Terms and Conditions - Computer repairs and spyware removal etc. Our engineers can reach you in London and areas as far as Kent, Sussex, Brighton, Surrey, Hampshire, Portsmouth, Dorset, Bristol, Nottingham and Essex

Terms and Conditions

1) Please read our terms and conditions and details of our guarantee (below) or view them on our website www.pcdoctorltd.co.uk. They do not affect your statutory rights.
2) PC Doctor Ltd has registered under the ‘Data Protection Act 1998’ we reserve the right to share data with third-parties although it is not practise to do so at this time.
3) All calls are recorded for your protection and for training purposes.
4) By ordering products and services with PC Doctor Ltd, you enter into a contract with us, the terms we list below.
5) Our service is to provide technical support by telephone or by way of a home visit by engineers who have been tested by PC Doctor Ltd to an acceptable standard, who are experienced and/or possess qualifications recognised within the industry.
6) Telephone support may be obtained using our Helpline service on 0906 558 0032 between 08:30 – 17:00 Monday – Friday only. Calls are charged at £1 per minute and may last no longer than 20 minutes per call (although callers may redial). Yearly support packages are priced at a reduced rate of £120 including VAT due to limited staff resources. We apologise that there will be times where this service will be unavailable due to holidays and absence. Call 0800 018 5535 for more information. Both options may include remote support (providing you have an Internet connection). Telephone support repairs are not guaranteed; sometimes chargeable home visits will be necessary to complete a repair.
7) Our home visits are subject to availability and are made on a first come, first served basis. We will email, text and telephone you with important arrival information on the day of your visit. Please make sure you advise us as soon as you can if there is a need to cancel. Once our engineer is on his way to you and you have received notification of this, we reserve the right to charge a one-hour minimum charge (if you are not there when he arrives).
8) Home visiting charges (in all cases) are levied from the time that our engineers are ‘on-site’ and there is a minimum one-hour fixed charge, plus VAT (quoted at the time of booking). Subsequent time is charged half-hourly + VAT thereafter.
9) PC Doctor Ltd aim to provide diagnosis and repair within a ‘reasonable’ period of time, further time may be necessary when there are difficult to diagnose problems, intermittent faults, or when equipment is older and/or programmes run more slowly. If a customer wishes to stop-work before a full diagnosis and/or repair is made, for any reason, PC Doctor Ltd will levy charges according to the price quoted at the time of booking. Refunds cannot be considered for in-complete results due to time or cost restraints.
10) PC Doctor Ltd reserves the right to carry-out some repairs at our workshop. This is usually when extensive work is required, when programmes are tested over a period of time, when diagnostic equipment is necessary, or when we are short of time. In the event of a PC removal, we will make an initial charge of one-hour to you for our visit and a further one-hour charge in advance, this charge will include the return of your PC and one full-hour of testing. We will contact you when the fault has been isolated to confirm total repair costs, but we will aim to return your PC to you within 7 working days.
11) Test results can only indicate the condition of components at the time of testing. Intermittent faults may-not present themselves during testing, although charges will still apply.
12) PC Doctor Ltd cannot be held responsible for the performance and integrity of any third-party software, hardware and/or services including Internet providers and wireless network solutions (due to the general instability of them). We also regret that we cannot be held responsible for the ongoing performance of wireless networks once installed, particularly when it has been moved to other areas of the home (where wall-thickness and other factors are an issue).
13) It is the customer’s responsibility to provide licensed software, device drivers, internet account details and passwords for all repairs. (Licensed software is available from PC Doctor Ltd (POA).
14) Customers are responsible for providing Internet account details, passwords, dial up numbers, licence keys and any other relevant information when we are installing software on their behalf. Failure to provide this information may result in incomplete work although charges will still apply.
15) PC Doctor Ltd do not operate a ‘no-fix-no-fee’ policy, a one-hour minimum charge will always be levied regardless of the outcome.
16) PC Doctor Ltd under no circumstances will be held responsible for any lost or corrupt data during or after a visit. Customers should possess back-ups and accept the risk of data corruption or loss, before, during or after an installation. Customers are made aware of this point by telephone at the time of booking.
17) Due to recent waste disposal regulations, we regret that we are unable to dispose of unwanted PC components to include monitors, printers and base units.
18) Full payment is required on completion of work. Prior agreement will be made at booking-stage regarding payment method. PC Doctor Ltd charge-through costs for credit card transactions @ 2% (American Express 3.1%). No charge is made for Debit cards). Verification vouchers in all cases must be signed by the card-holder to substantiate the validity of the card transaction. Where customers have internet access, all payments will be processed by ‘Sage Pay’ on your computer for security.
19) Upon completion of work, customers are required to sign our invoice to confirm that the work has been undertaken to their satisfaction, (this also means that when a repair cannot be made due to circumstances in our terms and conditions, the customer is satisfied with the general standard/quality of work provided).
20) If you wish to reject a new ‘standard’ PC within 7 days of receipt, PC Doctor Ltd will levy a £50 plus VAT administration charge to include the collection and transit of the goods from your home. You must use the original packaging (it must be undamaged and good for re-sale) please pack securely for transit. Refunds will be made once we have received and inspected the goods. Please note that where customers have received an offer whereby the initial labour charge was removed, this may also be re-charged along with the £50 plus VAT administration fee, shown above.
21) If you order a ‘non-stock’ component or ‘bespoke’ order, payment must be made in advance of receipt of the goods. If you order within 7 days of the required date of delivery, you waiver your right to cancel your order without losing 100% of the order value. You must give 7 days notice in writing to cancel a ‘bespoke’ order or non stock part without charge. Unless faulty, refunds cannot be made for non-stock items or bespoke orders after receipt.
22) If you are unhappy with our service after a visit, please write to us at: PC Doctor Ltd, Unit D8 Laser Quay, Culpeper Close, Sir Thomas Longley Rd, Rochester ME2 4HU or email us at sales@pcdoctorltd.co.uk. We aim to respond to you in writing within 7 working days in which time a report will be provided by our engineer and we will discuss our findings with you.
23) It is the customer’s responsibility to protect their PC against viruses and spyware infections immediately after our visit, by updating antivirus/spyware software everyday to ensure total protection. PC Doctor Ltd will not accept responsibility for any recurrences after a visit. Please also note that some viruses will not be completely removed unless software is wiped and re-installed. If you do not accept this course of action, we will not be held responsible for incomplete work although charges will still apply.
24) Engineers carry a good selection of general stock items available for purchase. If we are unable to supply a stock-part, we will collect payment in advance and return to install it as soon as possible. (A minimum charge of half an hour + VAT will be levied for labour upon re-visiting).

Our Guarantee (in addition to your statutory legal rights)

1) PC Doctor Ltd will provide a one-year exchange guarantee for components purchased from us. Once received by post and tested, if proved to be faulty, we will send you a replacement component, free of charge. If you prefer a home visit, a reduced home-visiting ‘component replacement fee’ is available at £24.99 including VAT (providing we have at least one day’s notice). We will only test the component in question, if it faulty we will exchange it, if not, either the ‘component replacement fee’ will be charged (if no further work is required) or charges will revert to our normal hourly fees (if further investigatory work and/or remedial work is required). ‘Component replacements fees’ are not available on a ‘Same Day’, ‘Saturday’ or ‘Bank Holidays’.
2) All laptops, printers and monitors supplied by PC Doctor Ltd are sold on a ‘back to manufacturer only’ warranty only (if a hardware problem is suspected). Note: PC Doctor Ltd can offer a chargeable laptop software repair service within a normal ‘home-visit’ or we can collect your laptop for a specialist workshop repair, priced from £29.99 plus VAT (£35.23 inc).
3) Complete PC’s or base units purchased from us at the complete price of £339.58 plus VAT (£399 including VAT) include a one-year back-to-base guarantee only (see section 7 below for other options). It is the customer’s responsibility to send or deliver goods for repair to us at: PC Doctor Ltd, D8 Laser Quay, Culpeper Close, Rochester, Kent ME2 4HU. We will not be held responsible for damage during transit and recommend that you package items securely and use a courier service. The repair, (hardware only) will include the return delivery of your PC within 14 working days. If you do not want to send it back for repair, preferring a home-visit, PC Doctor Ltd can respond to you normally within the same day that you call us; labour charges will be applied at the current rate although the cost of hardware replacements will be free of charge. (PC’s priced at £525 plus VAT (£616.87) have a one-year FREE ‘two working day’ response time for our home-visiting replacement service built-in), if unsure, call us on 01634 290114.
4) We do not operate a ‘no fix no fee’ policy but labour carried out by PC Doctor Ltd is guaranteed for a period of three months, this means that if you are reporting the same problem as before, we will fix the problem at no extra charge either remotely or by way of a home visit within 7 working days (subject to availability). This excludes faults caused by other components or software after our visit or from faults arising from accidental damage and/or general misuse. Please note that our ‘Same Day’ home visits which will be charged at the normal rate.
5) You may up-grade or repair your PC Doctor pre-built PC elsewhere only when obtaining prior written consent from us. If the ‘warranty void if removed’ sticker has been damaged and we have not received prior notification, you will invalidate your guarantee with us.
6) If you have purchased our ‘One Year Component Guarantee Upgrade’ (only available when purchasing an inclusive priced PC @ £399) you will receive a non-chargeable component repair/replacement, within 2 working days of your call to us.
7) Our guarantee does not cover damage to CD/DVD-Rom/Writer drawer mechanisms caused by the customer, damage to floppy drives/CD/DVD Rom drives by the insertion of foreign objects, or damage caused to printer and modem connection leads.
8) We guarantee modems or external devices only if high voltage surge protectors have been used.
9) Faulty software purchased from PC Doctor Ltd, must be returned by post for examination, with proof of purchase, as soon as the fault is discovered. Please note that damage to disk surfaces will not be covered. Software provided with new pc’s are either supplied in disk form or licence only.
10) PC Doctor Ltd will provide only the minimum of free-labour to install the relevant device driver when replacing a component under guarantee, any additional work (to install other third party software applications or utilities etc) will be charged at the normal hourly rate. In the case of a hard drive, we will also install the operating system as part of our service.