Terms & Conditions of Service
1. Definitions
Pro Technologies Limited, trading as Pro Technologies; hereinafter referred to as “Pro Technologies”.
Pro Technologies is a limited company, specialised in repair, maintenance of computer equipment and providing a wide range of other IT services. Company registered in England and Wales, number 08184949 with its registered office at: 35 Wild Rose House, 3 Firwood Lane Romford, RM3 0FQ.
The customers of Pro Technologies may include individuals, unincorporated businesses, partnerships, limited companies and other organisations or anyone requiring the services of Pro Technologies; hereinafter referred to as “the customer”.
“Item” within this document refers to any article, software, hardware and associated accessories or other tangible objects belonging to the customer that is the subject of any discussion with Pro Technologies. Item is also inferred to be singular or plural.
2. Customer Service
2.1. Services: Pro Technologies reserves the right to withdraw offers and services at its discretion, including any free services.
2.2. Quotations: any price quoted for a part cannot be guaranteed, either because the price of the part has increased, the part required for the repair is different or the part is not available anymore. If the price is more than that which was agreed upon to perform the repair, and the customer does not wish to proceed with the repair, Pro Technologies will return the item back to the customer unrepaired free of charge.
2.3. Discounts: any discounts offered are only applicable to labour charges. Pro Technologies will only accept one discount with any single purchase; Pro Technologies will take the highest applicable discount when faced with multiple options.
2.4. No Fix, No Fee: our No Fix, No Fee policy means simply that if Pro Technologies does not possess the necessary technical knowledge or ability to resolve the problem or effect the repair, then no charge applies. This policy does not apply in the following cases:
2.5.2. When Pro Technologies is able to resolve the problem or effect the repair, but the customer does not possess the required software disc or product key. If the computer’s Operating System is to be re-installed, the customer must provide Pro Technologies with an original licensed Operating System disc and a valid Product Key.
2.5.3. When Pro Technologies provides a clear and precise diagnosis of a failed component but the customer decides not to proceed with the replacement.
2.5.4. The policy does not apply to data recovery, virus or spyware problems, issues with third parties or to cases in which the computer suffered from power surges.
3. Guarantee
Pro Technologies offers a one-year guarantee on most Mac, laptop and computer repairs, 6 months guarantee for tablet repairs and 3 months for mobile phone repairs (see below for exclusions). Pro Technologies offers guarantees on hardware repairs only. Issues caused by viruses, malware infections, problems with operating systems, software/applications, faults arising from accidental damage or incorrect use of the product are not covered by our guarantees.
3.1. Limited Guarantee: although we offer good comprehensive guarantees for most of our repairs, there are some exceptions. Expensive parts for Apple Macs, laptops and PCs will only receive the guarantee offered by the third-party supplier, which is usually 3 months. E.g. MacBook Pro top assembly (screen, glass and lid) will be covered by a 3 months guarantee. Logic Board, Motherboard, liquid damage, GPU, BGA repairs and battery replacement will be covered by a 3 months guarantee.
If Pro Technologies believes that the item has been misused or tampered with in any way, the guarantee will be rendered void.
In the event of a guarantee return where a hardware repair has been performed with no parts purchased, we will do our best to repair it. However, if the guarantee repair requires any parts, the customer will pay for them. If the customer wishes not to proceed, a part/full refund of the costs of the original repair will apply.
3.2. Apple warranty: please note that if we repair your Apple device, it is Apple Policy to invalidate your warranty.
4. Cancellation / Diagnostic Fee
The diagnostic fee is set at a minimum cost of £40.00, which covers some of the time our technicians spend inspecting your computer. In all but the most complex cases, if you choose to use our services and continue with the repair with us, we will waive the diagnostic fee. If you do not wish to continue with the repair with us, we will only ask you to pay the diagnostic fee, which must be paid in full before handing over the equipment.
5. Loss of Computerised Data
Pro Technologies strongly recommends that all customers backup their computerised data before any item is given to or left with Pro Technologies for any repair. If required Pro Technologies can backup data on its premises before any work commences, if it is possible, but cannot guarantee this. Pro Technologies will in no way be responsible for any loss of business, data or software due to any failure of the system. The customer is fully responsible for backing up such data.
5.1. Data Recovery: Pro Technologies cannot guarantee the full recovery of customer’s data when recovering data from failed, unhealthy or damaged hard drives, or any other storage devices. However, the customer will still be liable to pay the full price, even if only part of the data is recovered (we may lower the cost at our discretion).
6. Abandoned / Unclaimed Items
Any item not collected within 3 months will be disposed of. Once the customer’s item has been repaired, declared irreparable or awaiting a response from the customer, it must be collected within 90 days from the time the customer is informed. If the customer fails to collect the said item, Pro Technologies will dispose of, recycle or sell the item to recover costs. Pro Technologies is not responsible for any data loss from unclaimed items.
7. Payment
Pro Technologies accepts payment by PayPal, Apple Pay, Google Pay, Revolut, bank transfer, cash or card. Any item received for repair will remain the property of Pro Technologies until the invoice is paid in full. Payment must be received prior to return of the repaired item. Failure to pay will result in your item being retained for a period of 90 days before being disposed of, recycled or sold to recover costs.
Once the customer has agreed to any work being undertaken, Pro Technologies reserves the right to ask for full or part payment prior to the work being commenced. Where part or full payment is required, it must be received on return of the repaired item.
Should payment not be received on the due date or an online payment not received or is reversed, then Pro Technologies will charge interest as detailed in the Late Payment of Commercial Debts (Interest) Act 1998 as amended and supplemented by the Late Payment of Commercial Debts Regulations 2013 which allows interest to be charged at 8% over the Bank of England Base rate and allows recovery of other expenses.
Pro Technologies takes the non-payment of its invoices very seriously and does pursue outstanding accounts.
8. Collections & Deliveries by courier service
Our courier service is covered by a basic £25 insurance; if you require extra insurance cover, you must let us know during the booking of your collection/delivery. For an extra fee we can cover your item up to a maximum of £1000.
9. Data Protection
Pro Technologies Limited (“Pro Technologies”) is committed to protecting your privacy and ensuring you have a positive experience on our website and in using our products and services (collectively, “Products”). This Privacy Policy covers the Pro Technologies website pro-technologies.co.uk and is applicable worldwide.
10. Sales
Most of the products that we sell come with a 12 Month Guarantee (unless otherwise specified).
The guarantee excludes issues with: battery, charger, charging port, minor cosmetic damage, any physical damage and any OS issues like crashing, freezing, app issues etc.
Please note that any product availability in different colours is entirely dependent on availability of stock.
11. Business IT Support Services
This section applies to our business IT support services (managed IT support, remote user support, server support and related subscriptions). Where this section conflicts with other sections of these terms, this section prevails for those services.
11.1. Scope. The services included in a support agreement, the number of users and servers covered, and the monthly fee are set out in the customer's order. Day-to-day remote support for covered users and systems is included on a fair use basis. Projects, migrations, new site builds, hardware, software licences and work outside our support hours are not included and will be quoted separately before any work starts.
11.2. Fees and minimum charge. Support is charged per user, per month, at the rate stated in the order. The minimum charge is £300 per month regardless of the number of users. Fees are payable monthly in advance unless otherwise agreed in writing.
11.3. Minimum term. Managed support agreements run for a minimum term of 12 months from the start date, reflecting the initial work of documenting the customer's systems and putting monitoring in place. After the minimum term the agreement continues on a rolling monthly basis until cancelled with one month's written notice by either party. Pay-as-you-go and project work do not carry a minimum term.
11.4. Support hours and response. Support hours are Monday to Friday 9am to 6pm and Saturday 10am to 5pm, excluding English public holidays. We aim to respond to every request the same working day. We do not provide a guaranteed response or resolution time unless expressly agreed in writing. Work outside these hours is not included in the monthly fee. It may be arranged in advance and is charged at double our standard rate for the work concerned.
11.5. Customer responsibilities. The customer will provide access to the systems covered, keep software licensing lawful, and nominate a contact authorised to approve work. We may suspend support where access is withheld or where fees remain unpaid 14 days after the due date, having given written notice.
11.6. Changes in headcount. The customer may add users at any time; the fee changes from the next billing period. Reductions in users take effect from the next billing period but not below the minimum charge.
11.7. Termination and handover. On termination for any reason we will hand over documentation, credentials and administrative access held by us relating to the customer's systems, and will provide reasonable cooperation with an incoming provider. We do not withhold access to a customer's own systems or data.
11.8. On-site visits. Our services are delivered remotely by default. Where a visit is required, the charge depends on the location of the site and includes travel; no separate mileage or travel-time charge is made. The charge is £180 for the first two hours at sites in the Havering, Romford and east London postcode areas (RM, IG and E), and £230 for the first two hours elsewhere within the M25. Additional time on site is charged at £100 per hour. Sites beyond the M25 are quoted before travel. Where a support agreement includes an allowance of visits, a visit outside the RM, IG and E postcode areas counts as two visits against that allowance. Visits outside our support hours are subject to clause 11.4.
12. Disclaimer
Pro Technologies accepts no liability in respect of any problem(s) it may not be able to remedy due to any matter beyond its control. This includes, but is not limited to the age, specification or condition of the customer’s item (e.g. liquid damage, accidental impact damage, etc.).
Under no circumstances shall Pro Technologies be liable, either in contract, tort or otherwise, to the customer, its employees, agents, or any third party, for any injury or damages, including without limitation, any direct, indirect, special or consequential damages, expenses, costs, profits, lost savings or earnings, interruption to business activity, lost or corrupted data, or other liability arising out of, or related to the services provided by Pro Technologies, or out of the installation, de-installation, use of, or inability to use the customer’s computer equipment, hardware, software or peripherals. The customer will, upon demand, indemnify Pro Technologies in respect of any loss, damage or injury arising from the provision of the services. For the avoidance of doubt Pro Technologies has no liability for customer data lost, or damage incurred in any circumstances whatsoever.
The customer must fully test and check their appliance (not just the repairs carried out) when they receive it back from us to confirm that all work has been carried out in accordance with the agreement with Pro Technologies, including any data. Any problems must be reported within 14 days of the customer receiving the product from Pro Technologies. Pro Technologies is in no way responsible for loss or damage to the product, missing parts or any faults reported after this period, except for work or parts that are covered by the warranty.
13. Intellectual Property and Content Protection
All content on this website — text, photographs, video, graphics, logos, page layouts and product descriptions — is the property of Pro Technologies Limited or is used under licence. It may not be copied, reproduced, scraped, republished or used for training automated systems, in whole or in part, without our prior written consent. Short quotations with a link to the source are welcome.
If content is used without permission, we will request its removal, invoice our standard licence fee for the period of use and, where necessary, pursue the matter under the Copyright, Designs and Patents Act 1988.
14. Hosted Services: Late Payment and Suspension
Recurring hosted services (including Managed VPS servers and websites we host) are billed in advance. If an invoice remains unpaid 7 days after its due date, we may suspend the service until payment is received. Your data is retained for 30 days after suspension and is returned on request. For business customers we may charge statutory interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.