Full payment is required on the completion of work, (by cash or debit
card where possible). Prior agreement will have been made at booking stage. We "pass-on"
costs for credit card transactions to the customer, (currently @ 3 % for credit
There is a minimum charge of one-hour (quoted at the time of booking) for
all visits and subsequent time is then charged half hourly.
Customers accept that no refund can be made for the repairs that cannot
be done, due to conditions beyond our control. A £20 charge will be levied to
an unpaid bill if a card/cheque is ‘stopped' or ‘bounced'. Application to the
Courts for full debt recovery will follow.
We do not operate a ‘no-fix-no-fee' policy, however we aim to provide the
service within a ‘reasonable' period of time. Customers must accept that our
charges are time-driven and the service represents the opinion of a
professional. For certain repairs, (particularly when dealing with intermittent
faults), extra time may be needed to achieve results. Test outcome can only
signify the status of components at the time of testing. If we advise
further testing to reach conclusive results and customers do not wish to go
over the initial one hour-charge, we regret that refunds cannot be made when
time has limited our overall performance.
Customers are responsible for providing Internet account details,
passwords, dial up numbers, licence keys and any other relevant information
when we are installing programs on their behalf. Also it is the customers'
responsibility to provide ‘licensed software' and device drivers for all
repairs. If proof of ownership is in question, we may be unable to
complete a repair, although our minimum charge will still apply.
We cannot be responsible for the performance and integrity of any third
party software and/or services including Internet providers, although our
charges will still be applicable for the work undertaken.
PC Wizards Onsite under no circumstances will be held responsible for any
lost or corrupt data during or after a visit. Customers should have back-ups
and accept the risk of data corruption or loss, before, during or after an
installation by an engineer. (Please note that only data specified on our
invoice will be saved upon request from the customer, provided it is not
If the customer wishes to stop work before completion due to any reason
to include time or cost (& to "carry over" on their own, the work from the
engineer without him being present) the customer does so at his/her own risk.
We cannot be held responsible for any subsequent issues and any remedial work
will be charged at the normal rate.
Upon completion of work, customers are asked to agree that the work has
been done to their satisfaction, please ensure at this point that you have good
understanding of the process of what we have done during the visit. If a
complaint is made where remedial work is still required, please call us
immediately. We will arrange for a call and/or an appointment for an engineer
to ‘assess' the work originally undertaken. If the problem is beyond our
control, caused by the customer or a third party or is not proven to be caused
by poor workmanship, charges will be made at the normal rate per hour or part
thereof for remedial work to be carried out on your behalf.
We recommend specific software products to clean & prevent MALWARE
infections (malicious program to include viruses, spy ware and adware). It is
the customer's responsibility to protect their PC from security threats
immediately after our visit and continue to update software as/when required. Failure
to ensure total protection may result in subsequent re-infections and we will
not accept responsibility for any recurrences after a visit.
If you cancel an order for a new PC after it has been installed, we will
levy a £50 administration charge to include collection from your premises,
inspection and re-packaging of the goods (please ensure that you keep the
original boxes). Refunds will only be made upon receipt of goods and once they
are fully checked. Please note that if customers have received an offer whereby
the initial one-hour charge was waived, this 1 hour labour charge will be
re-charged along with the £50 administration charge.
Upon request, we will dispose of any unwanted PC components free of
charge. We regret however that once removed, items will be disposed of
immediately and cannot be returned under any circumstances.
For quality and training purposes we may record all telephone calls.
We will provide one-year guarantee for parts purchased from us, (please
provide proof of purchase). However, if after diagnosis the engineer
considers the part we supplied to you not to be faulty, you will be charged a
minimum fee of 1 hour for our visit.
We do not cover damage to disk surfaces, CD/DVD-Rom/Writer drawer
mechanisms caused by the customer, damage to floppy drives/CD/DVD Rom drives by
the insertion of foreign objects, or damage caused to printer and modem
connection leads. We will only guarantee modem/ISDN/broadband/external
devices if high voltage surge protectors have been used. Also normal tear &
wear, abuse of the items and operating the device beyond the normal specifications
is not covered.
We will only setup the relevant device driver when replacing a component
under guarantee, any additional work to install other third party programs or
utilities etc. will be charged at the normal hourly rate. For replacements of
hard drives under guarantee, we will restrict our free labour to include
installation of the previous operating system and device drivers only,
(excluding any extra programs, external devices or peripherals). Any
additional labour will be charged at the current standard rate.
We do not guarantee our
labour, but in the event of a complaint we aim to resolve disputes fairly,
please refer to term 9 for more information.