When you the customer book any of the above services from Smallworld you are entering into a contract. The following terms should be read carefully as they set out our obligations to you and also what you are agreeing.
The contract, and the service visit, is not legally binding until 17:30 the day before the service visit is due. For a service visit scheduled on a Monday the order becomes legally binding at 18:00 the Friday before. You may cancel at any time up to this point and claim a full refund by contacting the Smallworld Call Centre on 08000 706 150.
Smallworld Home Services Terms & Conditions
The following Terms & Conditions cover services listed below, please take time to read and understand them.
- Home Telephone Extension Service
- Home PC Health Check Service
- Drop Off PC Health Check Service
- Home Set-up my PC
- Home Set-up my Wireless Network Service
- Home Set-up my X-Box / PS3 On-Line Service
- Home Set-up my TV Service
- Home Set-up my Home Cinema Service
Our Agreement with You
When you the customer book any of the above services from Smallworld you are entering into a contract. The following terms should be read carefully as they set out our obligations to you and also what you are agreeing.
The contract, and the service visit, is not legally binding until 2:30pm the day before the service visit is due. For a service visit scheduled on a Monday the order becomes legally binding at 2:30pm the Friday before. You may cancel at any time up to this point and claim a full refund by contacting the Smallworld Call Centre on 08000 706 150.
Fees and Payment
Payment will be deducted at the point you book a service with the Smallworld Call Centre. Any refunds will be made to the credit or debit card used for the purchase.
Booking Service Slots
Appointments for a Smallworld Technician to visit your home can be made for a specific day, Monday to Friday, and our Technician will visit you between 8.30am and 5.00pm. Appointments are subject to availability and will be allocated on a first come, first served basis.
Our Smallworld Technician will call you on the morning of the appointment between 8.00am and 10.00am to advise you of the estimated time of arrival. The Smallworld Technician will try and be as specific as possible but may only be able to give an indication of arrival time (i.e. AM or PM)
Sometimes it may be necessary to re-schedule an appointment due to a situation beyond our control. If this is required, we will call you to arrange another appointment as soon as possible at a convenient time that suits both parties. In the unlikely event we do have to re-schedule an appointment at any time you are entitled to cancel your order and claim a full refund for the service affected.
We may need to arrange repeat home visits to fix a more complex problem.
Cancelling or Changing an Appointment
You may cancel or try to change a home appointment at any time before 2:30pm the day before the appointment date (or the Friday before for a Monday appointment). If you cancel before 2.30pm on the day prior to the appointment (or the Friday before for a Monday appointment) Smallworld will fully refund the service paid for. If you cancel or change an appointment after this time we will do our best to re-schedule without cost to you but we may withhold up to 25% of the payment to cover our cancellation costs.
Service cancellations or appointment changes can be made by contacting the Smallworld Call Centre on 08000 706 150.
Missed Appointments
If for any reason you are unable to keep an appointment or there is not an adult present at the address specified when the Smallworld Technician arrives then we will leave a note to say the engineer called. Please re-schedule the appointment by contacting the Smallworld Call Centre on 08000 706 150. Please note that if the Smallworld Technician is unable to gain access for the above reasons and the service visit is then cancelled by the customer we may withhold up to 25% of the payment to cover our cancellation costs.
The Customers Three Month Guarantee
All services provided by Smallworld will be guaranteed for three months. If during this three month period an issue arises directly relating to a service provided by Smallworld, we will either try to fix the issue at no extra cost, if we cannot fix the problem, we will refund your money in full for the services performed. This excludes issues caused by the failure of other components not related to the original installation or repair, or by issues caused through the incorrect use of software or downloaded material, or by issues arising from accidental damage or incorrect use of the product.
Information We Require and Use of Information
We may ask you for certain details which we require to perform the service. This may include address and contact telephone numbers able to accept incoming calls and an e-mail address.
We may record your conversations with our Call Centre for training or record purposes.
Who We Are
We are Smallworld Cable Limited, our registered office address is Unit 9, Middlegate, White Lund Industrial Estate, Morecambe, LA3 3BN. Company Registration No 5679836.
We reserve the right to alter the above Terms and Conditions at any time, please check the Smallworld website for the most up to date version.
Service Visit and Service Drop Off Requirements
IMPORTANT: It is you the customers’ responsibility to ensure that all data and information on your computer or other hardware is saved and properly backed up before we access your system. We will not be held responsible for any loss of data, information or records.
If you book a Home service visit we will need the following at the time of the appointment:
- an adult (over 18 yrs of age) who has a relevant knowledge of the service required or any related problems must be present;
- reasonable access to the equipment being serviced, suitable lighting and any required electrical outlets;
- your agreement to follow instructions provided by the Smallworld technician;
In addition to the above requirements, if we are working on your PC we will need:
- an adult (over 18 yrs of age) with administrator level access present;
- all required software recovery disk(s) (or other media);
- a connected CD or DVD writer or reader.
Your computer system should have the following minimum requirements:
- Microsoft Windows XP or later,
- A processor speed of 233MHz,
- 256MB RAM,
- 200MB available Hard Drive space,
- an available USB, Ethernet or Wireless port,
If your software is, or appears to be, unlicensed we may refuse to carry out any further services, and may not be able to guarantee any services performed.
If you do not adhere to the above requirements and we are therefore unable to fix your PC we may retain up to 25% of the payment made by you.
Systems Excluded
Our services exclude support for the following:
PC Services
- File servers and operating systems, except Microsoft Windows Home Server;
- Domain & active directory based networks;
- VPN and WAN networks;
- Corporate infrastructure hardware (complex firewalls, switches etc.); and
- Linux.
Home Entertainment Services
- Setting the speakers up using a Sound Meter
- Lifting carpets, wall channelling, and trunking around the room
- Multiple room installations
If your system includes any of the above features which were not notified to Smallworld prior to the home visit, Smallworld may retain up to 25% of the payment made by you.
Software Licenses
Any software patches, upgrades or fixes applied to your system by the Smallworld Technician during use of a Home or Drop-Off service, are licensed to you by us or the relevant third party licensors for your own reasonable personal and non-commercial use. You may not supply such software to anyone else. The licensor retains all copyright and other intellectual property rights in such software.
Liability Exclusions
We do not have an exact knowledge of your PC and its configuration. We will use our best efforts to minimise disruption to your system, however we cannot be held responsible for any unforeseen consequences of our services.
Our services may affect manufacturer warranty validity. It is your responsibility to ensure that you are fully aware of any effect our services may have on any manufacturer’s warranty and take appropriate action.
We cannot be responsible or liable to you in relation to any service regarding:
- any loss or corruption of data, information or records;
- any loss of goodwill, or any loss of (or interruption to) business or contracts;
- any failure by you to follow our reasonable advice, recommendations or instructions;
- any losses you may suffer arising from your use of (or failure to use) any anti-virus software; and
- any loss that is not reasonably foreseeable.