Last updated: August 2026
These terms are specific to the Quick Tech Check service and apply alongside, not instead of, the general Client Terms of Service and Refund and Cancellation Policy. In the event of any conflict between those general terms and these product-specific terms, these product-specific terms apply.
Quick Tech Check is a done-for-you fix for one named technical problem. Once purchased, you will:
Quick Tech Check covers one clearly defined technical problem, as described at intake. It does not include a general audit of your systems, a review of unrelated issues, or ongoing support beyond the fix itself.
If, in the course of fixing the presented issue, another unrelated issue is uncovered, Gem Roberts is not responsible for diagnosing or fixing that additional issue as part of this service. It will be flagged to you, and can be scoped as a separate piece of work.
If information relevant to the issue was not disclosed at intake, and this affects the diagnosis or fix, Gem Roberts is not responsible for any issue this omission causes or fails to resolve.
If your issue cannot be resolved using your existing platform setup or configuration, and Gem Roberts is able to build a solution using her own tools, code, or resources, she will confirm this with you before proceeding, and discuss with you how you would like it implemented.
Quick Tech Check covers issues within Gem Roberts’ supported tech stack. Some platforms fall outside this scope.
If your issue involves an unsupported platform, this will usually be identified during review of your intake form. Gem Roberts will contact you directly to discuss whether the service can still proceed, be adjusted, or whether a refund is appropriate.
To carry out the fix, Gem Roberts needs secure access to the relevant part of your system. This is usually arranged in one of two ways: you create an account for her directly on the platform involved and send her an invitation, or you share the required login details securely, for example via Bitwarden, ahead of your session.
Access is used only for the purpose of diagnosing and fixing the issue described at intake. Login details are not stored or reused beyond this.
Where credentials have been shared using a method Gem Roberts is able to delete herself, she will remove them once the fix is delivered. Where the sharing method does not allow this, for example some secure-sharing links can only be managed by the person who created them, responsibility for removing access falls to you.
Once you have received your video walkthrough and diagnostic report, it is your responsibility to remove or change any access that was granted for this service.
Your Booking Reference is generated when you submit the intake form and is required to book your Access Call. It links your payment, your submitted issue, and your booking together. Please keep it accessible until your Access Call is booked.
Your Access Call must be booked in 7 days of purchase and taken within 21 days of purchase. If no booking has been made within 7 days and no contact has been received at support@gemroberts.co.uk, payment will be forfeited and no refund will be issued. If your Access Call has been booked but cannot be taken within 21 days due to exceptional circumstances, please contact support@gemroberts.co.uk before the deadline passes and we will do our best to accomodate you.
The fix, along with your video walkthrough and diagnostic report, will be delivered via a link to a Google Drive folder to your email, within 7 working days of your Access Call. Working days are Monday to Friday, excluding UK public holidays.
If you would prefer to use another platform other than Google Drive, please make this known in your Access Call.
If the issue is identified as a platform-level bug or limitation that cannot be resolved through configuration or user-level changes, Gem Roberts will provide a written diagnosis and recommended next steps within the same 7-day window. This constitutes delivery of the service. No refund will be issued in these circumstances, as the diagnostic work has been completed.
Your 14-day statutory cancellation period runs from the day after your purchase Quick Tech Check. This is fixed by law and does not change depending on when you book your Access Call or work by Gem Roberts begins on your issue.
As your service may begin within this period, at the end of the Quick Tech Check intake form, before proceeding to payment, you are asked to expressly request that work begins within this period and to confirm that you understand this waives your statutory cancellation right. This acknowledgement is collected on the intake form and is binding in line with Section 1.1 of the Refund and Cancellation Policy.
If you cancel after work has begun but before it is complete, see Section 9 below.
Once your Access Call has taken place, or access has been granted via Google Chat or Voxer, work is considered commenced, and no refund will be issued.
If you wish to cancel before your Access Call, contact support@gemroberts.co.uk. A partial or full refund, minus payment processing fees, may be offered at Gem Roberts’ discretion.
The 21-day goodwill resolution window set out in the Refund and Cancellation policy applies to Quick Tech Check as it does to other services.
Quick Tech Check delivers a fix to the specific issue presented at intake. It does not guarantee improved conversions, revenue, or customer behaviour, as these depend on factors outside the scope of this service. Where implementation of further recommendations is required beyond the fix itself, this is the client’s responsibility unless purchased separately. See the Services Disclaimer for full terms.
