notice. Each party will take reasonable care of confidential information received from the other and will use it only for the agreed work, except where disclosure is authorised or required by law.
17. Ending ongoing services
Notice periods and minimum terms for ongoing services will be set out in the relevant agreement. Either party may end an agreement for a serious breach that is not remedied within a reasonable stated period, or immediately where continuing would be unlawful or present a material security risk. Accrued charges, return of property, data handling and provisions intended to survive termination remain effective.
18. General contract provisions
If any provision is found to be unlawful or unenforceable, the remaining provisions continue to apply. A delay in enforcing a right does not waive that right. No person other than the parties has a right to enforce the contract unless the applicable order expressly says otherwise.
You may only transfer your rights or obligations with our written agreement. We may transfer the contract as part of a business reorganisation or to a suitable service provider, provided this does not reduce a consumer’s rights or materially disadvantage the customer.
19. Complaints, changes and governing law
If you are dissatisfied, please contact us promptly so that we can investigate and try to resolve the matter. You can email info@yescomputers.ltd, call 0330 229 3558 or write to our address above.
If a consumer complaint cannot be resolved directly, you may seek independent guidance from Citizens Advice or consider an appropriate alternative dispute-resolution process. Where we are required by law or contract to participate in a particular scheme, we will provide the relevant details with our final response.
We may update these terms for future orders. The version supplied or available when a contract is formed will apply to that contract unless a change is agreed or required by law. These terms are governed by the laws of England and Wales. Consumers retain any mandatory right to bring proceedings in the part of the United Kingdom in which they live.