Terms of Service Agreement

Digital Tech Support - Service Agreement Terms

  1. Digital Tech Support (the Business) operates a service agreement.

  2. The Business is not regulated by the Financial Services Authority

  3. The Business does not operate an insurance scheme, an extended warranty scheme or any like scheme which may fall within the definition of a contract of general insurance and may be designated as such within the meaning of the Financial Services and Markets Act 2000 (Regulated Activities) Order 2001

  4. Service agreements are offered for a period of six or twelve months.

  5. Admission for a service agreement is conditional upon payment of the appropriate fee and an application for a service agreement. 

  6. Upon receipt of an application for initial (first time) agreement and payment of the appropriate fee, a welcome pack will be sent to the customer.

  7. Agreements are deemed to commence after receipt of the application and payment of the fee.

  8. The benefits conferred by the agreement are restricted to the named respondent and are not assignable.

  9. Terms of agreements may be varied from time to time at the discretion of the business and agreements may be withdrawn at the absolute discretion of the Business.

  10. All benefits to which customers may be entitled are conferred at the absolute discretion of the Business and may be declined, withdrawn, or varied within such absolute discretion.

  11. In any event and without prejudice to the above, no benefits to which a customer may be entitled will be conferred in the event that any fees, or charges which are due and payable by the customer remain outstanding.

SERVICE AGREEMENT BENEFITS (at the absolute discretion of the Business)

  1. Breakdown of Digital Satellite System (Equipment)

  2. This service applies to personal satellite equipment owned or rented by a customer and sited at the registered address of the customer, which is not covered by any other repair scheme, insurance or warranty.

  3. The service applies to mechanical or electrical faults and satellite siting issues

  4. Pre agreed discounted call out and repair charges may apply

  5. In certain circumstances and at their sole option, the Business may agree to replace Equipment although the Business cannot guarantee the age make or model of such

 

HELPLINE

  1. The Business will provide a helpline to customers only (such dedicated number to be advised to customers) offering help and assistance to customers during office hours.

  2. It remains within the discretion of the Business to determine whether an engineer should be sent to try and effect a repair.

  3. If so he/she will normally be dispatched within seventy two hours.

  4. If for any reason an engineer cannot be dispatched the Business may authorize a customer to call in their own technician, but only on the basis of prior approval by the Business and on terms agreed.

Benefit is not provided in the event of:

  • System recall by the supplier of the Equipment due to generic fault

  • Any non-standard modification of the Equipment including (without limitation) any non-standard upgrade or addition of any non-standard accessories

  • Faults caused by a failure to follow the supplier’s operating instructions

  • Accidental damage to the Equipment of any kind (but this may be covered under household insurance)

  • Theft, attempted theft and malicious damage

  • Any problem directly or indirectly caused by the lack of a proper domestic supply of electricity

  • Work required by you to take place outside normal working hours

  • Breakdown due to interactive or viewing cards (please refer to your card supplier directly)

  • Equipment that had never worked following installation because it was not properly installed according to the standard guidelines

  • Equipment previously repaired to a lower then acceptable standard

  • Any equipment which is not working in accordance with the manufacturer's specification when you first qualify for this benefit unless such an existing fault is notified to us at the time unless we agree to accept it

  • Loss of programs saved to the hard drive of a box

  • Components of integrated digital televisions (IDTV's)

  • Any part of a system that is not wholly owned by you such as a communal dish or distributions system

  • The costs of accessing cables within the fabric or construction of a wall or building

  •  Engineer call outs to faulty remote controls or magic eyes or components that are intended to be replaceable such as fuses and batteries. These are postal replacement items only subject to our receipt of the faulty item or payment of a refundable deposit

  • Breakdown of any computing telecommunication equipment

  • Telephone point or telephone extension points

OTHER EXCLUSIONS

No benefit is provided where faults or breakdown arise as a result of unforeseen natural events, governmental action, or any action by BSkyB

CANCELLATION

  1. For agreements to remain in force, your payments must be paid in keeping with the arrangements that were agreed at the time of joining

  2. This contract is subject to the Consumer Protection (Distance Selling) Regulations 2000 and accordingly, amongst other provisions, you have a cancellation period of 14 working days from the date on which the contract is concluded, in which to withdraw from the contract. Any such notice of cancellation must be in writing, you are advised to review the regulations as to your rights.

  3. Agreements may be cancelled at any time prior to the expiration of the contract period by contacting us by post or e-mail and we will refund a proportion of your fee relating to the remaining full months outstanding (less a £25(+VAT) administration fee), unless your equipment has already been repaired, replaced or written-off, in which case no refund will be due.

  4. We are entitled to cancel your agreement at any time by giving a pro rata refund of any unexpired portion of an outstanding service agreeement.

HOW TO CONTACT US OR COMPLAIN

  • Call the customer Care Department on 03446825000

  • Write to the Complaints Manager at Digital Tech Support Ltd, Office 304, 22 Park Street, Croydon, CR0 1YE.

  • E-mail us at info@digitechsupport.co.uk

 

TELEPHONING US 

Your telephone calls may be recorded to monitor and improve the quality of the service provided.

DATA PROTECTION 

We may use your personal details for the administration of your agreement and for the purpose of marketing our own products to you. Under the Data Protection Act 1998 you have a right to ask for a copy of the information held about you and how it is being used at any time and to have that information corrected if it is inaccurate. If you want to request or correct this information or you do not want to receive marketing information please write to the Data Protection Officer at the address shown on your agreement.

EXCLUSION OF THIRD PARTY RIGHTS

This agreement is for the benefit of the agreement holder only and any permitted transferee at our discretion and no rights or benefits will be given to any other third party under the agreement. The provisions of the Contracts (Rights of Third Parties) Act 1999 will not apply.

GOVERNING LAW AND STATUTORY RIGHTS

We will communicate in English and English Law will apply unless we have agreed otherwise with you. Nothing in these conditions will reduce or affect your statutory rights; for further information about your statutory rights contact your local authority Trading Standards Department or Citizens Advice Bureau.

Additional information

  • We are not connected, affiliated or associated with BSkyB

  • We do not sell promote or otherwise operate contracts of insurance

  • We are not regulated by the Financial Services Authority