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.
 

For custom-built or bespoke orders, a non-refundable 50% deposit is required upfront, with the balance payable upon completion.
 

Invoices are available by request, but payment is required at date of invoice. 
 

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.

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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 are 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.
 

For returns due to change of mind, we reserve the right to charge a handling/restocking fee of £30 to cover our time to securely wipe devices and make fit for resale. Returns for custom-built or made-to-order  items are not accepted unless the item is faulty. 
 

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 as soon as possible if you need to cancel. 
 

If we need to cancel or reschedule due to unforeseen circumstances, you may opt to cancel your request 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.