Repair Order Process
To process your Computer, PC, Laptop or Apple Mac repair request, we require the following information as a minimum:
Name
Address
contact number
Email address
We never use your details for marketing purposes however and we will not past your details to any third party.
Payment
Payment including is due in full upon completion of a successful repair, prior to the release of the equipment whether shipped to the Clients address or picked up from PCHOME Support Ltd place of business unless by special previous arrangement.
Overdue payments may place the Client on credit hold. This means no further services, repairs or equipment will be supplied or made available to the Client until all previous payments are paid in full. PCHOME Support Ltd may at its discretion withdraw credit facilities at any time if the Client is found to be in breach of these terms and conditions.
We will accept payment by cash and all major credit and debit cards. We unfortunately cannot accept payment by cheque.
Refunds can be by cheque or refunded to the credit or debit card used when paying for the service or repair.
In circumstances when goods are supplied, you will only own these goods when payment in full is received.
Computer parts, hardware, and software that need to be specially ordered may have to be paid for in advance.
Estimate for Repairs
For work estimates above £300 a deposit of 60% for goods and services will be required prior to the commencement of the works.
The acceptance of an estimate or quotation for a service or repairs and instruction to proceed by the Client either verbally by telephone or in person, or in writing (including email) shall be deemed acceptance of these terms and conditions.
Availability of Goods and Services
Goods and services are subject to availability. If for whatever reason we are unable to supply any goods or services, we will not be held liable for any compensation or damages as a result of the non performance.
Booking a Service
You can book a service by calling 0208 4660 432.
Home or Business Call Out Requests
Online requests will be confirmed by either telephone or by email.
If a home or business call out is booked and access is not gained at the agreed allotted time the Client will be subject to a charge equivalent to 1 hour our standard hourly rate.
In the event when we cannot make the appointment at the agreed time due to factors beyond our control you will be contacted in advance advising you of the situation and re-schedule an appointment as soon as reasonably possible at a mutually convenient time. If you wish, you have the right to cancel your service or repair request. A full refund will be offered for any payments made in advance.
Cancellation of a Call Out Service Request
You may cancel an agreed home or business call out at any time up to 2 hours prior to the agreed appointment time.
Cancellations made in sufficient time will be entitled to a full refund of any funds paid in advance.
If you cancel or change an appointment within 2 hours prior to the agreed time, the Client will be subject to a charge equivalent to 1 hour our standard hourly rate.
Service or repair cancellations can be communicated by any of the following:
Email
Text message
Telephone
If no one was available when an engineer calls to the Client’s premises, a note will be left confirming the call out. A new appointment can be re-scheduled however, the Client will be subject to a charge equivalent to 1 hour our standard hourly rate in addition to the costs of the service or repairs.
Our Collection Policy
Any equipment left with PCHOME Support Ltd and unclaimed for 30 days, will be disposed off to recover our costs incurred while carrying out a service or repair. After this period, PCHOME Support Ltd shall have no liability to the Client or any third party.
Non Compatibility Software
The Client understands and accepts that some software applications may no longer work correctly after a repair has taken place. This may be due to the installation of the latest hardware or software. It is therefore the Client’s responsibility to reinstall or reconfigure these applications.
Our Diagnostic Policy:
Diagnostics is free of charge for PC, Laptop, iMac and MacBook. However, All gaming PCs and Laptops will incur £75+VAT for a full diagnosis.
If a diagnosis has been carried out on a Laptop, PC, iMac and MacBook and the customer then decided to take their system elsewhere or cancel the repair for any reason, then a £30-50+VAT applies depending on what work has been carried out.
Backing Up Data
PCHOME Support Ltd will make every possible effort to preserve the Client’s data and files, however it should be noted that there are NO GUARANTEES whatsoever that the Clients data and files will remain intact after the repairs.
IT IS THEREFORE THE CLIENT’S SOLE RESPONSIBILITY TO ENSURE THAT ALL THE DATA AND INFORMATION STORED ON THE COMPUTER EQUIPMENT REQUIRING REPAIRS IS APPROPRIATELY BACKED UP TO OTHER STORAGE DEVICES PRIOR TO HANDING OVER FOR REPAIRS.
Charges will be incurred if PCHOME Support Ltd must perform a lengthy backup procedure to protect the Clients own data in order to complete the repairs.
We cannot be held responsible for the following during the repairs:
Loss or corruption of data, files, information or records;
Any loss of business goodwill
Any losses attributed to the interruption to business activity while equipment is out of service for repairs
Failure by the Client to follow our reasonable recommendations, instructions and advice to back up data
Any losses you may suffer arising from failure to use anti-virus software
Any loss considered to be unforeseeable
Damage resulting from viruses or other malicious software that may have been transmitted during servicing or repairs and therefore escaped detection
PCHOME Support Ltd will not be liable for any damage caused to other equipment by parts supplied following any repair.
Confidentiality of Data Stored on Computer Equipment
PCHOME Support Ltd, its Employees and Agents agrees not to disclose to a third party any information or data files stored on or recovered from the Client’s equipment during the service or repair.
Limited Liability
Whilst PCHOME Support Ltd shall make every effort to preserve the integrity of equipment left for repair, the Client agrees not to hold PCHOME Support Ltd liable for any accidental damage to the said equipment including but not limited to – casing cracks, scratches, deformations, theft of the equipment etc.
Additionally PCHOME Support Ltd cannot be held liable for any loss of data, loss of revenue or profits, or any incidental, contingent, or consequential damages, howsoever caused either prior, during a service or upon completion of a service.
PCHOME Support Ltd liability of any kind with respect to services undertaken, including any negligence on its part, shall be limited to the contract price for the services provided.
Furthermore, should PCHOME Support Ltd, its employees or agents offer any advice or recommendations to a Client as to the use of computer equipment, storage, use of software applications confirmed by whatever means is used entirely at the Clients own risk and accordingly PCHOME Support Ltd shall not be held liable for any such losses associated with such advice or recommendations.
Warranties
PCHOME Support Ltd provides a 30 day warranty on labour only repairs carried out on computer equipment requested by the Client. PCHOME Support Ltd makes no warranty for data or computer files either expressed or implied. PCHOME Support Ltd disclaims any data warranty of any kind. If the same problem re-occurs within 30 days of the original repair, PCHOME Support Ltd will undertake the repair again without charge. However, charges will be incurred should additional parts are required. This warranty excludes faults caused by viruses or software issues.
All computer parts supplied by PCHOME Support Ltd are new and come with a 1 year manufacturer’s warranty from the date of the repair. In some instances, we may offer second hand or used parts at a reduced cost. The Client will be consulted if they are willing to accept second hand or used parts prior to fitting. No warranty will be provided with second hand or used parts.
Any warranty offered will become invalid if the manufacturers’ marked label is removed or tampered with in any way from the parts installed during a repair.
Parts are only covered under warranty that fail due to manufacturing defects for the said parts and confirmed by the component manufacturer. Should the part fail because of mishandling of the computer equipment or inadequate subsequent servicing or failure from “fair wear and tear” the warranty becomes invalid.
Damage to a computer system or its components supplied by PCHOME Support Ltd under a repair contract caused by a power surge or spikes, including but not limited to mains power and telecoms connections or other unspecified sources e.g., voltage fluctuation, amperage fluctuation, water ingress are not covered under the warranty.
Furthermore, the warranty does not cover for any loss or damage due to negligence, mishandling, accidents, theft, water flooding, war outbreak, electrical storms, fire outbreak, earthquakes, or any other act of God.
Manufacturers Warranties
During the performance of our services, we may affect a manufacturer’s warranty validity. It is the Clients responsibility to determine the consequences of our services on any manufacturer’s warranty and take the appropriate action necessary.
No Fix No Fee Policy
PCHOME Support’s “No Fix – No Fee” policy means that if an Engineer cannot fix the error with operating system or effect the repair, then in this instance there is a “No Charge” for the services provided to the Client. It is at our engineers discretion whether or not a repair is possible.
It is agreed however that we must be given sufficient time and access to the equipment to diagnose the problems.
However, if the Engineer is able to resolve the problem but is prevented from doing so by the Client instructing the Engineer not to proceed with the service or repair, then in this instance, the Client will be charged for the time spent up until that point (a minimum of 2 hours at the standard hourly rate).
Additionally, if the Engineer is able to resolve the problem but prevented from doing so because the Clients does not possess the required accessories, the CD for third party software or software Product Key, then in this instance the Client will be charged for the time spent up until that point (a minimum of 2 hours at the standard hourly rate).
Furthermore, if the Engineer provides a clear and precise diagnosis of a failed component within the equipment, however the Client decides not to proceed with the repair or replacement of the said component, then the Client will be charged for the time spent up until that point (a minimum of 2 hours at the standard hourly rate).
This policy does not apply to work preformed to recover data, solve computer virus, malware or spyware issues or in cases in which the equipment was affected by a lightning strike.
This Agreement
All contracts formed between PCHOME Support Ltd and the Client shall be governed by and construed in accordance with and governed by the laws of Great Britain and Northern Ireland.
Each party agrees that any disputes not resolved by the normal complaints procedure will be submitted to the court.
Correctness of Information and Disclaimer
Although every effort is made at all times to make sure the information contained in our website and in our documentation provided is accurate, current and reliable information, it should be recognized there is a possibility of errors in the information contained within. PCHOME Support Ltd expressly denies any warranty of the accuracy and reliability of any information provided in their website or documentation. PCHOME Support Ltd shall not be held liable for any losses caused by anyone’s reliance upon the accuracy and reliability of the information contained within.
We reserve the right to amend the content of our website and or our documentation at any time without prior notice.
We cannot accept any responsibility for other websites we do not control, which may be linked to or from our website.
It should be noted that services and or products indicated in this website might be altered, modified, or discontinued at any time without prior notice. It should also be noted that published fees for services, repairs and or products are subject to change without prior notice.
PCHOME Support Ltd has the right, at their discretion, to refuse the supply of goods and services.
PCHOME Support Ltd reserves the right to change their terms and conditions at any time without prior notice.
