Repair Service Terms & Conditions
Saint Line House, Mount Stuart Square,Cardiff, CF10 5LR
1. Agreement for repair
1.1 The terms set out in these Conditions of Repair (“Agreement”) shall apply to the service we provide to repair your device or mobile phone (iPhone), iPad or MacBook and/or any accessories listed (“Equipment”) on the collection receipt.
1.2 Reference to “us”, “we” and “our” refer to iPhonefixed and references to “you” and “your” are references to you, the person addressed the invoice or on our order database.
2. All repairs (unless otherwise stated)
2.1 This Agreement shall commence from the date you pass the device to a iPhonefixed representative and shall continue until we have repaired or otherwise returned your Equipment (“Services”), whichever is sooner, and received any payment due from you.
2.2 We shall make all reasonable efforts to repair your Equipment subject to the availability of any parts required and/or the terms of any relevant guarantee or warranty. We shall perform the services using our reasonable care and skill.
2.3 Any time estimate for completion of the service, which may be given to you, is an estimate only and does not form any obligation under the terms of this Agreement.
2.4 We shall notify you when the Equipment has been repaired and is available for collection. If you do not collect the Equipment within 90 days, we may dispose of the Equipment. Any sum obtained on disposal will be used to meet any unpaid estimate or repair charges you are liable to pay and any remaining balance will be payable by you accordingly.
2.5 If we are unable to complete the Service for any reason, or the Service will incur further costs payable by you, we will notify you immediately.
2.6 Our out of warranty/chargeable repairs are guaranteed for 12 months from the date the device is returned to you from our workshop/offices. Liquid damaged devices, the warranty is only valid for 30 days and only relates to any parts that were fitted during the repair. If the Equipment develops an additional fault unrelated to the original repair, the repair warranty contained in this paragraph will not apply. The warranty includes the repaired part(s) only and does not include further damage to the repaired part(s). We are not liable for the postage costs of getting the device to us, but we do cover return postage for warranty repairs only.
2.7 We may in certain circumstances send your Equipment to another repair center and sub-contract the repair work to a third party.
2.8 For devices that have dents to the metal rear covers or frame surrounds, our technicians may need to straighten or file away small areas to ensure the correct positioning of replacement front glass/screens and to prevent any sharp edges causing injury. We make every effort to minimise the cosmetic appearance of such repairs. Generally, it is not necessary to replace the rear covers for minor dents, but if you prefer to have a cosmetically ‘perfect’ repair, we are able to fit brand new or near perfect (used) replacement rear covers for an additional charge if required. Please note that the screen due to the alloy frame/chassis damage may not fit 100% flush. In most cases this does not affect the general use of the device but will compromise screen protection.
2.9 We conduct testing both before and after repair to identify any additional faults with your device. For devices that have been given to us following accidental damage e.g. the device has been dropped or has experienced water damage, some internal components can be weakened but still appear to function normally but fail soon after the repair. Whilst these weaknesses may not be evident on pre-testing, the repair process itself (by opening up the device) can sometimes cause these weakened components Solder fractured due to original impact or corrosion due to liquid ingress) to develop a fault. Our technicians take great care when repairing your devices, but prevention of further damage to an already weakened component cannot be guaranteed. We will notify you of this before any repairs are carried out and any additional repairs that may be required and will request your approval before proceeding. We are not liable if additional faults are identified as a result of the repair process itself. Whilst we make every effort to warn customers if there is potential for additional faults/complications, this cannot always be known in advance.
2.10 We use high quality parts made to the original specification and these come with a 12-month warranty. If you wish to only have original manufacturer parts fitted, we recommend that you contact the respective manufacturer directly (Apple) as they may have repair services available. Any repair work completed by us (or any other third part repair center) may invalidate your manufacturer warranty. Any pre-existing accidental damage to your device is likely to invalidate any existing manufacturer warranty.
2.11 Water, liquid and/or moisture damaged devices are unpredictable and deterioration of its performance and functions can happen over a period of time. All electronic devices, which have been exposed to water, moisture or any other types of liquid, suffer badly and the damage to its logic board/mother board is highly possible. The damage to its logic board/motherboard, which is the brain of the device and controls all tasks and functions and its parts such as battery, camera, LCD screen and dock connector etc. can be irreversible. The fee paid for the liquid damage and fault diagnostic service is non refundable and covers return postage and packing of device.
This service is not a repair, but a thorough inspection service. It does not guarantee that your device will be repaired, but simply that it is fully tested. Should repairs be required e.g. replacement components, then these will be additionally charged. Once the cleaning and inspection service has been completed, the fee is non-refundable regardless of whether the device is repaired or not. The water damage repair service only guarantees that the iPhone is working long enough so you can recover the data such as photos, messages, contact etc.
By placing a repair order with us without requesting the diagnostic service, we cannot guarantee that the repair you have requested will rectify the problem you are experiencing with your device.
3. Additional terms for warranty repairs
3.1 The 12 Month Warranty does not apply if the device has been subject to further accidental damage post-repair. For clarification, the definition for accidental damage includes (but is not limited to) cracked screens, dented frames and any other form of drop or impact.
3.2 Where repair is to be carried out under a relevant guarantee or warranty, we may ask you to provide sufficient proof of any guarantee or warranty.
3.3 If the nature of the repair falls outside the terms of your warranty or guarantee, then you may incur a charge for the repair under the terms as set in clause 4. We will endeavor to notify you of any such charge prior to undertaking any work.
4. Additional terms for chargeable repairs
4.1 If the repair to your Equipment is not covered by a guarantee or warranty or the nature of the repair is beyond any terms of your guarantee or warranty we will charge you for the repair in accordance with the terms of this Agreement.
4.2 The cost of repair will be calculated where possible in accordance with our standard charges as published from time to time.
4.3 The cost of repair may not fall within our standard charges where the Equipment is not generally supported by us, Equipment repairs are sub-contracted or the nature of repair is not within our standard rates of repair. In this event, we will provide you with an estimate of the cost of repair and we will not repair the Equipment until we have received your acceptance of that estimate.
4.4 If we are unable to repair your Equipment, no fault is found on your Equipment or decide not to go ahead with any repairs, we will return your Equipment to you un-repaired and we reserve the right to charge you an inspection/processing fee of £9.99 in accordance with our standard fault finding/liquid diagnosis charges.
4.5 We may keep your Equipment until all charges payable have been paid. [We may also charge an additional fee for storage of your Equipment.]
6.1 Our entire liability in respect of any single cause of action arising out of or in connection with this Agreement or its subject matter (whether for breach of contract, tort, including negligence, statute or otherwise at all) shall be limited, to the extent that the cause of action related to our supply of the Services, at our option to: (a) supplying the Services again; (b) payment of the cost of having the Services supplied again; or (c) repaying to you any amount that you have paid in respect of the Services.
6.2 If, through our negligence or wilful misconduct, we damage the Equipment beyond economical repair, our liability will be limited to the cost of providing a replacement of a fully functional refurbished device of equal value that is the same as or similar to the Equipment, or the monetary equivalent of fair market value of the device in the condition as determined by iPhonefixed.
6.3 Any data or information that you may have stored on the Equipment shall remain your sole responsibility and we accept no liability for loss or corruption of such data howsoever caused. It is your responsibility to regularly back up the data on your device and keep a record of any such data.
You as the customer must backup data (apps, photographs, contact numbers, files etc.) on their device before dispatching or handing it to us. We take every care to preserve customers data but cannot guarantee data will be on the device on return to customer. We do not offer a data recovery service. We request that any keypad password or pin locks are removed or provided to us so that a test of the repair can be carried out. In the event that this is not provided a software restore of the device may be made resulting in the loss of data, if a restore is not possible we cannot provide a test of the repair carried out.
6.4 Nothing in this clause 5 shall apply so as to limit or exclude our liability for: (a) death or personal injury resulting from our negligence; (b) breach of any terms implied by statute; (c) any claim arising under the Consumer Protection Act 1987; or (d) fraudulent misrepresentation.
6.5 In no circumstance shall we be liable to you for any indirect, special or consequential loss arising out of or in connection with this Agreement, including any loss of business, revenue, stress, inconvenience, profits, anticipated savings, goodwill or any other indirect or consequential loss or damage howsoever arising.
6.6 Except as expressly provided in this Agreement, all representations, conditions and warranties, whether express or implied (by statute or otherwise) are excluded to the fullest extent permitted by law.
6.7 We shall not be liable for any claim arising under this Agreement unless you give us written notice of the claim within three (3) months of becoming aware of the circumstances giving rise to the claim or, if earlier, three (3) months from the time you ought reasonably to have become aware of such circumstances.
7. Data Protection
7.1 We ask for your name and address and the other details (“Personal Information”) during the ordering process so that we can notify you when your Equipment has been repaired and so we can give you an efficient after-sales service via text messages or email. By submitting an order and using these Services you consent to our use of your Personal Information as described. We do not sell or pass on third party data.
8.1 We shall not be liable to you for any delay in or failure of performance of our obligations under this Agreement arising from any reason beyond our reasonable control.
8.2 Our failure to exercise or enforce our rights or the giving of any forbearance, delay or indulgence, will not be construed as a waiver of such rights under this Agreement or otherwise.
8.3 This Agreement sets out the entire agreement and understanding between you and us in connection with its subject matter. Nothing in this Agreement shall effect our liability in respect of any misrepresentation, warranty or condition that is made fraudulently.
8.4 This Agreement may not be amended, modified, varied or supplemented except in writing signed by or on behalf of you and us.
8.5 If any part of this Agreement is found to be void or unenforceable it will be severed from the rest of this Agreement so that it is effective to the extent that shall not effect the validity of the balance of the Agreement, which shall remain valid and enforceable according to its terms.
8.6 Nothing in this Agreement shall confer on any third party any benefits under the provisions of the Contracts (Rights of Third Parties) Act 1999.
8.7 This Agreement shall be governed by the laws of England and Wales and shall be subject to the exclusive jurisdiction of the English Courts.
9. Delivery Policy
9.1 Once completed, your order will be returned by Royal Mail tracked mail or Special Delivery insured if selected as an option by the customer when placing the order. Most deliveries are processed for a next working day service, however this is not guaranteed and may be subject to delays that are out of our control. On some occasions when this delivery service is not available, we may use alternative carrier. Your package is fully tracked and a tracking reference is available.
9.2 Special Deliveries are insured up to the value of £500. Should a device arrive damaged or is missing, please contact us the day it is delivered in order that a claim can be made on your behalf. To pursue a claim, we will require photographic evidence of ALL packaging received (including the outer delivery bag) and proof of initial purchase of the device. Please contact our customer service team if you have any enquiries of this nature. If you require additional insurance cover over £500 please notify us and this can upgraded for an additional fee.
9.3. The courier collection service is provided on a next working day basis e.g for orders place before 5pm Monday – Friday, collection will be arranged for the next working day (Saturday and Sunday are not classed as working days). If you order is received after 5pm, the earliest collection will be 2 working days later. The courier collection time is from 9 – 5:30pm, however you will be notified of a 1 hour time slot on the morning of collection. We cannot specify a exact time slot at the time of making a courier collection booking, however this can be amended if not convenient.
9.4 All packages collected by courier MUST be adequately protected. You will receive packaging instructions, but it is recommended that all devices are sent in their original box, placed inside a jiffy bag. We strongly recommend that you conceal the contents by using a plain wrapper. If the original box is not available, a similar alternative can be used, just ensure there is sufficient protection in place. Any damage to your device during transit is not covered under our insurance policy. If the device is lost or stolen during transit, this will be covered up to a value of £500. If you require a higher insurance amount, please contact us and we can arrange this for an additional fee. To pursue a claim, we will need proof of purchase for the device that was collected. For the avoidance of doubt, the value of your device will be deemed to be the current market value i.e. the price of a used/refurbished device of a similar age and condition.
9.5 All courier collections will be delivered to our offices the next working day, however as this is not a guaranteed service, delays can sometimes occur. Whilst we make every effort to speed up your repair should there be a delivery delay, we cannot be held liable for any financial loss or personal inconvenience that may occur.
10. Cancellation Policy
10.1 Under the Distance Selling Regulations, you have the right to cancel your repair contract within 14 days of us receiving your device. If you would like to cancel your repair contract, please contact us with your details.
10.2 We will not begin any repair work during the 14-day period unless you specifically request us to proceed. This is normally confirmed by email. For walk-in customers repairs will be started immediately unless you specifically ask us to delay the repair.
10.3 When we receive your device, we will contact you with an estimated total repair cost. If you wish to proceed with the repair service straightaway rather than wait 14 days, you will still have the right to cancel but you must pay for the value of the service that is provided up to the point you cancel. If the repair has been completed then you will be charged for the full repair cost. If the repair has only been partially completed, you will only be charged for the actual repair work completed.
10.4 If you decide to cancel your repair before any work has been undertaken we will provide a full refund but will charge a return postage and packing fee of £9.99.
10.5 If you decide to cancel your repair within the 14-day period, we will not be liable to pay for any postage/delivery costs you incurred in getting the device to us.
10.6 If your device is repaired and returned before the 14-day period has expired, you will lose the right to cancel the contract.
10.7 If you decide to cancel your repair within the 14-day cancellation period, refunds will be processed within 14 days from the date of request and repaid to the original form of payment. Refunds granted (at the discretion of the company) outside the statutory cancellation period will be processed within 30 days.
By placing a repair order through our site or via email/telephone, you warrant that:
- You are authorised to act on behalf of the registered business; and
- You are based in Great Britain or Northern Ireland; and
- You are accessing our site from that country; and
- You are legally capable of entering into a binding contract.
- Payment is expected within 21 days of receiving the invoice. There is a 1.0% interest charge per month on late invoices.
- Longer period for payments can be agreed. Please contact us to arrange.
Prices offered on our website are subject to change at any time without notice.
Postage & Packaging
Registered deliveries should be sent to us at iPhonefixed:
iPhonefixed, Saint Line House, Mount Stuart Square, Cardiff, CF10 5LR
Events Outside Of Our Control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a contract that is caused by events outside our reasonable control or due to our compliance with any applicable laws or regulations.
Updated March 2018