Terms and Conditions TERMS AND CONDITIONS OUR AGREEMENT In these terms and conditions, references to “we” and “us” are to The Laptop Fixers Ltd trading as The Laptop Fixers, The Laptop Shop and Total Software Solutions, PC Protect and iFixTech. By using services provided by The Laptop Fixers Ltd you are entering into a contract with us. The terms below set out our obligations to you and what you are agreeing to. REPAIR SERVICE IMPORTANT: You are responsible for ensuring that you have backed up all data on your computer before we access your system. We will not be responsible for any loss of data, pictures, information or programs on your computer. If you have not made any backups of your data then we can do this for you. Please contact us as soon as possible to arrange for your data to be backed up before we start work on your computer. Please note, mechanical failure of your hard disk or other components inside your computer can occur without warning during our intensive diagnostics. Virus and malware infections can also damage your data and could lead to unpredictable problems and could result in data loss. For some jobs, we may need to re-install your operating system. This involves wiping your hard disk clean and re-installing the operating system back to the point when your computer was first purchased. We will contact you prior to doing this but if you require your data to be backed up prior to the wipe and restored back to your computer once the operating system has been re-installed please let us know. There will be additional charges associated with this service. On-Site Repairs and Services If you book an on-site mobile repair technician appointment we will need the following at the time of appointment: Full access to the equipment being repaired. Electricity mains power & Lighting Your agreement to follow our reasonable instructions Your computer system should have a valid Windows operating systems or Apple OS X operating system installed. If you have not, we will need to purchase and install a retail version of the relevant operating system for your computer. Additional costs and time will be involved. We are unable to work on unlicensed operating systems. REMOTE REPAIR Some issues are not able to be resolved remotely but we will use reasonable amounts of skill and care to resolve problems you have requested us to do. It may be necessary for your computer equipment to be delivered to our workshop to resolve your problem but we we talk about all available options at the time of the remote repair session. LIABILITY EXCLUSIONS Although we do not have specific knowledge of your computer configuration we will attempt to minimise disruption to your system as much as we can but we cannot be responsible for any unforeseen issues that may arise from any of our services. Please note that if your computer system or equipment is under manufacturer warranty our services may affect manufacturer warranty validity. It is your responsibility to assess the effect of our services on any manufacturers warranty. We cannot be help responsible or liable to any service performed for you regarding: any loss data, data corruption, loss of images, documents or information any financial loss, or loss and interruption to business or contracts any failure by you to follow our reasonable recommendations or instructions any losses or issues you may suffer due to your use of (or failure to use) any anti-virus software any loss that is not reasonably foreseeable. ONE YEAR WARRANTY Unless stated, all non-trade services carry a one year warranty on both parts and labour. If in the unlikely event same problem happens that we have fixed or any fault which is related 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 payment 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 due to incorrect use of software or downloaded material, virus and malware infections, or by faults arising from accidental damage or incorrect use of the product. Please note, you are responsible for the cost of returning your device to us or we can arrange our own courier at the standard rates. Limited Warranty Although we offer a massive warranty for almost all repairs, there are some exceptions where items our standard warranty does not apply. We will indicate to you at the time of repair / collection of repair what items have a limited or exempt warranty. This includes but not limited to the following items: GPU / BGA / CPU Reflows – One Month Warranty Liquid Damage – No Warranty For all warranty issues please contact us first for to authorise a return under warranty. Trade Repair Warranty Trade repairs carry a maximum 30 day warranty. FREE DIAGNOSTICS It can take many hours to fully diagnose your computer. This is a free service we offer to all our residential customers on condition that we repair your device while your device remains on our premises. If you decide to not go ahead with the repair, a nominal diagnostics charge of £19.99 will be applied or if your device is beyond economical repair we are happy to recycle your device in lieu of our nominal diagnostics fee. Liquid damage items are subjected to a non-refundable cleaning fee before we start any repair/diagnosis to the device. The fee for small devices (mobile phones) is £19.99 and larger items (laptops) £29.99. Business / Trade Customers will be charged £19.99 + vat standard diagnostics charge. REPAIR / SERVICE CANCELLATIONS It can take many hours to fully diagnose and repair your computer and often we need to purchase parts that are required for your repair. If at any time you decide to cancel the repair you will be liable to make payment of any parts ordered for your repair and a calculation of the cost of labour to the maximum of the agreed quoted cost of repair will be charged. We will not release any item back to you until payment in full is received. COURIER COLLECTION SERVICE We will always aim to collect or delivery your device at the time and day confirmed with you. Our courier service is a service provided by DPD or a similar national courier service and we will not be held responsible for delayed or missed delivery attempts. Please check your receipt or email to ensure your details provided are correct at the time of booking. There will be charge of £9.99 for all MISSED or REFUSED collections. If the courier attempts to deliver outside the pre-arranged time, then they should leave a calling card for you to re-schedule the delivery. In this case only there will be no additional delivery charge. ABANDONED COMPUTERS Any computer that has been left abandoned for over 90 days will be recycled or disposed if prior arrangements have not been made. It is important that you check your details on your receipt / email at the time of booking to ensure that we have your correct contact details. We will not be held responsible for any inaccuracies in the details provided. REPAIR & DIAGNOSTICS TIMES Although we aim to get your device repaired / diagnosed as quickly as possible, the service can sometimes take longer than anticipated. We normally aim to diagnose and repair within 3-10 business days but sometimes the repair can take longer. We often have to source parts from outside of the UK and can take several weeks before we receive the parts and clear customs. We will not be held responsible for any repairs that exceed our estimated completion time. We will make every effort to inform you if we expect a delay in our service. If you would like a status update please get in touch with our repair centre or send us a message from our website. BROADBAND / ADSL SERVICE AGREEMENT If you take out any of our broadband services, you will be entering into a 1 year contract from the invoice date. If you decide to cancel within 1 year of starting the service will you are liable to pay for the reminder of the contract. APPLE IPAD & iPHONE AND MOBILE DEVICE REPAIRS When The Laptop Fixers take on your device for repair there are many situations that we are unable to to test for before we start the repair and this disclaimer is in place to protect yourself and ourselves from any potential misunderstandings.  Unforeseen Damage of Malfunction I understand The Laptop Fixers will be unaware of any other potential problems that could arise as a result of the initial damage or by opening / disturbing the internal logic boards and internal cables during dismantle / repair. This may result in additional charges to cover the costs of parts required to complete the repair. We will endeavour to make you aware of this at the time of repair / diagnosis. An example of typical faults that can occur with Apple iPhones and iPads as a result repair includes but not limited to: Fingerprint Sensor Damage – If your Finger Sensor is damaged please go to Apple. Internal Cables Damage Internal LCD Screen Casing Damage / Bent Chassis Front/Back Camera Failure Home Button / Lock / Volume / Off button Failure  Parts We Use For Apple devices, we use THIRD PARTY PARTS and these are not officially endorsed by Apple. If you prefer an original Apple part this can only be undertaken by Apple in Southampton. For your total peace of mind all our screens are guaranteed for ONE YEAR (Apple only gives 90 days!).  Original Apple Warranty Apple May refuse to undertake any work on your device if it is repaired by anyone other than Apple. This includes both in-warranty and out-of-warranty repairs.  Waterproof / Water Resistant Devices To repair your device, we need to physically get inside it which usually means we have to break the waterproof seal (if any). Some items that are classed as waterproof / water resistant may not be waterproof on return to you. If this will affect the enjoyment of your device please only ensure you get it repaired with the manufacturer directly to guarantee a waterproof seal on return.  Liquid Damaged Devices Any device that is found to have any signs of liquid damage internally will be exempt from any warranties offered. We may still be able to do the repair but due to the nature of liquid damage/corrosion we will not offer any warranty what-so-ever. We will stop working on your device and inform you as soon as we see any signs of internal liquid damage. Only after speaking with you will we continue with the repair.  Your data – includes photos, emails, documents It is YOUR responsibility to ensure your data is backed up prior to repair. The Laptop Fixers will not be liable for loss of data whatsoever. We do offer a backup service – please ask for this BEFORE we start the repair. PERSONAL DATA During the booking in of your computer we will ask you for certain details which we require to perform the service. This includes your name, address, phone numbers and email address. We may also require your administrator password to access your computer to complete our service. We may record or keep a detailed note of your conversations with our engineers for records purposes. IPHONE INSURANCE Our iPhone Insurance plan is designed to give you total peace of mind in the even you accidentally drop and damage your brand new replacement screen we have fitted. This service has the following terms: FREE TEMPERED GLASS WITH EACH SCREEN REPAIR – This must stay on your phone at all times for maximum protection. FREE PHONE CASE – Your phone must be inside its case whenever possible to maximise protection. Time: Approx 3 Days Turnaround – Please enquire about our same day service if you want to fast track your repair. Phones Covered: iPhone 4, 4S, 5G, 5c, 5S, 5 SE, 6G, 6Plus only. Plan lasts for ONE YEAR. Plan Can only be purcahsed with the initial screen repair. It is not sold seperately. Plan Costs £44.99 for free screen replacement plan only or £64.99 which covers screen / ports / buttons / battery. =============== How does our plan differs to phone insurance?. ==============  No Excess  Up to 4 claims (most insurance allows a 1 or 2 claims at max)  Immediate Start (normally a 14 days period where you cannot make claims). Ours works immediately, even if the customer drops the phone leaving the shop!  New Phones Only i.e. not 2nd hand or ones purchased from ebay / from friends etc. ========== Whats Not Covered ==========  Modifications by customers or other companies not authorised by us in advanced.  Minor scratches and cosmetic damage that does not affect functionality.  IMEI and Serial Must Match the original repair.  Policy is not transferable. Only the original owner at the time of the initial repair can make claims. Proof of ID will be asked both when taking out insurance initially and on each claim.  Liquid Damage  Loss of earnings, shipping the device or time needed to get to us.  Phones not included at this time: iPhone 6S, 6S Plus, iPhone 7 and iPhone 8 subject to change a short notice.  Loss of software or OS re-install.  Bad Treatment of the phone may result in your claim being declined. REFUNDS FOR GOODS PURCHASED Items Purchased In-store For Faulty Items: If a fault occurs within 30 days of receipt, we will offer you a full refund. After 30 days, we will either repair or replace at our discretion. Please return it back to the store you purchased it from with your original receipt of purchase, original packaging and If you change your mind – If you have changed your mind or your product has been returned as “faulty” but no fault has been found you are not liable to a refund. Items Purchased Online Under the Consumer Contracts Regulations you have the right to return your order up to 14 days from the day you receive your goods. If you have changed your mind we will only accept the item for refund if the item is unopened, in its original condition and packaging with a receipt of purchase. You are responsible for the return delivery costs. Refund Exceptions Made to order items such as Custom PCs and laptops are exempt will not be refunded if you change your mind. Software is non-refundable. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. COMPLAINTS Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact 0333 241 3209 or via their website http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership.