Booking, confirmation and estimates
An online submission is a request for a preferred appointment or collection window, not confirmation of attendance, repair completion time or final price. The team confirms acceptance separately. Collection and return times are estimates and may change because of traffic, access, parts or repair findings. Estimates may change after inspection if the model, fault, previous damage or required parts differ from the information supplied. Repair work begins only after the agreed scope and price are authorised.
Pickup eligibility and distance
Pickup and return is available only when enabled and the submitted postcode centroid is within the configured radius of a participating shop. The checker currently uses straight-line distance to the nearer shop; it is not road distance and does not guarantee that every address, building or access arrangement can be served. Eligibility and the servicing shop remain subject to staff confirmation.
The £20 pickup and return fee
The £20 fee covers one confirmed collection journey and one confirmed return journey for an eligible booking. It is separate from diagnosis, parts, labour, parking, redelivery or any other amount specifically agreed with you. No card payment is taken by this form. The fee and any repair price are confirmed before the booking is accepted.
Handover and authority
The person booking confirms that they own the device or have authority from its owner to arrange collection and repair, and that an adult can hand it over. Staff may request the booking reference, identity or proof of authority, record the device description and visible condition, and provide or record a handover reference. Tell us before collection about liquid exposure, impact, swelling, heat, smoke, unusual odour, exposed cells or other safety concerns.
Preparing the device
Back up important data where possible, turn off tracking or activation locks when requested, and remove SIM cards, memory cards, bank cards, loose cases, dongles and accessories unless they are required to reproduce the fault and specifically listed at handover. Chargers should be included only when agreed and clearly identified. Devices must be powered down and packaged or presented safely for transport.
Unsafe or unsuitable devices
We may refuse or pause collection, transport or repair where a device appears hazardous, contaminated, unlawfully held, incorrectly described, inaccessible, inadequately packaged or otherwise unsuitable to handle safely. We will explain the next reasonable step where practical. Do not post or conceal a swollen or damaged lithium battery.
Data and device access
Customers should back up important data before service. Data on a faulty or damaged device cannot be guaranteed. Diagnosis, software work, board repair, resets or part replacement can involve data-loss risk. Where a passcode or account access is supplied for agreed testing, it is used only for that purpose and should be changed afterwards. We do not accept liability for data loss beyond what the law allows, and nothing excludes liability caused by a failure to use reasonable care and skill.
Parts and testing
Available part options depend on the device, stock and customer choice. Any relevant quality differences will be explained before authorisation. Devices are tested for the reported fault and reasonable related functions; pre-existing or intermittent faults may not be discoverable.
Additional work and authorisation
If inspection identifies additional faults or a different part, we will seek further authorisation before materially increasing the agreed price or scope. If you cannot be contacted, work pauses unless a specific spending limit or instruction was agreed. Reassembly or reasonable diagnostic work already authorised may still be chargeable.
Special-order parts and deposits
A deposit or advance payment may be requested for a special-order, high-value or model-specific part. Before taking it, the shop will explain whether it is refundable, what happens if the part is delayed or incompatible, and any cancellation right that applies. Nothing in this clause overrides mandatory consumer rights.
Removed parts, repairability and water resistance
Unless return is agreed in advance and safe and lawful, removed or damaged parts may be recycled or disposed of after service. Opening a device, previous damage and replacement seals can affect manufacturer coverage, cosmetic finish, water or dust resistance; original resistance cannot be guaranteed after repair. Ask about these effects before authorising work.
Fragile, liquid-damaged and previously repaired devices
A bent, corroded, swollen, heavily damaged or previously opened device may have hidden defects and can deteriorate during reasonable dismantling, cleaning or testing. The technician will use reasonable care and explain material known risks, but an unsuccessful outcome does not by itself mean reasonable care and skill were not used.
Warranty
Eligible repairs normally carry a 12-month warranty for the fitted part and related technical fault unless the invoice clearly states a different period for that repair. The warranty does not cover new impact, pressure, liquid damage, misuse, tampering, unrelated faults, software, consumable deterioration or damage caused by an already distorted frame or housing. The device must be returned for inspection before another party attempts work.
No fix, no fee and diagnostics
Where “no fix, no fee” is agreed, it applies to the stated repair attempt. It may not cover separately authorised diagnostics, data-recovery work, liquid-damage treatment, special-order parts, return shipping or work that achieves an agreed partial outcome. Any exception is explained before work begins.
Failed collection, cancellation and redelivery
Tell us promptly if access, address, availability or the collection window changes. If a confirmed journey cannot be completed because nobody eligible is present, the address or device is materially different, or access is unsafe, we may need to rearrange. Any additional reasonable and proportionate journey cost will be charged only where the law permits and will be disclosed before rebooking. We may cancel or rearrange for safety, staffing, traffic, weather or other events outside reasonable control.
Care, transit and reporting problems
We will use reasonable care while the device is in our possession and during an agreed collection or return. Risk and responsibility are governed by applicable law and the facts recorded at handover; these terms do not exclude liability that cannot legally be excluded. Inspect the returned device when reasonably possible and report a missing item, transit issue or visible damage promptly so it can be investigated.
Cancellation rights for remote bookings
Where UK distance or off-premises cancellation rights apply, a consumer will normally have 14 days to cancel the service contract. To cancel, send a clear statement by email, phone or in writing with your name and booking reference. If you expressly ask collection or repair services to start during that period, you may have to pay a proportionate amount for services supplied before cancellation. If the service is fully performed after your express request and acknowledgement, the cancellation right may end where the law allows. Bespoke or installed parts and mixed goods-and-services contracts can have different rules, so contact us promptly.
Payment, return and uncollected devices
Payment is due as agreed when work is completed or before the device is returned. We may ask for the booking or repair reference and reasonable identity or authority checks before release. Devices left after repeated collection notices may incur reasonable storage arrangements and will be handled only in accordance with applicable law; contact the shop promptly if return is delayed.
Business customers and third-party rights
If the customer is acting wholly or mainly for business purposes, some consumer cancellation and remedy rules may not apply, and separate written business terms may apply. A person who is not a party to the service contract has no right to enforce these terms except where applicable law says otherwise.
Events outside reasonable control
We are not responsible for delay caused by events outside reasonable control, such as unsafe travel, severe weather, transport disruption, power or network failure, supplier delay or emergency closure. We will take reasonable steps to reduce the effect, contact you and rearrange or provide any cancellation or refund required by law.
Governing law and resolving disputes
Please raise a complaint with the shop first by phone, email or in person so it can be investigated. These terms are governed by the applicable law of England and Wales, while consumers retain any mandatory protections and rights to use the courts available to them.
Complaints and statutory rights
Services will be provided with reasonable care and skill. Nothing in these terms removes rights that cannot be excluded under UK consumer law or limits liability for death or personal injury caused by negligence, fraud, or another liability that cannot legally be limited. If there is a problem, contact the shop with the invoice and allow a reasonable opportunity to inspect the device and provide any remedy required by law.