Question 1

How quickly can an IT technician arrive?

Accepted Answer

Usually the same day, across our London coverage area. When a slot is open, an engineer is typically at your door within 2 to 4 hours of booking. Availability is the only limit — so the booking screen shows you the real slots for your postcode before you pay anything, and you know where you stand before you commit.

Question 2

Do you charge a call-out fee?

Accepted Answer

We do not charge call-out fees for standard diagnostics. However, emergency or out-of-hours bookings carry a call-out fee which is transparently shown during booking and is non-refundable once the engineer is dispatched.

Question 3

Do you require a booking deposit?

Accepted Answer

Every home visit starts with a flat £15, which holds your slot. What happens to it depends on where you are. In Zone 4 it comes off your final repair bill in full. In Zone 3 it is a flat travel fee and is not deducted. In Zone 2 and outside London it is a base travel deposit, and any extra travel for the distance is worked out and added to your final invoice — you see that figure before you approve the work. Mail-in and drop-off have no deposit at all.

Question 4

Do you have a "No Fix, No Fee" guarantee?

Accepted Answer

Yes, on hardware repair — laptops, PCs, Macs and phones. If our technician diagnoses your device and determines the fault cannot be fixed, you do not pay a repair fee. It does not cover data recovery (charged for the attempt, with the price and the odds given before we start), consultancy or diagnostic-only requests, monthly plans, or a case where the recommended repair is refused. The full wording is in our terms.

Question 5

Do you cover ULEZ and Congestion Charge zones?

Accepted Answer

We serve all of London, and we never pass the ULEZ charge on to you — we absorb it. The one we cannot absorb is the TfL Congestion Charge (£15), which applies to addresses inside the central London zone between 7am and 6pm, Monday to Friday. If yours is one of them, you see it before you book, not on the invoice.

Question 6

What payment methods do you accept?

Accepted Answer

We take standard credit/debit cards, Apple Pay, Google Pay, and cash. Deposits are secured online via Stripe, and the remaining balance is paid directly to the technician once the work is successfully completed.

Question 7

Will the technician carry identification?

Accepted Answer

Yes. Every Neuro IT technician carries ID and will show it on arrival, so you always know who is at your door.

Question 8

What warranty is provided on repairs?

Accepted Answer

All repairs come with a standard 90-day warranty. If the exact same fault recurs within 90 days due to our repair workmanship, we will send an engineer to resolve it again at no extra cost.

Question 9

Do you offer remote IT support?

Accepted Answer

Yes, for software, virus cleanup, email setup, and configuration issues, we offer remote screen-share support. You can select this option during the booking flow.

Your Questions, Answered

Still have questions?