CrC (London) Limited t/a Pocket Geek® Tech Repair Services – Terms & Conditions – Last updated: 06/01/2025
These are the terms and conditions on which we supply our services to you (“Terms”). Please read them carefully before confirming that you want us to perform the services. By confirming that you want us to perform the services you agree to be bound by these Terms. If you have any questions about them, please contact us using the details below or ask your CrC (London) Limited representative. We will only perform repair services for individuals who are 16 years of age or older. 1. WHO WE ARE & HOW TO CONTACT US 1.1. We are CrC (London) Limited t/a Pocket Geek® Tech Repair. We are a company registered in England and Wales. Our company registration number is 08040156 and our registered office is at 103 High Street, Waltham Cross, Herts, EN8 7AN. Our registered VAT number is 109 210 063. 1.2. You can contact us by telephoning our customer service team on 020 7345 5323 or by writing to us at repair@crclondon.co.uk or Unit 18 (Post 6) Surrey Quays Shopping Centre, Redriff Road, London, SE16 7LL. 1.3. If we have to contact you we will telephone or email you using the contact details which you have provided to us. If your contact details change you should let us know immediately via any of the contact methods above. 2. OUR CONTRACT WITH YOU 2.1. Your confirmation that you want us to proceed with the Services at the price we have quoted will be treated as an offer to purchase the Services. A contract will only come into existence between you and us when you complete the service check in form confirming the Services you have asked us to perform, and the price agreed. We will send you a confirmation email with details of the Services and the agreed price, if you believe that any information in the confirmation email is wrong you must tell us immediately so that we can correctly capture the Services you want performed and the price agreed. 2.2. Unless you or we cancel the contract in accordance with paragraphs 2.3, 3.2, 3.4 or 4.2 of these Terms, it continues until we have repaired your Device or otherwise returned it to you and we have received payment from you, whichever is later. 2.3. We have the right to cancel the contract if, on inspection of your Device we find that it has been subject to dismantling, repairs or modifications prohibited by the manufacturer or if any serial or IMEI number has been defaced or removed. 3. HOW WE PERFORM THE SERVICES 3.1. We will perform the Services using reasonable skill, diligence, due care and attention. 3.2. When you complete the service check in, we will provide an estimated timeframe for completion of the Services. Whilst we will use reasonable efforts to meet that timeframe, it is only an estimate and we are not responsible to you for any delays which are outside of our reasonable control (for example, a shortage of parts). If there is a risk of substantial delay, we will contact you promptly to let you know and if you are unhappy with the delay, you may contact us to cancel the contract and collect your Device. 3.3. If your Device has a passcode lock you either need to disable it before we start the repair or tell us what it is so that we can test the Device pre and post repair. If you prefer you can enter the passcode yourself, but this will mean that you need to remain in the store whilst the testing is performed both before and after the repair. In all cases we recommend that you change your passcode when you have collected your Device. 3.4. In the performance of the Services, we may have to restore your Device to the manufacturer’s settings. This may delete data and settings on your Device. Where your Device has been unlocked for use on all networks, it can also result in the Device returning to locked status. Please ensure that any important data on your Device is backed up before we start the Services. We do not accept any responsibility for loss of data on your Device or for any fees you must pay to unlock your Device following our repair. 3.5. We cannot guarantee that we will always be able to successfully repair your Device, and we may conclude that your Device is beyond economical repair. When either of these situations occur, we will contact you to arrange for you to collect the Device and you may be charged for the Services, subject to Paragraph 4.1. 3.6. Please note that our repair may void your manufacturer’s warranty and that, following a screen repair, any waterproofing or resistance cannot be guaranteed. 4. PRICE AND PAYMENT 4.1. We will tell you the price for the Services when you complete the service check in form and that agreed price will be set out in our confirmation email. Sometimes when we start a repair, we may find further faults or damage with your Device which fall outside the scope of the Services and price we agreed. If this happens, we will contact you and confirm what additional fee is payable if you want us to perform the additional repairs. We won’t carry out the additional repairs until you have notified us that you accept the new price quoted. If you reject any quoted price after engineer inspection has taken place, you may be liable to pay an inspection fee to retrieve your device. If you are unable to pay this inspection fee, we may have to retain your device. See paragraph 4.2 for more information. 4.2. The price is payable on completion of the Services. All repairs must be paid for in full when you collect your Device. If you fail to make payment in full on collection, we will automatically cancel the contract with you and we will not release your Device to you until we have received payment in full. If, after a reasonable time, we have still not received payment from you then, without prejudice to any other rights that we may have, we may sell your Device to recover the unpaid amounts. We will only sell your Device in these circumstances where we have first given you at least 7 days’ notice of our intention to do so. If the price we receive for your Device exceeds the monies you owe us, we will pay you the excess once we have deducted our reasonable costs for selling the Device. 4.3. Price Matching is available for selected Repairs, either before you buy, or up to 7 days after purchase. The lower price Repair must be identical to our offering (for example the same make, size, colour, model number etc. of the repair device or the parts used to carry out the repair). We will match against any other UK Retailer store or website, including offer-code discounts, excluding exclusive discounts such as NHS/Student discounts, paid membership or subscription discounts, pricing errors, third-party marketplaces, and loyalty or reward schemes. The competitor must have the Service readily available, verifiable with physical or digital proof, and we reserve the right to refuse a price match if we suspect fraudulent or unauthorised activity by the customer or competitor. 4.4 Price Matching is available for selected Items, either before you buy, or up to 7 days after purchase. The lower price Item must be identical to our offering (for example the same make, size, colour, model number etc.). We will match against any other UK Retailer store or website, including offer-code discounts, excluding exclusive discounts such as NHS/Student discounts, paid membership or subscription discounts, pricing errors, third-party marketplaces, and loyalty or reward schemes. The competitor must have the Item in stock and ready for delivery, verifiable with physical or digital proof, and we reserve the right to refuse a price match if we suspect fraudulent or unauthorised activity by the customer or competitor. 5. COLLECTION OF YOUR DEVICE 5.1. When we have finished performing the Services we will email or phone you to let you know that your Device is ready for collection. You agree to collect your Device when requested to do so within 7 days of us notifying you it is ready for collection. You must collect your Device during store opening hours. You must be the person collecting your Device, if for any reason you are unable to collect your Device you must contact us immediately so that we can discuss what options are available to help you. 5.2. If you do not collect your Device within 7 days or agree an alternative arrangement with us we will keep your Device for a maximum of 28 days. After that period has expired, without prejudice to any other rights we may have to recover payment for our Services, we may sell your Device. We will only sell your Device in these circumstances where we have first given you at least 7 days’ notice of our intention to do so. If the price we receive for your Device exceeds the money you owe us, we will pay you the excess once we have deducted our reasonable costs for selling the Device. 6. CrCollect, Pickup & Drop-Offs & Come To You Services If you have selected one of the listed services here, the following applies: 6.1. If factors outside of CrC (London) Limited t/a Pocket Geek® Tech Repair’s responsibility prevent successful completion of the repair, payment for services rendered relating to logistics fees will still apply. This includes the customer being unavailable at the time of appointment, any incorrectly provided details such as the address, the faults selected, and the model or colour selected. 6.2. On-Site Repair Appointments: customer appointments are not scheduled to an exact hour due to logistical constraints. We provide appointment windows, typically offering either an AM or PM slot. However, you are requested to keep the entire day free to account for potential traffic delays or unforeseen circumstances. 6.3. If you need to cancel your appointment, a minimum of 48 hours’ notice is required to avoid incurring any fees. 6.4. Callout charges may apply depending on geographical location. However, charges may be waived if agreed upon as part of a specific offer or if the customer resides within a designated free callout area. Any applicable callout charges will be clearly communicated prior to the appointment and specified in the booking confirmation. 6.5. You are expected to fulfil the following responsibilities to ensure a smooth and efficient repair process: Accurate Information: Provide accurate and complete information about the device and its issues at the time of booking. This includes details about any previous repairs, symptoms, and any steps taken prior to the appointment. Device Accessibility: Ensure that the device is readily accessible at the scheduled appointment time. This includes being in a location where the technician can easily reach the device and being available to discuss the issues. Location Accessibility: Confirm that the appointment location allows for safe and legal access, including parking availability. Customers should not schedule appointments in no-parking zones or areas that may restrict access for our technicians. Data Backup: It is the customer’s responsibility to back up all data stored on the device prior to the appointment. CrC (London) Limited t/a Pocket Geek® Tech Repair cannot be held liable for any data loss during the repair process. Clear Communication: Inform the technician of any changes in the device’s condition or additional issues that may arise before or during the appointment. 6.6 Logistics Services – CrC (London) Limited are not liable for any losses made as a result of any failure in the delivery services. Our parcels are insured for the full value of the physical contents; however, we can only make payments for any lost/damaged packages upon successful insurance claim against the logistics provider involved, and any lost Data is not covered under this section. Estimated delivery times are set based on the service provided by the logistics provider and are a guideline only. Tracking is provided and updates will be available on the logistics provider’s website. 6.7 Logistics Services – If the customer is not available during their first scheduled pickup time, one more appointment may be scheduled for free, and any further unavailability from the customer will result in a loss of their Logistics fees. If the customer is not available during a drop-off attempt by the logistics provider, the provider will attempt a second delivery before returning to sender, upon which the customer may collect from their nearest store, or reschedule delivery for a fee. 7. LIMITATION OF LIABILITY 7.1. Although we will provide the Services with reasonable skill and care, we make no promise that the Services will meet your exact requirements or that they will always be available. 7.2. Nothing in these Terms limits or excludes our liability for death or personal injury caused by anything we have or have not done and nothing in these Terms limits, excludes or restricts your consumer rights under UK law. 7.3. Subject to paragraph 6.2 above, we shall not be liable to you for any loss of damage you suffer where: 7.3.1. despite using reasonable efforts, we are unable to provide the Services as a result of any event outside our reasonable control; or 7.3.2. the loss or damage is related to your business, for example, loss of profits; or 7.3.3. something you have, or have not, done is the main cause of the loss or damage; or 7.3.4. the loss or damage is not reasonably foreseeable. 8. YOUR PERSONAL INFORMATION In order for us to provide the Services you must provide us with your name, phone number, address, payment details, device details and other requested information. Details of what personal information we will collect from you and how we will process and protect your Personal Information can be found in our Privacy Policy. 9. CrC® GUARANTEE With the exception of liquid damage repairs, all of our Device repairs come with the CrC® Guarantee as standard and free of charge to you. This guarantee is in addition to your legal rights under UK consumer law and does not affect them. What it covers The CrC® Guarantee applies to a specific device as identified by its unique IMEI or serial number and covers the Device for any recurrence of the original fault and for the part replaced or repaired for the warranty period. Additional faults which arise are not covered under this guarantee nor is accidental damage. Our promise We promise that if the original fault recurs or the part we repaired or replaced fails within the applicable warranty period, we will repair or replace it for you free of charge. The table below sets out which warranty period applies for each repair type: Screen repairs – Smartphone/Tablets: Lifetime Warranty Other devices (e.g. laptop): 12-month Warranty Other repairs – Logic board repair: 3-month Warranty Battery replacement: 3-month Warranty Data recovery: 3-month Warranty All other component repairs and/or replacements: 12-month Warranty Note that, if at any point after the Service you undertake a repair on your device with another Service Provider that isn’t Pocket Geek Tech Repair or the original Manufacturer of your device, any warranties provided by CrC (London) Limited will be void and services will be chargeable. |
CrC (London) Limited Services Privacy Notice CrC (London) Limited t/a Pocket Geek® Tech Repair value the privacy of individuals who use our repair services. This Privacy Notice helps you understand what personal information we collect from you, how we use it, who we will share it with and what privacy rights you have. This Notice applies to information we collect from you in relation to the performance of device repair services (“Services”) only. Please remember that in addition to this Notice, your use of the Services is also subject to the CrC (London) Limited Repair Services Terms & Conditions. It is important that you read both this Notice and the CrC (London) Limited Services Terms & Conditions. By confirming that you want us to provide the Services to you, you are agreeing to us collecting and using your personal information in accordance with this Notice. If you do not wish for us to collect and use your personal information in accordance with this Notice, unfortunately, we are unable to perform the Services for you. Who are we? CrC (London) Limited t/a Pocket Geek® Tech Repair is a company registered in England and Wales company registration number 08040156. If you have any questions about this Privacy Notice, including any requests to exercise your legal rights please contact us at repair@crclondon.co.uk or Unit 18 (Post 6) Surrey Quays Shopping Centre, Redriff Road, London, SE16 7LL What information do we collect? We collect personal information about you when you visit one of our stores or if you communicate with us via phone, email or social media. If you want us to perform a repair on your device, we will ask that you provide: Your full name When you contact us directly about the Services, by phone, email or social media we may collect additional information about you, such as the content of the message or any attachments you choose to provide to us. How do we use your information? We will only use your personal information for the following purposes, unless we have received your consent to use your information for a purpose outside of the performance of the Services: To make our products and services available to you and provide the Services which you have requested; We will only process your personal information where we have a valid “legal basis”. These include: Consent. You have consented to the use of your personal information, for example, where you provide us with your device passcode to allow us to access your device to perform tests pre and post repair and to perform the repair itself. Performance of a contract. We need your personal information to provide you with the Services, for example to perform the repair and contact you to confirm when your device is ready for collection. Compliance with a Legal Obligation. Where we have a legal obligation to use your personal information, for example to comply with tax and accounting obligations. Overriding Legitimate Interests. Where we or a third party have a legitimate interest in using your personal information which overrides your interests and individual rights. In particular, we have a legitimate interest in using your personal information to respond to any comments or complaints you send us and otherwise to improve the safety, security, and performance of our Services. We only rely on our or a third party’s legitimate interests to process your personal information when these interests are not overridden by your rights and interests. Who do we share your personal information with? We may share your personal information with Assurant Co. Limited who run the Pocket Geek Tech Repair franchise. Assurant Co. Limited are only permitted to use and/or share your personal information in accordance with this Notice. Here is the policy we apply to those organisations to keep your data safe and your privacy is protected: We provide only the information required to perform their specific services We may also share your personal information in the following circumstances: Service providers. We may share personal information with service providers retained in connection with the provision of our services. Such third parties include Service Central Technologies, Inc. Atlanta, GA. USA Insurers/protection plan providers. Where your device is covered by an insurance policy or protection plan and we are repairing it following a successful claim you have made under that policy/plan, we will share your personal information with the relevant insurer or protection plan provider. You should consult the privacy notice for your insurance policy or protection plan for details of how your insurer or protection plan provider will use your personal information. As required by law and similar disclosures. We may disclose your personal information if we believe doing so is required or appropriate to International Data Transfers During the provision of the Services, we may transfer Personal Information outside the European Economic Area and the UK to countries that have not been determined by the European Commission to provide an adequate level of protection, in particular the United States. In any such transfer to the United States, we will ensure that appropriate Standard Contractual Clauses are in place. To obtain a copy of the relevant transfer mechanism or additional information about transfers, please send us your request by using the contact information set out at the top of this Notice.
Uncollected Devices Policy Collection and Storage of Devices Initial Collection Period
Customers will be notified via phone when their Device has been repaired and is ready for collection Devices must be collected within 90 days of the completion notification and will remain in store during this period We will make reasonable attempts to contact the customer via phone during this period
Transfer to Head Office Storage
After 90 days, uncollected devices will be transferred to our Head Office for secure storage Any delivery from our Head Office will incur additional charges as per our standard delivery rates Storage fees may apply for extended storage periods
Abandonment Period
Devices that remain uncollected for 12 months from the date of completion notification will be deemed abandoned After 12 months, CrC (London) Ltd reserves the right to dispose of abandoned devices through recycling or other appropriate means
Outstanding Payment Recovery
For devices with unpaid repair balances, if the device remains uncollected for 12 months from completion:
The device will be deemed abandoned CrC (London) Ltd reserves the right to sell the device to recover outstanding repair costs and storage fees
Customer Responsibilities
It is the customer’s responsibility to collect their device within the specified timeframes Customers must ensure their phone number is current and they can be reached for collection notifications In the event a customer claims they were not notified of completion, it remains the customer’s responsibility to contact us within the first 90 days to check on the status of their repair CrC (London) Ltd accepts no liability for devices deemed abandoned under this policy
How long do we keep your personal information? We keep your personal information for a period of six years after we have completed performance of the Services or for as long as you are a customer unless we are required by law to keep the information for a longer period. Your privacy rights You have the right to: ● Request what personal information we maintain about you and request that we update and correct inaccuracies in your personal information; ● Request for your personal information to be removed where we have no lawful basis for holding this information; ● Restrict or object to the processing of your personal information, have your information anonymized or deleted, as appropriate, or exercise your right to data portability to easily transfer your personal information to another company; ● Withdraw any consent you previously provided to us regarding the processing of your personal information. We will apply your preferences going forward and this will not affect the lawfulness of the processing before you withdrew your consent; and ● Lodge a complaint with a supervisory authority, including in your country of residence, place of work or where an incident took place. You can make a complaint to your supervisory authority, however, we hope that you would consider raising any issue or complaint you have with us first. You may exercise these rights by contacting us using the contact details set out at the beginning of this Notice. Please note that before providing any personal information to you or another person on your behalf, we may ask for proof of identity and sufficient additional information about the Services we have performed for you or our previous communications with you to enable us to locate your personal information and verify your identity. Data Retention We retain personal information you provide as needed to provide the Service. We may retain your personal information if retention is reasonably necessary to comply with our legal obligations, to meet regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce this Notice or the CrC (London) Limited Services Terms & Conditions. We may retain personal information for a limited period of time if requested by law enforcement. We may retain information for as long as is necessary to provide support-related reporting and trend analysis only, but we generally delete or de-personalise transaction-related data consistent with this Notice. Once personal information is anonymised, we may retain and use such information. Where we process personal information in connection with performing the Services, we keep the data for 6 years from your last interaction with us. Information Security We have implemented safeguards designed to protect your personal information in accordance with industry standards. We have measures in place to restrict access to personal information to those individuals who we know have a valid business purpose to have access to such data. We maintain physical, electronic and procedural safeguards. We follow generally accepted standards designed to protect the personal information submitted to us, both during transmission and once we receive it. We require those who provide services for us and to whom we provide personal information collected through the Services to keep such information secure and confidential. However, no method of transmission over the Internet or method of electronic storage is totally secure. Therefore, we cannot guarantee its absolute security. Important Information 1. Minimum age We do not knowingly collect personal information from anyone under the age of 16. You must be at least 16 years of age to use the Services. 2. Changes to this Notice We may update this Notice from time to time. If we make any changes to this Notice that affect you as a current customer using our Services we will notify you by email or by means of a notice through the Service, so that you may review the changes before you continue to use the Service. Please review changes carefully. 3. Contact Us For customer enquiries or for questions or comments regarding this Notice, please contact us by writing to us at repair@crclondon.co.uk
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