OPTIMA COMPUTER CENTRE LIMITED
Residential IT Support Packages
Terms and Conditions
Applies to the Secure Monitoring, Active Protect and Gold packages
Version 3.0 | Dated 11 August 2026 | Replaces all previous versions
Summary of the key points
This summary is not part of the contract, but it tells you the things most people want to know. The full terms are set out below.
- Your plan runs for a minimum of 12 months.
- At the end of each 12-month period it renews automatically for another 12 months, unless you cancel.
- We will email you at least 30 days before every renewal date to remind you, and to tell you the price for the year ahead.
- You can cancel at any time before your renewal date. There is no minimum notice period. Your plan then ends on the renewal date.
- You have 14 days after you sign up to change your mind and cancel.
- Payment is by Direct Debit only.
1. Who we are and how to contact us
1.1 We are Optima Computer Centre Limited, a company registered in England and Wales, with our registered office and store at 15 Sussex Ring, London N12 7HX. In these terms we are called "Optima", "we" or "us". "You" means the person who buys the package.
1.2 You can contact us by telephone on 020 8445 6700, by email at helpdesk@optimacomputers.co.uk, through the customer portal, or by post at the address above.
1.3 If we need to contact you, we will telephone you or email you using the details you gave us when you signed up. Please keep your email address up to date and tell us if it changes. We use it to send renewal reminders and other important notices, and we are not responsible if you do not receive a notice because the address we hold for you is out of date.
2. These terms
2.1 These terms apply to our residential IT support packages: Secure Monitoring, Active Protect and Gold. They do not apply to our business support agreements or to one-off repair work.
2.2 These terms are written for consumers, meaning people buying our services for personal or household use. If you use the service wholly or mainly for business purposes, our separate business terms apply instead.
2.3 Nothing in these terms affects your legal rights as a consumer.
2.4 Your order confirmation forms part of your contract with us. If there is any conflict between these terms and your order confirmation, your order confirmation applies.
3. Your contract with us
3.1 You can order a package through our website, by telephone, at our store, or during a visit to your home.
3.2 Your order is an offer to buy the package. A contract between us is formed only when we send you an order confirmation by email. If we are unable to accept your order we will tell you, and we will not charge you.
3.3 We will send your order confirmation before the service starts. It will set out:
- the package you have chosen and the number of computers covered;
- the price, and whether it is payable monthly or annually;
- the date your contract starts;
- the date of your first renewal;
- how and when you can cancel; and
- your right to change your mind under clause 4.
A copy of these terms will be attached to your order confirmation, and the version number will be stated in it.
3.4 Please read your order confirmation when it arrives and tell us within 7 days if anything in it is wrong.
4. Your 14-day right to change your mind
4.1 You may cancel this contract within 14 days of receiving your order confirmation, without giving a reason. This applies however you signed up, including in our store.
4.2 To cancel, simply tell us by email, telephone or post before the 14 days are up. You can use the cancellation form included with your order confirmation, but you do not have to.
4.3 If you asked us to start providing the service during the 14-day period and you then cancel, we may charge you a proportionate amount for the service you received up to the point you told us. Where we have carried out a specific chargeable item at your request, such as the initial full health check on the Gold package, we may charge for that item in full.
4.4 We will refund you within 14 days of you telling us, using the same method you used to pay.
5. How long your contract lasts, and how it renews
5.1 Minimum term. Your contract runs for a minimum of 12 months from the start date shown in your order confirmation (the "initial term").
5.2 Automatic renewal. At the end of the initial term, and at the end of each renewal period after that, your contract will automatically renew for a further period of 12 months unless you have cancelled it under clause 5.4. Each renewal creates a new 12-month commitment.
5.3 Renewal reminder. We will email you at least 30 days before each renewal date. The reminder will tell you the date your plan renews, the price that will apply for the following 12 months, and how to cancel if you do not want it to renew.
5.4 How to cancel at renewal. You may cancel at any time up to and including the day before your renewal date. There is no minimum notice period. To cancel, email helpdesk@optimacomputers.co.uk, telephone us on 020 8445 6700, or write to us at the address in clause 1.2. Your contract will end on the renewal date. Until then we will continue to provide the service and you remain responsible for the payments due for that period.
5.5 Confirming your cancellation. We will confirm your cancellation by email within 5 business days. A cancellation takes effect when you tell us, not when we acknowledge it, but if you do not receive our confirmation please contact us so we can check we have received it.
5.6 If we do not send you a reminder. If we fail to send you the renewal reminder required by clause 5.3, your contract will still renew, but you may cancel it at any time during the 30 days following the renewal date. If you do, the contract will be treated as having ended on the renewal date and we will refund any payment you have made for the renewal period.
5.7 Cancelling part-way through a 12-month period. If you cancel during the initial term or during a renewal period, other than under clauses 4, 6, 12.3, 13.2 or 15, the payments for the remainder of that 12-month period remain payable, less any costs we are able to save as a result of your cancellation. Please contact us to discuss this.
6. Ending the contract in other circumstances
6.1 You may end the contract immediately, and receive a refund for any service you have paid for but not received, if:
- we have told you about a forthcoming change to these terms or to the price that you do not agree to under clauses 12 and 13;
- we have told you about an error in the price or description of the service and you do not wish to go ahead;
- there is a risk that the service will be significantly delayed because of events outside our control; or
- you have a legal right to end the contract because of something we have done wrong.
6.2 We may end the contract at any time by giving you at least 30 days' written notice. We will refund any amount you have paid in advance for services we will not provide.
6.3 We may end the contract immediately if:
- you do not make a payment when it is due and you still do not make payment within 14 days of us reminding you;
- your Direct Debit mandate is cancelled or stopped and you do not put a new one in place within 14 days of us asking you to;
- you do not, within a reasonable time of us asking, give us the information, access or co-operation we need in order to provide the service; or
- you behave abusively towards our staff, or you do not take reasonable steps to keep our engineers safe at your home.
7. What we provide
7.1 The services included in your package are those described on our website at the time you ordered, and summarised in your order confirmation. Our packages cover computers less than 5 years old running Windows or macOS, and each package covers the number of computers stated in your order confirmation.
7.2 We will provide the services with reasonable skill and care.
7.3 Some parts of the service are provided using third-party products, including anti-virus and anti-malware software, monitoring tools and cloud backup. We license and manage these on your behalf as part of your package. If a third-party product is withdrawn or materially changed, we may replace it with a comparable product.
7.4 We may make changes to the service to reflect changes in law or in security requirements, or to make technical improvements. These will not materially reduce what you receive. If a change would materially reduce the service, clause 13.2 applies.
8. Hours of service and service levels
8.1 We provide support between 09:00 and 17:00, Monday to Friday, excluding public holidays and our December closure. Our December closure is usually 3 to 4 days and we publish the dates on our website in advance.
8.2 You can raise a support request through the customer portal, by email to helpdesk@optimacomputers.co.uk, or by telephone. We recommend the portal, because we cannot guarantee that emails from every address will reach us through our spam filtering. We will give you portal login details when your contract starts.
8.3 We aim to meet the following service levels:
- Acknowledge your request: within 4 business hours of receiving it.
- Resolve your request: within 8 business hours, in at least 90% of cases.
8.4 These targets do not apply where resolving your request depends on parts, on a third-party supplier, or on a repair carried out under a manufacturer's warranty. In those cases we will keep you informed of progress.
9. Your responsibilities
9.1 You will give us reasonable access to your computer and to any information we need in order to provide the service, and will co-operate with reasonable requests.
9.2 You will keep your software and hardware properly licensed, and use and maintain it as the manufacturer requires.
9.3 You will take reasonable steps to keep our engineers safe while they are at your home.
9.4 You will keep your contact details, particularly your email address, up to date.
9.5 You will keep an active Direct Debit mandate in place for the whole of your contract.
10. Backups and your data
10.1 Even where your package includes cloud backup, we strongly recommend that you also keep your own separate backup of anything important to you. No backup service protects against every kind of data loss.
10.2 Where your package includes cloud backup, we will provide it with reasonable skill and care. Clause 15 explains our responsibility if something goes wrong.
10.3 Before we carry out work that may affect your data, we will tell you, and wherever practical we will ask you to confirm that you have a backup.
11. Payment
11.1 The price of your package is set out in your order confirmation. Prices for our residential packages include VAT.
11.2 All packages are paid by Direct Debit. This is the only payment method we accept. You must complete a Direct Debit mandate before the service starts and keep it in place for the whole of your contract.
11.3 Where your package is paid annually, we collect payment in advance on your start date and on each renewal date. Where your package is paid monthly, we collect payment monthly in advance.
11.4 If you ask us to do work that is not included in your package, we will tell you the cost before we start and issue a separate invoice. We will always tell you if something is not covered by your package before we carry it out.
11.5 Parts, materials and third-party goods that we supply in connection with your service are charged in addition, and we will agree the cost with you before we order them.
11.6 If a Direct Debit collection fails, we will contact you and may re-present it. If we are still unable to collect payment we may suspend the service under clause 14.
12. Changes to prices
12.1 We may change the price that applies from your next renewal date.
12.2 We will tell you the new price in your renewal reminder, at least 30 days before your renewal date, so that you can decide whether to continue.
12.3 We will not increase the price during the initial term or during a renewal period, except to pass on a change in the rate of VAT. If we ever need to change the price during a period for any other reason, we will give you at least 30 days' written notice and you may cancel without charge before the change takes effect, with a refund for any period you have paid for in advance.
13. Changes to these terms
13.1 We may change these terms to reflect changes in law or regulation, or to make minor clarifications that do not disadvantage you. We will tell you at least 30 days before the change takes effect.
13.2 If we make a change to these terms that puts you at a material disadvantage, we will give you at least 30 days' written notice and you may end the contract without charge before the change takes effect, with a refund for any period you have paid for in advance.
13.3 The version of these terms that applies to you is the version we sent with your order confirmation, unless and until it is changed under this clause. The version number and date appear at the top of this document.
14. Suspending the service
14.1 We may suspend the service if your Direct Debit mandate is cancelled or a payment is not received and remains unpaid 14 days after we remind you, or if we need to deal with technical problems or make technical changes.
14.2 We will tell you in advance where we are able to.
14.3 If we suspend the service for non-payment for more than 30 days, we may end the contract under clause 6.3. Suspension does not reduce what you owe for the period of suspension.
15. Our responsibility for loss or damage
15.1 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or of our failing to use reasonable care and skill. We are not responsible for any loss or damage that is not foreseeable.
15.2 We do not exclude or limit our liability in any way where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and for breach of your legal rights in relation to the services, including the right to have services supplied with reasonable care and skill.
15.3 These packages are supplied for domestic and private use. If you use the service for any commercial or business purpose, we will have no liability to you for loss of profit, loss of business, business interruption or loss of business opportunity.
15.4 Subject to clauses 15.1 and 15.2, our total liability to you in connection with this contract is limited to the greater of £1,000 and the total amount you have paid us under this contract in the 12 months before the event giving rise to the liability.
15.5 We are not responsible for loss of data to the extent that it results from your not keeping a separate backup as recommended in clause 10.1, or from a fault in software or hardware that we did not cause.
16. Confidentiality and personal information
16.1 We will keep information about you and your affairs confidential. We will only disclose it where you ask or agree, to our suppliers and subcontractors so far as necessary to provide the service, or where we are required to do so by law, by a regulator or by our insurers.
16.2 How we collect and use your personal information is set out in our Privacy Notice, available on our website.
16.3 We will only send you marketing communications if you have agreed to receive them. You can opt out at any time by contacting us or by using the unsubscribe link in any marketing email.
17. Complaints
17.1 If something goes wrong, please contact us first, by email, telephone or post. We will acknowledge your complaint within 5 business days and aim to resolve it within 20 business days.
18. Other important terms
18.1 We may transfer our rights and obligations under this contract to another organisation. We will tell you in writing if this happens and will make sure the transfer does not affect your rights. If you are unhappy with the transfer you may end the contract and receive a refund for any service you have paid for but not received.
18.2 You may transfer your rights and obligations under this contract to another person only if we agree in writing. We will not unreasonably refuse.
18.3 This contract is between you and us. No other person has any right to enforce any of its terms.
18.4 Each paragraph of these terms operates separately. If any court or authority decides that any of them is unlawful, the remaining paragraphs will remain in full force.
18.5 If we delay in enforcing this contract, we can still enforce it later.
18.6 All intellectual property rights in the tools, scripts, documentation and materials we use or create in providing the service remain ours. You may use anything we supply to you for your own personal use.
19. Governing law
19.1 These terms are governed by English law and you can bring legal proceedings in the English courts. If you live in Scotland, you can bring proceedings in either Scotland or England. If you live in Northern Ireland, you can bring proceedings in either Northern Ireland or England.
Residential Support Terms and Conditions
Optima Computer Centre Limited
Version 3.0 – 11 August 2026
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