Terms and conditions
Our Terms and Conditions of Business
Our terms and conditions of business set out more specific details about how we do business with you and what you can expect from us when you engage our services.
By entering into any agreement with us, you agree to be bound by our terms and conditions of business in their entirety.
Imperial Fix are based at 20-22 Wenlock Road, London, N1 7GU.
You can contact us by phone on 0203 608 4778
We operate a bespoke service for the service and repair of mobile phones.
How we conduct our business with you
You can place an order with us through our website - https://imperialfix.com/
You can either choose for your mobile phone to be repaired at home or via our postal service. Whichever way you choose to have your phone repaired you agree to our terms and conditions of business in their entirety.
If you choose to have your phone fixed at home, your place of work or another place more convenient to you then should provide us with as much information as possible (including the correct make and model of your mobile phone) and details of the problems or issues you are encountering with it.
Our order process
We will contact you to confirm all the order details – this is primarily because we do not take any payments from you upfront and therefore need to be clear as to your specific requirements.
Once we receive full details from you, we will despatch our experienced phone technician to your preferred location and will do our very best to fix your phone there and then. We will endeavour to do this within ninety (90) minutes of receiving your request and our technician will be dispatched to you by motorbike, so as to reach you across the city traffic as quickly as possible.
You can either choose to have your phone repaired at a time to suit you or as soon as possible. Both of these options are subject to our availability.
We aim to have your phone fixed within 90 minutes once we arrive on site.
If, for any reason, we are not able to repair your phone then there will be no charge for our service. This can happen for a number of reasons including (but not limited to)
a) Parts being unavailable or out of stock,
b) Due to an error in the information you provide to us about the handset type or error (in which case we reserve the right to charge you a reasonable call-out fee
c) Our inability to meet a set deadline
d) Any other reason outside of our reasonable control.
We accept payment through the payment methods more specifically detailed on our website. You must pay for our service before we accept and/or confirm your order.
As stated above, we cannot be held responsible for any events outside of our control (such as the unavailability of required parts or our inability to reach you on time due to traffic constraints etc.). However, if we feel we will be unable to honour your order we will notify you of this as soon as practicably possible and/or will take all reasonable steps to minimise the effect of any delay. Provided we do this we will not be liable for delays but if there is a risk of substantial delay you may contact us to end the contract and receive a full refund for any products you have paid for but not received.
Your commitment to us
If, for any reason, you are not available at the time and place we agree with you then our technician will only remain on site for fifteen (15) minutes before your order is aborted and we then reserve the right to charge you for our time and/or travel expenses.
We will need to obtain certain information from you so that we can supply the correct products to you. However, if you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result.
We will not be responsible for supplying the products late or not supplying any part of them if this is due to you not providing us the information we need within a reasonable time of us asking for it.
There may, from time to time, be delays in obtaining and/or supplying products to you. These may include (but are not limited to the following):
(a) Us having to deal with technical problems or make minor technical changes;
(b) A requirement to update the product so as to reflect any changes in relevant legislation and/or regulatory requirements;
(c) Initiating any changes to the product as requested by you or, in the alternative, notified by us to you
All our products and services are subject to conditions. Therefore, by placing an order with us you expressly:-
(a) Authorise and consent to us performing the necessary services on your device;
(b) Acknowledge that whilst our technicians are trained specialists, we are not an authorised service provider for any manufacturer of any specific brand of device and have no affiliation with any device manufacturer
(c) Acknowledge that we may have to reset the manufacturer's factory/default settings for your device, and that this process might delete any data, personal information or settings held on your product;
(d) Acknowledge that you are solely responsible for removal of any SIM card, memory card, case, screen protector or other accessory from your device prior to engaging our services;
(e) Acknowledge that you must back up your device prior to our provision of services;
(f) Agree that where our services relate (in any way) to liquid damage on your device: (i) there is no guarantee that we will be able to repair your device, and (ii) our warranty does not apply;
(g) Agree that it is your responsibility to provide accurate information regarding your device (including model and condition) and to detail any modifications or repairs that have previously been attempted or completed whether by us or another phone repair service.
We reserve the right to perform a basic diagnosis of your device to evaluate its condition. If the device is in noticeably different condition than described to us then you agree that additional charges may apply
Our promise to you
We offer a “no fix” policy in relation to our repair services. Therefore, if we are unable to repair your device (for whatever reason) then you will not have to pay for our services.
If we are able to fix your phone then we offer a full lifetime guarantee on any screen we fix or a twelve (12) month warranty on any other type of repair.
The same terms apply should you choose to use our postal service.
Our Warranty ensures that our products are free from material defects and are of satisfactory quality within the meaning of the Sale of Goods Act 1979.
Please note that the warranty period runs from the date of the original repair. Therefore, if any subsequent repairs or work are carried out under the terms of our warranty then this does not extend the warranty period. For example, if a warranty repair is done four months after the original repair, then the warranty still ends 12 months from the date of the original repair.
Our Warranty has certain limitations, namely:
Battery issues i.e. if the battery is not functioning to full capacity then we may require access to your device for a prolonged period so as to make recommendations for better performance. Please note that battery performance can also be adversely affected by faulty chargers or dock connectors. You must therefore have tried alternative original equipment manufacturer (OEM) chargers for, and have the most recent software updates on, your device before booking in a battery replacement with us.
Our warranty will not apply if you have used non-OEM chargers, power banks, car chargers, charging phone cases, charging pads, plates, or any other form of battery/phone charging equipment not manufactured by the OEM. Any use of these accessories may cause damage to your device’s Chip and therefore a battery or charger port replacement is unlikely to resolve the issue. In these circumstances you will not be entitled to a refund for products supplied.
Our warranty does not apply in the event of any of the following occurring in relation to a device upon which we have performed our services: (i) mishandling which causes subsequent damage to your handset; (ii) water or other liquid damage; (iii) damage or faults resulting from attempted repairs by you or any third party; (iv) software issues unrelated to the repair and/or any damage resulting from viruses or other malicious software that may have been transmitted during servicing or escaped detection; (v) any jail broken or “rooted” device; or (vi) any fault or damage unrelated to the products supplied by us under warranty. (d) Pre-repair issues/events. Our warranty does not apply if your device is jail broken or “rooted” or if, at or before the time we provide the products, there is in relation to your device: (i) a known manufacturing or performance issue which is separate from the services ordered; (ii) water or other liquid damage; (iii) any damage or fault resulting from repairs attempted by you or any third party; or (iv) any performance issue with your device’s battery.
We reserve the right to charge you if you make an invalid warranty claim.
If upon inspection of your phone we determine that your issue is not covered by our warranty
(for example, because your device is cracked or our warranty does not apply due to one of the limitations set out above),
you may opt for us to either
a) carry out a repair (to the extent that we are able to) at our standard price or
b) pay our standard call out charge 20GBP.
Your legal rights
You have a legal right to end your contract with us at any time under the Consumer Contracts Regulations 2013. If, however, you have engaged our services during the standard 14 day cooling off period then we reserve the right to charge for any services provided to you whether these occurred within this timeframe or afterwards.
You can cancel your contract by 020 3608 4778
Our legal rights
We have a legal right to end the contract if you breach our terms and conditions of business. Whilst we may do this with immediate effect we will always confirm this to you in writing, together with our reason for having terminated the contract.
How we use your personal information
We will only ever use your personal information (a) to supply the products to you; (b) to process your payment for the products and/or services; and (c) if you agree to this during the order process.
Under new data protection legislation you have the right to request that we amend or delete any personal information held about you. You can do this by firstname.lastname@example.org .
We will never provide your personal information to any other third parties unless we are required to do so by law.
All personal data is held in accordance with the requirements laid down by the Data Protection Act 1998 and any subsequent legislation.
By entering into any contract or agreement with us, you agree to our terms and conditions of business in their entirety. Consequently, should you have any queries concerning them then you should contact us prior to engaging our services.
Further information can be obtained by email@example.com