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, registered in England & Wales, Company No. 08289168, registered office 115-117 Plumstead Common Road, London, SE18 2UQ.

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. Final payment is due upon the satisfactory completion of the work. We will always tell you the amount before you collect, and payment is made in accordance with the arrangements confirmed at the time of your repair.

Every quote, engineer report and invoice we issue carries our full legal name, Plumstead Computer Clinic Ltd, our company number 08289168, and confirmation that we are registered in England and Wales.

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, so please let us know if collection will be delayed.

Where a device remains uncollected, we deal with it in accordance with the Torts (Interference with Goods) Act 1977. That means we will send you written notice, by post or another method that gives you a record, which will set out:

• our name and address, and the address where the device is held;
• a description of the device, including the job reference;
• the work carried out and any amount owed to us, including any storage charge;
• that we require you to collect the device and pay any amount due; and
• that if the device is not collected we intend to sell it, and the date on or after which we may do so.

We will give you at least three months from the date of that notice before selling the device, and longer where an amount is in dispute. If we are unable to trace you at the address and contact details you gave us, we will keep a record of the steps we took.

If a sale takes place, we will keep a record of the sale and the amount received. Any proceeds belong to you, less the sums you owe us and the reasonable costs of the sale, and we will hold that balance for you and account to you for it on request.

Nothing in this clause removes your right to collect your device at any time before a sale takes place, on payment of any amount properly due.

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 and Independent Dispute Resolution

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, and we keep a written record of every complaint we receive, what we did about it and how it was resolved.

In the unlikely event that we are unable to resolve your complaint having exhausted our complaints procedure, it may be necessary to use another complaint service. Where we cannot resolve the complaint to your satisfaction and/or agree the final resolution requested, and both parties agree a 'deadlock' has been reached, you can then escalate your complaint. We have access to an Alternative Dispute Resolution (ADR) service for our service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to, you can refer your complaint to Which? Trusted Traders' Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040, who can explain if you are eligible to use their Alternative Dispute Resolution.

You can also get free, impartial advice from Citizens Advice, who can refer matters to Trading Standards where appropriate.

19. Consumer Rights

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