T&Cs Legal Geek Speak 2018-01-13T14:41:44+00:00

Legal Geek Speak – Terms and Conditions

The terms below set out our obligations to you and what you are agreeing to whenever you agree to let us perform a service or repair.

Please read all the legal stuff carefully and know your rights! Your use of the aGeek services is governed by the following terms and conditions. Please read them carefully. They do not affect your statutory rights.

Our Agreement

In these terms and conditions, references to “we” and “us” are to Ageek PCB Techserv Ltd. trading as “aGeek”. If you have any problems we would recommend you e-mail us at shop@ageek.co.uk however if you prefer to write we can be contacted at: aGeek Customer Services 73 West Bars Chesterfield S40 1BA

By ordering services from aGeek you are entering into a contract with us. The terms below are important and set out our obligations to you and what you are agreeing to.

Services Order Process

When you have selected the services you want we will endeavour to quantify the expected costs to you (The “Quote”).  The total quote will be the price of the services & goods you order.  Our contract with you is not legally binding until the moment we begin to undertake assessment or purchase goods for your job or, in the case of on-site visits, when we set off from our Depot.  You may cancel at any time up to this point.  If you order more than one service each service may be cancelled separately for any reason.

You must allow us:

• at least one telephone number, primarily a mobile, an email address if available and the address of a competent adult;

• a full correspondence address;

• details of someone who is an adult (over 18 yrs of age), who has a basic knowledge of the service required or any problems encountered and if relevant is a person with administrator level access and who is able to give their agreement to follow our reasonable instructions;

• all equipment being serviced and peripheral hardware and any relevant software recovery disk(s) (or other media);

• to have the full and complete history of the damage or problem or job to facilitate a remedy.

Failure to comply may result in extra costs or the voiding of the Contract.

Once work has commenced:

• we will take all reasonable steps to ensure you are kept informed of any discoveries or changes at all stages immediately or as soon as practicable; and

• any physical damage can mean it is unlikely that items can be re-assembled if you do not proceed to repair, and;

• where physical damage is responsible, due to the nature of service or repair work, we may discover problems that were not apparent on first inspection or until the initially quoted repair is completed; and

• further discovered problem may result in a further charge to you for which we do not and cannot accept any liability for; and

• we may have to make the repair as part of the diagnosis process. This is chargeable and irreversible; and

• we will confirm whether the initial quote stands or whether other or further work is required as and when it becomes apparent, and;

• we will confirm whether in our opinion the service is beyond economic repair (BER).

Fees, Payment & Refunds

We accept card payments by Mastercard, Visa, Delta, Maestro but for the up-to-date position please ask in store, subject to type of card.  Payment is due when work commences and payable upon collection.  Any refunds will be made to the credit or debit card used for purchase.  All prices and charges are in UK pounds. They include any VAT payable.

The Client may pay by Acceptable Payment Methods:

ACCEPTED WITHOUT SURCHARGE: • CASH – Bank Of England Notes ONLY • Debit Card (including corporate debit cards) • Fastpay/ Bank Transfer to our Bank

ACCEPTED WITH SURCHARGE: • A 2.0% surcharge on ALL corporate / commercial / business credit card payments

NOT ACCEPTED • Personal Credit Card Payments without prior agreement at start of the Contract • Paypal, Apple Pay and other methods • Cheques & Postal Orders

IMPORTANT: We try very hard to ensure that all information is accurate. However, just occasionally, an error can occur. If we discover an error in the price or description of a service or product you have ordered, we may cancel your order. We will contact you where we become aware of an error and ask you whether you wish to continue with your order at the correct price or cancel it.

Warranties & Returns

To be clear a warranty is not insurance.  External physical causes such as damage (whether accidental or not) and wear and tear are excluded.  These exclusions are also faults caused by the failure of other components after the repair has taken place, or by faults caused through the incorrect use of software or downloaded material, or by faults or failures caused by you failing to follow our recommendations and instructions, or by faults arising from accidental or intentional damage or incorrect use of the product.  We must be allowed a reasonable length of time to test and verify any returned item.  Therefore refunds may not be instantaneous nor immediate.  Retail Customers may be entitled to further statutory rights under the Consumer Rights Act 2015 (CRA15).  Business Customers may be entitled to further statutory rights under the Unfair Contract Terms Act 1977.

Please see our Warranty & Returns Policy HERE.

Specific Refund Exclusions: Some services do not by their nature have the possibility of a refund, e.g.:

•             Chemical Liquid Damage Revival, whether successfully completed or not, and;

•             VHS or audio-visual transfer service,and;

•             Special Orders – Except were faulty as per the Consumer Rights Act 2015 (CRA15).

•             Activated Software Licences and associated goods – Except were faulty as per the Consumer Rights Act 2015 (CRA15).

For faulty opened or used goods we follow the Consumer Rights Act 2015.  We must be allowed a reasonable period of time to ascertain the cause of the fault.  If we cancel your order before any services or goods have been delivered to or for you will receive a full refund of any charges paid in advance.

“No Fix, No Fee” Guarantee

This is only offered to domestic customers.

Ageek PCB Techserv Ltd & its trading names offers a guarantee that you will not be charged for anything in the rare occasion of us not being able to fix your computer to an adequate standard.  If we cannot make the quoted repair we will not charge a fee. In this situation, you will not be charged for any parts, labour or diagnostics.  You must have allowed us to attempt our service.  If you stop us from carrying out the service, for whatever reason, you will be subject to a diagnosis charge as displayed in store or elsewhere.  The fee is still chargeable if we make the quoted repair but we discover further underlying problems that were not apparent on first inspection or until the initially quoted repair is completed.

Exclusion: If the item being booked in requires a strip-down (Defined as a physical dismantling of the unit), the price of a strip-down is NOT subject to our No Fix No Fee Policy and will be charged whether fixable or not.

Information We Require, Your Details & Data

During the booking in of your item we will ask you for and record certain details which we require to perform the service and/or contact you afterwards.  This may include your name, contact address, contact phone number and email address.  We may also require the password of your device to access your computer to complete our service.

Ageek PCB Techserv Ltd & its trading names will never interrogate your data including browser histories unless specifically agreed with you prior to commencement of work and only for the purposes of said work. Ageek PCB Techserv Ltd & its trading names will keep all items seen in the usual course of our work in the strictest confidence and within and under the Data Protection Act 1998.

IMPORTANT: You are responsible for ensuring that all data and information on your computer or other media or hardware is saved and appropriately backed up before we access your system. We will not be responsible for any loss of data, information or records.  We will never divulge information to any third party unless we have an obligation to do so by law.

Whilst Ageek PCB Techserv Ltd & its trading names will endeavour not to lose any personal data, unless otherwise stated by us the customer is responsible for performing a full backup before bringing the device in for repair.  We will do this for you as part of some data recovery and re-installation of operating system services, but are still not responsible for any loss of data that might incur.  We will keep all backup data for a period of seven (7) days after the device has been returned to you.  This is simply to ensure that you are happy that everything has been transferred back to your device, after this time it will be permanently erased.  It is the customer responsibility to advise Ageek PCB Techserv Ltd & its trading names of any missing data during this time.  We are not liable for the loss or theft of this data, however measures are in place to ensure that it is protected in accordance with the Data Protection Act 1998.

We may record your conversations with our engineers for training or records purposes.  Your data protection and privacy rights regarding other information we may collect are set out in our Privacy Policy.

Cancelling or Changing an Appointment

You may cancel or make a change to a home appointment at any time before 5.00pm the day before the appointment date (or the Friday before for a Monday appointment). Cancellations made before 5.00pm on the day prior to the appointment (or the Friday before for a Monday appointment) will be entitled to a full refund of the service paid for.  If you cancel or change an appointment after this time we will do our best to rearrange our schedules without cost to you but we may withhold up to 40% of the fees due or paid to cover our cancellation costs.

Service Requirements

Your items system should have a supported OS. For example Microsoft Windows Vista or later operating systems or Apple OS X or later or Android 4.0 or later and not be “modded” in any way, if you do not comply with these requirements our Geek will still try and complete the requested service but as earlier systems are not supported by the licensee chances of a successful resolution may be limited (this will not affect your no-fix-no-fee).  If your software is, or appears to be, unlicensed we cannot perform a repair but you will still be charged for work carried out.  If you do not comply with the above requirements and we are unable to fix your computer for that reason you will still be charged for work carried out or we may charge 40% of the quote agreed, whichever is the greater.

Computer Systems

Your computer system must have a Genuine Windows or Apple OS X operating system installed.  Many repairs are not possible on non-genuine or “cracked” versions.  Linux OS services in general do not require licensing.  If your software is, or appears to be, unlicensed we cannot perform a repair but you will still be charged for work carried out.  If you do not comply with the above requirements and we are unable to fix your computer for that reason you will still be charged for work carried out or we may charge 40% of the quote agreed, whichever is the greater.  If your computer system or equipment is under a manufacturer’s warranty, our services and repairs may invalidate it.  It is your responsibility to assess the effect of our services on any manufacturer’s warranty before allowing us to work on it.

Systems Excluded

Our standard services exclude support for the following, except where explicitly agreed otherwise:

•          File servers and operating systems, except Microsoft Windows Home Server;

•          Domain & active directory based networks;

•          VPN and WAN networks;

•          Corporate infrastructure hardware (complex firewalls, switches etc.); and

•          Linux.

If your hardware system includes any of the above (as becomes apparent to our Geek upon visiting or closer examination) our Geek may give you a quote to resolve the relevant problem or you may cancel the service ordered for a full refund.  If you do not comply with the above requirements and we are unable to fix your computer for that reason we may retain up to 40% of the fees paid by you.

Remote Services

Whilst our engineers will use reasonable amounts of skill and care to resolve problems you have referred to us, you accept that we may not be able to correct your problem using our remote support service due to circumstances beyond our control. In the event that it is not possible, we will discuss alternative methods with you in order to resolve your problem, including our On-site/Home or In-Store services.

We rely on the information you give us to operate this service. Such information must be complete and as accurate as possible to enable use to effectively resolve your problem.

Software Licenses

Any software patches, upgrades or fixes applied to your system by our engineers during the job in hand, are licensed to you by us or the relevant third party licensor for your own reasonable personal and non-commercial use only unless otherwise stated.

You may not supply such software to anyone else.

The licensor retains all copyright and other intellectual property rights in such software.

Repair Times

We will endeavour to perform all services as quickly as possible, however some will take a long time due to variables outside of our control.

We aim to complete all services and repairs within forty eight (48) hours.  However, some services can take considerably longer such as when we require parts to be shipped to us or your machine is aged or performing badly when running our software.  In these situations we will always be upfront and clear about the time it will take us to repair and we will keep you up to date if there are any delays in the service via SMS and Email through our in-house MARTI system.

Limitation of Liability

Ageek PCB Techserv Ltd & its trading names cannot be held responsible or liable for any of the following during a repair or service:

  • any loss of data, data corruption, loss of images, documents or information
  • any financial loss, or loss and interruption to business or contracts or loss of goodwill
  • any failure by you to follow our reasonable advice,  recommendations or instructions
  • any losses or issues you may suffer due to your use of (or failure to use) any anti-virus software
  • any losses from unlicensed software
  • any loss that is not reasonably foreseeable.

We do not have specific knowledge of your computer or your media and its configuration.

Whilst we will use our best efforts to minimise disruption to your system, we cannot be responsible for any unforeseen consequences of our services.

Our services may affect manufacturer warranty validity. It is your responsibility to assess the effect of our services on any manufacturer’s warranty and take appropriate action.

Abandoned Items

Without prior written agreement you have, from the date of completion of our contract, sixty (60) days in the case of any repaired or serviced device or, if your device is Beyond Economic Repair (BER) or irreparable or left due to you stopping our services, thirty (30) days to collect the item that has been left with us.  After the relevant period has expired legal title will immediately transfer to PCB Techserv Ltd & its trading names and be considered our property and we will then dispose of the goods.  If there is any surplus value it will be held for your collection for a period of one year and then given to Ashgate Hospice Charity.  Just prior to these periods we will attempt to contact you for a final time by email, SMS & telephone call via the contact details you have left us (it is your responsibility to make sure we have correct and up to date contact information for you).  We will then dispose of the goods to recover our costs and expenses whilst destroying any data bearing medium.  Any surplus value will be held for your collection for a period of one year and then given to Ashgate Hospice Charity.  Where value recovered is less than the amount due to Ageek PCB Techserv Ltd & its trading names you remain liable for the outstanding balance.

Who We Are

We are Ageek PCB Techserv Ltd (“We”); we are a Limited company registered in England and Wales under registration number 10805289.  Ageek House, 73 West Bars, Chesterfield, Derbyshire, S40 1BA.  Our VAT number is GB271156319

© Copyright Ageek PCB Techserv Ltd Version July 2017.

 

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