Terms of Service

1. Introduction

Welcome to PC Fix Express. These Terms of Service ("Terms") govern your use of our computer repair services. By booking a collection, using our website, or engaging our services, you agree to be bound by these Terms.

PC Fix Express is a trading name of Razvan Duda, a self-employed computer repair technician serving the Surrey Hills area.

If you do not agree with these Terms, please do not use our services.

2. Description of Services

PC Fix Express provides door-to-door computer repair services including:

• Diagnosis of hardware and software issues
• Laptop and desktop computer repair
• Virus and malware removal
• Data backup and recovery
• Hardware upgrades (SSD, RAM, etc.)
• Software installation and troubleshooting
• Home network and Wi-Fi setup
• New computer setup and data transfer

We reserve the right to modify or discontinue any service at any time without notice.

3. Service Area

Our services are available to customers located in the following areas:

• Cobham (KT11)
• Oxshott (KT22)
• Ashtead (KT21)
• Fetcham (KT22)
• Great Bookham (KT23)

For locations outside these areas, we may at our discretion provide services but additional charges may apply.

4. Booking and Collection

4.1 Booking

Bookings can be made through our website (www.pcfixexpress.co.uk) or by phone. When booking, you agree to provide accurate information including:

• Your name and contact details
• The device type and description of the problem
• Your address for collection
• Preferred collection and return times

4.2 Collection Appointment

We will agree a collection time with you. We aim to be punctual but:

• Collection times are estimates and may be affected by traffic or previous jobs
• If we are running late, we will contact you to advise of the new estimated time
• If you are not available at the agreed time, a failed collection fee may apply

4.3 Access Requirements

Please ensure:

• Someone is available at the agreed address to hand over the device
• Safe access to the property is available
• Any necessary passwords or login details are provided (if diagnosis is needed at collection)

5. Diagnosis and Repair

5.1 Diagnosis

After collection, we will diagnose the issue with your device. This is included in the £99 fee. We will then:

• Contact you with our findings
• Provide a quote if parts are required
• Obtain your approval before proceeding with any paid repair

5.2 Parts and Components

The £99 service fee covers collection, diagnosis, and return only. Parts are charged separately:

• We will provide a written quote for any required parts
• Parts must be approved by you before we order them
• Payment for parts is required before or upon delivery of the repaired device
• We use quality parts; we will discuss options if different quality/price options are available

5.3 Non-Repairable Devices

If your device cannot be repaired:

• We will explain the reason why
• A £50 fee applies to cover collection, diagnosis, and return attempts
• The device will be returned to you
• We may offer data recovery options if applicable

5.4 Turnaround Time

While we aim for quick repairs, turnaround times vary:

• Software issues: Typically 1-2 days
• Hardware repairs: Typically 3-5 days (depending on parts availability)
• We will provide an estimated completion time after diagnosis
• We are not liable for delays caused by parts suppliers or factors beyond our control

6. Payment Terms

6.1 Service Fee

The standard service fee is £99, which includes:

• Collection from your address
• Full diagnosis of the issue
• Repair labour (excluding parts cost)
• Return of your device

6.2 Payment Methods

We accept:

• Bank transfer (preferred)
• Cash
• Card payments (via secure payment link)

6.3 Payment Timing

• The £99 service fee is due upon delivery of the repaired device
• Parts must be paid for before or upon delivery
• For non-repairable devices, the £50 fee is due upon return

6.4 Non-Payment

If payment is not made within 14 days of invoice:

• We reserve the right to charge interest at 8% above the Bank of England base rate
• We may refer unpaid debts to a debt collection agency
• You will be responsible for all reasonable costs of collection

7. Data and Privacy

7.1 Data Backup

We strongly recommend backing up your data before collection. While we take every care with your device:

• We cannot guarantee against data loss during repair
• Some repairs (e.g., operating system reinstall) may result in data loss
• We will discuss data implications before proceeding with any such repair

7.2 Data Privacy

We respect your privacy:

• We only access files necessary to diagnose and repair your device
• We do not copy, share, or view your personal files beyond what is needed
• We maintain confidentiality of all information encountered during repair
• Please see our Privacy Policy for full details

7.3 Password Security

• You may need to provide login passwords for diagnosis/repair
• We recommend changing passwords after service is complete
• We do not retain your passwords after service is complete

8. Warranties and Guarantees

8.1 Labour Warranty

We provide a 30-day warranty on our labour:

• If the same issue recurs within 30 days, we will re-repair at no additional charge
• This warranty does not cover new issues or unrelated problems
• The warranty is void if the device is damaged by you or a third party after our repair

8.2 Parts Warranty

Replacement parts typically carry a manufacturer's warranty:

• Warranty periods vary by part and manufacturer (usually 3-12 months)
• We will pass on manufacturer warranty benefits to you
• Please ask about specific warranty terms for your replacement part

8.3 Warranty Limitations

The warranty does not cover:

• Software issues not related to our repair
• Damage caused by misuse, accidents, or unauthorised modifications
• Issues caused by viruses or malware contracted after our service
• Normal wear and tear

9. Limitation of Liability

9.1 Device Care

We take reasonable care of your device:

• We are fully insured while your device is in our possession
• If your device is damaged due to our negligence, we will repair or replace it
• In the unlikely event of damage, we will contact you immediately

9.2 Data Loss

We are not liable for:

• Data loss during repair (please backup!)
• Loss of software, licences, or settings
• Consequential losses resulting from device downtime

9.3 Maximum Liability

Our total liability to you shall not exceed the amount you paid for the service, or £500, whichever is greater. This does not affect your statutory rights.

10. Customer Responsibilities

As our customer, you agree to:

• Provide accurate information about the device and the issue
• Be available at the agreed collection and delivery times
• Pay all charges when due
• Backup important data before service
• Inform us of any existing device warranties
• Not attempt to repair the device yourself after booking
• Remove any illegal or prohibited content from the device

11. Cancellation and Refunds

11.1 Cancellation Before Service

• If you cancel before we arrive for collection: No charge
• If you cancel when we arrive for collection: £25 call-out fee may apply

11.2 Cancellation After Collection

• If you cancel after collection but before diagnosis: £50 fee applies
• If you cancel after diagnosis: The £99 service fee applies

11.3 Refund Policy

• If you are not satisfied with our repair, please contact us within 7 days
• We will attempt to rectify the issue
• If we cannot rectify the issue, a refund may be offered at our discretion
• Refunds do not cover the cost of any parts supplied

12. Prohibited Items and Activities

We reserve the right to refuse service if:

• The device contains illegal content (as defined by UK law)
• The device has been reported stolen
• You behave in an abusive or threatening manner towards our staff
• Access to the property is unsafe

If we discover illegal content on a device, we may report it to the relevant authorities.

13. Intellectual Property

All content on our website (text, graphics, logos, images) is the property of PC Fix Express or our licensors and is protected by UK copyright laws. You may not use our content without prior written permission.

Any software, licences, or data on your device remain your property throughout the repair process.

14. Force Majeure

We are not liable for any failure to perform our obligations due to causes beyond our reasonable control, including but not limited to: acts of God, war, strikes, government actions, or supply chain disruptions.

15. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

16. Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

17. Your Statutory Rights

These Terms do not affect your statutory rights, including:

• Your rights under the Consumer Rights Act 2015
• Your rights under the Consumer Contracts Regulations 2014
• Your rights under the Data Protection Act 2018

18. Changes to These Terms

We may update these Terms from time to time. The updated version will be indicated by a revised "Last Updated" date. Continued use of our services after changes constitutes acceptance of the new Terms.

19. Contact Information

If you have any questions about these Terms, please contact us: