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Magellan Solutions
Terms and Conditions


These terms govern the provision of any computer support or rental services (“Services”) provided by Sandra and Craig McCarthy, Magellan Solutions Ltd (MSL) or any business that Sandra or Craig McCarthy own and should be read in conjunction with our privacy policy. Magellan Solutions Ltd provides you with access to and use of the Services subject to your compliance with these terms. Magellan Solutions Ltd reserves the right to refuse to provide the Services to anyone at any time without notice for any reason. You represent and warrant to us that you are at least 18 years old; you have the right, capacity and authorisation necessary to legally bind yourself to the terms.

I (Client) agree to pay Sandra and Craig McCarthy, Magellan Solutions Ltd (MSL) or any business that Sandra or Craig McCarthy own request you to pay to repair, analyze, troubleshoot my computer at the rates shown on our charges page or to rent a Tablet or Computer at the rates shown on our product page.

For remote work there is a minimum charge of £25.00 and this will include the first 20 min's of the repair session. Further time will be billed at the rate shown on our charges page.

Should a call out be necessary then please refer to our charges page for full details of the costs.

Payment may be made using a credit or debit card for both home visits and remote sessions. Due to technical reason such as receiving a mobile signal there maybe times when it is possible the we are unable to take a debit or credit card in which case the client must make the payment in cash. We cannot accept cheques. For remote sessions card details may be taken prior to the remote session starting. Payment will not be taken until after the session is over.

Cash is welcome for home visits only.

Billing starts at the time of the appointment. Missed/cancelled appointments will be billed for one full hour if not cancelled 24 hours in advance.

Although Magellan Solutions Ltd will endeavour to conduct all activities in a timely manner, the client understands that troubleshooting issues may be a time-consuming process and agrees to pay Magellan Solutions Ltd for troubleshooting time as necessary. If Magellan Solutions Ltd is requested to conduct further research on a specific issue, you will not be billed for research time off-site, but will be billed for research time while at Client’s site/computer. Magellan Solutions Ltd reserves the right to recommend another company if the troubleshooting requires the assistance of another company to assist. Client will contract with the other company separately.

Quotes
Any verbal quote given by Magellan Solutions Ltd is given as a guide based on limited information provided by a customer. A verbal quote is intended to give the customer an estimate on the price and not an assurance that the product or service will be sold at that price.
Any written quote will be provided by Magellan Solutions Ltd at that price. All written quotes are valid for only 7 days. Once work commences, after a technician has evaluated the system, should it appear that the cost to repair/rental is more than quoted, no work will commence without explicit client approval. For further details of our charges please visit www.magellansolutions.co.uk/charges

The double the difference rental offer will match the rental cost of the same product from another retail outlet if that product is in stock and is being offered at a lesser price than our discounted rental charge over the same 24 month period. We will also refund twice the difference in the monthly charge.

Legal Rights
The client is the legal owner or authorised representative of the legal owner of the property and all data and components contained therein sent to Magellan Solutions Ltd
.

Authorisation to Access your Computer: You acknowledge that you are authorising Magellan Solutions Ltd to access and control your computer for the purposes of computer diagnosis, service and repair. In connection with delivering any services Magellan Solutions Ltd may download and use software, gather system data, take control of your computer and access or modify your computer settings. By accepting these terms, you hereby grant Magellan Solutions Ltd the right to connect to your computer, download, install and use software on your computer to gather system data, repair your computer, take control of your computer and change the settings on your computer while performing the services. You also agree to explicitly give your consent to allow Magellan Solutions Ltd to process your personal data and subscribe your email address in any way as they deem necessary.

Software Installation: Magellan Solutions Ltd may need to download and or run software on your personal computer to help diagnose and resolve your personal technology problem. Magellan Solutions Ltd may need to reinstall software that was included as part of your computer’s original configuration. You agree that we may download and utilise Software from third party websites or external devices such Memory Sticks, CD's etc and accept any applicable license agreements on your behalf. You agree that Magellan Solutions Ltd may need to download and/or install any software that it believes is necessary in the conduct of its business and in the repair of your computer. You acknowledge and agree that we may download and install trial versions of Software that will expire and cease to function after a certain period of time (usually fourteen or thirty days) unless you purchase a license to continue using such Software.

Magellan Solutions Ltd reserve the right to remove any programs from any device that is rented from Magellan Solutions Ltd if they believe that those programs are unnecessary to the functioning of the computer. This includes but is not limited to the bloatware that often comes with computers. Magellan Solutions may also need to install any software that it believes is necessary in the conduct of its business.

Magellan Solutions Ltd do not recommend that you use "free" programs. However, we will install any free programs that you grant permission/ask  us to install, while we always try to do our best with the installations, some free programs do not work on all computer systems. If we install a free program for you and you have problems with it, we will uninstall it, but will not give continued free support on the product. Our standard charges will apply.

Magellan Solutions Ltd agrees not to disclose any and all information or data files supplied with, stored on, or recovered from client's equipment except to employees or agents of Magellan Solutions Ltd subject to confidentiality agreements or as required by law.

I (client) also certify that I will indemnify and hold harmless Magellan Solutions Ltd for any and all data or software that may be lost or erased, as well as for any consequence of the erasure or loss of that data or software. Although Magellan Solutions Ltd will take every precaution to preserve all data and software on the computer, I acknowledge that occasionally data loss will occur and/or software operation may be compromised. If I require training in backup methods and procedures, Magellan Solutions Ltd will provide that training to me at an additional rate as shown on our charges page .

I (Client) further agree to indemnify and hold harmless Magellan Solutions Ltd for any and all hardware or software malfunctions or accidents that may occur before, during or after work is performed on Client’s computer, and for any results thereof.

Virus Removals: I (Client) also certify that I will indemnify and hold harmless  and will pay for added support to Magellan Solutions Ltd for any software repairs necessary after a virus has been detected and removed from a computer. Viruses in a computer can cause many problems, we cannot control what or how the virus affected the computer before our removal.

We do not have a guarantee period on our virus/malware removals as it is impossible to say that you wouldn't get a virus/malware infection within minutes of us removing a virus/malware infection. If you suspect you have an instance returning, please call us immediately. If you have a returned infection, we will discuss what AV products you purchased and decide on the best level of support. There is no guarantee or warranty that a virus will never get through any product either purchased from Magellan Solutions Ltd or any other brand you buy online or off the shelf.

Should you subscribe to our Total Internet Security service then all virus and malware removals are free. However, please be aware that any damage or malfunction of the computer caused by either a virus/malware or its removal will be charged at our standard rate.

Confidentiality: Any private information stored on your computer or viewed by our computer repair technicians during a remote support call will be held confidential unless required by law.

Purchasing of Products on Clients Behalf

Magellan Solutions Ltd do not supply any products. However, we are often asked to purchase products on a clients behalf. In circumstances where we are requested to purchase a product on the clients behalf we do not warranty the product in any way. Should the client wish to make a complaint or return the product then the client must request from us the details of the supplier and take the matter up with the supplier. All costs related to returning the product or claiming under the products warranty are the responsibility of the client. We are unable to intervene or become involved in any dispute between our client and the supplier.

Special Offers on Services, Broadband, Mobile Phones etc

From time to time Magellan Solutions Ltd (MSL) or any business that Sandra or Craig McCarthy own may do special offers or prize draws to refund or help with the cost of these services. This offer is subject to the client keeping the service for the full duration of the refund. If for any reason the client changes their service to a different supplier other than the one offered by Magellan Solutions Ltd (MSL) or any business that Sandra or Craig McCarthy own then the full amount of the refund paid must be returned to Magellan Solutions Ltd.

We offer any refunds on these services for a period of 12 months and then review the situation monthly thereafter. However, should the company providing these services change in any way the commission that is paid to Magellan Solutions Ltd (MSL) or any business that Sandra or Craig McCarthy own then Magellan Solutions Ltd (MSL) or any business that Sandra or Craig McCarthy own reserve the right to cancel the agreement immediately.

These offers are done on a goodwill basis and Magellan Solutions Ltd (MSL) or any business that Sandra or Craig McCarthy own also reserve the right to cancel the agreement at any time.

Backup Services & Potential Data Loss: While Magellan Solutions Ltd will make all reasonable efforts to safeguard the contents (data) stored on your computer, you understand and agree that prior to contacting or allowing Magellan Solutions Ltd to perform diagnostic, repair, or other services on your computer, it is your responsibility to back-up the data, software, information or other files stored on your computer disks and/or drives if you so desire. You acknowledge and agree that Magellan Solutions Ltd and/or its third-party service provider shall not be responsible under any circumstances for any loss, alteration, or corruption of any software, data or files If you do not have a backup of your software and data, we can provide you with our LivedriveCloud backup service at an additional cost. However, we cannot guarantee the integrity of the data when backing up. Any private or personal information provided to Magellan Solutions Ltd will be kept confidential. However, should Magellan Solutions Ltd (MSL) or any business that Sandra or Craig McCarthy own believe that any data found on your computer could be illegal then Magellan Solutions Ltd (MSL) or any business that Sandra or Craig McCarthy own reserves the right to contact the necessary authorities with whatever information they may require.

Passwords: Magellan Solutions Ltd will not ask for any passwords unless they are necessary in the repair of your system for example we may need your email password in order to setup an email client with your account. Sometimes we may find it necessary to ask for a password when the client is unable to enter the details themselves. Should we need a password this will not be stored by Magellan Solutions Ltd. Magellan Solutions Ltd will not keep any passwords unless specifically requested to do so by the client in which case there will be a charge and the password will be kept in a secure vault.

Items Left on Our Premises: Should your computer or any accessory items be left on our premises we will make reasonable efforts to contact you for you to collect them. If for any reason the items remain uncollected for a period of 30 days we reserve the right to dispose of the items. At which time, Magellan Solutions Ltd shall have no liability to the client or any third party. Any storage fees requested by Magellan Solutions Ltd must be paid by the client.

Warranty
Magellan Solutions Ltd offers the following warranty periods:

7 day warranty for labour - All work is covered by a labour only 7 day warranty. If the same problem reoccurs within 7 days of the original repair (stated on the invoice), Magellan Solutions Ltd will only charge for any additional parts that may be required. Excludes faults caused by software, virus, malware and end user errors.
1 year return-to-base manufacturer’s warranty on new hardware - Any hardware, software and/or equipment sold may be a third party product or service and as such the client must refer to the third party for details of their warranty. Any repair work carried out may be protected by the original manufacturers warranty.

Magellan Solutions Ltd do not supply any products however, we are often asked to purchase products on a clients behalf. In circumstances where we are requested to purchase a product on the clients behalf we do not warranty the product in any way. Should the client wish to make a complaint or return the product then the client must request from us the details of the supplier and take the matter up with the supplier. All costs related to returning the product or claiming under the products warranty are the responsibility of the client. We are unable to intervene or become involved in any dispute between our client and the supplier.

3 month return-to-base warranty on second hand hardware
Equipment is only covered for faulty workmanship on parts, and for parts that fail due to manufacturing defects recognised by the component manufacturer. In the event that the Warranty parts are not available the client will be informed of the delay and the revised expected repair time. Warranty repairs are carried out under the terms of the manufacturers warranty conditions. Warranty parts are supplied by the equipment manufacturer.
If a warranty repair is found to be outside of the warranty terms, it will be deemed as a "Non Warranty Repair" and charges will be applicable.

Non Warranty Repairs
Whilst every effort is made to repair within a few days, it is subject to parts availability. All parts used on Non Warranty repairs are manufacturer supplied unless otherwise requested.

Warranty Exclusions
Warranty does not include accidental damage. e.g. liquid damage (90% of keyboard faults are due to liquid spillage), cabinet or component breakage due to misuse. Damage caused by power surges or spikes, including and not limited to, mains power and telecommunications connections, or to other unspecified sources, voltage fluctuation, amperage fluctuation, rust or corrosion, are not covered under warranty.
Warranties do not cover loss or damage due to negligence, accidents, theft, flood, fire, earthquakes, electrical storms or any other act of God or any war related events.
The warranty on any hardware will be voided if any sticker placed on the warrantable equipment is removed, broken or tampered with.
This warranty does not cover failure of equipment due to the system not being serviced adequately, or failure from “fair wear and tear”. This warranty does not cover repairs for the replacement of parts due to incompatibility. The warranty holder will be liable to pay for these repairs.

Payment Terms
All work must be paid in full upon completion. If an amount remains outstanding 7 days after completion of the work, an additional 5% penalty will be added for each week until it is paid. In case collection proves necessary, the client agrees to pay all fees incurred by that process. Should an amount not be paid within 7 days of it being due, Magellan Solutions Ltd reserves the right to send a message to your computer and/or lock the computer or take any action it deems necessary until the amount is paid in full.

Limited Liability: Magellan Solutions Ltd or any business that Sandra or Craig McCarthy own shall not be liable for any claims regarding the physical functioning of equipment/media or the condition or existence of data on storage media supplied before, during or after service.
In no event will Magellan Solutions Ltd be liable for any damage to the laptop/desktop/equipment, loss of data, loss of revenue or profits, or any special, incidental, contingent, or consequential damages, however caused, before, during or after service even if Magellan Solutions Ltd has been advised of the possibility of damages or loss to persons or property. Magellan Solutions Ltd's liability of any kind with respect to the services, including any negligence on its part, shall be limited to the contract price for the services.
The client and Magellan Solutions Ltd agree that the sole and exclusive remedy for unsatisfactory work shall be, at Magellan Solutions Ltd’s option, additional attempts by Magellan Solutions Ltd must be allowed to complete the work in a satisfactory manner, or refund of the amount paid by the client. The parties acknowledge that the price of Magellan Solutions Ltd services would be much greater if Magellan Solutions Ltd undertook more extensive liability.
The client is aware of the inherent risks of injury and property damage involved in laptop/desktop repair, including without limitation, risks due to destruction or damage to the machine, media, or data and inability to repair the machine or recover data, including those that may result from the negligence of Magellan Solutions Ltd, and assumes any and all known risks of injury and property damage that may result.

Rental Services
Should the client choose to rent a product from Sandra and Craig McCarthy, Magellan Solutions Ltd or any business that Sandra or Craig McCarthy own and choose to take advantage of the discounted rate by changing their Home Phone and Broadband (or any other service agreed by Sandra and Craig McCarthy, Magellan Solutions Ltd or any business that Sandra or Craig McCarthy own). The client must keep that service for the whole duration of the rental period. If for any reason it is found that the client does not have the service, either from their choice or that of the supplier, then the full amount of the rental will be charged for the whole duration of the rental period and not just for the period where the client did not have the service.

Should the product that the client has rented develop a fault then the product must at first be returned to Magellan Solutions Ltd for appraisal and repair. Should it be found that any attempt to repair the product has been made in any way by the client or any third party then the full amount of the rental will be charged and the product must be returned to Magellan Solutions Ltd, please see our returns policy below.

If Magellan Solutions Ltd feel that the fault is caused by the client, a virus or any other means outside of Magellan Solutions Ltd control then Magellan Solutions will charge the client for the repair at the rates shown at www.magellansolutions.co.uk/charges Magellan Solutions Ltd decision on the cause of any fault will be final.

Should the client require any chargeable work done on the rental computer or, at Magellan Solutions discretion, any other device owned by the rental client this work will be charged at our standard rate as shown on www.magellansolutions.co.uk/charges less a discount of 10% for the labour time.

If the product is within its manufacturers guarantee period it will be be returned to the manufacturer.

All PC's and Laptops supplied by Magellan Solutions Ltd include internet security and backup software should this software not be present or not working when repairing a PC or laptop and Magellan Solutions Ltd feel this may have contributed to the fault then our standard repair charges will apply. For further details of our charges please visit www.magellansolutions.co.uk/charges

Rental Returns Policy

Should the client decide that they do not wish to keep a product that they have ordered for rental then the client can be permitted to return the goods in perfect condition to our head office at 27 Sawmill Lane, Nacton Village, Suffolk. IP10 0HS at their cost. The client must inform Magellan Solutions Ltd in writing within 14 days of receiving the product and all costs of the return must be payable by the client. However, if the order was placed whilst in the company of either Sandra or Craig McCarthy then this is deemed as a face to face transaction and therefore the client must inform Magellan Solutions Ltd in writing within 7 days of receiving the product and all costs of the return must be payable by the client.

Should the product be setup for the user i.e your user name has been setup for you then this will be deemed as a made to order item that has been made to order or personalised, unfortunately we are unable to accept returns in this situation.

The client accepts full responsibility for packing the device in a safe and secure manner and returning the device in a safe and secure manner. We understand that the client may not have the original packing in which case the client must make sure that the product is packed securely and reaches us in perfect condition.

We recommend that the client insures the device for its full value as any damage must be paid for by the client.

Once we have been informed by the client that the goods are being returned the client must stop using the product and return it as quickly as possible and not later than 7 days from the day on which you informed us of your decision to cancel the order.

Magellan Solutions Ltd reserves the right to charge the client when a product is returned for the cost of resetting the product back to its initial settings.

The initial payment charge that is made on rental equipment includes the costs of delivery charges, setup charges etc and is not returnable in any circumstances.

When a product is returned should it be found to have personal data on it Magellan Solutions Ltd will attempt to contact the client to see if they would like this data to be kept or deleted. Should the client decide to keep the data then a quote for this work will be provided at the time as the cost will depend on factors such as the amount of data and the method by which the client would like to receive the data. Should the client decide to have the data securely deleted then Magellan Solutions will do this work at the clients cost. For further details of our charges please visit www.magellansolutions.co.uk/charges

Independent Partners

Magellan Solutions Ltd have a number of independent partners. These partners are unable to enter into any form of contract on behalf of Magellan Solutions Ltd.

 

 

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