Terms & Conditions of Service
1 – Definitions:
Bournemouth IT Solutions Ltd, trading as Bournemouth IT Solutions or BITS; hereinafter referred to as “BITS”. BITS is a limited company specialised in Apple and computer repairs, registered in England, number 7216794 with its registered office at: Gild House, 72 Norwich Avenue West, Bournemouth. BH2 6AW.
The customers of BITS may include individuals, unincorporated businesses, partnerships, limited companies and other organisations or anyone requiring the services of BITS; hereinafter referred to as “the customer”.
“Item” within this document refers to any article, software, hardware and associated accessories or other tangible objects belonging to the customer that is the subject of any discussion with BITS. Item is also inferred to be singular or plural.
2 – Customer Service:
(a) Services withdraw: BITS reserves the right to withdraw offers and services 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, or the part required for the repair is different or a modified version of the part is required. If the price is considerably 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 in its present unrepaired state 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.
(d) Free Loan of a Laptop Computer: “Laptop” refers to a MacBook, MacBook Air, MacBook Pro or laptop computer and accessories. BITS offers, at its discretion, free loan of a laptop whilst a customer’s item is with BITS for repair, available on request, subject to availability, ID required. BITS reserves the right to verify the identity of the customer, to its own satisfaction, by sight of suitable documentation. BITS will load a suitable operating system, wherever possible, as well as word processing software. The customer is responsible for loading any personal data that they require whilst the laptop is on loan. It is the responsibility of the customer to ensure that any personal data and files, open sites and passwords have been erased from the loan laptop after use. BITS will endeavour to remove any residual software and files at the end of the loan period at its premises and will not be able to provide the customer with any data left on the loan laptop. BITS cannot be held responsible for loss or theft of data.
The customer is responsible for the care of the BITS loaned laptop whilst on loan to the customer. The condition of the loan laptop will be checked visually by both parties before and after the period of loan (subject to an operational check following its return). Any damage will be charged at the cost of repair or replacement, whichever is the lesser amount. Should the loaned laptop not be returned, for whatever reason, within 20 working days of a request by BITS to return it, or if the laptop is lost, stolen or for any reason is unable to be returned to BITS, then the customer will be liable for a charge of £500 for laptops or £1000 for Apple products. If such an event occurs, the ownership of the laptop is then transferred to the customer and becomes the customer’s property.
BITS reserves the right to withdraw the loan laptop service at any time. Once the customer has been informed that the service has been withdrawn they will have 5 working days to return the laptop to BITS, after which there will be a charge of £5 per day for every extra day that the customer does not return the laptop to BITS.
3 – 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.
4 – 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 or software due to any failure of the system. The customer is fully responsible for backing up such data.
Data Recovery: BITS 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).
5 – Abandoned / Unclaimed Items:
Any item not collected within 3 months will be disposed of. 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.
6 – 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.
7 – Guarantee:
BITS offers a one year guarantee on most Mac, laptop and computer repairs, 6 months guarantee for tablet repairs and 3 months for mobile phone repairs.
BITS offers guarantees on hardware repairs only. Issues caused by viruses, malware infections, problems with operating systems, software/applications, faults arising from accidental damage or incorrect use of the product are not covered by our guarantees.
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, GPU, BGA repairs and battery replacement will be covered by a 3 months guarantee.
If BITS believes that the item has been misused or tampered with in anyway, the guarantee will be rendered void.
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.
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.
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 Data Protection Act 1998.
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 3 months.
10 – 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, 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 lost, 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.