Service Plan Terms & Conditions

1. PARTIES INVOLVED

1.1 The agreement is between MacRefresh Limited (trading as MacFinder) and either an individual or a business.

2. COMPANY INFORMATION

2.1 MacRefresh Limited is registered in England and Wales, company registration number: 07409622.

2.2 Registered office: Unit 81, Centaur Court, Claydon Business Park, Great Blakenham, Ipswich, IP6 0NL.

2.3 VAT number: GB 183724883.

3. HOW TO CONTACT US

3.1 You can contact us by phone at 01473 760346.

3.2 You can email us at [email protected].

3.3 You can also reach us via live chat at Live Chat Link.

4. HOW WE MAY CONTACT YOU

4.1 We may contact you via telephone, email, or postal address provided in your service plan.

5. ELIGIBILITY

5.1 Individuals: You must be over 18 and have a primary residence in the UK (excluding the Isle of Man and Channel Islands).

5.2 Businesses: You must have purchased equipment for use in a UK-based business, trust, charity, or other unincorporated body (excluding the Isle of Man and Channel Islands).

5.3 Service plans are not available for devices that have not been supplied by MacRefresh Ltd.

5.4 Device eligibility: Only Apple Silicon devices with M series processors are eligible for service plans.

6. COVERAGE PERIOD

6.1 Coverage is available for up to 4 years.

6.2 Payment options: You may choose to pay monthly, yearly, or upfront.

7. SERVICE PLAN COVERAGE

7.1 Repair or Replacement: The service plan covers the repair and replacement of the device. A replacement will only be provided if the device is deemed unrepairable. If a replacement is unavailable or an equivalent cannot be agreed upon, the total value of the device from the original order will be credited to your account. This balance can be used to purchase items through our online store.

7.2 Battery Replacement: You are entitled to a battery replacement if the battery capacity falls below 75% or if a service light is displayed, subject to an excess fee. Battery service is unavailable for systems requiring replacement due to over-usage or improper care.

7.3 Replacement Charger: Coverage includes one replacement charger per year, with an excess fee. Additional chargers beyond this limit are chargeable.

7.4 Technical Support: Technical support is provided under the plan but only covers hardware issues and does not extend to any third-party software you install or software issues arising from user actions. We will not provide support for or re-install software that was pre-installed on the system, excluding the operating system.

7.5 Compatibility: The service plan does not guarantee compatibility with future versions of operating systems. Any modifications to the operating system that result in hardware incompatibility will not be covered.

7.6 Cosmetic Damage: The service plan does not cover cosmetic damage such as scratches, dents, or other superficial issues that do not affect the device’s functionality.

7.7 Data Loss: Data loss is not covered under the service plan. You are responsible for backing up all data prior to repairs, and we cannot be held liable for any loss of data during servicing or replacement.

7.8 Annual Full Service: The plan includes one full service per year, which encompasses a complete internal and external clean, reapplication of fresh thermal paste, and replacement of up to five worn keycaps. This full service ensures the longevity of your device but does not cover the replacement of components due to excessive wear, damage, or improper use.

7.9 Exclusions: This plan covers only those defects which arise as a result of normal use of the product, and does not apply to any:

• Improper or inadequate maintenance and modifications made by unauthorised persons.
• Operation of the device outside of the product specifications.
• Repairs conducted by unauthorised third parties or damage caused by lack of electrostatic discharge (ESD) protection.
• Consumables such as batteries (outside of the specified battery replacement), ink, or protective coatings.
• Accidental damage, including liquid spills, or user abuse.

7.10 No-Fault Found Charges: If no fault is found or if the issue arises due to user error, third-party software, or physical damage not covered by the plan, you may be charged a no-fault-found fee. Additionally, return carriage costs can apply in these cases.

7.11 Warranty Integration: The service plan is an extension of the standard warranty, continuing once the warranty expires. It also adds enhanced services, such as annual servicing and broader repair options, for the duration of the plan.

8. CLAIMS AND REPAIRS

8.1 Claims can be made via email, phone, live chat, or through your online account.

8.2 Devices cannot be taken to our address without prior written consent from our support team, and you must schedule an appointment in advance.

8.3 Each claim includes a one-time free drop-off return service for repairs or replacement via a courier acting on our behalf. You must take the device to your nearest courier drop-off point. If you cannot do so, a collection can be arranged for a charge at the current rate. To request a collection, please contact us directly.

8.4 Items that are improperly packed during return transit may incur charges for repair or replacement. If you do not have appropriate packaging, it can be purchased from us: £15 for a laptop or small desktop, and £25 for an iMac or large desktop device.

8.5 While we strive to complete repairs within a reasonable timeframe, we do not guarantee specific repair times. Delays may occur due to parts availability or other factors beyond our control.

8.6 Before any repair or replacement is carried out, we may require an inspection of the device to assess the fault. Any issues not covered under the service plan will be quoted separately.

8.7 If a fault recurs within 30 days of a completed repair, we will cover the cost of the additional repair at no extra charge. However, claims for the same fault after this period will be treated as new claims and may be subject to additional fees.

8.8 In the event that specific parts are no longer available, we reserve the right to replace those parts with alternatives of similar quality and functionality.

8.9 We do not cover repairs or replacements for damage caused by third-party accessories, components, or software not originally supplied or recommended by MacRefresh Ltd.

9. DISCOUNTS & BONUSES

9.1 Customers are entitled to discounts on future orders. Please contact the sales team for a discount code.

9.2 Customers are entitled to a bonus on future trade-ins. Please contact the sales team for a bonus code.

10. BUYBACK

10.1 We will offer a minimum value of £100 for any device currently under a service plan in store credit.

10.2 This excludes devices that are non-functional, liquid-damaged or inoperable.

10.3 If we buy back your device, your service plan will be cancelled, and no further payments will be due. If you have paid upfront or have time remaining within your yearly subscription, we will pro rata the remaining value into a credit.

11. PLAN START AND BILLING INFORMATION

11.1 Upfront plans: If you purchase an upfront plan, your entire four-year coverage period will be in place immediately after your warranty expires.

11.2 Yearly plans: If you purchase a yearly plan, the first payment will be taken when your warranty ends, and the plan will automatically renew each year for four years unless cancelled.

11.3 Monthly plans: If you purchase a monthly plan, the first payment will be taken when your warranty ends, and the plan will automatically renew each month for 48 months unless cancelled.

12. SERVICE PLAN CONDITIONS

12.1 The plan is exclusively with MacRefresh Ltd—no third party is authorised to act on behalf of MacRefresh Ltd.

12.2 Non-Transferability: The service plan is non-transferable and applies only to the original purchaser of the machine. If you sell or transfer ownership of your device, the service plan cannot be transferred to the new owner.

12.3 The plan will end 14 days after a missed payment.

12.4 If a plan has an outstanding payment, all arrears must be paid before coverage is offered.

12.5 Service plan coverage is limited to the UK. Any claims or repairs outside of the UK may incur additional charges or may not be available.

12.6 Devices must be in working condition at the time of purchasing a service plan. Any pre-existing faults or damage are not covered unless specifically agreed upon and documented prior to plan commencement.

13. EXCESS FEES APPLIED

13.1 Battery service:

• MacBook Air 13-inch: £35
• MacBook Air 15-inch: £40
• MacBook Pro 13-inch: £40
• MacBook Pro 14-inch: £45
• MacBook Pro 16-inch: £50

13.2 Charger replacement:

• MacBook Air 13-inch: £20
• MacBook Air 15-inch: £20
• MacBook Pro 13-inch: £30
• MacBook Pro 14-inch: £40
• MacBook Pro 16-inch: £50

13.3 Charging cable only: £10

13.4 Power cable for desktops: £10

14. CANCELLATION & RENEWALS

14.1 The policy can be cancelled at any time with immediate effect.

14.2 All policies are subject to a 14-day cooling-off period.

14.3 Auto-renewal for monthly and annual plans can be turned off online or by contacting us.

14.4 A monthly or yearly plan that has been cancelled will continue running until the expiry date of the paid period.

14.5 If a plan is paid upfront, no refund or cancellation is applicable outside of the 14-day cooling-off period.

14.6 If a device is returned, the service plan will be cancelled.

14.7 If a device is returned within the first 14 days, the service plan payment will also be refunded.

14.8 You will receive a notification 14 days before the automatic renewal of your yearly or monthly plan. You may opt out of automatic renewal at any time through your account or by contacting us.

14.9 We reserve the right to cancel your service plan with immediate effect if you breach these terms or provide fraudulent information. No refunds will be provided in such cases.

14.10 The pricing for plan renewals may be subject to change. You will be notified of any changes in cost at least 30 days before your plan is set to renew.

14.11 If your service plan lapses due to non-payment or cancellation, reinstating the plan may be subject to a reactivation fee, and coverage may not be retroactive to the period of lapse.

15. FRAUDULENT CLAIMS

15.1 Fraudulent or misleading claims will result in the policy cancellation without a refund.

15.2 If we find that the service plan is being misused, such as by submitting repeated fraudulent or excessive claims, we reserve the right to terminate the plan without refund and seek legal remedies if necessary.

16. COMPENSATION

16.1 No refunds or compensation will be provided for system failure, data loss, loss of business, repair delays, or loss of business opportunity.

16.2 No refunds will be provided for unused services under the plan if the plan is canceled or the device is no longer in use.

17. VAT & BILLING

17.1 VAT is included in all pricing.

18. HOW WE MAY USE YOUR PERSONAL INFORMATION

18.1 We will only use your personal information as set out in our privacy policy.

19. COMPLAINTS

19.1 Complaints can be made via email at [email protected] or by post.

20. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU IF YOU ARE A CONSUMER

20.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill. We are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

20.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors; for fraud or fraudulent misrepresentation; and for breach of your legal rights in relation to the services.

20.3 If services we have supplied damage a device or digital content belonging to you, and the damage is caused by our failure to use reasonable care and skill, we will either repair the damage or pay you compensation. However, we will not be liable for damage which you could have avoided by following our advice to apply an update offered to you free of charge, or for damage which was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.

20.4 We are not liable for business losses. If you are a consumer, we only supply the products to you for domestic and private use. If you use the products for any commercial, business, or resale purpose, our liability to you will be limited as set out in clause 21.

21. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU IF YOU ARE A BUSINESS

21.1 Nothing in these terms shall limit or exclude our liability for:

(a) death or personal injury caused by our negligence, or the negligence of our employees, agents, or subcontractors (as applicable);

(b) fraud or fraudulent misrepresentation;

(c) breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982;

(d) defective products under the Consumer Protection Act 1987; or

(e) any matter in respect of which it would be unlawful for us to exclude or restrict liability.

21.2 Except to the extent expressly stated in Clause 21.1, all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982 are excluded.

21.3 Subject to Clause 21.1:

(a) We shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with any contract between us; and

(b) Our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to the total sums paid by you for products under the contract between us.

22. OTHER IMPORTANT TERMS

22.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation.

22.2 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.

22.3 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

22.4 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us from taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the services, we can still require you to make the payment at a later date.

22.5 Which laws apply to this contract and where you may bring legal proceedings if you are a consumer. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland, you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

22.6 Which laws apply to this contract and where you may bring legal proceedings if you are a business. If you are a business, any dispute or claim arising out of or in connection with a contract between us or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim.

22.7 MacRefresh Ltd reserves the right to modify the terms and conditions of the service plan at any time, with prior notice to customers. Changes will not affect existing plans during the coverage period but will apply to renewals.

22.8 Any parts removed for replacement during repair or servicing under this plan will become the property of MacRefresh Ltd.

22.9 Any devices replaced during the service plan will become the property of MacRefresh Ltd.

THE SCHEDULE

MODEL CANCELLATION FORM

(Complete and return this form only if you wish to withdraw from the contract)

To [TRADER’S NAME, ADDRESS, TELEPHONE NUMBER AND, WHERE AVAILABLE, FAX NUMBER AND E-MAIL ADDRESS TO BE INSERTED BY THE TRADER]

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate