Terms & Conditions

In these terms and conditions, references to "we", "our", "us", "I" are to PC Guy.
When appointing PC Guy to assist with your computer repair, you confirm that you have read, understood and agreed to be bound by the following terms:

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1. You confirm that you are the legal owner of the computer/property that you have in your possession. If you are not the legal owner, you confirm that you have authorisation from the legal owner, to liaise with PC Guy on their behalf, in relation to the computer/property that you have in your possession. You are legally responsible for the contents of the computer.

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2. When authorising PC Guy to assess, troubleshoot, diagnose and repair the issues with your computer you agree to pay a diagnostic fee of £25, even if you decide not to proceed with the repair; this is to help cover anytime we have spent on your machine which could be several hours. Customer authorisation, either verbally or by text, will be obtained before the repair commences and if any parts are required to successfully repair the computer. If you are not in agreement with this diagnostic fee, please do not authorise PC Guy to act on your behalf. 

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3. It is the sole responsibility of the owner of the computer to ensure that all data is regularly backed up to an external device and we recommend that all data is backed up prior to giving the computer to us. We will do our upmost to prevent any loss of data during the course of the repair/service, however, we will not be held liable for any loss or corruption of data, photos etc, any loss of revenue or time as a consequence of any such incident, no matter how it was caused.  Please note, mechanical hard drive failure or other components inside your computer can occur without notice. Virus and malware infections can also damage your data. Please backup your information.

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4. Any data that PC Guy has access to will be kept confidential. PC Guy will ensure that any representatives of the business observe the standards of the General Data Protection Regulation 2018. Data will not be disclosed to any parties other than the customer, unless required to by law

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5. We aim to get your device diagnosed/repaired as quickly as possible. If you would like an estimate, please ask, but we do out best to turn around jobs within 2 - 5 days. We do not guarantee a same day repair. Delays to our service may occur and the repair may take longer than anticipated. We do not enter a contract with any individual or business stating that the service/repair will be completed by a set time and we will not be held responsible for any repairs/service that exceeds the estimated completion time.  We will make every effort to inform you of an expected delay in our service and an option to cancel the job will be given, but a fee covering time already spent on your job will be payable. This will be at the discretion of PC Guy and the cause of the delay.

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6. If you book for an on-site home repair, at time of booking you will be required to provide your name, address, telephone number and details of the issue. When authorising PC Guy to visit you onsite, you confirm that the computer is located in a safe, clean environment. You also confirm that there is full access to the equipment.

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A callout fee is payable of £25. This is payable if you decide not to go ahead with the repair. 

 

An estimate of costs may be provided over the phone/email, but prices will be discussed whilst onsite, or when investigated further at PC Guy's premises. If you go ahead with the repair, the call out fee will be included in the costs discussed. 

 

Not all problems can be fixed onsite, so it may be necessary for PC Guy to take away your machine for repair. Arrangements will be made with yourselves for it to be dropped back to you, or you can collect.

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Should you need to cancel an onsite appointment, please give as much notice as possible to allow us time to fill the appointment. If you are not on the premises at the allocated time of our visit, you may incur the call out fee. In the event that we cannot make the appointment at the agreed time due to factors beyond our control, you will be contacted usually by phone, advising you of the situation and re-schedule an appointment as soon as reasonably possible at a mutually convenient time. If this happens you have the right to cancel your service or repair request.

 

7. If you run a business, we are happy to help with your IT needs where possible, but we do not enter any contract to provide an "extra service" to meet your timescales. We are aware that failure of IT equipment can cause delays to your business, but as a sole trader myself, I am unable to meet same day repair/call outs when appointments are already booked in. Like with all our customers, we will do our best to help out and will advise you of estimated timescales at time of communication.

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8. PC Guy will ask for full payment once the repair has been completed. We accept cash, bank transfer or card payments. If you require an invoice for payment, then immediate payment is required upon receipt of the invoice. The exception to this is if you instruct PC Guy to build a bespoke computer or place a custom order (i.e. items we don't have in stock). You will be asked to pay a non refundable 50% deposit upfront to confirm the order, the balance payable on completion.

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9. Customers can drop off their computer to PC Guy by appointment only. As we are a home based business, pease do not turn up without contacting us first. Drop off times will be stated at time of communication. You can send us a messsage here

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10. Should you not collect your computer within 3 months of completion, your computer may be deemed abandoned and PC Guy will make arrangements to dispose of the computer and all data securely wiped. PC Guy will make every effort to contact you to arrange collection. Please ensure you have provided us with up to date contact details.

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11. PC Guy can be contacted by phone Monday to Friday from 10am to 5pm which are our office hours. We are closed weekends and bank holidays. During these office hours, it may not always be possible to answer calls, due to being out on call or if dealing with a customer. Please leave a message and we will do our best to return calls within 24 hours, excluding weekends, bank holidays and closures due to holiday/illness. Our answer machine, website and social media pages will be regularly updated to inform you of any closures. We may reply to messages on email or social media outside of office hours, but no guarantee is made.

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12. Should you have an issue with a repair / purchase, please contact us. We will do our upmost to rectify the problem if it is the same issue, or related to the service provided. All new hardware and new equipment supplied by us, unless otherwise stated, have a 12 month manufacturer warranty. If you have purchased refurbished equipment, we offer a 60 day hardware warranty, unless otherwise stated.

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Under the Consumer Rights Act 2015, you have the right to contact us within 30 days if an item that we supplied is faulty. We will either offer a full refund for the goods, or replace the item at no charge. After 30 days, we will either repair or replace at our discretion. We will endeavour to replace faulty hardware through warranty and there may also be a delay caused by our suppliers / manufacturers. 

 

If you have changed your mind after 14 days of receiving your goods, or you're returning an item as faulty, but no fault has been found, you are not liable to a refund.

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Made to order items or custom orders, such as custom built PC's and/or laptops that are ordered in specifically to meet your requests (i.e. we don't hold them in stock) are exempt from the 14 day returns policy if you have changed your mind. Returns on custom orders will only be allowed if the item is faulty. 

 

If we cannot resolve the reoccuring issue, a full or partial refund may be issued. The warranty excludes faults caused by the failure of other components after the repair has taken place, or by faults caused due to incorrect use of software or downloaded material, virus and malware infections or by faults arsising from accidental damage, incorrect use of the product, user error or liquid damage.

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Software is non-refundable.

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13. PC Guy has the right to cancel any repair or service. This will be communicated to the customer either by email or phone. The customer also has the right to cancel an appointment. Please contact us by phone or email to give us as much notification as possible. 

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