Remote Support: Terms & Conditions

1. Pricing & Charges

• Remote support is charged at £15.00 per 30 minutes during business hours.
• Business hours are Monday to Friday, 9:00 to 18:00 (UK time), excluding bank holidays.
• Sessions in the evening, at weekends or on bank holidays carry a 50% surcharge: £22.50 per 30 minutes.
• The minimum charge is 30 minutes at the applicable rate, even if the call is shorter.
• Final charges are calculated on the total length of the call plus any follow-up work carried out by Blanched on your behalf.
• All prices exclude VAT, which is added at the prevailing rate (currently 20%).

2. Booking & Deposit

• You book by completing the form on our website and paying a refundable deposit online: £45.00 + VAT (£54.00) in business hours, or £67.50 + VAT (£81.00) out of hours. The deposit covers up to 90 minutes of support.
• Once your payment is received, we will contact you, normally within one working day, to agree a time for a Microsoft Teams or phone call. We do not offer self-service time slots.
• Remote sessions need at least one working day's notice: the earliest session is the next working day after you book.
• Once you accept a time, the session is confirmed and the minimum 30-minute charge applies, even if you later cancel.

3. Rescheduling & Cancellations

• You are entitled to one reschedule request. Blanched will suggest a new time, which you may accept or decline.
• If you cancel before a time has been agreed, your deposit is refunded in full.
• If you cancel after accepting a time, the minimum 30-minute charge is deducted from your deposit and the rest is refunded.
• If Blanched cancels the session for any reason, no charge applies and your full deposit is refunded.

4. Session & Follow-up Work

• The total charge is calculated after the session and includes both the live call and any follow-up work completed by Blanched.
• You will receive a summary invoice by email showing the breakdown of time and charges.
• If the total charge is less than your deposit, the difference is refunded. If it is more, you will be invoiced separately for the balance.

5. Payments & Refunds

• Payments are taken by our payment provider, Stripe, by card, Apple Pay or Google Pay. Card details are never seen or stored by Blanched.
• You will receive a payment receipt by email, followed by a VAT invoice.
• Refunds are made to the original payment method and may take 5 to 10 working days to appear.

6. Contact

For any queries regarding these terms, please contact us at hello@blanched.uk or call 020 3411 0730. These terms sit alongside our general Terms of Use & Supply and Privacy Policy.