Terms & Conditions

1. Please note that due to the unpredictable nature of computing technology Computer Soup Ltd. can only give an approximate time of arrival for any appointment. Times agreed are a rough indication of arrival and cannot be guaranteed. Computer Soup Ltd. will always try to give a best indication as to the time of arrival but all times are subject to change without prior notice.

2. It is the responsibility of the customer to ensure that all personal data and business data is backed up regularly and correctly. Computer Soup Ltd. cannot be held responsible for any data loss that may occur during or after a visit from an engineer. Please note that customers should be aware that ‘backing up’ means that data should be always be stored in a minimum of two locations. Computer Soup Ltd. can give recommendation as to which backup method best suits the requirements for the customer and further tuition may be booked to illustrate this.

However it is up to the customer to ensure they fully understand the backup process and take the necessary precautions to protect their information on a regular basis and check that data has copied correctly and in its entirety. Computer Soup Ltd. can provide no guarantees on any data at any time.

3. Customers are advised that additional charges apply if a failure occurs on the part of a third party product or service leading to a further visit being required by an engineer. Computer Soup Ltd. cannot be held responsible for the reliability of any third party services. The further charge will be agreed by the engineer and customer at the time.

4. It is the customer’s sole responsibility to provide original disks and licenses for all software. If the customer is unsure Computer Soup Ltd. can advise suitable sources from where to purchase software and licenses. Computer Soup Ltd. is unable to load on software where a customer does not supply the original licences and media for its installation. Unless stated differently by the software developer customers should be aware all software requires a genuine purchased licence.

5. Customers must give notice of any difficulties or issues arising from a service of their machine or equipment as soon as soon as practically possible following a call out. This notification can be given by calling Computer Soup Ltd. on 07940 329 687 or through email to info@computersoup.co.uk. Computer Soup Ltd. will visit you as soon as possible and diagnose the source of the issue. Computer Soup Ltd. will do everything reasonably possible to resolve any issues customers have. If the problem is deemed to be a fault Computer Soup Ltd. then further reparative work will be forthcoming and non-chargeable. If the fault is beyond the remit of Computer Soup Ltd. or caused by a third party such as an Internet Service Provider or through user misuse then any new work carried out will be chargeable and terms agreed with the customer accordingly.

6. If a customer has any issues about the service conducted by Computer Soup Ltd. please put all concerns in an email to: Complaints Dept. Computer Soup Ltd. info@computersoup.co.uk

7. Full payment is required upon completion of work. Payment can be made by cash or by cheque. A valid cheque guarantee card is required for all cheques and up to the card limit only.

8. During any visit it is the customer’s responsibility to make a note of all passwords and login credentials that are issued or formulated during any work. Customers are reminded that through any work carried out by Computer Soup Ltd. there is a possibility of loss of passwords and usernames. Computer Soup Ltd. cannot be held responsible for this loss and customers are advised to make sure they have records of all of their usernames and passwords that are stored in the computer or supplied by their service providers.

9. Computer Soup Ltd. cannot be held responsible for any difficulties arising where a customer has chosen to conclude work alone or through a third party. Customers are also advised to follow best Health and Safety practices where their equipment is concerned.

10. The terms of Computer Soup’s ‘Free Estimate’, ‘No-call-out charge’ are as follows. The Free Estimate applies only to new customers within the London Borough of Bromley and is a one off offer .The No call-out charge applies only to customers within the London Borough of Bromley. The Free Estimate will only apply for a maximum of fifteen minutes and these slots are subject to availability. Charges for all other locations are purely at the discretion of Computer Soup Ltd. and are judged on a job by job basis.

During this time the engineer will assess any equipment and advise accordingly. After this period the engineer can continue to perform any necessary fix upon the authorisation of the customer and after agreeing a fee or if deemed necessary arrange for a further appointment. Please note that due to an engineer’s workload any work may require a further visit to complete. Computer Soup Ltd. cannot be held responsible for any data loss or computer failure that results from this consultation period. By allowing this free estimate the customer accepts these terms and conditions.

11. The ‘No-Fix No Fee’ policy is as follows. If following extensive testing on a fault the engineer deems the hardware or component to be beyond repair then this is deemed as a ‘fix’ and therefore chargeable for the time spent assessing this outcome. Computer Soup Ltd. will always strive to find a satisfactory resolution for its customers and a charge a fair price. If through diagnosis on the phone beforehand the engineer deems the problem likely to be unsolvable then the job will be chargeable. The engineer will inform the customer of this and agree satisfactory terms. Computer Soup Ltd. reserves the right to withdraw any offers without prior notice.

12. In giving your signature to this document you the customer agree to the Computer Soup Ltd. terms and conditions of business. You give endorsement that you are happy with all works carried out by Computer Soup Ltd. and that instruction has been given and work has been shown to you to be satisfactorily completed.

13. Under certain circumstances Computer Soup Ltd. can dispose n take away old equipment. Once goods are taken away it is not possible to return these items under any circumstances.

14. Please note Computer Soup Ltd. operates a minimum charge policy. If we are able to fix a problem regardless of shortness of time there will be a minimum charge of one hour. The customer can however use the remainder of this time to resolve other issues or to receive training.

Computer Soup Ltd. Registered in England 06011895
Registered Office: 26 Cherry Orchard Road Bromley Kent. BR2 8NE