FAQs

You have questions and we have answers! If you don’t see the question you’re asking below, please don’t hesitate to contact us.

Q. What is your hourly onsite rate?

A. Our hourly onsite rate is £85.00 inc VAT per hour. This applies Monday to Friday 9.00 to 18.00.

Out of hours support is also available but is charged at £125.00 per hour inc VAT. Out of hours charges are applied before 9.00 and after 18.00 and at weekends.

Q. Do you charge by the hour?

A. We charge in blocks of 15 minutes and round down to the nearest 15-minute block. This means if we arrive at 13:00 and leave at 15.55 we would only charge you up until 15.45. We’re nice like that! 

Q. Is there a minimum charge?

A. Yes, our minimum charge is one hour and costs £85.00.

Q. Is there a call-out charge?

A. We don’t charge for a call out if you are inside our free zone area (see below). We just bill for the time we spend with you. Nothing else. If you’re outside of our free zones, have a look below for pricing. If you would like a call out further a field please call us for a quote.

Callout Charges

You can view and search our callout zones but visiting this interactive map. Click here to search by post code.

  • Zone 1 – Free
  • Zone 2 – £10.00
  • Zone 3 – £20.00
  • Zone 4 – £40.00
  • Outside of the above zones – £45.00 per hour of travel

Q. Where are you based? How far will you travel?

A. We two shops are based in Brighton, East Sussex and Tunbridge Wells, Kent and we cover all of Sussex and Kent as well as their surrounding counties. We are willing to consider most distances for on-site appointments, so please drop us a line if you’d like us to come to you. In Sussex, mileage is worked out from BN2 and mileage is worked out from TN1 in Kent.

Call-Out Charges

You can view and search our call-out zones by visiting this interactive map. Click here to search by post code.

  • Zone 1 – Free
  • Zone 2 – £10.00
  • Zone 3 – £20.00
  • Zone 4 – £40.00
  • Outside of the above zones – £45.00 per hour of travel

Q. Will you collect and return my Mac for me?

A. Absolutely! You can arrange collection and return of your Mac using our online booking tool. Easy-peasy.

Q. How far in advance do I need to book an appointment?

A. We encourage you to book as far in advance as you can in order to arrange a visit that is most convenient for you.

Q. Do I need to pay for on-site services straight away?

A. If you’re a new customer, we need to take full payment for our visit upon completion, don’t forget that complete means when you’re happy! We can accept debit/credit cards.

Q. What is the best way to make payment for on-site services?

A. Our engineers carry mobile card processing terminals and debit/credit cards as well as cash. Our preferred payment method is debit/credit card.

Q. What happens if I miss your appointment without informing you?

A. If you miss your appointment and haven’t advised us in advance, we will charge you for 60 minutes of our time. If we have agreed travel expenses then these charges will also apply. So £85.00 plus our call-out charges or agreed travel.

Q. Can I cancel my appointment at any time?

A. Absolutely, though we ask for at least 2 hours notice before the appointment start time when cancelling. You will not be charged to cancel your appointment.

Q. What happens if you damage my equipment whilst working on it?

A. The Mac Man and all associates are insured for such events. We have public liability insurance up to £1,000,000.00 and professional indemnity insurance covering us up to £500,000.00.

Q. I need to know my data is safe. Can I trust MacMan to protect this?

A. Your data privacy is very important to us and we give our word that we’ll do all we can to keep it safe. Our policy is to never look at any data in more detail than is necessary to recover or repair it. It’s a tricky grey area and we understand the importance of the issue so we have drawn up a Privacy Document detailing our privacy terms and conditions all GDPR compliant. View them here.