TANTRA Ltd (Computers), TERMS OF TRADE 2018
1 Customers Data
Customers who require repair on their computers who have not backed up all of their own data, work-files, software and system customisation features must inform Tantra Computers of this and request that their data is backed up before repairs are started. Charges for hard drive backup vary with the size of the drive and the speed of the computer and so typically will cost about £55 + vat. We cannot guarantee that if there are any corrupt files on your hard drive that we will be able to back them up for you. If you want us to attempt 100% data backup this may require data recovery to complete which is chargeable and can cost a great deal – typically £35 per hours
2 System Version Upgrades
If the existing system on a computer being repaired is corrupt, partially damaged, or unreliable it is often worth upgrading the system version to a more recent version. Apple is continually improving its system software but it does inevitably get larger and requires more memory and the faster processors of the day to run adequately.
3 Customer Software Compatibility
If the repair on your computer has necessitated reformatting the hard drive and reinstalling system software or any change in the ‘intermesh’ of your original software, the time taken to re-establish that intermesh (in so far as that is possible) is chargeable and we are not liable if it is not possible ( whether by corruption of your software, changes in software versions or unknown changes in the hardware base which were not traceable)
4 Third Party and consequential Loss
We will only accept computers or peripherals for repair on the terms laid out and are not liable for any third party claims or losses caused by absence to you of the equipment. In the event of loss or delay caused by couriers when equipment is being sent on to Apple or other repairing agents, we are not liable for any consequential loss as a result of being without the equipment. The costs of hire or loan equipment is not included.
5 Apple Warranty Repairs
New Computers The normal period of Warranty that Apple Computers offers with NEW equipment is 1 year. You can deal with any Apple store worldwide for this. If you feel 1 year is not enough you can buy AppleCare which gives an extra 2 years ( 3 years in total) for between £100 and £200 depending on the computer. Computers received in for Apple Warranty Repair are received without liability as we must forward them to Apple. Issues related to goods being within Warranty, Extended Warranty, Battery Exchange Program or any other Warranty program will remain an issue between the customer and Apple UK to arrange carriage yourself – normally it makes more sense for you to take Apple Warranty repairs direct to Apple Issues related to goods damaged in transit will be deemed at the customers risk and compensation will rely solely on that paid by the Courier and/or standard CoverSure Cargo Cover Insurance. Any disputes will solely be redressed by the Courier and CoverSure (If you are not happy with these arrangements you will need to arrange additional cover yourself. Tantra Ltd serve only to diagnose the likely fault and direct you to the best solution for this. For specialist repairs we ship the goods to the appropriate Repair Agent and the customer is liable for the carriage costs there and back. If Data needs to be backed up from the computer before it is sent off (when hard drive issues may be involved) we need to charge for this work as Software is NOT covered by the Apple Warranty Repair programs
Refurb or Second Hand Computers The warranty on Refurbished equipment can vary. Some are limited to 60 days, some have 90 days and some are 1 year depending on the original supplier who provide the warranty. Additional warranties may be available for purchase: 1 year between £100 and £160 or 2 years between £200 and £300 depending on the value and age of the equipment. On some second hand equipment where we know the entire history of the computer we may offer a 3 month warranty.. Please ask for additional information about the risks inherent in second hand equipment – ( typically about 10% risk of failure – compared to 1 – 2% risk with new equipment ) A high percentage of computers are likely to have some fault within 3 – 6 years whether a hard drive failure (most common) or optical drive failure, Ram, Graphics chip, power supply or other failure and so it is sensible to insure against the risk of this happening with warranty. Warranties do not cover software failure, Loss, Accidental Damage, Theft or normal wear and tear. You must get computers to us that have a problem strictly within the Warranty period. It it not sufficient to report it but fail to bring it in within the period. It is also necessary that we do the repair here- you may not take it elsewhere and then bill us for the work.
7 Data Loss
Tantra Ltd accepts computers for repair solely on the condition that it is not liable for any loss of data from the storage drives internally or attached. Nor are we liable for any consequential loss associated with any data loss. It is the customers ultimate responsibility to ensure that his/her important data is fully backed up before handing it in for repair. If problems with the computer have prevented the customer backing up their own current work and they specifically request that Tantra does this for them, we will endeavour to do this as long as the data is recoverable but if the data is partially damaged and requires detailed recovery procedures this extra time will be chargeable and any files that are not recoverable – we are in no way liable for this. Apart from gross negligence we are not liable for any errors in the copying process or un-flagged failures of our equipment, temporary electricity outages, computer crashes or technical problems beyond our control or oversight. When data is backed up to our customer data storage drives we are only able to keep this data for a short time as we have a constant stream of clients requiring this space. We therefore will need to delete this backup after 6 to 12 weeks. Customers should check their data within this reasonable period of time after a service. Where appropriate we will move data from old small or failing hard drives onto new larger replacement drives or computers directly without making intermediate backup. For this process the old computer and the new both need to be present. We can do basic data recovery where the drive will start and mount but we are not forensic data recovery experts – however are in regular contact with a specialist company that does this. Typical costs are between £250 – £350 economy (10-14 days) and £600-£800 premium (24-48 hrs) to rebuild and recover a hard drive
All invoices for services must be settled before the equipment is removed from the workshop. Where computers are sent away to Apple or other repair agents for estimates there is a typical diagnostic charge of £60 +vat (there will also be a carriage charge) even if the work is declined. If you wish to continue with the repair this diagnostic charge is absorbed into the total labour cost for the work. Such work done away from Tantra is payable at the time approval is given for the repair.
10 Abandoned or ‘Forgotten to Collect’ Computers
Computers left for diagnostic or service which are not claimed within 3 months will deem to have been abandoned and will be recycled or scrapped as appropriate. We regret we do not have room for long term storage
When a computer comes in with software issues we back up the customers data first, wipe the hard drive, install a fresh system (updated version if necessary) install any program updates and restore the customers data. We will attempt to restore as many preferences as possible but it may not be possible to restore all preference settings without risking returning the original cause of the problems the computer was in for repair for. It is important that customers tell us what program settings are important to them. (Like Browser Safari/Chrome/Firefox bookmarks, Address Book contacts, iTunes, iPhotos, Entourage email etc but we may not know the more obscure ones unless you specifically tell us. We are not liable for any inconvenience caused by any failure of restoring computer preferences.
11 Order Cancellations or Returns
If for whatever reason you change your mind and would like to return your order after delivery, we’re happy to refund your purchase as long as it’s unopened, in its original packaging and you can provide proof of purchase. This option is available for 14 days after delivery.
Since the Consumer Contracts Regulations we will accept items back even if you’ve opened the item to inspect it. You are entitled to a refund as long as you inform us within 14 days from the day of delivery that you wish to return your order. The item must be in an “as sold” condition and returned in the original, undamaged packaging, along with any accessories or free gifts received with it. The product must not have been used or have any data inputted. Whilst the goods are in your possession you must take reasonable care of them and not use them.
12 Faulty Goods
We know it is a major inconvenience if your computer has or develops a fault, so we try to make its return to us as simple as possible. As soon as you discover that any goods are faulty you should notify us and one of our skilled engineers will help diagnose the problem. Faulty goods means any goods we supply that do not conform to the Product Description for the item.
We cannot cover faults caused by accident, neglect, misuse, normal wear and tear by you or any third party, or any alteration or repair carried out without our prior approval.
When you return goods to us: You must include proof of purchase and ensure that they are properly and securely packaged and labelled with our address.
You are responsible for any damage or loss in transit.
Batteries are classed as consumable parts and are sold as supplied to us without guarantee and are not covered by any warranty that may cover the rest of the computer
15 Your responsibilities
It is your responsibility to ensure compatibility of any goods we offer for sale with your system and with any other goods we offer for sale. It is your responsibility to ensure proper installation of our goods into your system. It is your responsibility to ensure that whenever necessary you access the manufacturers website to download necessary product upgrades -including drivers and manuals
J P Douglas