Clear terms for VIPOAP support

Submitting a request holds or requests a time but does not by itself confirm an appointment. A booking is confirmed when VIPOAP accepts it and any required advance payment has completed. The confirmation identifies the service, date, time, duration and assigned Engineer Partner where available.

Home visits cost £49 for the first 30 minutes, £79 for up to 60 minutes and £109 for up to 90 minutes. Each further agreed 30 minutes is £30. Remote support costs £25 for the first 30 minutes and £20 for each further agreed 30 minutes. New customers pay the booked appointment price securely in advance. Local travel within the confirmed service area is included; any different travel arrangement is agreed before confirmation.

An Engineer Partner explains why more time may help and asks for approval before continuing. Approved extra time is recorded and billed through VIPOAP. Equipment, parts, subscriptions and paid software are separate: the item and price must be approved and paid through the stated secure process before purchase. Never pay an Engineer Partner’s personal bank account for a VIPOAP booking.

You can cancel a VIPOAP appointment without our late-cancellation charge until one hour before it is due to start. A cancellation within one hour or a missed appointment may incur a £15 charge, which we may waive for reasonable exceptional circumstances.

For many service contracts booked online or by phone, consumers normally have a legal 14-day cancellation period. If you ask us to start or complete support during that period, you expressly request early performance. If you then cancel after work has started, you may have to pay a proportionate amount for work supplied; once the requested service has been fully performed, the cancellation right may be lost where the law allows. These terms do not limit statutory rights.

At a home visit, check the Engineer Partner’s branded photo ID and ask any questions before work starts. For remote support, use only the session details agreed through VIPOAP. We do not unexpectedly call asking for access, request passwords or leave permanent unattended access. You can stop a session at any time.

Please provide accurate booking information, ensure an adult authorised to approve the work is present or available, tell us about relevant access or safety needs, and keep important information backed up where reasonably possible. Do not ask an Engineer Partner to bypass security, licensing, account ownership or the law.

Services will be provided with reasonable care and skill. Standard appointments include seven days of workmanship support for the same issue. This additional promise does not replace your statutory rights, which may include repeat performance or an appropriate price reduction where the legal requirements are met.

An Engineer Partner may pause or stop work where identity, consent, safety, safeguarding, security or lawful account ownership cannot be established. General guides and scam-check information are not a guarantee that a caller, message or website is safe and are not a substitute for emergency, medical, financial or legal advice.

Email help@vipoap.co.uk or call 07977 254158 with the booking reference and what you would like us to put right. We will acknowledge the complaint, investigate the service record and explain the outcome and any proposed remedy. Nothing in this process prevents you using any statutory or independent route available to you.