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Terms & Conditions and Operating Policies

Hours of operations:

We operate working hours of Mon-Fri 9.00-5.30. During these times it is possible to contact us via telephone, mobile (texts) and on the door stop. We encourage customers to call before arriving as we are on occasions out on call for business customers and on emergencies. As is normal on occasions we are on holiday and will be unable to take calls or assist until normal operation resumes.
We do not offer collections, drop offs or phone support outside of normal working hours. Our hours are clearly visible on the front door and on the website. Please do not ask to collect your equipment after 5.30pm, and unfortunately we do not respond to texts outside of normal hours.

Computer Repairs

Computers are complex consumer devices are there are literally thousands of different makes and model on the market. Whilst we aim to provide the best quality of service we can, we are also under pressure to provide the lowest price possible. Ultimately we are here to help and we aim to fix your problem. Unfortunately due to complexity and the wide range of computers and parts around delays maybe experienced. Parts can take 5-10 days to arrive, and to keep prices down we only keep the most regularly used parts in stock. Old machines, rarer machines and older parts will and do take longer to acquire, sometimes they are not available at all. Old parts are sometimes more expensive too. This is why we quote up front first to give you the best available information.

Timescales and Delays

Whilst we will try to provide a timely service, we can not control the time our suppliers take to provide parts, and the time the post office takes to deliver them. We do not accept any liability for your losses due to delays. It is the customer’s responsibility to have the suitable backup systems to enable you to continue to function. Backup memory sticks are available from Ł10, phones with email are available from Ł10 per month. It is the customer’s responsibility to ensure that failure of one device does not impair your business, arrangements or finances. We regret any delays that may occur and will do our best to minimise them but we will not offer refunds partial or otherwise due solely to delays.

Software and Loss

In order to repair a computer it is often necessary to reinstall the Operating System. This is called Windows. This is a reliable way to get a computer to function again. This is industry wide practice, and means that your computer will be wiped of all previously installed programs. Due to copyright protection measures and the way software is written it is not possible or practical to ‘recover’ programs and reinstall them automatically. They must be reinstalled from the original CDs or DVDs using the Product Key. If you have never had a CD, DVD or Product Key then it is possible that you have been using pirated software illegally. This sometimes happens when you buy a second hand computer or you buy online from a small vendor. The most popular package customers worry that they have lost is called Microsoft Office. This includes Word and Excel. Customers often mistakenly think that this package is free. It is not free, and does not come “with the computer”, although it is sometimes purchased as an add-on with a product key (and disk). It costs normally at least Ł100, and can cost closer to Ł300 for business versions. It is the customer responsibility to maintain copies of their software disks and product keys to enable reinstallation after the Operating System (Windows) has been reinstalled. We will happily install a similar package called OpenOffice which is compatible with Microsoft Office files, and comes free, but it is not the same program. We accept no responsibility for loss of your software or files. It is the customer’s responsibility to backup your files, and take care of your program disk and product keys.

Communication

Whilst we endeavour to provide good communication through email, phone and text we can not guarantee response times. We aim to get you a quote in less than 48 hours (working hours) but can not guarantee this. We do have busy periods are during these times we will do our best to provide timely service but service can vary. We will try our best to keep you up to date with texts messages.
During particularly busy times we may not be able to answer, or our texts messages maybe become abbreviated or shorter in response. We aim for communications to be well mannered but during busy periods in order to keep up with demand message may become brief.

Cancellation & Returns

If you accept the quote that is offered you then you have entered a legally binding agreement to pay for the services provided. Should you choose to the cancel the work agreed then you will be charged a minimum of Ł35 cancellation charge. Should you pick up, pay for the service delivered then you have a limited time to reject the service and return the goods for corrective action. If you keep the goods and do not return them promptly then legally you are deemed to have accepted the service/goods and under consumer law you have relinquished your claims to a refund. It is the customer’s responsibility to find the best price available before accepting our quote. If you accept our quote we will not make adjustments to the price after the agreement has been made. This is a labour intense service industry and not a retail environment and as such unfortunately we can not and do not provide supermarket “price match” offers or refunds.
Due to the complex nature and operation of computers and their wide variety of use it is not always possible to fix a problem at the first pass. It may be necessary for you to return the computer a second time, or perhaps call us for additional instructions. We will help as appropriate in these circumstances. We aim to resolve your problem. The customer needs to be aware that this might be necessary. Different people have different ways of using their computer and it can take further communication to resolve problems or any miscommunications/misunderstandings that might have taken place. Whilst we will try to solve your problem first time we do not accept that any liability or costs, or compensate for inconvenience for customers having to call us again or return to our premises to resolve the problem. Lost time and transport costs to our premise are entirely the responsibility of the customer. If you have elected to travel long distance to use our service it is the customer’s decision to do so and we can not guarantee one hit resolution to your problem. We aim to resolve your problem as quickly as possible but due to complexity sometimes it takes a little bit longer.

Free Service

On occasions we may offer you a free service. For example, to install OpenOffice. Whilst we offer free services we accept no responsibility for loss or inconvenience caused by the use of this free service. We also reserve the right to retract the free service or its provision at any time. For example, if we provide free hosting for your website there may come a time when this is no longer practical or cost effective to provide and the service maybe withdrawn, where possible we will communicate with in advance.

Lost Passwords

After a Windows reinstallation it will be necessary for customers to re-input some settings and passwords on their computer. You will likely need the encryption key for your modem to enable wireless internet. It is the responsibility of the customer to know their own security encryption keys. We will attempt to advise but restoring your wireless connection is not under the remit of the repair. You may also need some passwords, for example, to access your email. Modern software often ‘remembers’ passwords and unfortunately sometimes this means customers might not remember their password anymore. Unfortunately this is the responsibility of the customer. We can not be held responsible for loss of password for any customers services. Passwords are security related and as such can not be routinely or automatically recovered or restored. The customer is advised to contact their email or service provider for any lost passwords and to follow their service proceeds. We can not provide this service for you as providers will not talk to third parties.

Data Recovery

We offer data recovery services and in most instances this is successful. However, sometimes there is nothing we can do to help and because computers include moving parts that wear the situation may actually get worse during our attempts and investigations (though this is very rare). We do not accept responsibility for any loss financial or otherwise due to data loss. It is the customers responsibility to backup data regularly.

Information

This information is available in store printed and is updated regularly.