TERMS AND CONDITIONS
In these terms and conditions, references to “we” and “us” are to R&R Design.
By using services provided by R&R Design you are entering into a contract with us. The terms below set out our obligations to you and what you are agreeing to.
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. There will be additional charges associated with this service.
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.
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 we talk about all available options at the time of the remote repair session.
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 help responsible or liable to 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.
ONE YEAR WARRANTY
Unless stated, all non-trade services carry a one year warranty on both parts and labour. If in the unlikely event same problem happens that we have fixed or any fault which is related 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 payment 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 due to incorrect use of software or downloaded material, virus and malware infections, or by faults arising from accidental damage or incorrect use of the product.
Please note, you are responsible for the cost of returning your device to us or we can arrange our own courier at the standard rates.
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 for to authorise a return under warranty.
Trade Repair Warranty
Trade repairs carry a maximum 30 day warranty.
It can take many hours to fully diagnose your computer. This is a free service we offer to all our residential customers on condition that we repair your device while your device remains on our premises. If you decide to not go ahead with the repair, a nominal diagnostics charge of £19.99 will be applied or if your device is beyond economical repair we are happy to recycle your device in lieu of our nominal diagnostics fee.
Business / Trade Customers will be charged £19.99 vat standard diagnostics charge.
REPAIR / SERVICE CANCELLATIONS
It can take many hours to fully diagnose and repair your computer and often we need to purchase parts that are required for your repair. If at any time you decide to cancel the repair you will be liable to make payment of any parts ordered for your repair and a calculation of the cost of labour to the maximum of the agreed quoted cost of repair will be charged. We will not release any item back to you until payment in full is received.
COURIER COLLECTION SERVICE
We will always aim to collect or delivery your device at the time and day confirmed with you. Our courier service is a service provided by DPD or a similar national courier service and we will not be held responsible for delayed or missed delivery attempts. Please check your receipt or email to ensure your details provided are correct at the time of booking.
There will be charge of £9.99 for all MISSED or REFUSED collections. If the courier attempts to deliver outside the pre-arranged time, then they should leave a calling card for you to re-schedule the delivery. In this case only there will be no additional delivery charge.
Any computer that has been left abandoned for over 90 days will be recycled or disposed 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 & DIAGNOSTICS 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 3-10 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.
BROADBAND / ADSL SERVICE AGREEMENT
If you take out any of our broadband services, you will be entering into a 1 year contract from the invoice date. If you decide to cancel within 1 year of starting the service will you are liable to pay for the reminder of the contract.
During the booking in of your computer we will ask you for certain details which we require to perform the service. This includes your name, address, phone numbers and email address. We may also require your administrator password to access your computer to complete our service.
We may record or keep a detailed note of your conversations with our engineers for records purposes.
Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Ombudsman Services Ltd for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact Which? Trusted traders in the first instance on firstname.lastname@example.org
ONE YEAR WARRANTY