Fretronics Engineering provides a professional and high-quality service to all customers. We thank you for your custom and are grateful for entrusting your equipment with us. In order to achieve a high-quality service and in the interests of clarity, Fretronics Engineering operates a set of general Terms and Conditions, detailed below. These Terms and Conditions are not exhaustive and are subject to change at any time. By using Fretronics Engineering’s services, the Customer accepts the following Terms and Conditions. The place of jurisdiction shall be the place of business of Fretronics Engineering using these General Terms and Conditions.
The governing law shall be the law of Scotland. Each of the parties to this Agreement irrevocably agrees that the courts of Scotland have exclusive jurisdiction to hear and decide any suit, action or proceedings to settle any disputes which may arise out of or in connection with this Agreement.
1. EQUIPMENT DROP OFF / PICK UP / SEND IN
All items must be brought to the location specified by Fretronics Engineering at the time of enquiry, unless specified otherwise. A pick up service is available within a reasonable distance at the discretion of Fretronics Engineering, with the Customer liable for any extra costs.
Any items sent in for repair or service must be well packaged with Customer contact details and fault description enclosed with the item. Any shipping charges incurred (sent or received) are to be paid by the Customer. Any items sent without prior agreement will not be accepted and returned to the Customer.
The Customer is entirely responsible for correct packaging of the item and Fretronics Engineering under no circumstances is responsible for loss or damage to the item due to insufficient or improper packaging.
Any noted damage at the time of the item being received by Fretronics Engineering will be detailed on the job sheet, however this is subject to change upon any closer inspection at a later date – e.g. through the diagnostics stage or other. If any significant damage is found upon closer inspection the customer will be contacted immediately.
A minimum deposit equal to the hourly rate (as detailed in the Charges section) is also required before any work can commence. This deposit, commonly referred to as a “bench fee”, covers the first hour of work. This includes disassembly and the first stage of diagnosis.
2. QUOTATIONS AND ESTIMATES
Repair services costs are based on parts and labour. Quotations and estimates are issued subject to the price and availability of necessary components required at the time of acceptance. A verbal estimate of likely charges can be offered once diagnostic work has been undertaken, on the understanding that this may be subject to change as work progresses. This is due to the possibility that other faults can only become apparent after other problems are resolved. Customers can be updated of changes during the course of the work. Work will be suspended pending the receipt of further instructions. If the revised estimate has been refused or additional parts are no longer available, the Customer is liable for the full payment of the work already carried out. Where an estimate has been provided and there has been no reply for one calendar month, Fretronics Engineering assumes that the estimate has been refused.
Equipment undergoes a series of tests, during which the aim is to identify the cause(s) of faults. Sometimes faults can be resolved at this stage. In order to perform diagnostics, essential new parts may need to be fitted, the costs of which will be additionally charged for.
At the end of the diagnostics stage, the Customer is advised of likely charges. If it is decided to not continue with the repair, then we will try our best to return the item to a similar state as when received. This cannot be guaranteed, since components that are partially functioning to begin with may no longer be at the end of testing.
4. REPAIR / INTERMITTENT DEFECTS
Fretronics Engineering agrees to use all reasonable endeavours to service or repair the item and/or to remedy any faults on it reported by the Customer.
Fretronics Engineering will make every effort to keep a stock of commonly used parts. This is however, not guaranteed.
Spare parts will be purchased from other suppliers and Fretronics Engineering will use its best endeavours to ensure a fast delivery. Advanced payment from the Customer may be required for such spare parts. Any repair is subject to the availability of parts.
Intermittent defects can be very difficult to resolve, if at all. Work will only be accepted on the understanding that there is no guarantee of a successful outcome or if the fault re-occurs then work will only continue at the Customer’s request and further expense.
5. COMPLETION TIMES
Fretronics Engineering aims to repair, properly test and return equipment as quickly as possible. When equipment is received for repair, at subsequent stages, we will give an approximate indication of the time required to carry out work, including time taken to begin work. The timescale given is subject to change as the work progresses. This could be extended due to many factors outside Fretronics Engineering’s control, such as further issues becoming apparent, delays in acquiring spare parts, etc.
If within this period the Customer decides to cancel/not continue with the repair or production, the Customer is liable to pay the full estimated amount, without exception. Fretronics Engineering will always try to meet the demands of Customers, but strict deadlines for completion of work cannot be agreed to. Customers should therefore make contingency plans in the event of delays.
The Customer will be charged for parts, labour and any courier fees (if applicable) at the rates determined by Fretronics Engineering. Fretronics Engineering reserves the right to request a deposit, further to the bench fee, against any repair which, in its opinion, is likely to exceed a significant proportion of the depreciated value of the item. The charges for all services provided do not include carriage/delivery charges and all prices are subject to alteration by Fretronics Engineering at any time, without prior notice. Fretronics Engineering offers a “standard” repair labour rate charged at £40 per hour. An “emergency” rate is also available, charged at £60 per hour. The emergency rate is used to have the item jump the queue and ensure it is completed at a faster rate. This is subject to the availability of parts and the rates are liable to change at any point. For an “on-site” repair or any repair estimated to exceed a full days work (at 8 hours), 50% of the estimated charge is payable up front before work can commence.
All due payments, unless otherwise agreed, must be paid on or before the item collection by the Customer or delivery by Fretronics Engineering or a courier company. Items cannot be released until full payment has been received. For any work carried outside of Fretronics Engineering’s premises (e.g. in a studio or music venue), the payment must be made within the time scale shown on the invoice. Fretronics Engineering reserves the right to charge for late payment. Payment is to be made by cash, card, PayPal or bank transfer (relevant fees will apply) , details of which can be obtained from a Fretronics Engineering representative. Fretronics Engineering does not store any card details, nor send them via end-user messaging technologies.
8. COLLECTION, DELIVERY, UNCOLLECTED ITEMS
When the Product is ready for collection or delivery, Fretronics Engineering contacts the Customer by the contact details as specified by the Customer. The Customer and Fretronics Engineering must agree reasonable times when the Product will be collected from a location agreed previously. A delivery service can be offered within a reasonable distance at extra cost set by Fretronics Engineering. Fretronics Engineering may also publish photos of the equipment repaired or designed on our website or social media which does not require customer’s consent. No details that identify the customer will be published without their permission. We also publish a list of our B2B clients but we will always ask permission from those involved before we do.
Due to an obvious limit on the physical space available on our premises, unless otherwise agreed, any items not paid for and collected within six calendar months will then incur a £10 per week storage fee on top of repair total. After 12 months, the item will be sold or dismantled to recover costs of the services. Where the Customer was informed that the Product is beyond economical repair or where the estimate has been refused, the Customer and Fretronics Engineering shall agree reasonable times when the Product will be collected from an agreed location. If the Product is not collected within six calendar months, the title to the Product shall pass to Fretronics Engineering, who shall be free to dispose of the Product in order to recuperate costs. The Customer will be liable for any charges for such a disposal. The Customer must inform Fretronics Engineering if any of the Customer’s contact details change in order to avoid the item being uncollected.
Fretronics Engineering warrants that any repair or service made hereunder shall be free of defect in labour and workmanship for the period of 90 days after delivery or collection of the Product by the Customer. This warranty does not cover any other faults not previously reported by the Customer, any new faults developed during the warranty period, any faults due to a previous repair or any issues developed through delivery or any work not undertaken by Fretronics Engineering. For example, an amplifier with a broken input jack that is repaired, but then returned for a faulty potentiometer. This warranty excludes wear and tear (such as crackly pots or jacks), physical damage, any damage due to incorrect use or misuse and any damage due to unauthorised repair or attempt to repair. The authorisation of the repair does not extend to any parties outside of Fretronics Engineering. Any components sourced and fitted by Fretronics Engineering will be guaranteed as per the manufacturer’s guarantee. If components are supplied by the Customer, they are exempt from this warranty. If the examination of a complaint in respect of a defect shows that the case does not fall under the warranty, the performance and invoicing of the examination and, where appropriate, elimination of the fault will be carried out under these Terms and Conditions for Repair Contracts at the appropriate price set out under the Charges Section.
10. DESIGN AND CUSTOM SOLUTIONS
All design and custom solution work are subject to individual contracts.
Responsible authority within the meaning of data protection laws, in particular the General Data Protection Regulation (GDPR): Information Commissioner’s Office.
You may request to:
- Receive confirmation as to whether or not personal information concerning you is being processed and access your stored personal information, together with supplementary information.
- Receive a copy of personal information you directly volunteer to us in a structured, commonly used and machine-readable format.
- Request rectification of your personal information that is in our control.
- Request erasure of your personal information.
- Object to the processing of personal information by us.
- Request to restrict processing of your personal information by us.
- Lodge a complaint with a supervisory authority.
However, please note that these rights are not absolute and may be subject to our own legitimate interests and regulatory requirements.
If you wish to exercise any of the above rights or receive more information, please contact our Data Protection Officer (“DPO”) using the details provided below:
We will retain your personal information for as long as necessary to provide our services, and as necessary to comply with our legal obligations, resolve disputes and enforce our policies. Retention periods will be determined taking into account the type of information that is collected and the purpose for which it is collected, bearing in mind the requirements applicable to the situation and the need to destroy outdated, unused information at the earliest reasonable opportunity. Under applicable regulations, we will keep records containing client personal data, account opening documents, communications and anything else as required by applicable laws and regulations. We may rectify, replenish or remove incomplete or inaccurate information, at any time and at our own discretion.
Grounds for data collection
Processing of your personal information (i.e. any information which may potentially allow your identification through reasonable means; hereinafter “Personal Information“) is necessary for the performance of our contractual obligations towards you and providing you with our services, to protect our legitimate interests and for compliance with legal and financial regulatory obligations to which we are subject.
What information do we collect?
We collect two types of data and information from Users.
The first type of information is unidentified and non-identifiable information pertaining to a User(s), which may be made available or gathered via your use of the Site (“Non-personal Information”). We are not aware of the identity of a User from which the Non-personal Information was collected. Non-personal Information which is being collected may include your aggregated usage information and technical information transmitted by your device, including certain software and hardware information (e.g. the type of browser and operating system your device uses, language preference, access time, etc.) in order to enhance the functionality of our Site. We may also collect information on your activity on the Site (e.g. pages viewed, online browsing, clicks, actions, etc.).
The second type of information is Personal Information, which is individually identifiable information, namely information that identifies an individual or may with reasonable effort identify an individual. Such information includes:
- Device Information: We collect Personal Information from your device. Such information includes geolocation data, IP address, unique identifiers (e.g. MAC address and UUID) and other information which relates to your activity through the Site.
- Registration information: When you use our services various contact methods are taken (e-mail address, phone number, physical address etc.) as well as full name and/or company name and registration details
How do we receive information about you?
We receive your Personal Information from various sources:
- When you voluntarily provide us with your personal details in order to register on our Site;
- When you use or access our Site in connection with your use of our services;
- From third-party providers, services and public registers (for example, traffic analytics vendors).
How is the information used? With whom do we share the information?
We may use the information for the following:
- Communicating with you – sending you notices regarding our services, providing you with technical information and responding to any customer service issue you may have;
- To communicate with you and to keep you informed about our latest updates and services;
- For statistical and analytical purposes, intended to improve the Site and our services
- In addition to the different uses listed above, we may transfer or disclose Personal Information to our subsidiaries, affiliated companies and subcontractors.
- Hosting and operating our Site;
- Providing you with our services, including providing a personalised display of our Site;
- Storing and processing such information on our behalf;
- Serving you with advertisements and to assist us in evaluating the success of our advertising campaigns and help us retarget any of our users;
- Providing you with marketing offers and promotional materials related to our Site and services;
- Performing research, technical diagnostics or analytics;
We may also disclose information if we have good reason to believe that disclosure of such information is helpful or reasonably necessary to: (i) comply with any applicable law, regulation, legal process or governmental request; (ii) enforce our policies (including our Agreement), including investigations of potential violations thereof; (iii) investigate, detect, prevent or take action regarding illegal activities or other wrongdoing, suspected fraud or security issues; (iv) to establish or exercise our rights to defend against legal claims; (v) prevent harm to the rights, property or safety of us, our users, yourself or any third party; or (vi) for the purpose of collaborating with law enforcement agencies and/or in case we find it necessary in order to enforce intellectual property or other legal rights.
A “cookie” is a small piece of information that a website assigns to your device while you are viewing a website. Cookies are very helpful and can be used for various different purposes. These purposes include allowing you to navigate between pages efficiently, enabling automatic activation of certain features, remembering your preferences and making the interaction between you and our Services quicker and easier. Cookies are also used to help make sure that the advertisements you see are relevant to you and your interests and to compile statistical data on your use of our Services.
The Site uses the following types of cookies:
a. ‘session cookies’, which are stored only temporarily during a browsing session in order to allow normal use of the system and are deleted from your device when the browser is closed;
b. ‘persistent cookies’, which are read only by the Site, saved on your computer for a fixed period and are not deleted when the browser is closed. Such cookies are used where we need to know who you are for repeat visits, for example to allow us to store your preferences for the next sign-in;
c. ‘third-party cookies’, which are set by other online services who run content on the page you are viewing, for example by third-party analytics companies who monitor and analyse our web access.
Cookies do not contain any information that personally identifies you, but Personal Information that we store about you may be linked, by us, to the information stored in and obtained from cookies. You may remove the cookies by following the instructions of your device preferences; however, if you choose to disable cookies, some features of our Site may not operate properly and your online experience may be limited.
We use a tool which is based on the Snowplow Analytics technology to collect information about your use of the Site. The tool collects information such as how often users access the Site, which pages they visit when they do so, etc. The tool does not collect any Personal Information and is only used by our Site hosting and operating service provider to improve the Site and services.
Use of script libraries (Google Web Fonts)
In order to present our contents correctly and make them graphically appealing across all browsers, we use script libraries and font libraries such as Google Web Fonts (https://www.google.com/webfonts) on this website. Google Web Fonts are transferred to your browser’s cache to avoid multiple loading. If your browser does not support Google Web Fonts or does not allow access, content will be displayed in a default font.
- Calling script libraries or font libraries automatically triggers a connection to the library operator. In theory, it is possible – but currently also unclear whether and, if so, for what purposes – that operators of corresponding libraries collect data.
Third-party collection of information
How do we safeguard your information?
Transfer of data outside the EEA
Please note that some data recipients may be located outside the EEA. In such cases we will transfer your data only to such countries as approved by the European Commission as providing adequate level of data protection, or enter into legal agreements ensuring an adequate level of data protection
We may use a third-party advertising technology to serve advertisements when you access the Site. This technology uses your information with regards to your use of the Services to serve advertisements to you (e.g., by placing third-party cookies on your web browser).
You may opt out of many third-party ad networks, including those operated by members of the Network Advertising Initiative (“NAI”) and the Digital Advertising Alliance (“DAA”). For more information about this practice by NAI and DAA members, and your choices regarding having this information used by these companies, including how to opt-out of third-party ad networks operated by NAI and DAA members, please visit their respective websites: http://optout.networkadvertising.org/#!/ and http://optout.aboutads.info/#!/.
We may use your Personal Information such as your name, email address, telephone number, etc., ourselves or by using our third-party subcontractors, for the purpose of providing you with promotional materials concerning our services which we believe may interest you.
To respect your right to privacy, within such marketing materials we provide you with the means to opt out of receiving further marketing offers from us. If you unsubscribe, we will remove your email address or telephone number from our marketing distribution lists.
Please note that even if you have unsubscribed from receiving marketing emails from us, we may send you other types of important email communications without offering you the opportunity to opt out of receiving them. These may include customer service announcements or administrative notices.
We understand the importance of protecting children’s privacy, especially in an online environment. The Site is not designed for or directed at children. Under no circumstances shall we allow the use of our services by minors without prior consent or authorisation by a parent or legal guardian. We do not knowingly collect Personal Information from minors. If a parent or guardian becomes aware that his or her child has provided us with Personal Information without their consent, he or she should contact us at email@example.com.
How to contact us
If you have any general questions about the Site or the information we collect about you and how we use it, you can contact us at firstname.lastname@example.org.
Last Modified 15/05/2020