TERMS AND CONDITIONS
We’ve put all the legal stuff about how our services work, and what we do with your information together in this handy reference section.
If we haven’t covered something or you need to know a bit more please give us a call.
GENERAL TERMS AND CONDITIONS
Your use of Knowhow services is governed by the following terms and conditions. Please read them carefully. They do not affect your statutory rights.
OUR AGREEMENT
By ordering services from Knowhow you are entering into a contract with us. The terms below are important and set out our obligations to you and what you are agreeing to.
THREE MONTH WARRANTY
All the Knowhow services carry a three month warranty on parts and expertise. This means if there is a recurrence of the same problem we had fixed or any fault which is connected to the service provided we will either try again to fix the problem at no extra charge or, if we cannot fix the problem, we will refund your money in full for the services performed. This excludes faults caused by the failure of other components after the repair has taken place, or by faults caused through the incorrect use of software or downloaded material, or by faults arising from accidental damage or incorrect use of the product.
SERVICE VISIT REQUIREMENTS
IMPORTANT: You are responsible for ensuring
that all data and information on your computer or other hardware is
saved and appropriately backed up before we access your system. We
will not be responsible for any loss of data, information or
records.
If you book an in-home service appointment we will need the
following at the time of appointment:
- an adult (over 18 yrs of age) who has a basic knowledge of the service required or any problems encountered must be present;
- access to the area and equipment being serviced and the electricity mains, plus light and power;
- your agreement to follow our reasonable instructions;
In addition to the above requirements, if we will be working on
your computer we will need:
- a person with administrator level access present;
- any relevant software recovery disk(s) (or other media);
- a connected CD or DVD writer or reader.
Your computer system should have Microsoft Windows XP or later operating systems or Apple OS X or later, if you do not have these our Knowhow Team Member will still try and complete the requested service but as earlier systems are not supported by the licensee chances of a successful resolution may be limited.
If your software is, or appears to be, unlicensed we cannot perform a laptop or desktop computer repair.
REMOTE SERVICES
Whilst Knowhow Team Members will use reasonable amounts of skill and care to resolve problems you have referred to us, you accept that we may not be able to correct your problem using our remote support service due to circumstances beyond our control. In the event that it is not possible, we will discuss alternative methods with you in order to resolve your problem, including our in-home service.
We rely on the information you give us to operate this service. Such information must be complete and as accurate as possible to enable us to effectively resolve your problem.
SYSTEMS EXCLUDED
Our services exclude support for the following:
- 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.
If your system includes any of the above (as becomes apparent to our Knowhow Team Member upon visiting) our Knowhow Team Member may give you a quote to resolve the relevant problem or you may cancel the service ordered for a full refund.
SOFTWARE LICENSES
Any software patches, upgrades or fixes applied to your system by our engineers during either a Remote Service or an in-home appointment, are licensed to you by us or the relevant third party licensors for your own reasonable personal and non-commercial use only unless otherwise stated. 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 specific knowledge of your computer and its configuration. Whilst we will use our best efforts to minimise disruption to your system, we cannot be responsible for any unforeseen consequences of our services.
Our services may affect manufacturer warranty validity. It is your responsibility to assess the effect of our services 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.
INFORMATION WE REQUIRE AND USE OF INFORMATION
We will ask you for certain details which we require to perform the service. This includes address and contact telephone numbers able to accept incoming calls and an email address.
We may record your conversations with our engineers for training or records purposes. Your data protection and privacy rights regarding other information we may collect are set out in our Privacy Policy.
The use of this information is governed through our privacy policy.
WHO WE ARE
We are Knowhow, © DSG Retail Limited 2013. DSG Retail Limited, Maylands Avenue, Hemel Hempstead, HP2 7TG. Registered in England No. 504877, VAT number: 226 6599 33.
In these terms and conditions, references to "we" and "us" are to DSG Retail Limited trading as Knowhow.
If you have any problems we would recommend you email us at knowmore@knowhow.com however if you prefer to write we can be contacted at:
Knowhow Customer Services
DSG Retail
Limited
The Parkway
Sheffield S2 5DD
SERVICE TERMS AND CONDITIONS
Cooker Installation
What isn’t covered by our gas, electric, dual fuel and built-in cooker installation services:
- We cannot connect your new cooker if it puts you or our installer at risk
- We cannot connect your new cooker if the installation doesn’t pass health and safety guidelines
- Installation only available when taken with a delivery service. Delivery charge may apply
We cannot refund this service if:
- You haven’t completed the necessary pre-visit preparations
- Additional work is required to complete the installation that we don’t cover above
Washer & Dishwasher Installation
What isn’t covered by our laundry installation service:
- We cannot plumb two waste pipes into one
- We cannot make any alterations to your existing plumbing or electrical connections
We can’t refund this service if:
- You haven’t completed the necessary pre-visit preparations
- Additional work is required to complete the installation that we don’t cover above
American Style Fridge Freezer Installation
What isn’t covered by our American-style fridge-freezer installation service:
- We cannot connect your fridge-freezer to your water supply if there are no water connections within 1.5 metres
- We cannot connect your fridge-freezer if there is no plug socket within 1.5 metres
- Change door positions or other alterations to your property
- Make alterations to existing connections (electric or plumbing)
- Installation in garages or sheds as refrigeration appliances do not function properly in outdoor environments
We cannot refund this service if:
- You haven’t completed the necessary pre-visit preparations
- Additional work is required to complete the installation that we don’t cover above
Built-in Appliance Installation
What isn’t covered by our Built-in Appliance installation service:
- Removal of your existing door panel if it is not suitable to be re-attached to your new appliance
- We will not attempt to connect your appliance if the space is unsuitable
- We cannot connect appliances if there isn't sufficient access for ventilation tubes; e.g. tumble dryers
- Make alterations to your existing cabinets
- Make alterations to existing connections
We can’t refund this service if:
- You haven’t completed the required pre-visit preparations
- Additional work is required to complete the installation that we don’t cover above
TV Set Up to Stand or Wall Installation
What isn’t covered by our TV Set Up to Stand & Demo, TV Wallmount & Demo and TV & Home Cinema installation services:
- We will not personalise or optimise picture quality
- We can’t connect your TV or other equipment to your home computer network. You will need to buy our Network Set Up and Support service for this
- We'll only build the stand if purchased from us (TV Set Up & Demo service)
- Installation only available when taken with a delivery service. Delivery charge may apply
We can’t refund this service if:
- You haven’t completed the necessary pre-visit preparations
- Additional work is required to complete the installation that we don’t cover above
Computer Set Up
- Make sure you have the computer and all the peripheral products you want us to install, at hand
- You'll need to buy any Internet Security software you want us to install
- You'll need to buy a mobile broadband subscription if you want us to set this up for you
- We won't supply cables. Make sure you have all the correct cables to connect your computer to any peripherals etc
- This service doesn't include the cost of any peripherals; for example a printer or webcam
- We won't set up your internet connection if you haven't got one already
Apple Set Up & Personalise
- You will need to buy a mobile broadband subscription if you want us to set this up for you
- Doesn't include the cost of any peripherals; for example a printer or webcam
- Make sure you have all the computer and peripheral products you want us to install at hand
- We won't supply cables. Make sure you have all the correct cables to connect your Apple computer to any peripherals etc
Windows / Apple / Chromebook Showhow
Here are a few things you should be aware of before you begin your Windows, Apple or Chromebook Showhow:
- Windows / Apple / Chromebook Showhow and Set Up & Showhow is only available with a new computer bought in store
- The duration of the Showhow is approximately 30 minutes
- You will need to buy any internet security software you want us to install (Set Up & Showhow only)
Tablet Set Up / Tablet Showhow
What isn’t included with our Tablet Set Up and Tablet Showhow service:
- Memory cards are purchased separately unless supplied with your tablet device
- 3G mobile broadband subscriptions must be purchased separately
- Paid for apps are not included in this service
- Apple Mobile Me subscription must be purchased separately
eReader Set Up & Demo
What isn’t included with our Kindle / eReader Set Up & Demo service:
- Paid for books are not included in this service
Camera Set Up
What isn’t covered by our Camera Set Up service:
- Memory cards must be purchased separately unless already supplied with your chosen camera
- Accessories, books and software must be purchased separately
Camera Showhow
Here are a few things you should be aware of before you begin your Camera Showhow:
- The Showhow is only available with a new camera bought in store
- The duration of the Showhow is approximately 30 minutes but does not include the time it takes to set up your camera
Software Install
What isn’t covered by our Software Install service:
- Service price does not include the price of the software you want us to install
- If your computer needs a hardware upgrade you must purchase this separately
Hardware Install
What isn’t covered as part of the Hardware Install service:
- We are not responsible for your data or applications. Please ensure you have backups before handing over your product for upgrade
- The cost of the upgrade hardware; you’ll need to pay for these separately
- Some hardware may not be compatible with your computer; but we’ll let you know when we have a chat with you in store
Cloud Backup
What isn’t covered by our Cloud Backup 200GB, 2TB or 4TB services:
- Internet connection required to access files on a computer, smartphone or tablet
- Your mobile phone company will charge you for accessing our service. We advise that you use a tariff that includes Internet access allowances
- Streaming of DRM-protected media (i.e. iTunes movie downloads) is not supported
- You will need to register your Cloud account on this link. Card details will be required on registration, but no payment will be taken at this point.
24/7 Help & Advice
What isn’t covered by our 24/7 Help & Advice subscription service:
- Broadband Internet connection is required for remote fix. ISP subscription is not included with this service
- In order to provide the most detailed advice and support to the majority of our customers, we only support genuine Microsoft & Apple operating systems. We do not support versions of Windows that pre-date Windows XP and we do not support versions of Mac OSX that pre-date Mac OSX 10.4
- We are unable to give detailed advanced tuition on every item of software
Computer Healthcheck
We want you to know about the things not covered in the price of this service so there are no surprises later on:
- If you choose to have upgrades installed you need to pay for the parts
- If you choose to upgrade to a new version of Windows you need to pay for the Windows DVD
Virus & spyware removal
What isn’t covered by our Virus & Spyware Removal service:
- Internet Security software must be purchased separately if you want us to install it
Data Transfer
What isn’t covered as part of our Data Transfer service:
- The cost of a new computer. You need to buy this separately
- If you would like us to transfer your files to external hard drive this must be purchased separately
Data Recovery
We just want to tell you about a few things which aren’t covered by our Data Recovery service.
- If you want your files putting onto a hard drive you will need to buy the hard drive separately
- If your files are too damaged to rescue using normal means we will recommend specialist lab recovery. This does incur extra costs which we will explain to you before any work is done
COVERPLAN
In some outlying areas of Ireland the
extra distances involved mean that we’ll service your product as
quickly as possible but our standard delivery and collection
promises will not apply. Coverplan and Instant Replacement are
subject to availability. We may choose not to offer these on some
products. For full terms and conditions please see your printed
validation document.
YOUR HOUSEHOLD INSURANCE
Your insurance may provide you with some protection
but:
- You may not be protected for accidental damage or mechanical breakdown
- Portable products may not be protected
- Your annual premium may increase after your claim
- You may have to pay an excess
PRODUCT REPLACEMENT
If we cannot readily and economically repair your product you will be given a voucher to obtain a replacement product in one of our stores. The value will be based on an equivalent or similar specification product up to a maximum of your original Product purchase price.
If you receive a product replacement voucher this Insurance Policy ends.
WHAT ARE MY LEGAL RIGHTS?
The contents of this page do not affect your legal rights, further information can be obtained from your local citizen’s information service. Your policy will be cancelled in the event of any fraud, or attempted fraud and you will not be entitled to a refund.
DO I HAVE TO PURCHASE A COVERPLAN™ POLICY AT THE SAME
TIME AS THE PRODUCT?
You can purchase a Coverplan policy any time up to one year from buying your product. Coverplan policies are not available on damaged products.
MULTIPLE FAILURES
If your product breaks down again after being repaired on 3 previous occasions, and your product is still within your Coverplan Policy, then you may request a replacement. This benefit applies on the 4th separate mechanical or electrical failure.
24/7 HELP & ADVICE
Our Help & Advice service covers a variety of products including computing, home entertainment and gadgets.
14 DAY REPAIR PROMISE
In the unlikely event that your repair takes over 14 days you may request a replacement product. The 14 day repair promise will start on each occasion from:
- The date you book your product in for a repair in any Currys/PC World store.
- The date of the engineer’s first visit.
- The date that we collect your Product.
If the product is taken into a store the repair will be considered complete when the product is available for collection. If the product is collected from you it will be returned to the same address and the repair will be considered complete on the date of the earliest re-delivery slot we offer you.
Please note the Product Replacement section above.
The 14 day repair promise is subject to allowing us reasonable access to the product for repair. If we cannot get access to the product (e.g. you are away), the 14 day promise will not apply. When the product is still operational and safe to use, then the 14 day promise will not apply.
Due to the additional time needed to carry out data recovery the 14 day repair promise will not apply to any repair where data recovery has been requested.
LOAN EQUIPMENT (SELECTED PRODUCTS)
When you call our helpline, if we can’t fix your problem over the phone, for PCs, Laptops and Televisions over 26 inches with a purchase price of over €200, you can request a loan product. Loan products are subject to availability.
The Loan Television provided may be a different size and brand than the original product and no additional stands or wall mounts will be provided.
For desktop PCs and laptops, a Windows loan laptop will be provided. Only Products with a Windows operating system will qualify for a loan product.
Once the repair has been made to your Product the loan equipment must be returned when we deliver your Product back to you. If your product cannot be repaired the loan equipment must be returned before we will issue a Product replacement voucher.
HEALTHCHECK, VIRUS//SPYWARE REMOVAL & DATA RECOVERY (PC/LAPTOP)
For the lifetime of your Coverplan Policy for a PC or laptop, you are entitled to one Healthcheck each year. If your computer is infected by a virus, Trojan, worm, spyware or malware or you have lost data Knowhow can also help. Simply take your product into your nearest store with a Knowhow service bar or contact us on 1800 303 100 and our team will arrange this for you. Only products with a Windows operating system will qualify for a healthcheck.
If you require data recovery you must request this service at the time of booking in the product. Upon request we will attempt to retrieve your data however, all recoveries greater than 32GB will require you to provide an external hard drive. To carry out this service your machine will be taken to our Knowhow repair lab. This service is offered on a best endeavours basis only and we cannot guarantee we can recover your data.
VALET SERVICE (SELECTED LARGE KITCHEN APPLIANCES)
For the lifetime of your Coverplan Policy you are entitled to one valet service a year on the product. We can clean and de-scale your washing machine or dishwasher, clean the trays, grills and exterior of your cooker, defrost your fridge or freezer and give it an anti-bacterial clean. To book an appointment please call us on 1800 303 100.
FROZEN FOOD SPOILAGE COVER (SELECTED PRODUCTS)
If your fridge, freezer or fridge freezer breaks down, you are covered for spoilt frozen food contained in it, up to €250. The maximum value we will pay over the life of the Insurance Policy is €1,000. Please phone us for a claim form on 1800 303 100.
THEFT COVER IN IRELAND OR ABROAD
If your product is stolen within the first 12 months after purchase, it will be replaced if the following conditions are met:
- You must report the theft to the Garda (or local police if abroad) within 24 hours of discovery and get a crime reference number
- Phone us for a claim form on 1800 303 100
- You must send the completed form to us within 28 days of the theft
WORLDWIDE PROTECTION
If your product breaks down outside Ireland get a quote for repairing your product. If the cost of repair is the equivalent of €200 or less (€300 or less for a laptop), pay for the repair and claim the cost back from us. You will need a receipt showing the cost of the repair.
If the cost of repair is the equivalent of €201 or more (€301 or more for a laptop), please contact Knowhow on (+353) 1800 303 100 or send an email to Knowhow Customer Service (see Section J). If making a claim from outside Ireland, all other benefits will not apply.
WHAT IS NOT INCLUDED:
- Regularly replaced items/consumable items, including:
• Built-in batteries
• Bulbs and lamps
• Vacuum cleaner belts - Cosmetic damage where it does not affect the operation or safety of the product
- Repair costs that have not been expressly approved
- Damage or breakdown due to flood, wind or other severe weather conditions
- Damage or breakdown due to fire, unless caused by an electrical malfunction within the product
- Repairing or replacing a product which has been exposed to insect infestation (or similar phenomenon) or human or animal fluid/matter.
- The cost of repairing or replacing a product which has been
neglected,
abused, misused or damaged intentionally - The Insurance Policy has been suspended
- Inoperability of the product caused by withdrawal of services by a third party or by a failure of, fault with or interruption of a utility supply
- Software or data (subject to the Data Recovery service above)
- Protection for dishwashers, vacuum cleaners, cooking and laundry products if used for business
- Theft or any loss suffered if you cannot use the product or any loss other than repair or replacement, except for theft within the first year as specified
CANCELLATION PERIOD
If you pay monthly, you can cancel within 14 days of purchase by
calling us on 1890 818 575. Providing the service has not been used
we’ll give you a refund on any payment made. After this period you
can cancel at any time by calling us on 1890 818 575, but please
note that if you do this you will not receive a refund.
If you have bought a 2, 3 or 5 year term and are not completely
satisfied, you can cancel it within 28 days of purchase. Please
call us on 1890 818 575 and if you haven’t used the service we’ll
give you a full refund. If you want to cancel your agreement after
28 days from purchase you’ll be entitled to a pro rata
refund.
You may also give notice of your intention to cancel your
agreement by writing to us at:
Knowhow Customer Services, PO Box 67887, London, SE5 5HU.
Your Coverplan Insurance Policy is administered by DSG Retail
Ltd., Registered Office: Maylands Avenue, Hemel Hempstead, Herts.,
HP2 7TG. Registered in England number: 504877.
Underwritten by Petrus Insurance Company Ltd., 28 Irish Town, Gibraltar. Registered in Gibraltar number 91094. Petrus will pay stamp duty on this policy to the Office of the Revenue Commissioners.
Petrus Insurance Company Ltd is part of the Dixons Retail plc
Group.
Petrus Insurance Company Limited is authorised/licensed or registered by the Financial Services Commission in Gibraltar and is regulated by the central Bank of Ireland for conduct of business rules.
WHAT IF I AM NOT HAPPY WITH THE
SERVICE?
If you have a complaint about this policy in the first instance, please contact DSG Retail Ltd at the above address. DSG Retail Ltd deal with complaints on behalf of Petrus Insurance Company Ltd. If your complaint is not resolved to your satisfaction, please write to Petrus Insurance Company Ltd., Suite 827, Europort, PO Box 708, Gibraltar.
If you are still not satisfied you can contact The Irish Insurance Federation’s information service, 39 Molesworth Street, Dublin 2 or The Financial Services Ombudsman, 3rd Floor, Lincoln House, Lincoln Place, Dublin 2. These services can advise you on how to proceed further and may help in resolving your problem.
Following these procedures will not affect your right to take legal action. DSG Retail Ltd. follow the Irish Insurance Federation Code of Practice on non-life insurance.
UPDATING YOUR DETAILS / TRANSFERRING YOUR POLICY
If you need to amend any of your details, such as your name or address please contact Knowhow Customer Services so that we can update our records. To ensure you get the best service possible it is important that the details of the owner of the Product remain up to date.
If you sell or give away your product, you can transfer this
Policy to the new owner, free of charge. To do so you must write to
us with details of the new owner’s name and address.
Instant Replacement
Instant Replacement gives you 3 years protection and applies to most products between €25 and €200. If your product develops a fault or breaks down, even as a result of a mishap, simply return it to the store for a replacement on the spot.
NO LIMITS
You are entitled to as many new replacement products as necessary during the 3 years of your agreement. Your agreement continues even if your product is replaced.
EXCLUSIONS
Instant Replacement is not available for mobile phones, tablets or Apple products.
The replacement will be a product of equivalent or similar specification up to the original purchase price paid. If an appropriate product is not available you may use the value originally paid towards a replacement product of your choice.
Laptop & Netbook Repairs
- If the repair to your product is not covered by our guarantee or your service agreement, you will have to pay for the repair
- We will make reasonable efforts to repair your product, subject to the availability of any parts required
- You will pay an upfront fee that covers carriage and to diagnose the fault; this is non-refundable unless we cannot repair your product
- We will agree a maximum cost for the repair with you. If you decline, we will return your product to you unrepaired. The deposit will not be refunded
- Our repair work is guaranteed for 3 months from the date the product is returned to you
DESKTOP Repairs
- If the repair to your product is not covered by our guarantee or your service agreement, you will have to pay for the repair
- We will make reasonable efforts to repair your product, subject to the availability of any parts required
- You will pay an upfront fee that covers carriage and to diagnose the fault; this is non-refundable unless we cannot repair your product
- We will agree a maximum cost for the repair with you. If you decline, we will return your product to you unrepaired. The deposit will not be refunded
- Our repair work is guaranteed for 3 months from the date the product is returned to you
TV Repairs
- If the repair to your product is not covered by our guarantee or your service agreement, you will have to pay for the repair
- We will make reasonable efforts to repair your product, subject to the availability of any parts required
- You will pay an upfront fee that covers carriage and to diagnose the fault; this is non-refundable unless we cannot repair your product
- We will agree a maximum cost for the repair with you. If you decline, we will return your product to you unrepaired. The deposit will not be refunded
- Our repair work is guaranteed for 3 months from the date the product is returned to you
