terms and conditions.
1. As part of a deeper repair process, it may sometimes be necessary to re-format the computer’s internal or external hard disc drive(s) and/or to re-install the operating system (or similar). Both these procedures are carried out only as a last resort and after restora. has attempted all other means of repair. We will not be able to always recover data in serious circumstances.
2. restora. will only backup or transfer information it is able to from the hard disk drive/disk that is present in the device upon inspection and restore that information after repair(s), or transfer that information during service(s). Any copies of other software or programs you have purchased you will have to reinstall, and be expected to organise activation of such programs or software, or provide restora. with the information to complete the installs on your behalf, a cloning service, in most cases, does not require full reinstallation of all Apps as it clones your hard drive effectively copying everything to a new one. The computer will have been returned to “Factory Settings” after re-installing the operating system in other words, to the state it was in when it left the manufacturing facility. The backed up data you have from any other sources, that we do not have access to here at restora., or did not have access to during the inspection or repair, can then be re-installed on the computer at your disposal.
All data, regarded by the customer as either important and/or critical, should be backed up (saved to another hard disc drive or to removable media, for example, a USB flash drive, Cloud service or External Hard Drive) prior to any such re-installation of software such as Microsoft Windows®/Macintosh®, or the re-formatting of your computer’s internal or external hard disc drive(s). Re-formatting of the hard disc drive(s) means that all data will have been erased, we can only work with the data that was present on the device when we received it.
3. Computer data can be lost for a number of reasons: for example, problems affecting the computer’s internal or external hard disc drive(s), by a virus or spyware infection, corruption of data files and/or folders. The only effective safeguard against the risks associated with loss of data is to maintain a regular and systematic backup procedure. restora. will be pleased to advise on this.
4. For restora., the protection of a customer’s personal or business data is our primary concern. restora. ensures that all its managers, engineers and field technicians observe the standards of the General Data Protection Regulation 2018 and act in accordance with the regulations contained within. Personal data contained on, or transferred from, PCs, terminals and hard drives or disks shall, at all times, be processed fairly and lawfully and anonymised.
a) restora. does not directly access their customers data. We do not have the right to do this without your explicit consent. restora. does however reserve the right to retain customer(s) devices, if we deem necessary, as we have witnessed a history, or recent history of explicit content relating to illegal activity whilst working on your device, and it is obvious and visible to our technician(s). It will also be considered an immediate breach of our terms and conditions.
b) restora. reserves the right and has a legal obligation to immediately report the alleged illegal activity along with any evidence deemed necessary to the relevant authorities, you agree your personal details will be shared, including but not limited to, your name, date of birth, email address, home/business address. Your device(s) will be retained indefinitely for the purposes of the authorities. It is then from there restora. dismisses all services with the client, the client will be permanently barred from future services with us. The client is liable to pay our breach of terms fee by default which is (£100).
5. Security of your data is important to us, but remember that no method of transmission over the Internet, or method of electronic storage is ever 100% secure. While we strive to use lawful and acceptable means to protect your personal data, we cannot guarantee its absolute security in all cases, you understand this.
6. With the exception of a customer’s personal contact details and the details of all transactions with restora., all other data, however sourced and necessarily held on our computers or external hard drives or disks during the execution of the works, shall be deleted, using a secure format, on completion of the service.
7. restora. is careful to protect personal data and the details of any transactions a customer makes with us over the Internet.
8. restora. ‘no restora.’ policy:
a. Our ‘no restora.’ policy means simply that if restora. does not possess the necessary technical knowledge or cannot resolve the problem or complete the repair, then no charge is made.
9. Exclusions to the ‘no restora.’ policy:
a. When the customer requests restora. not to proceed with a repair, which we are able to complete, the customer must pay our minimum charge for diagnostics (£45).
b. When restora. is able to resolve the problem or effect the repair, but the customer does not possess the required software disc or product key. If the computer’s Operating System is to be re-installed, the customer must provide restora. with an original licensed Operating System disc and a valid Product Key, we can also quote a price for this. In this case the customer must pay our minimum charge for diagnostics (£45) alongside the cost of a licensed Operating System.
c. When restora. provides a clear and precise diagnosis of a failed component/software issue but the customer decides not to proceed with the replacement/repair. In this case the customer must pay our minimum charge for diagnostics (£45).
d. The 'no restora.' policy does not apply to data recovery, virus or spyware problems, and issues with third parties or in cases where the computer suffered damage from power surges.
10. restora., under any circumstance, accepts no responsibility for loss of computer data, however caused, including any alleged loss occurring during data recovery procedures. We are not data recovery experts, we recommend if you require the restoration of data from a severely damaged device, then you seek support from a company specialising in data recovery, this can be expensive, however, restora. works with companies who specialise in this and can seek to get a quote in most circumstances from a third party provider.
11. In most cases, restora. may need to retain computers or devices in its workshops for specific parts to be fitted or for other services to be completed. All hardware repairs and services are supplied with a 3 month warranty. Software services are excluded from this.
12. Any computer or other hardware left with restora. and not collected within 6 months shall be assumed to be permanently abandoned by the client and will be disposed of without recourse to the client, we will follow the required WEEE regulations in this instance. Prior to this, every effort will be made by restora. to contact the client to obtain instructions via all means of contact available to us. We will attempt to contact the client at least 10 times.
13. Any further services are charged on a case by case basis. Any changes requested by the client, which are not part of the pre-agreed specification between the client and restora., are fully chargeable to the client.
a. restora. top tip: It is always more economical to apply together all required works rather than feed them through one by one. No revision work, which requires payment, will be started without authorisation from the client, this is why this can cause delays. Individual amendments are always chargeable.
14. Payment terms for any estimated project of £75 or above requires a deposit of 30%, this is to order parts and support other costs, we try to keep costs as low as possible, to remain competitive. Any completed projects are to be paid on the date of final invoice. Although we do not like to, restora. reserves the right to charge interest on any overdue payments. A payment will be considered overdue 28 days after issue of final invoice. A breach of terms charge of £100 will be applied to your balance, an overdue invoice is considered a breach of the terms and conditions.
i) If you fall into arrears and fail to make payment within the set timeframe provided to you in your 3rd overdue notice. (We will send three notices via either email/post, also any other means we have available every 7 days not exceeding the 28 day period), you agree that restora. will refer your balance and information to a debt collection agency, this can severely impact your credit rating and make it harder for you to get credit in the future, your overdue balance may then also accrue further administration costs. You would be fully liable for all further costs. Your device will be retained until the full balance is paid.
This process will be actioned automatically after 28 days non-payment, as laid out in 14 i), unless another agreement has been otherwise authorised in writing by a restora. Manager. or as a result of agreeing a payment plan with restora. All payment plans will be confirmed in writing and must be adhered to. You understand that if payment is not received as agreed and we have exhausted all means of contact we may pursue further action. You would be liable for any further costs.
15. Any bought-in costs, such as mass printing or web hosting/cloud storage, must be paid in advance. For easier payment of invoice or deposits we will send you a payment link along with your attached invoice to the contact email address we have for you, just open the link and follow the instructions with our payment provider, Square. We are not affiliated with Square, they are our secure payment option and you can store your details with them on your email for future restora. transactions. Once you have finished putting your card details in and paid you will receive a receipt, works for any projects cannot be released until after payment has been received in full. We do accept cash payments and can also take payment over the phone, bank transfer can also be completed and is our most common method of payment.
We do not have access to your card details directly, however, if your details are present on this system in their protected state and you fall into arrears, an automatic payment may be taken from your account.
16. Refunds are not normally available immediately once the repairs or hardware services have been completed and supplied to the client, we pride ourselves on quality, but refunds for incomplete work or work that is investigated thoroughly by our grievance process and found not to be of standard, may be considered. Should the client receive such refund, they acknowledge that they will have no right (express or implied) to use any response for the purpose of defamatory remarks against restora., content on social media, nor any interest in such the same.
17. restora. will be required to request the password to access any logins for your user profile on a PC or a Laptop to enable us to complete the service(s) or repair(s), we will need the same for either a tablet or a mobile device in any instance. Restora. will not store the information electronically under a system where you can be identified or where your device can be identified, providing full anonymity. We will ensure all details are deleted after works are completed.
18. a. This section (b), does not apply to you if your estimated project is below £75.
b. You agree after paying your deposit that this amount will be deducted from your final account balance, which must be paid on the date of final invoice before any projects can be released. Depending on what you decide, you will be contacted by your local technician to organise collection and/or delivery of your device, you can book a home visit or collection on our website, you can also live chat with us 9am to 6pm at www.restoracomputers.co.uk.
19. We strive to provide the best customer service and support, so understand any questions or queries/changes that you have, we are completely open to, let us know if you have further queries by calling: 07310 714331, or email: help@restoracomputers.co.uk.