These Terms govern the home IT support service offered by Donaldson R F, freelancer with a Partita IVA (hereafter "the Technician"), through the site informaticoperanzianiapavia.it. Requesting a visit and accepting a quote constitute full acceptance of these Terms by the client (hereafter "the Client").
1. Nature of the service
The Technician operates as a freelancer across several areas of IT. This service, offered through this site, is dedicated exclusively to software issues on desktop computers, laptops and Surface devices running Windows, and on Apple Mac computers (settings, installing programs, reinstalling the operating system). iPads, iPhones and other mobile devices are not covered. Any other activities (business networks, servers, websites, professional email) fall outside these Terms and are agreed separately, case by case, with the individual client.
The service strictly excludes any hardware repair or intervention, such as replacing RAM, hard drives, broken screens, soldering, or burnt-out internal components. The Technician's work is limited to system optimisation, virus removal, network and account configuration, and software installation.
2. How the service is carried out and device transport
As a rule, all work is carried out at the Client's home or office, in the Client's presence, to guarantee maximum transparency and privacy of personal data.
For jobs that require a long time, in-depth research, or working conditions not available on-site, the Technician may propose transporting the device to their private workshop (not open to the public). This only happens with the Client's explicit agreement, who will be informed of the estimated return time, usually within a few working days. During transport and while in the workshop, the Technician takes reasonable precautions for the physical safety of the device; the Technician is not liable for pre-existing hardware faults that surface during this period, unrelated to the Technician's work.
At the time of pickup, the Technician fills in a digital receipt with the device's details, photos of its condition (front and back) and any accessories handed over. The receipt is sent at that time to the Technician's email address, with an automatic confirmation to the Client's email address, as a record of the pickup and the Client's consent.
3. Responsibility for data
- The Client is solely responsible for the data on their own device. Before the Technician arrives, it is strongly recommended to back up important files.
- While working with the utmost care and professionalism, the Technician cannot be held responsible for the loss of data, software or settings resulting from unforeseen hardware faults (e.g. hard drives already damaged or at end of life) or from viral infections present before the visit.
- The Technician is not responsible for malfunctions related to the use of illegal, cracked or unlicensed software provided by the Client.
- Even when the device is transported to the workshop under Article 2, the Technician commits not to copy, remove or share files and personal data found on the device, unless explicitly requested by the Client.
4. Client obligations
- Provide the Technician with a suitable workspace (a free desk or table) and access to a power outlet, when the visit takes place on-site.
- Keep system administrator passwords, access to any required services (e.g. email, iCloud, Google account) and home or office Wi-Fi credentials on hand.
- Be present, or delegate someone responsible, for the entire duration of an on-site visit, or provide explicit consent in the case of the device being taken to the workshop.
5. Rates and the 30-minute rule
Standard rates for the service are structured as follows:
- House call + 1st hour of work: € 50.00.
- Additional hours (billed proportionally): € 25.00 per hour.
For visits requested as urgent, or for distances greater than the Technician's normal working area, the base rate may vary. In these cases, distance, any urgency surcharge and payment method are always agreed beforehand with the Client via WhatsApp, before confirming the visit. Installing original software licences (e.g. the Office suite) carries an additional cost that is communicated and agreed before purchase.
The Technician dedicates the first half hour to diagnosing the device. If, within this time, it becomes clear the problem cannot be resolved due to a hardware fault or would require an excessive number of hours, the Technician will inform the Client immediately. In the event of cancellation due to a hardware fault unrelated to the Technician, the Technician will consider, at their sole discretion, reducing the base rate to a simple reimbursement of travel costs.
6. Cancellation and unavailability
The Client may cancel the request at no cost before the Technician sets off toward the agreed address.
If, at the agreed time, the Technician arrives on-site and the visit cannot be carried out for reasons attributable to the Client (unjustified absence, inability to access the premises or the device), the full base rate of € 50.00 will be due to cover travel costs and time spent.
7. Force majeure
The Technician is not responsible for delays in arriving on-site due to force majeure: adverse weather, traffic accidents, traffic blocks or unforeseeable events not attributable to the Technician's fault.
8. Applicable law and jurisdiction
Italian law applies to these Terms. The Court of Pavia has exclusive jurisdiction over any dispute.