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Operating Terms and Conditions
Click on the links below to see terms related to the products and services we offer.
Call-Outs and Site Visits
Repairs
Upgrades
Spares
Pricing of Services
Payment
New Terms for Domestic Customers - December 2007
Due to the high levels of demand placed on our engineers we have had to make major changes to our policy regarding domestic callouts, repairs and support.
We have always maintained a policy of quoting prices for domestic work inclusive of VAT, so if we say £50, it is £50, including the VAT if you are a domestic user and plus VAT if you are a business user. This has effectively meant a lower charge rate for domestic work which is no longer sustainable. In addition the increase in fuel costs means we also have to increase our callout charge.
We wish to continue to support domestic clients but this has meant that we have had to alter our pricing policy as follows:
All jobs start at our hourly rate plus VAT and are charged per half-hour thereafter.
All callouts are charged at our new callout rate commencing December.
Callouts are charged PER VISIT if the customer requests the visit.
If the visit requires a return, i.e. a pickup and a drop off, the drop off is included.
Lost visits/no-shows/late cancellations charged half an hour + callout.
Standard Costs for jobs that include reinstall and Data Transfer are quoted on the basis that all factory-supplied software is provided to us by the customer together with legitimate product keys where appropriate. If software keys or software are provided that the software manufacturer deems to be invalid or illegal, the customer will be given the opportunity to purchase a legal license. The customer will be liable for the cost of this license plus any consequential time used in obtaining and installing the legal software. Should the customer choose not to purchase a legally licensed product they will still be liable for the full cost of the job.
Data transfers are based on transferring/restoring 1 Mail Account, factory default software & the My Documents folder. Additional accounts/data/software will be charged based on time taken.
All additional work is charged on the hourly rate per half hour.
Additional work and lost time resulting from the failure of other suppliers, i.e. broadband service providers, telecoms, etc. will be charged at standard rate or a chargeable return visit must be arranged.
Additional work involving the transfer/install of software, data not contained in “My Documents” folder, multiple accounts, etc. will be charged.
Additional work resulting from hard disk failures/data loss will be charged.
Unfortunately this may lead to some work becoming less cost-effective for domestic users with more than one user account, complex installations or problems resulting from previous work done badly by other repairers. We must maintain our high quality of service so it is no longer possible to absorb additional time resulting from unforseen or undisclosed circumstances.
Call-Outs and Site Visits
Callouts are charged on a scale fee basis within the local area. Beyond this area call-outs are charged per half hour driving time at our traveling rate.
Any customer requesting a site visit for any purpose whatsoever may be charged for the callout plus time on site at
the usual rate.
Where customers request a visit regarding new business or request a particularly large job we may, at our discretion, choose to waive the fee.
Repairs
On-site repairs are charged with a minimum charge of one hour plus the callout charge.
Repairs carried out at our office are subject to a minimum charge of one hour.
Where faults are caused by software problems we reserve the right to erase all
data from the disk and reinstall software from scratch.
If this action is required the customer must supply legitimate copies of all operating system
and application software together with license agreements and serial numbers.
Where the customer has additional data on the disk or a specific system configuration (such as an internet
connection or e-mail data that must be retained) we may preserve this data and/or configuration at the customer’s request but the additional cost of
doing so will be passed on to the customer at the hourly rate when the job is complete.
Upgrades
Upgrades will be carried out for a cost of one hour for all customers, whatever the upgrade.
Where we supply the goods these will be charged at our usual price.
Customers are welcome to source goods elsewhere for upgrades (e.g. second hand goods, or where
better pricing or availability terms are available).
Where customers supply goods for upgrade any extra time taken because of unsuitable or non-functioning
goods will be charged at the hourly rate.
Spares
We maintain a stock of spare components for spares. Where an unusual spare part is required,
e.g. an obsolete or particularly advanced part, there may be an additional charge of up to £20
for carriage and processing of special orders.
Pricing of Services
All estimates and prices exclude VAT.
Payment
Unless you have an agreed credit account with us, all charges are payable on completion. Late or overdue
invoices may be surcharged in accordance with the law and non-payment will always result in legal action.
All goods supplied by us remain our property until paid for in full. We may require part or full payment
in advance for large volumes of goods or services.
TERMS:
All orders are accepted and goods supplied subject to the following terms and conditions.
No receipts will be issued against payments unless specifically requested.
Prices
All prices are subject to change without notice. Unless otherwise agreed in writing, all orders are executed subject to prices ruling at the date of dispatch and no price list of the company, whether published or not, shall affect the right of the company to charge for goods in accordance with this clause. In the event of any variation or suspension of orders through the buyers' instructions or lack of instructions, prices may be increased to cover any extra expenses thereby incurred by the company. Value added tax will be charged at the rate applicable at the date of invoice.
Orders
Orders sent in confirmation of web or telephone instructions should be clearly marked as such, otherwise any additional expense incurred as a result of duplication of orders will be payable by the buyer.
Goods are not supplied on a trial basis. Customers are responsible for verifying suitability and compatibility of equipment before purchasing it. All equipment with variable configuration is supplied at a default configuration (taken to mean ISA, 3.5" HD diskettes, PC/AT compatible etc.) unless specified otherwise in writing or so requested. All software items supplied are subject to Manufactures licensing agreement the seal must not be broken if the conditions of the license are not acceptable.
Cancellation
Acceptance of cancellation of an order shall be at the discretion of the company and any such acceptance may be subject to payment by the buyer of a cancellation charge, representing the company administrative costs involved. In certain instances where the company has spent considerable effort in obtaining goods specially requested for by the customer, the company may decide at its discretion not to allow cancellation of such order.
Delivery
Delivery/installation dates are given in good faith by the company to indicate estimated delivery/installation times but shall not amount to any contractual obligation to deliver at the time stated. The company will accept no liability for direct or consequential loss or damage arising from delay in delivery.
Title
The company and the buyer agree that until the company has received fully cleared payment for the goods:
a) Property in the goods shall remain with the company and the buyer shall hold the goods as a bailee and be fully accountable to the company in respect thereof until such time as payment in full has been received by the company for all goods supplied.
b) As bailor of the goods, the company, by its employees or agents, shall (without prejudice to the buyers continuing fiduciary obligations) be entitled to enter upon or into any land, buildings or vehicles where the goods, delivered to the buyer under this contract together with any interest or any other sum payable in respect of the goods under this contract, or part of them, are situated or are reasonably thought to be situated, to retake possession of the same.
Carriage
All prices quoted for goods will include carriage charges. Any damage to goods in transit, or shortages, must be notified to the carriers immediately and to the company within 24 hours of receipt. Packaging and contents must be held for inspection.
Returns
A Return Merchandise Authorisation (RMA) must be obtained from the company prior to returning any item. The returned item must be accompanied by the relevant invoice / delivery note. The company accepts no responsibility whatsoever for items returned without a RMA and the relevant invoice / delivery note. Unwanted items returned for refund or exchange, for whatever reason, will be subject to a restocking charge of £20, or 20% of the purchase value, whichever is greater. Software items will not be accepted for return unless the goods are faulty or the shrink-wrap or copyright seal is intact. Items returned as faulty but found to have no fault will incur a handling and testing charge of £20, or 20% of the purchase value, whichever is greater. All packaging material must be retained until the goods are fully tested and functional. If for any reason the goods are returned, they must be returned in their original packaging material. All warranty repairs must be returned in the original packaging.
Warranty
(1) UK Mainland: The company does not manufacture the goods (or where the goods comprise computer software does not publish the software) and subject to the conditions set out below the company sells the goods with the benefit of the manufacturer's or publisher's warranty(as the case may be).
a) The company will repair or replace, at its discretion, faulty equipment, it will be the customer's liability to pay carriage charges for returning goods to the Company's premises.
b) All goods are covered by a 12-month repair warranty for parts and labour only from the date of purchase. All subassemblies which require fitting into other equipment are covered by a 3 month repair warranty for parts and labour only from the date of purchase, provided that the item is correctly installed by a qualified technician. Repairs are made on a best effort basis.
c) In cases where the equipment manufacturer offers on site warranty*, the buyer will be responsible for contacting the manufacturer or its agents directly to obtain the services required unless explicitly stated in writing by us. The company will not be held responsible for the failure of the manufacturer or its agents to carry out the necessary repairs. In such cases the equipment can be returned to the company for normal warranty repair.
(d) Non UK Mainland The customer will be responsible for all carriage / customs charges to get the defective equipment repaired / replaced under warranty.
Customers requiring continuous use of their equipment are strongly recommended to undertake an on-site maintenance contract.
(e) The company does not replace any faulty items in advance without first being able to examine the faulty items for themselves.
(f) Except where the buyer is dealing as a consumer (as defined in the Unfair Contract Terms act 1977 Section 12) all other warranties, conditions or terms relating to fitness for purpose, merchantability or condition of the products and whether implied by statute or common law or otherwise are excluded.
(g) Any special needs by the buyer from the company must say so in writing as to what specifications or standards the buyer requires.
(h) Damage caused to any returned goods which is due poor packaging is the responsibility of the buyer.
(i) The company shall have no liability whether in contract, torn (including negligence) or otherwise to its customers for any loss, damage, costs, claims or liabilities whatsoever incurred or suffered by and customer which relate or are attributable either directly to any goods supplied by the company to the customer not being year 2000 compliant.
Consequential Loss
The company's liability will be limited to the value of the goods only and not for any consequential damages or losses howsoever caused.
Where the company supplies driver disks for the purpose of loading drivers for various hardware devices it is the responsibility of the buyer to check for any viruses that may be on the disks before they load them to there machine, we cannot be held responsible for any loss of business due to viruses on drivers or any software.
Force Majeure
The company shall not be liable for any delay in or failure to perform any of its obligations hereunder if the delay or failure is due to causes outside the reasonable control of the company.
Legal
These conditions and the agreement to which this document relates shall in all respects be constructed and operate as a contract in conformity with Scottish law.
* On-site warranty applies to UK mainland only (N.Ireland, Scottish Highlands, Channel Island etc., excluded).
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