General Terms & Conditions
Last updated: October 2026
These Terms & Conditions apply to goods and services supplied by Zen Computers Ltd, trading as Zen Computer Shop (“Zen Computer Shop”, “Zen”, “we”, “us” or “our”).
By purchasing goods from us, instructing us to carry out work, leaving equipment with us for repair, or otherwise engaging our services, you agree to these Terms & Conditions.
Nothing in these Terms & Conditions affects your statutory rights as a consumer.
1. Our Services
Zen Computer Shop provides computer sales, repairs, upgrades, data transfer, IT support, remote support, onsite support, networking and associated technology services to home and business customers.
We will carry out our services with reasonable care and skill. However, computer diagnosis and repair can involve circumstances that cannot always be identified in advance, and successful repair or recovery cannot always be guaranteed.
Where we provide an estimate, quotation or diagnosis, this will be based on the information and condition of the equipment reasonably available to us at that time.
If we discover that additional work or parts are required which would materially change the agreed price, we will normally contact you for authorisation before proceeding.
2. Prices and VAT
Unless otherwise stated, prices quoted to consumers include VAT at the prevailing rate.
Prices quoted to business customers may be shown excluding VAT where this is made clear.
Quotations are based on the work and information known at the time they are prepared. If additional faults or requirements are subsequently discovered, we will advise you before carrying out significant additional chargeable work.
3. Onsite Call-Outs
Onsite IT support and call-outs are normally charged according to the applicable hourly rate unless a fixed price or alternative arrangement has been agreed beforehand.
Chargeable time begins when our technician leaves our premises to travel to the customer and continues until the onsite work is completed, unless otherwise agreed.
The majority of our call-outs are completed within the first hour, but this cannot be guaranteed.
IT troubleshooting is provided on a best-efforts basis. Some faults may require additional diagnostic work, replacement equipment, third-party assistance or a subsequent visit.
Where we cannot reasonably resolve a problem during the initial visit, time already spent diagnosing or attempting to resolve the problem remains chargeable.
4. Workshop Repairs and Assessment
Equipment left with Zen Computer Shop for diagnosis or repair will be recorded against a repair or job ticket.
Customers should retain their ticket or job number where provided, as this helps us quickly identify the equipment and associated work.
An assessment or diagnostic charge may apply where equipment has been examined and the customer subsequently decides not to proceed with the quoted repair. The applicable assessment charge will be advised at the time the equipment is booked in or before chargeable assessment work begins.
Where a repair proceeds following our quotation, we may waive the assessment charge where this has been stated as part of the repair service.
5. Repair Timescales
We aim to complete workshop repairs as quickly as reasonably possible and many repairs are completed within a few working days.
Any timescale provided is an estimate unless we have expressly agreed otherwise.
Repairs can occasionally take longer due to factors outside our control, including availability and shipping of replacement parts, manufacturer or supplier delays, particularly difficult or intermittent faults, and the need for additional diagnostic work.
We will make reasonable efforts to keep customers informed where a repair is subject to a significant delay.
6. Customer Data and Backups
Computers and other electronic devices can fail without warning. Diagnostic work, hardware faults, malware, software corruption, operating system problems and other technical issues can also result in data becoming damaged, inaccessible or lost.
Zen Computer Shop takes reasonable care when handling customer equipment and data and will make reasonable efforts to protect data during work carried out by us.
However, customers are responsible for maintaining appropriate backups of their important data before equipment is supplied to us wherever reasonably possible.
Unless a backup, data transfer or data recovery service has specifically been requested, the preservation or recovery of data is not automatically included as part of a repair.
We cannot guarantee that data will always be recoverable or preserved. This is particularly important where equipment is already faulty, damaged, infected with malware or suffering from storage-device failure when it is supplied to us.
Nothing in these Terms & Conditions excludes or limits any liability which cannot lawfully be excluded or limited.
7. Data Transfers and Temporary Copies
Where we perform a data transfer, migration, recovery or similar service, we may need to temporarily store a copy of customer data on our secure systems or storage devices.
Unless otherwise agreed with the customer, temporary working copies of customer data created for this purpose will be deleted within 14 days of completion of the data transfer or related work.
Customers should therefore check their transferred data promptly and notify us as soon as possible if they believe anything is missing.
After the temporary copy has been deleted, we cannot guarantee that the data can be recovered again without access to the original source device or another backup.
This temporary data-retention period is separate from normal customer, transaction, accounting and service records which we may be required or entitled to retain for legitimate business or legal purposes.
8. Passwords and Access to Equipment
Some services may require access to a customer's computer, device, user account or online service.
Where necessary, customers may provide us with passwords or other credentials solely for the purpose of carrying out the requested work.
Customers should not provide credentials that are not required for the work.
Where appropriate, we recommend that customers change passwords supplied to us once the work has been completed.
We will take reasonable precautions to protect credentials provided to us and will not knowingly use them for any purpose unrelated to the work authorised by the customer.
9. Operating System Reinstallation
In some circumstances a repair may require Windows, macOS or another operating system to be reinstalled or reset.
Where reasonably possible, we will obtain the customer's permission before carrying out work that is expected to erase the contents of a device.
An operating system reinstall may remove installed applications, settings, user accounts and locally stored data.
Unless specifically included in the agreed work, reinstalling third-party software, configuring printers or peripherals, recovering application settings and sourcing replacement software licences are not included as part of a standard operating system installation.
Additional configuration and recovery services may be available at our normal service rates.
10. Parts Used in Repairs
Replacement parts may be new, refurbished or equivalent replacement components depending upon availability, price and what has been agreed with the customer.
Where refurbished or alternative parts are proposed and this is material to the repair, we will make this clear to the customer.
Parts removed from customer equipment may be disposed of or recycled once the repair is completed unless the customer has specifically requested their return before the repair is undertaken.
11. Refurbished Computers
Unless otherwise stated at the time of sale, refurbished computers supplied by Zen Computer Shop include a 12-month return-to-base warranty.
Our refurbished computers are tested before sale and may show reasonable cosmetic signs of previous use.
The warranty covers hardware faults arising during normal use, subject to the exclusions below.
The warranty does not cover accidental damage, liquid damage, misuse, physical damage, malware or virus infection, software problems caused after supply, unauthorised modification or repair, or damage caused by unsuitable third-party equipment.
Batteries are consumable components and are not included within our standard 12-month refurbished computer warranty unless expressly stated otherwise.
Where a battery is supplied with refurbished equipment, we will test that it is functioning at the time of sale, but we cannot guarantee the remaining capacity or lifespan of a previously used battery.
Our refurbished computer warranty is return-to-base (RTB). The customer is responsible for returning the equipment to Zen Computer Shop and for collecting it following completion of warranty work, unless another arrangement has been agreed.
This warranty is provided in addition to, and does not replace or restrict, any statutory rights you may have as a consumer.
12. Warranty Repairs
Where equipment is returned under a Zen Computer Shop warranty, we will examine the equipment to establish whether the reported problem is covered by that warranty.
Where a valid warranty fault is confirmed, we will repair or otherwise deal with the equipment in accordance with the applicable warranty and the customer's statutory rights.
Warranty coverage does not automatically include onsite attendance, collection, delivery, data backup, data recovery or reconfiguration unless these services were expressly included in the original agreement.
Customers remain responsible for backing up their data before submitting equipment for warranty work wherever reasonably possible.
13. Payment
Payment is due according to the terms shown on the relevant invoice, quotation, sales order or other agreement.
For workshop repairs and retail purchases, payment will normally be required before or when the equipment or goods are collected.
For business customers with agreed credit terms, payment must be made within the period stated on the invoice.
Goods remain the property of Zen Computers Ltd until payment has been received in full where permitted by law.
14. Uncollected Equipment
Customers are responsible for collecting equipment promptly after being notified that work has been completed or that equipment is ready for collection.
Where equipment remains uncollected, we will make reasonable attempts to contact the customer using the contact information supplied to us.
If equipment remains uncollected for an extended period, particularly where outstanding charges remain unpaid, we reserve the right to take appropriate steps regarding storage, recovery of amounts owed and eventual disposal of the equipment after giving appropriate notice and in accordance with applicable law.
Customers are responsible for ensuring that we hold current and accurate contact information.
15. Remote Support
Where a customer authorises remote support, they give Zen Computer Shop permission to access the relevant computer or device remotely for the purpose of diagnosing or resolving the requested issue.
Remote support is provided on a best-efforts basis and successful resolution cannot always be guaranteed.
The customer may terminate a remote support session at any time.
16. Third-Party Services and Software
Some work may involve products or services provided by third parties, including Microsoft, Apple, Google, internet service providers, cloud providers, software developers, hardware manufacturers and other suppliers.
We cannot guarantee the availability, continued operation or behaviour of third-party products and services which are outside our control.
Licensing, subscription and usage terms imposed by those providers remain subject to their own terms and conditions.
17. Limitation of Liability
We will exercise reasonable care and skill when providing our services.
However, technology can fail unpredictably and we cannot guarantee that every fault can be repaired, that every item of data can be recovered, or that third-party hardware, software or services will continue to operate without interruption.
We will not be responsible for losses caused by circumstances outside our reasonable control.
Where permitted by law, we will not be responsible for indirect or consequential business losses arising from downtime, loss of productivity, loss of opportunity or failure of third-party services.
Nothing in these Terms & Conditions excludes or restricts liability where doing so would be unlawful, including liability for death or personal injury caused by negligence or any statutory rights that cannot legally be excluded.
18. Consumer Cancellation Rights
Where a consumer purchases goods or services online, by telephone, or in certain circumstances away from our business premises, statutory cancellation rights may apply.
Where applicable, consumers normally have 14 days in which to exercise their right to cancel, subject to the exceptions and conditions provided by law.
Where a consumer expressly asks us to begin providing a service during a statutory cancellation period, they may be required to pay for services reasonably supplied before cancellation.
Certain services, goods or circumstances may be exempt from the statutory right to cancel.
Nothing in these Terms & Conditions limits any cancellation rights provided by applicable consumer law.
19. Statutory Consumer Rights
Nothing in these Terms & Conditions is intended to exclude or restrict rights provided to consumers by law.
Goods supplied to consumers must meet the requirements imposed by applicable consumer legislation, including requirements relating to satisfactory quality, fitness for purpose and correspondence with their description.
Services supplied to consumers will be performed with reasonable care and skill.
Any commercial warranty offered by Zen Computer Shop is additional to these statutory rights.
20. Personal Information and Privacy
Zen Computers Ltd is committed to protecting personal information and complying with applicable UK data protection legislation.
We process customer information where necessary to provide our services, communicate with customers, administer customer accounts and transactions, maintain appropriate business records, meet legal obligations and protect our legitimate business interests.
Further information about the personal information we collect, how it is used, how long it is retained and the rights available to individuals can be found in our Privacy Notice.
21. Changes to These Terms
We may update these Terms & Conditions from time to time to reflect changes to our services, business practices or applicable law.
The version applicable to a transaction or service will normally be the version in effect when the relevant goods or services were ordered or agreed.
22. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Nothing in this section affects any rights a consumer may have regarding the jurisdiction in which a dispute may be brought.
23. Contact Us
If you have a question about these Terms & Conditions, an order, repair or service provided by us, please contact:
Zen Computers Ltd
Trading as Zen Computer Shop
53 High Street
Glastonbury
Somerset
BA6 9DS
United Kingdom
Telephone: 01458 899845
Email: hello@zencomputershop.com