TERMS & CONDITIONS
In these terms and conditions, references to “we” and “us” are to FirstAidPC Ltd as FirstAidPC Ltd.
By using services provided by FirstAidPC Ltd you are entering into a contract with us. The terms below set out our obligations to you and what you are agreeing to on all work that is carried out.
IMPORTANT: You are responsible for ensuring that you have backed-up all data on your computer before we access your system. We will not be responsible for any loss of data, pictures, information or programs on your computer.
If you have not made any backups of your data then we can do this for you. Please contact us as soon as possible to arrange for your data to be backed up before we start work on your computer.
Please note, mechanical failure of your hard disk or other components inside your computer can occur without warning during our intensive diagnostics. Virus and malware infections can also damage your data and could lead to unpredictable problems and could result in data loss.
For some jobs, we may need to re-install your operating system. This involves wiping your hard disk clean and re-installing the operating system back to the point when your computer 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 computer once the operating system has been re-installed please let us know. There will be additional charges associated with this service.
On-Site Repairs and Services
If you book an on-site computer repair than the technician appointment will need the following at the time of appointment:
Full access to the equipment being repaired. Electricity mains power & Lighting
Your agreement to follow our reasonable instructions
Your computer system should have a valid Windows operating systems or Apple OS X operating system installed. If you have not, we will need to purchase and install a retail version of the relevant operating system for your computer. Additional costs and time will be involved. We are unable to work on unlicensed operating systems.
Some issues are not able to be resolved remotely but we will use reasonable amounts of skill and care to resolve problems you have requested us to do. It may be necessary for your computer equipment to be delivered to our workshop to resolve your problem but we talk about all the available options at the time of the remote repair session.
Although we do not have specific knowledge of your computer configuration we will attempt to minimise disruption to your system as much as we can but we cannot be responsible for any unforeseen issues that may arise from any of our services.
Please note that if your computer system or equipment is under manufacturer warranty our services may affect manufacturer warranty validity. It is your responsibility to assess the effect of our services on any manufacturers warranty.
We cannot be held responsible or liable for any service performed for you regarding:
any loss data, data corruption, loss of images, documents or information
any financial loss, or loss and interruption to business or contracts
any failure by you to follow our reasonable recommendations or instructions
any losses or issues you may suffer due to your use of (or failure to use) any anti-virus software
any loss that is not reasonably foreseeable.
Unless stated otherwise, all services carry a seven day returns policy. This begins on the date of the receipt shown on the customer invoice. The customer invoice will be billed after the completion of the work carried out by the engineer onsite. This policy will also include parts and labour. If in the unlikely event the same problem happens within this timeframe of seven days, we will try again to fix the problem at no extra charge. If we cannot fix the problem we will refund your payment in full for the services performed. This will also include repairs on printers, scanners, photocopiers and external hard drives that are returned back to FirstAidPC Ltd within the seven day return policy period.
This excludes faults caused by the failure of other components after the repair has taken place, or by faults caused due to incorrect use of software or downloaded material, virus and malware infections, or by faults arising from accidental damage or incorrect use of the product.
Please note, you are responsible for the cost of returning your device to us or we can arrange our own courier at the standard rates.
It can take many hours to fully diagnose your computer. If you decide to not go ahead with the repair, a diagnostics charge of £13.00 will be applied.
Liquid damage items are subjected to a non-refundable cleaning fee before we start any repair/diagnosis of the device.
Business / Trade Customers will be charged £13.00 our standard diagnostics charge.
REPAIR / SERVICE CANCELLATIONS
It can take many hours to fully diagnose and repair your computer and often we need to purchase parts that are required for your repair. If at any time you decide to cancel the repair you will be liable to make payment of any parts ordered for your repair and a calculation of the cost of labour to the maximum of the agreed quoted cost of repair will be charged. We will not release any item back to you until payment in full is received.
COURIER COLLECTION SERVICE
We will always aim to collect or deliver your device at the time and day confirmed with you. Our courier service is a service provided by a third-party courier service and we will not be held responsible for delayed or missed delivery attempts. Please check your receipt or email to ensure your details provided are correct at the time of booking.
There will be a charge of £9.99 for all MISSED or REFUSED collections. If the courier attempts to deliver outside the pre-arranged time, then they should leave a calling card for you to collect from depot or re-schedule the delivery.
Any computer that has been left abandoned for over 90 days will be recycled or disposed of if prior arrangements have not been made. It is important that you check your details on your receipt/email 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.
REPAIR & DIAGNOSTICS TIMES
Although we aim to get your device repaired/diagnosed as quickly as possible, the service can sometimes take longer than anticipated. We normally aim to diagnose and repair within 3-10 business days but sometimes the repair can take longer. We often have to source parts from outside of the UK and can take several weeks before we receive the parts and clear customs. We will not be held responsible for any repairs that exceed our estimated completion time. We will make every effort to inform you if we expect a delay in our service. If you would like a status update please get in touch with our repair centre or send us a message from our website.
NON-SERVICEABLE / SEALED DEVICES
Everything possible is done to ensure your device is not damaged during diagnosis/repair however some non-serviceable and sealed devices (such as iMacs, iPads, Tablets etc) are impossible to dismantle for diagnosis or repair without physically damaging the device to gain entry into it. We may either include the worse case cost in the quote, taking into account the additional costs of all non-serviceable parts such as screens or most instances, we will attempt to re-use all removed non-serviceable parts where possible including any parts that may have minor scuff marks, chips or minor damage caused when attempted to gain entry into the device and does not affect the functionality. We can at your request and cost replace all parts with brand new replacement parts.
APPLE IPAD, IPHONE & MOBILE DEVICE REPAIRS
When we take on your device for repair there are many situations that we are unable to test for before we start the repair and this disclaimer is in place to protect yourself and ourselves from any potential misunderstandings.
 Unforeseen Damage of Malfunction
You understand we will be unaware of any other potential problems that could arise as a result of the initial damage or by opening / disturbing the internal logic boards and internal cables during dismantle / repair. This may result in additional charges to cover the costs of parts required to complete the repair. We will endeavour to make you aware of this at the time of repair/diagnosis.
An example of typical faults that can occur with Apple iPhones and iPads as a result repair includes but not limited to:
Fingerprint Sensor Damage – If your Finger Sensor is damaged please go to Apple.
Internal Cables Damage
Internal LCD Screen
Casing Damage / Bent Chassis
Front/Back Camera Failure
Home Button / Lock / Volume / Off button Failure
 Parts We Use
For Apple devices, we use THIRD PARTY PARTS and these are not officially endorsed by Apple. If you prefer an original Apple part this can only be undertaken by Apple in Southampton. For your total peace of mind, all our repairs are guaranteed for a minimum of ONE YEAR (Apple only gives 90 days!). *Exclusions apply.
 Original Apple Warranty
Apple May refuse to undertake any work on your device if it is repaired by anyone other than Apple. This includes both in-warranty and out-of-warranty repairs.
 Waterproof / Water-Resistant Devices
To repair your device, we need to physically get inside it which usually means we have to break the waterproof seal (if any). Some items that are classed as waterproof / water resistant may not be waterproof on return to you. If this will affect the enjoyment of your device please only ensure you get it repaired with the manufacturer directly to guarantee a waterproof seal on return.
 Liquid Damaged Devices
Any device that is found to have any signs of liquid damage internally will be exempt from any warranties offered. We may still be able to do the repair but due to the nature of liquid damage/corrosion, we will not offer any warranty what-so-ever. We will stop working on your device and inform you as soon as we see any signs of internal liquid damage. Only after speaking with you will we continue with the repair.
 Your data – includes photos, emails, documents
It is YOUR responsibility to ensure your data is backed up prior to repair. We will not be liable for loss of data whatsoever. We do offer a backup service – please ask for this BEFORE we start the repair.
During the booking of your device, we will ask you for certain details which we require to perform the service. This includes your name, address, phone numbers and email address. We may also require your administrator password to access your computer to complete our service.
We may record or keep a detailed note of your conversations with our engineers for records purposes.
REFUNDS FOR GOODS PURCHASED
Items Purchased In-store
For Faulty Items: If a fault occurs within 7 days of receipt, we will offer you a full refund. After 7 days, we will either repair or replace at our discretion. Please return it back to the store you purchased it from with your original receipt of purchase, original packaging and
If you change your mind – If you have changed your mind or your product has been returned as “faulty” but no fault has been found you are not liable to a refund.
Items Purchased Online
Under the Consumer Contracts Regulations, you have the right to return your order up to 14 days from the day you receive your goods. If you have changed your mind we will only accept the item for a refund if the item is unopened, in its original condition and packaging with a receipt of purchase. You are responsible for the return delivery costs.
Made to order items such as Custom PCs and laptops are exempt will not be refunded if you change your mind.
Software is non-refundable.
Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.
We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied.
To ensure we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.
As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.
In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible.