This document includes the Terms and Conditions of Your Gadget Support Plan with The Repair Crew that You should read along with Your Schedule. If You have any questions about these terms or the items listed on Your Schedule, please contact Us. Your Gadget Support Plan is a Membership for Services and not covered by insurance regulations or the Financial Services Compensation Scheme. The Membership agreement is operated under the trade name The Repair Crew, which is a part of The Repair Crew LTD, a company built in the UK. The registered office address is 2-4 Eastern Road, Romford, RM1 3PJ. Company registration number: 16326863 Introduction: The Repair Crew Gadget Support Plan gives You professional technical support for devices in Your home such as TV’s, mobile phones, routers, iPods, Digital cameras, MP3 players, DVD Recorders etc. Definitions: Coverage Area means mainland Great Britain, Northern Ireland, the Isle of Man, and the Channel Islands. Malware means any programs or files identified by The Repair Crew, in its sole and absolute discretion, as being or harmful to any standard PC operation. Membership means the contractual agreement between You and The Repair Crew. Plan means these Terms & Conditions and Your Schedule. Schedule means the personalised section of Your Plan documents. Services means phone-based computer optimization, online chat support and cleaning Services explained on the The Repair Crew Website. The Services include email account set up, printer set up, printer support, Internet login protection, virus removal, virus diagnosis, software installation, PC tune-up and general computer trouble shooting Services. We/Us/Our means The Repair Crew. You/Your means the subscriber named on the Schedule. Key Information: What's Included The Services provided only apply over the phone and internet. In order to receive the Services, access to the Internet is required. You must have a Broadband Internet connection in place in order for The Repair Crew to deliver Our Services. You authorise The Repair Crew to install, accept, download, and use software and third-party software on its behalf. Upgrade Your existing computer and ensure all the essential components are up to date with the latest updates. You are solely responsible for providing access to Your computers and a broadband Internet connection. Any disconnection or interruption to the Internet might limit Your ability to receive the Services The Repair Crew offer. Computer and Internet Security The Repair Crew will help you secure Your home computer and network against external threats. We will also help You modify your browser and email software to improve security and set up a security firewall. Computer and Technical Support Connect Peripherals Connect assorted peripherals including scanners, phones, cameras and printers to the computer. Home Wireless Network Set up, Configure and troubleshoot a home wireless network configuring routers and testing of peripherals that are part of the network. What's Not Included The Repair Crew is not liable for any failure or delay caused by problems with Internet connections. The Repair Crew does not guarantee against the loss of any file, information, or data. You, the subscriber is solely responsible for backing up and safely storing its data, information, and files. The Services do not cover lost or expected profits, hardware repair services. The Repair Crew does not guarantee that it will recover lost or deleted work, lost or damaged personal files or lost or corrupted data. The Repair Crew is not responsible for any interruption, delay or cessation, in the operation or the performance of its obligations of the Services hereunder due to acts such as act of God, natural disaster, fire, flood, earthquake, storm, boycott, riot, explosion, accident, lockout, or any other causes whether or not of the same class or kind as those specifically above named, which are not within the reasonable control of a party. Service Period The service period begins on the start date and continues until the end date, as stated on Your Schedule, unless it has been ended in accordance with these terms and conditions. Services will be suspended if any details You have provided are incorrect, You miss a payment or if until any missing payments are repaid, or incorrect details are updated. If You fail to comply with the conditions in this Membership contractual agreement , exposing Us to potentially serious prejudice, We may immediately end any further Services to You and Your Plan. With or without fault on Your part, We reserve the right to cancel Your Plan with fourteen days’ notice, providing a pro-rata refund for the remaining service period. We will confirm any such cancellation via telephone, email or post to the last address you gave us. How to Cancel: If You wish to cancel Your Membership, You, or an authorised representative, can contact Us anytime by telephone, email, or in writing to Us at 2-4 Eastern Road, Romford, RM1 3PJ. If You cancel a Direct Debit, without letting Us know, We will contact You to attempt to collect any missed payments. You have the right to cancel within 28 days of receiving Your documentation and will receive a full refund as long as no claims were made. After the 28-day period, You must contact Us giving at least thirty days’ notice to end this agreement, and You will receive a pro-rata refund for the remainder of the service period. This will not apply if you have received any services from us, and a charge will be levied equivalent to any unpaid instalments for the remainder of the service period. How to Renew: We will notify You by letter or email before Your Plan expires confirming Your renewal terms, any changes, or price changes. A cooling-off period of 14 days applies at renewal. If We collect payments via Direct Debit or automatic card debiting, we'll proceed with renewal unless You notify Us at least seven days before expiry that You will not renew. If You chose to pay a one-off payment, We will contact You via telephone so that You can confirm if You would like to renew and how you would like to make the payment and provide us with the details to be able to process Your payment. We may automatically renew Your Plan for 12 months following any addition of appliances You make to Your Plan and following any replacement that You have received from Us. In this case, the cooling-off period will not apply. How to Pay Your Schedule shows Your payment details. If You miss a payment Your Plan may be suspended until it’s collected. We will attempt to notify You of any overdue payments as they occur. General Information: Hard Drive Backup and Recovery Provide Hard Drive Backup and Recovery Procedures in event of accidental deletions through an external device or online service or crashes. The Repair Crew provides data recovery services but cannot guarantee that all or any data will be recovered. The Repair Crew will provide You with an estimate of the percent of data that can be recovered. Browser and E-mail support and expertise and support for all leading email tools and browsers, such as Outlook, Chrome, Gmail, Explorer, Firefox, and Thunderbird. Computer Performance and Optimization that ensure Your computer performs up to its full capability including system and disk clean-up with regular maintenance. Microsoft Support Help Install, troubleshoot and upgrade, Microsoft applications such as Windows 7, Windows XP, Microsoft Office, Vista, etc.; HP Support Troubleshoot HP computers, scanners and printers. Personalise and configure the settings of Your HP Computer, scanner and printer. Identify and remove virus and spyware by Security Experts. Providing full scans, recommending and installing appropriate antivirus and spyware tools, recommending safety measures during on line use. User must have a licensed and valid virus guard installed. Fair Usage Policy: You are entitled to an unlimited number of online and telephone “technical” support requests during the Gadget Support Plan period. Support sessions are limited to technical support queries only, however assistance relating to application usage “how to support” may be offered by The Repair Crew support agent at their sole discretion. Your Use of the support Services are subject to The Repair Crew “fair use” policy. Under this policy, if at any time, in The Repair Crew’s sole discretion, You are found to be abusing the service by exceeding the level of use reasonably expected from a Gadget based Plan, then The Repair Crew reserves the right to suspend or terminate the Gadget Support Plan Services. In addition, The Repair Crew reserves the right to terminate or suspend any Gadget Support Plan subscriber, that The Repair Crew, in its sole discretion, determines are being used (a) by any person other than the Gadget Support Plan subscriber, (b) fraudulently, or (c) for any computer system other than a registered system. User may terminate the Services at any time by giving verbal, written or electronic notice to The Repair Crew; provided, please see the “How to Cancel” section. The Services are provided only via phone, remote desktop sharing and Internet chat. Services are provided when You contact The Repair Crew. You authorise The Repair Crew to configure its computers and delete the files that The Repair Crew deems unnecessary to a computer’s operation. You give The Repair Crew direct permission to alter the registry of any computer receiving the Services as needed to provide the Services. The Services may require additional software. You give The Repair Crew direct permission to configure, install, and use such software on Your computers. Your Membership with Us: Our approval of Your application to purchase a Gadget Support Plan will take place when We send Your Gadget Support Plan documents, at which point a Membership agreement will exist between You and Us. The price of the Plan (which includes VAT) will be the price stated on Your Schedule. If You pay Us by Direct Debit, You must make regular payments in accordance with Your Schedule. If We are unable to collect a payment from Your bank, We may attempt to request payment again unless You advise Us otherwise. But if We are unable to collect, We have the right to terminate Your Gadget Support Plan. When You have paid the fees by Direct Debit for the payments shown in the Schedule, if the Service period has not yet expired, no further payment will be taken for the remainder of the period, unless and until Your Plan is renewed for a further period. If You choose to pay all fees for the period in advance in one payment, or We require You to do so as a condition of taking out the Gadget Support Plan, You must pay this amount before the Gadget Support Plan starts. Your responsibilities: You must: Be at least 18 years old and a resident in the United Kingdom. Your Appliances are used for domestic purposes, for a single household, and at the specified address. Report any issues promptly, providing necessary information. Membership information: We can amend these terms and conditions for regulatory or legal reasons as well as to benefit The Repair Crew as a whole. Where this change benefits You, We will make the change immediately and notify You within 28 days. In all other cases, We will write to advise You of the change at least 28 days prior to any change taking effect. If the changes do not benefit You and You wish to cancel Your Plan, You may do so and We will follow the procedure as outlined under the section labelled ‘How to Cancel’. We will write to You, if in the future We enter into an agreement with a new company for all or part of Your Plan, to confirm the details of the new company and give You details of any changes to the terms and conditions of Your Plan. You hereby authorise The Repair Crew to transfer any personal data to a new company, including data defined as ‘sensitive personal data’ under the data protection act 1998, and consent to the new company being able to offer continuation of this Plan to You. If at any time You wish to withdraw Your agreement to this, please let The Repair Crew know by writing to the registered address. The Repair Crew will write to You if, in the future, it transfers, in full or in part, the arranging and administration of Your Plan to another arranger and/or administrator to confirm the details of the new provider and give You details of any changes to the terms and conditions of this Service. You hereby authorize The Repair Crew to transfer data for the purposes set out above, including data defined as ‘sensitive personal data’ under the data protection act 1998 and consent to the new arranger and/or administrator being able to offer continuation of Service to You. If at any time You wish to withdraw Your agreement to this, please let The Repair Crew know by writing to the registered address. Severance: Each of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect. Statutory Rights and Governing Law: We will communicate with You in English and English Law will apply unless We agree otherwise. Nothing in the conditions will affect or reduce Your statutory rights; for further information about Your statutory rights contact the Citizens Advice Bureau: www.adviceguide.org.uk or 03454 04 05 06. How to contact Helpdesk: If during the Period of Your Membership You need Our help to diagnose Your gadget problem over the phone and try to resolve the issues using a remote access connection, please call Our Helpdesk free on 03300 270 571. Calls may be recorded and monitored for quality and training purposes. Customers with disabilities: We offer a number of Services for customers who have disabilities including providing Our documents in large print. For further information please contact Us. How to complain: If You wish to make a complaint, please contact Our Helpdesk. If You are not satisfied with how We respond, Your complaint will be raised to Our complaints team who will aim to respond to You within 5 working days. If You are not satisfied with how they respond, You can ask Your local Trading Standards office to review Your case. Their details can be found on the website of the Chartered Trading Standards Institute (CTSI) at www.tradingstandards.uk/consumer-help. Protecting Your personal data: We need to use Your data to arrange Your Gadget Support Plan and associated products and for marketing purposes (please let Us know if You would prefer not to receive marketing information from Us). We are the Data Controller for the data You provide to Us. You are required to provide information without which We will be unable to provide a Service to You. We may pass Your data to other companies, such as repair networks, complaint handlers, postal service providers, auditors, external consultants, credit providers, banks, financial transaction processors, crime and fraud prevention agencies and databases and regulators. We process all data in the UK but when We need to disclose data to parties outside the European Economic Area (EEA) We will take reasonable steps to ensure Your data privacy. To protect Our legal position, We will retain Your data for a minimum of 7 years after the expiry of Your Service period. Our full privacy policy is available on Our website. We have a Data Protection regime in place to oversee the effective and secure processing of Your data. You can request copies of the data We hold, have it corrected, sent to a third party or deleted (subject to Our need to hold data for legal reasons). If You wish to complain about how We’ve handled Your data, You can contact Us and We will investigate the matter. If You are not satisfied with Our response or believe We are processing Your data incorrectly You can write to: Information Commissioner’s Office, Wycliffe HoUse, Water Lane, Wilmslow, Cheshire SK9 5AF, or by phoning 0303 123 1113. Company information: This Gadget Support Plan is provided by The Repair Crew, a trading name of The Repair Crew Ltd. Registered in England and Wales. Company registration number: 16326863. Registered office: 2-4 Eastern Road, Romford, RM1 3PJ.