Repair Terms & Conditions

1. About These Terms

These terms apply to repair, diagnostic and related services supplied by Computer Clinic, a trading name of Plumstead Computer Clinic Ltd, Company No. 08289168, registered in England & Wales.

They are intended to explain how our service works. Nothing in these terms restricts or removes your statutory consumer rights.

2. Booking Devices In

When you book a device in, please describe the problem as accurately as you can and tell us anything relevant, such as previous repair attempts, liquid contact, drops or known physical damage. This information helps us diagnose the fault safely and avoid unnecessary work.

3. Diagnosis

We investigate the reported fault and carry out appropriate testing to identify the likely cause. Our standard diagnostic check is free of charge, in line with the free diagnostics we advertise.

Some specialist investigations, such as liquid damage assessment or board-level fault finding, take considerably longer. Where a charge would apply to that assessment, we tell you the amount and agree it with you before we start.

4. Estimates and Quotes

Quotes and estimates are based on the information reasonably available to us following diagnosis. If something comes to light that changes the price, we will contact you rather than simply carrying on.

5. Customer Authorisation

We will not normally undertake additional chargeable repair work beyond the agreed repair without first obtaining your authorisation.

If we discover an additional fault while working on your device, we will contact you, explain what we have found, set out the options and give you the revised cost. We will only proceed with that additional work once you have approved it.

6. No Fix, No Fee

We advertise no fix, no fee, and we mean it: if we cannot fix the fault you brought the device in for, you do not pay us for that repair attempt.

Some work is separately agreed with you in advance and is charged whether or not it produces the outcome you hoped for. That can include specifically commissioned data recovery, a chargeable specialist assessment such as liquid damage, and parts ordered specifically for your device with your approval. Where that applies, we tell you before the work starts so there are no surprises.

7. Replacement Parts

Repairs may use different types of replacement component depending on the repair, the device and availability. Components may be new, manufacturer original, compatible or, in some cases, tested and refurbished.

We never describe a refurbished, used or compatible component as new or genuine when it is not. Where the type of component is materially relevant to you, we explain the option being supplied before fitting it.

8. Customer-Supplied Parts

If you ask us to fit a component you have supplied yourself, we will fit it with reasonable care and skill, but we cannot warrant a part we did not supply, and we cannot guarantee that it is compatible or fault free.

If the part turns out to be faulty or unsuitable, our labour may still be chargeable, and we will tell you before that happens. This does not affect our responsibility for our own workmanship.

9. Data and Backups

For a normal repair booking we record only your name and telephone number, along with the device details and the reported fault. We do not routinely ask for your address, date of birth or other personal information.

Electronic devices can fail unpredictably, and many repairs involve storage devices that may already be failing. Please keep a current backup of anything important before your repair wherever that is reasonably possible.

We take reasonable care with your device and the data on it, but no repairer can give an absolute guarantee against data loss. See Customer Data During Repairs for more detail.

10. Passwords and Device Access

A device password or passcode is not part of the normal customer information we record on a job sheet. It is sometimes needed to start the operating system, complete a diagnosis or test a repair properly. Where we ask for one, it is requested specifically for that repair, used only for the requested work, and access is limited to what is reasonably necessary.

11. Data Recovery

Data recovery cannot be guaranteed. The outcome depends on the condition of the drive and what has happened to it. Where data recovery is specifically commissioned, we agree the scope and the applicable charge with you first.

12. Testing

After a repair, a device may need to be started and operated so we can confirm the repaired fault is resolved and that related functions work correctly.

13. Payment

You are responsible for paying the repair charges agreed with you. Payment is made in accordance with the arrangements confirmed at the time of your repair, and we will always tell you the amount before you collect.

14. Collection

We contact you as soon as your device is ready, using the contact details you gave us when the device was booked in. Please bring your job reference where possible.

15. Uncollected Devices

If a device is not collected, we will make reasonable attempts to contact you using the details we hold. We would always rather return a device than store it indefinitely, so please let us know if collection will be delayed.

If a device remains uncollected for a long period despite our attempts to contact you, we will write to you before taking any further step.

16. Repair Warranty

Warranty coverage depends on the repair carried out and the component supplied. Full details are on our Repair Warranty page.

17. Damage or Unrelated Faults

A repair warranty relates to the work we carried out and the parts we supplied. It does not automatically cover an unrelated new fault elsewhere in the device, accidental damage after the repair, later liquid damage, misuse, or work carried out by someone else afterwards.

This does not restrict your statutory rights in relation to the service we performed or the parts we supplied.

18. Complaints

If you are unhappy with any part of our service, please contact us so we can look into it. Our Complaints Procedure explains what happens next.

19. Consumer Rights

Nothing in these Terms & Conditions affects your statutory rights under UK consumer law.