FAQs
Everything you need to know about my services, pricing and support.
Choosing the right support
Not sure which type of support is right for you? This section explains the different ways I can help and helps you choose the option that best suits your needs.
I offer three main ways to help:
On-site support – I visit your home or workplace and work on the problem with you.
Remote support – I connect securely to your computer over the internet and help without needing to visit.
Collect & Return support – I collect your computer, carry out the work away from your home and return it when it is ready.
The most suitable option depends on the problem, your location and whether the computer can still connect to the internet.
Don't worry if you're unsure. Simply tell me what's happening and I'll recommend the best option. In many cases I can tell within a couple of minutes whether an on-site visit, remote support or Collect & Return will be the quickest and most cost-effective solution.
Yes. I support home users and small businesses across Sheffield, Dronfield, Chesterfield, Hope Valley, Bakewell and many nearby towns and villages.
I help with Windows PCs, Apple Macs, laptops, desktop computers, printers, email, broadband, Wi-Fi, tablets, smartphones, smart televisions and many other everyday technology problems.
I can also help with setting up new equipment, transferring data, installing software, improving security and showing you how to use your technology more confidently.
I do not generally undertake intricate component-level repairs such as replacing laptop screens, motherboards, processors or soldered components.
I can still assess the problem, explain the available options and help you decide whether repair or replacement would be more sensible.
Booking and availability
Find out how to book an appointment, where I work, my opening hours and what to expect when arranging support.
On-site appointments can be booked directly through my website, where you can see the available dates and receive immediate confirmation.
For remote support or Collect & Return, please contact me by telephone, WhatsApp or email so that I can discuss the problem and arrange a suitable time.
Yes. I work by appointment and availability can fill up, particularly during busy periods. Booking ahead gives you the best choice of dates and times.
My normal working hours are Monday to Friday, from 9am until 5pm, excluding bank holidays.
I do not normally offer evening or weekend appointments.
I provide on-site and Collect & Return support across Sheffield, Dronfield, Chesterfield, Hope Valley, Bakewell and many nearby towns and villages.
Please ask if you are outside my normal service area. I may still be able to help, although an additional travel charge may apply. This would always be agreed with you beforehand.
Remote support is available throughout the UK, provided the computer has a suitable internet connection.
This depends on my availability and the type of support required. The online booking page shows the next available at-home appointments.
Remote sessions and collections are arranged directly, and I will always give you the earliest suitable option I can.
Yes. A relative, friend or colleague can contact me and make the arrangements.
For an on-site visit, someone aged 18 or over must be present throughout the appointment.
If you need to cancel or rearrange your appointment, please let me know as soon as possible.
Appointments cancelled by 5pm on the previous working day can usually be rearranged or cancelled without charge.
If you cancel on the day of your appointment, or are unavailable when I arrive, I reserve the right to charge up to the minimum appointment charge to cover the time that has been set aside.
I understand that genuine emergencies can happen, and any cancellation charge will always be applied fairly and at my discretion.
Please make sure that someone aged 18 or over is at the property during the agreed appointment time.
If nobody is available when I arrive, or I am unable to gain access to the property, I may be unable to complete the appointment. In these circumstances, I reserve the right to charge up to the minimum appointment charge to cover the time that has been reserved.
Prices and payment
Everything you need to know about my hourly rates, minimum charges, estimates, payment methods and invoicing.
My standard rate is £65 per hour.
On-site support and Collect & Return work have a minimum charge of one hour. After the first hour, additional time is charged proportionately in 15-minute blocks.
Remote support has a minimum charge of 30 minutes. After that, time is charged proportionately in 15-minute blocks.
Not normally. On-site appointments within my usual service area are charged at my standard hourly rate without a separate callout fee.
An additional charge may apply if you are outside my normal service area, but this will always be discussed and agreed before the appointment.
Collection and return within my normal service area do not usually carry a separate charge.
If you live farther away or a special journey is required, I will explain and agree any additional cost with you before making arrangements.
Every appointment requires time to understand the problem, prepare for the work, complete any necessary administration and reserve space in my diary.
Minimum charges allow me to provide proper, unhurried support, including for jobs that are completed quickly.
No. My hourly rate covers labour.
Any replacement parts, computers, accessories or software licences will be priced separately. I will explain the cost and obtain your agreement before supplying anything.
Yes. I am happy to provide an initial estimate based on the information available.
Technology problems are not always predictable, and additional issues can sometimes emerge once work begins. I will keep you informed if the likely time or cost changes and will not supply chargeable parts or software without your agreement.
Payment is normally due when the work has been completed, unless another arrangement has been agreed.
Approved business clients may be offered a 14-day account.
I accept debit and credit cards, including Visa, Mastercard and American Express. You can also pay using Apple Pay, Google Pay, Samsung Pay or bank transfer.
I do not accept cheques.
Yes. I will email you an itemised invoice showing the work completed and any products or software supplied. Once paid, it also acts as your receipt.
Restart is not VAT registered, so VAT is not added to the invoice.
On-site support
Learn what happens during an on-site visit, how to prepare for your appointment and what to expect while I'm working with you.
Please plan to be at home for your entire appointment slot, as I may arrive at any point during that time. Once I arrive, I'll need enough time to carry out the work, so it's best not to arrange appointments or commitments immediately afterwards.
As a guide, please allow up to 90 minutes after the end of your appointment slot for a standard appointment, or up to three hours if you've booked an extended appointment.
This gives me plenty of time to complete the work properly without either of us feeling rushed.
I will visit at the agreed time, discuss the problem with you and work through it in your home or workplace.
Where possible, I will explain what I am doing in clear language and make sure you understand the outcome before I leave.
Please make sure the equipment is accessible and that there is a safe, reasonably clear space in which to work.
It also helps to have relevant passwords available, such as your computer login, Wi-Fi password, email password or Apple or Microsoft account details. Please do not send passwords to me in advance unless we have specifically agreed a secure way to do so.
Someone aged 18 or over must remain at the property throughout the visit.
It is also helpful for the person experiencing the problem to be available, particularly if I need to ask questions or demonstrate how something works.
Yes. I can visit home offices and small-business premises within my service area.
Yes. I can unpack and configure the computer, install updates and software, transfer your files, set up email, connect printers and make the system ready for you to use.
I can also provide guidance on buying a suitable replacement computer.
Yes. Tuition and advice can form part of an on-site appointment.
I can help with email, printing, scanning, online safety, video calls, file organisation, Microsoft Word, online services and many other everyday tasks. Sessions are relaxed and tailored to your pace.
Some problems require lengthy testing, large downloads or work that is better completed away from your home.
Where appropriate, I may suggest taking the computer away and continuing the job through my Collect & Return service. I will explain the reasons and discuss any likely additional time or cost before proceeding.
Remote support
Discover how remote support works, what's required to get started, and the types of problems that can often be resolved without a visit.
Remote support allows me to connect securely to your Windows PC or Apple Mac over the internet.
You can see what I am doing on the screen while I diagnose the problem, change settings or guide you through a task. It can often resolve an issue without the delay or inconvenience of arranging a visit.
You will need:
A working computer
A reliable internet connection
The ability to open my website and download the remote-support application
A telephone nearby so that we can speak during the session if necessary
I will guide you through the connection process.
Remote support is particularly useful for:
Email problems
Software errors
Computer settings
Slow performance
Updates
Printer software
Browser problems
Security checks
Backups
General advice and tuition
It is not suitable when the computer will not start, the internet is not working or physical equipment needs to be installed or inspected.
Yes. I use trusted remote-support software and can connect only after you provide the required permission or session details.
You can see the work being carried out and can end the connection at any time.
A normal remote session ends when the software is closed or the connection is disconnected.
I cannot simply reconnect whenever I choose. A future session would need to be started or authorised again.
During a remote session, I can see the same screen that you can see.
I will only access files, settings or accounts that are relevant to the work and will explain when I need to open anything potentially sensitive.
Even a short remote job requires dedicated diary time, preparation and the use of secure, professionally licensed connection software.
The minimum charge allows me to give each session the same care and attention as an at-home appointment without rushing the work.
I will explain why remote support is unsuitable and recommend the best next step.
Depending on the issue and your location, this may be an on-site appointment, Collect & Return support or advice about replacing or repairing the equipment.
Collect & Return support
Find out how my Collect & Return service works, which jobs it's best suited to and what happens while your computer is in my care.
I collect your computer from your home or workplace, carry out the agreed work and return it once everything is complete.
It is particularly useful when a job needs extended testing or would take too long to complete conveniently during an on-site visit.
It is often the best choice for:
Computer health checks
Windows reinstalls
Data transfers
Hard-drive or SSD upgrades
Malware removal
Difficult startup problems
Data recovery
Lengthy updates
Testing intermittent faults
Preparing a new computer
I will advise whether it is suitable after discussing the problem with you.
Timescales vary depending on the problem, the availability of parts and the amount of testing required.
I will give you an indication when the computer is collected and keep you informed if anything changes. I never want you to be left wondering what is happening.
For a laptop, I will normally need its mains charger.
For a desktop computer, I will tell you whether I need the power cable or any accessories. Monitors, keyboards, mice and printers can usually remain with you unless they are directly connected to the problem.
Please provide any passwords needed to test the computer. These will be handled carefully and used only for the agreed work.
You should always have a current backup of important files where possible.
I appreciate that this is not always possible, particularly if the computer will not start. Please tell me if there is anything especially important on the device so that I can take appropriate care and discuss any risks with you.
Yes. I take the security of your equipment and personal information seriously.
I will only access the files and accounts reasonably necessary to diagnose the problem, complete the agreed work or confirm that the computer is functioning correctly.
Restart is fully insured for the work I undertake and the equipment placed in my care.
Yes. If I discover that extra work, replacement parts or paid software are required, I will contact you before proceeding.
You remain in control of what is authorised and how much you wish to spend.
You are not obliged to approve a repair or replacement part.
However, you may still be charged for time already spent diagnosing the problem, testing the equipment or attempting the agreed work. I will explain any charge clearly.
Yes. Please mention this when arranging the collection so that I know what equipment is involved and can plan accordingly.
I will contact you when the work is complete and agree a suitable time to bring the equipment back.
Where appropriate, I will reconnect it, check that it starts correctly and briefly explain the work carried out.
Repairs, data and next steps
Read about repairs, data protection, replacement parts and what happens if a problem turns out to be more complicated than expected.
Yes. Clear communication is an important part of the service.
I will contact you if the diagnosis changes, if extra costs arise, if I need further information or if the work is likely to take longer than expected.
I will explain what I have found and why the repair is not possible or may not be economically worthwhile.
Where possible, I will suggest practical alternatives, such as replacing the computer, recovering the data or transferring your files to another device.
You may still be charged for reasonable time spent investigating and diagnosing the problem, even when a successful repair is not possible.
Yes. I can supply trusted computer equipment, accessories and properly licensed software where required.
Any additional cost will be explained and agreed before an order or installation is made.
I will always take reasonable care to protect your files, but no repair or data-transfer process can be guaranteed to be entirely risk-free.
Where there is a significant risk to your data, I will explain it and discuss backup or recovery options before proceeding.
In some circumstances, yes. The likelihood of recovery depends on what has happened to the device and whether the storage has been damaged or overwritten.
Stop using the device as soon as possible if important files have disappeared, as continued use can reduce the chance of a successful recovery.
No responsible technology professional can guarantee that every fault will be repairable.
I can promise to assess the situation honestly, explain the available choices and avoid recommending unnecessary work on equipment that is no longer worth repairing.