Terms of Business
General Terms of Business
1 – Our service includes a visit by a PC repair engineer to your home or office. Engineers have been tested by Harpenden Computer Services to an acceptable standard and are experienced and/or qualified with qualifications recognised within the industry.
2 – Our charges are made for the time that our engineers are with you and there is a minimum charge of one-hour (plus VAT where applicable) quoted at the time of booking for all visits, subsequent time is then charged quarter hourly (plus VAT where applicable).
3 – We aim to provide diagnosis and repair (where possible) within a ‘reasonable’ period of time. Customers must accept that our charges are time-driven and the service represents the opinion of a professional employed by Harpenden Computer Services, we do not operate a ‘no-fix-no-fee’ policy.
4 – Customers accept that no refund can be made for repairs that cannot be made, due to conditions beyond our control.
5 – Full payment is required on the completion of work. Prior agreement will have been made at booking stage. Personal cheques are taken by prior agreement and must be supported by a valid guarantee card, not exceeding the card limit. (We regret we cannot accept business cheques without card support). Harpenden Computer Services charge-through costs for card transactions, (currently @ 0.50p for debit cards and 3.0% for Credit Cards and American Express). Verification vouchers must be signed by the customer to prove valid signatures when payment is made by this method.
6 – It is the customers’ responsibility to provide ‘licensed software’ and device drivers for all repairs. If proof of ownership is in question, Harpenden Computer Services may be unable to complete a repair, although our minimum charge will still apply. Licensed software is available from Harpenden Computer Services (POA) and can be purchased subject to availability.
7 – Harpenden Computer Services cannot be responsible for the performance and integrity of any third party software and/or services including Internet providers, although charges will still apply for work undertaken by us.
8 – 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.
9 – Harpenden Computer Services under no circumstances will be held responsible for any lost or corrupt data during or after a visit. Customers should possess 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 by request from the customer, provided it is not corrupt).
10 – Harpenden Computer Services aim to provide solutions to our customer in the shortest time possible, however for some repairs, (especially when dealing with intermittent faults), additional time may be required to achieve results. We prefer to stay on-site wherever possible to this end but as an alternative and with your agreement, PC’s can be removed for work to be carried-out off-site. A one-hour charge must be paid in order to do this and you will be informed of approximate work timescales as soon as possible within the next chargeable hour. Customers should agree timescales directly with engineers but in all cases, your pc will be returned to you within 7 working days. Test results can only indicate the condition of components at the time of testing. If we recommend further testing to clarify our diagnosis and customers do not wish to go over the initial one hour-charge, Harpenden Computer Services regret that refunds cannot be offered when time has hindered our overall performance.
11 – Upon completion of work, customers are asked to agree that the work has been undertaken to their satisfaction, please ensure at this point that you are satisfied with the work undertaken and have achieved a good understanding of the process of what we have done during the visit itself.
12 – Refurbished computers will always be supplied with genuine licensed copy of the operating system software unless specifically agreed to be supplied without such software. Refurbished computers are guaranteed for 90 days from the date of invoice against hardware failure. Problems arising from misuse, failure to adequately protect the computer from viruses, spyware, malware and other such malicious programs are not covered. The price of the refurbished machine includes delivery and basic set up. The connection of internet/network access, printer or other peripherals is not included and, if required, will be charged at our usual hourly rate, see terms 2).
13 – If you are unhappy with our service, please write to us at your earliest convenience to: Harpenden Computer Services, 139 Aldwickbury Crescent, Harpenden, Herts. AL5 5SS. We aim to respond to you in writing within 7 days and where an investigation is necessary, we will inform you of what action that we will be taking.
14 – If a complaint is made where remedial work is still necessary, please telephone us immediately, we will arrange an appointment for an engineer to ‘assess’ the work originally undertaken and report his findings. This may be a different engineer depending on the area that you live. 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 rate of £50 (plus VAT where applicable) per hour or part thereof for remedial work to be carried out on your behalf.
15 – Upon request, Harpenden Computer Services 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.
16 – A £20 charge will be levied to an unpaid bill if a cheque is ‘stopped’ or ‘bounced’. Application to the Courts for full debt recovery and judgement against you will follow adding a daily interest charge, based on 8% per annum.
17 – Harpenden Computer Services recommends specific software products to remove MALWARE infections (any software programme developed for malicious use to include viruses, spy ware and ad aware). It is the customer’s responsibility to protect their PC immediately after our visit and continue to update software as/when required, failure to ensure total protection may result in subsequent re-infections and Harpenden Computer Services will not accept responsibility for any recurrences after a visit.
18 – Engineers carry a good selection of general stock for purchase. If we are unable to supply a part to you for any reason during an appointment, we will collect payment in advance and return to install it as soon as possible. (A minimum charge of half an hour + VAT will be levied for labour upon re-visiting).
19 – For quality and training purposes Harpenden Computer Services may record all telephone calls.
1 – Harpenden Computer Services will provide a one-year guarantee for parts and software media purchased from us, (please provide proof of purchase).
2 – Faulty components (purchased from Harpenden Computer Services under guarantee and with proof of purchase) should be reported by phone. An appointment will be made for an engineer to visit you within 7 working days of your call. We will replace any part under guarantee where possible during our visit, if a part must be ordered, we will advise you of timescales. If you wish for a faster service, you may chose to make an appointment for the same day that you call this service will incur charges at the current hourly rate.
3 – If we are visiting you within 7 days and after diagnosis the engineer considers the part we supplied not to be faulty, you will be charged a one-hour minimum fee (plus VAT where applicable) for our visit.
4 – Our guarantee does not cover damage to 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, modem or network connection leads. We will only guarantee modem/ISDN/broadband/external devices if high voltage surge protectors have been used.
5 – Faulty software bought from Harpenden Computer Services, must be returned by post for examination, with proof of purchase, as soon as the fault is discovered. Replacements will be sent by return post. Please note that damage to disk surfaces will not be covered. Replacement software will be returned by post.
6 – Harpenden Computer Services will only install the relevant device driver when replacing a component under guarantee, any additional work to install other third party software applications or utilities etc. will be charged at the normal hourly rate.
7 – For replacement hard drives under guarantee, replacement does not include the re-install the previous operating system and device drivers. Should you wish for us to carry out this work, labour will be charged at the current standard rate.
8 – Harpenden Computer Services do not guarantee our labour, but in the event of a complaint we aim to resolve disputes fairly, please refer to terms 13 and 14 for more information.
1 – Payment is due on completion of work.
2 – Payment can be made via Cash, Cheque (made payable to Harpenden Computer Services), Card (Debit or Credit) where available and Internet Bank Transfer.