SATSUPPORT.CO.UK TERMS & CONDITIONS REFUND POLICY

Transcription

1 SATSUPPORT.CO.UK TERMS & CONDITIONS REFUND POLICY 1. DEFINITIONS: Administrator, We, Us or SatSupport: Greenwood Digital T/A SatSupport of Ground Floor, 21 Oxford Road, Bournemouth BH8 8ET who have responsibility for providing this technical support service subscription based agreement. You, Your, Agreement: The party set out on your technical support service subscription Agreement Document. Technical support service subscription Service Agreement Period: The period of Agreement as defined in your technical support Agreement Document. Technical support service subscription Agreement Benefits: Benefits that the Agreement Holder receives in respect of their technical support service subscription Service Agreement. Technical support service subscription Service Agreement: The scheme/agreement that entitles the Agreement Holder to the various technical support service subscription Service Agreement Benefits. Subject to Fair Usage Policy 2. WHAT IS PROVIDED 1. Dedicated telephone technical support to resolve any faults arising with Your satellite receiver equipment; Monday-Friday between the hours of 9am-7pm. 2. Where faults cannot be resolved over the phone, an engineer will be scheduled to come to your location to service any faulty equipment including: 1. the receiver box; 2. satellite dish including any additional bracket that has developed a fault, provided it has been located correctly and our engineer is satisfied that it is in a safe location; 3. LNB; 4. Cables of less than 25 meters in length; and 5. Magic Eye. 6. Satellite Remote Control 3. Unlimited call outs.

2 3. WHAT IS NOT PROVIDED 1. Repairs of Equipment will not be provided if they are still covered by any manufacturer s, supplier s or repairer s warranty. 2. Repairs of Equipment arising from or in the event of: 1. The Equipment being recalled by the manufacturer or due to a generic manufacturing defect or any other reason. 2. Any unauthorised modification of the Equipment including (without limitation) any upgrade not authorised by the manufacturer or Sky or addition of any non-approved accessories. 3. Your failure to follow the Equipment operating instructions. 4. Use of Your Equipment in a non-domestic or commercial environment. 5. Theft, attempted theft, malicious damage or damage caused by fire or explosion. 6. Any problem directly or indirectly caused by the domestic supply of electricity. 7. No fault being found with your Equipment. 8. Deliberate damage. 3. This Agreement will also not provide for: 1. Work required by You to take place outside normal working hours (9.00am to 5.00pm Monday to Sunday inclusive) or on Public Holidays. 2. The re-siting of your satellite dish. 3. Equipment which requires repairs to be undertaken outside the United Kingdom, Isle of Man, Channel Islands and Northern Ireland. 4. Costs arising from not being able to use the Equipment. 5. Property or personal injury or consequential losses caused by the Equipment. 6. Cosmetic damage such as damage to paintwork or dents or scratches to the Equipment. 7. Replacement of any item that is intended to be replaceable such as fuses and batteries. 8. Rust and or corrosion damage to mini-dish and LNB. 9. Loss or damage to interactive or viewing cards (please refer to BskyB directly). 10. Equipment not installed properly. 11. Equipment not repaired by our approved repairers. 12. Any Equipment that is not working in accordance with the manufacturer s specification prior to the Policy inception date. 13. Components of an integrated digital television.

3 14. Faults in the broadband connection. 15. Equipment replacement. 4. RENEWING YOUR TECHNICAL SUPPORT SERVICE AGREEMENT 1. Your fee shall be applied on a recurring basis as per the policy length stated on Your Agreement. Unless notice is received in writing (either by mail or ) of Your intention to cease Your Technical Support and Pre-Paid Service Agreement before the renewal date, it will be renewed automatically at the end of Your Agreement Period. 5. CANCELLING YOUR TECHNICAL SUPPORT SERVICE AGREEMENT 1. Under the Consumer Protection (Distance Selling) Regulations 2000, You may cancel this technical support Service Agreement by giving notice at any time up to and including the 8th working day (excluding Saturdays, Sundays and public holidays) after you receive the technical support Service Agreement documents. If you have used a service under this Agreement within this 8-day period, we reserve the right to make a reasonable charge for the direct costs we have incurred in providing the service. 2. Once the cancellation period of 8 working days (in accordance with the CPDS Regulations 2000) has expired, you do not have the right to cancel the Agreement or to a refund; you will be bound by this contract for the period you agreed (please see the policy length stated on your agreement ). 3. This technical support service agreement will automatically be cancelled if you fail to pay all monies due. 6. DATA PROTECTION We are committed to complying with the Data Protection Act We will not provide your data to any third party without your prior consent although we may supply it to any sub-contractor or agent we may use in the performance of this Agreement. The information you provide us will be used to fulfil your orders, for account management, payment or marketing purposes. Under the Data Protection Act 1998 You have a right to ask for a copy of the information held about You and how it is being used at any time and to have that information corrected if it is inaccurate if You want to request or correct this information please write to the: Compliance Manager, SatSupport, Ground Floor, 21

4 Oxford Road, Bournemouth BH8 8ET. Your telephone calls may be recorded to improve the quality of service provided. 7. GOVERNING LAW The laws of England, Scotland and Wales govern this technical support service agreement and the jurisdiction of the appropriate court will apply. 8. COMPLAINTS PROCEDURE If you wish to register a complaint please write to the Customer Service Manager at: SatSupport, Ground Floor, 21 Oxford Road, Bournemouth BH8 8ET. Please include your technical support Service Agreement number. We will endeavour to resolve your complaint within 5 working days of receipt. This complaints procedure does not affect any legal right you may have. FAIR USAGE POLICY At SatSupport, we want all of our customers to get the best technical support subscription Services at the lowest possible price. This Fair Usage Policy is designed to prevent fraud and abuse of our service by a small number of users. Subject to this FAIR USAGE POLICY, SatSupport s services allows for unlimited engineer call-outs and technical support. SatSupport s Service Plans are for individual use only and do not cover business or commercial installations. All Agreements must be used in accordance with our Terms of Use and this FAIR USAGE POLICY ( Legitimate Use ). The following is a non-exhaustive list of practices that would not be considered Legitimate Use: Using Service Agreements to cover business or commercial installations; Sharing of Services provided under Your technical support subscription to the benefit of any Third Party; Unusual service requests inconsistent with normal, individual usage, for example, regular requests for engineer call-outs. Other practices may be relevant in determining Legitimate Use and SatSupport reserves the right to take any unlawful, prohibited, abnormal or unusual activity into account in making its determination. SatSupport may at its option, terminate its relationship with you, or may suspend your Service Agreement immediately if it determines you are using your Service Agreement contrary to this FAIR

5 USAGE POLICY or SatSupport s Terms of Use. Where reasonable, SatSupport will provide you with notice of improper usage before suspension or termination of your subscription and, if appropriate, SatSupport may offer you an alternative subscription.