TERMS AND CONDITIONS – OUR AGREEMENT
In these terms and conditions, references to “we” and “us” are to IT Repairs Ltd (Computer shop).
By using services provided by IT Repairs Ltd you are entering into a contract with us. The terms below set out our obligations to you and what you are agreeing to.
IMPORTANT: You are responsible for ensuring that you have backed up all data on your computer before we access your system. We will not be responsible for any loss of data, pictures, information or programs on your computer.
If you have not made any backups of your data then we can do this for you. Please contact us as soon as possible to arrange for your data to be backed up before we start work on your computer. Please note, mechanical failure of your hard disk or other components inside your computer can occur without warning during our intensive diagnostics. Virus and malware infections can also damage your data and could lead to unpredictable problems and could result in data loss.
For some jobs, we may need to re-install your operating system. This involves wiping your hard disk clean and re-installing the operating system back to the point when your computer was first purchased. We will contact you prior to doing this but if you require your data to be backed up prior to the wipe and restored back to your computer once the operating system has been re-installed please let us know. There will be additional charges associated with this service.
If you book an on-site mobile repair technician appointment we will need the following at the time of appointment:
· Full access to the equipment being repaired. Electricity mains power & Lighting
· Your agreement to follow our reasonable instructions
Your computer system should have a valid Windows operating systems or Apple OS X operating system installed. If you have not, we will need to purchase and install a retail version of the relevant operating system for your computer. Additional costs and time will be involved.
We are unable to work on unlicensed operating systems.
Some issues are not able to be resolved remotely but we will use reasonable amounts of skill and care to resolve problems you have requested us to do. It may be necessary for your computer equipment to be delivered to our workshop to resolve your problem but we will talk about all available options at the time of the remote repair session.
LIABILITY EXCLUSIONS
Although we do not have specific knowledge of your computer configuration we will attempt to minimise disruption to your system as much as we can but we cannot be responsible for any unforeseen issues that may arise from any of our services.
Please note that if your computer system or equipment is under manufacturer warranty our services may affect manufacturer warranty validity. It is your responsibility to assess the effect of our services on any manufacturer’s warranty.
We cannot be held responsible or liable to any service performed for you regarding:
· Any loss data, data corruption, loss of images, documents or information
· Any financial loss, or loss and interruption to business or contracts
· Any failure by you to follow our reasonable recommendations or instructions
· Any losses or issues you may suffer due to your use of (or failure to use) any anti-virus software
· Any loss that is not reasonably foreseeable.
Unless stated, all non-trade services carry a one year warranty on new parts. If in the unlikely event same problem happens that we have fixed or any fault which is related to the service provided we will either try again to fix the problem at no extra charge or, if we cannot fix the problem, we will refund your payment in full for the services performed. This excludes faults caused by the failure of other components after the repair has taken place, or by faults caused due to incorrect use of software or downloaded material, virus and malware infections, or by faults arising from accidental damage or incorrect use of the product.
Limited Warranty
Although we offer a massive warranty for almost all repairs, there are some exceptions where items our standard warranty does not apply. We will indicate to you at the time of repair / collection of repair what items have a limited or exempt warranty. This includes but not limited to the following items:
· GPU / BGA / CPU Reflows – One Month Warranty
· Liquid Damage – No Warranty
For all warranty issues please contact us first for to authorise a return under warranty.
Trade Repair Warranty
Trade repairs carry a maximum 30 day warranty.
Guarantees/warranties are not insurance backed
It can take many hours to fully diagnose your computer. This is a free service we offer to all our residential customers on condition that we repair your device while your device remains on our premises. If you decide to not go ahead with the repair, a nominal diagnostics charge of £19.99 will be applied or if your device is beyond economical repair we are happy to recycle your device in lieu of our nominal diagnostics fee.
Liquid damage items are subjected to a non-refundable cleaning fee before we start any repair/diagnosis to the device. The fee for small devices (mobile phones) is £19.99 and larger items (laptops) £29.99.
Business / Trade Customers will be charged £19.99 + vat standard diagnostics charge.
It can take many hours to fully diagnose and repair your computer and often we need to purchase parts that are required for your repair. If at any time you decide to cancel the repair you will be liable to make payment of any parts ordered for your repair and a calculation of the cost of labour to the maximum of the agreed quoted cost of repair will be charged. We will not release any item back to you until payment in full is received.
Any computer that has been left abandoned for over 180 days will be recycled or disposed if prior arrangements have not been made. It is important that you check your details on your receipt at the time of booking to ensure that we have your correct contact details. We will not be held responsible for any inaccuracies in the details provided. We will make reasonable attempts to contact the customer using the information supplied by the customer as per Torts (Interference with Goods) Act 1977.
Although we aim to get your device repaired / diagnosed as quickly as possible, the service can sometimes take longer than anticipated. We normally aim to diagnose and repair within 3-10 business days but sometimes the repair can take longer. We often have to source parts from outside of the UK and can take several weeks before we receive the parts and clear customs. We will not be held responsible for any repairs that exceed our estimated completion time. We will make every effort to inform you if we expect a delay in our service. If you would like a status update please get in touch with our repair centre or send us a message from our website.
When IT Repairs ltd take on your device for repair there are many situations that we are unable to test for before we start the repair and this disclaimer is in place to protect yourself and ourselves from any potential misunderstandings.
[1] Unforeseen Damage of Malfunction
I understand IT Repairs ltd will be unaware of any other potential problems that could arise as a result of the initial damage or by opening / disturbing the internal logic boards and internal cables during dismantle / repair. This may result in additional charges to cover the costs of parts required to complete the repair. We will endeavour to make you aware of this at the time of repair / diagnosis.
An example of typical faults that can occur with Apple iPhones and iPads as a result repair includes but not limited to:
· Fingerprint Sensor Damage – If your Finger Sensor is damaged please go to Apple.
· Internal Cables Damage
· Internal LCD Screen
· Casing Damage / Bent Chassis
· Front/Back Camera Failure
· Home Button / Lock / Volume / Off button Failure
[2] Parts We Use
For Apple devices, we use THIRD PARTY SCREENS and these are not officially endorsed by Apple. If you prefer an original Apple Screen this can only be undertaken by Apple in Cardiff. For your total peace of mind all our screens are guaranteed for ONE YEAR (Apple only gives 90 days!).
[3] Original Apple Warranty
Apple May refuse to undertake any work on your device if it is repaired by anyone other than Apple. This includes both in-warranty and out-of-warranty repairs.
[4] Waterproof / Water Resistant Devices
To repair your device, we need to physically get inside it which usually means we have to break the waterproof seal (if any). Some items that are classed as waterproof / water resistant may not be waterproof on return to you. If this will affect the enjoyment of your device please only ensure you get it repaired with the manufacturer directly to guarantee a waterproof seal on return.
[5] Liquid Damaged Devices
Any device that is found to have any signs of liquid damage internally will be exempt from any warranties offered. We may still be able to do the repair but due to the nature of liquid damage/corrosion we will not offer any warranty what-so-ever. We will stop working on your device and inform you as soon as we see any signs of internal liquid damage. Only after speaking with you will we continue with the repair.
[6] Your data – includes photos, emails, documents
It is YOUR responsibility to ensure your data is backed up prior to repair. IT Repairs Ltd will not be liable for loss of data whatsoever. We do offer a backup service – please ask for this BEFORE we start the repair.
During the booking in of your computer we will ask you for certain details which we require to perform the service. This includes your name, address, phone numbers and email address. We may also require your administrator password to access your computer to complete our service.
We may record or keep a detailed note of your conversations with our engineers for records purposes.
Items Purchased In-store
For Faulty Items: If a fault occurs within 30 days of receipt, we will offer you a full refund. After 30 days, we will either repair or replace at our discretion. Please return it back to the store you purchased it from with your original receipt of purchase, original packaging and
If you change your mind – If you have changed your mind or your product has been returned as “faulty” but no fault has been found you are not liable to a refund.
Refund Exceptions
Made to order items such as Custom PCs and laptops are exempt will not be refunded if you change your mind.
Software is non-refundable.
Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.
All complaints will be recorded digitally and kept for a minimum of 2 years.
Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact 0333 241 3209 or via their website http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/
