Terms and conditions – Fone Doctor
The repair price quoted by our system is an estimate only, based on the information you have provided to our staff. It is possible that the price to repair the unit can be higher than the estimated price (for example, if the information provided was inaccurate, or if your unit has other faults). On these occasions you will be contacted via email, phone or your visit to our store to authorise a new repair quotation.
- Minimum Charge
All repairs carry a ‘’minimum charge’’. This covers 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 (B.E.R.) (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 (if applicable). At our discretion we may waive the minimum charge if you gave us permission to use the damaged unit for spare parts. All refunds for irreparable phones will have the minimum charge deducted from the total.
- Turnaround time
Overnight repairs usually take 3-7 working days from the date they arrive at our repair centre, this excludes the time taken for return delivery which is outside 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.
- Return postage
Please note that postage if used, covers UK mainland only. We can send repairs worldwide – but postage prices vary from country to country.
- Repair warranty
Our repairs carry a limited 12 month warranty except: liquid damage repair – 30 day warranty; Console main board repairs – 30 day warranty; No warranty is issued if we fit customers parts. In the unlikely event your unit becomes faulty within the warranty period please return the unit with a copy of the receipt (we are not liable for your costs to return the unit to us). Original receipts are your warranty. If the problem is related to the initial repair (the exact same component which we replaced but fails), we will carry out a further repair free of charge. If after this, the unit is still faulty we will conduct a new diagnosis to determine the cause of the fault. Labour charges may apply for any further work that needs to be completed, we will not carry out work until your confirmation is given. We may need to keep the unit for up to 28 working days to determine faults and complete repairs. Faults we are unable to repair that are are within the first 28 days will be refunded to the denomination paid (minus minimum charge), if after 28 days we will then refund in the form of repair, exchange or store credit and will be at the current sale value.
FoneDoctor take no responsibility on all LCD/Digitizer screens we fit or replace if they break or crack once they have been collected and left the store, this will void your warranty. All parts being returned for repair, exchange or refund may not be accepted back if they are marked and/or scratched, anything we deemed too marked or scratched would void your warranty with FoneDoctor. Warranty is also void if the FoneDoctor warranty label is damaged in any way or if any other party attempts to fix or repair the unit.
- Unpaid repairs
Units will be held for a maximum of 60 days after they are either repaired, deemed BER or requiring confirmation. 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 sold to recover our costs.
- Liquid Damage Repairs
FoneDoctor will not be held liable if the device fails/dies during repair. 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. We take no responsibility for this happening.
- Accessories, Games, Power Supplies
Please do not leave 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 that fault.
- 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) during assessment, diagnosis or repair. Please ensure you backup your unit before sending it to us.
Payment is requested in advance of the repair to cover labour charges and cost of part. We accept Visa, Mastercard, Switch, Maestro, Solo & Visa Delta & Cash.
- Mistakes in bills, receipts or payments
Whilst we endeavour 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.
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 in person or by email or by letter. Upon receipt of your complaint, we will investigate so that we can resolve the problem to your satisfaction, and to avoid recurrence in the future. We undertake to Acknowledge any complaints within 5 working days; Advise you how long to resolve the complaint keep you informed throughout the process.