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1 - Definitions: Kitamura Group (UK) incorporates Kitamura Computers and Kitamura Electronics, hereinafter referred to as “Kitamura”, “we”, or “us”. Kitamura is a small company based in England, with its registered office at: 17 Ripon Avenue, Whitefield, Manchester, M45 8PJ.

The customers of Kitamura may include individuals, unincorporated businesses, partnerships, limited companies and other organisations or anyone requiring the services of Kitamura; hereinafter referred to as “the customer”.

“Item” within this document refers to any article, software, hardware and associated accessories or other tangible objects belonging to the customer that is the subject of any discussion with Kitamura. Item is also inferred to be singular or plural.

2 – The Diagnostic Fee: There will be a charge of £10 in the following cases, which is our standard diagnostic fee. The fee will cover the time spent on fault diagnosis and re-assembly of the item. This does not include cost of collection & delivery of the item if applicable:

(a) Diagnosis is free if the customer goes ahead with the repair. A £10 fee will be charged if the customer does not wish to go ahead with the repair after the item has been diagnosed.

(b) A diagnostic fee will be charged if no fault is found (NFF) after diagnosing an item.

(c) Some repairs may require the customer to purchase a new or updated product key or software for the reinstallation of the operating system (for example Windows). If the customer decides not to purchase the product key or software, meaning that the repair cannot be carried out, the diagnostic fee will be charged. Kitamura will be pleased to quote the customer for obtaining any necessary product key or software. If any necessary product key or software is not purchased, Kitamura will return the item in its present unrepaired state.

3 - Job Cancellation Fee: If, for whatever reason, a customer decides to cancel a repair job even after giving us full authorisation to perform the necessary repair work we have quoted for, we reserve the right to impose a £20 cancellation charge to make up for our wasted time and labour.

4 - Storage Fees after job cancellation: A £5 daily storage fee also applies for every day (incl. weekends) the equipment remains in our workshop regardless of the condition.

5 - Data Recovery/Back up of Computerised Data: Kitamura strongly recommends that all customers back up their computerised data on a regular basis and before any item is given to or left with us for any reason. If required we will recover/back up data on its premises before any work commences, if it is possible, but cannot guarantee this. Kitamura will in no way be responsible for any loss of business or data or software due to any failure of the system. The customer is 100% responsible for backing up such data.

6 - Collection and Delivery: Kitamura offers a collection and delivery service (hereinafter called a “visit”) within a 10 mile radius of its trading premises, but reserves the right to withdraw or alter this service at any time. Where a customer has made an arrangement for a visit by us and the customer is not at the agreed premises at the agreed time and date on arrival of our representative, then for any subsequent visit we reserve the right to charge £25 per visit. Customers may collect or deliver to Kitamura during normal hours of opening. It is recommended that customers telephone prior to setting out, to confirm that Kitamura personnel will be available.

7 - Free Loan of a Laptop Computer: “Laptop” refers to a laptop computer and accessories. Kitamura offers, at its discretion, a free loan of a laptop whilst a customer’s laptop, PC or similar is with us for repair. We reserve the right to verify the identity of the customer, to our own satisfaction, by sight of suitable documentation. We will install a suitable operating system, wherever possible, as well as word processing software. The customer is responsible for installing any personal data that they require whilst the laptop is on loan. At the end of the loan period Kitamura recommends that the customer deletes all personal data. We undertake to wipe all software and files at the end of the loan period at our premises. Kitamura cannot be held responsible for loss or theft of data if the laptop computer is stolen or mislaid before the process of wiping the hard drive has occurred.

When collecting/delivering/returning the customer’s item and the returning of the Kitamura loaned laptop, the customer should at that time have removed any data from the loaned laptop they wish to retain. Kitamura will make an hourly charge of £25 if its representatives have to wait whilst this is done – or – if the customer wishes to retain the Kitamura loaned laptop for a further 48 hours to accomplish this, then there will be a fee of £15 per day.

The customer is responsible for the care of the Kitamura loaned laptop whilst on loan to the customer. Any damage will be charged at the cost of repair or replacement, whichever is the lesser amount. Should the loaned laptop not be returned, for whatever reason, within 5 working days of a request by us to return it, or if the laptop is lost, stolen or for any reason is unable to be returned to us, then the customer will be liable for a charge of £500. The ownership of the laptop is transferred to the customer and becomes the customer’s property.

8 - Unclaimed Items: Once the customer’s item has been repaired, declared irreparable or awaiting a response from the customer after a quotation has been given, it must be collected within 5 weeks from the time the customer is informed. If the customer fails to collect the said item, the customer will lose ownership of the item. Kitamura reserves the right to dispose of the item via 2nd User Resale.

Kitamura reserves the right to treat Products as abandoned, if retained by us for more than 5 weeks after:

  • The due date for payment for Services.
  • Customer has cancelled the Contract; or has failed to authorize Kitamura to proceed with some or all Services, and has not paid transport or incidental charges for return of the Products to Customer.
Abandoned Products will be sold or used and/or proceeds applied at Kitamura's sole discretion. As the Interference of Goods Act requires we will send out a written Intention of Disposal after 5 weeks. We then give you a further two weeks to collect the equipment, following this we send out a Notice of Disposal letter via Recorded Delivery postage. Once ownership transfers to us following this final letter, we give customers two (2) weeks to collect personal data (in the case of a computer/laptop). You must bring us appropriate media to recover data to, we WILL NOT provide it. If this is not done, the data is destroyed to military standards.

9 - Quotations: Where the customer requires a quotation, it must be accepted or rejected within 3 days of it being quoted. This applies to customers whose item is already at our premises awaiting repair. The quotation may be intimated by email, telephone, text or post. If the customer fails to either accept or decline the quotation, the item will be regarded as ‘Unclaimed Items’ (See number 8).

10 - Payment: Kitamura accepts payment by cash, online payment or a guaranteed cheque. Online payment must be received in our bank account prior to delivery/collection of the repaired item or where Kitamura sees the transaction being made and enacted on delivery/collection of the repaired item. If the customer has received the repaired item in good faith, but has not made a payment, that Payment is due within 14 days of the invoice date. If the customer pays via cheque, we hold repaired equipment until the cheque has cleared fully into our account. Until cleared, the equipment WILL NOT be released under any circumstances.

Once the customer has agreed to any work being undertaken, Kitamura reserves the right to ask for full or part payment prior to the work being commenced. Where part or full payment is still pending, it will be required before collection/delivery of the repaired item. Should payment not be received on the due date, a cheque not honoured or an online payment not received or is reversed, then Kitamura will charge interest as detailed in the Late Payment of Commercial Debts (Interest) Act 1998 as amended and supplemented by the Late Payment of Commercial Debts Regulations 2002 which allows interest to be charged at 8% over the Bank of England Base rate and allows recovery of other expenses (

Any item received for repair, will remain the property of Kitamura until the invoice is paid in full within a maximum period of 30 days. If the invoice is still not paid, then the customer will lose ownership of the item. We reserve the right to dispose of the item via 2nd User Resale.

Kitamura takes the non-payment of its invoices very seriously and does pursue outstanding accounts.

11 - Discounts: Any discounts offered are only applicable to labour charges.

12 - Guarantee: Kitamura offers a 100 day guarantee (unless stated otherwise) on hardware repairs only. However, in the case of motherboard replacements, the customer will only receive the guarantee which is offered by our third-party supplier.

If Kitamura believes that the item has been misused or tampered with in anyway, the guarantee will be rendered void. Problems with Operating Systems, games and other software are not included and are the responsibility of the software publisher.
In the event of a guarantee return where a hardware repair has been done with no parts purchased, we will do our best to repair it. However, if the guarantee repair requires any parts, the customer should pay for them. If the customer wishes not to pay for the parts, Kitamura will return the item without repair to the customer and no part/full refund of the costs of the original repair will apply.
If a hardware repair is undertaken and any of the parts provided / installed fail after the 100 day guarantee period is over, but still has some manufacturer’s warranty, we can undertake the repair; however, a labour charge will apply.

13 - Complaints: Any complaints must be notified to us as soon as possible and within 7 days of the problem occurring. We will try to rectify any problems at this point. If the complaint is not rectified to the customer’s satisfaction then the complaint should be put in writing to be received within 7 days. Kitamura will investigate and its decision is final.

14 - Reporting of anything suspicious: Kitamura will report to the relevant authorities anything we believe to be suspicious/illegal/derogatory with regard to any files, software or similar found on a customer’s item or on a loaned laptop on its return to us. We especially despise paedophilia, this WILL be reported to the Police.

15 - Disclaimer: Kitamura accepts no liability in respect of any problem(s) it may not be able to remedy due to any matter beyond its control. This includes, but is not limited to the age, specification or condition of the customer’s item.

Under no circumstances shall we be liable, either in contract, tort or otherwise, to the customer, its employees, agents, or any third party, for any injury or damages, including without limitation, any direct, indirect, special or consequential damages, expenses, costs, profits, lost savings or earnings, interruption to business activity, lost or corrupted data, or other liability arising out of, or related to the services provided by Kitamura, or out of the installation, de-installation, use of, or inability to use the customer’s computer equipment, hardware, software or peripherals. The customer will, upon demand, indemnify Kitamura in respect of any loss, damage or injury arising from the provision of the services. For the avoidance of doubt Kitamura has no liability for customer data lost, or damage incurred in any circumstances whatsoever.

The 30 day equipment disposal and “equipment is left at owners own risk” disclaimer on the bottom of every Jobsheet is LEGALLY binding. Your signature on the signature strip underneath it, signifies that you accept this and we are exempt from any court or legal proceedings by you in the event of equipment loss due to non-payment or circumstances beyond our control such as burglary, fire or acts of God (floods, tornadoes, earthquakes etc).

Terms & Conditions are updated at least every 6 months. Last revised 1st March 2013

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