Terms and Conditions | Raven Computers

1. Scope and Definitions

These terms apply to Raven Computers and its associated projects and brands, including Raven Rock Site, P. Hesselø Photo and Medieval Fantasy, as well as other projects and brands listed under "Our Brands" on the website.

Raven Computers is the business legally responsible for the associated projects and brands. Where these terms use "we", "us" or "our", this means Raven Computers and the relevant project or brand in connection with the specific activity. The general terms apply across all current and future projects and brands, while provisions concerning specific services or products apply only where they are relevant to the specific agreement.

2. Formation of the Agreement

For support and service, the agreement is concluded when the time for carrying out the work has been agreed with the customer.

For purchases through Raven Computers, the agreement is concluded when the customer - following advice or on their own initiative - places the order for the specific purchase or acquisition through the business.

For other assignments, deliveries and collaborations under Raven Rock Site, P. Hesselø Photo, Medieval Fantasy or other associated projects and brands, the agreement is concluded when the parties have accepted the specific assignment, delivery or collaboration and its essential terms.

If a specific written agreement between the parties differs from these terms and conditions, the specific agreement takes precedence to the extent that the provisions are inconsistent with each other.

3. Service Period, Corrections and Claims Regarding Faults or Defects

A 7-day service period applies to completed services, such as software installation, system setup, troubleshooting and similar services.

You have 7 calendar days from the invoice date to contact us if you experience problems or are dissatisfied with the work carried out.

We will then investigate the matter and, where necessary, make reasonable corrections within the scope of the originally agreed work at no extra charge, provided the work is carried out during our normal opening hours.

It is sufficient for you to contact us before the end of the period. The correction itself may, by agreement, be carried out later depending on the current number of open customer cases and our schedule.

After the service period has expired, ordinary new support enquiries are handled according to the current prices and billing rules. The service period does not limit your rights under applicable law.

Claims may be made regarding faults or defects in the service provided.

A later disagreement with a professional recommendation is not in itself the same as a fault or defect in the advice. An actual fault or defect in the advice may still give rise to a claim.

Later changes in the customer's needs, decisions or actions are handled under the provisions below on the scope of the work, changes and additional work.

All support and service tasks are treated as the provision of services. Our special 7-day service period gives the customer an opportunity to tell us about faults and defects shortly after the work has been carried out. After the end of that service period, the customer may still make a claim regarding faults or defects within the time limits set by applicable law, but must be able to document that the original service was defective.

4. Right of Withdrawal

Private customers have the right of withdrawal provided by applicable law. When you agree that a support service is to be carried out within the withdrawal period, you are also asking us to begin the work at the agreed time. Once the service has been fully performed, the right of withdrawal ends.

If you exercise the right of withdrawal after the work has begun but before the service has been fully performed, you must pay for the part of the work that has already been provided.

5. Extraordinary Circumstances Beyond the Parties' Control

A party is not liable for delay or failure to perform to the extent that this is caused by extraordinary circumstances beyond that party's reasonable control which could not reasonably have been foreseen or avoided.

6. Copyright and Use of Materials and Content

Copyright and other rights in the respective websites, digital platforms, material and content belong to Raven Computers, its associated projects and brands, and the business owner, unless otherwise provided by a specific written agreement or applicable law.

The material may not be copied, reproduced, altered, distributed or used commercially without prior written consent.

The protection includes, among other things, the following:

Raven Computers: name, logo, text, code, structure, design and technical solutions.
Raven Rock Site: name, logo, photographs, videos, articles, reviews, interviews and graphic material.
P. Hesselø Photo: name, logo, photographs, video and other photographic material.
Medieval Fantasy: name and project identity, text and manuscripts, drawings and illustrations, concepts and other creative material.
Other current and future projects, brands and trade marks: their respective names, logos, material and content, including future text and manuscripts, drawings, illustrations, concepts and other creative material where relevant.

As a limited exception, Raven Rock Site logos may be downloaded and used in connection with sharing Raven Rock Site material. This permission applies only to that use and does not transfer copyright or any other rights in the logos.

When material is sent or transferred to Raven Computers, the business owner or Raven Computers' associated projects and brands, including Raven Rock Site, P. Hesselø Photo and Medieval Fantasy, as well as other projects and brands listed under "Our Brands" on the website, it is understood that the material may be used to the agreed extent. Use and any publication take place only in accordance with the specific agreement between the parties. Any credit is given in accordance with the specific agreement between the parties or the practice that applies to the relevant assignment. This does not in itself transfer copyright.

7. Information on Digital Platforms

Raven Computers and its associated projects and brands make information, text and graphics available on their respective websites and digital platforms in accordance with these terms.

We aim to ensure that information on our digital platforms is correct and up to date. However, changes, price changes, typing errors or other errors and omissions may occur, and the information should therefore not be regarded as a binding agreement unless otherwise agreed directly.

8. Liability for Support, Installations and Changes

We carry out support, installations, configurations and changes on the basis of the information, access and technical situation that exist at the time the work is carried out.

Although the work is carried out carefully and based on our best professional judgement, unforeseen circumstances may occur, including existing faults, hardware faults, software faults, compatibility problems, faults or changes at third-party providers, and other matters beyond our control.

We cannot be held liable for matters that are not caused by the work carried out, including faults or limitations in the customer's existing equipment, software, services, licences or third-party solutions.

Recovery of lost data is carried out on a best-efforts basis. We therefore cannot guarantee which data can be recovered or the condition of any recovered data. The result is supplied on a medium agreed in advance, in the form in which it is available.

Any service period following completed support covers only matters relating to the specific work carried out and does not constitute a general guarantee against subsequent faults, changes or other matters unrelated to that work.

9. Backup

As a general rule, the customer is responsible for having an up-to-date backup of their own data before support, installations or changes are carried out, unless otherwise agreed in advance.

We offer assistance with creating or restoring backups as a separate paid service.

10. Contact Methods and Required Information

Customers, business partners and other contracting parties can contact us using a relevant contact form on our websites, by email or by telephone.

Social media are not used as a contact channel. Enquiries received through social media are answered by asking the sender to contact Raven Computers or the relevant project or brand by email or contact form.

A voicemail message may also be left for general enquiries. We will respond as soon as possible and within 2 working days at the latest, during our normal opening hours. Our current opening hours can always be found on the Raven Computers website.

Complaints must be submitted in writing by email or through a relevant contact form. Complaints regarding errors or defects should be submitted in writing by email or through a relevant contact form. Enquiries submitted through a contact form are received as email and handled in the same way.

We may send registered customers neutral information and service messages about relevant changes to our terms and conditions, prices, product descriptions and privacy policy. In addition, customers with a McAfee solution managed by us or an active Support or Service Package may be contacted with relevant service and follow-up messages about that solution. Such messages are not used for marketing.

An initial enquiry about needs, booking or general clarification is not in itself chargeable.

If actual support, technical advice, troubleshooting or other chargeable assistance is already provided during the first contact, the normal billing rules apply.

For a chargeable enquiry, the customer must provide the information we request in the contact form, as this information is necessary for us to create the customer record or case and invoice correctly.

11. Software Licences and External Costs

Software is installed only where the customer has the necessary valid licence for the software concerned.

The customer must be able to provide evidence of a valid software licence on request where this is relevant to the work. If the necessary licence cannot be documented, we may refuse the affected installation or setup.

Costs for external backup media or software licences are not included in support or service prices and are invoiced separately at current prices.

12. Usernames, Passwords and Other Access Credentials

Where work requires usernames, passwords or other necessary access credentials, these must as a general rule be available from the start of the support session.

If the necessary access credentials are not made available, we may refuse or postpone the part of the setup, installation or support that cannot be completed without that access.

For hardware installation, the customer is responsible for ensuring that the necessary connection cables are available.

13. Scope of Work, Changes and Additional Work

Support is provided on the basis of the task and objective agreed at the outset.

The customer may not unilaterally expand or repeatedly change the agreed task while it is in progress. We may decline to add new tasks, changed requirements or reversed decisions to the current support case.

New or changed requests may be agreed as a separate follow-up task. Additional work may be included in the current task only if we specifically agree to it and it can be accommodated within the time planned for the task.

If the customer changes an earlier decision or takes action that affects a solution already agreed or implemented, any necessary rework may be treated as an additional or new task or service.

A later change in the customer's needs, decisions or actions – including choices based on third-party advice, automated tools or other external influence – does not in itself mean that the original service was faulty or defective.

14. Product and Purchasing Advice

If a customer wants advice or assistance in choosing and acquiring IT equipment, including computers, accessories and software, the customer is free to choose whether the recommended product is subsequently purchased through us or from another retailer.

If the recommended product is purchased through us, the advice charge is credited against the purchase. If the product is purchased elsewhere, the advice service already provided remains chargeable and is invoiced at the current price.

15. Hardware and Software Sales and Delivery

When the customer chooses to buy equipment or software through us, Raven Computers is the seller and reseller, and the customer therefore buys the product directly from the business.

The customer receives our sales invoice at the agreed sale price.

Our supplier and purchase invoices are not provided to the customer. Purchase prices and our internal mark-up and margin are internal business information.

If an expected delivery time has been stated for a specific purchase of goods and we become aware that it cannot be met, the customer will be informed of the delay and the new expected delivery time.

16. Legal Warranty, Manufacturer's Guarantee and Service Centres

All equipment sold by Raven Computers is covered by the legal warranty under the Danish Sale of Goods Act.

Where relevant setup is purchased, we will register the product in the customer's name with the manufacturer before delivery where the manufacturer offers a relevant registration scheme. Registration may give the customer access to the manufacturer's guarantee and support arrangements.

We are not a repair or warranty service centre. Where physical inspection or repair is necessary, relevant authorised or manufacturer-affiliated service centres are used. Where possible, relevant local service centres and existing working relationships are used.

The customer may contact us about faults or defects in equipment purchased from Raven Computers. As the seller, we can pass on and facilitate contact with the manufacturer, supplier or service centre.

If the manufacturer offers direct guarantee or support options, the customer may also choose to use these directly.

The manufacturer's guarantee or support and the use of an external service centre do not in themselves remove the customer's statutory rights against Raven Computers.

17. Billing Principles

Support lasting less than 15 minutes is billed as Quick Support where Quick Support is relevant. Exactly 15 minutes is not Quick Support.
Quick Support may be used for Remote Support and Device Drop-off where the customer stays and waits. Onsite Support is never Quick Support.
Email support is intended for clarifying or resolving minor issues and covers no more than 5 simple questions per case. It is billed as one Quick Support charge for each commenced set of 10 emails in the same support case. More complex cases, or cases that are not completed within 10 emails, may be moved to the relevant form of support, including Remote Support. The handling method is assessed according to the nature and complexity of the task with the aim of providing an appropriate and efficient solution.
PC Diagnostics is the minimum service for PC support lasting 15 minutes or more and covers up to the first 30 minutes.
Mobile, Tablet and SmartTV Support covers up to the first 30 minutes. Additional time is billed as Consultancy Services.
For Remote Support, the relevant initial or minimum service covers the first 30 minutes. After that, private customers are billed for each commenced 15-minute period and business customers for each commenced 30-minute period.
Onsite Support is billed from the first minute. For private customers, the first 30 minutes are billed for each commenced 15-minute period and for business customers for each commenced 30-minute period. After that, billing is for each commenced hour. If the first 30 minutes are already covered by another service, such as PC Diagnostics, Onsite Support is billed only for the additional time.
For Device Drop-off, private customers are billed for each commenced 15-minute period and business customers for each commenced 30-minute period. If the equipment is left with us, the work is billed from the first minute. If the first 30 minutes are already covered by another service, such as PC Diagnostics, Device Drop-off is billed only for the additional time.
Business Support and Consultancy Services are billed for each commenced hour.
Business Support is used for IT support and technical assistance for business tasks that are not tied to one specific PC, mobile phone, tablet or SmartTV and are not covered by the standard services. Examples include server setup, network installation, patching, cloud services, licence management and business-specific support. Business Support is billed as a separate service for the part of the work that falls under this service.
Multiple devices may trigger the relevant initial or minimum service for each device, but subsequent shared working time is not billed twice.
Transport and Handling covers transport, administration and use of telephone, electricity and internet, and is billed at the current fixed rate for the entire journey. A 25% reduction is given where the address is no more than 1 km away, or where the customer, by agreement, handles transport in both directions. Additional transport costs actually incurred, including for example public transport or taxi fares, are added only to the extent that they exceed the standard rate.
Support outside normal opening hours is provided only in urgent situations and by prior agreement. An additional charge at the current Consultancy Services rate applies for each commenced hour.

We may change prices and terms for new agreements and future purchases. In special cases, price changes may take effect without prior notice. Agreements already entered into, confirmed assignments and written quotations are not affected by later changes unless otherwise specifically agreed.

18. Payment, Invoicing and Due Dates

Payment is made by bank transfer to the account shown on the invoice. MobilePay is not accepted. Other payment methods or payment terms may only be agreed in writing in advance.

The invoice is sent electronically to the email address provided by the customer or other contracting party, with an overview of the services, deliveries or purchases provided or agreed. For support, the invoice is normally sent after the work has been carried out, unless otherwise provided by an agreed payment or instalment plan.

An invoice is considered received when it has been sent electronically to the email address provided by the customer.

Private customers have 14 days to pay, and business customers have 8 days to pay. The payment period is calculated from the invoice date unless otherwise agreed in writing.

Where instalment or staged payments have been agreed, the agreed invoices are issued and sent when the agreement is entered into, with individual due dates.

Standard instalment plans may only be set up under a separate written agreement made in advance and may be split into no more than 3 monthly instalments.

No interest or administration fee is charged as long as the agreement is honoured.

Any rounding difference resulting from splitting the total amount is placed in the first instalment. The special instalment payment model for credit packages is not a standard instalment plan.

19. Appointment Cancellations, Non-Attendance and Delays

An appointment may be cancelled without charge up to 2 hours before the agreed time.
If an appointment is cancelled less than 2 hours before the agreed time, a fee equal to one hour of Consultancy Services is charged.
If the customer fails to attend without cancelling, the relevant device service is invoiced for ordinary device support. For Remote Support, one hour of Consultancy Services is invoiced. For Onsite Support, the relevant service plus Transport and Handling is invoiced. For business Onsite Support without a specific device, one commenced hour of Business Support plus Transport and Handling is invoiced.
If the customer is late, the reserved time runs from the originally agreed time. If the customer gives notice no later than 30 minutes before the appointment, billing starts only when the customer is ready.
If we are delayed, the customer's billable time starts only when the work actually begins. The customer does not lose reserved or paid time because of our delay.

20. Service & Support Agreements (Credit Packages)

Service Packages are for ongoing preventive PC maintenance by remote control and include updates, optimisation and security checks.
Support Packages are for ongoing support and assistance on a PC by remote control and include support, advice and assistance with questions, requests and minor issues.
Credit packages are offered only to private customers and apply to Remote Support via remote control of a PC.
Credit packages may contain 6 or 12 credits. One credit covers up to one hour of Remote Support, or part thereof, by remote control of one PC. Work on multiple PCs requires the corresponding number of credits.
The credit package is personal and applies to one customer and one address. Onsite Support and Device Drop-off are billed separately.
When a credit package is used, PC Diagnostics is included at no separate charge.
Service Packages and Support Packages are two separate products with no overlap. Services covered by one agreement cannot be provided under the other. Credits cannot be transferred, exchanged or used across the two agreements.
The credit package is valid for the calendar year in which it is purchased and expires on 31 December.
The price is not reduced if the package is purchased later in the year.
12-credit packages are sold from 1 January up to and including 30 April. 6-credit packages are sold from 1 January up to and including 31 August.
All credits are made available immediately.
Unused credits normally expire at the end of the calendar year and are normally not refunded. If the customer has booked support by 31 December but, because of our schedule or the number of open customer cases, we cannot complete the agreed support case before the end of the year, the specific credit is retained for that support case.
Credit packages do not renew automatically.
Payment may be made in 1, 2 or 4 instalments without interest or administration fees. Paying by instalments does not change the total price, and the full purchase price must be paid no later than 42 days after purchase. Where payment by instalments is used, the agreed instalment invoices are issued at the time of purchase with individual due dates.
If the customer stops using the package, the payments already agreed continue. The remaining balance does not automatically become due solely because the customer stops using the package.
The statutory right of withdrawal applies.

21. Remote Support

Remote Support is provided without a visit to the customer, either by remote control of a PC or by telephone guidance. With telephone guidance, the customer is verbally guided through simple solutions on a PC, mobile phone, tablet or SmartTV.

The Remote Support program is standalone and does not require installation. The customer can download the program from the website, run it and delete it after the support session. Returning customers may, by agreement, keep the program locally and have a convenient shortcut.

The program does not give us permanent remote access.

The customer starts the program and approves the connection themselves. The customer can end the connection at any time.

If the connection is ended, only the support time already used is invoiced. If the customer later wants to resume support, this is treated as a new chargeable support enquiry under the current prices and billing rules.

Access is used only for the agreed task, and the customer decides which devices and information are made available.

22. McAfee Subscriptions and Administration

We offer McAfee subscriptions as part of our services. The customer is invoiced directly by us, after which we handle payment to McAfee and administration of the subscription.

When a subscription is purchased or renewed through us, we handle activation, licence renewals and related McAfee support on the customer's behalf.

As part of the administration, we use administrative access to the McAfee account. For security reasons, we require multi-factor authentication (MFA) to be enabled and linked to our administrative access for as long as we administer the subscription.

The customer may choose at any time to take over payment and administration themselves. When our administration ends, future purchases and renewals through us are no longer available, reminders stop, and our administrative access is removed.

Personal data connected with the administration is processed in accordance with the Privacy Policy.

23. Payment Reminders, Reminder Letters and Debt Collection

If the payment deadline is missed, we will send a free payment reminder as soon as possible with a 14-day payment deadline. No interest or fee is charged for this reminder.
If payment is still not received, up to three reminder letters may then be issued. Each reminder letter has a 14-day payment deadline and a reminder fee of DKK 100.
The third reminder letter also serves as a debt collection notice.
If payment is still not received by the end of the deadline, the case is transferred to Collectia.

We do not charge interest before the transfer. After the transfer, Collectia handles interest, fees and debt collection in accordance with applicable law.

If the customer has raised a genuine objection to the claim or its amount, the case is not handled under the standard reminder procedure until the dispute has been assessed.