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TERMS AND CONDITIONS

I Love My PC Limited

Company Registration Number: 07392255
Registered in England and Wales

Effective Date: 1^st November 2010

Last Updated: 21st November 2025

1. INTRODUCTION AND DEFINITIONS

1.1 These Terms and Conditions govern all services provided by I Love My PC Limited (“we”, “us”, “our”, “the Company”) to customers (“you”, “your”).

1.2 By leaving equipment with us or purchasing goods from us, you agree to be bound by these Terms and Conditions.

1.3 Definitions:

• “Device” means any computer, laptop, tablet, mobile phone, peripheral, or electronic equipment left with us
• “Repair” means any diagnostic, maintenance, or repair work carried out on your Device
• “Listed Service” means any service with a published price on our current price list, available at our premises and on our website
• “Intake Form” means the written record completed when you leave your Device with us
• “Pre-Existing Fault” means any defect, damage, or malfunction present in your Device before we received it
• “Quote” means our written estimate for repair work
• “Working Day” means Monday to Saturday, 09:00 to 17:30, excluding bank holidays

2. SCOPE OF SERVICES

2.1 We provide the following services:

• Personal computer repair and diagnostics
• Sale of new and refurbished computers and laptops
• Sale of consumables, peripherals, accessories, and components

2.2 All repair work is carried out at our premises unless otherwise agreed in writing, including, but not limited to, letter, SMS, email.

3. REPAIR SERVICES – CHECK-IN PROCEDURE

3.1 When you leave a Device with us for repair, we will complete an Intake Form which includes:

• Description of the Device
• Reported fault or issue
• Visible condition of the Device
• Any accessories included
• A unique job reference number

3.2 You must sign the Intake Form to confirm the information is accurate. Where pre-payment is required for listed services, you must make payment before we commence work. By signing the Intake Form, you confirm that you:

• Have read and accept our Disclaimer & Customer Notice displayed in our premises
• Have read and accept these Terms and Conditions (available at www.ilovemypc.co.uk/about and in printed form upon request)
• Confirm that all information you have provided about your Device is accurate and complete
• Understand your responsibility to back up all data before check-in
• Understand that repairs may reveal or cause subsequent issues for which we are not liable (as detailed in Sections 5 and 6)
• Accept the payment terms in Section 9, including pre-payment requirements and minimum charges

3.3 Important: We do not test the full functionality of Devices at check-in unless specifically requested and unless the Device is in a bootable/operational state. Our Intake Form records only the reported fault and obvious visible condition.

3.4 If you require a full functionality test before we commence repair work, you must request this at check-in. Additional charges may apply.

3.5 We will provide you with a copy of the Intake Form and a collection receipt.

3.6 Minimum Charges:

All services are subject to minimum charges based on:

• The type of service required
• The minimum time required to complete the service
• Parts and materials required

Minimum charges for listed services are published on our current price list. For bespoke or non-listed services, minimum charges will be confirmed during the quotation process. Even if a repair is unsuccessful due to Pre-Existing Faults or other factors beyond our control, minimum charges and any diagnostic or quotation fees incurred remain payable.

4. CUSTOMER WARRANTIES AND REPRESENTATIONS

4.1 By leaving a Device with us, you warrant that:

• You are the legal owner of the Device or have authority from the owner to authorise repairs
• All information you have provided about the Device’s condition and faults is accurate and complete
• You have disclosed all known faults, defects, or damage to the Device
• The Device has not been subject to liquid damage, physical impact, or unauthorised modifications unless disclosed to us

4.2 You acknowledge that failure to disclose known faults may:

• Affect our ability to complete repairs successfully
• Result in additional repair costs
• Limit our liability under Section 6 of these Terms

5. PRE-EXISTING FAULTS AND CONDITIONS

5.1 This section is particularly important. We are not responsible for Pre-Existing Faults that become apparent during or after repair work.

5.2 Pre-Existing Faults may include but are not limited to:

• Motherboard failures
• Hard drive or solid-state drive failures
• Power supply failures
• Software corruption or operating system failures
• Component failures unrelated to the work we are performing
• Previous unauthorised repairs or modifications
• Liquid or impact damage not visible at check-in

5.3 If we discover Pre-Existing Faults during our work, we will:

• Stop work and contact you immediately
• Provide a revised Quote if repairs are possible
• Not be liable for these faults or any consequential losses

5.4 Working Device Assumption: Unless we have specifically tested and confirmed that your Device is fully operational before commencing repair work, we cannot and do not confirm that it was working prior to check-in. If functionality testing was not performed or requested at check-in, you accept that we have no evidence of the Device’s operational status before repair work began.

5.5 If a Device fails to operate after we complete the specific repair work you requested (for example, a hinge repair), and we can demonstrate that the failure is unrelated to our work, this will be treated as a Pre-Existing Fault.

5.6 Examples of Pre-Existing Faults discovered during repair work:

• A laptop brought in for hinge repair that fails to boot after reassembly, where the failure is due to motherboard failure
• A computer brought in for hard drive replacement that has a failed power supply
• A Device brought in for screen replacement that has software corruption

6. OUR LIABILITY – REPAIR SERVICES

6.1 Damage Caused by Our Work: If we cause direct damage to your Device through our negligence or error during repair work, we will:

• Repair the damage at no additional cost, or
• Replace the damaged component at no additional cost, or
• If repair is not possible, compensate you for the damage

6.2 Our maximum liability for damage we cause is limited to the lesser of:

• The current market value of the Device immediately before we received it, or
• £1,000

6.3 We are NOT liable for:

• Pre-Existing Faults (as defined in Section 5)
• Damage caused by Pre-Existing Faults
• Faults or failures unrelated to the work we performed
• Consequential losses including loss of data, loss of business, loss of profits, or loss of use
• Incompatibility issues between existing components and new components
• Software issues unless software repair was specifically requested and quoted

6.4 Proof of Causation: If you claim we have damaged your Device, we reserve the right to conduct independent technical assessment to determine whether the damage was caused by our work or was a Pre-Existing Fault.

6.5 Nothing in these Terms excludes or limits our liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Any matter for which it would be illegal to exclude or limit liability

6.6 Your Statutory Rights: These Terms do not affect your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015.

7. DATA, BACKUPS AND ENCRYPTION

7.1 Data Backup – Critical Notice: You are solely responsible for backing up all data and information on your Device before leaving it with us. We strongly recommend you create a complete backup.

7.2 We are NOT responsible for any loss of data, software, passwords, settings, or personal information for any reason, including:

• Accidental deletion during repair work
• Component failure during diagnostics or repair
• Pre-Existing Faults causing data loss
• Necessary data deletion as part of repair work

7.3 If data recovery is required as part of your repair, we will inform you and provide a separate Quote. Data recovery success cannot be guaranteed.

7.4 You must remove all passwords, PIN codes, and security locks before leaving your Device with us, or provide these to us in writing. We cannot be held responsible for delays if you fail to do so.

7.5 BitLocker and Drive Encryption – Critical Notice:

7.5.1 BitLocker is an encryption feature in Windows 10 and Windows 11 that may be enabled by default on your Device. When BitLocker is activated, it requires a 48-digit recovery key to access your data if certain hardware or system changes are made.

7.5.2 Many of our repair services require us to:

• Disconnect or replace the battery
• Modify BIOS/UEFI settings
• Replace or upgrade hardware components

These necessary actions may trigger BitLocker to lock your Device and request the recovery key.

7.5.3 Your Responsibilities: Before leaving your Device with us, you must:

• Check whether BitLocker is enabled on your Device
• Ensure you have access to your Microsoft account where the BitLocker recovery key is stored
• Inform our staff immediately at check-in if BitLocker is enabled
• Provide us with the BitLocker recovery key if you wish us to proceed with work that may trigger BitLocker

7.5.4 Our Position: We cannot and do not provide assistance with BitLocker recovery key retrieval. BitLocker recovery is strictly a matter between you and Microsoft. If you do not have access to your Microsoft account or cannot retrieve your recovery key, you must resolve this with Microsoft before we can complete many types of repair work.

7.5.5 Consequences of BitLocker Activation: If BitLocker locks your Device during our repair work and you cannot provide the recovery key:

• We cannot access your operating system or data
• We cannot complete software-related repairs
• We cannot verify that repairs have been successful
• Your Device will be returned to you in a locked state
• You will still be liable for payment for work completed up to that point, including diagnostic fees and any hardware repairs performed

7.5.6 If you are unsure whether BitLocker is enabled or do not understand these requirements, please ask our staff for guidance before leaving your Device with us. However, ultimate responsibility for managing encryption and recovery keys remains with you.

7.5.7 This section applies equally to other drive encryption systems including but not limited to FileVault (Mac), VeraCrypt, or other third-party encryption software.

8. DATA PROTECTION AND PRIVACY (GDPR)

8.1 We will handle your data in accordance with UK data protection laws, including the UK GDPR and Data Protection Act 2018. We will not access your personal files or data unless necessary for diagnostic or repair purposes.

8.2 What Personal Data We Collect: When you use our services, we collect:

• Personal identification information (name, telephone number, email address, postal address)
• Where you represent an organization, the name of that organization
• Device information and repair history
• Payment information

8.3 How We Collect Your Data: You provide us with data when you:

• Register for services or place an order
• Leave a Device with us for repair
• Complete customer surveys or provide feedback
• Contact us by phone, email, or in person
• Use our website (via cookies)

8.4 How We Use Your Data: We collect and process your data to:

• Process your orders and manage your account
• Provide repair services and maintain repair records
• Send order notifications and service updates via email or SMS
• Send you information about our products and services (with your consent)
• Prevent fraudulent transactions (we may share data with credit reference agencies for this purpose only)

8.5 Data Sharing: We will NOT share your personal data with other companies, organizations, or individuals except:

• With credit reference agencies to prevent fraud
• Where required by law
• With our service providers who assist in delivering our services (such as our CRM system provider)

8.6 How We Store Your Data: We securely store your data using Repairshopr CRM software systems hosted on Heroku infrastructure within Amazon Web Services (AWS) secure data centres. These facilities maintain:

• ISO 27001 accreditation
• SOC 1 and SOC 2/SSAE 16/ISAE 3402 certification
• PCI Level 1 compliance
• FISMA Moderate certification
• Sarbanes-Oxley (SOX) compliance

8.7 Data Retention: We will retain your personal data for 15 years from your last interaction with us to maintain repair history and fulfil legal obligations. After this period, your data will be securely deleted.

8.8 Your Data Protection Rights: Under UK GDPR, you have the right to:

• Access: Request copies of your personal data (a small fee may apply)
• Rectification: Request correction of inaccurate or incomplete information
• Erasure: Request deletion of your personal data under certain conditions
• Restrict Processing: Request restriction of processing under certain conditions
• Object: Object to our processing of your personal data under certain conditions
• Data Portability: Request transfer of your data to another organization or directly to you

To exercise any of these rights, contact us using the details in Section 15.8. We will respond within one month.

8.9 Marketing Communications: With your consent, we may send you information about our products and services. You may opt out at any time by:

• Contacting us at sales@ilovemypc.co.uk
• Using the unsubscribe link in our emails
• Calling us on +44 117 9248755

8.10 Complaints: If you are unhappy with how we handle your data, you may contact the Information Commissioner’s Office (ICO):

• Phone: +44 303 123 1113
• Website: https://ico.org.uk/
• Email: casework@ico.org.uk
• Address: Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

8.11 Full Privacy Policy: Our complete privacy policy, including information about cookies and website usage, is available on our website and at our premises upon request.

9. PAYMENT TERMS

9.1 Diagnostic and Quotation Fees:

9.1.1 We may charge a diagnostic fee to assess the fault with your Device. This will be confirmed at check-in.

9.1.2 For quotations requiring significant disassembly or research beyond basic diagnostics, we may charge a quotation fee of £29.99. This will be confirmed before we commence work requiring disassembly.

9.1.3 If you proceed with the quoted repair work, the quotation fee will be deducted from the final service charge.

9.1.4 If you choose not to proceed with repairs after receiving a quotation, the quotation fee is non-refundable and covers the time and labour involved in disassembly, diagnosis, and reassembly of your Device.

9.1.5 Basic diagnostic fees (where disassembly is not required) are non-refundable whether or not you proceed with repairs.

9.2 Quotes: We will provide a Quote for repair work where possible. Quotes are valid for 30 days.

9.3 Quote Variations: If we discover additional faults during repair work, we will contact you with a revised Quote before proceeding. You may choose to:

• Accept the revised Quote and proceed with repairs
• Decline further work and collect your Device in its current state
• Request reassembly and return of your Device (reassembly fees may apply)

9.4 Payment Terms:

9.4.1 Listed Services: For services with published prices on our price list, pre-payment is required before work commences. This pre-payment covers:

• The labour cost for the listed service as published
• Standard consumables normally included in that service

This pre-payment does NOT automatically include the cost of replacement parts, components, or additional services not specified in the listed service description.

9.4.2 Additional Charges for Parts and Services: Any additional charges arising from:

• Replacement parts or components required for the repair
• Additional services not covered by the listed service description
• Exceptional circumstances where work significantly exceeds the time anticipated in the listed service price will be quoted to you before we proceed with this additional work. These additional charges must be authorised by you and paid in full before collection of your repaired Device.

9.4.3 Example: If you book a “Windows Reinstallation” listed service with pre-payment of £49.99, this covers the labour to reinstall Windows. If during this work we discover your hard drive has failed and requires replacement, the cost of the replacement hard drive and its installation would be quoted separately and require your authorisation before we proceed.

9.4.4 Accepted Payment Methods: We accept cash, debit card, and credit card payments.

9.5 Non-Payment: If you refuse to pay for completed work, we reserve the right to retain your Device until payment is received (see Section 11 and Section 12).

9.6 Price Changes: All prices for components and consumables are subject to change. The price charged will be the price current at the time of order.

10. SALE OF GOODS

10.1 All goods sold are subject to the Consumer Rights Act 2015.

10.2 Goods must be:

• Of satisfactory quality
• Fit for purpose
• As described

10.3 New Goods Warranty: New goods carry the manufacturer’s warranty. Warranty terms vary by manufacturer and will be provided at the time of sale.

10.4 Refurbished Goods: Refurbished goods carry a 90-day warranty from the date of purchase covering defects in materials and workmanship. This warranty does not cover:

• Accidental damage
• Misuse or neglect
• Unauthorised modifications
• Normal wear and tear

10.5 Proof of purchase must be provided for all warranty claims.

11. WARRANTIES AND GUARANTEES

11.1 Repair Work Warranty: We provide a 90-day warranty on parts we supply and labour we perform, starting from the date of collection.

11.2 Our warranty covers:

• Defects in parts we supplied
• Failure of repairs we performed due to faulty workmanship

11.3 Our warranty does NOT cover:

• Pre-Existing Faults
• Damage caused after collection
• Faults caused by misuse, accidents, or liquid damage after collection
• Software issues except for specific software issue(s) we have been asked to repair.
• Issues caused by unauthorised subsequent repairs

11.4 To make a warranty claim, you must:

• Return the Device to us within the warranty period
• Provide proof of our original repair (receipt or invoice)
• Allow us to inspect and diagnose the Device

11.5 If a warranty claim is valid, we will re-repair or replace parts at no additional cost. We will not provide refunds for completed repairs unless we are unable to successfully repair the issue after reasonable attempts.

12. COLLECTION AND UNCOLLECTED ITEMS

12.1 You must collect your Device within 45 days of us notifying you that work is complete or no further work will be undertaken.

12.2 We will attempt to contact you by phone and email when work is complete.

12.3 Storage Fees: If your Device is not collected within 45 days of notification that work is complete or no further work will be undertaken, we may charge storage fees of £1 per day or part thereof from day 46 onwards.

12.4 Uncollected Items – Disposal and Sale:

12.4.1 If your Device remains uncollected for 45 days after notification:

• We will send a final written notice to your last known address and email
• The final notice will inform you that if you do not collect your Device and pay all outstanding charges within 14 days of the final notice date, we reserve the right to dispose of or sell the Device to recover our costs

12.4.2 If you do not respond within 14 days of the final notice (59 days total from original notification):

• We may dispose of or sell the Device to recover our costs
• Any proceeds from sale will be offset against outstanding fees, storage charges, and disposal costs
• We will make reasonable attempts to contact you before final disposal

12.4.3 For high-value items (worth over £500 in our reasonable assessment), we will make additional reasonable efforts to contact you before disposal or sale.

12.5 Lien: We have the right to retain possession of your Device until all charges are paid in full (a “lien”). This includes repair charges, diagnostic fees, and storage fees.

13. CANCELLATION RIGHTS

13.1 Repairs: You may cancel a repair before we commence work. If we have completed diagnostic work, you will be charged the diagnostic fee. For listed services where pre-payment has been made, cancellation before work commences will result in a full refund minus any diagnostic fees already incurred. Once work has commenced, refunds will be at our discretion based on work completed and parts ordered.

13.2 Sales – In Store: For items purchased in our store (face-to-face), you do NOT have a right to cancel simply because you change your mind. However, your statutory rights under the Consumer Rights Act 2015 remain unaffected if goods are faulty.

13.3 Sales – Distance Selling: For items ordered remotely (by phone, online, etc.) for delivery, you have 14 days from receipt to cancel for any reason under the Consumer Contracts Regulations 2013. Goods must be returned in original condition.

14. COMPLAINTS PROCEDURE

14.1 If you are unhappy with our service, please contact us immediately:

• In person at our store
• By phone: 0117 924 8755
• By email: sales@ilovemypc.co.uk

14.2 We will acknowledge complaints within 2 Working Days of job collection and aim to resolve them within 14 Working Days.

14.3 If we cannot resolve your complaint, you may refer the matter to:

• Citizens Advice consumer service: www.citizensadvice.org.uk
• Trading Standards
• Alternative dispute resolution providers

14.4 Nothing in this section affects your legal rights.

15. GENERAL TERMS

15.1 Entire Agreement: These Terms constitute the entire agreement between you and us and supersede all previous agreements or understandings.

15.2 Variations: We may update these Terms from time to time. Updated Terms will apply to services provided after the update date.

15.3 Severability: If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

15.4 Waiver: Our failure to enforce any provision does not constitute a waiver of that provision.

15.5 Governing Law: These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

15.6 Third Parties: No third party has any right to enforce any term of this agreement under the Contracts (Rights of Third Parties) Act 1999.

15.7 Assignment: You may not transfer your rights or obligations under these Terms. We may transfer our rights and obligations to another organization.

15.8 Contact Details: I Love My PC Limited
207 Gloucester Road, Bristol, BS7 8NN, UK.
Phone: 0117 924 8755
Email: sales@ilovemypc.co.uk
Company Registration Number:  07392255

Document Version 1.1 – 21st November 2025

These Terms and Conditions are available at our premises:

207 Gloucester Road, Bristol, BS7 8NN, UK. (Mon to Sat, 09:00 to 17:30)

and on our website:

www.ilovemypc.co.uk