Where a word is in bold it has a specific meaning set out in these Terms. You can find where it is defined by following the hyperlink.

All the Services we provide you for the Home Tech Hero Plan are provided on these Terms as they are changed from time to time. When you agree to become a Member, you agree to this.

You can apply in store to be a Member. We’ll go through the Membership Form with you and ask you to complete a direct debit form to make payment of the Fees. We’ll need to check that you have purchased at least one Eligible Product. We’ll send an electronic Confirmation to your email address or provide you a printed Confirmation in store. It will include a link to these Terms and the Fees that apply at the time. Once you’ve received this, you’ll be a Member and your Home Tech Hero Plan contract will start. It will continue until it’s ended by you or us as set out below.

We will only provide Services in relation to Eligible Products. These are products bought from the Powerhouse for your personal use or for the personal use of your immediate family or household members. Eligible Products will include personal computers, audio visual and domestic appliances sold by the Powerhouse and other similar products sold by the Powerhouse. We’ll let you know if a product we sell you is an Eligible Product. When we use the word Eligible in a Service it means that any of the products referred to must be Eligible Products as set out above.

You’ll have access to all the Services for your Eligible Products. Here are details of the Services. We might make changes to the Services from time to time as we have explained below.

The Services don’t include:

• Troubleshooting issues that could be resolved by upgrading your operating system or consumer software to the current version if you choose not to upgrade.
• Training you to use your Eligible Products.
• Server support including but not limited to any server administration and set up, server software applications/OS installation and support or server diagnostics.
• Recovery or reinstallation of data, software, information, or other files stored on your hard disk drives or any other data storage device.
• Screen repair or component replacement of mobile phones and touch screen devices even if they are Eligible Products. We’ll provide other Services in relation to mobile phones and touch screen devices which are Eligible Products.

If you want us to provide any of the Services, you’ll need to make a booking using our [Home Tech Hero Plan website booking service TBC], asking us about it in store or by calling us 01534 505240. You'll need to tell us what Services you require and details about the issues you are having. We'll do our best to respond as quickly as we can, but we can’t guarantee a response time.

You can book as many Services as you need subject to the Fair Usage Policy.

Before we provide you with Services you’ll need to:

• back up the data, software, information or other files stored on your hard disk drives or any other data storage device; and
• remove and/or disconnect all USB flash drives, optical discs, external hard drives and other removable data storage devices and media from your Eligible Products or other equipment that you provide to us.

If you want to receive web-based remote-technical support, you’ll need to have an internet connection. If the Service is being provided in store you will need to take your Eligible Products into the store and pick them up from us unless we agree something else at the time of providing Services.

To provide you with Services we’ll need information from you. This might include the symptoms and causes of the issues with the Eligible Products and information about Eligible Products serial number, model, version of the operating system and software installed, any peripherals devices connected or installed on the Eligible Product, any error messages displayed, the actions which were taken before the Eligible Product experienced the issue and the steps taken to resolve the issue. If you can’t provide us with information we need, we may not be able to provide the Services.

We know that sometimes you’ll want us to take instructions from family and friends. If you tell us to do this or they do this in front of you, we’ll assume they are Authorised People for you in relation to that Service.

You’ll need to use the Services for the legitimate purposes for which they were provided. For example, the Services are not intended for business support. We’ll be providing the Services to a number of customers at the same time. If a small number of customers place very high demands on a Service, then this might cause problems for other customers who want to use the Services. We will monitor your usage of the Services against the average monthly call out rate of customers to whom it provides Services. Where your use of the Services significantly exceeds that of other customers, we will notify you and we may suspend provision of Services to you. If you want to, you will be able to end your contract with us as set out below.

We will charge you a monthly fee which will be payable on a date of your choice each month by direct debit unless we specifically agree otherwise. We will discuss the Fees which you will be charged when you apply to be a Member. The Confirmation will include the monthly Fee payable at that time. We may change the Fees payable each month as set out below. The Fees include 5% Goods and Services Tax. These Fees are just for the Home Tech Hero Plan membership, if you have bought other products including Eligible Products and there are amounts owing for them, you’ll pay for those separately.

If we’re unable to collect any payment you owe us, we charge interest on the overdue amount at the rate of 2% a year over the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You’ll need to pay us the interest together with any overdue amount.

If our provision of the Services is delayed or is prevented by an event outside our control, such as you failing to provide us relevant information or we can’t get a response from suppliers or suppliers do not have replacement parts, we’ll keep you updated and let you know and do what we can to reduce the delay or provide the Services. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you may be able to end your contract with us, as set out below.

We can make changes to these Terms, the Services and the Fees we charge by publishing the changes on our website. If we make a change because it’s required to comply with changes in laws or regulatory requirements it will take effect immediately when we publish it on our website. If we make changes for other reasons, we will give notice on our website 40 days’ before the change takes effect. Sometimes we might also provide you updates on changes by email and in our newsletters but don’t rely on this, make sure you check the website regularly. If you’re not happy with the change you can exercise your right to end the contract set out below.

We can temporarily stop providing a Service or suspend provision of the Services. We might do this in order to:

• deal with technical problems or provide technical updates
• update the Services to reflect changes in relevant laws and regulatory requirements
• makes changes to the Services
• where suppliers withdraw products or products or parts become unavailable

We’ll give notice in advance on our website of the temporary suspension or withdrawal of Services. If the withdrawal or suspension relates to all Services, we will refund you any Fees you have already paid for the period where we are not providing Services. If we suspend provision of Services to you where you don’t comply with the Fair Usage Policy you won’t get a refund.

We can stop providing the Services and end our contract with you as follows:

• Immediately, if you have not made payment of the Fees or any other amounts owing to us and these are outstanding for more than 14 days.
• Immediately, if there is a change in relevant laws or regulations which mean we can no longer provide the Services. If this happens, we’ll refund you any Fees you have paid us in advance.
• Immediately, if there is a change in relevant laws or regulations which mean we can no longer provide the Services. If this happens, we’ll refund you any Fees you have paid us in advance.
• By us giving you 40 days’ notice to the email address you have given us. We can do this for any reason. If this happens and you have paid us Fees for more than 40 days in advance, we’ll refund you any Fees that for the period after the 40 days’ notice.

Unless we have set out a specific provision above, you’ll be responsible for Fees and other amounts due up to the date the contract ends.

You can end your contract with us by sending us an email to [email address]:

• Within 30 days of becoming a Member. If you do this, we will refund any Fees you have paid. If you have received any Services since you became a Member we may charge you for the Services received during this time and may deduct this from any refund of Fees that would be due to you. Services will be charged in accordance with our current fee schedule here.
• At any time following this. Unless we agree another date with you, your contract will end on the date your Fees have been paid up to.

When your contract ends you are responsible for Fees and any other charges we are entitled to under these Terms up to the date the contract ends.

We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we agreed to provide the Services meant we should have expected it (so, in law the loss was unforeseeable).
• Caused by a delaying event outside our control. So long as we have taken the steps set out in the section We’re not responsible for delays outside our control.
• Caused by something you or someone else did or didn’t do. If losses are as a result of you or an Authorised Person providing us incorrect information or not providing information or where you haven’t taken the actions under the section You’ll need to do some things before we can provide you Services.
• Avoidable. Something you could have avoided by taking reasonable action. For example, damage to your Eligible Products or other digital content or devices, which was caused by steps we took in providing the Services and which you could have avoided by following our advice to apply updates or by correctly following the installation instructions or having the minimum system requirements advised by us.
• A business loss. It relates to losses you suffer in connection with your trade, business, craft or profession including any losses of profits, business interruption or losses arising from data loss.

We’re not responsible under these Terms for losses caused by software, viruses, malware or Antivirus software, product malfunctions or errors or losses caused by third parties providing us with incorrect parts or information. Liability in relation to those things are dealt with under your agreements for purchase of those goods or services.

How we use any personal data you give us is set out in our Privacy Notice.

Complaints policy. You can contact our Retail Customer Care Team on phone 01534 50240 or at callcentre@powerhouse.je will do their best to resolve any problems you have with us or our Services.

Resolving disputes without going to court. The Trading Standards Service provides a consumer advice service they can be contacted on 01534 448 160 or by email tradingstandards@gov.je. The Citizens Advice Bureau provides consumer advice and provides a mediation service.

You can go to court. These Terms are governed by Jersey law and wherever you live you can only bring a claim against us in the Jersey courts.

We can transfer our contract with you to another company that is owned by Jersey Electricity plc.
If we do this, we’ll give 40 days’ notice of this by publishing it on our website. If we want to transfer it to a company which is not owned by Jersey Electricity plc we will need your consent.

You can only transfer your contract with us to some else if we agree to this.
Usually, we will only agree to this if it’s a person who was already using the Eligible Products at the time you became a Member because they are an immediate family member or member of your household.

Nobody else has any rights under this contract.
This contract is between you and us. Nobody else can enforce it and neither of us will ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply.
If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later.
We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.

When you buy goods in our store or on our website these Terms don’t apply – they’re covered by our general Terms & Conditions | Powerhouse Jersey. When we provide the Services, we might identify other actions that could assist you which don’t fall within the Services. If this is the case, we might ask you to enter into a separate contract to deal with that. Sometimes this might involve obtaining services from third parties. If this happens, you’ll need to agree to the terms they contract under.

The Powerhouse (a trading division of Jersey Electricity Plc)
21 February 2024

All the Services below are available to you as a Home Tech Hero Plan Member. You can make use of any of these Services you want, subject to the Fair Use Policy. We may make changes to these Services as set out below.

• We’ll help you set-up any Eligible TVs or audio equipment and make the best use of them in your home.
• We’ll wall mount Eligible Products for you, we will let you know what weight the manufacturer says the wall mount will need to take but we’ll rely on you to know if the wall is suitable.
• Eligible IT/Smart Home and security set-up and instruction. Eligible
• All computer services, set up/ install and call outs, remote support and health checks and anti-virus installations on all Eligible Products.
• Free installation and disposal of all Eligible white goods.
• On-line discount loyalty scheme for support customers.
• Access to special deals and events.
• Free of charge labour on all Eligible EV bikes and scooters servicing, plus collection service.