Terms & Conditions
GENERAL TERMS AND CONDITIONS (2021)
1 – Scope of Application
These Customer Service General Terms and Conditions for Time Keeper LLC., (hereinafter referred to as: "TK" or “TK Service Center”) apply to all repairs and maintenance services
carried out by TK (hereinafter referred to as: "Service") on any timepiece or clock (hereinafter referred to as: a “Watch”) belonging to a third party (hereinafter referred to as: the "Customer"), and sent or otherwise entrusted to TK for Service.
2 – Reception of the Watch from the Customer and Immediate Estimate
2.1. When a Watch is received from a Customer, the Customer will be
given a receipt which describes the general external condition of the Watch as observed by the TK evaluation representatives. When it is possible to determine which Service needs to be carried out at the time the watch is processed through the TK evaluations department, the Customer will be advised of the scope and cost of the Service via email.
2.2. Despite the care taken by the TK evaluations representatives when the Watch is received, it is possible that some external imperfections may not be identified until further examination by a watchmaker. For this reason, the record of faults declared by TK’s Service Center and stated in the Detailed Estimate (as defined in Clause 3.1) supersedes all others.
2.3. It is noted that each Watch is digitally photographed when it is received by TK to ensure its general condition is maintained, and for a Watch on metal bracelet, the current number of links is counted. If expressly requested by the Customer, TK may provide the photograph of the Watch and/or certain areas of the Watch.
3 –Preparation and Acceptance of the Detailed Estimate
3.1. If it is not possible to determine the price of the Service to be carried out when the Watch is received from the Customer and processed through the evaluations department (Clause. 2.1), TK shall send the Customer, within the shortest possible time frame, a detailed estimate for which the complete dismantling of the Watch case and movement is required (hereinafter referred to as: the "Detailed Estimate"). The Detailed Estimate will indicate the scope and cost of the Service, and estimated time required to carry out the Service. For the purposes of these Customer Service General Terms and Conditions, reference to the term « Estimate » includes both Immediate Estimates and Detailed Estimates and all other types of estimates, unless expressly stated otherwise.
3.2. The Detailed Estimate remains valid for fifteen (15) days from the date it is issued and shall be approved by the Customer.
3.3. The Customer does not have to contribute to the cost of preparing an Estimate for a contemporary Watch. Mechanical Watches/Clocks manufactured within the last forty-five (45) years, or quartz Watches/Clocks manufactured within the last twenty-five (25) years. The Customer will have to contribute to the cost of preparing an Estimate for mechanical Watches/Clocks produced more than forty-five (45) years ago,or quartz Watches/Clocks manufactured more than twenty-five (25) years ago (hereinafter referred collectively as: "Older Watch(es)") Some Older Watches may be required to be treated with “special” care due to the risk of non-replaceable internal/external components while preparing an Estimate. The Customer contribution starts at $195 for an Older Watch Estimate. This amount is only invoiced to the Customer if the Estimate is declined. It must, however, be noted that for Older Watches, difficulties encountered during the Service may lead to the Estimate being revised, or work may even have to be suspended indefinitely if the scheduled Service operations
cannot be carried out due to the age or condition of the Watch. In this case, the Watch will be returned to the Customer, without charge and in the same condition in which it was received.
3.4. If, during the Service, TK notes that a certain number of tasks were not included in the Detailed Estimate or in the Immediate Estimate and will now have to be carried out in order to maintain the proper operation, integrity and/or the water resistance of the Watch, TK will promptly send the Customer an additional or revised Estimate for approval including the new operations to be carried out. The Service will be suspended until the new Estimate is approved by the Customer. If the new Estimate is rejected, the Watch will be promptly returned to the Customer, without any additional charge and in the same condition in which it was received. For the purposes of these Customer Service General Terms and Conditions, reference to the term « Detailed Estimate » includes both Detailed Estimates and additional or revised estimates if any.
4 – Price of the Service
4.1. The estimated cost of the Service does not include applicable taxes, nor does it include the charge for packaging, transporting and/or insurance, unless a written agreement to the contrary is signed by TK and the Customer.
4.2. The charge for the Service is payable a t the latest when the Service is completed. TK does however reserve the right to request full or partial payment in advance, i.e. particularly for a restoration Service carried out on an Older Watch, custom orders, or if a Watch is returned to the Customer via a third-party partner (Clause 8).
5 – Rejection of the Estimate by the Customer
5.1. The Detailed Estimate has a validity period of fifteen (15) days (Clause 3.2). Once the Detailed Estimate validity period expires, the Watch will be returned to the Customer after all the costs for preparing the Estimate, set out in Clause 3.3, are duly paid. 5.2. Similarly, if the Customer refuses the Estimate, the Watch will be returned to him or her in compliance with Clause 8; in the same condition in which it was received once payment of all fees for preparing the Estimate stated in Clause 3.3 and return shipping have been paid. The Customer's refusal to have a Service carried out (in particular a maintenance, repair or water resistance service) releases TK from any warranty obligation relating
to the Watch functions, its operation, its water resistance and its integrity.
5.3. If any Service options are suggested to the Customer by TK, these do not necessarily have to be accepted by the Customer for the Service to be carried out. Conversely, some Service options can only be executed if the Service is accepted. Otherwise, the Watch will be returned to the Customer after all the costs for preparing the Estimate, set out in
Clause 3.3, are duly paid.
6 – Acceptance of the Estimate by the Customer
6.1. TK requires that you submit your credit card information upon approval of the Estimate. TK will not bill the card until the Service is approved by the Customer. Moreover, the Customer expressly authorizes TK to return the Watch to the address stated by the Customer on the service request form upon completion of the authorized Service or should the Customer not provide TK with the Estimate approval before the expiration date.
6.2. If the Estimate is accepted by the Customer within fifteen (15) business days of the date it was issued, TK agrees to exercise all due diligence to ensure the Service is carried out within the guide deadline given in the Estimate. A new deadline will be indicated to the Customer if the Estimate is not accepted within a period of fifteen (15) business days. This new guide deadline takes into account the current workload at the time and may be later than the guide deadline given on the initial Estimate.
6.3. Once the Customer's acceptance of the Estimate has been received in writing, TK agrees to carry out the Service with all reasonable diligence. Once the Service is in progress, the Customer cannot withdraw his consent, except for a strap exchange. 6.4. In order to carry out the Service within the shortest possible time frame, TK reserves the right to send the Customer's Watch to a different approved repair Center from the one which received the Watch.
6.5. If despite all its efforts, TK cannot fulfill its contractual obligations due to extenuating circumstances, the execution of the Service may be postponed. Extenuating circumstances include natural phenomena, conflicts, strikes, attacks, unforeseen official restrictions, and any other events beyond the control of TK.
7 – Components Used
7.1. Some of the components replaced during a Service are included in the price of the Service as long as it is not an Older Watch and the replacement of these components is considered customary for the Service concerned. Otherwise, if the Watch has received an impact or any other damage which requires the replacement of certain components before their
normal replacement period (usually during regular maintenance service)these components will be invoiced separately to the Customer at an exchange price. This exchange price takes into account the values of keeping the replaced components, particularly in terms of precious materials. The components exchanged as part of a Service are kept for thirty (30) days before being recycled. The exchanged components will not be returned to the Customer. Worn components replaced as part of the Service will be replaced, to the extent possible, by original components manufactured by the respective brand factory standards. Aftermarket components will only be suggested to the Customer if original components are not readily available or upon request from the Customer.
7.2. During a Service carried out on an Older Watch, original components which are no longer available may be recreated by hand, insofar as possible.
7.3. The availability of certain replacement parts (i.e. Dial, Hands, etc.…) which are wholly identical to the Watch's original components may sometimes be limited to a certain time period. If these are no longer available, TK will replace them with the closest possible appearance to the Watch's original component; or recondition the original component, when this type of reconditioning is technically possible.
8 – Return of the Watch to the Customer upon Completion of the Service
8.1. Once the Service has been completed, the Customer will be informed by TK of the completion of the Service and the fact that the Watch will be returned to him or her. At the Customer's written request, the Watch may also be returned to him or her at a different address given by the Customer when the Service is completed provided that the address is located in The United States of America (USA). The Watch should be returned to the Customer’ in a secure package, within the shortest possible time frame. Any change in the Customer's address after the Watch is received at TK Service Center can only be accepted after the Customer has been formally identified.
8.2. Should TK not be able for any reason to bill the total price of the approved Service to the Customer’s credit card, TK will be authorized to keep the Watch until it receives full payment of the amounts due including any accrued interest at a rate of 12% per year, or the highest rate permitted by law, from the 15th day after completion of the approved Service.
8.3. TK cannot be held liable for any damage to and/or loss of the Watch due to an incorrect address provided by the Customer. Failing to inform TK in writing of any changes of address while the Watch is at TK's premises, the Customer unconditionally releases and discharges TK from any claims and demands whatsoever, in law and equity, arising out of the
shipment of the Watch, including but not limited to the loss of the Watch.
9 – Loss of or Damage to the Watch received by TK
9.1. Before it is received by TK: If the Customer decides to send his or her Watch to TK Service Center, TK cannot be held liable for any damage caused to the Customer's Watch while it is in transit or for its loss or theft before it is received by the TK Service Center. It is recommended that Customers send their Watch by secured and/or registered mail or delivery service. The Customer alone is responsible for ensuring compliance with the procedures and conditions for exporting/importing a Watch sent directly by a Customer to TK for Service. TK cannot under any circumstances be held liable for failure to receive a watch sent to TK by the
9.2. After it is received by TK: Despite the care being taken by TK when repairing Watches entrusted to TK by the Customer, it is possible that some delicate components may be damaged during the Service. In the event that these components cannot be replaced at TK's expense, TK is obliged to compensate the Customer solely in accordance with the following rules:
- Contemporary Watch/Clock Model: replacement of the damaged Watch with a new Watch of the same model or for limited editions, replacement of the Watch with a similar Watch of the same value (in line with the price paid for the Watch/Clock by the Customer) or, at TK’s discretion, a financial compensation based on the current market value of the Watch.
- Vintage or Antique Watch/Clock: replacement of the Watch with a similar Watch of the same value (in line with the price paid for the Watch/Clock by the Customer) or, at TK’s discretion, a financial compensation based on the current market value of the Watch.
10 – Service Warranty
10.1. The work carried out as part of the Service and the components replaced (including the Service and components replaced on clocks) are guaranteed for a period of one (1) year from the date noted on the invoice. Payment receipt for the Service must be presented in support of a request for service under the warranty.
10.2. Without prejudice to Clause 9, the service warranty covers only workmanship defects, particularly those resulting from defective workmanship during the Service.
10.3. The following are not covered by the product or service warranty: normal wear and tear, refinishing, irregularities related to an impact and/or misuse of the Watch, any defects caused directly or indirectly by service on the Watch provided by anyone other than TK Service Center, and failure to observe the recommended water-resistant control or service (as set forth in Clause 11).
10.4. Fabric, rubber and leather/hide straps are guaranteed for three (3) months from the date of purchase noted in the warranty certificate or on the invoice.
10.5. The Customer is responsible for checking the Watch and then informing TK in writing of any defects which are immediately noticeable within ten (10) business days of the Watch being received after the Service. Otherwise, the Watch is deemed to have been accepted by the Customer and TK is released from any claim or liability, unless it relates to a defect which could not have been noticed upon Customer inspection. In such an event, the Customer may only request that TK repair such defects under these Customer Service General Terms and Conditions.
10.6. The Customer's refusal to have a Service carried out (in particular a maintenance, repair or water resistance service) releases TK from any obligation relating to the Watch functions, its operation, its water resistance and its integrity.
11 – Water Resistance of the Watch
11.1. The water resistance of the Watch can be altered by an accident or upon contact with an aggressive material (acid, perfume, liquid metal, etc.). After this type of incident, it is vital to completely avoid immersing the Watch, and to have a new water resistance test carried out on the Watch immediately. If the Customer goes swimming frequently, since sand, salt and chlorine are abrasive and corrosive agents, TK recommends regularly rinsing your Watch (bracelet included) in fresh water and then drying it completely with a soft cloth. TK recommends to avoid submerging a Watch fitted with a leather strap, even if it is a water resistant model, as the strap may get damaged.
11.2. Under normal use, TK recommends that its Customers have a water resistance test carried out at least every year (1 year) and every six months if the Watch is frequently exposed to water and humid environments.
11.3. If the Customer's Watch is not a water-resistant model, it must not be immersed or brought into contact with water or any other kind of Liquid.
11.4. Something as simple as washing hands can allow moisture to infiltrate into the movement; this can result in serious damage or oxidation problems. TK recommends to ensure that the crown of the watch is properly screwed down at all times to avoid damage to the movement if the watch is equipped with that feature. Other phenomena, such as rain, very humid weather and significant temperature variations in air-conditioned environments can also lead to moisture in the movement. Over time, Watches can undergo minor distortions linked to normal wear or also inexpert or excessive polishing which may lead to a loss of water resistance. Any moisture damage is not covered by the service warranty.
11.5. For an Older Watch the original water resistance cannot always be guaranteed. With age, Watches can suffer from slight distortions due to normal wear, and excessive polishing. It is therefore recommended that the Watch is kept away from any source of moisture. Any moisture damage is not covered by the service warranty.
11.6. When a Watch battery is changed, TK suggests that the Customer has a Service carried out to ensure the water resistance of the Watch. The Customer may decline this Service by signing a disclaimer refusing the water resistance service of the Watch and forfeiting any warranty; in this case, only a new battery will be fitted free of charge
12 – Recommendations concerning Magnetism
Many items such as scanners, household appliances, electronics ((clock-radio, mobile phones...), medical/hospital devices (MRI, x-rays...), airport devices, and some money clips, can generate a magnetic field. It is possible that a Watch may become magnetized after it has been in close proximity to a magnetic field and this may cause variations in its daily timekeeping rate. In this case, TK recommends the Watch be demagnetized at TK Service Center.
13 – Counterfeits
If during close examination, it is determined that all or some of the parts of the Watch are counterfeit or hybrid pieces. TK will document the visual and technical aspects which prove without doubt that it is counterfeit and notify the Customer.
14 – Modification to Watch Appearance
If a Watch has parts that modified the original appearance or function, TK may provide an Estimate which takes into account the work required to return the Watch to its original appearance if technically possible. TK reserves the right to limit its intervention to the parts of the Watch which have remained in their original condition. Likewise, TK reserves the right to refuse any Service in the event of aesthetic and/or technical modifications made to the Watch.