1) Our Agreement
By using services from the PC Surgeon® 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 with us. Our Agreement may begin when you hand over equipment for repair or diagnostics, book a Surgeon for a call-out, agree to a remote desktop support session, sign up to any tech support plans or prepaid tickets, any other contract or when you pay any fees to us (whichever is earliest).

2) One Off Call Outs / On Site Visit
Our contract with you is not legally binding until 6.00pm the day before our Surgeon 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.

3) Fees, Payment, Refunds & Complaints
We accept payment by Cash, MasterCard and Visa debit cards. Stickily NO cheques. Payment is deducted when we process your order. Any refunds will be made by cash or to the credit or debit card used for purchase. All prices and charges on this site are in UK pounds. For all complaints please contact us directly on complaints@thepcsugeon.co.uk.

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

Using our services

Booking an appointment

You can book an appointment online, call us on 020 7998 0104 (10am to 6pm) or message us via the PC Surgeon WhatsApp number on 07983749829 (8am to 8pm). One of our Surgeons will get back to you.

• Walk in appointments subject to availability, so please call us before coming. Our shop is open from 10am to 6pm Monday to Saturday.

What you agree to

You agree that you:

• Will not use the PC Surgeon® in any way that is Illegal or unlawful, or likely to encourage illegal or unlawful behaviour;
• Will not use the PC Surgeon® in any way that is likely to damage the reputation of the PC Surgeon®, to be a nuisance, harmful or deceptive to any other person;
• Will not be defamatory, obscene or offensive;
• Will use the PC Surgeon® in any way that will or is likely to infringe the copyright, trademarks or any other intellectual property rights of another person; and
• Confirm you are over 18 years of age.

We can only advice and handover equipment to customers who are the ones who have paid for the service, signed up to our tech support plans, other contracts or pre-paid ticket support plans.

The accuracy of the services, support or solution we provide depends on the accuracy and completeness of the facts you convey to us. We will not investigate your circumstances beyond the information disclosed by you. Please ensure you tell us everything that you think may be relevant to your issue and answer our questions as fully as possible.

5) 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, unless if we deem it not possible.

6) Scheduling
We will always try to perform any of our services in good time. 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 contact you to try to re-schedule, you may cancel your order and claim a full refund if you have already paid for the service. This does not include pre-paid ticket plans or any support contracts or contracts you have taken out with the PC Surgeon®.

7) Missed Appointments
If you are unable to keep a service appointment (in-store or remote services) please call us on 0207 998 0104 or message/WhatsApp us on 07983749829 to cancel the appointment (charge free), for all call outs or site visit appointments, a fixed rate of 1hr will be charged. Call outs and site visits must have account holder, registered customer or an authorised adult with permission of the customer present on site at all times, otherwise we will consider this as a miss appointment and you will be charged a fixed rate of 1hr.

8) Warranty
We provide a 30 day warranty on our labour only repairs, we make no warranty for data or computer files, and we disclaim any data warranty of any kind. This warranty excludes faults caused by viruses, windows updates or other software issues.

All brand new items and refurbished computers and laptops come with a 12 month return to base hardware only warranty from the date of the invoice unless stated otherwise. This warranty excludes faults caused by viruses, windows updates or other software issues. Where we offer and provide refurbished or reconditioned devices, monitors (inc LCD, LED screens), printers, computer peripherals, components and parts a 90 day return to base hardware warranty will be provided.

Warranty will become invalid if the manufacturers seal is removed or the hardware is tampered with in any way from which it was installed during a repair or service. Warranty on hardware and parts are only covered if they fail due to manufacturing defects and confirmed by the manufacturer or supplier. Failure due to mishandling of the equipment or inadequate subsequent servicing or failure from “fair wear and tear” the warranty will become invalid. Damage caused by a power surge, shorting or spikes, including but not limited to mains power and telecoms connections or other unspecified sources e.g. voltage fluctuation, amperage fluctuation, water ingress are not covered under the warranty. Furthermore, the warranty does not cover for any loss or damage due to negligence, mishandling, accidents, theft, water flooding, war outbreak, electrical storms, fire outbreak, earthquakes, or any other act of God.

All items covered by our warranty are on a return to base basis, customers will need to return the equipment to us. Any items collected from a customer’s home or business premise are subject to a call out fee, customers will be made are of this upon any warranty claim.

9) How to use your Pre-paid support tickets

How to redeem a ticket

Book an appointment and provide us with a detailed description of the issue you are having and one of our Surgeons will be in touch on how to best support you. Our Surgeons are able to help you instore, via remote desktop support or over the phone.

What we can help you with?

We can help you with any hardware or software issues, advice, suggestions, tips or recommendations that can be covered within 30 min. If we can't help you within the 30 min we will best advice you on a more suitable service.

What we can’t help you with?

The ticket cannot be redeemed to be used for the following services:

• Business consultancy;
• Developing or programming services;
• Infrastructure services;
• Call outs or site visits;
• Enterprise services; and
• Data recovery or data backup services from a failing hard disk drive.

Additional Terms and conditions:

• Only one ticket to be used per appointment/booking;
• Multiple tickets cannot be used for the same appointment/booking;
• A ticket is valid for 30 min, thereafter you will need to buy additional required time;
• The PC Surgeon® can refuse to redeem tickets at any time;
• All tickets are valid for 12 months, unused tickets cannot be transferred or refunded;
• Once a ticket plan is bought it cannot be refunded, transferred or cancelled;
• All discounts are valid for 12 months on all standard services (labour only); and
• Tickets are valid ONLY for instore, remote and over the phone/WhatsApp support. Call outs and site visits are not included.

10) 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 Surgeon will need the following:

• An adult (over 18 years of age) who has 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);
  • All relevant licence keys, accounts and passwords; and
  • 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 charge you for the call out and cancel our agreement.

11) 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 present or permission to bypass;
• Any relevant software recovery disk(s) (or other media);
• All relevant licence keys, accounts and passwords; and
• 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.

12) Additional remote desktop support 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.

One of our Surgeons will give you a call, you will be provided a link to download the software which will allow us to remotely access your computer. Once the Surgeon has access to your computer he/she will attempt to fix the problem. You will have the ability to terminate this remote access session at any time. The PC Surgeon® will always request your permission to remotely access your computer.

We require the following from you:

• Provide us with all the information we need to help you;
• Not to misuse our remote desktop support services;
• An adult (over 18 years of age) who has knowledge of the service required or any problems encountered to be present;
• A consistent broadband Internet connection;
• Your agreement to follow our reasonable instructions;
• A person with administrator level access present or permission to bypass;
• Any relevant software recovery disk(s) (or other media);
• All relevant licence keys, accounts and passwords; and
• 100% legal software.

Not all problems can be fixed with remote desktop support, if this is the case our Surgeons will let you know.

Issues we can help you with remote desktop support:

• Email issues;
• Software problems;
• Operating system updates;
• Security questions;
• Advice and Suggestions;
• Transferring data;
• System or internet slowdown; and
• Driver updates.

Issues we can’t help with remote desktop support:

• Web programming;
• Any forms of development;
• Business assistance or consultancy;
• Changes to core operating system files and directories;
• Changing or accessing passwords;
• Detailed tuition;
• Network and Wi-Fi issues;
• Hardware issues; and
• Any physical equipment problems.

Whilst our Surgeon’s will use reasonable skill and care to resolve your problems, you accept that we may not be able to correct your problem using our remote desktop 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.

If you do not comply with the above requirements, fail to provide us with or to follow our instruction, and we are unable to fix your computer for that reason we will retain the remote support fee and cancel our agreement.

13) Liability Exclusions
We do not have specific knowledge of your device 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. Please ensure you tell us everything that you think may be relevant to your device. 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);
• Loss of goodwill, or any loss of (or interruption to) business or contracts;
• Failure by you to follow our reasonable advice, recommendations or instructions;
• Losses you may suffer arising from your use of (or failure to use) any anti-virus software; and
• Loss that is not reasonably foreseeable.

15) Suspension or termination of your use of the PC Surgeon® and our services
If you are in breach of these terms and conditions, or we believe you are misusing our services we may take appropriate action. In serious cases or in the case of repeated misuse or where we cannot resolve the matter with you, we may suspend or terminate your use of our services, refuse you future access to our services or any other services we offer. In these circumstances you will not be entitled to a refund for any payment you have made for the service. Examples of misuse include, but are not limited to, being abusive to our staff or other inappropriate behaviour, using the service for illegal or improper purposes.

We take our responsibility to comply with the law very seriously, therefore, in the event that you are utilising our services for illegal purposes or we become aware of information on your computer that shows your involvement in any illegal activity, the PC Surgeon® reserves the right to contact the relevant authorities and disclose information relating to the illegal act. The PC Surgeon® does not accept liability for any losses, financial or otherwise, you may suffer in the event of such a disclosure being made.

16) 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;
• You grant us the right, during software installation or repair, to agree to reasonable terms and conditions on your behalf;
• We may break your warranty seals - if you have warranty, you may lose it; and

We may send your machine off site to another workshop of ours or to a 3rd party.