Terms & Conditions

GENERAL TERMS AND CONDITIONS

Your use of Tangled Technology services is governed by the following terms and conditions. Please read them carefully. They do not affect your statutory rights.

OUR AGREEMENT

By ordering services from Tangled Technology 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.

THREE MONTH WARRANTY

All Tangled Technology Services carry a three month warranty on parts and expertise. This means if there is a recurrence of the same problem we had fixed or any fault which is connected to the service provided we will either try again to fix the problem at no extra charge or, if we cannot fix the problem, we will refund your money in full for the services performed. This excludes 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.

SERVICE VISIT REQUIREMENTS

IMPORTANT: You are responsible for ensuring that all data and information on your computer or other hardware is saved and appropriately backed up before we access your system. We will not be responsible for any loss of data, information or records.
If you book an In-Home service appointment we will need the following at the time of appointment:

  • an adult (over 18 yrs of age) who has a basic knowledge of the service required or any problems encountered must be present;
  • access to the area and equipment being serviced and the electricity mains, plus light and power;
  • your agreement to follow our reasonable instructions;

In addition to the above requirements, if we will be working on your computer we will need:

  • a person with administrator level access present;
  • any relevant software recovery disk(s) (or other media);
  • a connected CD or DVD writer or reader.

Your computer system should have Microsoft Windows XP or later operating systems or Apple OS X or later, if you do not have these our Tangled Technology Technicians will still try and complete the requested service but as earlier systems are not supported by the licensee chances of a successful resolution may be limited.

If your software is, or appears to be, unlicensed we cannot perform a laptop or desktop computer repair.

REMOTE SERVICES

Whilst Tangled Technology Technicians will use reasonable amounts of skill and care to resolve problems you have referred to us, you accept that we may not be able to correct your problem using our remote support service due to circumstances beyond our control. In the event that it is not possible, we will discuss alternative methods with you in order to resolve your problem, including our in-home service.

We rely on the information you give us to operate this service. Such information must be complete and as accurate as possible to enable us to effectively resolve your problem.

Tangled Technology can only offer a remote support service if the customer has sufficient enough internet connection to do so.

SOFTWARE LICENSES

Any software patches, upgrades or fixes applied to your system by our engineers during either a Remote Service or an In-Home appointment, are licensed to you by us or the relevant third party for your own reasonable personal and non-commercial use only unless otherwise stated. You may not supply such software to anyone else. The 3rd party retains all copyright and other intellectual property rights in such software.

LIABILITY EXCLUSIONS

We do not have specific knowledge of your computer and its configuration. Whilst we will use our best efforts to minimise disruption to your system, we cannot be responsible for any unforeseen consequences of our services.

Our services may affect manufacturer warranty validity. It is your responsibility to assess the effect of our services on any manufacturer’s warranty and take appropriate action.

We cannot be responsible or liable to you in relation to any service regarding:

  • any loss or corruption of data, information or records;
  • any loss of goodwill, or any loss of (or interruption to) business or contracts;
  • any failure by you to follow our reasonable advice, recommendations or instructions;
  • any losses you may suffer arising from your use of (or failure to use) any anti-virus software; and
  • any loss that is not reasonably foreseeable.

INFORMATION WE REQUIRE AND USE OF INFORMATION

We will ask you for certain details which we require to perform the service. This includes address and contact telephone numbers able to accept incoming calls and an e-mail address.

We may record your conversations with our engineers for training or records purposes. Your data protection and privacy rights regarding other information we may collect are set out in our Privacy Policy.

The use of this information is governed through our privacy policy.

WHO WE ARE

We are Tangled Technology, © Tangled Technology 2012-2013. Tangled Technology Limited, Potters Bar, Hertfordshire. Registered in England No. 7991031.

In these terms and conditions, references to “we” and “us” are to Tangled Technology.

If you have any problems we would recommend you e-mail us at info@tangledtechnology.com.

SERVICE SPECIFIC TERMS AND CONDITIONS

Visiting you at home

In some outlying areas of the UK (excluding the Isle of Wight) the extra distances involved mean that we’ll service your product as quickly as possible but delivery and collection promises will not apply.

Your household insurance

Your insurance may provide you with some protection but:

  • You may not be protected for breakdown caused by mishaps or mechanical breakdown.
  • Portable products may not be protected.
  • Your annual premium may increase after your claim.
  • You may have to pay an excess.

What are my legal rights?

The contents of these terms and conditions do not affect your legal rights, which include the right to a remedy for defective goods. If you buy goods which are faulty when sold, you have the right to claim for a repair, replacement or refund for up to 6 years (5 in Scotland) from the date of purchase.

However, after the first 6 months you have to show that the fault was there initially and the longer it takes for the fault to show up the more difficult that becomes. Your support agreement gives you benefits, which are in addition to your legal rights and you have the assurance that your product will be repaired free of charge, if it fails at any time whilst the agreement is current. Further information about your legal rights can be obtained from your local Trading Standards Department, Citizens Advice Bureau or through Consumer Direct.

Your service agreement will be cancelled in the event of any fraud, or attempted fraud and you will not be entitled to a refund.

Do I have to purchase a support agreement at the same time as the product?

You can purchase a support agreement any time up to one year from buying your product. Product support agreements are not available on damaged products. Extended warranties may be available from other companies.

What is not included?

  • Regularly replaced items/consumable items.
  • Built-in batteries.
  • Cosmetic damage where it does not affect the operation or safety of the product.
  • Repair costs that have not been approved.
  • Damage or breakdown due to flood, wind or other severe weather conditions.
  • The cost of repairing or replacing a product which fails because anyone neglects, abuses or misuses the product.
  • Any service or benefit where the product support agreement has been suspended.
  • Inoperability of a product caused by withdrawal of services by a third party.
  • Theft or any loss suffered if you cannot use the product or any loss other than repair or replacement.
  • Any claim where your monthly payment has not been received.
  • Protection for dishwashers, vacuum cleaners, cooking and laundry products if used for business.

Cancellation Period

If you pay monthly you can cancel within 14 days of purchase by calling us on +44 (0)170 724 6200. Providing the service has not been used we’ll give you a refund on any payment made. After this period you can cancel at any time by calling us on +44 (0)170 724 6200, but please note that if you do this you will not receive a refund.

If you have bought a 3 or 5 year term and are not completely satisfied, you can cancel it within 45 days of purchase. Please call us on +44 (0)170 724 6200 and if you haven’t used the service we’ll give you a full refund. If you want to cancel your agreement after 45 days from purchase you’ll be entitled to a pro-rata refund.

Your service agreement is with Tangled Technology, Hertfordshire. Registered in England number 7991031.

FREESAT/SKY BOX INSTALLATION, DEMO & SET-UP

Give us a call on +44 (0)170 724 6200.

What you need to do before we arrive (preparation)

  • Ensure you are at home on the day of the appointment.
  • Ensure the engineer will have front, side and rear access to your properly.

Here’s what we’ll do

  • Set up your Freesat/Sky receiver(s) and connect to your TV(s).
  • Tune in all available channels.
  • Demonstrate and answer any questions.

What we don’t do

  • Supply or install a new satellite dish and associated cabling. This needs to be in place already
  • Supply the TV or Freesat/Sky receiver and viewing cards. You need to purchase these separately.
  • Routing wires and cables within walls.
  • Installations above 3 stories high.
  • Chimney and roof installations.
  • Commercial premises.
  • Supply additional cables such as SCART, Component and HDMI.

HOME THEATRE SET UP & DEMO

Give us a call on +44 (0)170 724 6200.

What you need to do before we arrive (preparation)

  • Ensure you are at home on the morning or afternoon of the appointment.
  • Ensure you have the audio visual products you want us to install to hand.  Its generally best if you have not opened any new products.
  • Ensure you have all the leads and cables needed.

Here’s what we’ll do

  • Un-box all new audio visual equipment and remove/recycle the packaging (if required).
  • Connect and set up your new and existing equipment.
  • Configure, calibrate and optimise the equipment.
  • Cable clip the leads and cables to the skirting board (if required).
  • Demonstrate the equipment and answer any questions you have.

What we don’t do

  • Supply cables, these come with your products, or you will need to purchase any additional cables separately.
  • Supply brackets and mount on wall or ceiling.
  • Routing cables within walls.

NETWORK SET UP & SECURE

Give us a call on +44 (0)170 724 6200.

What you need to do before we arrive (preparation)

  • Ensure you are at home on the day of the appointment.
  • Ensure you have the network, computer and peripheral products you want us to install to hand.  Its generally best if you have not opened any new products.
  • Ensure you have all the leads and cables needed.
  • Check with your broadband provider that your service is active.
  • Ensure you have your broadband ISP details.
  • Make sure you have all the micro filters you need (one per each device on your telephone line).

Here’s what we’ll do

  • Setup and install any four network products.  For example, a router, a desktop, a PC and a games console.
  • Un-box all new equipment and remove/recycle the packaging (if required).
  • Setup your Internet router and connect and setup up to four devices (not just PCs) to the network.
  • Configure the router, ensuring it is fully safe and secure including changing the admin password, future proofing the wireless encryption and setting up any built-in parental controls.
  • Set up your printer, file sharing and Internet connection on all networked PCs included in the service cost.
  • Fully test your network and show you how it works. We’ll remind you of any passwords set up.
  • Demonstrate the equipment and answer any questions you have.

What we don’t do

  • Supply cables (other than those supplied with new equipment), you will need to purchase any cables you need in store.
  • Supply and fit brackets.
  • Wall and ceiling mounting.
  • Within wall cabling.

FAULT & FIX SERVICES

  • If the repair to your product is not covered by our guarantee or your service agreement, you will have to pay for the repair.
  • We will make reasonable efforts to repair your product, subject to the availability of any parts required.
  • You will pay an up-front charge that covers carriage and to diagnose the fault. This is non-refundable unless we cannot repair your product.
  • We will agree a maximum cost for the repair with you.
  • If the cost of the repair is less than the maximum you have agreed, we will repair your product and you will pay for the repair when you collect your product. You will pay the actual repair cost, which may be lower than the maximum you have agreed. This is in addition to the up-front payment.
  • If the cost of the repair is greater than the maximum you have agreed, we will contact you with the repair cost. If you agree, we will repair your product and you will pay for the repair when you collect your product. This is in addition to the up-front payment.
  • If you decline, we will return your product to you un-repaired. The up-front charge will not be refunded.
  • Our repair work is guaranteed for 3 months from the date the product is returned to you.

FREE PC HEALTH CHECK

Should Tangled Technology provide a Free PC health check on your computer and not find an issue, then your PC Health Check will be free and your computer will be returned without cost.
Should Tangled Technology find faults on your computer, there will be a standard hourly rate charged to fix your computers issues, but there will still be no cost for diagnosing the issue.
However, should Tangled Technology find faults on your computer and you wish to take it elsewhere to be fixed, then the standard fee for a PC Health Check will apply.

No Fix No Fee

Sufficient time must be allowed for a Tangled Technology Technician to diagnose and asses the particular problem. The technician will only ever submit a No Fix report if he/she is 100% confidant that the problem cannot be solved, economically. This decision shall be made at the discretion of the Technician.

HOSTING & CLOUD SERVICES

With regard to Hosting solutions and Cloud services Tangled Technology will work to diagnose any service interruption and resolve where it can. However, Tangled Technology cannot be held responsible for interruptions in service maintained by 3rd party companies.

POSTAGE & PACKING

Tangled Technology will not be responsible for items damaged in transit. Tangled Technology will always use a reputable courier service with the required amount of insurance to cover any eventuality. It is up to the customer to do the same.