Clear expectations before work begins.

Version 2026.09 · effective 14/08/2026

Home support only

MrBearIT launches for home and personal customers. The first appointment is normally a home visit.

Charges and diagnosis

The normal home visit is £60 including local travel and up to the first hour. Additional time is £15 per 15 minutes. Reasonable diagnosis remains chargeable even if a customer declines a recommended part or further work.

Additional work

Any additional paid work or part must be approved before it is supplied. Customers may decline or source a part themselves without pressure-selling.

Data and backups

Customers should identify important data before work. Destructive actions require separate explanation and authorisation. Data recovery cannot be guaranteed.

Equipment records

Relevant equipment specifications and support-record photographs may be stored in BearOS. They are not used for upselling or marketing without separate agreement.

Remote follow-up

Remote support may be offered after an initial home visit where suitable, using appropriately licensed support software.

Payment

Ad-hoc invoices are normally paid by Stripe payment link. BearCare Direct Debits are processed through GoCardless.

Changes to these terms

Material changes are notified in advance. Where a material change disadvantages an existing subscriber, the customer will be given a genuine opportunity to leave without an early-termination charge rather than being forced to accept the change. Charges already properly incurred remain payable.

Travel pricing

The standard £60 home visit includes the first 10 road miles each way from the normal Newport / NP10 service base. Beyond that local zone, excess travel is charged at £1 per additional road mile on the excess return distance, subject to a £5 minimum where an excess charge applies. Journeys over 25 road miles or about 45 minutes each way are quoted individually. Unavoidable parking, toll or similar site-access costs are only charged where disclosed and agreed before the visit.