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Terms

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Terms & Conditions:
We’re sure you’ll agree these are fair, but if you are unsure email us to clarify any doubts you have, or any points that are unclear.

  1. No-Fix-No-Fee
    If our engineers do not have the necessary technical knowledge or ability to resolve the problem or effect the repair, then no charge is made to the customer. Except where an out-of-hours callout is made.
    If our engineers are able to fix the problem or make a repair, but is only stopped from doing so by the customer requesting our engineer not to proceed, then the customer is charged for the engineer's time spent to that point. Subject to at least our 1 hour minimum callout charge. (Currently £30)
    If you use our pick up and return service and we cannot fix or repair your specific problem, you are ONLY liable for the £10 pick up and return fee.
    If our engineer is able to fix the problem, or make a repair, but is prevented from doing so because the customer does not possess the required software whether on CD or DVD or any kind of media, or Product Key, then the customer is charged for the engineer's time spent to that point. Subject to at least our 1 hour minimum call out charge.(Currently £30) We WILL NOT install non-genuine copies of software.
    If our engineers provide a precise diagnosis of a failed component or problem, and the customer decides not to proceed with a solution, then the customer is charged for the engineer's time spent to that point. Subject to at least our 1 hour minimum call out charge.(Currently £30)
    The policy does not include work related to data recovery, computer spyware or virus  problems or to cases in which the computer has been struck  by lightning.

    Laptops we are unable to fix are charged at: No-Fix-Small-Fee. There is a £15 charge for any laptop we are unable to fix, in addition to any pick up and return fee.
     
  2. Call Outs
    If our engineer has already arrived at your house and you decide they are no longer needed, then a small callout fee is levied to cover  our costs. (Currently £15)
    If you decide that you no longer need our engineer, please call a minimum of 30 minutes before they are due to arrive and there will be no callout fee. Except where the callout is out of hours. Subject to our minimum out-of-hours callout fee. (Currently £50)
     
  3. Goods & Services
    ALL goods and services remain the property of Highland PC Doctor until paid in FULL
    You may not sell, lend, lease or rent any components or equipment provided to you by Highland PC Doctor until they are paid for in FULL.
    ANY laptops or PC’s lent to you by Highland PC Doctor MUST be kept in a safe place and returned UNDAMAGED. ANY damage will be charged back to the customer at cost plus 20% of repair cost. Loss of a laptop, PC, or any equipment will be charged at full replacement cost, of computer plus software.
    Any software package specially ordered by the customer and then opened CANNOT be returned. Please DO NOT open software packages unless you are absolutely sure you want them as refunds CANNOT be given.
     
  4. Advice
    Any advice on parts and software should be accompanied by as full a specification of the computer it is going in as possible. A minimum of the following: Make and model of computer, service tag number(if applicable), motherboard model(if relevant), graphics card make & model, sound card make & model, installed RAM, hard disk size. If you don’t know any of these, please arrange for us to visit and we’ll attain all the information for you. Visit subject to at least our 1 hour minimum call out charge.(Currently £30)
     
  5. Payment
    We currently accept payment for home users by Visa, Visa Debit, Visa Electron, Switch, AMEX, MasterCard, Maestro and Solo (via our mobile Chip & PIN machine), cash and money transfer (internet banking) only. Business users can pay by all the previous options, plus cheque (invoicing), BACS and CHAPS. Payments by residential or home users MUST be made in full as soon as the work is completed. If you have supplied us with an email address, we will forward a copy of the paid invoice to you for your records. If you refuse to make payment, we will hold your equipment until payment is made in full. If a cheque is declined by your bank, you agree that ANY reasonable cost incurred by us because of your non payment will be reimbursed to us by you.

    WHY don’t we accept cheques for home users? Cost is the main reason - unlike residential bank customers it costs a business money for each cheque we deposit, PLUS each time we step inside the bank to make a deposit/payment. It really is significantly cheaper for a business to accept payments via bank transfer/cash from a residential customer.
     
  6. Your Equipment
    We are not liable for the cost of replacing any of your equipment if it fails, ceases to work or function, breaks down or otherwise, unless it is due to negligence on our part. Even then you agree that the limit our liability is to the replacement cost of the failed part only. If your equipment is in such a poor condition that we believe it may fail while we work on it we may refuse to work on it.
    We agree to keep your equipment in a safe and secure environment while we have it in our possession.
    Older hard disks are much more prone to failure after 4 years, it is your responsibility to back up your information before giving us your computer to work on. We will not back up your information UNLESS you ask us to(excluding Hard Disk upgrades).
    It is IMPORTANT that you tell us of ANY and ALL problems you are having on your PC/Laptop, this will lead to a faster diagnosis of the underlying problem, (seemingly unconnected problems can have the same root cause) and will lead to a lower costs to you.
    If we are working on the inside of your computer we will normally give the inside of the case a quick clean with compressed air to clear any dust / debris out from the cooling fins of the heat sinks and fans. If you do not wish us to do this pleas tell us.
     
  7. Virus / Malware / Spyware Removal

    If your PC or laptop is having virus / malware / spyware removed, some data loss may occur depending on the types of infections, plus some programs may stop working. We are not liable for any lost data, or programs failing to work / operate, during the above removal procedure. If you choose to set a time limit on our work and we cannot remove all infections, our No-Fix-No-Fee policy will NOT apply. Once we have completed virus / malware / spyware removal we may install a third parties free virus software, in order to help keep your system virus free, we will ONLY do this if you do not currently have an up to date, working current antivirus solution installed on your computer. It should be noted that we do not receive any form of remuneration or reward from the program vendors, and it does not constitute a recommendation of the program from us. It should also be noted that the free antivirus solution may require manual updating of it’s antivirus database.
     
  8. Network Installation (Wired)
    We normally subcontract fully time served electricians to do the cabling part of our installations for us, we find them to be quicker and more efficient. Please note that we pass the direct cost of this on to you, we DO NOT add on a sub contracting fee or levy to you. Their schedule of work may not coincide with ours, so please allow for this during installation.
     
  9. System Building
    Any system that we build comes with a full years warranty for parts and labour, plus 90 days of software support, unless otherwise stated, including the operating system and any office application.
    If you want us to build a system for you from parts that you have provided, our warranty will be limited to our labour ONLY, parts warranty will lie with your original retailer/seller of your parts.
    We CANNOT legally install ANY Microsoft OEM operating systems on a system that we don’t sell on to a third party. This means that unless the parts you supply come with anything other than a, FULL or UPGRADE retail version of Windows, unfortunately we cannot install it on your system due to Microsoft’s licensing terms for OEM System Builders.
     
  10. Warranty
    Any computer systems that we build come with 1 years warranty, including parts and labour (Does not include systems built from parts that you supply - ONLY labour covered). Our warranty does not cover accidental damage, or misuse. You will be charged according to our current standard labour rate and parts replacement value if the component that has failed is due to misuse or accident damage, we will of course inform you about our findings and act on your instructions. Warranty does NOT cover over voltages from mains electricity, or damage from lightning. If your system is or has been ‘overclocked’ the following parts are NOT covered in our warranty: system memory(unless manufacturers warranty specifically covers overclocking), CPU, motherboard, any data loss as a result of overclocking.

    Second hand parts come with 30 days warranty from the date on the invoice, plus 60 days labour warranty covering us to remove the faulty part and replace with new/second hand part
     
  11. Invoicing For Businesses
    All business customers will receive an invoice as soon as any work has been carried out, or any parts/software etc have been delivered. Our normal terms for businesses are 25 days from the date of the invoice. If payment is not made by then, or you invisage cash flow problems PLEASE PHONE US!!  We like to know if you need more time to pay, and we really are quite reasonable in this situation, and are well aware of pitfalls in the supplier - retailer- customer chain!

    If you are unsatisfied or unsure of an item on your invoice let us know AS SOON AS POSSIBLE, in order for us to rectify or explain it to you.
  12. Parts
    Any parts specially ordered for a repair, cannot be returned for a refund, e.g. motherboards / LCD screens/ cables/ etc.,  we will charge you only the trade price we pay for a part if a repair is not completed fully: IE if another part has also failed and you no longer want to proceed with the repair for cost reasons.
     
  13. Uncollected or Unpaid for computers / parts / devices /items /laptops /etc.
    Any computers /parts /devices /items /laptops /etc. Not collected after 6 months will be sold, recycled or scrapped.  Moneys raised from this will be put against any outstanding amounts currently owed to us, by you.
  14. Travelling
    We currently charge £0.55/mile for travelling outside our catchment area. Our catchment area is defined as: A 25 mile radius, ‘as the crow flies’, from our workshop located in Avoch, IV9 8PS. Our pick up and return service is currently charged at £15 if you’re within our catchment area.
  15. Law
    At all times we agree to be bound by the laws of Scotland. E & OA
     

We believe our terms to be fair to both you and ourselves, but if you are unsure about ANY aspects, please contact us and we’ll be glad to help.

Copyright© 2008 Highland PC Doctor