1. General
These terms and conditions, apply to all estimates, quotations, repairs and servicing of any goods (“Goods”) provided by Smart Service Solutions; (“Smart Service”) to any person requesting the same (“Buyer”).
2. Estimates/Quotations
All estimates/quotations shall lapse after 30 days but may be withdrawn by notice at any time.
2.1 Estimates/quotations are subject to the availability of the necessary components at the time of acceptance.
2.2 Smart Service reserves the right to submit a revised estimate/quotation if the need for additional work becomes apparent after work has commenced; and/or if the cost of any parts change. In such situations, work will be suspended pending the receipt of further instructions from the Buyer and acceptance of these by Smart Service.
3. Inspection Fee/Deposit/Times
Smart Service reserves the right to charge an inspection fee prior to commencing any work and/or a reasonable deposit from the Buyer towards the cost of any repair or service.
3.1 The Repair/service time is subject to spares and availability.
4. Collection from the Buyer
If Smart Service agrees to arrange for Goods to be collected from the Buyer, Smart Service shall not be responsible for loss or damage to the Goods due to insufficient or improper packaging or for any other consequential loss or damage, howsoever arising. Smart Service shall notify the Buyer of any charges to be made before collection of Goods. Making the Goods available for collection shall be deemed acceptance of such collection charges by the Buyer.
5. Collection after service, repair or replacement
Unless otherwise agreed in writing by Smart Service, serviced, repaired or replacement Goods shall be held at the premises of Smart Service, for collection by the Buyer until full payment has been received. Goods shall be signed for on receipt by or on the behalf of the Buyer.
6. Risk
The risk of loss or damage to Goods shall pass to Smart Service upon delivery to Smart Service’s premises and then from Smart Service to the Buyer upon delivery of Goods after service, repair or replacement at the address specified by the Buyer or into custody on his/hers behalf (whichever is sooner).
6.1 Smart Service shall not be liable for the unavoidable loss or damage to video tapes, audio tapes, Optical Discs, records or other Data/Media that may accompany Goods.
6.2 Damaged goods, any suspected transport/cosmetic damage to delivered goods should be notified within a reasonable period of time.
7. Payment
Unless otherwise agreed in writing, payment is due and must be paid on or before collection of the serviced, repaired or replacement Goods by the Buyer. Any costs incurred to recover payment will be passed to the Buyer.
8. Uncollected Goods
When Goods are ready for collection after repair/service or when an estimate has been prepared Smart Service shall write to the Buyer at the address specified by the Buyer (“the Initial Letter”). If the Buyer does not contact Smart Service, Smart Service shall write to the Buyer at least one month after the date of the Initial Letter.
If the Goods have not been collected, or if instructions to deliver the Goods or to commence work have not been given by the Buyer and accepted by Smart Service within three months of the date of the Initial Letter title to the Goods shall pass to Smart Service who shall then be free to dispose of the Goods and the Buyer shall not be entitled to payment of any compensation.
9. Warranty
Smart Service warrants that any repair made hereunder shall be free of defect in material and workmanship for ninety days after delivery or collection of Goods to the Buyer.
9.1 Smart Service warrants that no Goods serviced hereunder shall develop any defect which should have been revealed by the service for ninety days after delivery to or collection of the Goods by the Buyer.
9.2 Smart Service will only warrant the repair undertaken and not the complete Goods.
10. Manufactures Guarantee
Smart Service shall accept repairs under manufacturer’s guarantees if all requirements are met as per the manufactures requirements. Smart Service shall apply a Charge for a contribution towards the call out, as the manufacturers guarantee does not cover this.
10.1 If upon inspection Smart Service finds that the Goods do not have a manufacturing defect the Buyer will be informed and a charge will be made for the inspection, and any subsequent repair.
11. Privacy policy
Smart Service will use all reasonable efforts to protect your personal data and to keep it secure and protected from unauthorised access, use, alteration or unlawful destruction. You may contact us at hello@smartservice.solutions if you would like to view amend or update the personal data that we have collected from you and store on our servers or if you would like us to delete your personal data. Smart Service will not hold your personal data for any longer than is reasonably necessary. Smart Service reserves the right to charge you a small administrative fee (not exceeding £10) in relation to requests to provide a copy of all personal date we hold about you.
Smart Service is collecting your personal details (including your name address contact number and or email address) principally in order to process your order for services. By providing your personal details to Smart Service, you agree that Smart Service may pass your details to its relevant associates or business partners (including the manufacturer (or its agents) of your product which is to be repaired by Smart Service, principally in connection with any cost of repair warranty claim). Please be aware that your personal data may therefore be shared with or made available to entities outside of the European Union. Where Smart Service transfers personal data outside of the European Union, it will only do so in accordance with European data privacy laws. You also agree that Smart Service may contact you occasionally with details of services or special offers that may be of interest to you.
12. Complaints Procedure
If you wish to make a complaint you can contact our complaints team in any of the ways listed below:
Via Email: complaints@smartservice.solutions
In writing:
Complaints Department
Smart Service Solutions
16-20 Benfield Way
Braintree
Essex
CM7 3YS
By telephone: 01376 322567
Your complaint will be fully investigated and a response issued within 21 working days.
Response times
We will acknowledge receipt of your complaint within 2 working days.
We will issue a full response within 21 working days.
If there is a delay in responding we will keep you informed of our progress.
Which?
We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied.
To ensure we are able to put things right as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.
As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.
In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible.
Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact us on 01174 566 031 or via their website http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/
12.1 Comments
We are happy to receive any other comments on our service to customers.
Please contact us in any of the ways mentioned above or alternatively you can email us from the contact us section of our website at www.smartservice.solutions