aGEEK Legal Geek Speak Aka Services Terms & Conditions
Legal Geek Speak Aka Services Terms & Conditions
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.
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, 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 and Payment
We accept payment by Mastercard, Visa, Delta and Maestro and Cash. 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.
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.
No Fix No Fee Policy
If we cannot make the quoted repair we will not charge a fee.
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.
We will make a full refund on goods returned unopened and in reasonable condition within seven days of purchase except when explicitly stated otherwise.
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;
• Special Orders
• Activated Software Licences and associated goods.
For faulty opened or used goods a replacement product or a credit note will be issued subject to the manufacturer’s warranty terms and conditions. We must be allowed a reasonable period of time to ascertain the cause of the fault.
In circumstances, at the management’s discretion, we may make refunds on open or lightly used goods subject to a minimum 25% restocking fee.
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.
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 re-arrange our schedules without cost to you but we may withhold up to 40% of the fees due or paid to cover our cancellation costs.
Thirty Day Warranty
All the aGeek services carry a thirty day warranty on parts and expertise. This means if there is a recurrence of the same problem we had fixed or any fault which is connected 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 money 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 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 damage or incorrect use of the product.
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.
Your computer system should have Microsoft Windows XP or later operating systems or Apple OS X or later, if you do not have these 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.
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.
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
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.
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 licensors 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.
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.
We cannot be responsible or liable to you in relation to any service regarding:
a. any loss or corruption of data, information or records;
b. any loss of goodwill, or any loss of (or interruption to) business or contracts;
c. any failure by you to follow our reasonable advice, recommendations or instructions;
d. any losses you may suffer arising from your use of (or failure to use) any anti-virus software
e. any losses from unlicensed software
f. any loss that is not reasonably foreseeable.
Collection of Goods
As soon as we have completed our work we will advise you that your goods are ready for collection and of any fees incurred.
If we advise you that your goods are BER you have 60 days from that date to collect the items. If we advise you that your goods are repaired we will hold the goods for free for 90 days (Each subsequent 7 days will incur a further storage and insurance charge of £5 per 7 days). After these periods we will attempt to contact you for a final time by all contact methods you have left us. We will give you reasonable period of time to collect it and pay the outstanding amount. 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.
Information We Require and Use of Information
We will ask you for certain details which we require to perform the service. This includes address and contact telephone numbers able to accept incoming calls and an e-mail address.
Who We Are
We are Services of aGeek Ltd., Company number 09077862, registered office 73 West Bars Chesterfield S40 1BA.
In these terms and conditions, references to "we" and "us" are to Services of aGeek Ltd. trading as “aGeek”. If you have any problems we would recommend you e-mail us at firstname.lastname@example.org however if you prefer to write we can be contacted at: aGeek Customer Services 73 West Bars Chesterfield S40 1BA
Effective Date 1st July 2014