Terms and Conditions

1 Support Services

1.1 Our services are only available to consumers who require technical support for home-related use. We will not supply either of our services for business-related purposes.

1.2 We will not be able to provide you with support on any of the following:

(i) File servers;

(ii) File server operating systems;

(iii) Domain & active directory based networks;

(iv) Virtual private network (VPN) & wide area networks;

(v) Multi-subnet networks;

(vi) Complex firewall configurations.

2 System Requirements for Wireless Networking

(i) All computers to be networked must have a minimum of 10MB of hard disk space and 256MB of RAM;

(ii) Password(s) for operating systems and/or your Internet Service Provider must be available at the time of service;

(iii) Your Operating System disc and Key Code must be available at the time of service;

(iv) All computers and peripherals to be networked must be installed and operational prior to the time of service, including connection to any broadband modem.

3 Your Responsibilities

If you use our services, we will provide the service to you subject to the following conditions:

i) You must have valid software licences for your operating system and all applications on your computer(s). You must supply details of the relevant licence keys if we ask you for them.

ii) You must back up your Software and Data. You agree that prior to contacting us to perform diagnostic repairs or to provide other technical support on or in connection with your computer(s), it is your entire responsibility to protect your personal computer and to back-up all data, software, information and other files that are stored on any and all computer disks and drives you may have.

iii) You must make sure an adult is present. For any on-site services that we supply, a person of at least 18 years of age must be present the entire time that our technician is providing the services. If the Computerhelp technician arrives at you home to provide our service and no adult is present, service may be denied and a cancellation fee of £50.00 may be charged.

iv) You agree to follow our reasonable instructions, including any security instructions. This may include installing any equipment of software that we advise and following any other reasonable instructions that we may give you about the service we provide.

v) You must provide the Computerhelp technician with full access to the computer(s) and / or peripheral(s) to be serviced and such access as is necessary to your residence. You agree to give your consent for the technician to do this and also agree to co-operate fully and provide the technician with a safe working environment, working space and electrical power. If the Computerhelp technician arrives at your premises and reasonably determines that you are unwilling or unable to provide the access, co-operation or safe working environment as described above, then service may be denied.

If you are unable to comply with any of the above requirements, we may be unable to or will be entitled to decline our service to you. We may also charge you a cancellation fee of £50.00.

4 Our Responsibility to You

4.1 We may not be able to advise on all issues or to repair or solve all problems, but to the extent that we cannot advise on an issue or repair or solve a problem that we agreed was included in the scope of our services then we will refund any applicable fee paid by you to us. Separately we may not be able to fulfil any service requests that fall outside the agreed scope of our services, in which case no refund will be payable.

4.2 We will not be responsible to you:

(i) For any inherent failures in or caused by the supported applications and operating systems or third party products supplied by us;

(ii) For the repair or replacement of any equipment that is faulty (as reasonably diagnosed by us during the provision of our service to you);

(iii) For any failure by you to follow our reasonable advice, recommendations or instructions;

(iv) If either we, including without limitation any of our technicians, agents, contractors or third party service providers, are impaired or stopped from providing the service by you for any reason whatsoever or are otherwise unable to provide a service to you as a result of any event that is outside our reasonable control;

(v) For any damage to your hardware or equipment.

4.3 Our Computerhelp technician will use reasonable endeavours to keep any appointment you make with us for our Home Support Service, but we cannot guarantee that the technician will arrive on time in each case. If a technician is delayed, he or she will try to contact you a reasonable time in advance to let you know of any expected delay. From time to time, factors outside our control may also require that we reschedule an appointment. If we have to do this, we will try to re-schedule another appointment as soon as reasonably possible. We will not be responsible to you for any delay in keeping appointments or if we have to reschedule an appointment due to circumstances beyond our reasonable control.

4.4 Nothing in these terms of service shall exclude or limit our liability for death or personal injury caused by our negligence or that of our technicians or agents, or for any liability arising under Part I of the Consumer Protection Act 1987.

4.5 We shall not be liable to you for:

(i) any loss that is not reasonably foreseeable;

(ii) any loss calculated by reference to profits, income, or business (or loss of such profits, income, or business);

(iii) any loss of goodwill;

(iv) any loss or corruption of data; or

(v) any losses you may suffer arising from your use of (or failure to use) any anti-virus software.

4.6 We do not accept liability for the acts or omissions of any providers of telecommunication services.

4.7 We shall have no responsibility to you for any goods, services, information, software or other materials that you use or obtain when using your personal computer whether offline or online for accessing the Internet (including e-mail).

5 Purchase of Goods

5.1 If you purchase any Computerhelp branded goods from one of our technicians you must inspect those goods as soon as reasonably possible after you receive them, and to tell us of any damaged or missing items from those goods as soon as reasonably possible by calling us on 01536 461002.

5.2 We will use reasonable endeavours to repair or replace any goods you buy from us if they are faulty or damaged or if they become faulty within 28 days of purchase, and we will not repair or replace them if you are responsible for the fault. You must return any damaged or faulty goods to us (including all cables and software that may have been supplied with the goods) in the original packaging by sending them back to us.

5.3 Service Support: If you take our service support and the problem we have fixed occurs again within 30 days as a direct result of the same cause(s) we identified when we fixed it for you the first time, provided you have fully complied with these terms of service, we will:

(i) try again to fix the problem at no extra charge; and

(ii) if we cannot then fix the problem again, we will return your money at the full purchase price for the services performed.

5.4 Exclusions. For any repairs necessitated by a virus or spyware, each of the above service warranties is only valid if you have up-to-date anti-virus and anti-spyware protection installed or updated during the repair or immediately thereafter. This service warranty excludes any defective hardware or other products.

6 Cancelling or Rescheduling Appointments

6.1 You may cancel or reschedule an appointment at any time up to two hours before the appointment time without charge. If you wish to cancel or reschedule after this, we may charge you a cancellation or rescheduling fee of £50.00.

6.2 If you are unable to keep an appointment you have made with us, we may charge you for a missed appointment of £50.00

7 Matters Beyond Our Reasonable Control

Sometimes we are unable to do what we have agreed due to something beyond our reasonable control. If this happens we do not accept responsibility for what has occurred.

Terms applicable from 7th November 2007

IT support and computer services covering Northamptonshire, Leicestershire and surrounding counties in the Kettering, Corby and Market Harborough area.

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IT support and computer services covering Northamptonshire, Leicestershire and surrounding counties in the Kettering, Corby and Market Harborough area.