1. Our Agreement
1.1 Amanet Ltd provides home users, home office users (if you are a small business working from home) or small businesses assistance, advice, repair or technical support service for your computing devices either via an On-Site Service or Remote Support Service.
1.2 By ordering services from Amanet, you are entering into a Contract with us. The terms below are important and set out our obligations to you and what you are agreeing to.
1.3 The Contract between us will only be formed when we have received a reasonable description of your support request which falls within the scope of our services, received orally or in writing, or by website contact form, in acceptance of our pricing structure and terms. If we do not accept your order for any reason, we will refund any payments already made. If you visit us in our Office or Workshop, the Contract will be formed when we indicate that we have accepted your offer to purchase our Services subject to these Terms by taking payment from you or when we commence the Services, if earlier.
“Amanet Ltd” or “Amanet Engineer” or “engineer” means a member of the Amanet team only
“You” means the client or Customer who shall be treated as a business/ commercial or domestic client according to our reasonable discretion
“Home” means the place where you live or a home you own (either as a second property or as a landlord) that is a private domestic property, including any garage or outbuildings connected to your home.
“On-Site Services” means one of our engineers visits your home (or home office/ business premises if you are a small business) in order to perform technical support services for your computing devices.
“Remote Support Services” means securely accessing your computer from another location via your broadband internet connection and/or advising your via the telephone, email or online chat.
“Hardware” means computer systems (excluding software) and related parts.
“Software” means software products whether owned by customer or licensed directly to customer from a third party.
“Data” means software, data, documents, information and/or other files.
“Product” or “Products” includes Hardware and Software.
“Service” or “Services” include assistance, advice or technical support services for your computing devices.
“Peripheral” means any device with an external connection to the computer system such as printers, monitors, webcam and scanners.
3. Customer acknowledgment
3.1 Customer acknowledges agreement with these Terms of Sale and Service by the placement of an order to purchase a Product or Service from Amanet via telephone or email.
3.2 Unless otherwise agreed in writing before work commences, between Amanet, and the customer, these standard Terms and Conditions apply to all work undertaken by Amanet on behalf of the customer.
4. Non-exhaustive list of types of work carried out and explanation of terms:-
- Consulting: seeking advice from an Amanet engineer.
- Diagnostics: Software and/or hardware, and/or system analysis, and diagnosis of existing and potential problems, improvements, usage and impacts. It can take many hours to fully diagnose your computer. If you decide to not go ahead with the repair, a diagnostics charge of £48.00+VAT will be applied.
- Liquid damage items are subjected to a non-refundable cleaning fee before we start any repair/diagnosis of the device.
- Specification: Software and/or hardware, and/or system specification, based upon analysis of customer requirements input, environment, how used and needs.
- Design: Supply of software and/or hardware, and/or system design(s), prototype(s) or production unit(s); including where appropriate – documentation, manual(s), spares kit(s), prototype(s) and production unit(s).
- Contracting: Software writing to customer supplied specification of programme requirements, including user interaction methods if any, programme function, programme error reporting, environment and platform to be used in, language(s) to be used. Contracting of another specified function as agreed beforehand.
- Repair Service: 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 Rapairs and Services: If you book an on-site mobile repair technician appointment we 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.
- Remote Support: 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.
- Installation: Installation, cabling, setup and configuration of customer supplied equipment for customer’s application within one building on one site.
- Prices: All work is charged at rates detailed at the time of order. These prices are liable to change without prior notice or notification.
- Copyright: Amanet will hold copyright on all work carried out, however Amanet may release copyright to the customer should this be requested in writing.
5. Terms of Payment
5.1 All customers who have not specifically agreed credit terms are immediately required to pay the full amount or remaining amount to be paid at completion of the agreed ad-hoc work.
5.2 For customers who have specifically agreed individual credit invoicing terms in writing, payment is on a 28 calendar days net basis, from date of invoice, payable by cash, cheque, electronic transfer of funds, BACS payment or bankers draft in the favour of “Amanet Ltd” and not to any other payee or nominee.
5.3 In those circumstances where we have agreed any credit terms with you in writing, if you fail to make full payment due to us by the due date for payment, we may charge interest to you on the overdue amount at the rate of 8% a year above the base rate of the Bank of England. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with the overdue amount.
5.4 We reserve the right to seek payment for bank fees incurred with regards to bounced or returned cheques, including those stamped with ‘Refer to Drawer’ and these may also be subject to a £10 administration charge.
5.5 Work involving design or supply of hardware requires a 50% deposit of cleared funds prior to the ordering of products/ software or start of any work.
5.6 The Contract will terminate upon completion of the agreed Onsite or Remote Support services work.
5.7 Amanet charges a minimum 1 hour’s labour charge, which is payable upon agreement to booking an appointment, regardless of whether an engineer has remained on-site for a full hour.
5.8 Amanet engineers will send a full receipt via email to the customer upon payment. Copies of Invoices may be available upon request.
5.9 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.
6. Commencement of Work
6.1 Work will commence at the prior agreed time and place between Amanet and the customer, upon receipt of Purchase Order(s) or completion of a Job Sheet via telephone or (at our discretion) by email or in person.
6.2 The customer will ensure that you or your representative (who must be at least 18 years old) must be present for the entire duration of our visit and have a basic knowledge of the service required or any problems encountered must be present, provide the Amanet engineer with the requested username/password/access details required to facilitate diagnosis or repair and will agree to follow our reasonable instructions.
6.3 Your computer system should have the latest Microsoft Windows operating system or Apple OSX, if you do not have these our Amanet engineer will still reasonably try and complete the requested service but as earlier Microsoft and Apple operating systems are not supported by the respective vendor, you agreed that your chances of a successful resolution may be limited. If any your software is or appears to be unlicensed or fails the vendor’s activation procedure, we may not be able perform a repair without the need for you to purchase a valid software licence via ourselves.
6.4 If you do not comply with any of the provisions of this Clause 6, our On-site Services may be denied and a cancellation fee of 100% of the cost of the Services may be charged.
6.5 The Contract will terminate upon completion of the agreed ad-hoc work.
6.6 Our services exclude support for any system or Customer requirement that we do not reasonably feel we have the ability to support.
6.7 You agree to a 2 hour appointment window (meaning a Amanet engineer will arrive at anytime within those 2 hours). Our engineers will use reasonable endeavours to adhere to any appointment times for On-site Support, but we cannot always guarantee on time arrival. In case of delay, our engineer will normally contact you to advise you of any delay. From time to time factors outside our reasonable control mean that we may have to reschedule an appointment. In such circumstances you can reschedule or cancel the appointment without penalty.
6.8 Repair and Diagnostic 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 within 24-48 hours but a 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.
7.1 Ownership of goods, software, parts, services, or results of services remains the property of Amanet Ltd and is transferred upon receipt of all payments (cleared funds) in full.
7.2 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.
8. Limitation of Remedies and Damages
8.1 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 Computers Devices, 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
8.2 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.
8.3 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.
8.4 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.
8.5 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.
8.6 PERSONAL DATA: 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.
8.7 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. Customer agrees that Amanet’s liability and customer’s sole and exclusive remedy pursuant to any claim of any kind, including, but not limited to, a claim in contract, tort, negligence or strict liability shall be (i) repair or replacement, at Amanet’s option, of defective Hardware or parts thereof, or (ii) a refund of the price allocable to the defective Hardware or part thereof if Amanet is unable to effectively repair or replace such defect within a reasonable time. Customer shall not be entitled to a refund of any service charges paid to Amanet. Any replacement Hardware or parts shall be new or serviceable used Hardware or parts and are warranted for the remainder of the original warranty period. UNDER NO CIRCUMSTANCES SHALL AMANET HAVE ANY LIABILITY WHATSOEVER FOR ANY COMPENSATORY, PUNITIVE, SPECIAL, INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES, INCLUDING, BUT NOT LIMITED TO, LOSS OF PROFIT OR REVENUE, LOSS OF USE, LOST PRODUCTION, LOST DATA, OR COST OF REPLACEMENT HARDWARE OR SOFTWARE.
8.8 Customer acknowledges and agrees that the performance of certain repair services to customer’s Hardware by Amanet may void certain warranties provided by the manufacturer of such Hardware. CUSTOMER ACKNOWLEDGES AND AGREES THAT UNDER NO CIRCUMSTANCES SHALL AMANET OR ANY OF ITS AFFILIATES HAVE ANY LIABILITY WHATSOEVER FOR ANY ACTUAL, COMPENSATORY, PUNITIVE, SPECIAL, INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES AS A RESULT OF THE VOIDING OF ANY SUCH WARRANTIES.
9. Errors and Omissions
9.1 Amanet makes every effort to ensure the accuracy of the information published in our literature, quotes and on our Web site(s). However, the documents and graphics published on this site may contain technical inaccuracies or typographical errors. Amanet makes no representations about the suitability of the information and graphics presented on this site. All such documents and graphics are provided “as is” without warranty of any kind.
9.2 If an error is made and a product is listed at an incorrect price, Amanet shall maintain the right to refuse or cancel any orders placed at the incorrect price. If the order has been confirmed and charged to your credit card, Amanet shall immediately issue a credit in the amount of the incorrect price.
9.3 We do not guarantee Amanet prices listed on other Web sites or price engines.
10 Standard Disclaimers
Unless stated, all non-trade services carry a 3 months warranty on both parts and labour. This applies only to the parts supplied by Amanet, and all warranties are voided if the product is not as sold, modified by customer or parties acting upon the customer’s behalf, or the product is used or has suffered from use or events that it was not designed for, or beyond the control of the customer and/or Amanet. This also include faults caused by the failure of other components after the repair has taken place, or by faults caused through the incorrect use of software or downloaded material, or by faults arising from accidental damage or incorrect use of the product. Any warranty on services or results of services are made solely at the discretion of Amanet.
All warranties commence from the date of invoice or receipt to the customer from Amanet.
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. Manufacturers may refuse to undertake any work on your device if it is repaired by anyone other than the manufacture or manufacturers’ approved afiliates. This includes both in-warranty and out-of-warranty repairs.
10.2. Customer Specified/Supplied Equipment
10.2a Where work is carried out using equipment and/or software and/or procedures and/or facilities, supplied or at the instruction of the customer, which is then found to be faulty, all work carried out to identify and rectify the problem is chargeable in addition to any quote or order at the suitable rate to the customer. Whether directly instructed to carry this out or not by the customer, when this has to be carried out in order to complete the work for the customer.
10.2b All warranties on any such repairs, modifications and/or rectification of problems, are the responsibility of the customer to arrange .
10.2c These conditions are liable to change from time to time, without prior notice or notification.
10.2d If you are a consumer, please note that these terms, their subject matter and formation, are governed by English law as compliant at time of invoicing with the laws of England & Wales.
10.2.e If you are a business, these terms, their subject matter and formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.
10.2f All statutory rights to be unaffected. The rights in relation to any guarantee we give you apply in addition to, and do not affect, your legal rights under the Sale of Goods Act 1979, the Supply of Goods and Services Act 1982, or any replacement legislation. You can get advice about your rights from the Citizens Advice Bureau or Trading Standards Department.
10.2g We and you do not intend that any of these terms shall be enforceable by virtue of the Contracts (Rights of Third Parties) Act 1999 by any person that is not a party to it.
11.1 Amanet makes every effort to ensure that the information published on this site is correct. However, we do not either warrant or assume any legal liability for the accuracy of any information disclosed.
11.2 Amanet is not responsible for the contents of any off-site pages or links referenced. The presence of a hyperlink from a page does not imply any kind of endorsement of the content of these pages or links by Amanet.
11.3 Amanet cannot be held responsible for any special, direct, indirect or consequential loss or damage to users’ computers resulting from the use of this website or its services.
11.4 If any court or competent authority decides that any of the provisions of these Terms are invalid, unlawful or unenforceable to any extent, the term will, to that extent only, be severed from the remaining terms, which will continue to be valid to the fullest extent permitted by law.
11.5 All contents of the www.amanet.co.uk website are Copyright © 2020 Amanet Ltd. All rights reserved. Reproduction, in whole or in part, in English or in other languages, is strictly prohibited.
11.7 Amanet Ltd is registered in England Registration No: 3764316 Registered Office: 12 Station Approach, Oakham, Rutland, LE15 6QW