Terms of Service

Last updated: 8 October 2026

These terms apply whenever Email Fix assesses, fixes or sets up email for you. Please read them before accepting a quote. If anything is unclear, email us at support@emailfix.co.uk and we’ll explain.

1. About us

Email Fix is a trading name of Rosevear Ltd, a company registered in Scotland (company number SC792530). In these terms, “we”, “us” and “our” mean Rosevear Ltd trading as Email Fix, and “you” means the person or business we are working for.

2. Consumers and business customers

We work for businesses and for private individuals. Some parts of these terms apply differently depending on which you are:

• You are a consumer if you are an individual using our services mainly for personal purposes, not for your trade, business or profession.
• You are a business customer if you are using our services for your trade, business or profession (including sole traders).

Where a section applies to only one of these, we say so.

3. Our services

We diagnose and fix email problems (for example emails going to spam, emails not arriving, or website forms that don’t send), set up and configure business email, and give related advice. We work remotely.

The exact work we will do for you is described in your quote.

4. Free initial assessment

When you contact us, we will look into your problem and tell you what we think is needed. This assessment is free and you are under no obligation to go ahead.

Our initial assessment is based on the information you give us and what we can see from the outside (such as your public DNS records). Sometimes the full cause only becomes clear once work starts. If that happens, see section 5.

5. Quotes and our agreement with you

• After the assessment we will give you a fixed-price quote in writing (usually by email). It will describe the problem we are fixing, the work involved and the total price.
• A quote is valid for 30 days unless it says otherwise.
• Our agreement with you starts when you accept the quote in writing (a reply by email is fine).
• The price in the quote is the price you will pay for the work described in it. If we find something that needs extra work outside the quote, we will stop and explain, and we will only do the extra work if you agree a new or updated quote first.

6. Your responsibilities

To help us do the job, you agree to:

• give us accurate information about your problem and your setup
• make sure you have the right to let us work on the domain, email accounts and systems involved (or get permission from whoever does)
• give us the access we need, when we need it, using the methods we recommend
• keep your own backups and a copy of any settings you want to keep
• tell us if anyone else (such as a web designer or IT provider) also manages your systems, and let them know we are working on them
• not make changes to the same settings while we are working, unless we have agreed it with you

If we can’t do the work because we don’t have the information or access we need, we will tell you. We are not responsible for delays caused by this.

7. Access to your systems

• We will only access the systems we need to, only for the work you have asked for, and only while that work is going on.
• Where possible we will use safe methods such as adding us as a temporary user or delegate, rather than you sharing your own password. We will never ask for a password in our website chat.
• Once the work is finished, you should remove our access and change any passwords you shared with us. We will remind you, and we can help.

8. No fix, no fee

All our work is backed by our “no fix, no fee” guarantee:

• If we can’t fix the problem described in your quote, you pay nothing for that work.
• If you have already paid for work under a quote and we then find we can’t fix the problem, we will refund what you paid for it in full.
• A problem is “fixed” when the issue described in your quote has been resolved and our testing confirms it (for example, test emails reaching the inbox at the major email providers, or your website form sending correctly). We will send you a summary of what we did and what our tests showed.

The guarantee does not cover:

• a different problem from the one in your quote (we are happy to give you a new quote for it)
• a problem that comes back because of changes made after we finished by you, your staff or another provider (such as a new website, a change of email provider or edited DNS records)
• things outside anyone’s reasonable control, as described in section 11

This guarantee is in addition to your legal rights, not instead of them.

9. Paying us

• Business customers: we invoice you after the work is finished and tested.
• Household customers: you pay by bank transfer when you accept the quote. If we can’t fix the problem, or you cancel before we’ve finished (see section 10), we’ll refund you in full within 14 days.
• Invoices are payable by bank transfer within 14 days of the invoice date, unless your quote says otherwise.
• Your quote shows the total price you will pay.
• Business customers: if an invoice isn’t paid on time, we may charge interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.

10. Cancelling

If you are a consumer

• You have the legal right to cancel our agreement within 14 days of accepting a quote, without giving a reason.
• We won’t start work within those 14 days unless you ask us to. If you ask us to start sooner and then cancel before we’ve finished, there is nothing to pay, and we’ll refund anything you’ve paid in full within 14 days.
• If you ask us to start within the 14 days and we finish the work within that time, you will no longer have the right to cancel once the work is complete. We will ask you to confirm you understand this before we start.
• To cancel, just email us at support@emailfix.co.uk saying you want to cancel. If you have paid anything we need to refund, we will do so within 14 days.

If you are a business customer

You can cancel at any time by emailing us. If we have already done work that fixes part of the problem, we may charge a fair proportion of the quote for that work, and we will explain how we worked it out. Otherwise there is nothing to pay.

If we need to cancel

We may cancel if we find we can’t carry out the work (for example, if we don’t get the access we need, or it turns out to need specialist services we don’t provide). If we do, you won’t pay anything for work that hasn’t fixed the problem, and we will refund anything you have paid for it.

11. Things we can’t control

Email relies on many other organisations. Providers such as Google, Microsoft, Apple and internet service providers make their own decisions about which emails reach the inbox, and they change their rules over time. Whether your emails are delivered can also depend on what you send, how often and to whom.

This means that while we will make sure your email is set up correctly and test that it’s working when we finish, we can’t promise that every email you send in future will reach every inbox. We are also not responsible for outages or changes at other providers, or for delays caused by events beyond our reasonable control. If something like this stops us doing the work, we will tell you and do what we reasonably can to limit the effect.

12. Our responsibility to you

• We will carry out our work with reasonable care and skill. If we don’t, contact us and we will put it right, or give you a refund if we can’t.
• If you are a consumer: we are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for loss or damage that was not foreseeable. We only provide our services for personal use, so we are not responsible for any loss of profit, loss of business, business interruption or loss of business opportunity.
• If you are a business customer: we are not responsible for loss of profit, revenue, business, contracts, goodwill or anticipated savings, or for any indirect or consequential loss. Our total responsibility to you for any job is limited to the price you paid for that job.
• We are not responsible for loss of data or settings where you did not keep your own backups, or for problems caused by information you gave us that was wrong or incomplete.
• Nothing in these terms limits or excludes our responsibility for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot legally be limited or excluded. If you are a consumer, nothing in these terms affects your legal rights, including under the Consumer Rights Act 2015. For more about your rights, contact Citizens Advice.

13. Complaints

If you’re not happy with our work or our service, please email support@emailfix.co.uk with details. We will acknowledge your complaint within 2 working days and aim to resolve it within 14 days. If it will take longer, we will tell you why and when to expect an answer.

14. Your information

We look after your personal information as described in our Privacy Policy.

15. Other important terms

• We may update these terms from time to time. The terms that apply to your work are the ones on this page when you accepted your quote.
• We may not transfer our agreement with you to someone else without your agreement. You may not transfer it without ours.
• If a court finds part of these terms can’t be enforced, the rest will still apply.
• If we don’t enforce a right straight away, we can still enforce it later.
• Nobody else has any rights under our agreement with you.

16. Which laws apply

These terms are governed by the law of Scotland.

• If you are a consumer: you can bring legal proceedings about our services in the courts of Scotland, or in the courts of the part of the UK where you live (England and Wales, or Northern Ireland). You will also keep the protection of any mandatory rules of the law where you live.
• If you are a business customer: the courts of Scotland have jurisdiction, although we may agree to use the courts of England and Wales where that is more convenient.