iQ Guernsey | Terms and Conditions

Terms and Conditions

iQ Music & Computer Solutions Ltd

iQ Music and Computer Solutions Ltd (referred to as ‘iQ’) trade in consumer electrical products and computer support services. As an Apple Premium Reseller and Authorised Service Provider, iQ Jersey, iQ Guernsey and iQ Isle of Man can officially sell and service products made by Apple Inc. As a retail outlet iQ sells a range of products in computing, music systems, audio visual production alongside accessories made by a range of manufacturers including but not exclusive to: Apple, Beats, Belkin, Bose, Marshall, Sonos and Speck.

The island of Guernsey forms part of the Crown dependencies. As independent jurisdictions outside of the United Kingdom and the European Union, the islands are not subjected to the same tax regulations or laws. iQ is not responsible for any additional requirements or charges to items sent outside of the Channel Islands. Before visiting the islands, please make sure you are aware of any potential requirements or charges on making a declaration on the goods you are importing upon your arrival at your final destination.

Occasionally, we may offer products and services at reduced, ex-demo or promotional prices. Any such offers will be applied to selected products and be subject to availability. Please speak to a member of staff at your local iQ store for details regarding these purchases.

Prices displayed on our website are representative of those found in our iQ Guernsey store. Some pages are manually updated, may experience a delay when prices are adjusted, or may be showing cached data at the time of viewing. The prices displayed in our stores at the time of sale are considered to be correct in the event that there are discrepancies between this website and physically-labelled goods.

We are happy to refund or exchange any unwanted items within 14 days of purchase, as long as they are accompanied by the original receipt, are still sealed in the original packaging and are undamaged. In other words, items must be in the condition they were in at the time of sale. To avoid any potential issues, please see our staff if you need to double-check that you have the correct product before opening it.

Gift cards (or vouchers) are non-refundable. See gift card terms and conditions for more information.

Headphones, when opened, cannot be accepted for refund under any circumstances unless they are found to have a fault.

Sale items are reduced to clear and cannot be returned.

Any item that is confirmed by iQ to have a hardware fault or unacceptable manufacturing flaw within 14 days of purchase (not the date the item is opened) may be eligible for a stock replacement. Any hardware fault found outside of this time period will be covered under the manufacturer’s warranty.

Some items may need to be booked in for inspection by our technicians in order to confirm a fault or flaw. Should this be necessary, we will endeavour to complete our checks as quickly as possible.

Whilst we take every precaution to ensure that advice, specifications and pricing are correct on digital and printed materials, or by word of mouth, iQ cannot be held responsible for errors and omissions.

iQ Guernsey offers a delivery/collection services for items situated within the respective island.

All arranged deliveries and collections will be performed by iQ staff members. Payment for new items must be made before a delivery is due to take place. Payment for the delivery or collection can be made beforehand or on-site through a virtual terminal.

Arranging a delivery or collection is subject to availability. Please contact your local iQ store for the current cost of this service and the availability to schedule an appointment.

Any purchased item(s) to be delivered will be accompanied by a receipt confirming the purchase and customer details.

From time to time, factors outside of iQ’s control will affect our ability to perform this service. For example, operational issues, adverse weather conditions or special events may result in road closures and unforeseen diversions. Such circumstances may necessitate cancellation or rearrangement of appointments.

iQ only sells goods and services in British Pound Sterling (GBP).

If the debit or credit card you wish to pay with is in another currency other than British Pound Sterling, your credit card company/bank may charge administration and exchange rate fees. iQ is not responsible nor liable for any additional cost involved.

Accepted Payment Options: AMEX, Apple Pay, Visa, MasterCard, Maestro, Discover and JCB

Cash (British Pound Sterling only)

Via WorldPay in store and Sage Pay via our website
Debit or Credit Card

Trading name: iQ Music and Computer Solutions LTD.

Registered company number: 57523

Registered to trade in Bailiwick of Jersey, Bailiwick of Guernsey and Isle of Man

Head Office Address:

7-11 Britannia Place, Bath St, St Helier, Jersey, JE4 8NB

iQ Guernsey

Sales – Customer contact number: 01481 712111

Contact email address:

Store location: iQ, 50 High Street, Guernsey GY1 2JU


Customer Privacy and Data Protection

iQ aims to prevent the distribution of customer data (both contact details and stored data) without consent. Information provided to iQ to facilitate a repair or data transfer will never be distributed without permission. It may be necessary for iQ to run diagnostics, access user data, and open applications for testing purposes. Access to stored data is kept to a minimum and is only carried out if required for troubleshooting. If evidence of serious criminal activity is found, iQ reserves the right to contact the relevant authorities.

Jersey Data Protection Notification ID: 19951

Guernsey Data Protection Notification ID: 12787

Isle of Man Information Commissioner ID: R002823

Apple Diagnostics and Usage of Personal Details

When agreeing to a repair/diagnostics, you (the customer) agree that Apple may collect diagnostic data from your device, including the device serial number and other identifiers, device name, daily count of call attempts and call duration (if applicable), and information about app usage data. The data collected will be used by Apple and its partners to troubleshoot issues with your device and to improve Apple’s products and services.

Personal details (customer name, contact numbers etc.) may be collected by Apple in order to review the services provided by iQ.

For more information on Apple’s Privacy Policy, see

Data Backup

While we take every possible precaution to prevent unnecessary data loss, iQ accepts no responsibility for customer data. It is strongly recommended that customers retain a backup of important data, as we cannot guarantee its safe retrieval after service.

Handling/Disposal of Removed Data Storage

Replaced storage devices will normally be returned to the customer after service. With written consent, storage devices may be securely erased and destroyed before being disposed of.

Some devices may be exchanged through Apple as a form of repair service (e.g. iOS whole-device replacements). Wherever possible, faulty devices will be securely erased before being returned to Apple for recycling.

Apple Limited Warranty and Authorised Service

iQ is an Apple Authorised Service Provider. We provide official service for Apple devices and use Apple-provided replacement parts and devices, and will provide an Apple repair number (unless parts being fitted are not provided by Apple, e.g. third-party hard drives). Apple service parts and replacements are new or equivalent to new in performance and reliability. iQ is unable to determine whether supplied parts are new or equivalent to new, and we cannot request one or the other from Apple.

All replacement parts and devices carry a 90-day warranty or inherit the original device warranty, whichever is longer. Consumer Law coverage eligibility is unaffected by Apple service parts or replacements and continues to be based on the original date-of-purchase and original proof-of-purchase.

Third-party components (e.g. upgraded storage) are not covered by the Apple Limited Warranty or Consumer Law claims made through Apple. Such components may be covered by their own manufacturer warranties.

Out-of-Warranty Fees

Parts and labour supplied out-of-warranty are chargeable at a minimum inspection fee of £60 for Mac and £55 for all other devices. Should additional fees, parts or replacement devices be required, we will contact you before proceeding.

We require up-front payment before parts and replacement devices can be ordered and/or further work is carried out. Parts and replacement devices cannot be returned or refunded once ordered from Apple.

Accidental damage is not covered by the Apple Limited Warranty.

Unauthorised Modifications

Prior third-party repairs or unauthorised modifications do not necessarily affect service eligibility of your Apple device. Eligibility for official Apple service is determined by an iQ technician during inspection. If the reported symptoms or any found damage are caused by third-party components, repairs or modifications, out-of-warranty service may be necessary and a minimum inspection fee of £60 for Mac and £55 for all other devices will apply.

Device durability may be adversely affected by the presence of third-party parts or unauthorised repairs/modifications. iQ does not take responsibility for damage that may occur during service to such affected devices.

Please notify our staff immediately if your device has been previously repaired or modified.

    1. Third-party Parts:
      If on inspection a device is found to have replacement 3rd party parts or ‘rogue’ parts that are not supplied by the manufacturer, your warranty will be deemed as invalid and we reserve the right to refuse to service / repair the product, if it is either in or outside of the warranty period. The product will then be returned to you.
    2. Devices that have already undergone repair by either a non-Apple authorised repair centre, or an individual repairing their own device. If on inspection the original repair is sub-standard but can be rectified without causing damage to the device we will notify you and of the associated costs for the repair. If however, on inspection it is deemed the original repair is sub-standard and cannot be rectified without causing damage to the device, we reserve the right to refuse undertaking a repair

Unclaimed and Unpaid Items

Unless otherwise agreed, iQ will dispose of devices and other items that are not collected and paid-for within 60 days of the date on this form. If you are unable to collect your items or pay for the agreed service(s) and/or parts within this timeframe, please contact us as soon as possible.

Appointment and booking procedures

Appointments can be booked via our website, all devices must be backed up accordingly as iQ accept no responsibility for customer data. Appointments booked will be held for no more than 15 minutes, none attendance after the 15 minutes will result in the cancellation of the appointment and you will be required to re-book.

Our Responsibility

  1. We are only responsible to you for foreseeable loss / damage caused by us. We are responsible for loss / damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable (including data loss). 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 realise that it may happen.
  2. We do not exclude or limit 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; for breach of your legal rights in relation to the services including the right to receive services which are as described and supplied with reasonable skill and care.
  3. We are not liable for Business losses. The services under these terms and conditions are offered for domestic and private / consumer use only. If you use the services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
  4. We are not liable for Data lost from your device. This includes data stored on or accessed via your device. It is your responsibility to ensure that, prior to inspection, your device has been backed up. We are not responsible and will not be held liable for any data loss which may occur as a result of these services.
  5. If your device is damaged and or lost whilst in our care, our liability will only extend to refunding any cost incurred in the repair, and for a replacement device equal to what was brought in for service.

Customer Responsibility

  1. The customer will be responsible for any additional charges applicable under the products warranty.
  2. Unless the product is repaired under warranty without charge, the customer is obliged to pay the amount stated on the invoice.
  3. Unless specified otherwise, the estimated amount includes all parts, labour and certain transportation required for the repair of the product including any applicable tax.
  4. If repair services involve transferring information or installing software, the customer represents that they have the legal right to copy the information and agree to the terms of the software license, authorises iQ to transfer the information and accepts such terms on their behalf in performing the service.
  5. The customer has the responsibility of collecting their product within sixty (60) days after being notified by iQ that the product has been repaired, otherwise the product is considered abandoned.
  6. Before the customer brings in the product for any repair service, the customer should make a backup copy of the data and remove any confidential, proprietary or personal information and removable media such but not limited to CD’s, PC Cards and Sim Cards.

These Terms and Conditions must be read in conjunction with the Company’s Standard Terms & Conditions of Sale and the Service & Repair Terms & Conditions.

The purpose of these terms and conditions:

These are the explanatory terms and conditions on which we offer “iQ Assist” Tech Support on selected Apple Products.

Please read these terms carefully. These terms explain what “iQ Assist” Tech Support is and what is excluded.

What is iQ Assist Tech Support

iQ offers Tech support (on selected Apple products) with your purchase. These are:

  • iQ Assist Tech Support. Expertise and support from one of our Apple Experts with 7 Days, 1 month or 1 year Tech Support (from the day you activate it) to ensure we can help you get the most from your purchase.
Products that are covered by iQ Assist

The products included are:

  • iMac (All models)
  • MacBook Pro (All models)
  • MacBook Air (All models)
  • Mac Studio (All models)
  • Mac Mini (All models)
  • iPad (All models)
  • iPhone (All models)
Our iQ Assist support is only available on retail purchases

iQ Assist is only available for purchase via our Retail Stores or via our website. Apple warranty would apply to these purchases and iQ Assist may be purchased separately.

Expertise with Tech Support

From the day you activate your support, you are able to book a one-to-one session with one of our Apple Experts or visit one of our iQ stores for assistance.

This service is only offered during normal working hours (Monday to Friday) – Weekends, Bank Holidays are any other Public Holidays are excluded.

7 day iQ Assist Tech Support includes:

  • Set up of the new purchased device.
  • Erase and reinstall of the device operating system (iPad and iPhone only).
  • Connectivity setup and troubleshooting for printers, Wi-Fi, and Bluetooth.
  • Product based troubleshooting software and iCloud – note this relates to Apple operating system and standard Apple applications only. This excludes 3rd party applications.
  • 121 training sessions on Apple operating systems and applications.
  • Device cleaning – including ports and speakers

1 Month and 1 Year iQ Assist Tech Support includes:

  • All 7 day iQ Assist support options.
  • Migrating data from Android to iOS (iPhone and iPad only)
  • Transferring data from legacy devices (iPhone and iPad only)
  • Mac to Mac data transfer (Mac only)
  • iCloud Backup and Restore

These Terms and Conditions must be read in conjunction with the Company’s Standard Terms and Conditions of sale, which take precedence over terms herein, and these on-line terms and conditions contain contractual terms that are defined therein.

In-store. Trade-in Specific Terms and Conditions:

These terms relate solely to consumer products or eligible devices being traded-in as part payment to iQ (the “Company”) towards payment for the supply of Products by the Company to an individual consumer, both being such Parties to a contract for supply and partial payment by Trade-in.

  • Trade-in values / amounts may vary depending on the condition and type of device.
  • The value quoted by the Company is final and cannot be modified by any staff member of the Company.
  • The Eligible Device must meet all the required criteria, as outlined by the Company from time to time.
  • The Trade-in value of a device or multiply devices can either be put towards a a gift voucher or they can be used in full or part payment against a new purchase, with any balance (if any) of the trade-in value being converted to a gift voucher.
  • A trade-in value in full or part cannot be given as a cash refund.
  • Trade-in is only available in-store.

“Eligible Device” herein means any product or device that is approved by the Company as being acceptable and eligible for a Trade-in value as determined by the Company, at its sole discretion.

Customer represents and warrants that:

  • they are the sole owner of the Eligible Device or have been authorised by the owner of the Eligible Device and that they are able to make decisions with regards to the Eligible Device;
  • there are no liens, encumbrances or security interests in or attached to the Eligible Device and that no other party has a legal interest in it;
  • any items Customer seeking to trade-in an Eligible Device to us shall not infringe on any third-party intellectual property right (including copyright, trademarks, patent, trade secrets or other proprietary right);
  • they are not an Apple reseller; and
  • the Eligible Device is not counterfeit, stolen or fraudulent.

Transfer of Ownership:

Upon receipt and acceptance of the Eligible Device by the Company, title of ownership in the Eligible Device transfers to the Company from the Customer and Customer disclaims any further right, title or interest in and to the Eligible Device or any items contained therein.

Purchase of new Eligible Device:

Customer agrees that the value received by them for their Eligible Device is in the form of a credit amount against the purchase of a new Product and that there is no cash alternative on offer.

Customer’s responsibility for their data:

The Customer agrees and accepts that they have the sole responsibility to keep a separate back-up copy of any files or data before transferring ownership of the Eligible Device to the Company and that Customer has taken reasonable steps to eliminate and delete all the files and data that are deemed personal or confidential from the Eligible Device. Data recovery is not a part of the Trade-in service / offer, and the Company accepts no responsibility or liability for any lost files or data once the Eligible Device is traded in.

The Company shall take reasonable actions to wipe or remove any stored data from the Eligible Device, however it accepts no responsibility for failure to maintain the integrity or confidentiality of any files or data therein.

This page was last updated on 20.03.24 at 14:49 for the purpose of:

  • Updated T&Cs to include wording on repairs and Trade in
  • Added T&Cs regarding iQ Assist Technical Support

This website is using cookies - Learn More >