Terms & Conditions

These terms outline the agreement between you (the customer) and PC Guy (“we,” “our,” “us,” “I”). By engaging with PC Guy for computer-related services, you confirm that you have read, understood, and agreed to the following terms:

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1. Ownership and Responsibility

You confirm that you are the legal owner of the computer or equipment in your possession or have authorisation from the owner to act on their behalf. You are solely responsible for the contents of your device, including any data or software.

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2. Diagnostics and Repair Fees

A non-refundable diagnostic fee of £25 will apply even if you decide not to proceed with the repair, unless otherwise agreed. This fee covers the time spent assessing your device.
 

Your approval (via phone, text or email) will be obtained before repairs begin or parts are ordered. If you disagree with these terms, please do not authorise us to proceed.

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​3. Data Backup and Liability

It is your responsibility to back up all important data before handing over your device.
 

We take every precaution to prevent data loss but cannot be held liable for lost, corrupted or damaged data. We will not be held liable for any subsequent losses such as loss of revenue or time as a consequence of any such data loss or inconvenience. Mechanical failures, viruses or malware can occur unpredictably, so regular backups to external devices are strongly recommended.
 

​4. Privacy and Data Protection

We handle your data in accordance with the General Data Protection Regulation (GDPR) 2018.
 

Your data will remain confidential and will only be shared with you, unless required to by law.
 

​5. Repair Time and Delays

We aim to complete repairs within 2–5 business days (Mon to Fri), but this is not guaranteed. Delays may occur, and we will inform you if additional time is required. We will not be held responsible for any repairs/service that exceeds an estimated completion time.
 

If you choose to cancel the repair due to delays, you may still be charged for the work already completed. This will be at the discretion of PC Guy and the cause of the delay.
 

We do not guarantee a same day repair​

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6. On-Site Repairs

A call-out fee of £25 applies to on-site visits and is non-refundable if you decide not to proceed with the repair. If you proceed, this fee will be included in the final cost.
 

If repairs cannot be completed on-site, your device may need to be taken to our premises. We will arrange for its return or for you to collect it.
 

When arranging onsite visits, you confirm that the computer is located within a safe, clean and accessible work environment.
 

If you are not present at the time of the appointment, and fail to give notice, the call-out fee will still apply and/or subsequent visits may be refused. Please give 24 hours of cancellation. 
 

Should we not be able to make the agreed appointment, we will contact you via phone or email at the earliest convenience and rearrange the appointment.​

 

7. Business Customers

We strive to meet the needs of business clients but cannot guarantee an immediate or same-day service. Timescales will be discussed, and we will do our best to prioritise urgent cases.

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8. Payment Terms

Payment is due in full upon completion of the repair. We accept cash, bank transfer and card payments (except AMEX).
 

For custom-built computer orders, a 50% deposit is required upfront to confirm the order and cover the cost of parts sourced on your behalf. Should you cancel the order, cancellation and restocking fees will apply and will be deducted from the deposit Please see section 13. Any remaining balance will be refunded. The remaining 50% balance is payable upon completion and confirms that you are happy with the order. 
 

Invoices are available by request, but payment is required at date of invoice. We do not operate a credit system.
 

9. Drop-Offs and Appointments

Drop-offs are by appointment only, as we operate from a home-based business. Appointments are typically available Monday–Thursday (10 a.m.–6 p.m.) and Friday (10 a.m.–5 p.m.) but these hours may vary dependant upon our own personal circumstances. Please contact us to arrange. Please do not drop-off a computer without contacting us first. 

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10. Uncollected Devices

If your device is not collected within three months of repair or communication from us that it is not repairable, it may be deemed abandoned. We will attempt to contact you, but if unclaimed, the device will be securely disposed of, and all data will be wiped.

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11. Communication

Our office hours are Monday to Friday, 10 a.m. – 5 p.m. We are closed on weekends and bank holidays. While we aim to return messages within 24 hours, this may exclude weekends, holidays, or other closures. Should we need to close, we will communicate this through our telephone voicemail, website and social media. 

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12. Returns and Warranty

Should you have an issue with a repair / purchase, please contact us. We will do our upmost to rectify the problem.

 

New items come with a 12-month hardware warranty unless stated otherwise.
 

Refurbished items include a 60-day hardware warranty unless otherwise noted, or an extended warranty is purchased.

 

Please see our warranty page for further details.

 

Under the Consumer Rights Act 2015, you can request a refund or replacement for faulty goods within 30 days of purchase. After 30 days, we will repair or replace the item at our discretion.
 

As a gesture of goodwill, for items purchased in person from our premises where you have had the opportunity to inspect the item before purchase, we offer a 7-day return period from the date of purchase. Items must be returned in their original condition. A £45 restocking fee will apply to cover the cost of clearing any data and making the item fit for resale.

 

For custom-built computer orders, where components have been sourced specifically for your build, you retain your statutory rights under the Consumer Rights Act 2015. Should you wish to cancel after an order has been placed and components sourced, cancellation and restocking fees will apply to cover costs already incurred. These fees reflect the costs of returning or restocking parts with our suppliers and time spent. Please see Section 13 for full details of cancellation fees. Your statutory rights regarding faulty or misdescribed goods are not affected.

 

Software purchases are non-refundable.
 

Warranty excludes faults which happen to arise due to the failure of other components after the repair has taken place. The warranty also excludes faults caused by improper use, software issues, viruses, malware, accidental damage, user error or liquid damage.

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13. Cancellations

Either party may cancel an appointment or service. Please notify us by phone on 0151 339 0760 or email info@ellesmereportpcguy.co.uk as soon as possible if you need to cancel. 
 

If we, PC Guy,  need to cancel or reschedule due to unforeseen circumstances, and you do not wish to rebook you can opt to cancel your booking without penalty.
 

Failure to notify us of a cancellation for an onsite visit may result in a call out charge and / or refusal to do future calls.
 

Order Cancellations (Custom-Built Computers) Should you wish to cancel a custom computer order, where components have been sourced specifically for your build or order, after the deposit has been paid and parts have been ordered, the following fees will apply:

• A restocking fee based on the following:
  • Parts ordered but unopened - 5% of order to return parts back to supplier
  • Build started and/or components opened - 20% of order (some parts may not be returnable due to being used) 

• An aditional cancellation/admin fee of £45 will also be payable to cover time already spent on the order for quoting, ordering, communications and building. 

 

These fees will be deducted from your deposit. Any remaining balance will be refunded to you within 14 days of cancellation. If cancellation charges exceed the deposit paid, you may be invoiced for the difference.

 

To cancel an order, please contact us in writing by email at info@ellesmereportpcguy.co.uk. Your statutory rights are not affected.

 

14. Force Majeure

I shall not be liable for any failure or delay due to circumstances beyond my reasonable control. These may include, but not limited to, acts of God, natural disasters, pandemics, government restrictions, war, terrorism, power outages, or any other unforeseen events that make service delivery impractical. In such cases, I will make reasonable efforts to resume normal operations as soon as possible but will not be held responsible for any resulting losses or damages.