The PC Clinic endeavours to provide its customers with the highest level of service at all times.Your use of the PC Clinic Site services is governed by the following Terms and Conditions. Please read them carefully. They do not affect your statutory rights.

Our Agreement

By using services from PC Clinic Site, you are entering into a contract with us. The terms below are important and set out our obligations to you and what you are agreeing to.

5 Days Warranty

All the PC Clinic services carry a 5 day warranty on expertise.

This means if there is a recurrence of the same problem we had fixed or any fault which is connected 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 money 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 through the incorrect use of software or downloaded material, or by faults arising from accidental damage or incorrect use of the product.

If the computer case has been opened, your warranty will be void. Payment due before any goods will be released. No liability will be accepted for systems that have failed due to general misuse, neglect, overclocking of any component, accidental damage, repairs/attempted repairs by any unauthorized person, items being incorrectly fitted into the system i.e. graphics cards etc. and any software conflicts.

Should any products carry a manufacturer’s extended warranty period it is the sole responsibility of the buyer to liaise directly with the manufacturer of the product for full details of the warranty agreement should it be found to be faulty? Should any system be returned to us and subsequently found to be not working because of any of the above factors we reserve the right to charge you for repairs and the cost of any equipment requiring replacement, or alternatively we will return the unit back to you with no repairs at your cost. Costs that would be incurred include extra travelling.

Booking Service Slots

If you wish to book an appointment for our service(s), you can do so by visiting or calling our office on 0800 5300 412.

Appointments for one of our technicians to visit your home to ‘Pick Up and/or Delivery’ can be made for a specific day, Monday to Saturday, and our technician will visit you between 9.30am and 5.30pm.

Alternatively you can drop off your PC/Laptop into our PC Clinic based at 102 Westcombe Hill, Blackheath, London, SE3 7DT.

Appointments are subject to availability and will be allocated on a first come, first served basis.< /p>

The date of the appointment slot for your technician service visit will be confirmed over the phone and/or in the e-mail we send you after you have placed your service order.

Our technician will call you on the morning of the appointment between 8.00am and 10.00am to advise you of the estimated time of arrival (if the visit is planned to be before 10.00am then you will get a call before the visit).

The Technician will try and be as specific as possible but may only be able to give an indication of when he intends to arrive, for example, within a 2 hour window. Sometimes it may be necessary to re-schedule an appointment due to factors beyond our control. If it is necessary to do this, we will telephone you to try to re-schedule another appointment as soon as reasonably possible at a mutually convenient time.

In the unlikely event we do have to reschedule an appointment at any time you may cancel your service order and claim a full refund for any services paid in advance.

Cancelling or Changing an Appointment

You may cancel or make a change to a home visit appointment at any time before 4.00pm the day before the appointment date (or the Friday before for a Monday appointment).

Cancellations made before 4.00pm on the day prior to the appointment (or the Friday before for a Monday appointment) will be entitled to a full refund of the service paid for. If you cancel or change an appointment after this time we will do our best to re-arrange our schedules without cost to you but we may withhold up to 20% of the fees paid to cover our cancellation costs.

Service cancellations can be made by telephoning the PC Clinic Site on 0800 5300 412 and by email to support@pcclinicsite.com.

Cancellations for remote services (those services for which a technician assists you but is not present, for example over the phone or an internet connection) may be made before use of the service commences.

Missed Appointment

If you are unable to keep a service appointment or there is no adult present at the address specified during booking when the technician arrives then we will leave a note to say the engineer called. Please re-book the appointment using the number specified in the confirmation e-mail or on the calling card.

Service Visit Requirements

IMPORTANT: You are responsible for ensuring that all data and information on your computer or other hardware is saved and appropriately backed up before we access your system. We will not be responsible for any loss of data, information or records

If you book an In-Home service appointment we will need the following at the time of appointment:

1. An adult (over 18 yrs of age) who has a basic knowledge of the service required or any problems encountered must be present;

2. Access to the area and equipment being serviced and the electricity mains, plus light and power;

3. Your agreement to follow our reasonable instructions;

In addition to the above requirements, if we will be working on your computer we will need:

1. A person with administrator level access present;

2. Any relevant software recovery disk(s) (or other media); and

3. A connected CD or DVD writer or reader.

Your computer system having a Microsoft Windows XP or later operating system, if you do not have these our Technician will still try and complete the requested service but as earlier systems are not supported by the licensee chances of a successful resolution may be limited (this will not affect your no-fix-no-fee).

If your software is, or appears to be, unlicensed we cannot perform a Fixed Price Repair.

If you do not comply with the above requirements and we are unable to fix your computer for that reason we may retain up to 20% of the fees paid by you.

NOTE; about the important information above, for insuring that all data and information are backed up before we commence any work on your computer. If this has not been done because you are not too sure how to do this, or you do, but unable to do so because you don’t have the facilities, please indicate this when booking an appointment, noting down where the files and folders that are to be backed up. For pricing on this service please refer to our Price List section on our website www.pcclinicsite.com. In the event you realize that you haven’t backed up your data while we are on-site or have your PC at our Repair Centre, please enquire ASAP with the technician assigned to your booking.

Remote Services

Whilst our engineers will use reasonable amounts of knowledge, skill and care to resolve problems you have referred to us, you accept that we may not be able to correct your problem using our remote support service due to circumstances beyond our control. In the event that it is not possible, we will discuss alternative methods with you in order to resolve your problem, including our in-home service. We rely on the information you give us to operate this service. Such information must be complete and as accurate as possible to enable use to effectively resolve your problem.

PLEASE NOTE remote service is only available to monthly subscribers of our One Tech Support Membership. For more details call us on 0800 5300 412 or pop in to see us at 102 Westcombe Hill, Blackheath, London, SE3 7DS.

Software Licenses

Any software patches, upgrades or fixes applied to your system by our engineers during either a Remote Service or an In-Home appointment, are licensed to you by us or the relevant third party licensors for your own reasonable personal and non-commercial use only unless otherwise stated. You may not supply such software to anyone else. The licensor retains all copyright and other intellectual property rights in such software.

Liability Exclusions

We do not have specific knowledge of your computer and its configuration. Whilst we will use our best efforts to minimise disruption to your system, we cannot be responsible for any unforeseen consequences of our services. Our services may affect manufacturer warranty validity. It is your responsibility to assess the effect of our services on any manufacturer’s warranty and take appropriate action. We cannot be responsible or liable to you in relation to any service regarding:

   any loss or corruption of data, information or records;

   any loss of goodwill, or any loss of (or interruption to) business or contracts;

   any failure by you to follow our reasonable advice, recommendations or instructions;

   any losses you may suffer arising from your use of (or failure to use) any anti-virus software; and

   any loss that is not reasonably foreseeable.

Information We Require and Use of Information

We will ask you for certain details which we require to perform the service. This includes address and contact telephone numbers able to accept incoming calls and an e-mail address. We may record your conversations with our engineers for training or records purposes. Your data protection and privacy rights regarding other information we may collect are set out in our Privacy Policy.

Complaints

If you have any problems we would recommend you e-mail us at support@pcclinicsite.com however if you prefer to write we can be contacted at: PC Clinic Site, Customer Services, Westcombe House, 102 Westcombe Hill, London, SE3 7DT

PC Clinic Site reserves the right to change any terms and conditions at any time without prior notice to the client