Remote Support Terms and Conditions

Remote Support Terms and Conditions (UK – Sole Trader / Consumer Use)
Last updated: 30/03/2026

These Terms and Conditions apply to remote technical support services provided by Pearlywinks Craft Supplies ("we", "us", "our") to consumers ("you", "your") for assistance with the installation and troubleshooting of Atelier by Pearlywinks.

By allowing us to remotely access your device, you confirm that you have read, understood, and agree to these Terms and Conditions.

1. About Us
We are a sole trader operating under the name Pearlywinks Craft Supplies.
Contact: Admin@pearlywinkscraftsupplies.com

2. Scope of Services
We provide remote assistance for:

Installation and setup of Atelier by Pearlywinks
Basic troubleshooting related to installation

Remote support is delivered using Microsoft Quick Assist.
You must ensure that Microsoft Quick Assist is installed and accessible on your device prior to the session.

This service is limited to the agreed session and does not include ongoing IT support or unrelated technical work.

3. Consumer Rights
Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015.

We will:

Provide services with reasonable care and skill
Perform the service within a reasonable time

4. Consent to Remote Access
By granting remote access via Microsoft Quick Assist, you:

Give permission for us to view and control your device
Confirm you are authorised to grant such access
Understand you may end the session at any time

5. Data Protection and Privacy (UK GDPR)
We comply with UK GDPR and the Data Protection Act 2018.

We only access data necessary to provide the support service
We do not intentionally access or retain personal files
Any data viewed is treated as confidential
No access is retained after the session ends

You are responsible for backing up your data before the session.

6. Risks and User Responsibilities
You acknowledge that:

Remote access via Microsoft Quick Assist carries inherent risks
System changes may affect performance

You agree to:

Ensure Microsoft Quick Assist is installed and working before the session
Back up important data
Follow reasonable instructions

7. Charges and Payment (if applicable)
This service is provided Free Of Charge.

8. Limitation of Liability
We are responsible for foreseeable loss caused by failure to use reasonable care and skill.

We are not responsible for:

Unforeseeable losses
Business losses
Third-party software issues
Pre-existing faults

Nothing excludes liability where unlawful.

9. Third-Party Software
Atelier is a software provided by Pearlywinks Craft Supplies.

10. Termination of Service
Either party may terminate the session at any time.

11. Changes to These Terms
Latest version will always be available on our website.

12. Governing Law
England and Wales.

By allowing remote access via Microsoft Quick Assist, you accept these Terms.

This Privacy Policy explains how Pearlywinks Craft Supplies (Pearlywinks) ("we", "us", "our") handles your personal data when providing remote support services.

1. Who We Are
Sole trader providing remote support services.
Contact: Admin@pearlywinkscraftsupplies.com

2. What Data We Collect

Name and contact details
Support request information
Basic device information

Remote Sessions:
Support is carried out using Microsoft Quick Assist. During a session, we may temporarily view information displayed on your screen. We do not intentionally access personal files unless required.

3. How We Use Your Data

Provide remote support
Communicate with you
Maintain service records
Meet legal obligations

4. Lawful Basis

Consent
Legitimate interests
Legal obligation

5. Remote Access and Data Handling

Sessions occur only with your permission via Microsoft Quick Assist
You can end the session at any time
Sessions are not recorded unless agreed
We do not retain access after the session
We do not store data from your device

6. Data Retention

Financial records: up to 6 years
Support communications: only as necessary

7. Data Sharing
We do not sell your data.
We only share where legally required or for payment processing.

8. Data Security
We use secure tools (including Microsoft Quick Assist) and reasonable safeguards.

9. Your Rights
You have rights to access, correct, delete, or restrict your data and to complain to the ICO.

10. Third-Party Software
We are not responsible for third-party software privacy practices.

11. Changes to This Policy
Latest version will always be on our website.

12. Contact
Admin@pearlywinkscraftsupplies.com