1 – Customer Service:
(a) Withdrawal of Services: bits reserves the right to withdraw offers and services at any time at its discretion, including any free services.
(b) Quotations: any price quoted for a part cannot be guaranteed, either because the price of the part has increased, the part required for the repair is different or the part is not available anymore. If the price is more than that which was agreed upon to perform the repair, and the customer does not wish to proceed with the repair, bits will return the item back to the customer unrepaired free of charge.
(c) Discounts: any discounts offered are only applicable to labour charges. bits will only accept one discount with any single purchase, bits will take the highest applicable discount when faced with multiple options.
2 – Repair Service:
Some repairs may require the re-installation of your item’s operating system. This involves wiping your hard disk clean and re-installing the operating system back to the point when your item 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 item once the operating system has been re-installed, please let us know. Original/faulty parts can be retained for customers if requested upon booking in a repair.
Loss of Computerised Data:
bits strongly recommends that all customers backup their computerised data before any item is given to or left with bits for any repair. If required bits can backup data on its premises before any work commences, if it is possible, but cannot guarantee this. bits will in no way be responsible for any loss of business, data, files, pictures, information, programs or software. The customer is fully responsible for backing up such data.
Please note, failure of your hard disk, Solid State Drive ‘SSD’ or any other components inside your item can occur without warning during our intensive diagnostics. Virus and malware infections, corrupted operating systems can also damage your data and could lead to unpredictable problems and could result in data loss.
BitLocker: Built-in encryption that exists on Windows 10. When your drive is encrypted, you are provided with a unique 48-digit numerical password to unlock your drive. When we perform any repair or diagnostic on your Windows computer, there is a chance BitLocker will ask for this 48 character key to unlock your drive. This is an intentional measure as the computer does not know whether the access is authorised or not. We take no responsibility for data loss due to a customer not retaining this unique 48-digit numerical password.
Data Recovery: mattmac cannot guarantee the full recovery of customer’s data when recovering data from failed, unhealthy or damaged hard drives, or any other storage devices. However, the customer will still be liable to pay the full price, even if only part of the data is recovered (we may lower the cost at our discretion).
License Keys and Login details: mattmac may on occasion need your login details as part of the repair, without which certain repairs will not be possible. The customer is responsible to keep any Licence keys, Product keys or login details. Although we may have a record of this information (for a limited time period), we will in no way be held responsible if the customer has not kept their own record and are unable to login or find license keys for products they purchased.
4 – Guarantee:
bits offers 30 days guarantee on most Mac, laptop, iPad, and iPhone and computer repairs (see below for exclusions).
mattmac offers guarantees only on hardware repairs, however, there may be some exceptions to the rule, which will be specified at the time of repair stating that there is no guarantee for this particular type of repair, and customers can decide if they wish to proceed with the repair with no guarantee. Issues caused by viruses, malware infections, problems with operating systems, software/applications, faults arising from accidental/physical damage (e.g. cracked iPhone or iPad screen) or incorrect use of the product are not covered by our guarantees.
Our guarantee does not cover known manufacturer issues (e.g. MacBook Pro screen anti-reflective issue). Any parts we fit or items we sell are subject to the accepted industry quality standards (e.g. most display manufacturers will allow for a few dead/stuck pixels per million pixels on the display). Likewise, dust particles present in-between a display and front glass/fascia/digitiser is not covered under our guarantee, as dust buildup in electronic devices cannot be remedied due to the static created by the electrical current within.
If bits believes that the item has been misused or tampered with in any way, the guarantee will be rendered void.
Your statutory rights are not affected, and common law protects you if you have been sold a misdescribed or a faulty product. The Consumer Rights Act gives you 30 days to return a faulty product for a full refund. After the 30 days have elapsed, you are entitled to demand a refund / price deduction if bits are not able to repair or replace the product adequately.
Although we offer good comprehensive guarantees for most of our repairs, there are some exceptions. Expensive parts for Apple Macs, laptops and PCs will only receive the guarantee offered by the third-party supplier, which is usually 3 months. E.g. MacBook Pro top assembly (screen, glass and lid) will be covered by a 3 months guarantee.
Logic Board, Motherboard, liquid damage, component level repairs and battery replacement will be covered by a 3 months guarantee.
In the event of a guarantee return where a hardware repair has been performed with no parts purchased, we will do our best to repair it. However, if the guarantee repair requires any parts, the customer will pay for them. If the customer wishes not to pay for the parts, bits will return the item without repair to the customer and no part/full refund of the costs of the original repair will apply.
Please note that if we repair your Apple device, it is Apple Policy to invalidate your warranty as we are an independent company using third-party parts. We cannot be held responsible if you are then, after a repair or diagnosis, refused service by Apple or any of their AASP’s either under warranty, an “Apple Service Program(s)”, or any other repair service they offer.
5 – Cancellation / Diagnostic Fee:
As it can take many hours to carry out a full diagnostic check on your item, often resulting in having to carry out elements of the repair up front, we will charge a diagnostic fee in the event of the repair being cancelled, if a part is not available or if it is not economical to repair. The diagnostic fee will be equal to half the labour cost of the repair, plus any parts which may have been ordered. We may waive any of these charges fully or in part, at our discretion. However, if the repair is cancelled after the item has been repaired or data has already been recovered, then the full repair cost/charge will be payable.
We reserve the right to charge the full labour fee, even if a repair has not been carried out, and we have only performed a diagnosis. This is to cover the time spent working on the device, as often a repair must be carried out in part to achieve a diagnosis.
6 – Abandoned / Unclaimed Items:
Any item not collected within 90 days will be disposed of if prior arrangements have not been made. Once the customer’s item has been repaired, declared irreparable or awaiting a response from the customer, it must be collected within 90 days from the time the customer is informed. If the customer fails to collect the said item, bits will dispose of, recycle or sell the item to recover costs. bits is not responsible for any data loss from unclaimed items. It is important that you check your details on your receipt 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.
7 – Payment:
bits accepts payment by cash or card. Any item received for repair, will remain the property of bits until the invoice is paid in full. Payment must be received prior to return of the repaired item. Failure to pay will result in your item being retained for a period of 90 days before being disposed of, recycled or sold to recover costs.
Once the customer has agreed to any work being undertaken, bits reserves the right to ask for full or part payment prior to the work being commenced. Where part or full payment is still pending, it will be required on return of the repaired item.
Should payment not be received on the due date or an online payment not received or is reversed, then bits will charge interest as detailed in the Late Payment of Commercial Debts (Interest) Act 1998 as amended and supplemented by the Late Payment of Commercial Debts Regulations 2002 which allows interest to be charged at 8% over the Bank of England Base rate and allows recovery of other expenses (http://payontime.co.uk).
bits takes the non-payment of its invoices very seriously and does pursue outstanding accounts.
8 – Nationwide Collections & Deliveries:
Our courier service is covered by a basic £100 insurance, if you require extra insurance cover, you must let us know during the booking of your collection/delivery. For an extra fee we can cover your item up to a maximum of £1100. Return or collection postage is at the customers’ expense and not that of bits.
If there are any issues with items are either lost or damaged during transit, this will need to be taken up with the particular courier company that was in possession of your item at the time. bits will in no way be responsible for any loss or damage during transit.
9 – Data Protection:
bits will not share the customer’s data with any third party for any reason without the prior consent of the customer. All data will be collected, processed and held in accordance with our rights and obligations arising under the provisions and principles of the General Data Protection Regulation (GDPR).
bits has the right to pass on any personal data provided by the customer to relevant authorities including but not limited to the police. In the event that the customer is in breach of these Terms and Conditions, bits may also pass on any such information to credit reference agencies and debt recovery agencies.
Some repairs may require the recovery of customer’s data onto our system. This recovered/backed-up/transferred data may be held on our server for up to a maximum period of 90 days.
A Subject Access Request, Data Erase Request, and all other Data Protection/GDPR enquiries must be sent in writing via email to firstname.lastname@example.org. By law bits has 30 calendar days to respond.
10 – Sales:
Most of the products that we sell come with a 12 month limited guarantee (unless otherwise specified).
The guarantee excludes issues with: battery, charger, charging port, any physical damage, general wear & tear and any OS issues like crashing, freezing, app issues, viruses, etc. If the item/product fails within its guarantee period, we will either fix, replace with a similar item or refund. Which option we decide on is entirely at our discretion.
11 – Disclaimer:
bits accepts no liability in respect of any problem(s) it may not be able to remedy due to any matter beyond its control. This includes, but is not limited to the age, specification or condition of the customer’s item (e.g. liquid damage, accidental impact damage, GPU issues (failed reflow), etc.).
Under no circumstances shall bits 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 bits, 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 bits in respect of any loss, damage or injury arising from the provision of the services. For the avoidance of doubt, bits has no liability for customer data loss or damage incurred in any circumstances whatsoever.
It is completely down to the customer to test and check their item fully (not just the repair that was carried out) when they receive the item back from us, to confirm that all works have been carried out as per agreement with BITS, including any data. Any issues whatsoever must be reported within 14 days of the customer receiving their item from bits.
bits will in no way be responsible or liable for the loss or damage to an item, or any missing parts or any faults reported after this period – other than any work or parts that are covered by the guarantee.