myFNG (UK) LLP Services Policy
Who we are
In this Services Policy references to "we", “our” and "us" all refer to myFNG (UK) LLP, partnership number OC334470, registered office 31 Percy Road, London, W12 9PX
Our Services
The following services are available from myFNG (UK) LLP
i) Remote Support - home and business
ii) Home Support - home and business
iii) Online Backup
Our Home Support Service is currently only available to customers in selected post-codes by pre-booked appointment. However, we may agree to provide our Home Support service to customers in post-codes outside our standard service area. If we agree to do this you will be required to pay an additional fee, which we will tell you when you make your appointment.
Cancellation Policy
Cancellation or re-scheduling of any appointment must be advised to myFNG by phone no less than 2 (two) hours before the appointment on the day of the appointment. myFNG reserves the right to invoice any customer where cancellation or re-scheduling occurs less than two hours prior to any appointment.
For details of our charges for cancellations, re-scheduled or missed appointments
please see www.myfng.com or call us on 020 8811 1414.
"No Fix No Fee" Policy
myFNG works on a ‘no fix no fee’ policy’. We will not charge you if we are unable to fix the problem for which we are originally booked provided you have fully complied with our terms and conditions and have allowed us to carry out any maintenance work suggested to you at the time of the appointment.
If the engineer can offer a solution but the customer chooses not to proceed then the customer will be charged for the time spent on site to that point.
i) Remote online support
If a problem we have fixed reoccurs within 5 days we will endeavour to fix the problem at no extra charge. If we cannot fix the problem, we will then return your money at the full price for the service provided.
ii) Home Support
If a problem we have fixed reoccurs within 30 days of the initial home visit we will endeavour to fix the problem at no extra charge. If we cannot fix the problem, we will then return your money at the full price for the service provided.
Payment Policy
For the most up to date prices please call us on 020 8811 1414
i) Remote online Support.
a) Calls to this service are charged per half hour, the first five minutes will be free and after that charged at the half hourly rate. See full price list here.
b) We will ask you to make a payment through PayPal before we provide our
service to you. You agree to pay us the applicable fee by the end of the call and we will take the relevant fee from you using the details you have provided.
ii) Home Support.
a) For a myFNG to visit your home or business and supply this service we charge an hourly rate for the first hour and half hourly thereafter
b) You agree to pay us the applicable fee upon completion of the appointment by cheque or cash or posting us a cheque within 30 days of the appointment date
c)You also agree to pay us for any goods that we provide to you and any charge for a cancellation, re-scheduled or missed appointment that you may be obliged to pay us in accordance with these terms of service.
Appointments and Rates
myFNG office opening hours are Monday to Friday 9.30 – 18.00. However, home appointments can be made outside of these times but may carry an extra charge.
Pay-as-you-go: |
|
Home visits |
£75 per hour inc. VAT |
| Callout |
£37.50 inc VAT (waived for W4, W12 and W6 addresses)
May be more for calls more than five miles from our main office |
| Home phone, email & online support |
£18.75 inc VAT per 15 minutes (or part thereof) (waived if under five minutes) |
| Business visits |
£75 per hour excluding VAT |
| Callout |
£37.50 ex VAT (waived for W4, W12 and W6 addresses)
May be more for calls more than five miles from our main office |
| Business phone, email & online support |
£18.75 ex VAT per 15 minutes (or part thereof) (waived if under five minutes) |
| |
|
Subscriptions: |
|
| Bronze |
£20 per month gives you basic online backup, an annual service and security audit |
| Silver |
£60 per month gives you all of the above, more online storage plus free phone, email and online support |
| Gold |
£150 per month gives you all of the above plus unlimited support |
Purchase of Goods Policy
myFNG may make recommendations to the Customer or the Customer may request that a product be provided by myFNG in order for a service to be carried out.
We will use reasonable endeavours to repair or replace any goods you buy from us if they are faulty or damaged or if they become faulty within 28 days of purchase, however, we will not repair or replace them if you are responsible for the fault without further payment. You must return any damaged or faulty goods to us (including all cables and software that may have been supplied with the goods) in the original packaging by sending them by special delivery to:
myFNG (UK) LLP, 31 Percy Road, London, W12 9PX
For the avoidance of doubt, myFNG has no liability as to the suitability for the performance of the services, of any product manufactured, sold or supplied by any third party, whether or not that product has been recommended to the Customer by myFNG. Any hardware, software or equipment provided to the Customer shall remain the property of myFNG until full payment is received.
myFNG Responsibility policy
myFNG (UK) LLP will not be responsible for the following:
a) any loss calculated by reference to profits, income, or business (or loss of such profits,
income, or business activity);
b) any loss or corruption of data, including but not limited to any data stored by us via our Online Backup service;
c) any losses you may suffer arising from your use of (or failure to use) any anti-virus software.
d) any inherent failures in or caused by the supported applications and operating
systems or third party products supplied by you
e) the repair or replacement of any equipment that is faulty (as reasonably
diagnosed by us during the provision of our service to you);
f) any failure by you to follow our reasonable advice, recommendations or
instructions;
g) If either we, including without limitation any of our technicians, agents, contractors
or third party service providers are impaired or stopped from providing the service by you for any reason whatsoever or are otherwise unable to provide a service to you as a result of any event that is outside our reasonable control;
i) for any damage to your hardware or equipment
j) for any goods, services, information, software or other materials that you use or obtain when using your personal computer whether offline or online for accessing the internet (including e-mail).
k) any problem(s) we may not remedy due to any matter beyond our control including but not limited to the age, specification or condition of the Customer's hardware or software, Customer's failure to provide appropriate software discs, drivers or product serial numbers or any fault with the Customer's Internet Service Provider.
Our aggregate liability, whether in contract or for negligence or breach of statutory duty or otherwise, to you for any loss or damage of whatsoever nature and howsoever caused shall be limited to and in no circumstances shall exceed £5,000 for any one incident or series of related incidents.
We will use reasonable endeavours to keep any appointment you make with us for our Home Support Service, but we cannot guarantee that the geek will arrive on time in each case. If a geek is delayed, he or she will try to contact you a reasonable time in advance to let you know of any expected delay. From time to time, factors outside our control may also require that we re-schedule an appointment. If we have to do this, we will try to re-schedule another appointment as soon as reasonably possible. We will not be responsible to you for any delay in keeping appointments or if we have to re-schedule an appointment due to circumstances beyond our reasonable control.
Sometimes we are unable to do what we have agreed due to something beyond our reasonable control. If this happens we do not accept responsibility for what has occurred.
Your Responsibilities
If you take either of our services, we will provide the service to you subject to the following conditions:
a) You must have valid software licences for your operating system and all applications on your computer(s).
b) You must supply details of the relevant licence keys if we ask you for them.
c) You must make sure an adult is present. For any on-site services that we supply, a person of at least 18 years of age must be present the entire time that our technician is providing the services. If no adult is present, service may be denied and a cancellation fee may be charged.
d) You agree to follow our reasonable instructions, including any security instructions. This may include installing any equipment of software that we advise and following any other reasonable instructions that we may give you about the service we provide.
d) You must give us access as follows.
i) Remote Support – we will ask you for consent to access your computer using our remote access facility before or during the provision of this service.
You will only be asked to allow remote access before each session. You must agree to this access to enable us to provide the service. If you do not, we may not be able to provide the service to you.
ii) Home Support - You must provide the myFNG technician with full access to the computer(s) and / or peripheral(s) to be serviced and such access as is necessary to your residence. You agree to give your consent for us to do this and also agree to co-operate fully and provide us with a safe working environment, working space and electrical power. If we arrive at your premises and reasonably determines that you are unwilling or unable to provide the access, co-operation or safe working environment as described above, then service may be denied.
Disputes & complaints policy
In the event of any dissatisfaction with the service provided by myFNG, the Customer should immediately contact myFNG on 020 8811 1414. We will make an appointment for a return visit and will endeavour to rectify the problem. If the cause of the dissatisfaction was due to a matter beyond the control of myFNG, the Customer shall pay for the additional time incurred at myFNG normal rates. If the problem arose directly as a result of myFNG previous attendance no further charge shall be made.
If you have a complaint or query regarding any aspect of myFNG Services, please
call us on 020 8811 1414 or write to us at myFNG (UK) LLP, 31 Percy Road, London, W12 9PX
Please include your both your name, address, phone in any correspondence. |
