Terms & Conditions Terms & Conditions

Agreement

1. The terms set out in these Conditions of Repair shall apply to the service we provide to repair your
mobile phone and/or any accessories listed (Equipment).

2. Reference to "us", "we" and "our" refer to Tech Guys 360 and references to "you" and "your" are
references to you, the person addressed on this form.

3. All repairs (unless otherwise stated)

4. This Agreement shall commence from the date you sign the form and shall continue until we have
repaired or otherwise returned your Equipment (Services), whichever is sooner, and received any
payment due from you.

5. We shall make all reasonable efforts to repair your Equipment subject to the availability of any
parts required and the terms of any relevant guarantee or warranty. We shall perform the Services
using our reasonable care and skill.

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.

7. We shall notify you when the Equipment has been repaired and is available for collection. If you
do not collect the Equipment within a reasonable period, we may dispose of the Equipment. Any
sum obtained on disposal will be used to meet any unpaid estimate or repair charges you are liable
to pay and any remaining balance will be sent to you or will remain payable by you accordingly.

8. If we are unable to complete the Service for any reason, or the Service will incur further costs
payable by you, we will notify you immediately.

9. Our out of warranty/chargeable repairs are guaranteed for 90 days from the date the Equipment
is ready for collection. If the same fault should re-occur, we will repair if free of charge. If the
Equipment develops an additional fault unrelated to the original repair, the repair warranty

contained in this paragraph will not apply. All warranty repairs are subject to manufacturer’s
warranty dates.

10. We may in certain circumstances send your Equipment to another repair centre and sub-contract
the repair work to a third party.

11. All charges will be subject to VAT and any other government taxes or duties as applicable.

12. Additional terms for warranty repairs

13. Where repair is to be carried out under a relevant guarantee or warranty, we may ask you to
provide sufficient proof of any guarantee or warranty.

14. If your Equipment is beyond economic repair, we may at our absolute discretion replace your
Equipment with a suitable equivalent rather than carry out repair works.

15. If the nature of the repair falls outside the terms of your warranty or guarantee, then you may
incur a charge for the repair under the terms as set in clause

16. We will endeavour to notify you of any such charge prior to undertaking any work.

17. If you provide misinformation to Tech Guys 360 regarding the age of your device, resulting in an
expired warranty, Tech Guys 360 may charge a £10.00 diagnosis fee.

18. Additional terms for chargeable repairs

19. if the repair to your Equipment is not covered by a guarantee or warranty or the nature of the
repair is beyond any terms of your guarantee or warranty, we will charge you for the repair in
accordance with the terms of this Agreement.

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

21. The cost of repair may not fall within our standard charges where the Equipment is not generally
supported by us, Equipment repairs are sub-contracted, or the nature of repair is not within our
standard rates of repair. In this event, we will provide you with an estimate of the cost of repair and
we will not repair the Equipment until we have received your acceptance of that estimate.

22. If we are unable to repair your Equipment, no fault is found on your Equipment or you do not
accept our estimate, we will return your Equipment to you un-repaired and we reserve the right to
charge you an inspection fee in accordance with our standard charges.

23. We may keep your Equipment until all charges payable have been paid. [We may also charge an
additional fee for storage of your Equipment.

Liability

24. Our entire liability in respect of any single cause of action arising out of or in connection with this
Agreement or its subject matter (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 option to: (a) supplying the Services again; (b) payment of the cost of having the
Services supplied again; or (c) repaying to you any amount that you have paid in respect of the
Services.

25. If, through our negligence or wilful misconduct, we damage the Equipment beyond economical
repair, our liability will be limited to the cost of providing a replacement with a product that is the
same as or similar to the Equipment.

26. Any data or information that you may have stored on the Equipment shall remain your sole
responsibility and we accept no liability for loss or corruption of such data howsoever caused. It is
your responsibility to keep a record of any such data.

27. Nothing in this clause 5 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.

28. In no circumstance shall we be liable to you for any indirect, special or consequential loss arising
out of or relating to this Agreement, including any loss of business, revenue, profits, anticipated
savings, goodwill or any other indirect or consequential loss or damage howsoever arising.

29. Except as expressly provided in this Agreement, all representations, conditions and warranties,
whether express or implied (by statute or otherwise) are excluded to the fullest extent permitted by
law.

30. We shall not be liable for any claim arising under this Agreement unless you give us written
notice of the claim within 3 months of becoming aware of the circumstances giving rise to the claim
or, if earlier, 3 months from the time you ought reasonably to have become aware of such
circumstances.

Data Protection

31. We ask for your name and address and the other details set out overleaf (Personal Information)
so that we can notify you when your Equipment has been repaired and, so we can give you an
efficient after-sales service. We may also send you text messages from time to time to alert you to
new services that we may provide. By signing the questionnaire and using these Services you
consent to our use of your Personal Information as described. If you do not wish to receive text
messages at any time you should write to us at Tech Guys 360.

General

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

33. 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.

34. This Agreement sets out the entire agreement and understanding between you and us relating
to its subject matter. Nothing in this Agreement shall affect our liability in respect of any
misrepresentation, warranty or condition that is made fraudulently.

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

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

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

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

Delivery:

39. All orders include our Free-post Returns Service and Return Delivery by Royal Mail Tracked 24. At
Checkout you will have the option to post your device via your own courier or use our Next Day Free
Returns Address. Our Free returns address only covers loss of items up to £500. If you would like to
cover your item for more than £500, please select your own courier to do so. Any goods shipped to
you must be examined upon receipt. Please contact us immediately if you have received your item
damaged by the courier. Once your device is repaired it will be posted out same day via Royal Mail
Tracked 24.
The Post Office state that they aim to deliver Royal Mail Tracked 24 the next working day - click here
to read more. However, in certain circumstances it may take up to 10 working days, please click the
link to read Royal Mail's Terms and Conditions.
As we provide our own free shipping service, we will not reimburse any additional shipping
payments made by the customer.
In the very rare occasion, the device is lost in the post, we will need a copy of the original receipt for
the item to make a claim. Please note this may take up to 28 days to be processed before any
further action can be taken.
When purchasing a product from Tech Guys 360 Ltd the courier used is selected by the company and
cannot be changed by request.
If you leave notes at checkout asking for specific requests or dates, we cannot guarantee this
request will be fulfilled. However, we do promise it will be dispatched within the promised 24 - 48
hours, unless any errors occur, which you will be informed about.

Sending:

40. Please take your packaged device to your local post office (please refrain from taking directly to
the post box, as this may cause delays in the service). Please make sure you get a receipt with a bar
code on from the Post Office so you can track your parcel. Failure to get a bar code will mean your
parcel can not be tracked.
If you are returning a device, you can use the same postage label provided in the original
confirmation email sent out.

When sending your device, if you choose to include separate parts, you are sending these at your
own risk, and we will not be held responsible if these parts go missing before your package is
delivered to us. Please ensure the parts are well sealed and wrapped so nothing goes missing. When
your package arrives with us, we log in all the separate parts we receive, which can be seen on the
repair tracker.

41. International Customers (Outside UK):For customers outside the UK, you will be required to
arrange your own courier to get the device to us and pay £20 additional fees to get the device sent
back to you using a secured international postal service.

Payment:

42. Payment can be made by Credit Card, Debit Card or PayPal.

Prices:

43. Prices are subject to change. Promotional items state the price and duration and such prices only
apply at the time of the promotion. All prices are inclusive of VAT and delivery charges except
otherwise stated.
No Fix, No Fee Policy - This does not cover all repairs, such as water damage and diagnostic.
However, each case will be individually considered, and a full refund will be handed out based on
our discretion.

Non-Refundable Repairs:

44. A few of our repairs are non-refundable, this includes liquid damage repairs and/or liquid
damage related repairs and diagnostics if you decide not to proceed with the repair.

Warranty:

45. All repairs (with the exception of software related, battery and water damaged devices) come
with a 12-month warranty. Battery related repairs come with 3 months warranty. This excludes
faults relating to physical or accidental damage or if the device is opened whilst in your possession. If
the nature of the repair falls outside the terms of your warranty or guarantee, then you may incur a
charge for the repair.
Our warranty does not cover repairs on Wi-Fi Faults on the iPhone 4 and 4S.

If you take your device to a third party after it has been repaired by Tech Guys 360 this will void the
warranty on your device. This includes both repaired and purchased devices.
All software related repairs will not be covered by our warranty.
The warranty only covers the original repair. For example, if you pay for a screen repair and the
screen becomes faulty, you will be covered with a 1-year warranty. If any additional faults occur that
are not related to the original repair this will not be covered under warranty and will need to be paid
for.
The warranty for refurbished phones sold by Tech Guys 360 differs depending on the device and
only covers manufacturing defects. If the fault is not related to this or happens outside of the
warranty period, an extra cost may occur.

Liability:

46. If your device is damaged beyond economical repair through our negligence or wilful
misconduct, our liability will be limited to the cost of providing a replacement with a product that is
the same or similar to your device. You have sole responsibility for any data store on your device and
we accept no liability for loss or corruption of such data howsoever caused. It is your responsibility
to keep a record of any such data.
When sending in a damaged device, our technicians will probably need to open up the device to
either diagnose or repair it; this comes with an element of risk and may result in some minor
damages to your device. We do everything possible to ensure this doesn't happen, however, if it
does happen and the damages are significant, we will offer a replacement or repair.
We will not be responsible for any damage or fault caused by a previous repair.

Repair Process & Delays:

47. We aim to repair your device within 24-48 hours of receiving it. Although 99.3% of all repairs get
done on the same day, sometimes we encounter further issues that slow the repair down.
If for any reason your repair will take longer, you will be notified with the reason and the estimated
completion date. Alternatively, you can check the repair tracker to see if there have been any new
developments in relation to your repair.
If we need to order in new parts, the repair process may be delayed. We will keep you updated
throughout the whole process.
Please be aware diagnostics may take longer than usual repairs as our trained technicians take time
to look at every element of the device and check for faulty parts.
Please be advised we cannot guarantee your device will be repaired after we diagnose the fault. 97%
of devices that we diagnose are repaired.

With screen repairs on Samsung Devices there is always a chance of the LCD breaking due to the
glue needed to bond the glass to the LCD, we are one of the few repairers that offer just a glass
repair, which in turn passes the savings on to the customer, however occasionally the LCD may
break, before this happens, we always notify the customer and the procedure about to happen and
the chance of it breaking, and ask for permission to carry on, as we will not be liable for the cost of
the replacement LCD.
Liquid Damage repairs can take up to 7 - 14 days.
Any Motherboard related repairs can take up to 7 - 14 days.
Any Software related repairs can take up to 7 - 14 days.
Any time estimate for completion of the repair service, which may be given to you, is an estimate
only and does not form any obligation under the terms of this agreement.
If we receive your device and we find there is nothing wrong with the device, we will send it back
and refund you the difference. However, there will be a £9.99 handling fee deducted; this covers
postage & diagnostic costs.

Additional Repairs:

48. When you send your mobile device in to us for a repair, it is rigorously tested by a number of
different testers and departments, sometimes additional faults are found. If we find an additional
fault with your mobile device, we will send you an additional repair payment request via email. It is
your decision if you choose to proceed or not. If you choose to go ahead with the repair, once we
receive payment, your mobile device will be passed back to our technicians to continue work, if you
choose to decline, we will stop work and send the mobile device back as it is. If you have any queries
about the additional repairs, please do not hesitate to get in touch with us.

Waterproof Repairs:

49. Mobile devices that are sold as being waterproof are originally sealed in the manufacturer’s
factory with special machines and special liquid proof gaskets.
When we carry out a repair on a waterproof device that involves opening and closing the device, we
cannot guarantee that your device will be 100% waterproof after the repair process has been
completed. We replace all gaskets required but only the manufacturers of the device have access to
the specialised equipment required. However, we always use grade A parts and use the best possible
techniques.

Testing:

50. Our trained testers and technicians always test the device on arrival and before it is dispatched.
We test many different aspects of the device, including the buttons, vibration, sound, cameras,
charging port, Wi-Fi, speakers, signal, front screen, LCD display, power settings and much more, to
ensure we don't miss any faults and provide the best service possible.

Your Data:

51. Please ensure your data is wiped or back up via your operating system before sending your
device to us. Our repairs are done in a professional manner, but we cannot guarantee data will be on
the device on return to you. We do not offer a data recovery service. Pin Locks and passwords must
be removed before you send your device to us. We advise that all Sim and memory cards be taken
off the device before sending to us for repair.

Cancellations:

52. If you wish to cancel your repair, you must do this before we commence any repairs. We will fully
refund your order if the request is made before any repair commences. We aim to carry out your
repair on the same day your device is received. We are unable to cancel any repair that has already
commenced.
We reserve the right to make changes to this website and terms and conditions.
We operate a no fix, no fee policy.

Weekend Service:

53. As office hours are restricted during the weekend our service will be slower than usual and we
may take longer to respond to emails and messages.
Emailing & Messaging.
We aim to answer all emails and messages within 24 hours. This may be slightly longer if you email
or message us during a Sunday or Bank Holiday.
Please note that messages left using our Facebook page may result in a longer response time
compared to emailing us directly on techguy@techguys360.com.

Insurance:

54. This only covers customers who can provide a legitimate tracking code for the services we
provide; your own courier services are not included.

This is up to the value of your device or £500, whichever is the cheapest amount, and this will cover
for a like for like replacement of the handset/tablet sent in.
The insurance is for when the device is in transit only.
The insurance covers postal loss only. We will cover loss of your device only when it fails to be
delivered and the courier company, we have used confirm the item as lost.
Lack of secure packaging can result on a claim being denied.
We will not cover loss of any device if packaging has been tampered with.
We will also not cover damage that has occurred due to postal handling process.
If we replace a device for a like for like model for any reason, this comes with a 3-month Tech Guys
360 warranty; this does not cover accidental damage.
This insurance cover is provided by Tech Guys 360 and not by Royal Mail.

Diagnostic Service:

55. The diagnostic fee covers shipping costs only and will be deducted from any repair cost if you
decide to go ahead with a repair.

The diagnostic is in process throughout the duration of the time your device is in our possession as
this is an on-going operation.

Blocked Devices:

56. At Tech Guys 360 we will not repair any device that has been blocked. The device will be sent
back and the customer will be refunded, however, if it was sent in for a diagnostic or liquid damage
this will not be refunded.

If the device has no IMEI number, then we will not repair the device. This is for security and warranty
purposes, the device will be sent back, and the customer will be refunded, if it was sent in for a
diagnostic or liquid damage this will not be refunded.

Returns:

57. We will attempt a re-repair on your mobile device twice after the initial repair. If after this, the
mobile device is still faulty we will issue a refund (minus postage costs). We will need to see the

mobile device and make sure its faulty prior to issuing a refund. This does not include diagnostic and
water damage related repairs.

Packaging:

58. Please note that if our packaging is checked out as an additional option, this is only available for
1 time being sent out and not multiple times, this service can be sent out additionally if it is checked
out once again.

VAT:

59. All our refurbished mobile phones are sold in subject to section 50A of the VAT Act 1994 and the
VAT (Special Provisions) order 1995. A VAT Margin scheme applies; you can read more about it here.

Error 53:

60. If we have carried out a liquid damage, screen or mother board related repair on any of the
following devices and error 53 appears on the device, we will not be held accountable. This is an
issue with Apple and not due to the repair carried out by Tech Guys 360 and it will not be covered by
our warranty.

Devices Included:
IPad mini and Air 2
IPhone 5
IPhone 5c
IPhone 5S
IPhone 6
IPhone 6 Plus
iPhone 6S
iphone 6S Plus
iPhone 7
iPhone 7Plus
iPhone 8

iPhone 8Plus
iPhone X
iPhone SE

Grey Screen of Death:
If we have carried out a repair on your iPhone and a grey screen/bar appears on the device, we will
not be held accountable. This is an issue with Apple and not due to the repair carried out by Tech
Guys 360 Ltd and it will not be covered by our warranty.

iOS 10 Update:
We have seen a rise in LCD issues due to hard resets after updating to iOS 10, with the update, after
a hard reset is done this causes the LCD to malfunction and display grid lines across the screen. This
is an issue with Apple and not due to a repair or phones sold by Tech Guys 360 Ltd and it will not be
covered by our warranty.

iOS 11 Update:
We have seen a rise in LCD issues due updating to iOS 11, with the update, after the update, a wide
variety of issues are currently being caused, from screen glitching to poor battery life. We advise
that our customers do not update to any new iOS until patches are released and all problems
rectified. This is an issue with Apple and not due to a repair or phones sold by Tech Guys 360 Ltd and
it will not be covered by our warranty.

iOS 12 Update:
We have seen a rise in LCD issues due updating to iOS 12, with the update, after the update, a wide
variety of issues are currently being caused, from screen glitching to poor battery life. We advise
that our customers do not update to any new iOS until patches are released and all problems
rectified. This is an issue with Apple and not due to a repair or phones sold by Tech Guys 360 Ltd and
it will not be covered by our warranty.

Complaints:

If you wish to make a compliant, please email techguy@techguys360.com or call 01744410554
during working hours.

Tech Guys 360 Ltd
Agreement

1. The terms set out in these Conditions of Repair shall apply to the service we provide to repair your
mobile phone and/or any accessories listed (Equipment).

2. Reference to "us", "we" and "our" refer to Tech Guys 360 and references to "you" and "your" are
references to you, the person addressed on this form.

3. All repairs (unless otherwise stated)

4. This Agreement shall commence from the date you sign the form and shall continue until we have
repaired or otherwise returned your Equipment (Services), whichever is sooner, and received any
payment due from you.

5. We shall make all reasonable efforts to repair your Equipment subject to the availability of any
parts required and the terms of any relevant guarantee or warranty. We shall perform the Services
using our reasonable care and skill.

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.

7. We shall notify you when the Equipment has been repaired and is available for collection. If you
do not collect the Equipment within a reasonable period, we may dispose of the Equipment. Any
sum obtained on disposal will be used to meet any unpaid estimate or repair charges you are liable
to pay and any remaining balance will be sent to you or will remain payable by you accordingly.

8. If we are unable to complete the Service for any reason, or the Service will incur further costs
payable by you, we will notify you immediately.

9. Our out of warranty/chargeable repairs are guaranteed for 90 days from the date the Equipment
is ready for collection. If the same fault should re-occur, we will repair if free of charge. If the
Equipment develops an additional fault unrelated to the original repair, the repair warranty

contained in this paragraph will not apply. All warranty repairs are subject to manufacturer’s
warranty dates.

10. We may in certain circumstances send your Equipment to another repair centre and sub-contract
the repair work to a third party.

11. All charges will be subject to VAT and any other government taxes or duties as applicable.

12. Additional terms for warranty repairs

13. Where repair is to be carried out under a relevant guarantee or warranty, we may ask you to
provide sufficient proof of any guarantee or warranty.

14. If your Equipment is beyond economic repair, we may at our absolute discretion replace your
Equipment with a suitable equivalent rather than carry out repair works.

15. If the nature of the repair falls outside the terms of your warranty or guarantee, then you may
incur a charge for the repair under the terms as set in clause

16. We will endeavour to notify you of any such charge prior to undertaking any work.

17. If you provide misinformation to Tech Guys 360 regarding the age of your device, resulting in an
expired warranty, Tech Guys 360 may charge a £10.00 diagnosis fee.

18. Additional terms for chargeable repairs

19. if the repair to your Equipment is not covered by a guarantee or warranty or the nature of the
repair is beyond any terms of your guarantee or warranty, we will charge you for the repair in
accordance with the terms of this Agreement.

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

21. The cost of repair may not fall within our standard charges where the Equipment is not generally
supported by us, Equipment repairs are sub-contracted, or the nature of repair is not within our
standard rates of repair. In this event, we will provide you with an estimate of the cost of repair and
we will not repair the Equipment until we have received your acceptance of that estimate.

22. If we are unable to repair your Equipment, no fault is found on your Equipment or you do not
accept our estimate, we will return your Equipment to you un-repaired and we reserve the right to
charge you an inspection fee in accordance with our standard charges.

23. We may keep your Equipment until all charges payable have been paid. [We may also charge an
additional fee for storage of your Equipment.

Liability

24. Our entire liability in respect of any single cause of action arising out of or in connection with this
Agreement or its subject matter (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 option to: (a) supplying the Services again; (b) payment of the cost of having the
Services supplied again; or (c) repaying to you any amount that you have paid in respect of the
Services.

25. If, through our negligence or wilful misconduct, we damage the Equipment beyond economical
repair, our liability will be limited to the cost of providing a replacement with a product that is the
same as or similar to the Equipment.

26. Any data or information that you may have stored on the Equipment shall remain your sole
responsibility and we accept no liability for loss or corruption of such data howsoever caused. It is
your responsibility to keep a record of any such data.

27. Nothing in this clause 5 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.

28. In no circumstance shall we be liable to you for any indirect, special or consequential loss arising
out of or relating to this Agreement, including any loss of business, revenue, profits, anticipated
savings, goodwill or any other indirect or consequential loss or damage howsoever arising.

29. Except as expressly provided in this Agreement, all representations, conditions and warranties,
whether express or implied (by statute or otherwise) are excluded to the fullest extent permitted by
law.

30. We shall not be liable for any claim arising under this Agreement unless you give us written
notice of the claim within 3 months of becoming aware of the circumstances giving rise to the claim
or, if earlier, 3 months from the time you ought reasonably to have become aware of such
circumstances.

Data Protection

31. We ask for your name and address and the other details set out overleaf (Personal Information)
so that we can notify you when your Equipment has been repaired and, so we can give you an
efficient after-sales service. We may also send you text messages from time to time to alert you to
new services that we may provide. By signing the questionnaire and using these Services you
consent to our use of your Personal Information as described. If you do not wish to receive text
messages at any time you should write to us at Tech Guys 360.

General

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

33. 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.

34. This Agreement sets out the entire agreement and understanding between you and us relating
to its subject matter. Nothing in this Agreement shall affect our liability in respect of any
misrepresentation, warranty or condition that is made fraudulently.

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

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

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

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

Delivery:

39. All orders include our Free-post Returns Service and Return Delivery by Royal Mail Tracked 24. At
Checkout you will have the option to post your device via your own courier or use our Next Day Free
Returns Address. Our Free returns address only covers loss of items up to £500. If you would like to
cover your item for more than £500, please select your own courier to do so. Any goods shipped to
you must be examined upon receipt. Please contact us immediately if you have received your item
damaged by the courier. Once your device is repaired it will be posted out same day via Royal Mail
Tracked 24.
The Post Office state that they aim to deliver Royal Mail Tracked 24 the next working day - click here
to read more. However, in certain circumstances it may take up to 10 working days, please click the
link to read Royal Mail's Terms and Conditions.
As we provide our own free shipping service, we will not reimburse any additional shipping
payments made by the customer.
In the very rare occasion, the device is lost in the post, we will need a copy of the original receipt for
the item to make a claim. Please note this may take up to 28 days to be processed before any
further action can be taken.
When purchasing a product from Tech Guys 360 Ltd the courier used is selected by the company and
cannot be changed by request.
If you leave notes at checkout asking for specific requests or dates, we cannot guarantee this
request will be fulfilled. However, we do promise it will be dispatched within the promised 24 - 48
hours, unless any errors occur, which you will be informed about.

Sending:

40. Please take your packaged device to your local post office (please refrain from taking directly to
the post box, as this may cause delays in the service). Please make sure you get a receipt with a bar
code on from the Post Office so you can track your parcel. Failure to get a bar code will mean your
parcel can not be tracked.
If you are returning a device, you can use the same postage label provided in the original
confirmation email sent out.

When sending your device, if you choose to include separate parts, you are sending these at your
own risk, and we will not be held responsible if these parts go missing before your package is
delivered to us. Please ensure the parts are well sealed and wrapped so nothing goes missing. When
your package arrives with us, we log in all the separate parts we receive, which can be seen on the
repair tracker.

41. International Customers (Outside UK):For customers outside the UK, you will be required to
arrange your own courier to get the device to us and pay £20 additional fees to get the device sent
back to you using a secured international postal service.

Payment:

42. Payment can be made by Credit Card, Debit Card or PayPal.

Prices:

43. Prices are subject to change. Promotional items state the price and duration and such prices only
apply at the time of the promotion. All prices are inclusive of VAT and delivery charges except
otherwise stated.
No Fix, No Fee Policy - This does not cover all repairs, such as water damage and diagnostic.
However, each case will be individually considered, and a full refund will be handed out based on
our discretion.

Non-Refundable Repairs:

44. A few of our repairs are non-refundable, this includes liquid damage repairs and/or liquid
damage related repairs and diagnostics if you decide not to proceed with the repair.

Warranty:

45. All repairs (with the exception of software related, battery and water damaged devices) come
with a 12-month warranty. Battery related repairs come with 3 months warranty. This excludes
faults relating to physical or accidental damage or if the device is opened whilst in your possession. If
the nature of the repair falls outside the terms of your warranty or guarantee, then you may incur a
charge for the repair.
Our warranty does not cover repairs on Wi-Fi Faults on the iPhone 4 and 4S.

If you take your device to a third party after it has been repaired by Tech Guys 360 this will void the
warranty on your device. This includes both repaired and purchased devices.
All software related repairs will not be covered by our warranty.
The warranty only covers the original repair. For example, if you pay for a screen repair and the
screen becomes faulty, you will be covered with a 1-year warranty. If any additional faults occur that
are not related to the original repair this will not be covered under warranty and will need to be paid
for.
The warranty for refurbished phones sold by Tech Guys 360 differs depending on the device and
only covers manufacturing defects. If the fault is not related to this or happens outside of the
warranty period, an extra cost may occur.

Liability:

46. If your device is damaged beyond economical repair through our negligence or wilful
misconduct, our liability will be limited to the cost of providing a replacement with a product that is
the same or similar to your device. You have sole responsibility for any data store on your device and
we accept no liability for loss or corruption of such data howsoever caused. It is your responsibility
to keep a record of any such data.
When sending in a damaged device, our technicians will probably need to open up the device to
either diagnose or repair it; this comes with an element of risk and may result in some minor
damages to your device. We do everything possible to ensure this doesn't happen, however, if it
does happen and the damages are significant, we will offer a replacement or repair.
We will not be responsible for any damage or fault caused by a previous repair.

Repair Process & Delays:

47. We aim to repair your device within 24-48 hours of receiving it. Although 99.3% of all repairs get
done on the same day, sometimes we encounter further issues that slow the repair down.
If for any reason your repair will take longer, you will be notified with the reason and the estimated
completion date. Alternatively, you can check the repair tracker to see if there have been any new
developments in relation to your repair.
If we need to order in new parts, the repair process may be delayed. We will keep you updated
throughout the whole process.
Please be aware diagnostics may take longer than usual repairs as our trained technicians take time
to look at every element of the device and check for faulty parts.
Please be advised we cannot guarantee your device will be repaired after we diagnose the fault. 97%
of devices that we diagnose are repaired.

With screen repairs on Samsung Devices there is always a chance of the LCD breaking due to the
glue needed to bond the glass to the LCD, we are one of the few repairers that offer just a glass
repair, which in turn passes the savings on to the customer, however occasionally the LCD may
break, before this happens, we always notify the customer and the procedure about to happen and
the chance of it breaking, and ask for permission to carry on, as we will not be liable for the cost of
the replacement LCD.
Liquid Damage repairs can take up to 7 - 14 days.
Any Motherboard related repairs can take up to 7 - 14 days.
Any Software related repairs can take up to 7 - 14 days.
Any time estimate for completion of the repair service, which may be given to you, is an estimate
only and does not form any obligation under the terms of this agreement.
If we receive your device and we find there is nothing wrong with the device, we will send it back
and refund you the difference. However, there will be a £9.99 handling fee deducted; this covers
postage & diagnostic costs.

Additional Repairs:

48. When you send your mobile device in to us for a repair, it is rigorously tested by a number of
different testers and departments, sometimes additional faults are found. If we find an additional
fault with your mobile device, we will send you an additional repair payment request via email. It is
your decision if you choose to proceed or not. If you choose to go ahead with the repair, once we
receive payment, your mobile device will be passed back to our technicians to continue work, if you
choose to decline, we will stop work and send the mobile device back as it is. If you have any queries
about the additional repairs, please do not hesitate to get in touch with us.

Waterproof Repairs:

49. Mobile devices that are sold as being waterproof are originally sealed in the manufacturer’s
factory with special machines and special liquid proof gaskets.
When we carry out a repair on a waterproof device that involves opening and closing the device, we
cannot guarantee that your device will be 100% waterproof after the repair process has been
completed. We replace all gaskets required but only the manufacturers of the device have access to
the specialised equipment required. However, we always use grade A parts and use the best possible
techniques.

Testing:

50. Our trained testers and technicians always test the device on arrival and before it is dispatched.
We test many different aspects of the device, including the buttons, vibration, sound, cameras,
charging port, Wi-Fi, speakers, signal, front screen, LCD display, power settings and much more, to
ensure we don't miss any faults and provide the best service possible.

Your Data:

51. Please ensure your data is wiped or back up via your operating system before sending your
device to us. Our repairs are done in a professional manner, but we cannot guarantee data will be on
the device on return to you. We do not offer a data recovery service. Pin Locks and passwords must
be removed before you send your device to us. We advise that all Sim and memory cards be taken
off the device before sending to us for repair.

Cancellations:

52. If you wish to cancel your repair, you must do this before we commence any repairs. We will fully
refund your order if the request is made before any repair commences. We aim to carry out your
repair on the same day your device is received. We are unable to cancel any repair that has already
commenced.
We reserve the right to make changes to this website and terms and conditions.
We operate a no fix, no fee policy.

Weekend Service:

53. As office hours are restricted during the weekend our service will be slower than usual and we
may take longer to respond to emails and messages.
Emailing & Messaging.
We aim to answer all emails and messages within 24 hours. This may be slightly longer if you email
or message us during a Sunday or Bank Holiday.
Please note that messages left using our Facebook page may result in a longer response time
compared to emailing us directly on techguy@techguys360.com.

Insurance:

54. This only covers customers who can provide a legitimate tracking code for the services we
provide; your own courier services are not included.

This is up to the value of your device or £500, whichever is the cheapest amount, and this will cover
for a like for like replacement of the handset/tablet sent in.
The insurance is for when the device is in transit only.
The insurance covers postal loss only. We will cover loss of your device only when it fails to be
delivered and the courier company, we have used confirm the item as lost.
Lack of secure packaging can result on a claim being denied.
We will not cover loss of any device if packaging has been tampered with.
We will also not cover damage that has occurred due to postal handling process.
If we replace a device for a like for like model for any reason, this comes with a 3-month Tech Guys
360 warranty; this does not cover accidental damage.
This insurance cover is provided by Tech Guys 360 and not by Royal Mail.

Diagnostic Service:

55. The diagnostic fee covers shipping costs only and will be deducted from any repair cost if you
decide to go ahead with a repair.

The diagnostic is in process throughout the duration of the time your device is in our possession as
this is an on-going operation.

Blocked Devices:

56. At Tech Guys 360 we will not repair any device that has been blocked. The device will be sent
back and the customer will be refunded, however, if it was sent in for a diagnostic or liquid damage
this will not be refunded.

If the device has no IMEI number, then we will not repair the device. This is for security and warranty
purposes, the device will be sent back, and the customer will be refunded, if it was sent in for a
diagnostic or liquid damage this will not be refunded.

Returns:

57. We will attempt a re-repair on your mobile device twice after the initial repair. If after this, the
mobile device is still faulty we will issue a refund (minus postage costs). We will need to see the

mobile device and make sure its faulty prior to issuing a refund. This does not include diagnostic and
water damage related repairs.

Packaging:

58. Please note that if our packaging is checked out as an additional option, this is only available for
1 time being sent out and not multiple times, this service can be sent out additionally if it is checked
out once again.

VAT:

59. All our refurbished mobile phones are sold in subject to section 50A of the VAT Act 1994 and the
VAT (Special Provisions) order 1995. A VAT Margin scheme applies; you can read more about it here.

Error 53:

60. If we have carried out a liquid damage, screen or mother board related repair on any of the
following devices and error 53 appears on the device, we will not be held accountable. This is an
issue with Apple and not due to the repair carried out by Tech Guys 360 and it will not be covered by
our warranty.

Devices Included:
IPad mini and Air 2
IPhone 5
IPhone 5c
IPhone 5S
IPhone 6
IPhone 6 Plus
iPhone 6S
iphone 6S Plus
iPhone 7
iPhone 7Plus
iPhone 8

iPhone 8Plus
iPhone X
iPhone SE

Grey Screen of Death:
If we have carried out a repair on your iPhone and a grey screen/bar appears on the device, we will
not be held accountable. This is an issue with Apple and not due to the repair carried out by Tech
Guys 360 Ltd and it will not be covered by our warranty.

iOS 10 Update:
We have seen a rise in LCD issues due to hard resets after updating to iOS 10, with the update, after
a hard reset is done this causes the LCD to malfunction and display grid lines across the screen. This
is an issue with Apple and not due to a repair or phones sold by Tech Guys 360 Ltd and it will not be
covered by our warranty.

iOS 11 Update:
We have seen a rise in LCD issues due updating to iOS 11, with the update, after the update, a wide
variety of issues are currently being caused, from screen glitching to poor battery life. We advise
that our customers do not update to any new iOS until patches are released and all problems
rectified. This is an issue with Apple and not due to a repair or phones sold by Tech Guys 360 Ltd and
it will not be covered by our warranty.

iOS 12 Update:
We have seen a rise in LCD issues due updating to iOS 12, with the update, after the update, a wide
variety of issues are currently being caused, from screen glitching to poor battery life. We advise
that our customers do not update to any new iOS until patches are released and all problems
rectified. This is an issue with Apple and not due to a repair or phones sold by Tech Guys 360 Ltd and
it will not be covered by our warranty.

Complaints:

If you wish to make a compliant, please email techguy@techguys360.com or call 01744410554
during working hours.

Tech Guys 360 Ltd
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