• Quotation
  1. Minimum Charge All repairs carry a “minimum charge”. This cost covers the engineer’s time and any parts used to attempt to repair the unit. After inspection, the minimum charge will become due when:
    • The unit is Beyond Economical Repair (i.e. it would be cheaper to replace the unit than fix it)
    • We provide a new repair quotation and you refuse this quotation Note that return postage cost will be charged in addition to the minimum charge. At our discretion, we may waive the minimum charge if you give us permission to use the damaged unit for spare parts.  
  2. Turnaround time Repairs usually take 3-5 days from the date they arrive at our repair centre, this excludes the time taken for return delivery which is outside of our control (although we use a next-day service for the vast majority of units). During busier times repairs can take longer to be processed. If you do require the unit back quickly then we strongly recommend that you select the “Fast Track” options. 
  3. Return postage Please note that postage covers UK mainland only. We can send repairs worldwide – but prices vary per country. Please contact us for a price before sending in a repair. 
  4. Repair warranty Our repairs carry a limited 3 month warranty except the following:
    • liquid damage repair – 30 day warranty
    • Console main board repairs – 30 day warrantyIn the unlikely event your unit becomes faulty within the warranty period please send the unit back with a copy of the receipt or Ref No. and a covering letter stating current fault (we are not liable for your costs to return the unit to us). We will investigate and respond within 3 working days. If the problem is related to the initial repair, we will carry out a further repair free of charge and return at no cost. If the unit has further problems not related to original repair or parts not replaced in previous repair we will contact you and let you make a decision with regards to the cost. We will attempt a re-repair on your unit TWICE after the initial repair. If after this, the unit is still faulty we will issue a refund (minus the minimum charge and postage fee). We will need to see the unit and make sure its faulty prior to issuing a refund. To clarify: If you send a unit to us under the repair warranty, the cost of the postage to send the unit to us will be covered by you, however we will return the unit to you free of charge if a problem is found. If the problem is not related to the original fault or no fault is found, return postage charges will apply.  
  5. Unpaid repairs Units will be held for a maximum of 60 days after they are either repaired, deemed BER or requiring a requote. We will make reasonable attempts to contact you by phone and email a minimum of 3 times. If you have not made payment within 60 days, the unit will be auctioned to recover our costs. 
  6. Liquid Damage Repairs Liquid damage repairs can be very temperamental and are carried out on a “best endeavours” basis. On occasions the original fault can reappear after the unit has been repaired and sometimes the faults can even get worse after a period of time. 
  7. Accessories, Games, Power Supplies Please do not send any accessories (or Console games/disks) in with your repairs unless we have specifically requested them (e.g. for a power problem we may request the charger or power supply). We cannot be held responsible for any loss or damage to accessories whilst in our possession (SIM cards, memory cards, chargers, boxes, cases, cables, mounts etc). On occasions we may ask for certain accessories to be sent in after our initial diagnosis for further testing as they may be related to the fault. 
  8. User data / information We will do our utmost to retain any data on your unit, however we cannot be held responsible for lost data, including;
    • Ringtones
    • Photos & videos
    • Contacts
    • Saved game data (for Consoles)
    • Favourites locations (for Sat Navs)
    • Music (e.g. MP3)Please ensure you backup your unit before sending it to us.  
  9. Payments Payments are requested by email once a repair has either been completed successfully or if the unit has been deemed BER or you refuse a requote. Cheque payments will be subject to a clearance delay of approximately 5 working days.We accept Visa, Mastercard, Switch, Maestro, Solo, Visa Delta & PayPal via our payment system. 
  10. Mistakes in bills, receipts or payments Whilst we endeavor to ensure accuracy in all that we do, occasionally mistakes do happen. We will correct any mistakes in bills, receipts or payments as soon as possible, and no later than 30 days of agreeing to do so. 
  11. Complaints We have many satisfied customers, and our complaint resolution system helps us to ensure that our customers are satisfied, even when things go wrong.If you have a complaint, please contact us either by email or by letter. Upon receipt of your complaint, we will investigate to see what went wrong so that we can resolve it to your satisfaction, and to avoid reoccurrence in the future. We undertake to:
    • Acknowledge complaints your complaints within 5 working days
    • Advise you how long it will take to resolve the complaint
    • keep you informed throughout the process