1. Who we are
JorTech is a trading name of TicketWave HQ Ltd, a company registered in England and Wales, company no. 17143167. "We", "us" and "our" mean TicketWave HQ Ltd trading as JorTech. You can reach us at hello@jortech.co.uk or through the enquiry form.
"You" / "the customer" means the person or business asking us to look at or repair a device. "Device" means the computer, laptop or related equipment you ask us to work on.
2. How the service works
Our repair service follows a simple, honest process, and you can stop at any point:
- Tell us the fault, free. Send an enquiry and describe what is wrong. We come to you across Leeds, West Yorkshire and the towns around them, or you can arrange for us to collect the device.
- Free advice by message. Tell us the fault and we will tell you what it sounds like and whether it is worth doing. That conversation costs nothing and you are under no obligation.
- A minimum call-out, agreed before we travel. If the job needs a visit, we tell you the call-out figure and you agree it before we set off, so it is never a surprise on arrival. It is payable for the journey and the time spent finding the fault, whatever we find. If you go ahead with the repair, it comes off the price.
- A fixed quote before any work. You get one clear, fixed price before we start. No hourly meter, no work done without your say-so. If it is not worth fixing we will tell you, and there is nothing further to pay beyond the call-out you already agreed.
- No Fix, No Fee. If you are happy with the quote, we do the work. If we cannot fix the fault we quoted for, you do not pay for that repair.
We do not publish a fixed price list, because the right price depends on the device and the fault. Every job is quoted to you after the free advice by message. There are no subscriptions, no contracts and no minimum term.
2a. Remote support sessions
Some work is carried out over a secure remote connection rather than a visit. These sessions run on our own server infrastructure; you approve the connection at your end, you can see everything we do throughout, you may end the session at any moment, and no ongoing access remains once the session closes. Remote sessions are agreed at a fixed price stated to you before we connect, and that price does not change with the length of the session. Before we connect we send you a written note of the session price and what the session allows us to see and do, and we connect only after you have agreed to it in writing. If a remote session does not fix the fault it was booked for, the session fee is credited in full against a subsequent visit for the same fault. If you are outside the area we come to (section 2), so that no visit can follow, the session fee is refunded in full instead. The guarantee in section 9 applies to remote work as it does to any other work. A remote session agreed by phone or email is a distance contract, and section 14 (cancelling), including the arrangements for work beginning within the cancellation period at your express request, applies to it in full.
3. Parts and third-party costs
Occasionally a job needs something we cannot do ourselves. The main one is recovering data from a drive that has failed mechanically, which has to be opened in a clean room by a specialist laboratory. Where that happens we tell you before anything is sent, the laboratory sets its own price rather than us, and you decide with that price in front of you. We do not send anything anywhere without your say-so, and nothing is added to our quote without asking you first.
Where a repair needs a replacement part (for example a screen, a battery or a drive), the cost of that part is included in the fixed quote we give you before any work starts. If a part has to be ordered specially and you then decide not to go ahead after we have bought it, we may ask you to cover the cost of that non-returnable part; we will always tell you before ordering anything that cannot be returned. New parts we fit are covered by any manufacturer warranty that applies to them.
4. No Fix, No Fee, in detail
Data recovery is the one job where the answer is not always all or nothing. Before we attempt anything we agree with you, in the quote, what counts as the job being done: the folders you actually need, rather than everything on the drive. If we recover what we agreed, the quoted price is payable. If we recover nothing, there is nothing to pay for the recovery. If we recover part of it, we tell you plainly what came back and what did not, and we agree a fair reduction with you rather than invoice in full. You will never be charged more than the quote.
"No Fix, No Fee" means that if we cannot resolve the specific fault we quoted for, there is nothing to pay for that repair. It does not cover: (a) the call-out, which you agreed before we travelled and which pays for the journey and the time spent finding the fault, whatever the outcome; (b) a different or additional fault discovered later, which we would diagnose and quote separately; (c) a part you asked us to fit that then works as intended; or (d) a repair you approved that succeeded. If we recommend against a repair because it is not worth it, we will tell you and there is nothing further to pay beyond that call-out, and where it helps we will give you honest advice on a replacement or an upgrade instead.
5. Your responsibilities
- describe the fault as clearly as you can, and give us safe access to the device;
- confirm that the device is yours, or that you have the right to have it repaired;
- remove or tell us about anything on the device you would not want us to see, so far as you are able;
- back up your own data before a repair where you can. We take care with your files and tell you first if a repair puts data at risk, but some faults (especially failing drives) carry a real risk of data loss, and we cannot guarantee recovery.
6. Your data on the device
We treat the files and data on your device as private and confidential, and we only access what a repair requires. Wherever possible we keep your files intact. For any job that risks your data, such as a data recovery attempt or a wipe-and-reinstall, we will explain the risk and, where you ask, back up what we can before we begin. You remain responsible for keeping your own backups.
If we copy data off your device, for a recovery or as a backup before risky work, we put it on one of our own encrypted drives while the job is running. That is a temporary working copy, not somewhere we store your files: wherever we can, we move your data straight to its new home instead, so that no copy is held at all. The data stays yours throughout. We keep it only until you have confirmed you have your data back, and we securely erase it within 30 days of your device being returned to you at the latest. Ask us to destroy it sooner and we will do it that day, and tell you when it is done. We do not look through it, and it never becomes part of our repair records. The drive it sits on is ours; what is on it is yours. How we handle this is set out in full in our Privacy & Cookies Policy.
What we find. A repair can put things in front of us that have nothing to do with the fault: your documents, your photographs, other people's details, things you would rather nobody saw. We treat all of it as private. We do not read it, copy it, mention it or act on it, and it never goes into your job record. Whoever does the work is bound by the same rule, and our staff and contractors sign up to it.
There is one exception, and we would rather state it than hide it. If, in the course of a repair, we come across material that the law requires us to report, such as images of child abuse, we will report it to the police, we will not tell you we have done so, and we will not continue the work. We do not go looking, and a repair never includes a search of your files. This exception exists because the law leaves us no choice, not because we want to look.
Copying a drive. When a job needs a full copy of a drive, for a data recovery or a backup before risky work, we ask you to agree to the copy itself as a separate question, in writing, before we take it, because a whole-drive copy may hold information the law treats as especially private. You can say no, and you can change your mind afterwards: we destroy the copy that day and tell you when it is gone. The copy sits on our own encrypted drive, nobody browses it, and it is erased within 30 days of your device being returned to you at the latest.
7. Timescales
Any timescale we give is a good-faith estimate, not a guarantee. Timing depends on parts availability and the nature of the fault. We will give you an honest idea of timing before you commit to anything, and we will tell you if it changes.
8. Payment
Advice by message is free. Where a visit is needed you pay the minimum call-out you agreed before we travelled, and for a repair you pay the fixed price we quoted, less that call-out, once the work is done and you are happy, either in person or against an invoice we send you. This website does not take payment and there is no online checkout. From 1 November 2026, all our prices include VAT. We do not add VAT on top of a price we have quoted you.
9. Warranty on our work
We stand behind the repairs we carry out. If the same fault we fixed returns within 90 days as a result of our work, get in touch and we will put it right at no charge. We say 90 days rather than “a reasonable period” because a guarantee with no length is not much of a guarantee. This is on top of your statutory rights, not instead of them, and those last longer. This does not cover new or unrelated faults, accidental damage, liquid damage, or problems caused by other work carried out after ours. Nothing here affects your statutory rights.
10. Uncollected devices
Collecting it. Please collect your device, or let us return it, as soon as we tell you it is ready, or as soon as you decide not to go ahead. We will tell you by the phone number and email address on your job ticket. We do not charge for storage, however long your device is with us. How we look after it while it is with us is in section 10a.
If it is not collected. If your device is still with us 90 days after we first told you it was ready, and we have not been able to arrange its return, we will send you a written notice by recorded delivery to the address on your job ticket. The notice will say what we are holding, where it is held, that it is ready for collection, what (if anything) you owe us, and that we intend to sell or dispose of it if it is not collected by a date in the notice. That date will be at least three months after the notice, whether or not anything is owed. This is the procedure in section 12 and Schedule 1 of the Torts (Interference with Goods) Act 1977, and we follow it rather than treating anything as abandoned.
If we sell or dispose of it. Before any device leaves our hands this way we securely erase the storage in it, so none of your files go with it. If it is sold, we take from the proceeds only what you owe us for the work and the reasonable cost of the sale, and we hold the rest for you. Ask for it and it is yours. If the device has no resale value we recycle it through a licensed waste electrical recycler and keep a record of the date.
We will always try to reach you first. None of this affects your statutory rights.
10a. Your device in our care
From the moment it leaves your hands, your device and everything that came with it are photographed with you there, listed on your job ticket, and kept together in one labelled tray until we hand them back and go through the ticket with you. We take reasonable care of it throughout. If we lose or damage something of yours while it is in our care, we put it right, by repair, replacement or refund. The full procedure is at how we look after your device.
11. Warranties and liability
We will provide the service with reasonable care and skill. Beyond what we expressly agree, we do not warrant that every fault can be fixed, or that data can always be recovered. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited or excluded under English law, including, where you are a consumer, the rights and remedies you have under the Consumer Rights Act 2015 (which we do not exclude or restrict). Subject to that:
If you are a consumer, the two limits below do not apply to you at all. They apply only where you are buying for the purposes of a business. We say it that way round because the old wording put them first and the carve-out second, which is the wrong way to read something this important.
- Business customers only: we are not liable for loss of profit, revenue, business, goodwill, anticipated savings, or for any indirect or consequential loss; and
- Business customers only: our total liability arising out of or in connection with our work for you is limited to the fees you paid us in the 12 months before the claim.
To be plain about why: the second limit would be worth next to nothing to a consumer anyway, because most people have one job with us. Under No Fix, No Fee you pay no repair fee when we cannot fix something, so a cap set at what you have paid us would be a cap of little more than the call-out, on exactly the jobs where a machine is most likely to be damaged. A term like that is not one we would want to rely on, and section 57 of the Consumer Rights Act 2015 would not let us.
Nothing in these terms affects your statutory rights.
12. What the law gives you, whatever we write here
These are your rights as a consumer. They come from the Consumer Rights Act 2015 and they apply whether or not we mention them.
- We must carry out the repair with reasonable care and skill.
- If we do not, you can ask us to do it again. If that is impossible, or we do not do it within a reasonable time and without significant inconvenience to you, you can ask for money back, a reduction of up to the whole price.
- Where no time is agreed, the work must be done within a reasonable time. Where no price is agreed, the price must be reasonable. We agree a fixed price before starting, so the second rarely arises.
- Anything we tell you about the service, that you rely on in deciding to go ahead, is binding on us. That includes what we say on this website.
- Parts we fit are goods. They must be of satisfactory quality, fit for purpose and as described. If a part we supplied is faulty you have rights against us, not only against its manufacturer: a short-term right to reject, and then repair or replacement, and then a price reduction or final rejection.
13. If something goes wrong: complaints
Tell us. Most things are quicker to put right than to argue about.
Email hello@jortech.co.uk, or write to us at TicketWave HQ Ltd, Radley House, Richardshaw Road, Pudsey, Leeds LS28 6LE.
We will acknowledge a complaint within three working days and give you a considered answer within fourteen days. If we need longer we will tell you why, and when to expect an answer. If you are still unhappy after that, you keep every right you would otherwise have, including going to court. Nothing here takes that away or requires you to use this process first.
14. Cancelling
You can decide not to go ahead at any point before you approve the quote. If we have not yet travelled there is nothing to pay. If we have come out to you, the call-out you agreed before we travelled is payable and nothing else.
Consumers: your 14-day right to cancel. If you are an individual, you have the right to cancel a repair, a collection job or a remote session within 14 days without giving a reason. It applies whether we agreed the work at your home (an off-premises contract) or entirely by phone, message or email (a distance contract). We give you this information in writing before any work begins: by email when you book, by text message when we confirm a visit, and on paper with your copy of the job ticket if you have neither.
When the 14 days start. For a repair or a session, from the day the contract is made, which is the day you approve the quote or the session price. Where we supply parts as goods in their own right rather than as part of a repair, from the day you receive them.
Starting inside the 14 days. If you want us to start before the 14 days are up, we will ask you to say so in writing, by text or email, and to acknowledge that the right to cancel ends once the work is fully complete. Where we agreed the job at your home, that written request is the only way we can start early. If you then cancel before the work is complete, you pay for what has been done up to that point, in proportion to the whole job, and for any part already fitted. A part we ordered specially for you and cannot return is charged only where we told you before ordering it that it could not be returned.
If we did not get that written request from you, your full right to cancel stands, and you will not be charged for work we carried out during the 14 days. That is our responsibility to get right, not yours.
How to cancel. Tell us before the 14 days are up: email hello@jortech.co.uk, or write to TicketWave HQ Ltd, Radley House, Richardshaw Road, Pudsey, Leeds LS28 6LE. A clear statement that you are cancelling is enough. You can use the form below, but you do not have to. To meet the deadline it is enough that you send your message before the period expires. We refund anything you have paid within 14 days of being told, by the method you paid with, less any amount due for work you asked us to start early.
Model cancellation form
Complete and return this form only if you wish to cancel.
To TicketWave HQ Ltd trading as JorTech (company number 17143167), Radley House, Richardshaw Road, Pudsey, Leeds LS28 6LE, hello@jortech.co.uk:
I hereby give notice that I cancel my contract for the supply of the following service:
Ordered on:
Name of consumer:
Address of consumer:
Signature of consumer (only if this form is notified on paper):
Date:
15. General
These terms, together with our Privacy & Cookies Policy, are the whole agreement between us on this subject. We may update these terms from time to time; the version that applies to your job is the one in force when you approve the quote. If any part is found unenforceable, the rest stands. No failure to enforce a term is a waiver of it. Neither of us is liable for delays caused by events outside our reasonable control.
16. Governing law
These terms and any dispute arising from them are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.
17. Contact
Questions about these terms: hello@jortech.co.uk.
18. Related documents
Privacy Policy · Cookie Policy · Accessibility
19. Changelog
- v1.7, October 2026, section 8: from 1 November 2026, all our prices include VAT, and we do not add VAT on top of a price we have quoted you. This replaces the line saying our fees were not subject to VAT and that we would add VAT if we became VAT-registered. No other terms changed.
- v1.6, October 2026, the consumer pack. Section 14 (cancelling) rewritten: the right applies to repairs, collection jobs and remote sessions, it says where we give you the information in writing (email, text message, or paper with the job ticket), when the 14 days start, that cancelling after an early start is charged in proportion to the whole job, and the model form is addressed to the company by name. Section 10 (uncollected devices) rewritten around the notice procedure in the Torts (Interference with Goods) Act 1977: 90 days after we tell you it is ready, then a written notice by recorded delivery giving at least three months, no storage charges, the storage in the device erased before any sale, and any surplus held for you. New section 10a: your device in our care, and what we do if we lose or damage something. Section 6 now says what we do with things we see that have nothing to do with the fault, names the one exception the law imposes, and says the yes to a whole-drive copy is taken in writing; the 30-day erasure is now counted from your device being returned to you. Section 2a: the session price and what the session allows are sent to you in writing before we connect. Section 7 no longer suggests a timescale. Section 11: the cap for business customers is now the fees paid in the 12 months before the claim.
- v1.5, October 2026, section 2a: a remote session that does not fix the fault it was booked for is refunded in full when you are outside the area we come to, because no visit can follow for the fee to be credited against. Inside that area the credit against the visit is unchanged. No other terms changed.
- v1.4, October 2026, section 4 now says that when a data recovery brings nothing back there is nothing to pay for the recovery, the same scope as the rest of that section, under which the call-out stays payable whatever the outcome. The date of v1.3 is corrected to October 2026, when that change took effect. Nothing else changed.
- v1.3, October 2026, the free on-site diagnosis was replaced by a minimum call-out, agreed with you before we travel and deducted from the repair price if you go ahead. Sections 2, 4, 8 and 14 changed accordingly, and section 4 now states plainly that No Fix, No Fee covers the repair and not the call-out. Advice on the phone remains free. The 90-day guarantee on our work is unchanged.
- v1.2, September 2026, added section 2a: remote support sessions (fixed session price agreed before connection, the credit of an unsuccessful session fee against a subsequent visit, and how cancellation rights apply). No other terms changed.
- v1.1, August 2026, renamed throughout from Leeds Tech Repair to JorTech, and the stated service area widened to West Yorkshire and parts of North Yorkshire. The trading entity, TicketWave HQ Ltd, is unchanged.
- v1.0, July 2026, initial publication, as Leeds Tech Repair.