1. Introduction
These Terms & Conditions govern the provision of IT repair, maintenance, and consulting services provided by PolarIT ("we", "us", "our") to you (the "Customer"). By booking a repair, handing over a device, or utilizing our services, you agree to these terms in full.
2. Data Backup & Liability Waiver (Important)
2.1 Customer Responsibility: It is the absolute responsibility of the Customer to ensure that all data, files, photos, software, and information are backed up prior to handing over the device for repair.
2.2 No Liability for Data Loss: While we take extreme care when handling your hardware, the process of diagnosing and repairing computers (especially failing hard drives or virus infections) carries inherent risks. PolarIT shall not be held liable under any circumstances for the loss, corruption, or alteration of data, software, or files. We do not offer compensation for lost data.
3. "No Fix, No Fee" & Diagnostics
3.1 Policy Application: Our "No Fix, No Fee" policy applies if we are unable to diagnose or repair your device.
3.2 Exclusions: This policy does NOT apply if:
- We diagnose the fault and quote for the repair, but you (the Customer) decline to proceed. In this instance, a standard £45 diagnostic fee and travel fee applies.
- The issue is related to third-party software bugs or forgotten passwords/accounts (e.g., forgotten Apple ID or BitLocker keys) which restrict us from completing the repair.
4. Warranties & Parts
4.1 Hardware Warranty: All new hardware parts supplied and fitted by PolarIT come with a standard 90-day warranty against manufacturer defects, unless otherwise specified. This does not cover accidental damage, liquid damage, or user misuse after the repair is completed.
4.2 Software Warranty: Software repairs, including virus removals and operating system installations, do not carry a warranty. We cannot guarantee that a user will not re-infect their machine by downloading malicious software post-repair.
5. Abandoned Devices
If a repaired or un-repaired device is not collected (or collection is not arranged) within 60 days of our notice that it is ready, the device will be considered legally abandoned. PolarIT reserves the right to securely wipe all data and sell or responsibly recycle the device to recover diagnostic time, labor, and part costs.
6. Privacy Policy & GDPR
PolarIT is registered with the Information Commissioner's Office (ICO) as a Data Controller and complies strictly with the Data Protection Act 2018 (UK GDPR).
6.1 Data Collection: We collect only the personal information necessary to provide our services, which includes your name, address, phone number, email, and device passwords required for access during repair.
6.2 Device Access: Passwords provided to us are stored securely and used solely for testing the functionality of your device. We will never access personal files (photos, documents) unless explicitly required for the purpose of the repair (e.g., Data Recovery services) and only with your prior consent.
6.3 Data Retention: Customer contact details and invoices are held for accounting purposes for a minimum of 6 years as required by HMRC. Any device passwords or diagnostic logs are securely destroyed immediately after the device is returned to you.