Terms of Service

1. Agreement for Repair

1.1 These Terms of Service (“Agreement”) govern the repair services (“Service”) provided by Williams Repair House (“we,” “us,” or “our”) for your smartphone, tablet, laptop, or games console (“Device”).

1.2 “You” or “Customer” refers to the individual or entity submitting the Device for repair.

1.3 Data Backup and Data Loss

The Customer is solely responsible for ensuring that all important data stored on the Device is backed up before submitting the Device for repair. Williams Repair House strongly recommends completing a full backup before any Device is submitted.

Repairs, diagnostics, software procedures, component replacement, device resets, operating system updates, or other technical work may, in some circumstances, result in data becoming inaccessible, corrupted, altered, or lost.

Williams Repair House will take reasonable care when handling Customer data but cannot guarantee that data will be preserved. To the fullest extent permitted by law, Williams Repair House is not responsible for loss of, corruption of, or inability to access data resulting from the repair, diagnostic process, software procedures, Device failure, or circumstances outside our reasonable control.

By submitting a Device for Service, the Customer confirms that they have been advised of the importance of maintaining an independent backup of their data.

1.4 Customer Authorisation

By submitting a Device and requesting diagnostic or repair services, the Customer authorises Williams Repair House to carry out reasonable diagnostic testing necessary to investigate the reported fault.

No additional paid repair work will be carried out without the Customer’s approval where the additional work was not included in the original agreed Service or quotation.

Diagnostic testing may include reasonable testing, disassembly, software checks, charging tests, component testing, and use of known-good equipment where necessary to identify the cause of the reported fault.

2. Order & Delivery Information

2.1 To submit your Device for repair, you may:

(a) Drop Off: Place your Device in the provided Jiffy bag with a completed repair form and post it into our secure drop off box at our designated drop off location, as outlined in the drop off details we send you. This contact free system ensures safe and efficient submission.

(b) Mail In: Mail your Device to our repair facility, following the mail in instructions provided on our website or sent to you, including a completed repair form. You are responsible for postage costs and ensuring the Device is securely packaged.

2.2 As communicated in our drop off or mail in instructions, all repaired Devices are delivered back to the address you provide; collection is not available to maintain our contact free process and streamline operations.

2.3 Repaired Devices are dispatched on the same day (Monday–Saturday) once repairs are completed and payment is received in full. Delivery typically occurs within 2-3 business days for UK orders.

2.4 UK orders are delivered via Royal Mail Tracked service. Local orders within an 8 mile radius of our repair facility are hand delivered by our drivers. International orders incur additional charges, which we will communicate before repair.

2.5 Tracking details are provided upon dispatch. Delivery addresses cannot be changed after dispatch. If delivery fails, the Device will be returned to our facility, and additional delivery fees may apply for redelivery.

2.6 Accessories and Cases:

Customers are strongly advised to remove all cases, protective covers, screen protectors, pop sockets, chargers, charging cables, power adapters, SIM cards, memory cards, styluses, keyboards, detachable accessories, and any other non-essential items from the Device before submission.

Where an accessory, cable, charger, adapter, case, or other item is submitted with the Device, it may be used for diagnostic purposes where appropriate. The Customer acknowledges that Williams Repair House is not responsible for faults, incompatibility, wear, damage, loss, theft, misplacement, or failure of such items.

Any accessories or other items left with or attached to the Device are submitted entirely at the Customer’s own risk. Williams Repair House will not provide reimbursement, replacement, or compensation for lost, damaged, defective, incompatible, or malfunctioning Customer-owned accessories or items.

Where a reported Device fault is found to be caused by or related to a Customer-supplied cable, charger, power adapter, accessory, or other external item rather than the Device itself, the Device may be deemed to be functioning correctly and the applicable diagnostic fee may still apply.

3. Order Cancellation & Refunds

3.1 If a fault occurs within the 90 day warranty period, you may return your Device for repair at your expense (return postage) using our contact free drop off system or mail in service, as outlined in our submission instructions. Proof of postage is required.

3.2 For warranty repairs, we will attempt to re-repair the Device twice. If the fault persists after these attempts, we will issue a refund, less any postage costs, after inspecting the Device to confirm the fault and verify that the replaced part is in undamaged, like new condition. Refunds are not available for water damage repairs, diagnostic services, or devices with liquid damage sustained after repair or due to customer induced physical damage (e.g., cracked screen or back glass).

3.3 Our warranty does not cover physical damage, such as cracks, dents, or scratches caused after the repair, or liquid damage occurring after repair or due to customer induced damage that compromises the Device’s water resistance (e.g., cracked screen or back glass).

3.4 If you request to cancel or reverse a completed repair, we may decline the request and charge for the service performed. Cancellations before repair begins may incur a 3% payment processing fee, deducted from your refund. Refunds are processed within 14 days of Device inspection.

3.5 No refunds or warranty repairs are available after the 90 day warranty period.

3.6 Device Passcode / Unlock Requirement for Warranty Eligibility:

To ensure the highest quality repair and to properly verify that the repair has been completed successfully, we must fully test the Device’s functionality both before and after the repair. This includes checking all relevant features (such as touch response, display quality, audio, cameras, sensors, charging, software performance, and any other components affected by or related to the repair) while the Device is unlocked.

We therefore require the customer to:

•  Provide the Device’s passcode, PIN, password or

•  Remove the Device passcode, PIN or password for us during drop off/submission, upon request, and/or for final testing before collection/dispatch.

If the customer refuses, is unable, or otherwise fails to provide access to the Device (including situations where the Device is locked, the passcode is forgotten, iCloud locked, or access is restricted in any way), we will be unable to perform complete pre-repair diagnostics or post-repair verification.

In such cases, the 90-day warranty will not apply to the repaired Device (or any related components). We will still carry out the requested repair to the best of our ability based on the symptoms reported and any available external diagnostics, but any subsequent issues including but not limited to functionality problems, software errors, undetected pre-existing faults, or faults that could have been identified or confirmed during full testing will not be covered. No free re-repair, refund, replacement, or other warranty remedies will be available for those issues.

We strongly advise customers to provide unlock access to enable comprehensive before and after testing. This ensures full warranty coverage, allows us to document the Device’s condition accurately, and gives you the best possible assurance that the repair is complete and successful.

3.7 Diagnostic Services

A diagnostic service involves the inspection, testing, troubleshooting, and assessment of a Device to identify the cause of a reported fault or issue.

A diagnostic fee may apply where stated on our website, booking system, quotation, repair form, or otherwise communicated to the Customer.

The diagnostic process may include testing the Device using known-good cables, chargers, power supplies, components, software, diagnostic equipment, or other equipment as reasonably required.

Where testing establishes that:

(a) the Device is functioning correctly;

(b) the reported fault is caused by or related to a Customer-supplied cable, charger, power adapter, accessory, software, configuration, network, or other external factor;

(c) the reported fault cannot be reproduced during testing; or

(d) no repair is required to the Device itself,

the applicable diagnostic fee remains payable where the Customer has requested or authorised diagnostic work.

The diagnostic fee covers the time, expertise, equipment, testing, and assessment required to investigate the reported fault and is not dependent upon a physical repair being required or completed.

Where a repair or replacement item is recommended following diagnosis and the Customer chooses not to proceed, the applicable diagnostic fee will remain payable.

4. No Fix, No Fee Policy

4.1 No Fix, No Fee

Where a Device has a genuine hardware or software fault which Williams Repair House has diagnosed and determines cannot reasonably be repaired, no diagnostic fee will normally apply, unless otherwise stated before the diagnostic service begins.

This No Fix, No Fee policy does not apply where the Device is found to be functioning correctly, where the reported fault cannot be reproduced, where the issue is caused by a Customer-supplied accessory or external item, where the Customer declines a recommended repair or replacement, where the Customer prevents or restricts reasonable diagnostic testing, or where the diagnostic service is separately chargeable as stated on our website or otherwise communicated to the Customer.

Return delivery costs remain payable where applicable.

4.2 Diagnostic Fee Where Customer Declines Recommended Work

If, following diagnosis, Williams Repair House recommends a repair, replacement part, accessory, cable, charger, software service, or other solution and the Customer chooses not to proceed, the applicable diagnostic fee (as listed on our website) will remain payable, together with any applicable return delivery costs.

The same diagnostic fee may apply where the Customer chooses to obtain the recommended part, accessory, cable, charger, or other item from another supplier rather than Williams Repair House.

The diagnostic fee is payable for the diagnostic work already carried out and is not waived solely because the Customer chooses not to proceed with the recommended solution.

4.3 Device Found to be Functioning Correctly

If, following reasonable diagnostic testing, Williams Repair House determines that the Device is functioning correctly or that the reported fault is not caused by a fault within the Device itself, the applicable diagnostic fee will remain payable where diagnostic services have been requested or authorised.

This includes, but is not limited to, faults caused by or related to charging cables, power adapters, chargers, sockets, accessories, software settings, user configuration, third-party accessories, network or service-provider issues, or other external factors.

Where appropriate, Williams Repair House may provide the Customer with details of the cause identified and recommend a suitable solution.

5. 8% Loyalty Discount

5.1 An 8% discount is available to customers subscribed to our Loyalty Club, applicable only to services purchased through our website.

5.2 If the discount code is used without an active subscription, we may remove the discount or request subscription before processing the order. Learn more about our Loyalty Club at www.williamsrepairhouse.co.uk/8-percent-off.

6. Pricing for Genuine Apple Repairs

6.1 Prices for Genuine Apple repairs apply only when replacing original Apple parts. If your Device contains aftermarket parts (non Apple manufactured components), an additional charge will apply, which we will communicate before repair.

6.2 Genuine Apple Repair – Customer Declines Repair

If a Genuine Apple repair is diagnosed and the Customer subsequently declines to proceed with the repair, the applicable diagnostic fee will remain payable, together with any applicable return postage or delivery costs and any costs reasonably incurred in connection with obtaining, ordering, or handling parts specifically for the Customer’s Device.

Where a Genuine Apple part has been specially ordered for the Customer and the order cannot reasonably be cancelled or returned, the Customer may also be responsible for the cost incurred by Williams Repair House in obtaining that part..

7. Waterproofing and Liquid Damage Limitations

7.1 Many Devices are advertised by their manufacturers as water resistant or waterproof (e.g., IP67 or IP68 ratings) under specific conditions. However, water resistance is not guaranteed after a Device sustains physical damage, such as a cracked screen, cracked back glass, or other structural damage, as these may compromise the factory seals. Similarly, any repair performed by Williams Repair House or another party may break the factory seal, rendering the Device no longer water resistant or waterproof.

7.2 Customers acknowledge that physical damage to their Device (e.g., dropping it and cracking the screen or back glass) may void manufacturer water resistance claims. Customers are responsible for avoiding exposure of their repaired or damaged Device to liquids.

7.3 Repairs performed by Williams Repair House aim to restore Device functionality but cannot guarantee the restoration of manufacturer water resistance or waterproofing due to the nature of opening the Device and breaking factory seals. Customers are advised to treat repaired Devices as non water resistant.

7.4 Williams Repair House is not liable for liquid damage to a Device that occurs before, during, or after repair, including damage resulting from customer induced physical damage or exposure to liquids post repair.

8. Liability

8.1 Limitation of Liability

Nothing in these Terms is intended to exclude or restrict any liability which cannot legally be excluded or restricted under applicable law, including the Customer’s statutory rights under applicable consumer protection legislation.

Subject to the above, Williams Repair House will not be liable for indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or other losses which are not a direct and reasonably foreseeable result of the Service.

To the fullest extent permitted by law, Williams Repair House is not responsible for data loss, data corruption, loss of access to data, loss of functionality caused by pre-existing faults, liquid damage, physical damage, faults unrelated to the Service, or failures arising from Customer-supplied parts, accessories, chargers, cables, software, or other external factors.

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability which cannot lawfully be limited or excluded.

8.2 Pre-Existing Faults and Additional Issues

Devices may have existing faults, damage, wear, corrosion, liquid exposure, previous repair damage, aftermarket components, or other conditions which are not related to the Service requested.

Where a pre-existing fault or condition is identified during diagnosis or repair, Williams Repair House will inform the Customer where reasonably practicable.

Repairing one fault does not guarantee that other pre-existing faults or unrelated issues will be resolved. Williams Repair House is not responsible for faults or failures which are unrelated to the Service performed.

Where an existing condition prevents safe or effective completion of the requested Service, Williams Repair House may decline to proceed or may recommend additional work, subject to the Customer’s approval where required.

9. Governing Law

9.1 This Agreement is governed by the laws of England and Wales. Any disputes will be resolved in the courts of England and Wales.

10. Data Protection

10.1 Personal data provided in the repair form or otherwise is handled in accordance with our Privacy Policy, available at www.williamsrepairhouse.co.uk/privacy-policy, and UK GDPR regulations.

11. Contact Us

11.1 If you have any issues with your order or questions about our services, please contact us at info@williamsrepairhouse.co.uk. We will do our best to resolve any problems promptly.