Factoids Basic Services T&Cs

Your use of Totally Techy services is governed by the following terms and conditions. Please read them carefully. They do not affect domestic consumer rights.

These terms may be amended or replaced by other Terms & Conditions on a service by service basis or if a contract exists between us (for example business support contracts). In these terms and conditions, references to "we" and "us" are to Totally Techy Ltd (Company 06595441) and 'Techie' is our name for an engineer. Our registered address is 165 Field End Road, Eastcote, Middlesex, HA5 1QL.

Our Agreement
By using services from Totally Techy 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. Our Agreement may begin when you hand over equipment (laptop, computer, hard drive etc) for repair or diagnostics, book a Techie for a call-out, agree to a remote control session, sign a contract or when you pay any fees to us (whichever is earliest).

One Off Call Outs / On Site Visit
Our contract with you is not legally binding until 6.00pm the day before our Techie is due to visit you. For a service visit scheduled on a Monday the order becomes legally binding at 6.00pm the Friday before. You may cancel at any time up to this point and claim a full refund by contacting us. If you order more than one service, then each service may be cancelled separately for any reason.

Fees, Payment, Refunds & Complaints
We accept payment by Mastercard, Visa, Delta & Solo/Maestro. Payment is deducted when we process your order. Any refunds will be made to the credit or debit card used for purchase. All prices and charges on this site are in UK pounds. They include any VAT payable unless stated (e.g for buseinsses). All complaints will be dealt with under our Code of Conduct which is available in store or on our website (totallytechy.com/factoids).

Policies
We will honour all policies applicable to the service being performed (or purchase) unless agreed in advance (e.g. On inspection, a Techie informs you that it will be exempt from one policy or another).

Accuracy
We try very hard to ensure that all information we give out is accurate. However, we may occasionally get things wrong or make a mistake with our offers, services or prices. If we notice an error before proceeding, we will cancel this contract and contact you to see if you wish to continue with the new, revised offering. If we notice after a job has been started then we will continue any reasonable work at the incorrect terms.

Scheduling
We will always try to perform any service or call out in good time and as soon as we can. Sometimes, after making an agreement, 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, you may cancel your order and claim a full refund for the service affected. If we need to arrange repeat visits or remove your machine for repair, you will not be charged any additional fees, only for the total labour cost (subject to our normal Price Cap Promise policy).

Missed Appointments
If you are unable to keep a service appointment or there is no adult present at the address specified during booking when the Techies 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. If you subsequently cancel your service, we will charge you the Diagnostic Fee.

Work Guarantee
All our work is guaranteed for one month. This means that if you have the same problem that we have fixed, or any fault with the parts we have used, we will either try again, or we will refund your money in full. This guarantee excludes other unrelated faults, other components or faults caused by the user or incorrectly used software, or any areas specified by the Techie at the time of repair (e.g. the Techie informs you to remove bad software but you do not). Software issues are guaranteed for one month. We do not offer ANY guarantee where you are using illegally installed software (including the Operating System).

Additional On-Site 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. When arriving on-site, a Techie will need the following:

• an adult (over 18 years of age) who has a basic knowledge of the service required or any problems encountered to be present
• access to the area and equipment being serviced and the electricity mains, plus light and power
• your agreement to follow our reasonable instructions

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

• a person with administrator level access present or permission to bypass
• any relevant software recovery disk(s) (or other media)
• Certificate of Authenticity
• 100% Legal Software

If you do not comply with the above requirements and we are unable to fix your computer for that reason we will retain the Diagnostic Fee and cancel our agreement.

Additional In-Store 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. We require the following when working on your machine:

• a person with administrator level access to supply username & password or permission to bypass
• any relevant software recovery disk(s) (or other media)
• Certificate of Authenticity
• 100% Legal Software
• Agreement to approve End User Licenses on your behalf

If you do not comply with the above requirements and we are unable to fix your computer for that reason we will retain the Diagnostic Fee and cancel our agreement.

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. You must inform us of any unusual circumstances, file locations, encryptions, security packages, dual boots, or anything else that is non-standard. 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 or job regarding:

• any loss or corruption of data, information or records (including stolen or lost equipment);
• 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;
• any loss that is not reasonably foreseeable.

"Abandonded" - Rack Rent, Forfeit of Equipment & Unpaid Fees
After notifying you of a complete job/repair/service we will hold your equipment free of charge for one month. After one month, we will charge a rack space fee of £5 per week. After a further two months, we will assume ownership of all items that have not been collected and items sold. Any difference between money owed to us (including the rack rent) and the sale price will be held for one year.

We will hold your equipment until full payment has been made. Failure to make payment will result in us following the abandoned process as described above.

Other Notes
The following notes are made about our service, they are included in these terms and conditions to ensure you are aware of them and that you agree to them.

• We may open your documents, photos, music etc as part of a service. We will not open them unless we are required to (for example, if you want us to recover data then it would be wise of us to check those files are readable).
• You grant us the right, during software installation or repair, to agree to reasonable terms and conditions on your behalf (e.g. Windows License).
• We may break your warranty seals - if you have warranty, you may lose it.
• We may send your machine off site to another workshop of ours or to a 3rd party.