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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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
  • If you decline, we will return your product to you unrepaired. The upfront charge will be refunded
  • 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 3 months from the date the product is returned to you
  • Full terms and conditions can be found on Currys
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Kit Insurance

Kit Insurance Fixed Term
Kit Insurance Monthly
Instant Replacement Insurance

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Mobile Complete Insurance

Team Knowhow

Terms & Conditions, Jul 17 - Present

Geek Squad Mobile Complete (Monthly/Yearly) Insurance

Geek Squad Insurance Terms & Conditions

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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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