Terms

1. Who I am

Stort Valley Computers is run by Louis, a sole trader based in Bishop's Stortford. In these terms, "I" and "me" mean Stort Valley Computers, and "you" means the person booking the work.

2. Booking and quotes

Everything is by appointment. Once I've diagnosed the problem, I'll confirm the cost with you before I go ahead. If I find something else while working, I'll stop and explain the options and cost before doing any more.

Urgent work outside a normal booking may cost more. If so, I'll tell you and agree it first.

The Fault Finder on this website is an AI helper. Its answers are a best guess to help you decide what to do next. They're not a diagnosis, quote or promise, and they don't form part of any agreement. The fault, the work and the price are only confirmed by me, after the diagnosis.

3. Prices

• Diagnosis is £60. It comes off the bill if you go ahead with the repair, and there's no charge if I can't find or fix the fault.
• Labour is £80 per hour, whether I do the work here or on site. Most jobs can be done within an hour.
• Parts are charged at cost and priced when I quote, because parts prices change often. Nothing is ordered until you say yes.
• Collection and return is free within the area I cover.
• I'm not VAT registered, so there's no VAT to add.

4. Parts

I use new parts unless we agree otherwise, for example a used part to save money. You're welcome to supply your own parts. If you do, they're covered by your supplier's warranty, not mine, and I'm not responsible if they turn out to be faulty or incompatible.

Old parts I remove are recycled unless you ask to keep them.

5. Payment

Payment is due when the work is finished, by card, bank transfer or cash. For special-order or expensive parts I may ask for payment up front. Where the law allows, I can keep a device until the bill is paid.

6. If the fault comes back

If the same fault I fixed comes back within 60 days, I'll fix it again free of charge. This doesn't cover new or unrelated faults, or damage from drops, liquid, power surges, malware or changes made by someone else. Parts are covered by the manufacturer's or supplier's warranty.

7. Cancelling

If you're a consumer and you book by phone, message or online, you normally have 14 days to cancel. If you ask me to start work within those 14 days, you'll pay for the work done up to the point you cancel. If you cancel after I've ordered parts for you, you may need to pay for them.

8. Collecting your device

Please collect your device, or arrange return, within a reasonable time after I tell you it's ready. If I can't reach you after several tries, storage charges may apply after 30 days, and devices left for over 90 days may be recycled to cover costs, where the law allows.

9. On-site visits

For visits I'll need safe access to the equipment, power, and internet where it's needed. If a job can't be finished on site, I may take the device away with your agreement.

10. Software and licences

You're responsible for licences for any software you ask me to install. Passwords you give me are used only for the job.

11. Website hosting

If you host a website or email with me, I'll take reasonable care to keep it running and secure, but I can't promise it will never go down. Hosting can't be used for anything illegal, spam or abuse, and I may suspend it to protect other customers or to comply with the law.

12. Photos of work

I sometimes photograph work in progress for my website. I'll never show anything that identifies you or your data, and if you'd rather I didn't photograph your device at all, just say.

13. Liability

I don't exclude liability for death or personal injury caused by my negligence, for fraud, or for anything else the law doesn't allow me to exclude. Otherwise, my liability is limited to the price you paid for the work concerned, and I'm not liable for indirect losses such as lost profit or business interruption. See repairs and liability for more on data and repair risks.

14. Complaints

If you're not happy, please tell me first and I'll do my best to put it right: Stort Valley Computers, Bishop's Stortford, Hertfordshire. louis@stortvalleycomputers.co.uk · 01279 927125. If we can't sort it out, Citizens Advice can help.

15. The law

These terms are governed by the law of England and Wales. I may update them from time to time; the version on this page when you book is the one that applies.