1. Service Definition Audio Support provides specialist technical consultancy for music technology systems. While we use our expertise to resolve issues, due to the volatile nature of software and third-party plugins, we cannot guarantee that every issue is permanently solvable.

2. Booking, Payment & Cancellation

  • Booking: All appointments are managed and scheduled via SimplyBook.me.
  • Payment: Secure payment processing is handled via PayPal. Audio Support does not store or process card details directly.
  • Cancellation & Refunds:
    • More than 12 Hours Notice: If you cancel your booking with more than 12 hours’ notice, we will issue a refund of your booking fee, minus any non-refundable transaction fees charged by PayPal.
    • Less than 12 Hours Notice: Cancellations made with less than 12 hours’ notice are non-refundable.

3. Intellectual Property & The “Knowledge Base”

  • Client IP: You (the Client) retain full ownership of your creative works, including audio files, compositions, and project files. Audio Support claims no rights over your music.
  • Audio Support IP: The methodologies, troubleshooting workflows, bug diagnoses, and technical solutions derived during the session remain the Intellectual Property of Audio Support.
  • Grant of License: By using our service, you grant Audio Support the right to record, document, and store anonymized technical details of the faults and solutions found on your system. You acknowledge that Audio Support may publish these findings (e.g., as Case Studies) or license this technical dataset to third-party manufacturers (e.g., Steinberg, Native Instruments) for product improvement purposes.

4. User Responsibilities

  • You must provide a valid phone number and email for the session.
  • You confirm that you have the legal right to install software and modify system files on the computer presented for support.

5. Limitation of Liability

  • Backups: It is the strict responsibility of the Client to ensure their system and projects are fully backed up before the session begins.
  • Damages: Audio Support is not liable for any data loss, software corruption, or project file incompatibility that may occur during or after the troubleshooting process. We provide “best effort” support based on manufacturer guidelines.

6. Governing Law These terms are governed by the laws of England and Wales.