Last updated 13/08/2022
replaces previous version dated 02/01/2022)
Terms and Conditions
1. Terms and Conditions
1.1 Ackworth Guitar Setups is a trading name of Berlant Electric Instruments Limited (Company Number: 12973187). The registered office address is Unit 10, Nortonthorpe Mills, Wakefield Road, Scissett, Huddersfield, West Yorkshire, HD8 9LA. For the purpose of these Terms and Conditions Ackworth Guitar Setups can be substituted for above. A copy of these terms and conditions can be found at www.ackworthguitarsetups.co.uk/terms
1.2 Ackworth Guitar Setups aims to deliver a high quality and professional service to all his customers, we values their custom and their property entrusted to our care.
1.3 The following terms and conditions are not exhaustive and, in the interests of maintaining the best quality of service, may be subject to change at any time.
1.4 In using Ackworth Guitar Setups services the customer indicates their acceptance of these Terms and Conditions.
1.5 As a customer, you have chosen Ackworth Guitar Setups to setup/ repair your guitar/ amplifier or effects unit. This is because we are experts in our field, and you expect us to do a quality job on your instrument. Our staff reserve the right to work in an environment that is free of abuse. We do not tolerate inappropriate behaviour.
1.6 These terms are to be read in conjunction with the Membership Terms & Conditions. They do not supercede those terms.
2. Equipment Drop-off / Collection
2.1 All items are to be brought to and collected from the workshop unless otherwise agreed.
2.2 When the equipment is ready for collection or delivery, the customer will be contacted by telephone or e-mail (as specified by the customer). A mutually convenient time for collection can then be agreed.
2.3 Ackworth Guitar Setups can offer a pick-up and delivery service within a reasonable distance at a small additional cost to be agreed at the time. This charge may be waived for Schools or Professional/Rehearsal Studios at Ackworth Guitar Setups discretion.
2.4 Any items sent in for service or repair must be packed well and include customer details and a full description of the fault. Shipping charges for the delivery and return are to be paid in full by the customer. Any items sent in without prior agreement will not be accepted and returned to the customer.
2.5 The customer is entirely responsible for adequate and appropriate packaging. Ackworth Guitar Setups will under no circumstances accept responsibility for the loss or damage to goods due to insufficient or improper packaging.
2.6 Due to a lack of storage space on the premises, unless otherwise agreed, any item not paid for and collected within 10 working days upon completion, will be liable for external storage costs at £20.00 per week until picked up. If you do not collect your item within 90 days of being told it is ready for collection even if you have paid for the item, the item is considered abandoned and ownership of the item transfers to Ackworth Guitar Setups to dispose of with a view to recouping the monies owed agains the item.
3. Advice, Call-outs and Bench Fee.
3.1 There is no charge for enquiries or advice. For an out of workshop visit there is a call-out fee of £60 plus a £60 hourly flat rate after the first hour.
3.2 Ackworth Guitar Setups will charge a bench fee of £30 for guitars, and £30 for amplifiers to examine any instrument to determine the type of repair needed. This fee is non-refundable, even if the customer does not wish to proced with the repair. In the event that the repair is completed, the bench fee is deducted from the overall fee.
4. Quotations, Estimates and Charges
4.1 For routine service and repairs Ackworth Guitar Setups works to a fixed price menu system. Customers will be charged for replacement parts, labour and delivery (if applicable) at the standard rates as set by Ackworth Guitar Setups (these are available on our website).
4.2 The quoted prices assume the equipment is delivered in good order, i.e. have all their parts present and in working order. If a guitar has had its strings fitted in a manner so as to incur additional work in removing them; If it has badly rusted screws, broken or damaged tuners or anything else that has to be repaired before the required work can be completed will be repaired at the pro-rata rate.
4.3 Ackworth Guitar Setups may request a deposit against any repair which in our opinion is likely to exceed a significant proportion of the depreciated value of the product.
4.4 The charges for services provided do not include carriage/delivery charges.
4.5 Prices are subject to change by Ackworth Guitar Setups at any time without prior notice.
4.6 A free estimate can be provided for any other work.
4.7 Quotations are issued subject to the price and availability of any necessary components. Quotations last for a period of 14 days. If we have not heard from the customer within 14 days from the provision of the quotation, it is deemed void.
4.8 An estimate of the likely charges will be offered as soon as any diagnostic work has been completed on the understanding that this may be subject to change as the work progresses. This is due to the fact that other faults may become apparent after the initial problem is resolved. Work may be suspended pending the receipt of further instructions.
4.9 If the revised estimate is rejected or additional parts are no longer available the customer will be liable for full payment of any work carried out so far.
4.10 Where the customer was informed that the project is beyond economical repair, or where the estimate has been refused, the customer and Ackworth Guitar Setups will agree on a mutually convenient time for the customer to collect the equipment. If the item is not collected within 90 days, the ownership of the product will pass to Ackworth Guitar Setups who shall be free to dispose of the product. The customer will be liable for any charges for such a disposal.
4.11 The onus is on the customer to inform Ackworth Guitar Setups if their contact details should change.
5.1 All due payments, unless otherwise agreed, are to be paid on or before the item collection by the customer or delivery by Ackworth Guitar Setups. Items will not be released until full payment has been received. Payments accepted are cash, direct debit and major credit/debit cards. Ackworth Guitar Setups may also request payment via online payment links. Ackworth Guitar Setups will hold on to your equipment until the payment is cleared. Special terms are available to Schools and Colleges. For customers who are collecting via partner stores, please note that payment is not available via these stores and that we reserve the right not to ship your instrument until full payment is recieved and cleared.
6.1 Should equipment require testing to identify the cause of a problem it may be necessary to fit new parts, the cost of these parts are to be met by the customer.
6.2 At the end of the diagnostic phase the customer will be advised of likely charges. If the customer decides not to continue with the repair then Ackworth Guitar Setups will do their best to return the equipment to a similar state as received. This cannot always be guaranteed since components may only have been partially functioning to begin with and may not be working at all after diagnostic testing. In all cases, bench fees (as noted in clause 3.2) will be required.
7. Repair and Intermittent faults.
7.1 Ackworth Guitar Setups will go to all reasonable efforts to service or repair the equipment to remedy any faults as reported by the customer.
7.2 Although Ackworth Guitar Setups will make every effort to maintain a comprehensive stock of parts, with the ever increasing complexity of products requiring a vast range of spares it is impossible to keep every possible part in stock. Spare parts that are not in common use will therefore be sourced from other suppliers. At times Ackworth Guitar Setups may request an advanced payment for such spares. Any parts above £50 in value will require the customer to pay in full prior to ordering.
7.3 Any such repair is subject to the availability of the necessary parts.
7.4 Intermittent faults can sometimes be difficult to isolate. Work is only accepted on the understanding that there is no guarantee of a successful outcome. Should a fault re-occur then work will only continue at the customer’s request and further expense.
8. Completion Time Scales
*A NOTE ABOUT COMPLETION TIMESCALES AND UPDATES.
Ackworth Guitar Setups does not want your guitar any longer than we have to (because frankly, until its ready, we don't get paid!).
Ackworth Guitar Setups retains entirely its right to manage and maintain timescales for all repairs. We will try and accomodate all requests as best we can, however we will not compromise the quality of our work.
Whilst we acknowlege the affect of consumerism on customer relations - Ackworth Guitar Setups and guitar repair shops in general can not and will not meet expectations of customers who expect Amazon Prime or Next Day Delivery style services. Finish work can take months to complete due to the complex nature of chemicals involved and drying times.
We do not regularly give updates, as the guitar is either done or not done, and we don't want to waste the time we could be working on your instrument to give you an update that it is "not done". This is not good for you, and given the amount of customers we have, very time consuming.
We encourage all customers to use the Customer Portal.
8.1 Ackworth Guitar Setups aims to repair, thoroughly test and return equipment as quickly as possible. By agreeing to these Terms & Conditions you agree to work to our timescales. Ackworth Guitar Setups reserves the right to work to our own timescales, not those set by customers.
8.2 Ackworth Guitar Setups may, at it's discretion, offer a '7-Day Setup Guarantee'. Ackworth Guitar Setups will aim to complete setup work in 7 days or the work is completed for zero charge. This offer is at the discretion of Ackworth Guitar Setups and can be withdrawn at any time without notice. The 7 days starts when the guitar is in the possion of an Ackworth Guitar Setups staff member. This does not include employees of partner agencies.
8.3 Ackworth Guitar Setups '7 Day Setups Guarantee' is limited to guitars which require setup work only. For the purposes of these terms, this is stated as neck relief, action and intonation of the instrument. Guitars which require additional work outside the definition of Standard setup/ Deluxe Setups as noted on the Ackworth Guitar Setups website (www.ackworthguitarsetups.co.uk) are exempt from the "7 Day Setups Guarantee", and are not subject to the terms set out in clause 8.2.
8.4 When equipment is received for repair and, if appropriate at each stage of the repair, Ackworth Guitar Setups will give an approximate indication of the time required to complete the work. This may be extended due to unforeseen factors such as other problems becoming apparent or delays in acquiring spare parts etc, drying times etc. If, within this period the customer decides to cancel the repair, the customer is liable to pay the full estimated amount.
8.5 Ackworth Guitar Setups will always try to meet any urgent needs of the customer but strict deadlines for the completion of work will not be agreed to. Customers should therefore make contingency plans in the event of delays. Ackworth Guitar Setups denies any liability for business loss that occurs. It is the responsibility of the customer to ensure they have an alternative instrument/ amplifier available should they need one.
8.6 We will contact you when your instrument is ready for collection. You do not need to ask us if your instrument is ready, we will inform you when it is.
8.7 Ackworth Guitar Setups offer a customer potal via our website. For all updates in relation to your instruments, you agree to checking the customer portal. This is available at https://ackworthguitarsetups.repairpilot.com/site/track
8.8 It is the responsibility of the customer to evaluate the work completed by Ackworth Guitar Setups prior to payment and removing the guitar from our workshop(s). This offers the customer the opportunity to check the work is to the customers standard. It is assumed that if no representation is made to Ackworth Guitar Setups at this time, the customer is happy with the work.
8.9 Requests for financial discounts due to percieved issues with length of time for completion will be ignored. The repair takes as long as the repair takes and all prices agreed prior to work are final unless we revise our quote due to additional works being required. Any requests of this nature will be perceived as an attempts at reneging on this contract and may be dealt with in legally (see Paragraph 17).
9. Loss / Damage Liability.
9.1 All items will be treated with the utmost care and consideration. In any instance of loss/damage, liability will be limited to the current value of the specific item based upon replacement of a like-for-like item.
9.2 Whilst every effort is made by Ackworth Guitar Setups to ensure that instruments are returned in a timely manner, Ackworth Guitar Setups accept no liability for any loss, expense, damage or delay arising from work commissioned by the customer.
10.1 All materials on the Website are the property of Ackworth Guitar Setups and the user may download or print extracts for personal use only. The user shall not make any other use of the material on the Website without prior written permission form Ackworth Guitar Setups.
11.1 The trademarks, trade names and logos displayed on the Website are the property of Ackworth Guitar Setups. Users shall not use these without the prior written permission of Ackworth Guitar Setups.
12. Returns Policy & Warranty.
12.1 Ackworth Guitar Setups guarantees that any repair made shall be free from defect in material and workmanship for a period of 14 days after collection or delivery of the equipment to the customer. In the event of any repair being defective or sub-standard, the customer should inform Ackworth Guitar Setups of any defect and return the guitar for review by one of our technicians.
12.2 This warranty does not cover any faults not previously reported by the customer or any new faults developed during the warranty period.
12.3 The warranty excludes wear and tear (such as crackly pots or jacks), physical damage due to incorrect use or misuse and any damage due to unauthorised repair or attempted repair. It will also exclude if any items have been modified or altered after Ackworth Guitar Setups have returned the instrument to you.
12.4 Any new components sourced and fitted by Ackworth Guitar Setups will be guaranteed as per the manufacturer’s guarantee. Parts supplied by the customer are not guaranteed.
13. Retuns & Refunds
13.1 Whilst all due care is taken during the repair process, Ackworth Guitar Setups ackowleges that from time to time, mistakes can happen. As per paragraph 12.1, it is the customers responsibility to ensure that within the warranty period noted above, that representation is made in writing or in person to any member of Ackworth Guitar Setups staff in regard to any aspect of repair or setup work that is considered by the customer to be sub-standard or incorrect.
13.2 The customer has to return the guitar to Ackworth Guitar Setups for inspection by our technicians to enable us to better understand the customers issue, and with a view to allowing Ackworth Guitar Setups the right to remedy any aspect of the work which may require remedy. If the customer chooses not to return the instrument to Ackworth Guitar Setups, it will be considered as a termination of this agreement.
13.3 Any request for refund in relation to works undertaken will not be considered until such a time as the customer has returned the guitar to Ackworth Guitar Setups, and it has been agreed by staff that the guitar is defective based on work that Ackworth Guitar Setups has undertaken.
13.4 Ackworth Guitar Setups reserve the right to refuse refunds in relation to work which is considered a matter or opinion. For example, in the event that a customer does not feel the guitar plays 'right', or 'in my opinon this is not right'. This is a subjective opinion. We will work with you to get the instrument to where it needs to be. Refunds are not given based of subjective opinion, only on fact. In these matters we reserve the right to consult a 3rd party repair shop to offer an independent opinon.
13.4 Any alteration to the guitar made by the customer or other 3rd parties post collection immeadiatley invalidates the warranty as outlined in paragraph 12.1. Any further work at this point is chargeable and outside of the scope of any warranties.
13.5 Any issue in relation to defective parts remains within the customers Statutory Rights for return.
PLEASE NOTE THAT EVERY CARE WILL BE TAKEN IN ALL REPAIRS.
14.1 Maple Fretboards: Some Fender and Squire fretboards have a synthetic, catalytic cure lacquer applied over a solvent based acrylic sealer. This results in very poor adhesion between the lacquer and the substrate. Taping the fretboard with masking tape to protect lacquer often results in large areas being pulled off by the masking tape on removal. Most of these guitars emerged in the nineties and the same problem occasionally afflicts other manufacturer’s “copy” models.
14.2 Fender “vintage reissue” Bass and Guitars (approx 1988-1993) used nitro-cellulose lacquer for the body finishes. These instruments suffer from a condition called “lacquer fusion” in which the still drying lacquer effectively glued necks and scratch plates to bodies resulting in chipping when either were removed, an essential procedure on these instruments as part of the set-up process.
14.3 Nuts: These may require replacement but are routinely fitted in such a way that the base of the nut is below the lacquer line. No responsibility will be accepted for chipping of lacquer around the nut during the course of replacement. We endeavour to give the best of care but outcomes vary.
14.4 While Ackworth Guitar Setups will do their very best to look after your equipment. It is responsibility of the owner to establish conclusively the prior non-existence of a mark. In the event of this not being established, Ackworth Guitar Setups are to be indemnified by the instrument owner against any responsibility for for dents, cracks, bumps, scratches and ebrasions to an instruments finish.
14.5 All straps must be removed from guitars and any valuables from cases before depositing them for repair as no responsibility will be accepted for their loss.
14.6 Ackworth Guitar Setups accepts no liability in relation to damage which may occur with the removal of frets
15.1 All complaints shoud be made in writing to email@example.com or via the postal address on the website. Responses to complaints will be undetaken within 21 days or receipt of the complaint.
16.1 The customer shall indemnify Ackworth Guitar Setups against all claims, costs and expenses / legal expenses which Ackworth Guitar Setups may incur and which arise directly or indirectly from the customers breach of any of their obligations under these Terms and Conditions.
17. Breaches of these Terms and Conditions
17.1 Without prejudice to Ackworth Guitar Setups other rights under these terms and conditions, if you breach these terms and conditions in any way, Ackworth Guitar Setups may take such action as it deems appropriate to deal with the breach, including suspending your access to our services, and/or bringing court proceedings against you.
18.1 Ackworth Guitar Setups may revise these terms and conditions from time-to-time. Revised terms and conditions will apply to the use of our services from the date of the publication of the revised terms and conditions on this website. Please check this page regularly to ensure you are familiar with the current version.
19.1 Ackworth Guitar Setups may transfer, sub-contract or otherwise deal with Ackworth Guitar Setups’s rights and/or obligations under these terms and conditions without notifying you or obtaining your consent. You may not transfer, sub-contract or otherwise deal with your rights and/or obligations under these terms and conditions.
20.1 If a provision of these terms and conditions is determined by any court or other competent authority to be unlawful and/or unenforceable, the other provisions will continue in effect. If any unlawful and/or unenforceable provision would be lawful or enforceable if part of it were deleted, that part will be deemed to be deleted, and the rest of the provision will continue in effect
22. Law and Jurisdiction
22.1 These terms and conditions will be governed by and construed in accordance with UK law and any disputes relating to these terms and conditions will be subject to the exclusive jurisdiction of the courts of England and Wales.