Mercia IT

Terms and Conditions

Authorisation

By commissioning Mercia IT, the Client authorises the inspection and evaluation of the equipment to determine the nature of the repairs required and provide an estimate for costs of repair and the time scale involved. The evaluation is free of charge to the Client and no work beyond the evaluation will be charged without explicit Client approval. When commissioned to carry out repairs, Mercia IT also have the necessary permission from the Client to replace components with new or used parts of a similar or better capability and quality. The Client authorises Mercia IT, its employees and agents to receive and transport equipment to and from the Clients premises to the offices of Mercia IT.

Repair Order Process

To process your request for equipment repair we require the following information as a minimum: Name, Address, Landline or Mobile contact number, Email address, Computer/Device passwords or PINs. We may use your details for marketing purposes however, we will never pass your details to any third party.

The Client is the legal owner of the computer equipment handed over to Mercia IT for repair. It is also acknowledged that all data stored on the computer equipment is the Clients property and Mercia IT is not permitted to access this data without the explicit permission of the Client.

Payment

Payment is due in full upon completion of repair, prior to the release of the equipment whether shipped to the Clients address or picked up from Mercia IT’s place of business unless by special previous arrangement.

If credit terms are approved, payment in full must be made within 14 days from the date of the invoice. Beyond the 14 days, we have the right to add an additional 7.5% penalty of the total invoice for each week of non-payment. Overdue payments may place the Client on credit hold. This means no further services, repairs or equipment will be supplied or made available to the Client until all previous payments are paid in full. Mercia IT may at its discretion withdraw credit facilities at any time if the Client is found to be in breach of these terms and conditions. Mercia IT will accept payment by cash or bank transfer. We unfortunately cannot accept payment by cheque.

Refunds can be by cheque or bank transfer service used when paying for the service or repair. In circumstances when goods are supplied, you will only own these goods when payment in full is received. Computer parts, hardware, and software that need to be specially ordered must be paid for in advance.

Estimate for Repairs

Upon initial inspection of the equipment, an estimate will be provided for the necessary repairs. For work estimates above £200 a deposit of 50% for goods and services will be required prior to the commencement of the works. The acceptance of an estimate or quotation for a service or repairs and instruction to proceed by the Client either verbally by telephone or in person, or in writing (including email) shall be deemed acceptance of these terms and conditions.

Availability of Goods and Services

Goods and services are subject to availability. If for whatever reason we are unable to supply any goods or services, we will not be held liable for any compensation or damages as a result of the non-performance.

Booking a Service

You can book a service by either calling to our premises or requesting a repair service via our website, or email.

Home or Business Call Out Requests

If you require a home or business call out this will incur additional charges which will be conveyed in the quotation for the repairs. Home or business call outs are subject to availability of suitable engineers and allocated on a first come, first-served basis.

Online requests will be confirmed by either telephone or by email.

If a home or business call out is booked and access is not gained at the agreed allotted time the Client will be subject to a charge equivalent to 1 hour at our standard hourly rate.

In the event when we cannot make the appointment at the agreed time due to factors beyond our control you will be contacted in advance advising you of the situation and re-schedule an appointment as soon as reasonably possible at a mutually convenient time. If you wish, you have the right to cancel your service or repair request.

Service Request Cancellation of a Call Out

You may cancel an agreed home or business call out at any time up to 2 hours prior to the agreed appointment time. Cancellations made in sufficient time will be entitled to a full refund of any funds paid in advance. If you cancel or change an appointment within 2 hours prior to the agreed time, the Client will be subject to a charge equivalent to 1 hour at our standard hourly rate.

Service or repair cancellations can be communicated by any of the following:

  • Email
  • Text message
  • Telephone

If no one is available when an engineer calls to the Client’s premises, a note will be left confirming the call out. A new appointment can be re-scheduled, however, the Client will be subject to a charge equivalent to 1 hour at our standard hourly rate in addition to the costs of the service or repairs.

Backing Up Data

Mercia IT will make every possible effort to preserve the Client’s data and files, however it should be noted that there are NO GUARANTEES whatsoever that the Clients data and files will remain intact after the repair. IT IS THEREFORE THE CLIENT’S SOLE RESPONSIBILITY TO ENSURE THAT ALL THE DATA AND INFORMATION STORED ON THE EQUIPMENT REQUIRING REPAIR IS APPROPRIATELY BACKED UP TO OTHER STORAGE DEVICES PRIOR TO HANDING OVER TO MERCIA IT FOR REPAIR. Charges will be incurred if Mercia IT must perform a lengthy backup procedure to protect the Clients own data in order to complete the repair.

We cannot and will not be held responsible for the following during the repair:

  • Loss or corruption of data, pictures, files, information or records.
  • Any loss of business goodwill.
  • Any losses attributed to the interruption to business activity while equipment is out of service for repair.
  • Failure by the Client to follow our reasonable recommendations, instructions and advice to back up their data.
  • Any losses you may suffer arising from failure to use anti-virus software.
  • Any loss considered to be unforeseeable.
  • Damage resulting from viruses or other malicious software that may have been transmitted during servicing or repair and therefore escaped detection.
  • Mercia IT will not be liable for any damage caused to other equipment by parts supplied following any repair.

Confidentiality of Data Stored on Computer Equipment

Mercia IT, its employees and agents agree not to disclose to a third party any information or data files stored on or recovered from the Client’s equipment during the service or repair.

Limited Liability

Whilst Mercia IT shall make every effort to preserve the integrity of equipment left for repair, the Client agrees not to hold Mercia IT liable for any accidental damage to the said equipment including but not limited to – casing cracks, scratches, deformations, theft of the equipment etc.

Additionally, Mercia IT cannot be held liable for any loss of data, loss of revenue or profits, or any incidental, contingent, or consequential damages, howsoever caused either prior, during a service or upon completion of a service. TODO: Mercia IT liability of any kind with respect to services undertaken, including any negligence on its part, shall be limited to the contract price for the services provided. Furthermore, should Mercia IT, its employees or agents offer any advice or recommendations to a Client as to the use of computer equipment, storage, use of software applications confirmed by whatever means is used entirely at the Clients own risk and accordingly Mercia IT shall not be held liable for any such losses associated with such advice or recommendations.

Warranties

Mercia IT provides a 30-day warranty on labour only repairs carried out on computer equipment requested by the Client. Mercia IT makes no warranty for data or computer files either expressed or implied. Mercia IT disclaims any data warranty of any kind. If the same problem re-occurs within 30 days of the original repair Mercia IT will undertake the repair again without charge. However, charges will be incurred should additional parts be required. This warranty excludes faults caused by viruses or software issues.

All computer parts supplied by Mercia IT are new and come with a 1-year manufacturer’s warranty from the date of the repair. In some instances, we may offer second hand or used parts at a reduced cost. The Client will be consulted if they are willing to accept second hand or used parts prior to fitting. No warranty will be provided with second hand or used parts unless explicitly agreed. Any warranty offered will become invalid if the manufacturers marked label is removed or tampered with in any way from the parts installed during a repair. Parts are only covered under warranty that fail due to manufacturing defects for the said parts and confirmed by the component manufacturer. Should the part fail because of mishandling of the computer equipment or inadequate subsequent servicing or failure from “fair wear and tear” the warranty becomes invalid.

Damage to a computer system or its components supplied by Mercia IT under a repair contract caused by a power surge or spikes, including but not limited to mains power and telecoms connections or other unspecified sources e.g. voltage fluctuation, amperage fluctuation, water ingress are not covered under the warranty. Furthermore, the warranty does not cover for any loss or damage due to negligence, mishandling, accidents, theft, water flooding, war outbreak, electrical storms, fire outbreak, earthquakes, or any other act of God.

Manufacturers Warranties

Whilst conducting of our services, we may affect a manufacturer’s warranty validity. It is the Clients responsibility to determine the consequences of our services on any manufacturer’s warranty and take the appropriate action necessary.

Misestimation

If we provide an estimate for services or repairs and subsequently discover that the quote is incorrect, we reserve the right to cancel the order and return your equipment without any repairs carried out. We will contact you at the earliest convenience to advise you of the situation and you will be given the option to proceed based on a new revised estimation or the order can be cancelled. If you choose to cancel the order, any monies paid in advance for the repairs will be refunded in full.

This Agreement

All contracts formed between Mercia IT and the Client shall be governed by and construed in accordance with and governed by the laws of Great Britain and Northern Ireland. Each party agrees that any disputes not resolved by the normal complaint’s procedure will be submitted to the court within the jurisdiction of Great Britain.

Correctness of Information and Disclaimer

Although every effort is always made to ensure the information contained on our website or provided in our documentation is accurate, current and reliable, it should be recognised there is a possibility of errors in the information contained within. Mercia IT expressly denies any warranty of the accuracy and reliability of any information provided on their website or in documentation. Mercia IT shall not be held liable for any losses caused by anyone’s reliance upon the accuracy and reliability of the information contained therein.

We reserve the right to amend the content of our website and or our documentation at any time without prior notice. We cannot accept any responsibility for other websites we do not control, which may be linked to or from our website.

It should be noted, that services and or products indicated on this website might be altered, modified or discontinued at any time without prior notice. It should also be noted that published fees for services, repairs and products are subject to change without prior notice.

Mercia IT has the right, at their discretion, to refuse the supply of goods and services.

Mercia IT reserves the right to change their terms and conditions at anytime without prior notice.

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