The terms and conditions set forth below (the "Agreement") constitute a binding agreement between you (the "Subscriber" or "you") and WiseGuys Protection Ltd. To receive the Services, you must agree to these terms and conditions.
- "Courtesy Device" means a Device provided whilst your Device is being repaired.
- "Device" means, but is not limited to, your Laptop, PC, Mac, Mobile Phone or Tablet.
- "Knowledge Base" means an area of the website located in the Members Section with Guides and Tutorials.
- "One off repair" means a One-Time Repair where ongoing Support is not provided.
- "Services" means the Technical Support Services provided by WiseGuys. (As set out in section B)
- "Support Plan" means Telephone and Remote Support (where possible) including Unlimited Data Back-Up. Including access to the Knowledge Base.
- "Support Plus" means all Services defined under Support Plan, including Hardware Repairs and Replacements (parts not included) and a Courtesy Device.
- "WiseGuys", "Us" or "We" means WiseGuys Protection Ltd.
- "You" or "Your" means the subscriber.
2. Period of Membership
You can find your membership period under the "Payment frequency" section of your membership certificate.
For Monthly Plans: One calendar month from the Start Date shown on Your membership certificate and thereafter for each consecutive corresponding monthly period for a total period of 12 months.
For Quarterly Plans: One quarter from the Start Date shown on Your membership certificate and thereafter for each consecutive corresponding quarterly period for a total period of 12 months.
For Annual Plans: 12 month period from the Start Date shown on Your membership certificate.
Are provided only over the phone and internet. A Broadband Internet connection must be in place in order for WiseGuys to deliver remote support services. The subscriber is solely responsible for providing a broadband Internet connection and access to its computers. Any interruption or disconnection to the Internet may limit Subscriber's ability to receive the Services. Subscriber authorises WiseGuys to accept, download, install, and use Software and third party software on its behalf.
These include but are not limited to:
Computer & Tech Support:
Connect Peripherals Connect assorted peripherals including printers, scanners, phones and cameras to computer. Upgrade existing computer Upgrade an existing computer and all essential components are up to date with the latest updates. Home Wireless Network Set up, Configure and troubleshoot a home wireless network configuring routers and testing of peripherals that are part of the network.
Computer & Internet Security:
WiseGuys will help you secure your home computer and network against external threats. We will help you set up a security firewall and tweak your browser and email software to improve security.
Virus & Spyware Removal:
Identify and Remove Virus and Spyware by Security Experts. Providing full scans, recommending safety measures during on line use, recommending and installing appropriate antivirus and spyware tools. User must have a licensed and valid virus guard installed.
Browser & E-mail Support:
Browser and Email Expertise and Support for all leading browsers and email tools, such as Explorer, Firefox, Chrome, Outlook, Gmail and Thunderbird.
Computer Performance & Optimisation:
Computer Performance and Optimization ensuring that your computer performs up to its full capability including disk and system clean-up with regular maintenance.
Help Install, upgrade, and troubleshoot Microsoft applications such as Windows XP, Vista, Windows 7, Windows 8, Windows 10, Microsoft Office, etc.
Support Plus Services
Are provided by the using WiseGuys collection and delivery service. This includes but is not limited to, Hardware repairs, Hardware replacements and/or upgrades (parts not included) Screen replacements.
To provide the Services, WiseGuys must access a computer receiving the Services over the Internet. All instructions and steps taken in providing the Services shall be left to the WiseGuys representative's sole discretion. Prior to receiving the Services, Subscriber must have administrator rights to the computer, it is also recommended that you have a back-up of all data on the computer.
5. Fair Usage Policy
All Subscribers' use of the Support and Support Plus services are subject to WiseGuys "fair usage" policy. Under this policy, if at any time, in WiseGuys sole discretion, a subscriber is found to be abusing the service by exceeding the level of use reasonably expected from a Subscription based Plan, then WiseGuys reserves the right to suspend or terminate Subscriber's Subscription Services. In addition, WiseGuys reserves the right to suspend or terminate any Subscriber that WiseGuys, in its sole discretion, determines are being used (a) fraudulently, (b) by any person other than Subscriber, or (c) for devices not belonging to the subscriber. User may terminate the Service at any time by giving written notice or calling Us, please see cancellations and refunds policy for full details.
6. Limitations of Liability
WiseGuys does not cover the cost of parts under hardware repairs. WiseGuys does not guarantee against the loss of any file, information, or data. Subscriber is solely responsible for backing up and safely storing its data, information, and files. WiseGuys does not guarantee that it will recover lost or corrupted data, lost or deleted work, or lost or damaged personal files.
7. Force Majeure
WiseGuys is not responsible for any cessation, interruption or delay in the operation of the Services or the performance of its obligations hereunder due to earthquake, flood, fire, storm, natural disaster, act of God, lockout, boycott, riot, explosion, accident, or any other causes whether or not of the same class or kind as those specifically above named, which are not within the reasonable control of a party. WiseGuys is not liable for any failure or delay caused by problems with Internet connections.
8. Using Your WiseGuys Membership
If You experience any issues with your PC during the Period of your membership, You should call Our helpline on the number below. We will diagnose your problem over the phone and try to resolve any issues using remote access connection.
Our helpline can be contacted on 0808 123 2820
9. Cancelling Your Membership
You may cancel this Membership at any time by calling Us on 0808 123 2820.
If You cancel Your Membership within 14 calendar days of receiving it You will receive a full refund of any payments You have paid to Us. If however You have used our service during this period We reserve the right to deduct the cost of that from the refund which is due to You and We will tell You if We are making this deduction.
If You cancel Your membership after 14 calendar days of receiving it cancellation will be effective immediately.
For Monthly Memberships: You will not be charged any more Monthly amounts and You will not receive a refund.
For Quarterly Memberships: You will not be charged any more Quarterly amounts and You will not receive a refund.
For Annual Memberships: You will be entitled to a pro-rata return of membership payments for the number of complete unexpired days remaining of Your membership less an administration fee of £15.
This Plan will automatically terminate if You fail to pay the membership fee due to Us.
11. General Information
The Services are provided only via phone, Internet chat and remote desktop sharing. Services are provided upon you contacting Us. Subscriber authorises WiseGuys to configure its computers and delete the files that we deem unnecessary to a computer's operation. Subscriber gives WiseGuys express permission to alter the registry of any computer receiving the Services as needed to provide the Services. The Services may require additional software. Subscriber gives WiseGuys express permission to install, configure, and use such software on Subscriber's computers.
12. Complaints Procedure
If You are dissatisfied with the service You are provided with by Us please contact Us using the contact details below quoting Your Membership number.
WiseGuys, Unit D, 4 Terrace Road, Bournemouth, BH2 5NP
Telephone: 0808 123 2820
We will acknowledge the complaint within 5 business days of receiving it and will aim to resolve all complaints within 2 weeks.
13. Alteration and Assignment
You are not permitted to assign to another person(s) or change in any way the rights under this Plan without the written consent from Us.
14. Governing Law
This Plan, and any dispute concerning its interpretation, is governed by the laws of England and Wales and the jurisdiction of the English Courts will apply. We will communicate in English.