This Fair Use Policy applies to all PC Warehouse IT Support Plans. It exists to keep our support service reliable, affordable and sustainable for all customers.
Our support plans are designed for normal home-user IT support needs. They are not intended to replace a full-time technician, business IT department, repair workshop service, training programme or managed service contract.
1. What fair use means
Fair use means that support requests must be reasonable, related to the covered device, and within the normal scope of the support plan purchased.
For example, fair use includes help with common issues such as email problems, software errors, printer setup, Windows troubleshooting, internet connection checks, updates and basic security guidance.
2. Basic Plan fair use
The Basic Plan is intended for occasional support. It includes approximately 3–5 support requests per year. If usage becomes regular or ongoing, PC Warehouse may recommend upgrading to the Standard or Unlimited plan.
3. Standard Plan fair use
The Standard Plan is intended for regular but moderate home support usage. It is suitable for customers who need help from time to time throughout the month, but not constant or excessive daily support.
4. Unlimited Plan fair use
The Unlimited Plan allows ongoing support requests for everyday home IT issues, but it is still subject to fair use.
Unlimited does not mean unlimited technician labour for any task, any device, any user or any environment. It means unlimited reasonable support requests within the covered scope of the plan.
5. Examples of unfair or excessive use
The following may be considered unfair use:
Using a home support plan for a business or office environment
Requesting support for multiple devices when the plan covers only one
Repeatedly requesting help for the same issue after refusing recommended repairs or upgrades
Using support as a training service for long lessons or ongoing tutoring
Expecting full system rebuilds, advanced recovery or major projects under a normal support plan
Frequent long sessions that go beyond normal troubleshooting
Abusive, aggressive or unreasonable behaviour toward technicians
Requests involving illegal software, piracy, hacking or policy violations
6. What happens if usage is excessive?
If PC Warehouse believes usage is excessive or outside the intended purpose of the plan, we may take one or more of the following steps:
Discuss the usage with the customer
Recommend a more suitable plan
Limit support to the covered scope
Quote separately for additional work
Pause or cancel the plan if abuse continues
7. Device registration
Each plan covers the registered device linked to the support plan. If a serial number is not supplied during checkout, PC Warehouse may request it before or during the first support request.
Changing the covered device may be allowed at PC Warehouse’s discretion, but frequent device changes are not permitted under normal home support plans.
8. Remote-only support
Support plans are remote-only unless otherwise stated. If an issue cannot be resolved remotely, PC Warehouse may recommend a workshop booking, on-site call-out or separate repair quote.
9. Final decision
PC Warehouse reserves the right to determine whether usage is fair, excessive or outside the scope of the purchased support plan. We will always aim to be reasonable, but we also need to protect the service from abuse so that all customers receive proper support.
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