Repair Services Terms and Conditions

About us, you and these Terms

• We are Ultimate Repairs LTD, company number 15315574, trading as Ultimate Repairs from 392 Kirkstall Road, Leeds LS4 2HQ. References to “we”, “us” and “our” mean Ultimate Repairs LTD. References to “you” and “your” mean the person authorising the work.
• These Terms apply when we inspect, diagnose, maintain, clean, recover data from, supply parts for or repair a phone, tablet, laptop, MacBook, iMac, PC, game console, controller or other electronic device (the “Device”). They are written for an individual acting wholly or mainly outside their trade, business, craft or profession (a “Consumer”). If the Device is mainly for business use, tell us before authorising work because separate business terms may be required.
• The contract consists of these Terms, the Job Sheet or online booking record, the accepted quotation, the invoice and any later variation that both sides agree. If a specific written term on the accepted quotation conflicts with a general term here, the specific written term applies to that job, but it cannot remove a right that the law says cannot be excluded.
• The contract begins when we accept the Device or booking for diagnosis, or when we accept your instruction to carry out a repair, whichever happens first. We will make these Terms available before you authorise chargeable work. Website terms first shown after authorisation do not retrospectively change the contract.
• We will perform the service with reasonable care and skill, within a reasonable time where no binding time has been agreed, and in accordance with information about the service that you relied on. These are statutory obligations and are not reduced by our commercial warranty.

Your authority and the information we need

• You confirm that you are at least 18 and either own the Device or have the owner’s authority to instruct us. You must tell us if the Device is owned by an employer, insurer, finance provider, network or another person, or is subject to a claim or security interest.
• You must give us accurate contact details and disclose known liquid exposure, impact damage, previous repair attempts, intermittent faults, unusual heat, battery swelling, data-encryption issues and any other condition that could affect safe diagnosis or repair.
• We may need a passcode, login or recovery information to test the Device. We will use access information only as reasonably necessary for the authorised work and testing, and will restrict access to appropriate staff. Wherever possible, provide credentials separately rather than writing them on a publicly visible form.
• You may decline to provide access information. We may still carry out work that can safely be completed, but testing will be limited. We will record that limitation and may ask you to test the Device at collection. This does not remove our responsibility for work we carried out, but we are not responsible for an issue that reasonable post-repair testing could not reveal because access was withheld.

Inspection, diagnosis, quotations and approval

• An initial inspection or diagnosis is based on the symptoms present, the access available and the Device’s condition at the time. It is not a guarantee that the reported fault is the only fault, that an intermittent fault will reproduce, or that every component has been tested.
• We will identify whether a price is a fixed quotation, an estimate or a diagnostic starting price. A fixed quotation covers only the work and parts expressly described. An estimate may change where inspection reveals a different scope, hidden damage, additional faults, incorrect model information or a change in parts availability.
• A diagnostic, assessment or no-fault-found fee is payable only if the amount or method of calculation was disclosed before the service was authorised. If you decline a revised quotation, you may collect the Device after paying any properly disclosed diagnostic fee and charges for work or non-returnable parts already authorised.
• If further parts, work or cost are required, we will explain the revised scope and price and obtain your approval before proceeding. Approval may be recorded by signature, email, text message, WhatsApp, another durable electronic message or a contemporaneous record of your telephone instruction. We may proceed without further contact only up to a maximum spending limit that you expressly authorised.
• A statement such as “no fix, no fee” applies only where it is written on the quotation and only to the scope stated there. It does not make separately disclosed diagnosis, data recovery, reports, courier charges, special-order parts or authorised third-party costs free unless the quotation says so.

Repair process, testing and timescales

• We will use reasonable care and skill and parts suitable for the agreed repair. We may disassemble, test, clean, reassemble and run diagnostic procedures reasonably required for that work.
• Completion dates and turnaround times are estimates unless we expressly agree a binding deadline in writing. We will use reasonable efforts to meet an estimate and will keep you informed of material delay. If a particular deadline is essential, you must tell us before authorising the work so we can decide whether to accept it.
• A delay caused by parts availability, courier disruption, specialist testing, your failure to provide access or information, or another circumstance beyond our reasonable control may require a revised date. We will take reasonable steps to minimise delay. Your statutory right to performance within a reasonable time is not excluded.
• Where reasonably necessary and authorised by the scope of work, testing may involve software, firmware, BIOS, driver or operating-system updates. Updates can change settings or compatibility with older applications and accessories. We will obtain further approval before a reset, erase or reinstall unless it was already part of the authorised service or is unavoidable to perform it.
• Opening or repairing a Device may affect a manufacturer’s warranty, service programme, water-resistance rating or factory seal. Unless we expressly warrant water resistance in writing after repair, we do not guarantee that the Device remains water resistant. This warning does not exclude liability for damage caused by a failure to use reasonable care and skill.
• We may ask you to inspect and test the Device at collection. Signing a collection record confirms receipt and any test actually performed; it does not require you to declare that no hidden defect exists and does not waive statutory rights.

Replacement parts and ownership of removed parts

• The quotation or Job Sheet will identify the agreed grade where relevant, for example genuine manufacturer, genuine-refurbished, new compatible/aftermarket, refurbished compatible or customer-supplied. We will not substitute a materially different grade without your approval.
• Compatible or refurbished parts may differ from an original part in colour, brightness, viewing area, finish, touch response, biometric compatibility, calibration, system messages or other characteristics. Any material limitation known to us and relevant to your choice will be explained before authorisation. The agreed description forms part of the contract.
• A replacement part supplied by us becomes your property when all charges properly due for that repair have been paid. Until then, title to that replacement part remains with us, although we will not remove it in a way that causes disproportionate damage or defeats your statutory rights.
• Removed parts - exchange basis. The quoted price for a parts-replacement job is offered on an exchange basis, subject to the exchange term being brought to your attention and accepted on the Job Sheet before work begins. Once an authorised replacement is completed, each original part actually replaced - including a screen, battery, housing, charging port, camera, storage device, board, processor or other component - becomes our property and will not be returned. This does not apply to a part temporarily removed only for inspection or testing, or where the authorised replacement is not completed. We may retain, repair, refurbish, dismantle for parts, return to a supplier or manufacturer, recycle or otherwise lawfully process the removed part.
• If you want to retain a named old part, you must ask before authorising the repair for a separate non-exchange quotation. We may decide whether that option is available and may revise the price to reflect the part's exchange, core, recycling or refurbishment value. We may be unable to offer it where a supplier or manufacturer requires return, or where return would be unlawful or unsafe, including certain swollen or damaged batteries. Unless a non-exchange arrangement is written on the Job Sheet before work begins, you have no right under the agreed exchange-price repair to request the old part after replacement.
• Removed parts that can contain personal data will be handled securely. We will not access data except as reasonably necessary for the authorised service. Before any reuse, we will take reasonable steps to erase data where technically possible; where secure erasure is not reasonably possible, the data-bearing part will be destroyed, dismantled under controlled conditions, or passed through an appropriate secure supplier process. Tell us before work starts if data recovery from a part is required.

Hidden, developing and additional faults

• Electronic Devices can contain hidden, intermittent, age-related, heat-related or developing faults that are not reasonably apparent during the initial inspection. A Device may also have more than one cause for the reported symptom.
• Correcting one fault can allow the Device to power on, boot, display or complete testing and thereby reveal another fault that could not reasonably be diagnosed before the first repair. A newly revealed or later-developing fault is not automatically part of the original scope, provided it is not an unresolved failure of the agreed original repair and was not caused or contributed to by our work or a part we supplied.
• Any additional fault that reasonably requires different work or parts will be explained and quoted separately. We will not carry out that additional chargeable work without your approval. You may decline it and collect the Device after paying for the original authorised work, but only where that original work was properly completed and the charges are otherwise due.
• Cause and connection decide coverage. Whether a later problem is covered depends on its technical cause and its connection to the original part or work, not on timing, symptom or a component label alone. For example, a Device may first have a no-display fault resolved by firmware work or replacement of a specified board component. If it later has no display because of an independently failed processor/CPU/GPU, connector, display assembly, power circuit or other component outside the original scope, that later failure is separate only where reasonable diagnostic evidence supports that conclusion.
• Where the evidence reasonably shows that the original authorised repair was completed with reasonable care and skill, delivered the agreed result, and the later fault is independent and was neither caused nor contributed to by the original part or work, the original charge remains payable and there is no automatic deduction, credit or set-off against the new quotation. This does not apply where a defective supplied part, unsuccessful original service, or a misdiagnosis involving a failure to use reasonable care and skill means that a commercial-warranty or statutory remedy is due.
• We will assess a warranty claim reasonably, inspect the technical relationship to the original work and record the material findings. We will not reject a claim merely by calling it a different fault, because it produces a familiar symptom, or because another explanation is possible. Where the cause remains uncertain, we will consider all reasonably available evidence and any applicable statutory burden of proof; neither side's description alone is conclusive.

Our commercial repair warranty

• The warranty in this section is a free commercial promise in addition to, and not instead of, your statutory rights. The expiry of a commercial warranty does not by itself end any right you may have under the Consumer Rights Act 2015.
• Unless the accepted quotation or invoice states a different or longer period, the following default periods apply from the repair-completion date shown on the invoice or completion notice:

The invoice or Job Sheet may give a longer period. A shorter or specialist warranty must be expressly agreed before work begins and cannot remove statutory rights.

• During the applicable period, the commercial warranty covers failure of the specific part that we supplied, repaired or replaced and any recurrence of the agreed original fault to the extent caused by our workmanship or that specific part. It is not a warranty for the whole Device or for every possible cause of the same symptom.
• The commercial warranty does not cover a fault to the extent it is caused by later impact, pressure, bending, cracking, misuse, neglect, electrical surge, incompatible accessory, malware, unauthorised software change, liquid ingress after repair, continued corrosion, normal wear, a part we did not work on, a customer-supplied part, or later work by another repairer. A third-party repair or broken seal will affect a claim only where it prevents reliable assessment or caused or contributed to the problem.
• To make a warranty claim, contact us promptly and allow us a reasonable opportunity to inspect the Device. Bring the invoice or enough information for us to locate the job. There is no diagnostic charge for the initial warranty assessment. If that assessment reasonably indicates a separate or excluded fault and deeper chargeable investigation is required, we will disclose the fee and obtain your approval before continuing.
• For a covered claim, we will first re-perform the affected service, repair the fault or replace the defective supplied part within a reasonable time and without charge. If repeat performance is impossible or cannot be completed within a reasonable time and without significant inconvenience, statutory remedies may include an appropriate price reduction, which can be a refund in a suitable case.
• The commercial warranty attaches to the recorded Device for the remainder of its stated period and may pass with that Device to a later owner. A claimant must provide the invoice, job number or enough information to locate the repair and reasonable evidence that they lawfully possess the Device. Transfer does not extend the period or scope of cover. Statutory rights belong to, and may be transferred by, the persons and in the circumstances provided by law.

High-risk Devices and services

• Liquid-damaged, corroded, severely impacted, overheated, previously repaired, no-power, boot-looping and board-level fault Devices are inherently higher risk. Corrosion and internal damage may continue or reveal progressive faults after an apparently successful repair.
• A Device may already contain brittle plastics, weakened adhesive, stripped fixings, cracked solder joints, damaged connectors, a swollen battery or an unstable board. Careful and necessary disassembly may reveal or trigger failure of a component that was already compromised. We are not responsible for a fair and unavoidable consequence of working with such a condition where we used reasonable care and skill, but we remain responsible for damage caused by our failure to do so.
• Liquid treatment, board-level work, microsoldering, CPU/GPU work, data recovery and work on unstable storage are carried out on a best-efforts basis unless a specific result is expressly guaranteed in writing. A successful repair does not guarantee the long-term health of parts outside the agreed scope.
• Where the risk is material, we will explain it and record your specific authority before invasive work begins. You may decline the work and remain liable only for charges and committed costs that were properly disclosed and authorised.

Data, software, accounts and confidentiality

• Back up all accessible data before handing over the Device, remove highly confidential material where practical and check that any backup works. If a backup is impossible, tell us. Failure to make a backup does not excuse negligent work, but it may increase losses that reasonable precautions could have avoided.
• Tell us in writing before work begins if preserving data is the main priority or if we must not reset, erase, update, reinstall or replace a data-bearing component without further authority. A repair aimed at restoring functionality may require a different approach from a data-preservation or data-recovery service.
• We do not guarantee that data, settings, licences, application states or accounts will remain intact where loss results from a pre-existing fault, failing storage, encryption, malware, corruption, an authorised reset or reinstall, or another unavoidable consequence of properly performed work. We remain responsible for foreseeable data loss caused by our failure to use reasonable care and skill, subject to the lawful limits in section 13.
• Data recovery, extraction, cloning and migration are best-efforts services. Unless a specific result is written into the quotation, we do not guarantee that any particular file, folder, partition, account or application state will be recovered, or that recovered data will be complete or uncorrupted.
• We will take reasonable steps to protect confidentiality and limit access to what is necessary for the service. You are responsible for providing lawful software licences, account access and authority to copy or transfer any data you ask us to handle.

Prices, deposits, payment and collection

• Prices quoted to Consumers include VAT where applicable unless the quotation clearly states otherwise. You must pay the agreed price and any later authorised amount when the work is completed or at another time stated on the accepted quotation.
• We may require a reasonable deposit for special-order parts, high-value work or committed third-party costs. If you cancel after those costs have been incurred on your authority, we may retain only the amount reasonably required to cover unrecoverable costs and work already supplied, and will refund any balance due.
• We may retain possession of the Device until charges properly due in relation to that Device have been paid. This does not prevent you from raising a genuine dispute or exercising any right to withhold a proportionate amount or set off a valid claim where the law permits.
• We will notify you using the contact details supplied when the Device is ready. We may require proof of identity, the job receipt or other reasonable evidence of authority before releasing it. Tell us in advance if someone else will collect it.
• Any storage fee will apply only if its daily or weekly rate and start date were disclosed on the Job Sheet before the contract was made or separately agreed later. We will not impose an undisclosed or disproportionate storage charge.

Uncollected Devices

• Please collect the Device within 30 days after we first notify you that it is ready. We will make reasonable attempts to remind you using the contact details provided. You must keep your postal address, email address and telephone number up to date.
• If the Device remains uncollected, we may serve notice requiring collection and, where appropriate, a notice of intention to sell under the Torts (Interference with Goods) Act 1977. A notice of intention to sell will identify us, the Device and where it is held, state the amount due and the date on or after which sale is proposed, and will be sent in the legally required manner. Where money was already due in respect of the Device, the sale date will be at least three months after that notice.
• We will not sell a Device while we have notice of a genuine dispute about the goods or the amount claimed unless a court authorises sale or the law otherwise permits. If we cannot trace or communicate with you, we will take reasonable steps before relying on any statutory power.
• Any sale will use the best method reasonably available in the circumstances. We may deduct properly due repair charges and reasonable sale and agreed storage costs from the proceeds, and will account to you for any surplus. A Device with no reasonable sale value will be recycled or otherwise disposed of only after reasonable notice and in accordance with applicable law. The Device does not automatically become our property merely because a fixed number of days has passed.

Cancellation and changes of mind

• For a contract made at our shop, there is normally no statutory right to cancel simply because you change your mind. You may ask us to stop before completion, but must pay for work already supplied and reasonable unrecoverable costs that you authorised, including a special-order part where appropriate.
• If a repair contract is concluded entirely online or by telephone, or away from our business premises, you may have a 14-day statutory cancellation period beginning the day after the contract is made. We will provide the required cancellation information and model form in a durable form where those rules apply.
• We will start a distance or off-premises service during that cancellation period only if you expressly request an early start. If you then cancel before completion, you must pay a proportionate amount for what was supplied up to cancellation. If the service is fully performed during the period after your express request and your acknowledgement that the right will be lost on full performance, the statutory cancellation right ends when performance is complete.
• Cancellation rights do not affect remedies for a service or part that is faulty, misdescribed or not supplied with reasonable care and skill.

Our responsibility to you

• We are responsible for loss or damage that is a foreseeable consequence of our breach of contract or failure to use reasonable care and skill. A loss is foreseeable if it was obvious or both sides knew it might happen when the contract was made.
• We are not responsible for loss or damage that was not caused by our breach, arose from a pre-existing or unrelated fault, resulted from your failure to follow reasonable advice, or was an inherent and unavoidable consequence of properly performed authorised work that had been clearly explained.
• These Consumer Terms are for private and domestic services. We are not responsible under them for loss of profit, revenue, business opportunity, business data or business interruption. If you use the Device wholly or mainly for business, ask for business terms and discuss any critical data or downtime before work begins.
• If we damage the Device through a breach of contract or negligence, the appropriate remedy will take account of whether repair is possible and the Device’s age, condition and reasonable market value immediately before the damage. We will not require payment for a defective service as a condition of considering a valid claim. Any replacement or transfer of the damaged Device to us will be agreed as part of the remedy and will not happen automatically.
• Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of rights that cannot legally be excluded, defective products under the Consumer Protection Act 1987, or any other liability that the law does not permit us to exclude or limit.

Personal information and marketing

• We use personal information such as your name, contact details, Device identifiers, repair history and necessary access information to manage the booking, diagnose and perform the service, communicate updates, take payment, provide invoices, handle warranty claims, prevent fraud and comply with legal obligations. Further details, including retention periods and your rights, must be set out in our Privacy Notice, available on our website or on request.
• Repair updates, collection notices, invoices and warranty communications are service messages. They are not marketing simply because they display our name or branding.
• Agreement to a repair is not consent to marketing. We will send promotional emails or text messages to an individual only where we have a lawful basis and comply with the Privacy and Electronic Communications Regulations. Where we rely on consent, it will be requested separately by an unticked option for each relevant channel and may be withdrawn at any time. Every electronic marketing message will provide a simple way to opt out.

Complaints and disputes

• If you are dissatisfied, contact us at info@ultimaterepairs.co.uk, telephone 0113 300 3611 or write to 392 Kirkstall Road, Leeds LS4 2HQ. Please give the job number, Device details and a clear description of the issue. We will investigate and aim to respond within a reasonable time.
• If we cannot resolve a Consumer complaint, we will provide any information about an appropriate approved alternative dispute resolution entity that the law requires us to give and state whether we agree to use that process. You remain free to seek independent advice and use the courts.
• These Terms are governed by the law of England and Wales. If you are a Consumer living elsewhere in the United Kingdom, you retain any mandatory protection of the law where you live. Court proceedings may be brought in the courts of the part of the United Kingdom where you live or, where the law permits, in England and Wales.

General terms

• If an event outside our reasonable control delays performance, we will contact you, take reasonable steps to reduce the effect and agree a revised date where possible. If the delay becomes substantial, you may cancel the unperformed part of the service and receive any refund due for it.
• If a court finds part of these Terms unlawful or unenforceable, the remaining terms continue so far as they can. A delay in enforcing a right does not waive it.
• We may update these Terms for future jobs. The version made available when you authorise the relevant work applies to that contract unless both sides later agree a lawful change. We will not use a later website update to change an existing job retrospectively.

Offers, promotions and discount codes

• An offer may have specific eligibility, expiry, repair-category or booking conditions which will be stated with it. Unless the offer says otherwise, only one promotion may be used per transaction and it cannot be exchanged for cash.
• We may correct an obvious error or withdraw or amend a promotion before it is accepted. Once an eligible promotion forms part of an accepted contract, we will honour it unless the customer supplied materially false information or the law permits cancellation for another reason.
• A promotion does not reduce statutory rights and cannot be used to disguise a mandatory charge or a materially misleading price.