- DEFINITIONS:
Administrator, We, Us or Logic Guard: Logic Essentials Ltd. T/A Logic Guard of Bourne Gardens, Exeter Park Road, Bournemouth, Dorset, BH2 5BD who are responsible for providing technical support and maintenance service on home electronics listed in the agreement.
You, Your, Agreement: The party set out on your technical support and Pre-Paid Maintenance Service Agreement Document.
Technical support and Pre-Paid Maintenance Service Agreement Period: The period of Agreement as defined in your technical support and pre-paid maintenance service Agreement Document.
Technical support and Pre-Paid Maintenance Service Agreement Benefits: Benefits that the Agreement Holder receives in respect of their technical support and pre-paid maintenance service Service Agreement.
Technical support and Pre-Paid Maintenance Service Agreement: The scheme/agreement that entitles the Agreement Holder to the various technical support and pre-paid maintenance service Agreement Benefits.
- WHAT IS PROVIDED
A. The cost covers an engineer visit to inspect each home appliance item covered. The inspection will include answering any questions on the use and functionality of the item and (subject to 3 below) carrying out any repairs that are required. You may choose when you wish the inspection to take place and we will contact you during the term of the agreement to arrange a visit if we have not heard from you.
B. Only one engineer visit per year per item is provided under the agreement.
C. When you contact us to arrange an engineer visit our technical support team will discuss your requirements and may also be able to answer any technical questions you have in respect of the item. We are available to take your call between the hours of 9am-6pm.
3. WHAT IS NOT PROVIDED
A. Repairs on Equipment will not be provided if they are still under manufacturers warranty.
B. Repairs of Equipment arising from or in the event of:
a) The Equipment being recalled by the manufacturer or due to a generic manufacturing defect or any other reason.
b) Any unauthorised modification of the Equipment including (without limitation) any upgrade not authorised by the manufacturer or Sky or addition of any non-approved accessories.
c) Your failure to follow the Equipment operating instructions.
d) Use of Your Equipment in a non-domestic or commercial environment.
e) Theft, attempted theft, malicious damage or damage caused by fire or explosion.
f) Any problem directly or indirectly caused by the domestic supply of electricity.
g) Repair if no fault being found with your Equipment.
h) Deliberate damage.
C. This Agreement will also not provide for:
a) Work required by You to take place outside normal working hours (9.00am to 5.00pm Monday to Sunday inclusive) or on Public Holiday.
b) The re-siting of your equipment.
c) Equipment which requires repairs to be undertaken outside the United Kingdom, Isle of Man, Channel Islands and Northern Ireland.
d) Costs arising from not being able to use the Equipment.
e) Property or personal injury or consequential losses caused by the Equipment
f) Cosmetic damage such as damage to paintwork or dents or scratches to the Equipment.
g) Replacement of any item that is intended to be replaceable such as fuses and batteries.
h) Rust and or corrosion damage.
i) Equipment not installed properly.
j) Equipment not repaired by our approved repairers.
k) Any Equipment that is not working in accordance with the manufacturer’s specification prior to the Policy inception date.
l) Equipment replacement.
4. RENEWING YOUR TECHNICAL SUPPORT AND MAINTENANCE AGREEMENT
A. Your Pre-Paid Technical Support and Maintenance Service Agreement will not be renewed automatically. We will contact you within 14 days of your renewal date.
5. CANCELLING YOUR TECHNICAL SUPPORT AND MAINTENANCE SERVICE AGREEMENT
A. Under the Consumer Contract Regulation you have 14 days from receiving the agreement documents to cancel and get a full refund. A refund would be processed immediately but may take 3-5 working days to appear in your account.
B. Once the cancellation period of 14 working days (in accordance with the CCR regulation) has expired, you do not have the right to cancel the Agreement or to a refund; you will be bound by this contract for the period you agreed (please see the “policy length stated on your agreement”). However the contract will not be renewed.
C. This technical support and pre-paid service agreement will automatically be cancelled if you fail to pay all monies due.
6. DATA PROTECTION
We are committed to complying with the Data Protection Act 1998 and GDRP. We will not provide your data to any third party without your prior consent although we may supply it to any sub-contractor or agent we may use in the performance of this Agreement. The information you provide us will be used to fulfil your orders, for account management, payment or marketing purposes. Under the Data Protection Act 1998 You have a right to ask for a copy of the information held about You and how it is being used at any time and to have that information corrected if it is inaccurate if You want to request or correct this information please write to the: Compliance Manager, Logic Guard: Logic Essentials Ltd. T/A Logic Guard of Bourne Gardens, Exeter Park Road, Bournemouth, Dorset, BH2 5BD. Your telephone calls may be recorded to improve the quality of service provided.
7. GOVERNING LAW
The laws of England, Scotland and Wales govern this technical support and maintenance service agreement and the jurisdiction of the appropriate court will apply.
8. COMPLAINTS PROCEDURE
If you wish to register a complaint please write to the Customer Service Manager at: Logic Guard: Logic Essentials Ltd. T/A Logic Guard of Bourne Gardens, Exeter Park Road, Bournemouth, Dorset, BH2 5BD. Please include your technical support and Maintenance Service Agreement number. We will endeavour to resolve your complaint within 5 working days of receipt. This complaints procedure does not affect any legal right you may have.
†Subject to Fair Usage Policy
At Logic Guard, we want all of our customers to get the best technical support and maintenance subscription Services at the lowest possible price. This Fair Usage Policy is designed to prevent fraud and abuse of our service by a small number of users. Subject to this FAIR USAGE POLICY Logic
Guard will provide maintenance service appointments for the agreed appliances on the agreement and technical support for when you book an appointment. .
Logic Guard Service Plans are for individual use only and do not cover business or commercial USAGE POLICY (“Legitimate Use”). The following is a non-exhaustive list of practices that would not be considered Legitimate Use:
- Using Service Agreements to cover business or commercial installations;
- Sharing of Services provided under Your technical support and maintenance service subscription to the benefit of any Third Party;
- Unusual service requests inconsistent with normal, individual usage, for example, regular requests for engineer call-outs.
Other practices may be relevant in determining Legitimate Use and Logic Guard reserves the right to take any unlawful, prohibited, abnormal or unusual activity into account in making its determination. Logic Guard may at its option, terminate its relationship with you, or may suspend your Service Agreement immediately if it determines you are using your Service Agreement contrary to this FAIR USAGE POLICY or Logic Guard’s Terms of Use. Where reasonable, Logic Guard will provide you with notice of improper usage before suspension or termination of your subscription and, if appropriate, Logic Guard may offer you an alternative subscription.