Core-Concept provides mobile on-site computer maintenance, support and consulting services (“the services”). The services are provided to the Customer subject to the following Terms and Conditions of Service. The Customer agrees that by confirming a booking the Customer agrees to the Terms and Conditions of Service set out herein.
Workshop Repairs
Upon Core Concept receiving your PC Desktop/Laptop for fault diagnosis in the workshop an inspection fee of £35 is payable. This amount is to cover the time diagnosing the faults. In the event of a repair going ahead this amount will be deducted from the final total. In circumstances where no repair is undertaken at the request of the customer, or repair is not feasible, this amount will be kept for the time spent diagnosing the faults with the unit.
Please allow up to seven days before contacting us to discuss the progress of any workshop repair as this allows the technicians to concentrate on solving your computer issues. Most jobs will be completed within this time except in exceptional circumstances.
After any repair is complete, it is the responsibility of the customer to ensure proper operation of any software unless the software was part of the reason for the computer being brought in for repair. Re-installation of any software that is Non-functional due to the nature of the fault/repair is the responsibility of the customer or is chargeable separately.
Equipment Repairs
Hardware such as (Tape Drives, Internal/Portable Storage Devices, Printers etc) will be repaired by our 3rd party affiliate/partner providers and will be collected and delivered back to your place of business by a selected courier service. We will require a 75% deposit to cover the repair and transit cost. We will notify you of the collection date along with your packaged item. This keeps everything in-house. We will not be liable for missed collections and charges may occur if we need to re-order the collections service.
Software
Core Concept reserve the right to refuse to install any software that we suspect may not be legal or correctly licensed. It will not be possible to install any software without a valid license key.
Frequently Asked Questions
Q. If I need Core Concept to upgrade a PC with new hardware components, when is a new operating system needed? e.g., new Windows XP, Vista, 7/8, Software Etc.
A. Normally, we can upgrade or replace all of the hardware components on a computer—except the motherboard—and the customer can still retain the license for the original Microsoft OEM operating system software. If the motherboard is upgraded or replaced for reasons other than a defect fault, then a new computer system has been created. Microsoft OEM operating system software cannot be transferred to the new computer, and the license of new operating system software is required.
If the motherboard is replaced because it is defective, you do not need to acquire a new operating system license for the PC as long as the replacement motherboard is the same make/model or the same manufacturer’s equivalent, as defined by the manufacturer’s warranty.
Q. If I need Core Concept to reinstall the operating system on a machine purchased from a direct OEM Supplier (e.g., Acer, Dell, and HP) what needs to be taken in to consideration?
A. A customer who wants Core Concept to reinstall the Windows operating system must provide recovery media from the direct OEM Supplier because the software is licensed to the customer for use on that PC by that OEM Supplier. You cannot use your own OEM to reinstall the operating system, or any other version of media because these versions are different from the original OEM Windows license you acquired from the direct OEM Supplier.
A customer who doesn’t have a backup copy/image of the software for reinstallation will need to contact the original OEM Supplier and request replacement recovery media; a charge may occur for the media. We will use that media to reinstall the operating system on that machine.
Q. I have purchased a retail version of Windows, does the same criteria above apply when installing an operating system.
A. No, retail versions can be installed and moved to another computer as long as it’s only installed on one computer at a time. The previous Windows installation must be formatted/deleted. You may have to contact Microsoft and explain the situation to complete the new activation process. Activating Windows on the second computer will automatically deactivate the license for the first computer. The key will work with both 32 and 64 bit, but only one can be installed at a time.
Cancellation
Any cancellations made within 24 hours of the arranged time of appointment may be subject to a cancellation fee of £25.
Service Limitations
Core Concept and /or its third-party service providers reserve the right to refrain from providing any or all services ordered and refund from the customers payment, wholly or in part, if technical conditions or customer requirements are unusual, extensive or beyond the scope of this service agreement as reasonably determined by Core Concept and/or its third-party service providers.
No Fix-No Fee Policy
Our ‘No Fix No Fee’ does not apply if the customer is advised on a suitable solution but decides not to take it. In this situation, the client may be required to pay fees to cover diagnostic and call out charges, not exceeding £45. If the engineer is able to resolve the problem or affect the repair, but is only prevented from doing so because the customer does not possess the required software CD-Rom or Product Key, then the customer is charged for the engineer’s time spent to that point. This policy does not apply to data recovery, computer virus or spyware problems or to cases in which the computer has been struck by lightning.
Payment
The Customer will pay Core-Concept the amount stated on the Core-Concept invoice/work report at the time Core-Concept attends the Customer’s premises. Core-Concept will attend the Customer’s premises for the period agreed by the Customer prior to or at the commencement of the appointment. Core-Concept will endeavour to diagnose and/or remedy the problem(s) described by the Customer at the commencement of the appointment. If the problem(s) has not been remedied at the end of Core-Concept attendance, Core-Concept will discuss with the Customer the options available. The Customer may ask Core-Concept to continue working on the problem(s) or make a further appointment. The Customer may terminate the appointment at any time. On termination the Customer will pay Core-Concept the amount incurred in respect of any additional time, if any. Payment is to be made in cash, or cheque and credit/debit card payments are made via our secure online website and Paypal Checkout gateway and are subject to a 3.5% surcharge. In the event of non-payment, default or dishonoured cheque Core-Concept will charge interest at the rate of 8% per month from the date of the invoice up to and including the date the payment is made in full.
Late Payment
Accounts, Invoices that are outstanding after terms/days stated will result in a reminder been sent. Accounts, Invoices that have not been settled within our payment terms will incur a late payment charge of 8% per calendar month of the amount outstanding.
VAT
Core Concept Computer Services do not charge VAT. This saves residential clients and small businesses 20%.
Liabilities
Core-Concept accepts no liability in respect of any problem(s) it may not remedy due to any matter beyond its control including but not limited to the age, specification or condition of the Customer’s hardware or software, Customer’s failure to co-operate, provide appropriate software discs, drivers or product serial numbers or any fault with the Customer’s Internet Service Provider. The Customer hereby confirms that a full back-up of the Customer’s hard-drive has been made prior to Core-Concept commencing the services and that there is no legal restriction or impediment to Core-Concept providing services to the Customer. A disclaimer must be signed by the customer prior to any work taking place.
Under no circumstances shall Core-Concept be liable either in contract, tort or otherwise, to the Customer, its employees, agents, or any third party, for any injury or damages, including without limitation, any direct, indirect, special or consequential damages, expenses, costs, profits, lost savings or earnings, interruption to business activity, lost or corrupted data, or other liability arising out of, or related to the services provided by Core-Concept or out of the installation, de-installation, use of, or inability to use the Customer’s computer equipment, hardware, software or peripherals. The Customer will, upon demand, indemnify Core-Concept in respect of any loss, damage or injury arising from the provision of the services. For the avoidance of doubt Core-Concept has no liability for Customer data lost or damage incurred in any circumstances whatsoever, before, during or after the service.
Confidentiality
Core-Concept will maintain the confidentiality of the Customer’s files and/or data and undertakes not to provide any Customer information to any third party save in the event it is lawfully required to do so. Core-Concept reserves the right to refuse the provision of services for any reason including but not limited to circumstances such as the presence of unlicensed or illegal software or material or material of an obscene or pornographic nature on a Customer’s computer. If for such reason Core-Concept terminates the services the Customer shall be liable for and pay to Core-Concept, at that time, the charges incurred in respect of time spent, in accordance with clause 3 above.
Goods provided by Core-Concept
Core-Concept may make recommendations to the Customer or the Customer may request that a product be provided by Core-Concept in order that Core-Concept can perform the services. All expressed or implied warranties, description, representations and conditions as to fitness or suitability for any purpose in respect of the services, including in respect of any product, including but not limited to any item of software, hardware or peripheral provided by Core-Concept, are expressly excluded. For the avoidance of doubt, Core-Concept has no liability as to the suitability for the performance of the services, of any product manufactured, sold or supplied by any third party, whether or not that product has been recommended to the Customer by Core-Concept. Any hardware, software or equipment provided to the Customer shall remain the property of Core-Concept until full payment is received.
Return Visit & Complaints Policy
In the unlikely event of any dissatisfaction with the service provided by Core-Concept, the Customer should immediately contact Core-Concept on 0844 504 9205 (Ext 2). Core-Concept will make an appointment for a return visit by the Technician. The Technician will endeavour to rectify the problem. If the cause of the dissatisfaction was due to a matter beyond the control of Core-Concept, the Customer shall pay for the additional time incurred at Core-Concept normal rates. If the problem arose directly as a result of Core-Concept previous attendance no further charge shall be made, ( Only within a 72 hr period, from the time of the Service/Fix. ) This warranty does not cover for further software, network, toolbar installations and new malware problems, once the technician has performed the service and successfully repaired the system.
Limitation of liability & Release
By leaving your equipment at the Workshop and paying the “Inspection Fee”; it is deemed that you accept the above terms and conditions, and agree to release and hold harmless Core Concept, and/or its third-party service provider from and against any loss, liability, or damage, including without limitation any indirect, incidental, special or consequential damages, expense, costs, profits lost savings or earnings or liability that you the owner, or lessee may suffer arising out of, or related to, the services provided by Core Concept. This includes but is not limited to data loss or lack of function in any component or element of your computer system and/or Peripherals and any changes or alterations to your software as a result of Core Concept and/or its third-party provider`s agents, partners, affiliates, and/or third-party services providers.
I have read and agree to the Terms and Conditions listed above.
