In these terms and conditions, references to “we” and “us” are to Stephensons IT Support Solutions Ltd.

By using services provided by Stephensons IT Support Solutions Ltd you are entering into a contract with us. The terms below set out our obligations to you and what you are agreeing to.

Our 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.

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 Assistance

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 talk about all the 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 held responsible or liable for 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.

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 to authorise a return under warranty.

Diagnostics

It can take many hours to fully diagnose your computer. If you decide to not go ahead with the repair, a diagnostic charge of £25.00 will be applied.

Liquid damage items are subjected to a non-refundable cleaning fee before we start any repair/diagnosis of the device.

Abandoned Devices

Any computer that has been left abandoned for over 90 days will be recycled or disposed of 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 & Diagnostic 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 3-5 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.

Refunds for Good 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.

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.