IMPORTANT

Terms & Conditions

These terms and conditions explain our services to You as our client and your obligations to Us. You need to read these terms carefully since they apply as soon as you use this website.

 

About us

We are Smarterbox (trading as Smarterbox), a company registered in England and Wales under company number: 16160532. Our registered office is at: 20 Wenlock Road, London, England, N1 7GU.

How to contact us

You can contact us by sending an email to contact@smarterbox.uk. calling us on 03300270991 .

These terms

    • These terms apply to any purchases or subscriptions you sign up for or obtain from us. Please read these terms carefully before you place any orders with us, as they set out important information about your and our rights and obligations. Please note that you must agree to these terms before you place your
    • For the purposes of these terms, you are a ‘consumer’ if you are buying services from our site as an individual for purposes wholly or mainly outside of your trade, business, craft or profession. You are a ‘business customer’ if you are buying services from our site for purposes relating to your trade, business, craft or profession. Some terms only apply to your order if you are a consumer, and other terms only apply to your order if you are a business customer, so please make sure you read these terms carefully.
    • Any reference to ‘we’, ‘us’ or ‘our’ in these terms is to Smarterbox, and any reference to ‘you’ or ‘your’ is to the person placing an order on our
    • You must be at least 18 years old and a resident of the UK to place an order on our If you are a business customer placing an order on behalf of a business, you confirm that you have the authority to place such an order for and on behalf of that business.
    • We may make changes to these terms at any time. However, the terms, which apply to your order, will be those in force at the time you submitted your order to us.
    • Please print out or save a copy of these terms and any emails from us for your records, as we will not save or file a copy for you. These terms are only available in English.
    • Your use of our site is governed by our Website Terms of Use https://www.smarterbox.uk/website-terms-and-conditions/

Orders

    • Please check your order carefully and correct any errors before you submit it to us.
    • After you place your order, we may send you an acknowledgement email to let you know that we have received your This does not mean that your order has been accepted by us. Your order is an offer to buy services from us on these terms.
    • Acceptance of your order by us takes place when we send you an order confirmation email, at which point a legally binding contract is formed between you and us on these terms.
    • If we do not accept your order, for example, because we are unable to take payment, the services are unavailable, you are under 18 or live outside of the UK, or there has been a mistake regarding the pricing or description of the services, we will email you using the details you provided when you placed your We have the right to reject any order for any reason, including where we reasonably suspect abuse or harassment of staff, misuse of the services, fraud, breach of these terms, or non-payment, and we may also refuse to accept future orders from you.

Availability

All orders are subject to availability. We cannot guarantee that any service will be available at any given time. In certain circumstances beyond our reasonable control, for example, where there has been a change in law, we may need to stop providing certain services. If this happens and it affects your order, we will notify you by email, cancel your order and provide you with a refund of any advance payments made by you for any services that have not yet been provided.

Making changes to your order

If you would like to make any changes to your order after you have submitted it to us, please contact us as soon as possible and we will let you know if it is possible to change your order.

Providing services

    • Descriptions of our services are set out on our site, and may include remote technical support (provided during our support hours and on a first-come, first-served basis with no guaranteed response times) and (where offered and selected by you) a send-in diagnostics or repair service.
    • We will provide the services remotely or (where applicable) on a send-in basis at the time(s) and on the date(s) selected by you, during your subscription term, or within the period agreed with you during the order process. Where you purchase subscription services, unless we state otherwise during the order process: (a) the minimum subscription term is 12 months; and (b) after the minimum subscription term, your subscription continues on a rolling basis unless and until cancelled by you, giving us at least 30 days’ notice in accordance with these terms.
    • For services provided over a period of time (including subscription services), any completion dates stated during the order process, or in your acknowledgement or confirmation emails, are estimates.
    • The services will be provided remotely (for example, by phone, email, chat or remote-access tools) or (where offered and selected by you) by you sending your device to us for inspection or repair (‘Send-in Repair’). Where you use a Send-in Repair: (a) you are responsible for packaging the device securely and for arranging and paying for delivery to us; (b) you must insure the device in transit to us for its full replacement value; (c) we may charge you for return shipping or postage (and any applicable insurance) as set out on our site or during the order process; and (d) to the maximum extent permitted by law, we are not liable for any loss of or damage to the device (or any accessories) that occurs in transit to us or from us, including where transit is arranged by you or by a carrie Send-in Repairs are courier-only (no hand delivery).
    • We only accept devices that meet any size, weight or value constraints stated on our site from time to time (for example, we may only accept laptop-sized devices and may refuse devices exceeding a stated replacement value). Diagnostics and repairs are optional and made on a reasonable-efforts basis only, and we do not guarantee that any fault can be identified or that any device can be repaired. We will not commence any repair work unless and until you approve our quotation (which may include parts, labour, shipping, and any applicable diagnostic fee).
    • We may charge a diagnostic fee of £60 as stated on our site or during the order process, and diagnostic fees are non-refundable once incurred (including where you decide not to proceed with a repair, or where a repair is not possible). Unless we state otherwise during the order process, parts are chargeable, and labour may be chargeable depending on the service selected and the scope of work. Some repair attempts may fail or be non-durable due to the condition of the device, underlying faults, or limitations of available parts. You must cooperate with us by providing any information we reasonably request, granting us access to the device (including passwords), and removing or disabling activation locks (for example, Find My iPhone or Activation Lock) so that we can test and work on the device. If you do not provide approvals, instructions, passwords, access or payment within a reasonable time, we may pause work and charge reasonable storage and administration fees, and we may treat the device as abandoned and arrange disposal or recycling after giving you written notice and no less than 7 calendar days’ notice to the address or e-mail provided at the time of the order.
    • We will do all that we reasonably can to provide the services at the time(s) and date(s) or within the period agreed with you. If there is a delay before we can start or restart the services, we will email you as soon as reasonably possible. However, we are not liable to you for any losses you incur as a result of any delay caused by circumstances beyond our reasonable control (for example, severe weather, accidents or unpredictable traffic delays).
    • You are responsible for backing up your device and data before we provide the services (including any Send-in Repair), and, to the maximum extent permitted by law, we are not responsible for any loss of, or corruption of, data, software, or digital content, or for any failure to recover data.
    • Where a delay is caused by circumstances beyond our reasonable control, we will usually attempt to resume services as soon as the issue causing the delay has been resolved. If the services are delayed by more than a reasonable period, we will email you to let you know and offer you the option to either continue waiting until the issue has been resolved (if this is possible) or to cancel your order and get a refund of any advance payments made by you for any services that have not yet been provided (less any costs of returning the device back to you).
    • We are not liable to you for any losses you incur where the services are delayed or cannot be performed because you fail to make the location available to us, fail to prepare the location as required for us to provide the services, fail to provide us with adequate instructions or information to allow us to perform the services, fail to provide prompt approvals (including quote approvals), or fail to provide access to your device (including passwords or removal of activation locks) where reasonably required.
    • If you are a consumer, the services are provided to you for your domestic and personal use only. You must not use our services for commercial or business purposes.
    • If you are a business customer, you confirm that you are purchasing the services for the purposes of your named business only and not for or on behalf of any third party.

Prices

    • Prices for our services are set out on our All prices are in pounds sterling (£)(GBP) and include VAT at the applicable rate, but exclude any shipping, postage, insurance or carrier charges (including return shipping for any Send-in Repair) which may be charged in addition as set out on our site or during the order process.
    • Prices for our services (including subscription prices) may change at any time. Except as set out in clause 3 below, such changes will not affect existing orders, and for subscription services, we will notify you in advance of any price change taking effect for a renewal or future billing period.
    • If there has been an error on the site regarding the pricing of any of our services and this affects your order, we will try to contact you using the contact details you provided when you placed your We will give you the option to reconfirm your order at the correct price or to cancel your order. If we are unable to contact you, we will treat the order as cancelled and notify you by email.

Payment

    • We accept payments by direct debit, credit cards and debit cards. All payments need to be authorised by the relevant card or account holder.
    • Payment for subscription services is taken in advance on a recurring basis (monthly or annually, as selected by you during the order process) until your subscription is cancelled in accordance with these terms. We will charge the first payment to your card before we send your order confirmation email. If any payment is unsuccessful, we will attempt to contact you using the contact details you provided at the time of your order and may retry the payment details at a different date. If we are unable to contact you, we may suspend or cancel the services and notify you by email.
    • Where we invoice you for any outstanding subscription fees, one-off services, out-of-scope work, parts, or postage charges, to the email address you provided when you placed your order and must be paid by you within 7 days of receipt.
    • If your payment is not received by us when due, we may charge interest on any balance outstanding at the rate of 4% percentage above the Bank of England base rate per annum.

Consumer cancellation rights

This clause 10 only applies to you if you are a consumer.

  • You have 14 days from the date of your order confirmation email to change your mind and cancel your In addition, we offer a free cancellation period within the first 30 days of your subscription start date, subject to clause 10.3 (where you have asked us to start providing services during the 14-day cancellation period) and subject to any exclusions or waiting periods stated on our site during the order process.
  • We will not provide any services during the 14-day cancellation period unless you request that we do so by ticking the relevant box when you place yourWe are under no obligation to accept your request.
  • If you request that we start providing services during the 14-day cancellation period and we agree to do so, this will impact your cancellation rights as follows:
    • you lose your right to cancel once the services are fully performed, and will not be entitled to a refund even if the cancellation period has not expired;
    • if the services have not been fully performed, you will be required to pay for the services we provided up to the time that you told us that you want to cancel.
  • To cancel your order, please email us at 20 Wenlock Road, London, England, N1 7GU or call us on 03300270991 . To help us process your cancellation more quickly, please have your order number ready or include it in the email or cancellation form you send to us.
  • We will provide you with a refund as soon as possible and no later than 14 days after the day on which you told us that you want to cancel. If services have been provided during the cancellation period at your request, we will make deductions from any refund due to you as explained in clause 3 above. For subscription services, unless you cancel within the free cancellation period described in clause 10.1, we may charge a standard cancellation fee of £60 (which we may deduct from any refund otherwise due). If you paid annually and you cancel, we will refund the unused portion of your annual subscription on a pro-rata basis, less any applicable deductions under this clause 10.
  • We will issue your refund to the same payment method you used when you placed your
  • Faulty services: consumers

This clause 11 only applies to you if you are a consumer.

  • We must provide the services to you with reasonable care and skill.
  • We are under a legal duty to supply services that are in conformity with our contract with you.
  • If a service is not carried out with reasonable care and skill, you can ask us to repeat the service or to fix it, or get some money back if we cannot fix it.
  • This is a summary of some of your key rights. They are in addition to your cancellation rights set out in clause 10 For more detailed information on your rights, visit the Citizens Advice website at www.citizensadvice.org.uk.
  • If there is a problem with a service we have provided to you, please contact us as soon as reasonably possible.

Faulty services: business customers

This clause 12 only applies to you if you are a business customer.

  • We warrant that the services will be:
    • performed with reasonable care and skill within the meaning of section 13 of the Supply of Goods and Services Act 1982; and
    • free from material defects at the time the services are completed.
  • As your sole and exclusive remedy, we will (at our option) remedy, re-perform or refund any services that do not comply with clause 1, provided that:
    • you notify us by email to contact@smarterbox.uk within 7 calendar days from the date that the services are completed; and
    • you provide us with sufficient information as to the nature and extent of the defects.
  • Except as set out in this clause 12, we give no warranties and make no representations in relation to the services, and all warranties and conditions (including the conditions implied by sections 12–16 of the Supply of Goods and Services Act 1982 and any implied terms relating to the ability to achieve a particular result), whether express or implied by statute, common law or otherwise are excluded to the extent permitted by law.

Events beyond our control

We are not liable to you if we fail to comply with these terms because of circumstances beyond our reasonable control.

Our liability to you

    • Subject to the below, our total liability under or in connection with these terms (regardless of whether such liability arises in tort, contract or in any other way and whether or not caused by negligence or misrepresentation) will not exceed the total fees paid by you to us for the services in the 12 months immediately preceding the event giving rise to the claim.
    • We will not be liable to you under or in connection with these terms (regardless of whether such liability arises in tort, contract or in any other way and whether or not caused by negligence or misrepresentation) for:
      • consequential, indirect or special losses; or
      • any of the following (whether direct or indirect):
        • loss of profit;
        • loss of opportunity;
        • loss of savings, discount or rebate (whether actual or anticipated); or
        • harm to reputation or loss of goodwill, or any loss of, corruption of, or failure to recover data, software or digital content.
      • Nothing in these terms will limit or exclude our liability for:
        • death or personal injury caused by negligence;
        • fraud or fraudulent misrepresentation; or
        • any other losses which cannot be excluded or limited by law.

Without limiting clauses 14.1 to 14.3, and to the maximum extent permitted by law: (a) we do not warrant that the services will be uninterrupted, error-free or secure or that they will achieve any particular result; (b) you are responsible for maintaining appropriate backups, security and anti-malware protection and for your systems and connectivity; (c) we are not liable for any unauthorised access, hacking, malware, denial of service or similar events affecting your systems except to the extent caused by our negligence; and (d) we are not liable for loss of or damage to any device in transit as set out in clause 7.4.

Your information

Any personal information that you provide to us will be dealt with in line with our Privacy Policy available here https://www.smarterbox.uk/privacy-policy/ which explains what information we collect and hold about you, and how we collect, store, use and share such information.

No third party rights

No one other than us or you has any right to enforce any of these terms.

Complaints

    • If you are unhappy with us or the services we have provided to you, please contact us at contact@smarterbox.uk. Complaints must be raised within 3 months of the issue arising.
    • If your complaint cannot be resolved in accordance with our Complaint Handling Policy or you are unhappy with the outcome, you may want to submit your complaint to CEDR. CEDR is the alternative dispute resolution (ADR) provider we use and is approved by the government to provide ADR ADR is a process for resolving disputes that does not involve going to court.

Governing law and jurisdiction

    • If you are a consumer, the laws of England and Wales apply to these terms, although if you are resident elsewhere, you will retain the benefit of any mandatory protections given to you by the laws of that country. Any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales. This means that you can choose whether to bring a claim in the courts of England and Wales or in the courts of another part of the UK in which you
    • If you are a business customer, these terms and any dispute or claim arising out of, or in connection with, the terms, their subject matter or formation (including non-contractual disputes or claims) will be governed by, and construed in accordance with, the laws of England and Wales. You and us both irrevocably agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of, or in connection with, these terms, their subject matter or formation (including non-contractual disputes or claims).

General terms

    • You are not allowed to transfer your rights under these terms to anyone without our prior written consent. We may transfer our rights under these terms to another business without your consent, including as part of a sale, merger, restructuring or transfer of our business (or part of it). Where we do so, we may also transfer customer accounts and, where applicable, personal information in accordance with our Privacy Policy and applicable data protection laws. We will notify you of the transfer and make sure that your rights are not adversely affected as a result.
    • If any provision of these terms (or part of any provision) is or becomes illegal, invalid or unenforceable, the legality, validity and enforceability of any other provision of these terms will not be affected.
    • If you breach these terms and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these terms.
    • If you are a business customer, any variation to these terms will not be binding unless expressly agreed in writing between you and us.
    • If you are a business customer, you and we both agree that these terms constitute the entire agreement between you and us in relation to your You acknowledge that you have not entered into these terms in reliance on any representation or warranty that is not expressly set out in these terms and that you will have no claim for innocent or negligent misrepresentation on the basis of any statement in these terms.
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