TERMS OF USE:  Red Powerline Products and services

1. Our Services

1.1 Red Powerline Limited provides  home networking and technical support services - for further information please review the Red Powerline website www.redplc.co.uk.

2.1 Our services can be delivered either at our premises at 20a West Park, Harrogate, HG3 1LS; at your home or over the phone.

2.2 The office operating hours are between 9:00am and 6:00pm, Monday through Friday; Home visits need to be pre-arranged and take place between the hours of 8:00am and 8:00pm. Remote telephone assistance can also be provided within the office operating hours.

1.3 If you wish to make any appointments outside of the operating hours, an additional fee will be charged.

1.4 Red's subscription services provide dedicated expertise to answer queries or problems with your hardware, operating systems or applications.

2. Right to Cancel

2.1 Your contract is made with Red Powerline Limited on the day you place your order or subscribe to one of our service packages.

2.2 You may cancel or reschedule a home visit at any time up to 24 hours before the agreed appointment time, without incurring any charge.

2.3 If you are unable to keep a home service appointment and do not notify us within the required time, we may charge you for a missed appointment.

2.4 All Subscription Services, are provided on  a minimum three month contract which continues indefinitely unless given one month's notice of cancellation in writing by post to our address at Red Powerline Limited, P.O. Box 634, Harrogate, HG1 9GD. If you cancel a Subscription Service which offers On-Line Back-up, it is your responsibility to make sure you have made your own back-up of your on-line data. We will not keep your data once the Back-Up service has ceased. For the avoidance of doubt Red Powerline has limited liability for any back up data service. This is limited to the fee charged for the service. Where a service is terminated there is no liability and charges maybe incurred if the data required technical resources to port to another location.

2.5 Red Powerline Limited reserves the right to cancel your Subscription Service at any time after the minimum three month contract period by giving you one month's notice of cancellation, in writing. Red Powerline also reserves the right to cancel the Subscription service immediately if there any outstanding fees that have not been paid in full. Where an item is in query it must be agreed and documented to avoid disconnection due to non-payment.

3. Charges and Payment

3.1 All prices are quoted inclusive of VAT, except where stated.

3.2 Payment for the Subscription Service can only be made by Direct Debit order against your account. In the event of a delay in payment, we reserve the right to levy a late payment fee. If payment is not received for more than 14 days, the contract will have effectively been terminated but we reserve the right to re-instate the service if the late payment fee has been paid in full..

4. Data Protection

4.1 We respect your personal information and adhere to Data Protection Legislation.

4.2 Your information will be held and used by us to provide you with the agreed service and will only be shared with third parties in the delivery of order processing, administering and billing your account.

4.3 We may retain data which you provide to us or we obtain through third party data prodivers, however, this data will strictly be used for our own marketing purposes only and to help us continuously improve our service offering and send you information on new developments and special offers, from time to time.

5. Your Responsibilities

5.1 You are expected to back up your software and data prior to receiving any technical support from us on or in connection with your computers(s), either on-site or remotely. It is your responsibility to protect your personal computer(s) and to back up all data, software and files that are stored on the disk(s) or drive(s).

5.2 You must agree to follow our reasonable instructions pertaining to the service we provide.

5.3 For the Subscription Service, you will be required to give our technical staff consent to access your computer remotely before the actual provision of this service. If you do not agree to give consent, we will be unable to provide this service to you.

5.4 For home visits, you must give your consent for our technical staff to gain full access to the technical equipment that requires servicing. If our technician arrives at your premises and is refused this consent, you will incur a call-out charge even if there has been no service carried out on your equipment.

6. Our Responsibility to You

6.1 We may not be able to advise you on all the issues or repair and solve all the required problems. In such an event, we will refund you part, or all, of the applicable fee paid by you. If, however, we cannot fulfil any service requirements, which fall outside of the scope of our services, we will not be liable for paying any refunds.

6.2 Our technical staff will endeavour to be punctual with their appointment times at your home, however, we cannot guarantee they will arrive on time on every occasion. If they are delayed, they will contact you a reasonable time in advance to inform you of anticipated delays. We will not be responsible for missed appointments due to factors beyond our control - we will reschedule that appointment for the earliest possible date.

7. Subscription Service

7.1 The Subscription Service incorporates a remote diagnostic facility to monitor and solve problems with your PC and networking system. This Subscription Service allows our technical staff to remotely access your computer or any other equipment connected to the network, to determine the problem and either repair or advise on the requirements.

7.2 By using this Service, you are giving permission to our technical staff to log into your computer, which may contain personal information. Our qualified experts will only search your computer to determine the cause of the problem and will attempt to limit their interaction with your files. It is therefore your responsibility to ensure all of your files are secure to prevent any type of data loss or corruption.

7.3 If you subscribe to the Gold Subscription Service you will receive on-line back-up and remote access for data held on your personal computer and home network. When using this service you will need to ensure that the software we provide you with is running and that your computer is connected to the internet. You will be responsible for retaining all relevant passwords and encryption keys.

7.4 We will always endeavour to assist you to the best of our professional ability, however, we cannot guarantee that we will be able to solve or advise you on all problems, e.g. corrupted files.

8. General

8.1 In the event that we cannot deliver what we have agreed due to influences beyond our reasonable control, we do not accept any liability or responsibility.

8.2 You may not transfer the whole or any part of your Subscription Service without our prior written consent.

8.3 If you have a complaint or query regarding any aspect of our service, please call us on 0845 643 9913 or write to us at Red Powerline Limited, P.O. Box 634, Harrogate HG1 9GD. Please include your name, address, telephone number and customer number (if applicable) in all your correspondence.

8.4 We aim to resolve your queries within 7 days of receipt of correspondence.

8.5 Any notice, which has to be given under these Terms of Service, shall be sent in writing by post, to the address provided in 7.3.