Virus & Malware Removal — Service Schedule
This Service Schedule explains our Virus & Malware Removal service. It applies only when it is named in your accepted Order and was supplied to you before acceptance. It must be read with that Order and whichever of our Consumer Terms and Conditions or Business Terms and Conditions applies to you.
At a glance
This summary and the detailed terms below both form part of this Service Schedule. The detailed terms explain the summary.
What is included
- In-person inspection and reasonable attempts to identify and remove malware from the device stated in the Order.
- An attempted backup of agreed accessible data during chargeable visit time.
- Reasonable post-cleaning checks and explanation of findings.
What is not included
- A guarantee that every threat, persistence mechanism or compromised account will be found or removed.
- Forensic investigation, breach response, regulatory notification, mass password resets or recovery of unreadable, encrypted or damaged data.
- Rebuild, replacement, data recovery, storage media or software licences unless separately ordered.
Important to know
- The service is hourly and the final effort cannot be known until the device is examined.
- We may use appropriate professional tools, including Malwarebytes or Emsisoft Emergency Kit, selected for the device and infection; tool choice does not guarantee a result.
- Backup is attempted only; infected, encrypted, inaccessible or failing data may not be recoverable.
- If a system cannot be made reasonably trustworthy, we will recommend a separately estimated rebuild, recovery or replacement.
1 How this Service Schedule works
1.1 This Service Schedule applies only to the Virus & Malware Removal service and deliverables identified in the Order. Work, products or outcomes not identified in the Order are outside scope.
1.2 If you are an individual buying wholly or mainly outside your trade, business, craft or profession, our Consumer Terms and Conditions apply. In all other cases our Business Terms and Conditions apply.
1.3 The accepted Order, applicable main terms and this Service Schedule form one contract. Their priority is determined by the main terms. A clear project-specific provision in the Order may vary this Schedule, but nothing restricts a mandatory consumer right.
1.4 This is a one-off service unless the Order expressly describes a continuing element. There is no automatic renewal for the one-off work.
2 Service scope
2.1 The service is performed in person on the device or equipment identified in the Order.
2.2 We may isolate the device, disable malicious components or recommend that accounts and network access are changed. Wider account or organisational incident work requires a separate scope.
3 Charges and payment
3.1 The Order states the charges, VAT treatment, payment schedule and any deposit. Consumer prices include VAT. Business prices exclude VAT unless stated otherwise.
3.2 An estimate is a good-faith indication based on information then available; it is not a fixed quotation, cap or guarantee unless the Order expressly says so. We will seek approval before material work outside the agreed scope or spending authority.
3.3 Chargeable time includes work reasonably required to deliver the service, administration specific to the work, substantive communications, testing, third-party liaison, travel where applicable and correcting problems that we did not cause.
4 Client responsibilities and access
4.1 The client must give accurate information, safe and timely access, necessary permissions and cooperation, and identify critical systems, applications, data or constraints before work starts.
- Provide device access, credentials through an approved method, known symptoms, relevant backups and licence information; disclose business, safeguarding or regulatory sensitivity; and avoid using a suspected device contrary to our advice.
- After service, promptly change affected credentials from a trusted device and follow reasonable security recommendations.
5 Backup and next steps
5.1 We will agree the accessible data to attempt to back up. Time is chargeable and external storage or other media is extra. We may exclude files that appear dangerous or cannot be read safely.
5.2 Where cleaning would not provide a reasonably trustworthy result, we may stop and propose a clean rebuild, specialist data recovery or replacement. Those services and any new licences are separate.
6 Data protection and confidentiality
6.1 Each party must comply with applicable data-protection law and the privacy, confidentiality and security provisions in the applicable main terms. The client remains responsible for its lawful basis, privacy information, data accuracy, retention decisions and handling of rights requests for data it controls.
6.2 Where we process personal data on behalf of a business client, the Article 28 terms in the Business Terms apply. The subject matter is inspection, backup attempt and malware-removal work on the identified device; processing lasts for the service and the agreed or legally required retention period; its nature is receiving, storing, viewing, organising, adapting, transmitting, backing up or deleting data as needed to perform the service; its purpose is to provide and support the contracted service; the types of data may include device identifiers, files, user account information, security events, network details and data visible while diagnosing or backing up; and the people concerned may include the device owner, users and other people whose data is stored on the device.
6.3 No special-category or highly sensitive data is expected unless expressly agreed after an appropriate assessment.
6.4 You must not provide data outside the agreed scope. You must promptly tell us about legal, regulatory, safeguarding, confidentiality or residency requirements that affect the service.
7 Consumer cancellation and mandatory rights
7.1 A consumer entering a distance or off-premises contract will normally have 14 days from contract formation to cancel, subject to the statutory exceptions. The Consumer Terms explain how to cancel and include the model cancellation form.
7.2 If you expressly request services to start during that period and later cancel, we may charge a proportionate amount for services supplied up to cancellation. The service cancellation right is lost after full performance only where the statutory request, consent and acknowledgement requirements have been met.
8 Suspension, cancellation, termination and offboarding
8.1 Suspension, termination, non-payment, material breach, insolvency and their consequences are governed by the applicable main terms and the Order. We may pause work where required information, access, approval, cooperation or cleared payment is missing.
8.2 You may ask us to stop before completion, but work properly performed and authorised third-party commitments remain payable, subject to consumer cancellation rights and mandatory remedies. Any unearned balance will be dealt with under the main terms.
9 Service standard, remedies and limits
9.1 We will perform the service with reasonable care and skill and materially in accordance with the Order and this Service Schedule. Goods and Digital Content must meet the standards that mandatory law requires.
9.2 Any stated response, completion or resolution time is a target, not a guarantee, unless the Order expressly calls it a guaranteed deadline.
9.3 Technology, design and troubleshooting involve dependencies and uncertainty. We do not guarantee a particular commercial, security, ranking, performance, recovery or compatibility outcome unless expressly stated as a guarantee in the Order.
9.4 If the service does not meet the required standard, applicable correction, repeat-performance, price-reduction, repair, replacement, refund and other remedies in the main terms and law apply. Nothing in this Schedule excludes liability that cannot lawfully be excluded or limited.
9.5 Liability limits, insurance, complaints, dispute resolution, governing law, force majeure and other general matters are governed by the applicable main terms.