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GEEK SQUAD RESIDENTIAL

1. Our Services
 

1.1 The following services (as further detailed on www.geeksquad.co.uk  are available from Geek Squad:


1.1.1 Remote Support 

If you take this service, we will provide you with either of the following services over the telephone for a one-off fee or as part of the MyGeek Subscription Service:
(i) If you choose the ‘Set-Up’ option, we will advise you on any queries you have about the set up of your hardware, operating system(s) and applications on your home computer; and

(ii) If you choose the ‘Fix’ option, we will attempt problem diagnosis and a solution. For further details of what is included within the scope of service for each of the Set Up and Fix options, details of the maximum permitted call length per session for these services and details of the related session fees, please seewww.geeksquad.co.ukor call us on 0800 049 6190. Additional terms and conditions for the MyGeek Subscription Service can be found attached to this document.


1.1.2 Home Support

If you take our Home Support Service, we will agree the scope of the services to be provided to you and the applicable fee at the time you place your order with us. The service we provide to you may include set up and configuration of your home computer(s), including:

(i) networking peripherals and equipment;

(ii) networking fully licensed original copies of software; and

(iii) networking fault diagnosis and rectification.

Our Home Support Service is currently only available to customers in selected post-codes within the London area by pre-booked appointment. For details of the applicable post-codes and our schedule of fees, please see www.geeksquad.co.uk or call us on 0800 049 6190. From time to time, 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 may be required to pay an additional fee, which we will tell you when you make your appointment for a Geek Squad technician to visit your home.

1.2 Our services are only available to consumers who require technical support for home-related use. We will not supply either of our services for business-related purposes.

1.3 We will not be able to provide you with support on any of the following:

(i) File servers;

(ii) File server operating systems;

(iii) Domain & active directory based networks;

(iv) Virtual private network (VPN) & wide area networks;

(v) Multi-subnet networks;

(vi) Complex firewall configurations.

2 How To Get Our Services

2.1 You can access our Remote Support Service at any time of day or night on 0800 049 6190.

2.2 If you wish to make an appointment for our Home Support Service, you can do so by calling us on 0800 049 6190. Appointments for our Home Support Service can be made for any time of day or night. However, if you wish to make an appointment for a Geek Squad technician to visit your home after 10pm at night and before 8am in the morning, you may also have to pay an additional fee. Appointments are also subject to availability. We will advise you of current availability when you ring to make an appointment. Please see www.geeksquad.co.uk or call us on 0800 049 6190 for further details.

2.3 Calls to our 0800 049 6190 number are free from a BT, Onetel or TalkTalk landline. Call costs from mobiles and other service providers may vary, please check with them for details. We may monitor and record calls to this number for quality and training purposes.

3 Minimum Requirements for our Services

3.1 If you take either of our services, you must have a fully working and licensed personal computer meeting the following minimum requirements:

(i) Windows 2000 (or a more recent version) or XP operating system;

(ii) Processor speed of 233MHz or above;

(iii) 256MB RAM;

(iv) 200MB available hard drive space;

(v) an available USB, ethernet or wireless port; and

(vi) a compatible modem or, where applicable, wireless router.  

3.2 The following additional system requirements also apply for wireless networking:

(i) All computers to be networked must have a minimum of 10MB of hard disk space and 32 MB of RAM;

(ii) Password(s) for operating systems and / or your Internet Service Provider must be available at the time of service;

(iii) Your Operating System disc and Key Code must be available at the time of service;

(iv) All computers and peripherals to be networked must be installed and operational prior to the time of service, including connection any broadband modem.

4 Your Responsibilities

4.1 If you take either of our services, we will provide the service to you subject to the following conditions:

4.1.1 You must have valid software licences for your operating system and all applications on your computer(s). You must supply details of the relevant licence keys if we ask you for them.

4.1.2 You must back up your Software and Data. You agree that prior to contacting us to perform diagnostic repairs or to provide other technical support on or in connection with your computer(s), and either on-site or remotely, it is your entire responsibility to protect your personal computer and to back-up all data, software, information and other files that are stored on any and all computer disks and drives you may have.

4.1.3 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 the Geek Squad technician arrives at you home to provide our service and no adult is present, service may be denied and a cancellation fee as specified in our schedule of prices at www.geeksquad.co.uk may be charged.

4.1.4 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.

4.1.5 You must give us access as follows.

(i) Remote Support - Geek Squad’s technician 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 Geek Squad 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 the technician to do this and also agree to co-operate fully and provide the technician with a safe working environment, working space and electrical power. If the Geek Squad technician arrives 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.

4.2 If you are unable to comply with any of the above requirements, we may be unable to or will be entitled to decline our service to you. We may also charge you a cancellation fee as specified in our schedule of fees and prices at  www.geeksquad.co.uk.

5 Our responsibility to you

5.1 We may not be able to advise on all issues or to repair or solve all problems that you ask us to, but to the extent that we cannot advise on an issue or repair or solve a problem that we agreed was included in the scope of our services then we will refund any applicable fee paid by you to us. Separately we may not be able to fulfil any service requests that fall outside the agreed scope of our services, in which case no refund will be payable.

5.2 We will not be responsible to you:  

(i) For any inherent failures in or caused by the supported applications and operating systems or third party products supplied by us;

(ii) For the repair or replacement of any equipment that is faulty (as reasonably diagnosed by us during the provision of our service to you);

(iii) For any failure by you to follow our reasonable advice, recommendations or instructions;

(iv) 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;

(v) For any damage to your hardware or equipment.

5.3 Our Geek Squad technician will use reasonable endeavours to keep any appointment you make with us for our Home Support Service, but we cannot guarantee that the technician will arrive on time in each case. If a technician 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.

5.4 Nothing in these terms of service shall exclude or limit our liability for death or personal injury caused by our negligence or that of our technicians or agents, or for any liability arising under Part I of the Consumer Protection Act 1987.

5.5 We shall not be liable to you for:

(i) any loss that is not reasonably foreseeable;

(ii) any loss calculated by reference to profits, income, or business (or loss of such profits, income, or business);

(iii) any loss of goodwill;

(iv) any loss or corruption of data; or

(v) any losses you may suffer arising from your use of (or failure to use) any anti-virus software.

5.6 We do not accept liability for the acts or omissions of any providers of telecommunication services.

5.7 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.

5.8 The limitations of liability set out in this clause 5, are in addition to any other provisions limiting our liability set out elsewhere in these terms of service.

5.9 Nothing in these terms of service shall impose any liability on us in respect of non-performance of a service where the performance claimed is outside these terms of service or where such non-performance is directly due to your acts, omissions, negligence or default.

5.10 We shall have no responsibility to you 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).  

6 Purchase of Goods  

6.1 If you purchase any Geek Squad branded goods from one of our technicians you must inspect those goods as soon as reasonably possible after you receive them, and to tell us of any damaged or missing items from those goods as soon as reasonably possible by calling us on 0800 049 6190.

6.2 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, and we will not repair or replace them if you are responsible for the fault. 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 Geek Squad, 5 Portal Way, London W3 6RS.

7 Geek Squad Promise

7.1 No Fix, No Fee.When you take either of our services, we will use reasonable skill and care when attempting to diagnose and fix the particular technical problem you are experiencing. We will not charge you if we are unable to fix the problem, provided you have fully complied with these terms of service. If you have not complied with these terms of service, a cancellation charge may apply.  

7.2 Remote Support: If you take our Remote Support Service and the problem we have fixed occurs again within 5 days as a direct result of the same cause(s) we identified when we fixed it for you the first time, provided you have fully complied with these terms of service, we will:

(i) try again to fix the problem at no extra charge; and

(ii) if we cannot then fix the problem again, we will return your money at the full purchase price for the services performed.

7.3 Home Support: If you take our Home Support Service and the problem we have fixed occurs again within 30 days as a direct result of the same cause(s) we identified when we fixed it for you the first time, provided you have fully complied with these terms of service, we will:

(i) try again to fix the problem at no extra charge; and

(ii) if we cannot then fix the problem again, we will return your money at the full purchase price for the services performed.

7.4 Exclusions. For any repairs necessitated by a virus or spyware, each of the above service warranties is only valid if you have up-to-date anti-virus and anti-spyware protection installed or updated during the repair or immediately thereafter. This service warranty excludes any defective hardware or other products.  

8 Charges and Payment  

8.1 Details of our current prices and payment terms for each of our Services are at www.geeksquad.co.uk  or you can call us on 0800 049 6190.

8.2 Remote Support.  (i) Calls to this service are charged at a fixed fee. A call may last up to forty-five minutes. If you do not use all of the allowed time, you will not receive any discount or refund for the unused period and you may not save it for use at a later date. If you need to extend the time of your call, you may be required to pay an additional charge or to call back again. We will advise you of this during the call.  (ii) We will ask you for details of your credit or debit card and, in providing this to us, you will thereby be providing us with the appropriate payment authorisation, 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.

8.3 Home Support. 

(i) The charge for a Geek Squad technician to visit your home and supply this service is based on a forty-five minute appointment, but notwithstanding this time slot you acknowledge that in visiting your home we will be using a reasonable amount of time to complete the job (which may be more than 45 minutes), unless you instruct us otherwise. If you do not use all of the allowed 45-minute time slot, you will not receive any discount or refund for the unused period and you may not save it for a further visit. If we stay longer than the 45-minute time slot (in using a reasonable amount of time to complete the job) or if you otherwise need to extend the period of your appointment, you may be required to pay an additional charge or to make a further appointment at another time. The Geek Squad technician will advise you of this during the appointment.  

(ii) You agree to pay us the applicable fee upon completion of the appointment by either logging on to our website and completing the appropriate payment process (the Geek Squad technician will advise you how to do this) or by calling us on 0800 049 6190 and authorising us to take the relevant fee from you using the details you have provided.

8.4 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.

9 What happens if you want to cancel, re-schedule or if you miss an appointment  

9.1 Cancelling or Re-Scheduling an Appointment. You may cancel or re-schedule a Home Service appointment at any time up to two hours before the appointment time without charge. If you wish to cancel or re-schedule after this, we may charge you a cancellation or re-scheduling fee.

9.2 Missed Appointments. If you are unable to keep a Home Service appointment you have made with us, we may charge you for a missed appointment.  9.3 For details of our charges for cancellations, re-scheduled or missed appointments please see www.geeksquad.co.uk or call us on 0800 049 6190.

10 Use of Your Information 

10.1 We respect your personal information and undertake to comply with applicable Data Protection legislation and the EU Safe Harbour Framework. These statements (and any other applicable references on our website) describe the privacy practices relating to Geek Squad including our services provided at your home or office, remotely on the Geek Squad Web site and through Geek Squad call centers. When you provide Geek Squad with your personal information, you consent to these practices described in this policy. We may hold information that you provide to us (such as by telephone on an application or Order form or registration form) or that we may obtain from another source (such as our suppliers, marketing organisations or credit reference agencies).

10.2 What Information we may collect. While taking advantage of services from Geek Squad, you may be asked to provide personal information in order to facilitate your transaction. We may also hold information that you provide when you contact a Geek Squad call center to schedule an appointment for services at your home or office, for assistance or with a question, participate in a promotion or research or participate in other activities with Geek Squad. This information (“Your Information”) may include your name, address, date of birth, gender, telephone numbers, email address, bank and Credit or Debit Card information, occupation and employment data, lifestyle information and details of how you use the Services.

10.3 In the event that we undergo a re-organisation or are sold to a third party, you agree that Your Information may be transferred to that re-organised entity or third party for the purposes and subject to the terms of these Terms of Service.

10.4 How Your Information may be used. Your information is held and used by us in the course of providing you with agreed upon services. It may also be held and used by us for a number of other purposes and we may use third parties to support us with these purposes. The third parties with whom Geek Squad conducts business are only authorized to use your personal information to perform the service for which they were hired. As part of their contractual obligations, these providers are required to follow the privacy guidelines provided to them and to take reasonable and appropriate measures to ensure your personal information is secure. We may use third parties without limitation as described below:

10.4.1 processing your order; administering your account and billing, including allocating or offering you rewards, discounts or other benefits; settling accounts with those who provide related services to us; disclosing your data to banks and debit and credit card companies to validate your Credit or Debit Card details; dealing with requests, enquiries or complaints and other Customer Care related activities; debt recovery (also using recovery agents and agents facilitating contact with you) and legal actions and all other general administrative and business purposes;

10.4.2 carrying out market and product analysis of Your Information to develop and improve and to tell you about Geek Squad’s products and services, new developments, special offers, discounts and awards which we believe may be of personal interest to you. We may use this information to send you marketing communications and may tell you by automated means or otherwise, including by email, fax, SMS, MMS, telephone, post and via world wide web, WAP and similar sites subject to any preferences indicated by you at the time you apply to receive either of our Services or subsequently;

10.4.3 contacting you about the products and services of carefully selected third parties and allowing you to receive advertising and marketing information from those selected third parties but without passing control of Your Information to the third party concerned subject to any preferences indicated by you at the time you apply to receive either of our Services or subsequently;

10.4.4 carrying out any activity or disclosure in connection with a legal, governmental or regulatory requirement on us or in connection with national security, legal proceedings and for the prevention and detection of crime or fraud and the prosecution of offenders or suspected offenders; or

10.5 You should be aware that if we are requested by the police or any regulatory government authority investigating suspected illegal activities to provide your user information or information concerning your activities whilst using the Service we shall do so. We also reserve the right to disclose individually identifiable information to third parties where a complaint arises concerning your use that is deemed by us to be inconsistent with these terms.

10.6 We may disclose to third parties aggregated data to the use of the Service provided that a single individual is not identifiable in such data.

10.7 The Information Commissioner A comprehensive description of how we use personal information is publicly available from the Information Commissioner - please see:  www.dataprotection.gov.uk.

10.8 Access If you would like us to tell you what information we hold about you, please write to us c/o The Legal Department, Geek Squad, 1 Portal Way, London, W3 6RS. We may charge a £10.00 administration fee; please quote your full name and address on all requests.

10.9 Opting Out If you do not wish your details to be used for the purposes described in clauses 10.4.2 and 10.4.3 please write to us at the above address stating your full name and address.

10.10 Security of Your Information  Geek Squad has security measures in place and takes reasonable precautions to protect against the loss, misuse and unauthorized access of your personal information under Geek Squad’s control.

10.11 Remote Access Geek Squad may offer remote access service to assist in diagnosing and resolving system issues. This process allows a Geek Squad Agent to remotely access your computer to determine the problem and either repair it or provide advice on what options are available to fix the issue. By taking advantage of this service, you are giving permission to a Geek Squad Agent to log into your computer which may contain personal information. A Geek Squad Agent will only search your computer to determine the cause of the problem and will attempt to limit their interaction with your files to a minimum. It is your responsibility to ensure all of your files, especially those containing personal information, are secure to prevent any type of data loss or corruption.

10.12 European Union Safe Harbor Framework. Geek Squad UK Ltd, through its affiliate, Best Buy Co., Inc., is a participant in the Safe Harbor program developed by the U.S. Department of Commerce and the European Union. We have certified that we adhere to the Safe Harbor Privacy Principles agreed upon by the U.S. and the E.U. For more information about the Safe Harbor and to view our certification (registered via Best Buy Co., Inc.), visit the U.S. Department of Commerce's Safe Harbor Web site at http://www.export.gov/safeharbor.

10.13 Dispute Resolution As part of our participation in the Safe Harbor, we have agreed to TRUSTe dispute resolution for disputes relating to our compliance with the Safe Harbor Privacy Framework. This dispute resolution program covers only offline data collection (e.g. call center, postal mail, in-store registration), and does not cover online collection of data (e.g. via the Internet). If you have any complaints regarding our compliance with these aspects of the Safe Harbor, you should first contact us at: The Legal Department, Geek Squad, 1 Portal Way, London, W3 6RS and we will endeavour to respond to you within a reasonable time following receipt of such notification. If contacting us does not resolve your complaint, you may raise your complaint with TRUSTe. Please allow at least 10 business days for us to respond prior to contacting TRUSTe. You can reach TRUSTe by Internet at http://www.truste.org/consumers/watchdog_complaint.php, by fax at 415-520-3420, or by postal mail at Watchdog Complaints, TRUSTe, 685 Market Street, Suite 270, San Francisco, CA, USA 94105. If you are faxing or mailing TRUSTe to lodge a complaint, you must include the following information: our company name, the nature of the alleged privacy violation including details about how your data was collected and what causes you to believe a violation occurred, the resolution you are requesting, your contact information, and whether you allow the particulars of your complaint to be shared with us. For information about TRUSTe or the operation of TRUSTe's dispute resolution process, see http://www.truste.org/consumers/watchdog_complaint.php or request this information from TRUSTe at any of the addresses listed above. The TRUSTe dispute resolution process shall be conducted in English.

11 Matters Beyond Our Reasonable Control

11.1 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.

12 Transfer

12.1 You may not transfer the whole or any part of the Contract without our prior written consent.

12.2 Our Services may be administered to you in whole or part by another company within the CPW Group or Best Buy Inc.   

13 Disputes

13.1 If you have a complaint or query regarding any aspect of either of the Services, please call us on 0800 049 6190 or write to us at Geek Squad, 5 Portal Way, London W3 6RS. Please include your both your name, address, phone and customer number (if you have one) in any correspondence.

13.2 We aim to fully resolve all email queries within 5 working days of receipt and all written queries within 7 working days of receipt.   

14 General  

14.1 If any particular clause of these Terms of Service shall be, or be held to be, invalid or shall not apply to your contract with us, the other clauses of these Terms of Service shall continue in full force and effect.

14.2 Any notice which has to be given under these Terms of Service shall be in writing and shall be deemed to have been given by us if, left at or sent by post to you at the address stated in your application or any other UK address you supply to us for this purpose, or by you to us at the address given. Any notice or document shall be deemed to have been delivered immediately (if delivered by hand) or 48 hours after posting (if sent by first class post). References in these Terms of Service to notices given to you by us “in writing” also include by SMS (which must be sent to your Mobile Phone number) and by email, which must be sent to your email address stated in your application or any other email address that you supply to us for the purpose. Notices given by us by SMS or e-mail shall be deemed to have been delivered the day after the day the notice is sent. For the avoidance of doubt you shall not be entitled to serve any notice on us pursuant to these Conditions by sending an SMS.

14.3 Monitoring or recording of your calls may take place for our business purposes, such as quality control and training, to prevent unauthorised use of our telecommunications systems and to ensure effective systems operation and in order to prevent or detect crime.

14.4 Failure by either you or us to exercise or enforce any right conferred by statute or the Contract shall not be deemed as a waiver of any such rights nor prevent the exercise or enforcement of such rights at a later date.

14.5 Except in the case of any permitted assignment of the Contract, a person who is not a party to the Contract has no rights under the Contracts (Rights of Third Parties) Act 1999 or otherwise to enforce any clause of the Contract.

14.6 These Terms of Service, and all other legal relationships between us shall be governed by English Law and are subject to the exclusive courts of England and Wales.

14.7 The provisions of this Clause 14 shall apply mutatis mutandis to any Additional Terms attached hereto and incorporated by reference to these Terms of Service.

The following terms apply to the technical support cover that we will provide to you in respect of setting up your Blackberry device. If you sign up for a Blackberry Device (as defined below) at a Carphone Warehouse store or online at www.thecarphonewarehouse.com, you will be deemed to have received these terms of service at the time you place your order. If you request our Service over the telephone, you will be deemed to have received these terms of service 48 hours after they are posted to you or, if emailed, when you receive our email.

These terms of service are effective as at 10 July 2007.

These terms are in addition to the Geek Squad Terms of Service available at www.geeksquad.co.uk, and those terms and conditions are applicable to the additional services set out in these Additional Terms: Blackberry Deal.

1. Blackberry Devices

The following terms and conditions are applicable only in respect of a Blackberry 8100 Pearl, 8800 and 8300 Curve purchased on a tariff plan through Carphone Warehouse or any of its affiliated companies (“Blackberry Device”).

2 Geek Squad Services

2.1 If you are on a tariff plan of £75 or more per month, you will be entitled to the In Home Set-up Services and Remote Set-up Services from Geek Squad to set up your Black Berry Device.

2.2 If you are on a tariff plan of less than £75 per month, you will only be entitled to the Remote Set-up Services from Geek Squad to set up your Blackberry Device.

2.2.1 The Geek Squad agent will help you set up two e-mail addresses as well as the Blackberry e-mail address. The first e-mail address can be either a hotmail, yahoo or gmail account and the second e-mail address will be a business account.

2.2.2 We will need to make sure you have completed our checklist before calling in for the set-up call for the business e-mail address.

2.2.2.1 We will not be able to set up the business e-mail address until we have the completed checklist. The details we will need include type of mail account, e-mail address, e-mail password, username, port number and secure password authentification.

2.2.2.2 To set up a business e-mail address you will have to first obtain permission from your network administrator before attempting to set up the address on your Blackberry Device, and you will also need to be in area where you connection or access to these types of e-mail services.

2.2.3 The Geek Squad agent will then assist you with finding and assisting with the following features on the phone:

2.2.3.1.1 Basic help with the browser

2.2.3.1.2 Basic help with SMS/MMS issues

2.2.3.1.3 Basic guidance on phone options

2.3 Further details on Geek Squad’s Home Set-up Services and Remote Set-up Services are on the Geek Squad website at www.geeksquad.co.uk.

Additional Terms: Wireless SetUp on TalkTalk Broadband

These Additional Terms: Wireless SetUp on TalkTalk Broadband are effective as at 29 August 2007.

These terms are in addition to the Geek Squad Terms of Service available at www.geeksquad.co.uk, and those terms and conditions are applicable to the additional services set out in these Additional Terms: Wireless SetUp on TalkTalk Broadband.

Set out below is a summary of our terms of service for the technical support cover you have requested from us when setting up your wireless connection to TalkTalk Broadband. Please take the time to read the full version of these terms of service which are available at either www.geeksquad.co.uk or www.talktalk.co.uk; or by visiting your local Carphone Warehouse Store; or by telephoning us on 0800 049 4357.

The words and phrases used in this summary have the same meanings as in our full terms of service. If you sign up for our Wireless Set-Up Service (as defined below) at www.talktalk.co.uk, or at a Carphone Warehouse store, you will be deemed to have received these terms of service at the time you place your order. If your ordered our Wireless Set-Up Service over the telephone, you will be deemed to have received these terms of service 48 hours after they are posted to you or when they are emailed to you.

The Wireless Set-Up Service: For a one-off, non-refundable fee and during the Support Period only (as defined below), Geek Squad will provide you with technical support over the telephone to help you set up one wireless router in your home, with connection to one personal computer (the “Wireless Set-Up Service”). The Wireless Set-Up Service is available to you once only at any time during a period of up to ninety consecutive days (the “Support Period”), which shall start either:

(i) On your TalkTalk Broadband go live date (if you selected our Wireless Set-Up Service at the time you signed up for TalkTalk Broadband or before your go live date); or

(ii) On the date you order the Wireless Set-Up Service (if you have already gone live on TalkTalk Broadband and have subsequently requested our Wireless Set-Up Service). Subject to the Geek Squad Promise, we will have completed our performance of the Wireless Set-Up Service to you once the wireless connection of your designated personal computer has been made to TalkTalk Broadband, regardless of when this occurs during the Support Period. You will otherwise need to re-order the Wireless Set-Up Service at an additional charge – please see our full terms of service for more details. The Wireless Set-Up Service is not available for business related purposes. We also do not provide support for file servers, file server operating systems, domain & active directory based networks, virtual private network (VPN) & wide area networks, multi-subnet networks or complex firewall configurations. You can access the Wireless Set-Up Service between the hours of 8am to 10pm on 0800 049 4357. Calls are free from a BT, Onetel or TalkTalk landline. Call costs from mobiles and other service providers may vary, please check with them for details. We may monitor and record calls to this number for quality and training purposes

Minimum Requirements for our Wireless Set-Up Service: 

To receive our Wireless Set-Up Service, you must have gone live on TalkTalk Broadband and you must have a fully working personal computer meeting the following minimum requirements:

(i) Windows 2000 (or a more recent version) or XP operating system;

(ii) Processor speed of 233MHz or above;

(iii) 256MB RAM;

(iv) 200MB available hard drive space;

(v) an available USB, ethernet or wireless port; and

(vi) a compatible wireless router as supplied to you by TalkTalk. The following additional system requirements also apply for wireless networking:

(i) All computers to be networked must have a minimum of 10MB of hard disk space and 32 MB of RAM;

(ii) Password(s) for operating systems and / or access to your TalkTalk Broadband account must be available at the time of service;

(iii) Your Operating System disc and Key Code must be available at the time of service. All computers and peripherals to be networked must be installed and operational prior to the time of service.  

Your Responsibilities: You must have valid software licences for your operating system and all applications on your computer and supply details of the relevant licence keys if we ask you for them. You agree that prior to contacting us to perform the Wireless Set-Up Service it is your entire responsibility to protect your personal computer and to back-up all data, software, information and other files that are stored on any and all computer disks and drives you may have. 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. Failure to comply with your requirements may mean the Geek Squad will not or may not be able to provide our Wireless Set-Up Service to you.

Our responsibility to you: We will not advise on any issues or repair or solve any problems that are outside the scope of the Wireless Set-Up Service. We will not be responsible to you:

(i) For any inherent failures in or caused by applications, operating systems or third party products not supplied by us;

(ii) For the repair or replacement of any equipment that is faulty, unless such equipment was originally supplied by us and it is still under the terms of any warranty or guarantee supplied by us;

(iii) For any failure by you to follow our reasonable advice, recommendations or instructions;

(iv) If either we, including without limitation any of our technicians, agents, contractors or third party service providers are impaired or stopped from providing the Wireless Set-Up Service by you for any reason whatsoever or are otherwise unable to provide the Wireless Set-Up Service to you as a result of any event that is outside our reasonable control;

(v) For any damage to your hardware or equipment, unless specifically caused by our negligence. Exclusions: Our liability to you for direct loss is limited to a maximum of £5,000 per claim or series of related claims and we shall have no liability for any indirect or consequential loss. Please see the full terms of service at www.geeksquad.co.uk or www.talktalk.co.uk for full details of other exclusions that apply; Geek Squad Promise: We will use reasonable skill and care when attempting to provide the Wireless Set-Up Service to you. We will not charge you if we are unable to install your wireless router and set up your wireless connection, provided you have fully complied with these terms of service. If you have not complied with these terms of service, the charge will still apply.  

After we have installed your wireless router and set up your wireless broadband connection, if you experience any difficulties with your wireless connection at any time up to 30 days after the expiry of the Support Period and the problems you experience occur as a direct result of something we have done or should have done at the time we provided the Wireless Set-Up Service to you then, provided you have fully complied with these terms of service, we will:

(i) try to fix the problem at no extra charge; and

(ii) if after using all reasonable endeavours to provide the Wireless Set-Up Service to you we have still been unable to provide the Wireless Set-Up Service, we will return your money at the full purchase price.

The Geek Squad Promise is only valid if you have up-to-date anti-virus and anti-spyware protection installed and provided you do not have any defective hardware or other products, unless supplied by us. We will also not be responsible for any problems that you experience with your wireless connection as a result of network failures, alterations or modifications you have made or any other reasons outside of our control.

Charges and Payment: You will be charged a one-off fixed fee for the Wireless Set-Up Service. For details of the applicable fee, please visit www.geeksquad.co.uk or www.talktalk.co.uk. Please note that the fee is non-refundable - if during the Support Period you do not use the Wireless Set-Up Service you will not receive a refund.

If you ordered our Wireless Set-Up Service through TalkTalk they will bill you for the applicable fee on the first TalkTalk bill after you order the Wireless Set-Up Service from us. If you have any queries in relation to an amount charged to you by TalkTalk for our Wireless Set-Up Service, please contact TalkTalk customer services on 0870 444 1820, or by emailing: customerservices@talktalk.co.ukor call us on 0800 049 4357. If you did not order the Wireless Set-Up Service when signing up to TalkTalk Broadband, you must pay the applicable fee to us directly by debit or credit card at the time you place your order with us.

Additional Terms: MyGeek Remote Subscription Service and Additional Subscription Services

These Additional Terms: MyGeek Remote Subscription Service are effective as at 29 August 2007.

These terms are in addition to the Geek Squad Terms of Service available at www.geeksquad.co.uk, and those terms and conditions are applicable to the additional services set out in these Additional Terms: MyGeek Remote Subscription Service. 

1 MyGeek Remote Subscription Services

1.1 The following MyGeek Remote Subscription Service (as further detailed on www.geeksquad.co.uk)  are to be provided to you by Geek Squad (“MyGeek Remote Subscription Service”). We will agree the scope of the MyGeek Remote Subscription Services to be provided to you and the applicable fee at the time you place your order with us which shall include:

a) a telephone based help facility giving you dedicated expertise to answer queries or problems you may have with your hardware, operating systems and applications;
b) a remote diagnostics facility to solve problems with any PCs that you have registered with us;
c) any other facilities as described at www.geeksquad.co.uk. 

1.2 The MyGeek Remote Subscription Service allows a Geek Squad Agent to remotely access your computer to determine the problem and either repair it or provide advice on what options are available to fix the issue.

1.3 We also offer the following Additional Subscription Services which you may subscribe for on a monthly basis and which each have an additional monthly charge (which will be advised to you when you make the order):

1.3.1 McAfee Internet Suite – this is offered for a free 1 month trial period and then you will be billed for the service;

1.3.2 20 GB Online Data Back-up;

You will need to give us 1 month notice to cancel any Additional Subscription Services you have subscribed for. Additional terms and conditions apply to these Additional Services and the terms and conditions applicable to each Additional Subscription Service are attached.

1.4 The MyGeek Remote Subscription Services and Additional Subscription Services are only available to customers who require technical support for home-related use. We will not supply any of our e subscription services for business-related purposes.

1.5 Your subscription will cover a single PC - you may have a maximum of 2 PCs registered to your account. If you have 2 PCs registered on your account, you will benefit from a discount of 10% across both PC subscriptions. To register your PCs for the MyGeek Remote Subscription Service you will need to provide us with details of the PCs you wish to have covered by the MyGeek Remote Subscription Service.

1.6 You will have to commit to a 3 month minimum contract to obtain the MyGeek Remote Subscription Services from us. After the end of those 3 months, the MyGeek Remote Subscription Services will continue indefinitely unless you give us one calendar month’s notice to cancel the MyGeek Remote Subscription Services. Notice of cancellation needs to be given by phone or in writing by post to our address at Geek Squad, 5 Portal Way, London W3 6RT.

1.7 We may cancel the MyGeek Remote Subscription Service at any time after the minimum 3 month contract period by giving you one month’s written notice of cancellation.

1.8 We will not be able to provide you with support on any of the following:

(i) File servers;

(ii) File server operating systems;

(iii) Domain & active directory based networks;

(iv) Virtual private network (VPN) & wide area networks;

(v) Multi-subnet networks;

(vi) Complex firewall configurations. 

1.9 Please be aware that the MyGeek Remote Subscription Service is a remote only service and does not include us visiting your home.

1.10 The MyGeek Remote Subscription Service is available 24/7 every day.

1.11 The MyGeek Remote Subscription Service has no usage limit but we do operate a Fair Usage policy. We may raise additional charges if we believe that you are using the MyGeek Remote Subscription Service excessively without good reason, because we have reason to believe that services arebeing used for business purposes or because we believe that you are failing to taking appropriate steps to maintain and safeguard your IT system through, amongst other things, regular data back-up, running current virus software and adopting other appropriate security or maintenance procedures.

2. How To Get the MyGeek Remote Subsctription Services 

2.1 You can access the MyGeek Remote Subscription Services at any time of day or night on 0800 049 1065.

2.2 Calls to our 0800 049 1065 number are free from a BT landline. Call costs from mobiles and other service providers may vary, please check with them for details. We may monitor and record calls to this number for quality and training purposes.

3. Our responsibility to you 

In addition to Clause 5 of the Geek Squad Terms of Service, we will not be responsible to you for business-related IT issues including but not limited to support for file servers, file server operating systems, domain and active directory based networks, VPNs and WANs, Multi Subnet networks and complex firewall configurations. We will also not be responsible for matters identified as a problem with the provision of Internet services over a fixed, cellular or wireless data network by your Internet Service Provider (“ISP”). We reserve the right to refer you back to your ISP in this regard. We will also endeavour to assist you with mail services where possible but may need to refer you to your ISP if the issue is external to your PC.

 4. Charges and Payment 

4.1 Payment for the MyGeek Remote Subscription Service is only by way of a Direct Debit order against your account.

4.2 Details of our current prices and payment terms for each of our Services are at www.geeksquad.co.uk or you can call us on 0800 049 1065.

4.3 We do not send paper bills for the MyGeek Remote Subscription Services – all statements will be made available online at www.geeksquad.co.uk.

4.4 In the event that there is a late payment of our fees we reserve the right to charge a late payment fee. If there is non-payment for 28 days or more, we reserve the right to discontinue providing the MyGeek Remote Subscription Services to you.

Additional Terms: Online Back-Up Services  

These Additional Terms: Online Back-Up Services are effective as at 29 August 2007.

These terms are in addition to the Geek Squad Terms of Service available at www.geeksquad.co.uk, and those terms and conditions are applicable to the additional services set out in these Additional

Terms: Online Back-Up Services.

1. The service we agree to give you (“Online Back-Up Service”) is:

a) an on-line back-up, and remote access facility for data held on your personal computer.
b) a technical support helpdesk for reporting faults, responding to queries about the service and for resolving problems; and
c) any other facilities as described at /www.geeksquad.co.uk

3. You may store up to a maximum of 20GBs of data. Data will be retained from the beginning of the previous calendar month.

4. When you use the Online Back-Up Services you need to ensure that the software we have given you is running and that your computer is connected to the Internet and that you retain all relevant passwords and encryption keys.

5. When sharing data you agree that you are responsible for that data and you accept that your contacts may forward this data to others.

6. You are responsible for ensuring that you log off from the remote access service when you have finished using it to prevent others seeing your data.

7. You are responsible for taking appropriate steps to maintain and safeguard your computer by amongst other things, regularly backing up your data, selecting all relevant files for backup, ensuring that backups have completed with no skipped files, running up to date virus software and adopting other appropriate security or maintenance procedures.

8. If you have a problem with the Online Back-Up Services we may ask you to give us access to your service account to enable us to diagnose the problem. We will ask you to grant us access on a session by session basis.

9. You may end the Online Back-Up Services by giving us 30 days' notice. If you cancel the Online Back-Up Services it is your responsibility to make sure you have made your own backup of your online data we will not keep your data after the Online Back-Up Services has ceased.

10. Unfortunately, while we will do our best to assist to assist you, we cannot guarantee that we will be able to solve all problems reported by you or that we will be able to advise on all Online Back-Up Services related issues such as corrupted files.

11. We are not responsible for:

a) any failures in the supported applications and operating systems that cannot be resolved using the Online Back-Up Services or that are incompatible for whatever reason with the Online Back-Up Services;
b) repair or replacement of any equipment that we diagnose as faulty during the Online Back-Up Services; or
c) any consequences of your failure to correctly follow our advice and recommendations.

12. The prices quoted for the Online Back-Up Services are inclusive of VAT except where stated.

13. Subject to Clause 9 above, the Online Back-Up Services has no minimum period, and will endure for as long as you take Geek services from us. We reserve the right to cancel the Online Back-Up Services at any time on 30 day’s notice to you.


Win an iPod iTouch – MyGeek member terms and conditions

How to participate

1) The prize draw is open to any MyGeek member who signs up to any add on service between 9th November 2007 and 30th November.
2) The add on services include: Online Data Backup, and Internet security.
3) Entry into the prize draw will be automatic upon signing up to one of these add on services between the dates mentioned.
4) The promoter is: Geek Squad UK Ltd PO Box 351, Southampton, SO30 2NL

Closing date

5) The closing date for entries into this draw is midnight on 30th November 2007 (“Closing Date”). Applications for add on services must be received on or before the Closing Date. Prize
6) The prize offered is one brand new iPod Touch (“Prize”).
7) There will be no cash alternative offered. The prize is non-negotiable, non-transferable and non-refundable. CPW reserves the right to substitute a prize of equal or greater value.
8) The specification of the Prize to be awarded is at http://www.apple.com/uk/ipodtouch/
9) The prize remains the property of Geek Squad until a winner is notified in writing and the winner has accepted the prize.

Winner notification

10) The winner will be the first entry drawn at random on 1st December 2007 and will be notified by phone/email.
11) The winner will receive their prize by post within 6 weeks after the promotion closing date.
12) The prize draw will be supervised by an independent person.
13) The full name of the independent judge is available upon request.
14) The judges’ decision is final and no correspondence will be entered into.
15) Prize winner’s name and county will be available upon request by sending an SAE to: Geek Squad UK Ltd PO Box 351, Southampton, SO30 2NL
16) CPW reserves the right to use the photograph and likeness of the winners for publicity purposes and to publicise statements made by or attributed to them.

Restrictions

17) The prize draw is only open to people aged 18 or over and resident in mainland Britain. CPW may require such information as it considers necessary or desirable (including without limitation proof of identity) for the purposes of verifying eligibility or the validity of any entry and the prize may be withheld unless and until CPW is satisfied with the verification.
18) An entry will be void if it is deemed (in CPW’s sole discretion) to have been made by an ineligible person or to be incomplete.
19) Only one entry per person is permitted.
20) Geek Squad does not make and assume no responsibility and are not liable for any representation, warranty, condition or guarantee in respect of any prize or part of it (other than those warranties or conditions implied by statute which cannot be excluded).
21) The prize draw is not open to employees of The Carphone Warehouse Group PLC, its subsidiaries, agents, any of the employee’s families, or anyone professionally connected with the promotion.
22) These terms and conditions are governed by English law and are subject to the exclusive jurisdiction of the English courts.

Win an iPod iTouch – Newsletter subscriber terms and conditions

How to participate

1) The prize draw is open to any geeksquad newsletter subscriber who signs up to become a MyGeek member between 9th November 2007 and 30th November
2) Entry into the prize draw will be automatic upon signing up to become a MyGeek member between the dates mentioned.
3) The promoter is: Geek Squad UK Ltd PO Box 351, Southampton, SO30 2NL

Closing date

4) The closing date for entries into this draw is midnight on 30th November 2007 (“Closing Date”). Applications for add on services must be received on or before the Closing Date.

Prize

5) The prize offered is one brand new iPod Touch (“Prize”).
6) There will be no cash alternative offered. The prize is non-negotiable, non-transferable and non-refundable. CPW reserves the right to substitute a prize of equal or greater value.
7) The specification of the Prize to be awarded is at http://www.apple.com/uk/ipodtouch/
8) The prize remains the property of Geek Squad until a winner is notified in writing and the winner has accepted the prize.

Winner notification

9) The winner will be the first entry drawn at random on 1st December 2007 and will be notified by phone/email.
10) The winner will receive their prize by post within 6 weeks after the promotion closing date.
11) The prize draw will be supervised by an independent person.
12) The full name of the independent judge is available upon request.
13) The judges’ decision is final and no correspondence will be entered into.
14) Prize winner’s name and county will be available upon request by sending an SAE to: Geek Squad UK Ltd PO Box 351, Southampton, SO30 2NL
15) CPW reserves the right to use the photograph and likeness of the winners for publicity purposes and to publicise statements made by or attributed to them.

Restrictions

16) The prize draw is only open to people aged 18 or over and resident in mainland Britain. CPW may require such information as it considers necessary or desirable (including without limitation proof of identity) for the purposes of verifying eligibility or the validity of any entry and the prize may be withheld unless and until CPW is satisfied with the verification.
17) An entry will be void if it is deemed (in CPW’s sole discretion) to have been made by an ineligible person or to be incomplete.
18) Only one entry per person is permitted.
19) Geek Squad does not make and assume no responsibility and are not liable for any representation, warranty, condition or guarantee in respect of any prize or part of it (other than those warranties or conditions implied by statute which cannot be excluded).
20) The prize draw is not open to employees of The Carphone Warehouse Group PLC, its subsidiaries, agents, any of the employee’s families, or anyone professionally connected with the promotion.
21) These terms and conditions are governed by English law and are subject to the exclusive jurisdiction of the English courts.


Additional Terms: MyGeek Standard Subscription Service

These Additional Terms: MyGeek Standard Subscription Service are effective as at 1 May 2008 and only apply to customers who purchased their MyGeek Standard Subscription Service after 1 May 2008 unless otherwise advised.

These terms are in addition to the Geek Squad Terms of Service (Consumer) available at www.geeksquad.co.uk,

1 MyGeek Standard Subscription Services

1.1 The following MyGeek Standard Subscription Service (as further detailed on www.geeksquad.co.uk) are to be provided to you by Geek Squad (“MyGeek Standard Subscription Service”). We will agree the scope of the MyGeek Standard Subscription Services to be provided to you and the applicable fee at the time you place your order with us which shall include:

a) a telephone based help facility giving you dedicated expertise to answer queries or problems you may have with your hardware, operating systems and applications;
b) a remote diagnostics facility to solve problems with any PCs that you have registered with us;
c) any other facilities as described at www.geeksquad.co.uk.

The MyGeek Standard Subscription Service allows a Geek Squad Agent to remotely access your computer to determine the problem and either repair it or provide advice on what options are available to fix the issue.

The MyGeek Standard Subscription Service also includes:

McAfee Virus Scan Plus;
20 GB Online Data Back-up.

We also offer the following Additional Subscription Services which you may subscribe for on a monthly basis and which each have an additional monthly charge (which will be advised to you when you make the order):

McAfee Internet Suite;
Other services as may be offered from time to time


You will need to give us 30 days notice to cancel any Additional Subscription Services you have subscribed for. Additional terms and conditions apply to these Additional Services and the terms and conditions applicable to each Additional Subscription Service are attached.

The MyGeek Standard Subscription Services and Additional Subscription Services are only available to customers who require technical support for home-related use.

Your subscription will cover a single PC or Apple Mac - you may have a maximum of 2 PC or 2 Apple Mac (or 1 PC and 1 Apple Mac) registered to your account. If you have 2 PCs or 2 Apple Macs (or 1 PC and 1 Apple Mac) registered on your account, you will benefit from a discount of 10% across both PC subscriptions. To register your PCs for the MyGeek Standard Subscription Service you will need to provide us with details of the PC(s) or Apple Mac(s) you wish to have covered by the MyGeek Standard Subscription Service.

You will have to commit to a minimum contract to obtain the MyGeek Standard Subscription Services from us. The length of this contract will be agreed at point of sale and confirmed to you via e-mail. After the end ofthe minimum period, the MyGeek Standard Subscription Services will continue indefinitely unless you give us one calendar month’s notice to cancel the MyGeek Standard Subscription Services. Notice of cancellation needs to be given by phone or in writing by post to our address at Geek Squad, 5 Portal Way, London W3 6RT.

We may cancel the MyGeek Standard Subscription Service at any time after the minimum contract period by giving you one month’s written notice of cancellation.

Please be aware that the MyGeek Standard Subscription Service is a remote only service and does not include us visiting your home.

The MyGeek Standard Subscription Service is available 24/7 every day.

The MyGeek Standard Subscription Service has no usage limit but we do operate a Fair Usage policy. We may raise additional charges if we believe that you are using the MyGeek Standard Subscription Service excessively without good reason, because we have reason to believe that services arebeing used for business purposes or because we believe that you are failing to taking appropriate steps to maintain and safeguard your IT system through, amongst other things, regular data back-up, running current virus software and adopting other appropriate security or maintenance procedures.

2. How To Get the MyGeek Standard Subsctription Services

2.1 You can access the MyGeek Standard Subscription Services at any time of day or night on 0800 049 1065.

2.2 Calls to our 0800 049 1065 number are free from a BT landline. Call costs from mobiles and other service providers may vary, please check with them for details. We may monitor and record calls to this number for quality and training purposes.

3. Our responsibility to you

Notwithstanding any responsibilities we may have to you under the Geek Squad Terms of Service, we will not be responsible to you for business-related IT issues including but not limited to support for file servers, file server operating systems, domain and active directory based networks, VPNs and WANs, Multi Subnet networks and complex firewall configurations. We will also not be responsible for matters identified as a problem with the provision of Internet services over a fixed, cellular or wireless data network by your Internet Service Provider (“ISP”). We reserve the right to refer you back to your ISP in this regard. We will also endeavour to assist you with mail services where possible but may need to refer you to your ISP if the issue is external to your PC or Apple Mac.

4. Charges and Payment

4.1 You will be advised of the charges for the MyGeek Standard Subscription Service in the e-mail confirming that services are to be provided.

4.2 Payment for the MyGeek Standard Subscription Service is only by way of a Direct Debit order against your account.

4.3 Details of our current prices and payment terms for each of our Services are at www.geeksquad.co.uk or you can call us on 0800 049 1065.

4.4 We do not send paper bills for the MyGeek Standard Subscription Services – all statements will be made available online at www.geeksquad.co.uk.

4.5 In the event that there is a late payment of our fees we reserve the right to charge a late payment fee. If there is non-payment for 28 days or more, we reserve the right to discontinue providing the MyGeek Standard Subscription Services to you.



Additional Terms: MyGeek Plus Subscription Service

These Additional Terms: MyGeek Plus Subscription Service are effective as at 1st May 2008.

These terms are in addition to the Geek Squad Terms of Service available at www.geeksquad.co.uk, and those terms and conditions are applicable to the additional services set out in these Additional Terms: MyGeek Plus Subscription Service.

1 MyGeek Plus Subscription Services

1.1 The following MyGeek Plus Subscription Service (as further detailed on www.geeksquad.co.uk) are to be provided to you by Geek Squad (“MyGeek Plus Subscription Service”). We will agree the scope of the MyGeek Plus Subscription Services to be provided to you and the applicable fee at the time you place your order with us which shall include:

a) a telephone based help facility giving you dedicated expertise to answer queries or problems you may have with your hardware, operating systems and applications;
b) a remote diagnostics facility to solve problems with any PCs that you have registered with us;
c) any other facilities as described at www.geeksquad.co.uk.

1.2 The MyGeek Plus Subscription Service allows a Geek Squad Agent to remotely access your computer to determine the problem and either repair it or provide advice on what options are available to fix the issue.

1.3 The MyGeek Plus Subscription Service also includes:

1.3.1 McAfee Virus Scan Plus;
1.3.2 20 GB Online Data Back-up.

1.4 We also offer the following Additional Subscription Services which you may subscribe for on a monthly basis and which each have an additional monthly charge (which will be advised to you when you make the order):

1.4.1 McAfee Internet Suite;
1.4.2 Other services may be offered from time to time.

1.5 You will need to give us 30 days notice to cancel any Additional Subscription Services you have subscribed for. Additional terms and conditions apply to these Additional Services and the terms and conditions applicable to each Additional Subscription Service are attached.

1.6 The MyGeek Plus Subscription Services and Additional Subscription Services are only available to customers who require technical support for home-related use.

1.7 Your subscription will cover up to 4 PCs or Apple Macs or any combination totalling 4. To register your PC(s) or Apple Mac(s) for the MyGeek Plus Subscription Service you will need to provide us with details of the PC(s) and / or Apple Mac(s) you wish to have covered by the MyGeek Plus Subscription Service.

1.8 You will have to commit to a minimum contract to obtain the MyGeek Plus Subscription Services from us. The length of this contract will be agreed at point of sale and confirmed to you via e-mail. After the end of the minimum contract period, the MyGeek Plus Subscription Services will continue indefinitely unless you give us one calendar month’s notice to cancel the MyGeek Plus Subscription Services. Notice of cancellation needs to be given by phone or in writing by post to our address at Geek Squad, 5 Portal Way, London W3 6RT.

1.9 We may cancel the MyGeek Plus Subscription Service at any time by giving you one month’s written notice of cancellation.

1.10 Please be aware that the MyGeek Plus Subscription Service is a remote only service and does not include us visiting your home unless specified in your confirmation e-mail.

1.11 The MyGeek Plus Subscription Service is available 24/7 every day.

1.12 The MyGeek Plus Subscription Service has no usage limit but we do operate a Fair Usage policy. We may raise additional charges if we believe that you are using the MyGeek Plus Subscription Service excessively without good reason, because we have reason to believe that services arebeing used for business purposes or because we believe that you are failing to taking appropriate steps to maintain and safeguard your IT system through, amongst other things, regular data back-up, running current virus software and adopting other appropriate security or maintenance procedures.

2. How To Get the MyGeek Plus Subsctription Services

2.3 You can access the MyGeek Plus Subscription Services at any time of day or night on 0800 049 1065.

2.4 Calls to our 0800 049 1065 number are free from a BT landline. Call costs from mobiles and other service providers may vary, please check with them for details. We may monitor and record calls to this number for quality and training purposes.

3. Our responsibility to you

Not withstanding any responsibilities we may have to you under the Geek Squad Terms of Service, we will not be responsible to you for business-related IT issues including but not limited to support for file servers, file server operating systems, domain and active directory based networks, VPNs and WANs, Multi Subnet networks and complex firewall configurations. We will also not be responsible for matters identified as a problem with the provision of Internet services over a fixed, cellular or wireless data network by your Internet Service Provider (“ISP”). We reserve the right to refer you back to your ISP in this regard. We will also endeavour to assist you with mail services where possible but may need to refer you to your ISP if the issue is external to your PC.

4. Charges and Payment

4.1 You will be advised of the charges for the MyGeek Plus Subscription Service in the e-mail confirming that services are to be provided.

4.2 Payment for the MyGeek Plus Subscription Service is only by way of a Direct Debit order against your account.

4.3 Details of our current prices and payment terms for each of our Services are at www.geeksquad.co.uk or you can call us on 0800 049 1065.

4.4 We do not send paper bills for the MyGeek Plus Subscription Services – all statements will be made available online at www.geeksquad.co.uk.

4.5 In the event that there is a late payment of our fees we reserve the right to charge a late payment fee. If there is non-payment for 28 days or more, we reserve the right to discontinue providing the MyGeek Plus Subscription Services to you.

GEEK SQUAD SUPPORT SUBSCRIPTION SERVICE: FULL TERMS

Geek Squad Services Agreement

Your Geek Squad package encompasses a set of services that includes the Geek Squad technical Support Service, the USB Loan Modem Service and the online backup service (together, the “Geek Squad Services”). this Agreement sets out your and our responsibilities in respect of the Geek Squad Services. McAfee’s End User Licence Agreement, which is located at www.geeksquad.co.uk/terms as amended from time to time , sets out your and their responsibilities in respect of McAfee’s VirusScan® plus services.

1. Definitions
1.1. Every time the words or phrases listed below are used in this Agreement, they shall have the following meaning:

• fees: means any sums payable by you to us under this Agreement.
• Geek Squad Technical Support Service: Means the telephony-based technical support service for the product.
• Product: Means the personal computer covered for the Geek Squad technical Support Services under the terms of this Agreement.
• us/we/carphone Warehouse: Means the person entering into this Geek Squad Services Agreement which, for the avoidance of doubt, must be the same, person whose name appears on.
• You/your: means the person entering into this Geek Squad Services Agreement which, for the avoidance of doubt, must be the same, person whose name appears on the Certificate.

2. Geek Squad Technical Support Services

2.1. the Geek Squad technical Support Service is only available for the product that is covered under the terms of this Agreement together with printers, routers, web cams, Mp3 players and scanners connected to your product.

2.2. the Geek Squad technical Support Service is subject to a fair usage policy and we may cease or suspend your use of the Geek Squad technical Support Service at any time if we have reason to believe that:

(i) you are using the Geek Squad technical Support Service over and above what would be reasonable use of this type of technical support service; and/or

(ii) that you are failing to take appropriate steps to maintain and safeguard your product.

2.3.The Geek Squad technical Support Service can be accessed by calling 0800 049 3048. Calls to this number are free when calling from a bt landline. Charges for calls made from mobile telephones/other networks may vary. please contact your service provider for details. Calls to the Geek Squad technical Support Service may be recorded and/or monitored.

2.4. the Geek Squad technical Support Service does not provide support on any of the following:

(i) File servers;

(ii) File server operating systems;

(iii) Domain & active directory based networks;

(iv) Virtual private network (VpN) & wide area networks;

(v) Multi-subnet networks;

(vi) Complex firewall configurations.

2.5. Your product must be fully licensed and meet the following minimum requirements:

(i) Windows xp / Apple Mac oS 10.4 (or a more recent version) operating system;

(ii) processor speed of 1.2 GHz or above;

(iii) 256Mb ram;

(iv) 2Gb available hard drive space;

(v) an available USB, Ethernet or wireless port; and

(vi) a compatible modem or, where applicable, wireless router.

Additionally, all the component parts must be fully working and your computer must be fully assembled in order for you to use the Geek Squad technical Support Service.

2.6. the following additional system requirements also apply for wireless networking:

(i) All computers to be networked must have a minimum of 10Mb of hard disk space and 32 Mb of rAM;

(ii) password(s) for operating systems and / or your Internet Service provider must be available at the time of service;

(iii) Your operating System disc and Key Code must be available at the time of service; and

(iv) All computers and peripherals to be networked must be installed and operational prior to the time of service, including connection any broadband modem.

2.7. the Geek Squad technical Support Service also includes “Remote Access Support”, whereby a member of the Geek Squad team (an “Agent”) can, if necessary, remotely access your product in order to determine the problem and either repair it or provide advice on what options are available to fix it. by using the Geek Squad technical Support Service, you allow Agents to provide any necessary remote Access Support.

2.8. You must have valid software licences for your operating system and all applications on your product. You must supply details of the relevant licence keys as and when requested by an Agent.

3. The loan USB Modem

3.1. the following terms apply where your Geek Squad package entitles you to a loan USB modem in the event that your internet connection ceases to work (a “loan USB Modem”).

3.2. A Loan USB Modem will be made available to you no more than twice in any 12-month period.

3.3. the loan period shall be for no more than 45 consecutive days, starting from the date on which you take receipt of the Loan USB Modem (the “loan Period”).

3.4. We will contact you to arrange delivery of your Loan USB Modem. please note that, although we will endeavour to deliver your Loan USB Modem within 5 days of your order, delivery may take longer and we will not accept any liability for any delays in delivering your Loan USB Modem.

3.5. You will be deemed to have taken receipt of the Loan USB Modem at the time a signature is obtained for its delivery by the courier service.

3.6. the Loan USB Modem provides a ‘pay-as-you-go’ access service to the internet, accessible through credit purchased in advance of usage of the Loan USB Modem (the “credit”). the Loan USB Modem shall be provided to you with a nominal amount of Credit pre-loaded for your use. once you have used this pre-loaded Credit, it shall be your responsibility to purchase further Credit to enable use of the Loan USB Modem.

3.7. You may be required to provide us with a deposit by credit or debit card authorisation prior to taking receipt of the Loan USB Modem. the level of deposit required and usage charges incurred (including but not limited to the pay-as-you-go changes for accessing the internet via the Loan USB Modem) will be in accordance with our current published rates at www.geeksquad.co.uk/terms from time to time.

3.8. the type of Loan USB Modem that shall be provided to you is subject to variation and we do not guarantee that it will provide similar speeds or have similar features to your existing modem.

3.9. once the Loan USB Modem has been received by you, all risk of damage to, or loss of, the Loan USB Modem shall pass to you.

3.10. Irrespective of delivery and the passing of risk in the Loan USB Modem, we shall at all times ownership of the Loan USB Modem. Whilst the Loan USB Modem is in your possession, you shall hold it on our behalf and keep it safe and identified as our property. You are responsible for returning the Loan USB Modem at the end of the Loan period using the prepaid envelope provided with the Loan USB Modem, complete and in good condition.

3.11. the Loan USB Modem must be returned to us, to be received by us no later than two working days after the end of the Loan period.

3.12. If you fail to return the Loan USB Modem in accordance with clause above or clause below, as applicable, we shall be entitled to keep your deposit (if any) and, in addition, charge you for any additional amount up to the retail value of the Loan USB Modem (which shall not exceed £200) through any debit card or credit card provided by you.

3.13. If this Agreement has been cancelled or terminated for any reason, all rights to obtain a Loan USB Modem will cease from the date of that termination or cancellation.

3.14. If your Geek Squad policy has been cancelled or terminated for any reason whilst you are in possession of a Loan USB Modem, you must return the Loan USB Modem with immediate effect, to be received by us no later than the earlier of

(i) 5 days after the cancellation or termination of this Agreement; or (ii) two working days after the expiry of the Loan period.

4. Online Backup

4.1. For the term of this Agreement, you will be entitled to our online backup services at no extra charge, subject to acceptance by you of our online backup terms and Conditions, which are located at www.geeksquad.co.uk/terms as amended from time to time. We will contact you with instructions on how to register.

4.2. If this Agreement has been cancelled or terminated for any reason, all rights to obtain our online backup services at no additional charge will cease from the date of that termination or cancellation.

4.3. You may cancel your agreement for our online backup services within 7 working days of the day after accepting our Online Backup Terms and conditions and prior to first using such services under the consumer Protection (distance Selling) Regulations 2000. However, as these services are provided at no extra cost, you will not be entitled to any refund if you cancel under these regulations.

5. McAfee

5.1. For the term of this Agreement, you will be entitled to McAfee’s VirusScan® plus services at no additional charge, subject to acceptance by you of McAfee’s End User Licence Agreement, which is located at www.geeksquad.co.uk/terms as amended from time to time. The VirusScan® plus services are provided by McAfee to you and we accept no liability in respect of your use of such services. McAfee will contact you with instructions on how to register.

5.2. If this Agreement has been cancelled or terminated for any reason, all rights to obtain McAfee’s VirusScan® plus services at no additional charge will cease from the date of that termination or cancellation.

5.3. You may cancel your agreement for McAfee’s virusScan® Plus services within 7 working days of the day after accepting McAfee’s end user licence

Agreement and prior to first using such services under the consumer Protection (distance Selling) Regulations 2000. However, as these services are provided at no extra cost, you will not be entitled to any refund if you cancel under these regulations.

6. Your Responsibilities

6.1. You must pay the Fees promptly, as and when they fall due.

6.2. You agree to follow the Agent’s reasonable instructions, including in respect of any security instructions. this may include installing any equipment or software that they advise and following any other reasonable instructions that they may give you about the service they provide.

6.3. You must back up all software and data stored on your product prior to using the Geek Squad Services.

6.4. You agree that prior to using the Geek Squad Services, it is your entire responsibility to protect your product and to backup all data, software, information and other files that are stored on any and all computer disks and drives you may have.

6.5. If you are unable to comply with any of the above requirements, we may be unable to or will be entitled to decline the provision of the Geek Squad Services to you.

7. Our Responsibility To You

We will use reasonable skill and care to provide and maintain the availability of all the Geek Squad Services.

8. limitation Of liability for The Geek Squad Services

8.1. We shall not be responsible for the repair or replacement of any equipment that is faulty (as reasonably diagnosed by us during the provision of their service to you) other than where this is specifically covered by the terms of your policy.

8.2. We shall not be liable for any failure by you to follow our reasonable advice, recommendations or instructions.

8.3. We shall not be liable where we are unable (using reasonable effort) to provide you with the Geek Squad Services to you as | a result of any event that is outside our reasonable control.

8.4. Other than for death or personal injury or for fraud or fraudulent misrepresentation, any liability we have of any sort (including any liability because of our negligence) is limited to the greater of the amount paid by you to us under this Agreement in the 12 months preceding the rise of the liability in question and £250.

8.5. If you are a business customer, please note that, other than for death or personal injury, we shall not be liable to you under, or in connection with this Agreement whether or not as a result of our negligence in contract, tort, pre-contract or other representations or otherwise for any indirect or consequential loss, loss of business, revenue, profits, savings you expected to make, contracts, expenses, or for any other purely financial loss.

8.6. Each provision of this clause excluding or limiting liability operates separately. If any part is disallowed, or is not effective, the other parts will continue to apply and they continue to apply notwithstanding the expiry or termination of this Agreement.

9. Cancellation

9.1. If you cancel this Agreement within your Cooling off period, you will be entitled to a full refund of any Fees you have paid in respect of this Agreement.

9.2. Your contract for the Geek Squad technical Support Service is for a minimum period of three months. this means that, even if you don’t cancel this Agreement within the Cooling off period, but you decide that you want to cancel at a later date, you can do so still cancel at any time after the first three months of your subscription. Although there is no charge for canceling this Agreement outside of the Cooling off period, please note that we cannot refund any part of any Fees which you may already have paid, unless you have paid any such Fees for a full year in advance, in which case you will be entitled to a refund of any such Fees, subject to a deduction for the time during which the Geek Squad Services have been provided. this will be calculated on a pro rata basis.

9.3. You can cancel this Agreement in 3 different ways:

(i) online at: www.geeksquad.co.uk/cancel 

(ii) by writing to:

Geek Squad,
PO Box 358,
Southampton,
SO30 2PJ;

or

(iii) by calling 0800 049 3048. Calls to this number are free from a bt landline. Charges for calls made from mobile telephones/other networks may vary. please contact your service provider for details. Calls to this number may be recorded and/or monitored.

9.4. We shall be entitled, at our sole discretion, to suspend or terminate this Agreement with immediate effect in the event that you are in breach of any of the terms of this Agreement (including but not limited to your obligations under clause above) and you fail to correct such a breach within 7 days of receipt of any notice to you that you correct such a breach.

9.5. Without prejudice to our rights under clause above, we shall also be entitled to terminate this Agreement at any time by giving you no less than 30 days notice of such termination.

9.6. Any notices given by you to us and by us to you shall be deemed to have been received in accordance with the notice provisions outlined in clause below.

10. Your Personal Information

10.1. We, our associated companies and agents may use the information you give us to manage your Geek Squad Services. We may share your information with other organisations to monitor our performance, carry out research, create statistics and/or to prevent crime. We may also share your information with organisations from whom you have requested services or which are providing services under this Agreement on our behalf.

10.2. We may transfer your information to any country, including countries outside the European Economic Area, for any of the purposes shown above and for administration purposes. If we share your information, we will make sure that anyone we pass your information to agrees to treat your information with the same level of protection that we do. If you give us information about another person, you confirm they have given you permission to provide it to us and for us to be able to process their personal information (including any sensitive information (such as medical history). You must also confirm that you have told them who we are and what we will use their information for. You have the right to see and correct any personal information we hold about you. However, we will charge a fee for this service.

10.3. In order to provide the Geek Squad Services, we may need to collect information from you, which the Data protection Act defines as sensitive (such as your medical history or criminal convictions). by taking out this policy, you give us your permission to process sensitive information and share it with our agents.

10.4. to prevent and detect fraud, we may share information about you with other organisations, including the police, carry out credit searches and extra fraud searches and check your details with fraud-prevention agencies.

10.5. If you give us false or inaccurate information and we suspect fraud, we will record this. If you ask, we can give you details of the databases we use or contribute to.

11. General

11.1. If we need to send you notices or if you need to send us notices, other than as provided in clause above, these notices must be in writing and can be delivered by hand or first-class post to the other’s address, as shown on the Certificate. ‘In writing’ also includes:

(i) by text messages from us to your mobile-phone number; or

(ii) by e-mail from us to you at the address you give.

11.2. Notices sent by first-class post will be considered to have arrived at their destination 48 hours after they are posted and notices delivered by hand or given by SMS or e-mail shall be deemed to have been delivered the day after the day the notice is sent and notice given by telephone (which shall only be accepted in respect of notices given under clause above) shall be deemed to have been delivered during the course of the telephone call.

11.3. We may change the terms and conditions of this Agreement at any time. If a change puts you at a major disadvantage or increases any fees payable under this Agreement to which you may subscribe), we will give you notice of that change either:

(i) in accordance with the provisions of clause above; or

(ii) by publishing that change on our website (www.carphonewarehouse.com); either of which shall constitute valid notice of such change.

11.4. We may use third party organisations to provide any of the services under this Agreement on our behalf.

11.5. If you break any of the terms of this Agreement, and we choose to overlook it, we can still terminate this Agreement if you break its terms again.

11.6. If either of us cannot do what we have promised under the terms of this Agreement because of something beyond our reasonable control such as lightning, flood, exceptionally severe weather, fire, explosion, war, civil disorder, industrial disputes, acts or omissions of persons for whom we are not responsible (including other telecommunication providers), or acts of local or central Government or other competent authorities, such party will not be liable for this.

11.7. Nobody but you and us can benefit from this Agreement under the Contracts (rights of third parties) Act 1999.

11.8. You may not, but Carphone Warehouse may, assign, charge or otherwise dispose of its rights under this Agreement. Any attempt by you to do so shall be void.

11.9. Each of the conditions of this Agreement is separate from the others. If one part of a condition is not valid, the rest of the Agreement still applies.

11.10. relevant United Kingdom law will apply to this Agreement and the relevant courts of the United Kingdom will have exclusive jurisdiction in relation to this Agreement.

11.11. Calls to our telephone numbers will be charged at standard rates and may be monitored and/or recorded.