Warranty & Service Policy

1. Application of this warranty and service policy

1.1 Who does this policy apply to?

This warranty and service policy applies to private and business customers of Computer Repair Twente.

1.2 Which work does this policy cover?

This policy may apply to, inter alia:

• laptop repairs;
• computer repairs;
• hardware upgrades;
• screen replacement;
• battery replacement;
• SSD- or memory upgrade;
• internal cleaning;
• maintenance and thermal paste replacement;
• software installation;
• Windows installation or reinstallation;
• virus and malware removal;
• data transfer;
• data recovery;
• back-up advice;
• remote support;
• on-site service;
• Business IT support.

1.3 Supplement to the general terms and conditions

This warranty and service policy supplements the general terms and conditions of Computer Repair Twente. In the event of a conflict between this policy and a specific written agreement, the specific written agreement takes precedence.

1.4 Statutory rights remain unaffected

Legal rights remain valid for consumers. This policy is not intended to restrict or exclude legal rights in so far as this is not permitted. Legal guarantee means that a product must comply with what the consumer can reasonably expect.

2. Warranty on hardware repairs

2.1 Standard warranty on work carried out

Computer Repair Twente normally provides a 6-month warranty on the hardware repair carried out, unless otherwise agreed in writing. If the same problem returns and is demonstrably related to the repair we carried out, we will investigate it and carry out any necessary remedial work.

2.2 Warranty applies to the repair performed

The warranty only applies to the part of the repair carried out by Computer Repair Twente.

Example:

• If a laptop screen is replaced, then the warranty applies to the screen repair and the placed screen.
• If a SSD is placed, then the warranty applies to the placement and the delivered SSD.
• If a fan is replaced, the guarantee applies to the fan placed and the fitting.

The warranty does not automatically apply to other parts of the device that have not been repaired or replaced.

2.3 Existing defects are not covered by warranty

Devices may have multiple defects. A repair to one component does not mean that other existing or future defects are covered by warranty.

Examples of existing or other defects:

• motherboard problems;
• battery degradation;
• charging port problems;
• overheating due to old age;
• faulty peripherals;
• damaged housing;
• bad cables or chargers;
• Hidden moisture or fall damage;
• software problems besides hardware problems.

2.4 Investigation of recurring problems

When a customer indicates that a problem has returned, Computer Repair Twente first investigates whether the complaint is related to the previous repair. If the complaint turns out to be covered by warranty, we are looking for an appropriate solution. If the complaint appears to have a different cause, diagnostic fees, labour costs and any components may be charged.

3. Warranty on parts

3.1 Warranty via manufacturer or supplier

In principle, the manufacturer, supplier or importer's warranty applies to supplied parts.

3.2 Handling via Computer Repair Twente

If Computer Repair Twente supplied and installed the part, Computer Repair Twente can assist with the warranty claim to the supplier, unless otherwise agreed.

3.3 Exceptions

Warranty on parts may lapse or be refused in cases including:

• physical damage;
• Fall, pressure or impact damage;
• moisture or water damage;
• fire damage;
• short circuit due to improper use;
• use of defective chargers or cables;
• opening or adjusting the component;
• third party repair attempts;
• damage caused by misuse or transport.

3.4 Refurbished, used or compatible parts

If refurbished, used or compatible parts are used, the warranty period or warranty handling may vary. This is discussed in advance or mentioned on the quotation/invoice where possible.

4. Parts supplied by the customer

4.1 At your own risk

When a customer supplies a part himself, this is done at the customer's own risk.

4.2 No warranty on customer parts

Computer Repair Twente provides no warranty on parts supplied by the customer, unless otherwise agreed in writing.

4.3 Parts are still fitted with due care

We carry out the assembly carefully, but cannot guarantee the quality, compatibility, life, origin or operation of a part supplied by the customer.

4.4 Parts that do not fit or are faulty

If a supplied part does not fit, turns out to be defective, causes damage or does not work correctly, the working hours and diagnostic fees can still be charged.

4.5 No liability for consequential damage

Computer Repair Twente is not liable for damage caused by a defective, incorrect, counterfeit, refurbished, damaged or incompatible component provided by the customer.

5. Software, cleaning up and virus removal

5.1 Returned clean and working

For software work, cleaning, Windows installation, driver installation, malware removal or system optimization, we provide the system as clean, stable and functioning as possible within the capabilities of the device.

5.2 No unlimited warranty on software

Software depends on updates, user behaviour, websites, downloads, antivirus software, accounts, drivers, external services and automatic changes by third parties. We therefore do not provide an unlimited warranty against future software problems.

5.3 Viruses and malware can come back

After virus or malware removal, a system may get infected again by for example:

• unsafe downloads;
• Phishing;
• illegal software;
• suspicious e-mail attachments;
• unreliable websites;
• browser extensions;
• cracked programs;
• unsafe USB sticks;
• incorrect use.

New infections after delivery are not covered by warranty.

5.4 Third party updates

Problems arising from Windows updates, driverupdates, BIOS updates, antivirus updates, software updates, account changes or changes by external vendors are not automatically covered by warranty.

5.5 Obsolete devices

For older devices, software repairs may provide a temporary improvement but cannot guarantee the performance of new hardware. Computer Repair Twente is not responsible for limitations due to age, low specifications or incompatibility with modern software.

6. Data, backups and data recovery

6.1 Personal responsibility for data

The customer always remains responsible for data, files, photos, documents, emails, licenses, accounts, passwords and backups.

6.2 Backup in advance

We always advise to make a current backup in advance, if possible, before submitting a device or before carrying out any work.

6.3 No guarantee that data will be preserved

Computer Repair Twente is not liable for loss, damage or corruption of data during diagnosis, repair, installation, maintenance, cleanup, migration or data recovery, except in cases of intent or deliberate recklessness.

6.4 Data recovery is best-effort

Data recovery and data migration are carried out on a best-effort basis. Success cannot be guaranteed.

6.5 Defective storage media

With faulty hard drives, SSDs, USB sticks, memory cards or other storage media, there is always a risk that data will suffer further damage or become unreadable. The customer accepts this risk when commissioning diagnosis or data recovery.

6.6 Privacy and confidentiality

We handle data that we encounter during work carefully and confidentially. We do not view private files unless this is necessary for the assignment or with the consent of the customer.

7. When does the warranty not apply?

Warranty does not apply when the problem or defect is caused by a cause outside the repair performed or outside the influence of Computer Repair Twente.

Guarantee does not apply, inter alia, to:

• new damage after delivery;
• damage from drops, impacts, pressure, bending or transport;
• moisture, water, fire or lightning damage;
• damage caused by misuse or improper use;
• damage caused by pets, children, dust, heat or external conditions;
• damage caused by improper chargers, cables, adapters or accessories;
• faults due to customer peripherals;
• customer's own repair attempts;
• repair or adaptation by third parties;
• opened devices after delivery without permission;
• removed or broken seals, if used;
• illegal software, cracks, keygens or unreliable programs;
• new malware or virus contamination;
• problems due to automatic updates;
• changed passwords, accounts or licenses;
• defects not related to the repair performed;
• normal wear or age;
• battery degradation due to normal use;
• complaints that were already present in advance but could not be identified;
• damage caused by transport after the device has been picked up or shipped.

8. What do we do if something's wrong?

8.1 Report it as soon as possible

If anything appears to be wrong after a repair or service, we ask the customer to report this as soon as possible.

Please indicate preferably:

• name;
• invoice or contract number;
• date of repair;
• clear definition of the problem;
• photos or error messages if possible;
• when the problem occurs;
• what has happened to the device since delivery.

8.2 Initial assessment

We first assess whether the complaint may be related to the work carried out.

8.3 Investigation

If necessary, we will ask you to bring the device back or allow us to inspect it remotely. Without an examination, we usually cannot assess whether the issue is covered by warranty.

8.4 Appropriate solution

When the complaint is covered by warranty, we offer an appropriate solution. This may include:

• recovery;
• adaptation;
• replacement of the relevant component;
• re-execute part of the work;
• another reasonable solution depending on the situation.

8.5 No automatic refund

A warranty does not automatically entitle the customer to a refund. Computer Repair Twente must first be given the opportunity to investigate the complaint and remedy the problem.

8.6 No reimbursement for third-party work without consultation

Costs of repair or investigation by third parties shall not be reimbursed if the customer engages another party without prior consultation, unless otherwise required by law or agreed in writing.

9. Diagnostic fees for warranty claims

9.1 No costs for valid warranty claims

If it turns out that a complaint is rightly covered by a guarantee, no diagnostic fees will be charged for the warranty investigation.

9.2 Costs for invalid warranty claims

If it appears that the complaint is not covered by warranty, for example due to new damage, software changes, misuse or any other defect, diagnostic fees, labour costs and any components may be charged.

9.3 Clarity in advance

Where possible, we indicate in advance whether costs may arise for additional research.

10. On-site service

10.1 On-site work

In case of on-site service, we carry out work at the customer's address or any other agreed location.

10.2 Conditions for carrying out the work properly

The customer shall:

• secure access to the location;
• adequate working space;
• power supply;
• Internet access, if necessary;
• presence of necessary devices;
• correct passwords or access codes;
• permission from owner or administrator if necessary.

10.3 Call-out charges

On-site service may be subject to call-out costs, start-up or minimum service rates. These are mentioned or discussed in advance.

10.4 When work cannot be carried out

When on-site work cannot be carried out due to circumstances on the customer's side, call-out costs, waiting or diagnostic fees can still be charged.

11. Remote support

11.1 Permission

Remote support only takes place with the consent of the customer.

11.2 Customer responsibility

The customer remains responsible for what is visible on the screen and for the closure or blocking of private or confidential information that is not relevant to the assignment.

11.3 Restrictions

Remote support depends on the internet connection, software, access rights, security settings and external systems. Computer Repair Twente cannot guarantee that every problem can be resolved remotely.

11.4 No permanent access

Computer Repair Twente has no permanent access to devices unless expressly agreed in writing.

12. Completion and inspection

12.1 Inspection on completion

Upon completion, we verify, as far as possible, that the work carried out has been carried out correctly.

12.2 Inspection by the customer

The customer is asked to check the device as soon as possible after delivery and to report any problems in good time.

12.3 Subsequent complaints

Complaints reported later may be harder to assess. This may affect the warranty assessment, especially if the device has been used intensively, modified, damaged or opened by third parties after completion.

13. Problems that cannot be reproduced

13.1 Problem not apparent

Some problems occur intermittently or cannot be reproduced immediately. Examples include random crashes, charging problems, network problems, overheating, battery problems or software errors.

13.2 No warranty for an unknown cause

If a problem cannot be identified or reproduced during diagnosis, Computer Repair Twente cannot guarantee a definitive solution.

13.3 Further investigation

If follow-up studies are required, any costs will be discussed in advance where possible.

14. Batteries, chargers and parts subject to wear

14.1 Batteries are subject to wear

Batteries lose capacity through use and over time. Battery runtime depends on charging habits, temperature, intensity of use, age and device settings.

14.2 Warranty for defects, not for expected battery life

The warranty on an installed battery covers defects in the battery, not unlimited runtime or an exact number of hours of battery life.

14.3 Chargers and cables

Damage caused by wrong, damaged or defective chargers, cables or adapters is not covered by warranty.

15. Cleaning, maintenance and thermal paste replacement

15.1 Careful execution

Internal cleaning, maintenance and thermal paste replacement are carried out carefully.

15.2 Existing vulnerability

For older devices, plastic parts, screw points, cables, connectors or enclosures can be vulnerable due to age, heat, previous repairs or wear.

15.3 No guarantee of all temperature outcomes

Cleaning or replacing thermal paste may improve temperatures but does not guarantee that a device will remain cool, quiet or fast under all conditions. The result depends on design, age, cooling, load, ambient temperature and hardware condition.

16. Business customers

16.1 Business agreements

Additional arrangements may apply to business customers, for example through a quotation, SLA, maintenance contract, prepaid service package, support agreement or project agreement.

16.2 Business continuity

Computer Repair Twente is not liable for business interruption, loss of revenue, missed savings, consequential damage or loss of productivity, unless otherwise agreed in writing and to the extent permitted by law.

16.3 Backups and company data

Business customers remain responsible for backups, security, access management, licenses, compliance and business data, unless explicitly agreed in writing.

17. Administration and retention period

Invoice data, job details, warranty information and service history may be retained for as long as necessary for administration, warranty, service, evidence and legal obligations. In the Netherlands, businesses are generally required to retain accounting records for 7 years for tax purposes.

18. Relationship with other legal documents

This warranty and service policy should be read in conjunction with, inter alia:

• general terms and conditions;
• privacy statement;
• disclaimer;
• cookie declaration;
• complaint procedure;
• right of withdrawal;
• service procedure;
• specific quotation or order confirmation.

In case of different written agreements, those specific agreements shall apply.

19. Amendments

Computer Repair Twente may change this warranty and service policy when the service, operation, legislation or business changes. The most up-to-date version is available via the website.

20. Contact

Do you have any questions about warranty, service or a repair performed? Then contact Computer Repair Twente.

• Computer Repair Twente
• Email: contact@computerrepairtwente.nl
• Telephone / WhatsApp: 06-55734000
• Website: www.computerrepairtwente.nl