Effective from: 01/08/2025

1.0 Purpose and Scope

1.1 This Schedule sets out the enhanced service levels and coverage for devices enrolled in a GeiG Extended Warranty plan (the “Plan”).
1.2 When the Plan is activated for a device, it supersedes the Standard Hardware Warranty for that device for the term of the Plan to the extent of equal or greater benefits.
1.3 Time is of the essence applies to service actions under this Schedule, subject to the exceptions in clause 8.1 (logistics and force majeure).
1.4 This Schedule forms part of your agreement with GeiG and works together with the Hardware Warranty Policy, Returns & Warranty Policy, Terms of Sale (Consumers and Business), Privacy Policy, Cookie Policy and the Website Terms of Use.

2.0 Who Operates the Plan; Contact

2.1 GeiG is a trading name of Computerko Limited (company no. 11125670). Computerko operates and fulfils Plan services on behalf of GeiG.
2.2 Contact for Plan matters: support@geig.co.uk and 24/7 web chat on GeiG.co.uk.
2.3 Personal data processed for Plan administration (claims, diagnostics, shipping) is processed by Computerko as data controller in accordance with the Privacy Policy.

3.0 Plan Options, Term and Proof of Coverage

3.1 Durations. Plans are available for up to 3 years total coverage from the delivery date (inclusive of the first 12 months) or as stated on your Plan Certificate.
3.2 Activation. A Plan becomes active on the activation date shown on the Plan Certificate and runs until the end date on that Certificate.
3.3 Purchase window.  Plans may be purchased at the point of sale or within 30 days of device delivery unless a different purchase window is stated on the product page or Plan Certificate.
3.4 Proof of coverage. Your Plan Certificate (email or account record) is the controlling proof of coverage and sets out the device serial, Plan option, dates and any add-ons.

4.0 Service Levels and Process

4.1 NBD Commitment. After GeiG issues an approval notice for a covered claim (see clause 12.2), GeiG will perform the selected service option under clause 5.0 on the next business day (NBD), subject to parts/stock availability, local courier coverage, customs clearance and safe access.
4.2 Business Day definition. “Next Business Day” means the next working day (Monday to Friday, excluding UK public holidays) in the destination country where service is to be performed. For clarity, an approval issued after the local business cut-off time (5:00pm local time) or on a non-business day will start the NBD clock on the next local business day.
4.3 Approval timestamp. The NBD clock starts from the approval timestamp we send you by email/chat/portal following triage and any required diagnostics; the approval timestamp is final for service timing.
4.4 Practical limits. NBD is subject to (a) availability of parts and replacement stock; (b) courier/airline and customs schedules where international shipping is involved; and (c) safe access to customer premises for on-site work. If NBD fulfilment is not practicable for any of these reasons, GeiG will perform the next fastest practicable option and communicate revised timings.

5.0 Service Options (Your Choice, if shown on Plan Certificate)

5.1 Pickup-and-Return (included). GeiG arranges prepaid collection and return shipment of the covered device.
5.2 On-Site Service (where feasible). Where the fault and your location permit on-site repair, GeiG will dispatch a technician NBD after approval. If on-site repair is infeasible, the fallback is Pickup-and-Return.
5.3 Carry-In (where available). You may deliver the device to an authorised repair location by appointment.
5.4 Advance Replacement / Cross-Ship (if shown on your Plan Certificate). GeiG ships a replacement NBD after approval; you must return the faulty unit within 14 days by the prepaid method. GeiG may apply a refundable card hold and identity/address checks; failure to return the faulty unit may result in capture of the hold.
5.5 Loan Devices. Loan devices are provided only where shown on your Plan Certificate and subject to availability, return conditions and change liability for damage or late return.

6.0 Coverage — What This Plan Adds

6.1 The Plan covers manufacturing defects in materials and workmanship and, where applicable, adds component coverage and use cases that exceed the Standard Hardware Warranty.
6.2 Additional components covered (as applicable to device class and only where not excluded on the Plan Certificate): display assemblies, motherboard/logic board components, keyboard/trackpad assemblies, thermal modules, I/O ports/internal connectors, power supply/AC adapter (if originally supplied), chassis parts and mechanical hinges (mechanical failure only).
6.3 Battery coverage. Extended battery coverage (if purchased) and any measurable battery threshold are stated on your Plan Certificate.
6.4 Firmware remediation. If a covered fault is attributable to a vendor firmware/BIOS defect, the Plan covers the remediation steps reasonably required to restore function (re-imaging, firmware update). This is not a separate software warranty.
6.5 Consumables & peripherals. Only included where expressly stated on the Plan Certificate.

7.0 Exclusions (Plan Does Not Cover)

7.1 All exclusions in the Hardware Warranty Policy apply unless expressly overridden in this Schedule. Without limitation, accidental damage, liquid ingress, cosmetic wear, misuse, third-party incompatibility, overclocking/unsupported BIOS changes, environmental contamination, serial tampering and data loss remain excluded unless your Plan Certificate expressly includes accidental-damage cover with stated limits/deductibles.

8.0 Remedies, Priority and Practical Constraints

8.1 Order of remedy. GeiG may, in its reasonable discretion, repair or replace a device. If like-for-like replacements are unavailable, GeiG may provide an equivalent model or a fair-value refund consistent with device age and condition.
8.2 Service priority and exceptions. The Plan’s NBD commitment is a service priority but remains subject to parts inventory, courier and customs constraints, public holidays, force majeure and other practical limits. GeiG will use reasonable commercial efforts to meet NBD where stated.
8.3 Parts EOL. Where original parts are EOL, GeiG may use new or refurbished equivalent parts, offer an equivalent replacement, or provide a fair-value refund.

9.0 International Service, Duties and Safety

9.1 Plan service is fulfilled from the UK. NBD timelines assume courier and customs conditions that permit NBD fulfilment. In some jurisdictions or remote locations, NBD may not be practicable and GeiG will perform the next fastest option.
9.2 Shipping & duties. GeiG provides prepaid return shipping or reimburses reasonable tracked costs where labels are unavailable and handles UK import clearance where GeiG arranges returns. Customers are responsible for export paperwork and for import duties or taxes in their jurisdiction unless GeiG has agreed otherwise.
9.3 Hazardous devices. Contaminated or unsafe devices may be refused for safety until safely cleaned; GeiG will notify you of required steps and any charges.

10.0 Customer Responsibilities

10.1 Provide accurate device details, serial number, proof of Plan and a clear fault description; complete remote diagnostics if requested.
10.2 Back up data and remove accounts/locks (BIOS/OS sign-in, anti-theft, “find my”, MDM). Failure to remove locks may delay service.
10.3 Pack the device per GeiG’s packing instructions and include required accessories if requested. Lithium batteries must be packed per courier dangerous-goods requirements.
10.4 By sending a device you authorise GeiG to wipe, re-image or replace storage as necessary to effect repair; GeiG is not responsible for data loss resulting from repair activities. Data recovery is out of scope of the Plan but may be offered as a paid service.

11.0 Limits, Caps and Incident Management

11.1 Device scope. The Plan applies only to the single serialised device shown on the Plan Certificate and is not transferable to another device. Ownership transfer of the same device is permitted subject to Plan record update.
11.2 Incident limits/caps. Any limits (for example accidental-damage incidents per period, monetary caps or deductibles) are specified on the Plan Certificate.
11.3 Service credits. This Schedule does not provide financial service credits if NBD is missed; GeiG will keep you informed and offer the next earliest slot.

12.0 Fees, Holds and No-Fault-Found

12.1 Advance Replacement holds. GeiG may place a refundable card hold for Advance Replacement until the faulty unit is returned and validated.
12.2 No-Fault-Found (NFF). If diagnostics find no fault, GeiG will notify you and will not carry out chargeable repairs without your prior agreement. If you request a chargeable inspection and no fault is found, GeiG may charge inspection and shipping costs, which will be agreed before return.

13.0 How to Claim Under the Plan

13.1 Start a claim via My Account (RMA), email support@geig.co.uk or web chat.
13.2 GeiG will confirm eligibility, perform triage and diagnostics and, if covered, issue an approval notice that starts the NBD clock (see clause 4.3).
13.3 Provide any further evidence reasonably requested to support fast approval (serial, proof of purchase/Plan, photos/video, logs). Remote diagnostics may be required.

14.0 Relationship to Other Documents and Precedence

14.1 For the covered device, this Schedule prevails over the Standard Hardware Warranty and the Returns & Warranty Policy to the extent of any inconsistency. All other site and privacy terms continue to apply.

15.0 Termination, Cooling-Off and Refunds

15.1 Plan end. The Plan ends at the earliest of: the Plan Certificate end date; a total-loss replacement or refund event; or cancellation.
15.2 Cooling-off (NEW PLANS). New consumer Plans may be cancelled for a full refund within 30 days of purchase provided no valid claim has been made and the Plan remains unused. For business customers, cooling-off will be stated on the product page.
15.3 Pro-rata refunds. If a pro-rata refund policy applies, the refund equals the Plan price × (remaining whole months ÷ total months of the Plan) less reasonable administration costs and any amounts charged for claims already paid or outstanding. Exact refund mechanics and any administration fee will be stated on the Plan Certificate.
15.4 Transfer. Ownership transfer of the same device is permitted; contact support to transfer the Plan to the new owner.

16.0 Fraud, Counterfeit and Grey Market Goods

16.1 GeiG may refuse Plan service where reasonable evidence suggests product is counterfeit, stolen, materially altered or supplied on a grey-market basis, or where serial identifiers are removed, altered or unreadable.

17.0 Liability and Limitations

17.1 Nothing in this Schedule limits liability for death or personal injury caused by negligence or for fraud.
17.2 To the maximum extent permitted by law, GeiG is not liable for indirect or consequential losses or for loss of profits, business, data or savings.
17.3 This Schedule provides the Plan’s full extent of enhanced remedies for the device; statutory consumer rights remain available.

18.0 Governing Law and Dispute Resolution

18.1 This Schedule is governed by the laws of England and Wales.
18.2 Disputes will ordinarily be brought in the courts of England and Wales; mandatory local consumer venue rules will be respected where applicable.

19.0 Definitions

19.1 Plan Certificate the written confirmation (email or account record) showing device serial, Plan option, dates and any add-ons.
19.2 NBD Next Business Day as defined in clause 4.2.
19.3 Approval GeiG’s written confirmation that a claim is covered under this Schedule and cleared for fulfilment.

End of Extended Warranty Terms Service Schedule