Terms & Conditions

Please read our terms and conditions and details of our guarantee and your additional rights (below) or view them on our website www.pcdoctorltd.co.uk. PC Doctor Ltd is currently not registered under the ‘Data Protection Act 1998’ as we do not share customer data with any marketing third-parties.
1) The ‘brand’ name www.nationalpcrepairs.com is a trading style of PC Doctor Ltd, the terms and conditions to this brand may vary, differences will be described below.
2) All calls are recorded for your protection and for training purposes.
3) By ordering products and services with PC Doctor Ltd and its trading styles, customers enter into a contract, the terms are listed within this document.
4) Our service includes the provision of 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. These engineers are experienced and/or possess qualifications recognised within the industry and will diagnose and repair where possible within the shortest possible timescales.
5) 6) Our home-visits are subject to availability and are carried out on the day of choice (from Monday to Saturday). We will provide booking confirmation along with a copy of our terms and conditions on the day the booking is made; usually by email, (we cannot guarantee the receipt or acceptance by electronic mail). In addition, we will keep the customer informed with important arrival information on the day of your visit by email, text or by telephone.
7) Home visiting charges (in all cases) are levied from the time that our engineers arrive ‘on-site’ and there is a minimum one-hour charge, inc. VAT (quoted at the time of booking). Subsequent time is charged either half-hourly or hourly (bookings made with www.nationalpcrepairs.com are charged hourly, not half hourly as with PC Doctor Ltd) all are inclusive of vat (depending on the service advertised and accepted by telephone).
8) PC Doctor Ltd aim to provide diagnosis and/or 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 incomplete results due to time or cost restraints.
9) PC Doctor Ltd reserves the right to carry out some repairs at our workshop. This is usually where extensive work is required, when diagnostic equipment or testing is necessary, or when we are short of time. In the event of a PC removal, we are fully insured to remove your PC (making an initial one-hour charge 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 in all cases to return your PC to you within 7 working days.
10) 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.
11) 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).
12) We assume that the customer (the person making the booking or the person present during our visit) is authorised to make changes to a PC/laptop; if this is not the case, we must receive written permission (email or hard copy) to work on the PC with the owners consent. We do not accept any liability resulting from unauthorised requests or misleading information.
13) It is the responsibility of the bill payer and/or the nominated person receiving our engineer, to ensure that all critical details i.e., software disks, product keys, licenses, passwords or any account information is made available at the time of our visit. Failure to provide this information may result in incomplete work although charges will still apply.
14) Once payment has been received for work undertaken, customers are covered by our 30 days labour guarantee which is detailed on our website and available by email prior to our visit.
15) 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.
16) Due to waste disposal regulations, we regret that we are unable to dispose of unwanted PC components to include monitors, printers and base units.
17) 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 (2.16%, normal credit cards, 3.1% American Express, 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.
18) 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 described in our terms and conditions, the customer is satisfied with the general standard/quality of the work provided).
19) If you order a ‘non-stock’ component or a ‘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 and obtain a full refund 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.
20) 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. Some viruses/Spyware will not be completely removed unless software is completely wiped and re-installed, this may be a more lengthy task and one that is not favoured by customers due to cost and time; PC Doctor Ltd will therefore not accept responsibility for any recurrences after our visit unless agreement has been made for a complete wipe and re-install and only for a period of 7 working days after our visit (see section ‘1f’ of our Guarantee).
21) Some engineers carry a selection of general stock items available for purchase. If we are unable to supply a component, we will collect payment in advance and order it for either direct courier delivery to the customer (National PC Repairs) or via our engineer (PC Doctor Ltd). A one-hour minimum labour charge will be levied for the installation along with any additional labour charges that may be incurred during our visit.
22) Business to business contracts do not have the same Consumer rights, if a business name is used within the booking process we will assume that it is a business to business contract.
23) PC Doctor Ltd’s Terms and Conditions are correct at the time of print; but are subject to change without notice. Please refer you to our website www.pcdoctorltd.co.uk for our latest copy.

Your additional legal rights (in addition to statutory rights)

1) Contracts made by telephone (for the service charges that we will levy for our labour) entitle customers to additional consumer rights under ‘Distance Selling Regulations’. Customers have 7 days from when a booking is made to cancel the service without penalty. If a customer requires work to commence within this time however, we require verbal permission (obtained by telephone) to start our service before the usual cancellation period ends. This permission applies to our service charges and for items under the value of £35. Customers will be unable to obtain a full refund once our contract has started. Our full terms and conditions are available to read on our website www.pcdoctorltd.co.uk (a copy is also on the reverse side of our invoice or ask our engineer if a larger font version is required). In addition, a copy will be emailed to you on the day that that a booking was made; we regret we cannot be responsible in circumstances where emails cannot be read or accepted but can supply you with a copy at any time or read them to you by telephone.
2) Doorstep selling Regulations: The consumer is additionally covered by ‘Doorstep Selling Regulations’ (when purchasing components over £35 in value once an engineer is present at their premises). Customers have 7 days in which to cancel their contract for the requirement of further services and goods over £35 and obtain a full refund by detaching and returning the lower portion of the invoice named ‘cancellation notice’ (if the installation date is at least 7 days from purchase date). If an earlier installation date is required, (perhaps within the same day) the customer must agree to start the contract early, in which case, a signature on our invoice is necessary and the customer accepts that once installed, a refund will not be available unless the item is faulty. Please note: in circumstances where a component has been ordered and for any reason a return visit is required, a new labour charge will be levied at the current rate.

Our Guarantee

1) PC Doctor Ltd operates a ‘No-Fix-No-Fee’ policy is only available on the day of the visit, not after. ‘No Fix No Fee’ means that in rare cases, our engineer was not able to demonstrate the required skill level to successfully diagnose your problem and/or offer repairs. This policy is NOT available in the following circumstances;

a) If a customer chooses not to go ahead with a repair for any reason.
b) Laptop repairs (that are subsequently diagnosed with hardware faults during our visit and where agreement is not made to remove it for up to 7 days).
c) We are prevented in completing a repair due to time or cost constraints.
d) Components are not immediately available on the same visit.
e) We successfully complete one or more of the tasks reported to us at the time of booking.
f) The issue relates to something which is completely beyond our control, i.e. third party software and/or hardware, Internet service providers etc.
g) No Malware, Spyware and or Virus infections are covered by this policy on the day of our visit unless a full wipe and re-install has been undertaken and the customer is adequately protected thereafter with an up to date ‘full’ (not free) anti virus or Internet Security software subscription product. If an infection reoccurs after this course of action has taken place, customers will be covered under our 30 day guarantee’ which is limited to one week for Malware, Spyware and or Virus infections.

2) Complete PC’s or laptops (unless they are a bespoke order) include a 7 day money-back guarantee (excluding any labour charges) after installation. If you require PC Doctor Ltd to collect unwanted complete PC’s or laptops supplied by us within a 7 day period, we will levy a £60 including VAT administration charge. This will include the collection and transit of the goods from your home. You may also return the goods to us at no charge providing it is within normal business hours and you use sufficient packaging for careful transit and the item(s) must be received undamaged and good for re-sale. Our address is PC Doctor Ltd, Unit D8 Laser Quay, Culpeper Close, Rochester, Kent ME2 4HU. Refunds will be made once we have received, inspected and accepted the goods.
3) All components supplied by PC Doctor Ltd (excluding complete PC’s with an enhanced guarantee) will be covered by a 12 month ‘return to base’ guarantee. In the event of a component failure, it is the customer’s responsibility to send or deliver goods to us for repair; please package securely as we will not be held responsible for damage during transit. You may send the complete PC (if purchased from us) or just the component. We will include the return delivery of your PC or a replacement component within 14 working days. If you prefer a home-visit, we will levy a labour charge at the current rate, (this may be necessary when replacing integral parts like motherboards, hard drives, graphics cards, RAM etc) on PC’s not purchased from us. All laptops, printers and monitors supplied by PC Doctor Ltd are sold on the same basis but are ‘back to manufacturer only’ if a hardware fault 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 £35.00 inclusive VAT.
4) Work carried out by PC Doctor Ltd is guaranteed for a period of 30 days from the day of service, 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 visiting service will be charged at the normal rate if available.
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 may invalidate your guarantee with us.
6) If you have purchased our component guarantee upgrade or your PC includes a home visiting service within two working days (only available when purchasing an inclusive priced PC @ £616 or a guarantee upgrade (£120 inc. VAT) you will receive a non-chargeable visit from us within two working days of your call. We cannot guarantee a replacement component during the same visit and reserve the right to return within 7 days (in normal circumstances, or longer if ordering overseas).
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 external devices only if high voltage surge-protectors have been used.
9) Software purchased from PC Doctor Ltd cannot be returned and refunded for any reason.
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.
11) If you are unhappy with our service after our 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 office@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.