Terms of Live Remote Session
Paid remote intervention — member-only service
These terms apply to the Live Remote Session service only.
They do not apply to standard non-urgent support questions submitted through the portal, which are covered separately under your membership.
Looking for standard member support?
Active membership gives you access to MyFloat support routes. You can submit non-urgent support questions through the portal at any time — there is no per-question charge for standard support. The knowledge base and technical guides may also resolve your issue before any escalation is needed.
What is a Live Remote Session?
A Live Remote Session is a separate, paid, member-only service where a MyFloat engineer connects directly to your system or speaks with you in real time to investigate and resolve a specific technical problem. This is not standard support. It is a structured, scheduled real-time intervention for issues that cannot be resolved through standard written support channels.
Flat Session Fee
The £99 flat fee covers the Live Remote Session service only. Standard non-urgent support questions are a separate, included part of your membership and do not trigger this charge.
Terms & Conditions
1. Service
A Live Remote Session provides real-time remote intervention by a MyFloat engineer via screen share, remote access, or phone. Sessions are used for specific, scoped technical problems where real-time interaction is required. General support questions, advice, and non-urgent issues should be submitted through the standard portal support route.
2. Availability
Live Remote Sessions are not available on demand. Availability is controlled by MyFloat and subject to engineer schedule. After your request is submitted and payment received, MyFloat will contact you to confirm a session time. Sessions are typically available on weekday evenings and weekends. MyFloat cannot guarantee same-day availability.
3. Payment
- The flat fee of £99 is payable in full before the session is confirmed.
- Payment is processed securely via Stripe.
- Payment of the fee constitutes acceptance of these terms.
- Any billing queries must be raised within 48 hours of the payment date.
4. Technical Requirements
Depending on the issue, the session may require:
- A stable internet connection
- Remote access software (guidance provided when required)
- Your permission and availability throughout the scheduled session
5. Scope & Limitations
A Live Remote Session addresses software configuration, diagnostics, system settings, and operator guidance. It cannot address hardware faults requiring on-site presence. MyFloat cannot be held liable for data loss during remote access — please back up any important data before the session begins. If the issue is determined to require an on-site visit, MyFloat will advise accordingly.
6. Cancellation
If you need to cancel or reschedule a confirmed session, please contact support@myfloat.co.uk as soon as possible. Cancellations with less than 24 hours notice may not be eligible for rescheduling. Refund eligibility is subject to the MyFloat Refunds & Returns Policy.
7. Governing Terms
These terms apply in conjunction with the MyFloat Terms of Engagement. In the event of any conflict, these service-specific terms take precedence for the Live Remote Session service.
Accept Terms & Request a Live Remote Session
Complete your details and confirm both statements below. This creates an auditable acceptance record tied to your request.
Your details are stored securely and used only to process this request.
Questions? support@myfloat.co.uk