Services Terms & Conditions

General Terms & Conditions

Our Agreement

By ordering services from Team 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

Twelve Month Warranty

All the Team Knowhow services carry a twelve 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 Team Knowhow experts 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 our Team Knowhow experts 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:

  • 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 Team Knowhow experts upon visiting) our Team Knowhow experts 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

DSG Retail Limited (registered in England and Wales, number 504877) and The Carphone Warehouse Limited (registered in England and Wales, number 2142673) trading as Team Knowhow. Registered address: 1 Portal Way, London, W3 6RS

In these terms and conditions, references to "we" and "us" are to DSG Retail Limited trading as Team Knowhow.

If you have any problems get in touch through our contact forms however if you prefer to write we can be contacted at:

Team Knowhow Customer Services
DSG Retail Limited
The Parkway
Sheffield S2 5DD
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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

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
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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
  • 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
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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
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Integrated Appliance Installation

What isn't covered by our Integrated 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 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
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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 installation services:

  • Brackets, cables or Wi-Fi dongles must be purchased separately
  • Existing internet connection required for applicable devices
  • Electrical works
  • In certain circumstances it may not be possible to embed the cables
  • TV & Home Cinema Set Up & Demo - We won't clip any leads and cables to the skirting board
  • We won't personalise or optimise picture quality

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
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Smart Home Set Up

What isn't covered by our Smart Home Set up & Demo installation service:

  • Brackets, cables or Wi-Fi dongles must be purchased separately
  • Existing internet connection required for applicable devices
  • Electrical works
  • In certain circumstances it may not be possible to embed the cables

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
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Computer Set Up

What isn't covered by our Computer Set Up and Computer Set Up & Personalise service:

  • You will need to buy any Internet Security Software you want us to install
  • You will need to buy a mobile broadband subscription if you want us to set this up for you
  • Does not 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
  • Make sure you have all the correct cables to connect your computer, peripherals etc
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Mobile & Tablet Set Up

What isn't included with our Tablet Set Up 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
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In-store Tutorial

  • The duration of the In-Store Tutorial is approximately 30 minutes, but does not include the time it takes to set up your device
  • Windows / Apple / Chromebook In-Store Tutorial is only available with a new computer bought in store
  • You will need to buy any Internet Security or Office software you want us to install
  • Paid for software and apps are not included in this service, but we can help with installing them
  • Memory cards are purchased separately unless supplied with your device
  • 3G mobile broadband subscriptions must be purchased separately
  • Apple iCloud subscription must be purchased separately
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Online Tutorial

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Tech Support

What isn't covered by our Tech Support 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
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Laptop Repairs

We want you to know about the terms and conditions for our repair service so there are no surprises when you visit us in store:

  • We can repair a wide range of laptops and netbooks. Just bring it into a PC World or Currys with a Knowhow Service Bar and we will provide a free consultation for you
  • 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 fixed price that covers the repair to your laptop . This is non-refundable unless we cannot repair your product
  • If we need to send your laptop or netbook away, our call centre will ring you and let you know
  • Our repair work is guaranteed for 12 months from the date the product is returned to you for the fault we repair if the part goes faulty
  • Full terms and conditions can be found on Currys
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Computer Repairs

We want to explain the terms and conditions of our Computer Repairs service so there are no surprises when you visit us in store:

  • 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 fixed price service charge that covers the repair to your computer including parts. This is non-refundable unless we cannot repair your product
  • Our repair work is guaranteed for 12 months from the date the product is returned to you and covers the repair we carry out
  • Full terms and conditions can be found on Currys
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TV Repairs

We want you to know about the terms and conditions of our TV Repairs service so there are no surprises when you visit us in store:

  • 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 a 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 12 months from the date the product is returned to you
  • Full terms and conditions can be found on Currys
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Laundry, Fridge Freezer & Cooker Repairs

We want to explain the terms and conditions of our Laundry Repairs services so there are no surprises when you visit us in store:

  • If the repair to your product is not covered by our guarantee or your service agreement, you will have to pay for the repair
  • The cost of labour, parts (up to £150) and general advice is included
  • We will make reasonable efforts to repair your product, subject to the availability of any parts required
  • The repair will be carried out in your home
  • You will pay a fixed fee when the repair is booked. This fee is non-refundable unless we cannot repair your product
  • Our repair work is guaranteed for 12 months from the date of repair
  • Full terms and conditions can be found on Currys: Fixed Price Repair & Repair & Protect
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Repair & Support Plans

Repair & Support Plan Fixed Term
Repair & Support Plan Monthly
Repair & Support Plan for Computers & Gadgets
Repair & Support Plan Upgrade Anytime
Instant Replacement Plan

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Mobile Complete Insurance

Team Knowhow

Terms & Conditions, Jul 17 - Present

Geek Squad Mobile Complete (Monthly/Yearly) Insurance

Terms & Conditions, Jan 17 - Jul 17
Terms & Conditions, Oct 16 - Jan 17
Terms & Conditions, July 16 - October 16
Terms & Conditions, April 16 - July 16
Terms & Conditions, July 15 - March 16
Terms & Conditions, March 15 - July 15
Terms & Conditions, Nov 14 - March 15

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Cloud Storage

  • For full terms & conditions, please ask a colleague in-store or visit TeamKnowhow.com/CloudStorage.
  • Card details will be required on registration, but no payment will be taken at this point. Your account will auto-renew at the end of your chosen subscription period (unless you notify us that you wish to cancel no less than 1 week prior to or no greater than 14 days after your subscription end date by completing the cancellation form at TeamKnowhow.com/CloudStorage) and your card provided will be charged. Please see TeamKnowhow.com/CloudStorage for our complaints handling policy in relation to cloud services.
  • See our support site at TeamKnowhow.com/CloudStorage for detailed minimum requirements.
  • Internet connection required to back up and access on a computer, smartphone, or tablet. Data charges may apply.
  • Streaming of DRM-protected media (i.e. iTunes video etc) is not supported.
  • This service is provided on behalf of DSG Retail Ltd by Livedrive Internet Limited, The Battleship Building Ground & 1st Floor Mezzanine, 179 Harrow Road, London, W2 6NB, who is a third party service provider. Livedrive’s terms of use apply.
  • For more details, including how you may cancel your subscription, please ask instore or visit TeamKnowhow.com/CloudStorage.
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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
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Mobile Trade-in

  1. You confirm that you consent to The Carphone Warehouse trading as Team Knowhow using your information (including name, address, telephone number, email address, Device make/model/IMEI/network) to allow us to process your trade in and contact you and the network in relation to the trade in and unlocking of the Device only.
  2. You will be deemed to have accepted these terms and conditions ("Conditions") when you provide us with the device you wish to trade in (the "Device") by either handing us the Device if you trade in in-store, or sending the Device to us if you trade in online or over the telephone. Before providing us with the Device, if you have any questions relating to these Conditions please contact us via our website at teamknowhow.com or by calling us on 0370 111 6565.
  3. You confirm that you are either the owner of the Device or you have obtained express permission from the rightful owner to trade in the Device.
  4. The Device must not be stolen or listed with us or a third party as stolen. We will check the Device with CheckMEND, from the suppliers of IMMOBILISE as used by UK Police forces to trace stolen and missing property. If the Device fails any due diligence check we may notify the relevant police authority and we may pass the Device and your details to them and the Quoted Value will not be paid to you.
  5. The Device must not have been purchased from a Carphone Warehouse store within the 30 days prior to trade in.
  6. The quoted Device trade in value ('Quoted Value') will be determined by us or a third party on our behalf based on the make and model of the Device.
  7. If the Device contains a SIM card, you must remove this along with any accessories prior to trade in. We will not be liable for any consequences of you not removing the SIM card or accessories, including any payments associated with the Device or the SIM card.
  8. Data stored on the Device that you wish to retain must be saved elsewhere and you must remove any memory card and/ or all data that has been put onto the Device prior to trade in. We will not be liable for any damage, loss or erasure of any such data or for any consequences of you not removing your data or memory card, including use or disclosure of such data.
  9. We may deem the Device to be a Working Device or a Non-Working Device, where a:

'Working Device' means all features of the Device are in good working order and condition, there is no physical damage (e.g. not bent, mis-shaped and has all parts, no missing pixels, burnt LCDs, screen has no cracks or chips and device Home button works) or evidence of liquid damage. Its battery is included and can charge and power up, camera has no damage or faults, has sound and vibrates, not be subject to any previously agreed trade in arrangement and in the case of Apple products, any iCloud accounts must be deleted from the Device prior to trade in; and

'Non-Working Device' means a Device that is not fully functional (e.g. does not power up, has a damaged screen, case or buttons, or has water damage) but includes a battery, has all its parts, is not crushed or bent, has no missing components and is not subject to any previously agreed trade-in arrangement, and for either the Working Device or Non-Working Device:

  1. For trade ins in Carphone Warehouse stores only:
  2. we will pay the Quoted Value onto your debit card where available within 3 working days; or
  3. the value can be used to create a Trade-in credit note against any purchase you make in store; or
  4. the value can be used as part or full payment for other products. When the Trade-in value exceeds the cost of the purchased product(s), any remaining value can be refunded onto a debit card or used to create a Trade-in credit note.
  5. Once you have traded in the Device, it will not be returned to you under any circumstances.
  6. For trade ins completed online and by telephone only:
  7. Following you accepting to trade in, we will send you a pre-paid addressed padded envelope (the "Envelope") within 3 working days. We will only accept the Device if it is returned to us in this Envelope. We will not be liable for loss of your Device before we receive it;
  8. In order to honour the Quoted Value we must receive the Device within 14 calendar days of you accepting to trade in; and
  9. Provided the Device received is as advised by you and has been received within the 14 calendar days in the Envelope, we will send you a cheque within 7 working days or make a transfer via BACS for the Quoted Value within 3 working days of receipt of the Device.
  10. If the Device received does not completely match the description and detail as advised by you or we have not received it within the 14 calendar days, we will contact you to give you the option either to have the Device returned to you at our cost, in which case no value will be paid to you, or proceed with the trade in at a new value advised to you. If you do not respond to this contact as advised therein within 7 working days, we will assume that you have accepted our revised offer and proceed with payment accordingly. Should you wish to make a complaint about the trade-in service, you may do so in the following way:
    • by calling 0370 111 6565
    • in writing addressed to The Carphone Warehouse, PO Box 373, Southampton, SO30 2PP
  11. Both parties aggregate liability in relation to these Conditions (whether in contract or for negligence or breach of statutory duty or otherwise howsoever and whether to any entrant or otherwise) for any loss or damage shall be limited to and in no circumstances shall exceed £250 for any one incident or series of related incidents.
  12. Team Knowhow reserves the right to withdraw or to change the terms of this offer at any time. Changes will be published on our website at teamknowhow.com
  13. Nothing in these terms and conditions shall affect your statutory rights.
  14. These Conditions are governed by English Law and the courts of England shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Conditions.
  15. Each clause of these Conditions shall be construed separately and independently of each other and the invalidity of any one part shall not affect the validity of any other part.
  16. Calls to our telephone numbers should be charged at local rates but may vary from some providers and mobile phones. Calls may be monitored and/ or recorded.
  17. 'CPW' means The Carphone Warehouse Limited (registered no. 2142673), 1 Portal Way, London W3 6RS VAT Number 927 2265 40. Team Knowhow is a trading name of The Carphone Warehouse.
  18. 'We/ us/ our' means The Carphone Warehouse Limited.

Other terms:

  • We reserve the right to withdraw this promotion or change these terms and conditions at any time
  • Maximum of 1 trade-in per connected promotional product.
  • Trade-in value will be calculated at the time of the trade-in.
  • Promotional value will be automatically calculated.
  • For online transactions, the handset must arrive within 14 days after the end of the offer to be eligible for this offer.
  • As per standard trade-ins terms and conditions
  • Traded-in phone must be a mobile phone used on the UK network within the last 10 years
  • Trade-In call centre opening hours are 9am-7pm Monday-Friday, 10-6pm Saturday and 10-5pm on Sunday. Calls to this number cost a maximum of 24p/min with a 15p call set up fee when made from a BT landline. Prices of calls from other providers may vary and from mobiles may cost significantly more. Calls may be recorded and/ or monitored.
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Laptop Trade-in

  1. Actual trade in value will vary dependant on device.
  2. Offer only available in store.
  3. If you trade in your old item ("Device") you will be eligible to receive trade in value in the form of a Currys PC World electronic gift card “eGift Card.
  4. You will be deemed to have accepted these terms and conditions ("Conditions") when you provide us with the Product. If you have any questions relating to these Conditions please ask in store before completing the trade in process.
  5. You confirm you are either the owner of the Device or you have obtained express permission from the rightful owner to trade it in.
  6. Devices must not be older than 7 years.
  7. Devices must meet the stated criteria for working or non-working devices, and if any of the criteria is not met, trade in may be refused.
  8. The Product must not be stolen or listed with us or a third party as stolen. For some items (e.g. mobile phones) we will check the Product with CheckMEND, from the suppliers of IMMOBILISE as used by UK Police forces to trace stolen and missing property. If the Product fails any due diligence check we may notify the relevant police authority and we may pass the Product and your details to them and the eGift Card value may be cancelled or recovered.
  9. If the Device contains any additional accessories (eg. memory cards or additional console controllers), you must remove these prior to trade in. We will not be liable for any consequence of you not removing the accessories, including any payments associated with the Product.
  10. If there is data stored on the Device you wish to retain, it must be saved elsewhere and you must remove any memory card and/or all data that has been put onto the Device prior to trade in. We will not be liable for any damage, loss or erasure of any such data or for any consequence of you not removing your data or memory card, including use or disclosure of such data.
  11. The eGift Card may be used as part or full payment in a Currys or PC World store. There may be restrictions on the items against which the eGift Card may be redeemed, where this is the case you will be informed in advance and the eGift Card will specify the restriction. Any balance remaining on the eGift Card expires after 2 years.
  12. The eGift Card cannot be exchanged for cash.
  13. Once you have traded in the Device, it becomes our property and it will not be possible to retrieve it under any circumstances.
  14. These Conditions are governed by English Law.
  15. We reserve the right to amend the terms and conditions or discontinue the card at any time. This does not affect your statutory rights.
  16. DSG Retail Limited, 1 Portal Way, London W3 6RS, registered in England, No.504877.
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