SERVICE INFORMATION

General Terms & Conditions

Our agreement

By ordering services from Team 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

Twelve Month Warranty

All the Team Knowhow services carry a twelve 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 Team Knowhow experts 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 our Team Knowhow experts 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:

  • 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 Team Knowhow experts upon visiting) our Team Knowhow experts 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

DSG Retail Limited (registered in England and Wales, number 504877) trading as Team Knowhow. Registered address: 1 Portal Way, London, W3 6RS

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

If you have any problems contact us however if you prefer to write we can be contacted at:

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

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Connect it

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 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

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

Integrated Appliance Installation

What isn't covered by our Integrated 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 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

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 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 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

Smart Home Set Up

What isn't covered by our Smart Home 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

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

Data Transfer

What isn't covered by our Data Transfer service:

  • If you would like us to transfer your files to an external hard drive this must be purchased separately

Mobile & Tablet Set Up

What isn't included with our Tablet Set Up 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

In-store Tutorial

- The duration of the In-Store Tutorial is approximately 30 minutes, but does not include the time it takes to set up your device
  • Windows / Apple / Chromebook In-Store Tutorial is only available with a new computer bought in store
  • You will need to buy any Internet Security or Office software you want us to install
  • Paid for software and apps are not included in this service, but we can help with installing them
  • Memory cards are purchased separately unless supplied with your device
  • 3G mobile broadband subscriptions must be purchased separately
  • Apple iCloud subscription must be purchased separately

Fix it

Tech Support

What isn't covered by our Tech Support 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

Laptop and Desktop 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 Currys store 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 are not responsible for your data or applications. Please ensure you have backed up your data before handing over your product for repair/upgrade.
  • We will make reasonable efforts to repair your product, subject to the availability of any parts required.
  • You will pay an “up-front” service charge that covers carriage and diagnostic services, as well as all Labour costs. This service charge is non-refundable unless we can’t repair your product.
  • We will contact you by phone to agree the cost of parts for your repair with you. This is in addition to the up-front payment.
  • Our repair work is guaranteed for 12 months from the date the product is returned to you for the fault we repair if the part goes faulty.
  • Full terms and conditions can be found here

Data Recovery

We want to explain the terms and conditions of our Data Recovery service so there are no surprises when you visit us in store:

  • You will need to provide a suitable storage device to recover your data on to or purchase one separately
  • The backup device must be separate to the recovery device
  • Full terms & conditions available in store

Virus Removal

We want to explain the terms and conditions of our Virus Removal service so there are no surprises when you visit us in store:

  • Anti-Virus/Internet Security software must be purchased separately if you want us to install it
  • We are not responsible for your data or applications
  • Please ensure you have backed up all your data before handing over your product for a virus removal service

TV Repairs

We want you to know about the terms and conditions of our TV Repairs 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 12 months from the date the product is returned to you
  • Full terms and conditions can be found here

Laundry, Fridge Freezer & Cooker Repairs

We want to explain the terms and conditions of our Laundry Repairs 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 12 months from the date of repair
  • Full terms and conditions can be found here: Fixed Price Repair & Repair & Protect

Support it

Cloud Storage

  • Card details will be required on registration, but no payment will be taken at this point. Your account will auto-renew at the end of your chosen subscription period (unless you notify us that you wish to cancel no less than 1 week prior to or no greater than 14 days after your subscription end date by completing the cancellation form at https://www.tkhcloudstorage.com) and your card provided will be charged. Please see https://www.tkhcloudstorage.com for our complaints handling policy in relation to cloud services.
  • Internet connection required to back up and access on a computer, smartphone, or tablet. Data charges may apply.
  • Streaming of DRM-protected media (i.e. iTunes video etc) is not supported.
  • This service is provided on behalf of DSG Retail Ltd by Livedrive Internet Limited, The Battleship Building Ground & 1st Floor Mezzanine, 179 Harrow Road, London, W2 6NB, who is a third party service provider. Livedrive’s terms of use apply.

Improve it

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

Hardware Install

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

  • 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

Laptop Trade-in

  1. Actual trade in value will vary dependant on device.
  2. Offer only available in store.
  3. If you trade in your old item ("Device") you will be eligible to receive trade in value in the form of a Currys PC World electronic gift card “eGift Card.
  4. You will be deemed to have accepted these terms and conditions ("Conditions") when you provide us with the Product. If you have any questions relating to these Conditions please ask in store before completing the trade in process.
  5. You confirm you are either the owner of the Device or you have obtained express permission from the rightful owner to trade it in.
  6. Devices must not be older than 7 years.
  7. Devices must meet the stated criteria for working or non-working devices, and if any of the criteria is not met, trade in may be refused.
  8. The Product must not be stolen or listed with us or a third party as stolen. For some items (e.g. mobile phones) we will check the Product with CheckMEND, from the suppliers of IMMOBILISE as used by UK Police forces to trace stolen and missing property. If the Product fails any due diligence check we may notify the relevant police authority and we may pass the Product and your details to them and the eGift Card value may be cancelled or recovered.
  9. If the Device contains any additional accessories (eg. memory cards or additional console controllers), you must remove these prior to trade in. We will not be liable for any consequence of you not removing the accessories, including any payments associated with the Product.
  10. . If there is data stored on the Device you wish to retain, it must be saved elsewhere and you must remove any memory card and/or all data that has been put onto the Device prior to trade in. We will not be liable for any damage, loss or erasure of any such data or for any consequence of you not removing your data or memory card, including use or disclosure of such data.
  11. . The eGift Card may be used as part or full payment in a Currys or PC World store. There may be restrictions on the items against which the eGift Card may be redeemed, where this is the case you will be informed in advance and the eGift Card will specify the restriction. Any balance remaining on the eGift Card expires after 2 years.
  12. . The eGift Card cannot be exchanged for cash.
  13. . Once you have traded in the Device, it becomes our property and it will not be possible to retrieve it under any circumstances.
  14. . These Conditions are governed by English Law.
  15. . We reserve the right to amend the terms and conditions or discontinue the card at any time. This does not affect your statutory rights.
  16. . DSG Retail Limited, 1 Portal Way, London W3 6RS, registered in England, No.504877.