TERMS AND CONDITIONS

We’ve put all the legal stuff about how our services work, and what we do with your information together in this handy reference section.

If we haven’t covered something or you need to know a bit more please give us a call.

 

     Service Terms & Conditions General Terms & Conditions


GENERAL TERMS AND CONDITIONS

Your use of Knowhow 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 Knowhow 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 the Knowhow 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 Knowhow Team Member 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 Knowhow Team Members 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.

SYSTEMS EXCLUDED

Our services exclude support for the following:

  • File servers and operating systems, except Microsoft Windows Home Server;
  • Domain & active directory based networks;
  • VPN and WAN networks;
  • Corporate infrastructure hardware (complex firewalls, switches etc.); and Linux.

If your system includes any of the above (as becomes apparent to our Knowhow Team Member upon visiting) our Knowhow Team Member may give you a quote to resolve the relevant problem or you may cancel the service ordered for a full refund.

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 licensors for your own reasonable personal and non-commercial use only unless otherwise stated. You may not supply such software to anyone else. The licensor 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 email 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 Knowhow, © DSG Retail Limited 2013. DSG Retail Limited, Maylands Avenue, Hemel Hempstead, HP2 7TG. Registered in England No. 504877, VAT number: 226 6599 33.

In these terms and conditions, references to "we" and "us" are to DSG Retail Limited trading as Knowhow.

If you have any problems we would recommend you email us at knowmore@knowhow.com however if you prefer to write we can be contacted at:

Knowhow Customer Services
DSG Retail Limited
The Parkway
Sheffield S2 5DD

 

SERVICE TERMS AND CONDITIONS

DELIVER & INSTALL  
Cooker Installation Washer & Dishwasher Installation
American Style Fridge Freezer Installation Built-in Appliance Installation
TV Set Up to Stand or Wall Installation Home Cinema Set Up & Demo
Freesat Set Up & Demo / Install Aerial Installation / Retune
SET UP  
Computer Set Up Apple Set Up & Personalise
Windows / Apple / Chromebook Showhow Tablet Set Up / Tablet Showhow
eReader Set Up & Demo Camera Set Up
Camera Showhow Software Install
Hardware Install Network Set Up & Support
SUPPORT  
Cloud Backup 24/7 Help & Advice
Computer Healthcheck System Reset & Restore
Virus & Spyware Removal Data Transfer
Data Recovery  
REPAIR & PROTECT  
Care Plans Instant Replacement
Laptop Repairs Desktop PC Repairs
TV Repairs Laundry, Fridge Freezer & Cooker Repairs

Cooker Installation

What isn’t covered by our gas, electric, dual fuel and built-in cooker installation services:

  • We cannot connect your new cooker if it puts you or our installer at risk
  • We cannot connect your new cooker if the installation doesn’t pass health and safety guidelines

We cannot refund this service if:

  • You haven’t completed the necessary pre-visit preparations
  • Additional work is required to complete the installation that we don’t cover above

Washer & Dishwasher Installation

What isn’t covered by our laundry installation service:

  • We cannot plumb two waste pipes into one
  • We cannot make any alterations to your existing plumbing or electrical connections
  • Installation only available when taken with a delivery service. Delivery charge may apply

We can’t refund this service if:

  • You haven’t completed the necessary pre-visit preparations
  • Additional work is required to complete the installation that we don’t cover above

American Style Fridge Freezer Installation

What isn’t covered by our American-style fridge-freezer installation service:

  • We cannot connect your fridge-freezer to your water supply if there are no water connections within 1.5 metres
  • We cannot connect your fridge-freezer if there is no plug socket within 1.5 metres
  • Change door positions or other alterations to your property
  • Make alterations to existing connections (electric or plumbing)
  • Installation in garages or sheds as refrigeration appliances do not function properly in outdoor environments

We cannot refund this service if:

  • You haven’t completed the necessary pre-visit preparations
  • Additional work is required to complete the installation that we don’t cover above

Built-in Appliance Installation

What isn’t covered by our Built-in Appliance installation service:

  • Removal of your existing door panel if it is not suitable to be re-attached to your new appliance
  • We will not attempt to connect your appliance if the space is unsuitable
  • We cannot connect appliances if there isn't sufficient access for ventilation tubes; e.g. tumble dryers
  • Make alterations to your existing cabinets
  • Make alterations to existing connections

We can’t refund this service if:

  • You haven’t completed the required pre-visit preparations
  • Additional work is required to complete the installation that we don’t cover above

TV Set Up to Stand or Wall Installation

What isn’t covered by our TV Set Up to Stand & Demo, TV Wallmount & Demo and TV & Home Cinema installation services:

  • Brackets, cables or Wi-Fi dongles must be purchased separately
  • Existing internet connection required for applicable devices
  • Electrical works
  • In certain circumstances it may not be possible to embed the cables
  • TV & Home Cinema Set Up & Demo - We won't clip any leads and cables to the skirting board
  • We won't personalise or optimise picture quality

We can’t refund this service if:

  • You haven’t completed the necessary pre-visit preparations
  • Additional work is required to complete the installation that we don’t cover above

Home Cinema Set Up & Demo

What isn’t covered by our Home Cinema Set up & Demo installation service:

  • Brackets, cables or Wi-Fi dongles must be purchased separately
  • Existing internet connection required for applicable devices
  • Electrical works
  • In certain circumstances it may not be possible to embed the cables

We cannot refund this service if:

  • You haven’t completed the necessary pre-visit preparations
  • Additional work is required to complete the installation that we don’t cover above

Freesat Set Up & Demo / Install

What isn’t covered by our Freesat Set Up & Demo, Freesat Dish Install & Demo and Freesat+ Install & Demo service:

  • A satellite dish is not included
  • Television and Freesat receiver (or Freesat+ PVR) must be purchased separately
  • Additional cables such as SCART, Component or HDMI are not included. These must be purchased separately
  • Channelling of cables, except directly from the outside to inside of your property at a convenient location
  • Installations above three storeys high
  • Chimney and roof installations
  • Commercial properties

We cannot refund this service if:

  • You haven’t completed the necessary pre-visit preparations
  • Additional work is required to complete the installation that we don’t cover above

Additional Charges:

  • In some instances it may be necessary to install additional materials or provide extra resources to resolve reception issues. In these instances, an additional cost will be charged over the phone

Aerial Installation / Retune

What isn’t included in our Aerial Install & Tune (including multi-room) and Aerial Reset & Retune services:

  • Freeview set top box or additional Freeview boxes are not included
  • Television or any additional televisions must be purchased separately
  • Additional cables such as SCART, Component or HDMI are not included. These must be purchased separately
  • Aerial Reset & Retune service - Replacement digital aerial is not included
  • Channelling of cables, except directly from the outside to inside of your property at a convenient location
  • Installations above three storeys high
  • Chimney and roof installations
  • Commercial properties

We cannot refund this service if:

  • You haven’t completed the necessary pre-visit preparations
  • Additional work is required to complete the installation that we don’t cover above

Additional Charges:

  • In some instances it may be necessary to install additional materials or provide extra resources to resolve reception issues. In these instances, an additional cost will be charged over the phone

Computer Set Up

What isn’t covered by our Computer Set Up and Computer Set Up & Personalise service:

  • You will need to buy any Internet Security Software you want us to install
  • You will need to buy a mobile broadband subscription if you want us to set this up for you
  • Does not include the cost of any peripherals, for example a printer or webcam
  • Make sure you have all the computer and peripheral products you want us to install at hand
  • Make sure you have all the correct cables to connect your computer, peripherals etc

Apple Set Up & Personalise

What isn’t covered by our Apple Set Up & Personalise service:

  • You will need to buy a mobile broadband subscription if you want us to set this up for you
  • Does not include the cost of any peripherals, for example, printer, web cam
  • Make sure you have all the computer and peripheral products you want us to install at hand
  • Make sure you have all the correct cables to connect your computer, peripherals etc

Windows / Apple / Chromebook Showhow

Here are a few things you should be aware of before you begin your Windows, Apple or Chromebook Showhow:

  • Windows / Apple / Chromebook Showhow and Set Up & Showhow is only available with a new computer bought in store
  • The duration of the Showhow is approximately 30 minutes
  • You will need to buy any internet security software you want us to install (Set Up & Showhow only)

Tablet Set Up / Tablet Showhow

What isn’t included with our Tablet Set Up and Tablet Showhow service:

  • Memory cards are purchased separately unless supplied with your tablet device
  • 3G mobile broadband subscriptions must be purchased separately
  • Paid for apps are not included in this service
  • Apple Mobile Me subscription must be purchased separately

eReader Set Up & Demo

What isn’t included with our Kindle / eReader Set Up & Demo service:

  • Paid for books are not included in this service

Camera Set Up

What isn’t covered by our Camera Set Up service:

  • Memory cards must be purchased separately unless already supplied with your chosen camera
  • Accessories, books and software must be purchased separately

Camera Showhow

Here are a few things you should be aware of before you begin your Camera Showhow:

  • The Showhow is only available with a new camera bought in store
  • The duration of the Showhow is approximately 30 minutes but does not include the time it takes to set up your camera

Software Install

What isn’t covered by our Software Install service:

  • Service price does not include the price of the software you want us to install
  • If your computer needs a hardware upgrade you must purchase this separately

Hardware Install

What isn’t covered as part of the Hardware Install service:

  • We are not responsible for your data or applications. Please ensure you have backups before handing over your product for upgrade
  • The cost of the upgrade hardware; you’ll need to pay for these separately
  • Some hardware may not be compatible with your computer; but we’ll let you know when we have a chat with you in store

Network Set Up & Support

What isn’t covered by our Home Network Set Up & Support service:

  • The service doesn’t include the price of your internet router or internet subscription. You need to buy these separately
  • Any cables not already supplied with your equipment
  • We can’t set up networks for businesses
  • We don’t provide on-going network support
  • We don’t support Windows 95, 98, Me, 2000 or NT
  • We don't do wall and ceiling mounting or within wall cabling

We can’t refund this service if:

  • You haven’t completed the necessary pre-visit preparations
  • Additional work is required to complete the installation that we don’t cover above

Cloud Backup

What isn’t covered by our Cloud Backup 200GB, 2TB or 4TB services:

  • You will need to register your Cloud account on this link. Card details will be required on registration, but no payment will be taken at this point
  • Individual user accounts are classed as a single computer
  • Internet connection required to back up and access files on a computer, tablet or smartphone
  • Your mobile phone company will charge you for accessing our service. We advise that you use a tariff that includes internet access allowances
  • Streaming of DRM-protected media (i.e. iTunes movie downloads) is not supported
  • You will need to register your Cloud account on this link. Card details will be required on registration, but no payment will be taken at this point.

24/7 Help & Advice

What isn’t covered by our 24/7 Help & Advice subscription service:

  • Broadband Internet connection is required for remote fix. ISP subscription is not included with this service
  • In order to provide the most detailed advice and support to the majority of our customers, we only support genuine Microsoft & Apple operating systems. We do not support versions of Windows that pre-date Windows XP and we do not support versions of Mac OSX that pre-date Mac OSX 10.4
  • We are unable to give detailed advanced tuition on every item of software

Computer Healthcheck

We want you to know about the things not covered in the price of this service so there are no surprises later on:

  • If you choose to have upgrades installed you need to pay for the parts
  • If you choose to upgrade to a new version of Windows you need to pay for the Windows DVD

System Reset & Restore

What isn’t covered by our System Reset & Restore service:

  • Data backup and transfer are charged separately
  • Software installation is charged separately

Virus & spyware removal

What isn’t covered by our Virus & Spyware Removal service:

  • Internet Security software must be purchased separately if you want us to install it

Data Transfer

What isn’t covered as part of our Data Transfer service:

  • The cost of a new computer. You need to buy this separately
  • If you would like us to transfer your files to external hard drive this must be purchased separately

Data Recovery

We just want to tell you about a few things which aren’t covered by our Data Recovery service.

  • If you want your files putting onto a hard drive you will need to buy the hard drive separately
  • If your files are too damaged to rescue using normal means we will recommend specialist lab recovery. This does incur extra costs which we will explain to you before any work is done

Care Plans

  • You don't have to buy a Care Plan at the same time as you purchase your new product. You have up to a year to decide.
  • If you change your mind, you can cancel your Care Plan whenever you like.
  • Your Care Plan is provided by DSG Retail Limited, part of the Dixons Carphone plc Group. In the event that DSG Retail Limited ceases trading there is no dedicated financial backing.
  • If we issue a product replacement voucher your Care Plan will end and a pro rata refund Care Plan voucher will be supplied for the remaining duration of the Care Plan (does not apply to Pay Monthly). The provision of repairs, instant replacements or other services will not cause your Care Plan to end.
  • Other suppliers such as your product's manufacturer may offer an alternative support service. Your household insurance may provide some protection for your product.
  • There are statutory rights in place that apply to faulty goods. You can find advice on those rights from the Citizens Advice Bureau.
  • Compare prices of extended warranties for domestic electrical goods at www.compareextendedwarranties.co.uk from any internet enabled mobile device, smartphone, PC or laptop.

YOUR HOUSEHOLD INSURANCE

Your insurance may provide you with some protection but:

  • You may not be protected for breakdown caused my 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

PRODUCT REPLACEMENT

If we cannot readily and economically repair your product you will be given a voucher to obtain a replacement product in one of our stores. The value will be based on an equivalent or similar specification product up to a maximum of your original product purchase price.

If you receive a product replacement voucher this Care Plan ends. You will receive a pro rata Care Plan refund voucher which can be redeemed during the purchase of another Care Plan.

WHAT ARE MY LEGAL RIGHTS

The contents of this page 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 or replacement 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 from the start and the longer it takes for the fault to show up the more difficult that becomes. A Care Plan gives you benefits which are in addition to your legal rights and your product will be repaired free of charge if it breaks down or malfunctions at any time while your Care Plan is current without you having to prove that the fault was present at time of sale. Further information about your legal rights can be obtained from your local Trading Standards Department or the Citizens Advice Bureau.

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.

REPAIR AND SUPPORT

If you require support and advice or for any reason your product isn't working, please call the number that was given to you on purchase of your Care Plan, or call our Knowhow Contact Centre on 0344 561 1234; we will try to diagnose the problem and find a solution.

If we can't solve the problem over the phone we will repair the product or replace it. During the call we will advise on next steps. You may be required to take a portable product to one of our stores.

MULTIPLE FAILURES

If your product breaks down again after being repaired on three previous occasions, and your product is still within your Care Plan, then you may request a replacement. This benefit applies on the 4th separate mechanical or electrical failure.

24/7 HELP & ADVICE

Our 24/7 Help & Advice service covers a variety of products including computing, home entertainment and gadgets.

14 DAY REPAIR PROMISE

In the unlikely event that your repair takes over 14 days you may request a replacement product. The 14 day repair promise will start on each occasion from:

  • The date you book in your product for repair in one of our stores
  • The date of the engineer's first visit
  • The date that we collect your product

If the product is taken into a store the repair will be considered complete when the product is available for collection. If the product is collected from you it will be returned to the same address and the repair will be considered complete on the date of the earliest re-delivery slot we offer you.

The 14 day repair promise is subject to allowing us reasonable access to the product for repair. If we cannot get access to the product (e.g. you are away), the 14 day promise will not apply. When the product is still operational and safe to use the 14 day promise will not apply.

Due to the additional time needed to carry out data recovery the 14 day repair promise will not apply to any repair where data recovery has been requested.

LOAN EQUIPMENT (SELECTED PRODUCTS)

When you call our helpline, if we can't fix your problem over the phone, for PCs, laptops and televisions over 26 inches with a purchase price of over £150, you can request a loan product. Loan products are subject to availability. The loan television provided may be a different size and brand than the original product and no additional stands or wall mounts will be provided. For desktop PCs and laptops, a Windows loan laptop will be provided. Only products with a Windows operating system will qualify for a loan product.

Once the repair has been made to your product the loan equipment must be returned when we deliver your product back to you. If your product cannot be repaired the loan equipment must be returned before we issue a product replacement voucher.

HEALTHCHECK, VIRUS/SPYWARE REMOVAL & DATA RECOVERY (PC/LAPTOP)

For the lifetime of your Care Plan for a PC or laptop, you are entitled to one healthcheck each year. If your computer is infected by a virus, Trojan, worm, spyware or malware or you have lost data, Knowhow can help. Simply take your product into your nearest store with a Knowhow service bar or contact us on the number that was given to you on purchase of your Care Plan, or call our Knowhow Contact Centre on 0344 561 1234 and our team will arrange this for you. Only products with a Windows operating system will qualify for a healthcheck.

If you require data recovery you must request this service at the time of booking in the product. Upon request we will attempt to retrieve your data however, all recoveries greater than 32GB will require you to provide an external hard drive. To carry out this service your machine will be taken to our Knowhow repair lab. This service is offered on a best endeavours basis only and we cannot guarantee we can recover your data.

VALET SERVICE (SELECTED LARGE KITCHEN APPLIANCES)

For the lifetime of your Care Plan you are entitled to one valet service a year on the product. We will clean and de-scale a washing machine or dishwasher, clean the trays, grills and exterior of a cooker, and defrost a fridge or freezer plus give it an anti-bacterial clean. To book an appointment, please call us on the number that was given to you on purchase of your Care Plan, or call our Knowhow Contact Centre on 0344 561 1234.

WHAT IS NOT INCLUDED:

  • Regularly replaced items/consumable items, including: Built-in batteries, bulbs and lamps (except for bulbs used in rear projection TV)
  • 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
  • Damage or breakdown due to fire, unless caused by an electrical malfunction within the product
  • Repair or replacement of the product which has been neglected, abused, misused, or damaged intentionally. You must take reasonable care of the product
  • The cost of repairing or replacing a product which has been exposed to insect infestation (or similar phenomenon) or human or animal fluid/matter
  • Any service or benefit where the Care Plan has been suspended
  • Inoperability of a product caused by withdrawal of services by a third party or by a failure of, fault with or interruption of a utilities supply
  • Software or data
  • Image retention on plasma, LCD, LED, 3D or rear projection screens
  • Theft or any loss suffered if you cannot use the product or any loss other than repair or replacement
  • Cost of Data Recovery if unit needs to be sent to specialist laboratory
  • 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 0344 561 1234. 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 0344 561 1234, 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 0344 561 1234 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.

You may also give notice of your intention to cancel your agreement by writing to us at: Knowhow Customer Services, PO Box 67887, London, SE5 5HU, England

Your service agreement is with DSG Retail Ltd., Registered office Maylands Avenue, Hemel Hempstead, Herts., HP2 7TG. Registered in England No. 504877.

WHAT SHALL I DO IF MY PRODUCT BREAKS DOWN OUTSIDE THE UK / ISLE OF MAN?

Get a quote for repairing your product. If the cost of repair is the equivalent to £150 or less (£300 or less for a laptop), pay for the repair and claim the cost back from us. You will need a receipt showing the cost of the repair. If the cost of repair is more than £150 (more than £300 for a laptop), please contact our Knowhow Contact Centre on 0344 561 1234. If making a claim from outside the UK, all other benefits will not apply.

UPDATING YOUR DETAILS / TRANSFERRING THE PLAN

If you need to amend any of your details, such as your name or address, please contact our Knowhow Contact Centre on 0344 561 1234 so that we can update our records. To ensure you get the best service possible it is important the details of the owner of the product remain up to date.

If you sell or give away your product, you can transfer this Care Plan to the new owner, free of charge. To do so you must write to us with details of the new owner's name and address. You can write to us at: Knowhow Customer Services, PO Box 67887, London, SE5 5HU.

Calls charged at 5p per minute from a BT landline, calls from other networks' may vary.

Instant Replacement

  • You don't have to buy an Instant Replacement Care Plan at the same time as you purchase your new product. You have up to a year to decide.
  • If you change your mind, you can cancel your Instant Replacement Care Plan whenever you like.
  • Instant Replacement is provided by DSG Retail Limited, part of the Dixons Carphone plc Group. In the event that DSG Retail Limited ceases trading there is no dedicated financial backing.
  • Your Instant Replacement Care Plan continues even if your product is replaced.
  • Other suppliers such as your product's manufacturer may offer an alternative support service. Your household insurance may provide some protection for your product.
  • There are statutory rights in place that apply to faulty goods. You can find advice on those rights from the Citizens Advice Bureau.
  • Compare prices of extended warranties for domestic electrical goods at www.compareextendedwarranties.co.uk from any internet enabled mobile device, smartphone, PC or laptop.

INSTANT REPLACEMENT™

Instant Replacement gives you 3 years protection and applies to most products between £20 and £150. If your product develops a fault or breaks down, even as a result of a mishap, simply return it to the store for a replacement on the spot.

NO LIMITS

You are entitled to as many new replacement products as necessary during the 3 years of your agreement. Your agreement continues even if your product is replaced.

EXCLUSIONS

Instant Replacement is not available for mobile phones, tablets or Apple products.

The replacement will be a product of equivalent or similar specification up to the original purchase price paid. If an appropriate product is not available you may use the value originally paid towards a replacement product of your choice.

WHAT IS NOT INCLUDED?

There are some matters which will not entitle you to support under this Care Plan which are listed below:

  • The replacement of regularly replaced items/consumable items, including: Built-in batteries, bulbs, lamps (except for bulbs used in rear projection TV) and vacuum cleaner belts
  • Cosmetic damage where it does not affect the operation or safety of the product
  • Damage or breakdown due to flood, wind or other severe weather conditions
  • Damage or breakdown due to fire, unless caused by an electrical malfunction within the product
  • Replacement of the product which has been neglected, abused, misused, or damaged intentionally. You must take reasonable care of the product
  • Replacing a product which has been exposed to insect infestation (or similar phenomenon) or human or animal fluid/matter
  • The Care Plan has been suspended
  • Inoperability of the product caused by withdrawal of services by a third party or by a failure of, fault with or interruption of a utility supply
  • Software or data loss
  • Theft of the product
  • Any loss suffered if you cannot use the product
  • Any loss other than repair or replacement

CANCELLATION NOTICE

You can cancel this Care Plan at any time by either writing to us at: Knowhow Customer Services, PO Box 67887, London, SE5 5HU, or by calling our Knowhow Contact Centre on 0344 561 1234. If you cancel within 45 days of purchase and you haven't used the service we'll give you a full refund. If you want to cancel your Care Plan after 45 days of purchase, you'll be entitled to a pro-rata refund.

UPDATING YOUR DETAILS / TRANSFERRING THE PLAN

If you need to amend any of your details, such as your name or address, please contact our Knowhow Contact Centre on 0344 561 1234 so that we can update our records. To ensure you get the best service possible it is important the details of the owner of the product remain up to date.

If you sell or give away your product, you can transfer this Care Plan to the new owner, free of charge. To do so you must write to us with details of the new owner's name and address. You can write to us at: Knowhow Customer Services, PO Box 67887, London, SE5 5HU.

Calls charged at 5p per minute from a BT landline, calls from other networks' may vary.

Laptop & Netbook Repairs

We want you to know about the terms and conditions for our repair service so there are no surprises when you visit us in store:

  • We can repair a wide range of laptops and netbooks. Just bring it into a PC World or Currys with a Knowhow Service Bar and we will provide a free consultation for you
  • 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 upfront service charge that covers the repair to your laptop excluding parts. This is non-refundable unless we cannot repair your product
  • If we need to send your laptop or netbook away, our call centre will ring you and let you know the cost of any parts needed. If you agree to proceed with the repair, we will take payment over the phone (in addition to your upfront service charge)
  • If you decline, we will return your product to you unrepaired. The upfront charge will not be refunded
  • Our repair work is guaranteed for 3 months from the date the product is returned to you
  • Full terms and conditions can be found on Currys

DESKTOP Repairs

We want to explain the terms and conditions of our Desktop PC Fault & Fix service so there are no surprises when you visit us in store:

  • 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 upfront service charge that covers the repair to your computer excluding parts. This is non-refundable unless we cannot repair your product
  • Our Knowhow Contact Centre will call you with the cost of replacement parts if needed and if you agree to proceed, we will take payment over the phone (in addition to you upfront service charge)
  • If you decline, we will return your product to you unrepaired. The upfront charge will not be refunded
  • Our repair work is guaranteed for 3 months from the date the product is returned to you
  • Full terms and conditions can be found on Currys

TV Repairs

We want you to know about the terms and conditions of our TV repair service so there are no surprises when you visit us in store:

  • 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 a fee 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 you decline, we will return your product to you unrepaired. The deposit will not be refunded
  • Our repair work is guaranteed for 3 months from the date the product is returned to you
  • Full terms and conditions can be found on Currys

Laundry, Fridge Freezer & Cooker Repairs

We want to explain the terms and conditions of our Laundry repair services so there are no surprises when you visit us in store:

  • If the repair to your product is not covered by our guarantee or your service agreement, you will have to pay for the repair
  • The cost of labour, parts (up to £150) and general advice is included
  • We will make reasonable efforts to repair your product, subject to the availability of any parts required
  • The repair will be carried out in your home
  • You will pay a fixed fee when the repair is booked. This fee is non-refundable unless we cannot repair your product
  • Our repair work is guaranteed for 3 months from the date of repair
  • Full terms and conditions can be found on Currys:
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