Terms and Conditions

Terms & Conditions

1. Agreement for repair

1.1 The terms set out in these Conditions of Repair (“Agreement”) shall apply to the service (“Service”) we provide to repair your smartphone, tablet, computer and/or any accessories (“Device”) on the service check-in form.

1.2 Reference to “us”, “we” and “our” refer to ITech and references to “you” and “your” are references to you (“Customer), the person addressed on this form.

2. All repairs (unless otherwise stated)

2.1 This Agreement shall commence from the date you sign the service check-in form and shall continue until we have repaired or otherwise returned your Device, whichever is sooner, and received any payment due from you.

2.2 We shall make reasonable efforts to repair your Device subject to the availability of any parts required and/or the terms of any relevant guarantee or warranty. We shall perform the Service using our utmost care and skill.

2.3 We offer both high-quality after-market and OEM (genuine) parts (where possible) for the repairs of your device.

2.4 Where specified we also offer genuine Apple parts sourced from Apple. In such scenarios we will use Apple diagnostics, tools, and processes to make sure your Apple product repair is done safely and reliably.

2.5 We perform a series of tests when booking a device in for repair. If the device is not testable during this stage, ITech is not liable for any faults found therefore we shall require the passcode of your Device to test the Device before and after the Service. Should you prefer to keep this information private, we can still proceed with an appointment, but will not be able to perform a full functional check on the Device until you return to the store, which can delay the provision of the Service, if any adjustments need to be made.

2.6 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. We will aim to return your Device as soon as reasonably possible, however, any Board Level (Level 3) repairs (i.e. repairs to the logic board of the Device) may take at least 5 working days to be completed.)

2.8 If we are unable to complete the Service for any reason, or the Service will incur further costs payable by you beyond that initially estimated by us, we will notify you immediately via telephone and/or email. If no fault is found on your Device or you do not accept our revised estimate, we will return your Device to you unrepaired and we reserve the right to charge you a diagnostic fee in accordance with our standard charges.

2.9 In order to complete a diagnostic or repairs it may be necessary to disassemble the device, which may result in further damage to the device. ITech take no liability for any further damage to the device, because of any existing damage. ITech will not cover the cost of replacement parts in any circumstances including if the device is not repairable.

2.10 The cost of repair will be calculated where possible in accordance with our standard charges as published from time to time.

2.11 Diagnostics are a chargeable, non-refundable service.

2.12 We shall notify you when the Device has been repaired and is available for collection from the service centre. If the device has not been collected it will be transferred to our central warehouse for storage. Any delivery from our central warehouse will be chargeable. If necessary, we shall send a reminder and the device will be recycled if not collected by day 56

2.13 We shall be entitled to keep your Device until all charges payable have been paid. We may also charge an additional fee for storage of your Device.

2.14 By proceeding with our repair services, you agree that any part(s) removed during the repair process will be retained by us for the purpose of safe and environmentally responsible recycling.

2.15 Use of our service may void your manufacturer’s warranty. If you would like to avoid this, then please take your Device directly to the manufacturer. Please note, your manufacturer’s warranty will not cover any accidental damage.

2.16 ITech will install warranty seals following the repair. Any tampering of the seals will void the ITech warranty.

2.17 Our products and repairs are covered by the warranty terms outlined in the table below:ITech warranty covers parts against failure and not against liquid damage or accidental damage.Should your device be diagnosed with any liquid damage at point of repair, any parts replaced will only have a 3 month warranty.

2.18 The Warranty is linked to a specific device as identified by its unique IMEI or serial number and to a specific Customer as identified by the records on our system. It will cover the Customer for any reoccurrence of the original fault and for the part replaced / repaired only, however if additional faults arise, they will not be covered under the terms of this Warranty. Furthermore, the Warranty will not cover accidental damage, nor will the cover extend should the device change ownership.

2.19 All repairs carried out by ITech will have warranty seals applied, whenever a device is returned for a warranty repair the integrity of these sealed are confirmed, if these sealed are found to be missing or tampered with ITech reserves the right to void any warranty attached to the device.

2.20 Our warranty coverage is applicable solely to customers who are currently residing in the United Kingdom.

2.21 Warranty repairs do not cover any additional travel, postage or courier costs incurred.

2.22 We do not accept responsibility for any progression in damage where your Device has been repaired elsewhere prior to your repair at ITech or any issues found in your Device (ie. ‘Touch Disease’,ripped flex) which were not evident upon initial inspection. Should any issues become evident, once the Device is opened, we will contact you via telephone/email.

2.23 We do not accept responsibility for any progression in damage for Devices that have been damaged by liquid. Opening the Device could set off further damage which in some cases may be very serious and irreparable.

2.24 We ask our customers to monitor their Device post liquid damage repair, as unknown issues can arise soon after treatment for liquid damage, which are beyond our control.

2.25 Should your Device display any further issues relating to the liquid damage during the Warranty period, we will re-assess and re-quote for the work needed. We will also offer a full refund of all monies paid by you with respect to repairs carried out to your Device, excluding the Diagnostic fee, should you wish to take this option.

2.26 Following repair, any water proofing or resistance cannot be guaranteed

2.27 In the event that a part is damaged during your repair, we will replace this with a high quality nonOEM part

2.28 Our Non-OEM iPhone screens may show an ‘Important Display Message’ before disappearing into the ‘Settings’ app after 48 hours. This does not affect the functionality or performance of your device in any other way, but is used by Apple to promote the use of their own screens. This impacts models ranging from the iPhone 11 Pro and upwards.

2.29 Upon collection of the device, we ask our Customers to inspect the device before accepting it as repaired. Should any questions arise regarding the condition of your Device upon collection, please raise this with a member of the store team.

2.30 Where parts are required to be ordered for your repair, we require the repair to be fully paid before the parts are ordered and is a non-refundable service.

2.31 Only one promotional discount may be applied at any one time and subject to the discretion of the management. All valid discounts and promotions must be applied at point of sale.

2.32 Packaging for courier repairs will be provided on the return journey to customers but it is the customers responsibility to pack all devices securely before collection by the courier service provider.

2.33 If you request a refund for a repair, we reserve the right to reverse any repair completed and retain any necessary parts in order to process the refund. We cannot guarantee that your original part will be returned, we will provide a part in a similar condition to the part that was initially attached to the device when the repair was initially started. By requesting a refund, you acknowledge and accept these terms.

3. Refurbished Devices

3.1 Following the purchase of a Refurbished Device from a store or online, you are entitled to a 14-day cooling off period, during which time you may return the device to ITech in the condition it was originally sold to you in, for any reason. ITech are unable to refund or replace your device outside of this period,unless there is genuine fault, in which case it is covered under our warranty

3.2 You will recieve a 12 month warranty with your device, and if any fault is found during this period, you are entitled to return the device to ITech, where we will either provide you with a replacement device, or a refund. In the event that a replacement device is provided, the warranty period will remain as 12 months from the date of the original purchase.

3.3 Purchases made online must be returned using our online returns process. Purchases made in-store must be returned to the original ITech store.

4. Liability

4.1 Our entire liability in respect of any single cause of action arising out of or in connection with this Agreement (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 exclusive option to:

(a) supplying the Services again
(b) payment of the cost of having the Services supplied again; or
(c) repaying you any amount that you have paid in respect of the services in exchange for returning your device to the to a similar condition as it was received

4.2 If your Device is damaged beyond economical repair as a direct result of a service or repair undertaken by ITech, you are entitled to a fully functional refurbished device of equal value to your Device, based on its model and condition as received and with the original repair issue resolved. To receive a replacement device, full payment must have been received for the repair service and the relevant damaged device must be surrendered to ITech. Your original device will be kept by ITech and any replacement device may take up to 10 working days to be provided however all efforts will be made to provide a replacement sooner.

4.3 Any data or information that you may have stored on the Device shall remain your sole responsibility and we accept no liability for loss or corruption of such data however caused and we therefore highly recommend that you back up your Device onto an external drive prior to commissioning our Service. It is your responsibility to keep a record of any such data.

4.4 In the unlikely event that you Device is lost or stolen whilst in the possession of ITech, we will notify you at the earliest opportunity and make arrangements to replace the device on a like-for-like basis within a reasonable period of time. Where, for reasons beyond our control, it is not possible to replace the Device with the same model or variant, we will offer an alternative or similar specification and condition.

4.5 Nothing in this clause 3 shall apply 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.

4.6 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, profits, anticipated saving, goodwill or any other indirect or consequential loss or damage of whatsoever nature howsoever arising. This includes but is not limited to any travel or transportation costs or loss or damage to accessories.

4.7 We shall not be liable for any claim arising under this Agreement unless you give us written notice of the claim within three months of becoming aware of the circumstances giving rise to the claim or, if earlier, three months from the time you ought reasonably to have become aware of such circumstances.

4.8 If you use our “Central Workshop repair service”, be aware we will be working on the component level of your logic board therefore, we cannot guarantee a fix on the device. Due to the nature of the repair, there is always a possibility that the damage may worsen to the stage where the device is BER (beyond economical repair). In these circumstances, we will refund all payments for this repair. We offer a 1-month warranty on Central Workshop repairs on work carried out.

5. Data Protection

5.1 We ask for your name and address and any other relevant details so that we can notify you when your Device has been repaired and provide you with an efficient after-sales service. We may also send you text messages and/or emails from time to time to alert you to new services and promotions if you have opted in to receive marketing communications You can find more information on how we process your personal data in our privacy notice.

6. General

6.1 We shall not be liable to you for any delay in our failure of performance of our obligations under this Agreement arising from any reason beyond our reasonable control.

6.2 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.

6.3 This Agreement sets out the entire agreement and understanding between you and us in connection with its subject matter.

6.4 This Agreement may not be amended, modified, varied or supplemented except in writing signed by or on behalf of you and us.

6.5 If any part of this Agreement is found to be void or unenforceable it will be severed from the rest of the Agreement so that it is effective to the extent that it shall not affect the validity of the balance of the Agreement, which shall remain valid and enforceable according to its terms.

6.6 Nothing in this Agreement shall confer on any third party and benefits under the provisions of the Contracts (Rights of Thirds Parties) Act 1999.

6.7 This Agreement shall be governed by the laws of England and Wales and shall be subject to the exclusive jurisdiction of the English Courts.

Chargeback Policy

At ITech Mobile Phones & Laptop Repairs, we take chargeback fraud seriously and have implemented strict policies to protect our business against unfair disputes.

1. Chargebacks Will Not Be Accepted Under the Following Conditions:

• The customer did not return to the store to report or resolve an issue.
• The customer agreed to the repair by signing our terms and conditions at the time of service.
• The customer has used the repaired device for an extended period before raising a dispute.
• The issue was caused by subsequent physical damage, software interference, or unauthorised repairs after our service was completed.
• The repair was successfully completed and acknowledged by the customer at the time of collection.

2. Process for Handling Issues Before Any Chargeback Request:

• If a customer believes a repair was not completed to the expected standard, they must return to our store within 7 days to allow us to assess and rectify the issue.
• We will conduct a full inspection of the device to determine the cause of the problem and provide a solution.
• If the issue is a fault with our repair, we will attempt to fix it free of charge under our warranty policy.

3. Unjustified Chargebacks & Fraudulent Claims:

• Any charge back initiated without first giving us the opportunity to resolve the issue will be considered fraudulent.
• If a customer receives a repair, refuses to return, and still initiates a chargeback, this is considered an unfair dispute and a violation of our terms.
• We will challenge all unjustified charge backs by providing evidence, including signed receipts, transaction records, and repair logs.

4. Consequences of Fraudulent Chargebacks:

• Customers who issue an unfair charge back while keeping the repaired device will be reported for fraud.
• We reserve the right to take legal action to recover the disputed amount and additional costs incurred due to the fraudulent claim.
• Customers who abuse the chargeback process may be banned from future services at ITech Mobile Phones & Laptop Repairs.

5. Business Protection & Payment Provider Accountability:

• We currently have multiple active contracts with payment providers, and we expect fair protection from chargeback abuse.
• We request that payment providers do not process charge backs without sufficient evidence and without requiring the customer to return to our store first.
• We will actively dispute charge backs that fail to follow proper protocol and seek compensation for any losses due to unfair claims.

Final Statement:

By proceeding with our repair services, you agree to our Charge back Policy and acknowledge that you must attempt to resolve any disputes directly with us before raising a charge back with your bank. If you have any concerns about your repair, please contact us immediately before taking any further action.

Warranty

Accidental and Water Damage Policy

• Exclusion of Accidental and Water Damage Coverage
• iTech does not cover accidental damage or water damage under its warranty policy. Any repairs or replacements required due to accidental impact, pressure damage, or liquid exposure will be chargeable.
• Internal Screen Damage & Pressure-Related Issues
• Internal screen damage can occur due to excessive pressure or impact, even if no external cracks are visible.
• Common signs of internal screen damage include horizontal or vertical lines appearing on the display, a completely black screen, or unresponsive touch functionality.
• If a device experiences such issues, our technicians will conduct a detailed inspection. If the damage is determined not to be accidental or pressure-related, iTech will take responsibility for replacing the screen.
• However, if the screen damage is caused by external pressure or an internal break due to shock,the repair will not be covered under warranty.

Component-Level Damage

• The screen is not the only part susceptible to internal damage. The IC (integrated circuit) or chips within the display assembly are delicate and can break from minor shocks or pressure.
• If these components fail due to internal breakage, the screen may stop functioning even without visible cracks. Such failures are not covered under warranty unless proven to be a manufacturing defect.

Water Damage Examples & Risks

• Water damage can cause extensive and unpredictable issues within a device. Some common examples include:
• Corrosion on the motherboard or internal components due to moisture exposure.
• Malfunctioning buttons, speakers, or microphones caused by liquid ingress.
• Sudden screen failure due to short circuits from water exposure.
• Battery swelling or device overheating due to water damage affecting internal circuits.
• Random shutdowns, charging issues, or distorted display output resulting from liquid contact.
Devices exposed to water, steam, or humidity may not show immediate signs of damage, but long-term effects can surface over time. As a result, iTech does not cover any repairs or part replacements for water damaged devices.

By proceeding with our services, you acknowledge and agree to these terms regarding accidental and water damage exclusions.