Terms of Service

Last updated: April 30, 2025

1. Introduction and Agreement

1.1. These Terms of Service constitute an agreement between you (“Customer”, “you” or “your”) and Fixfactor, and govern your use of our website and services.

1.2. Fixfactor operates under the following business structure:

Evolfe LTD (company number: 12142547) is the owner of the Fixfactor brand and operates the Oxford Street location (4 Winsley St Mappin House, Spaces, W1W 8HF, London).
AC TECH FIX LTD operates the Fixfactor Wimbledon location (136 Kingston Road, London, SW19 1LY) under an annual license agreement with Evolfe LTD.

1.3. References to “Fixfactor”, “our”, “us”, or “we” refer to either Evolfe LTD or AC TECH FIX LTD, depending on which location provides the service. Both entities operate under the same terms, standards, and processes.

1.4. By using our website or services, you agree to comply with and be bound by these Terms of Service. If you do not agree with any part of these terms, please do not use our services.

2. Repair Services

2.1. Manufacturer Relationships: Fixfactor is not affiliated with device manufacturers in any way. Use of our service may void the manufacturer’s warranty.

2.2. Replacement Parts: Fixfactor uses high-quality replacement parts that offer the same functionality as original parts. However, in some cases, displays may have slightly different color saturation or brightness compared to original manufacturer parts.

2.3. Device Passcode: The passcode of your device is needed to test it before and after service. If you prefer to keep this information private, we can still proceed with your appointment, but we will not be able to perform a full functional check until you return to the store, which may delay the provision of service if adjustments need to be made.

2.4. Service Timeframes: Time estimates given for completion of service are estimates only and do not form any obligation. We will aim to return your device within the agreed timeframe; however, complications (such as faulty replacement parts, additional problems with the device, or failed tests) may delay completion of the service.

2.5. Completion of Service: We will inform you when the service has been completed and your device is ready for collection via email/phone unless we have agreed otherwise.

2.6. Completed Repairs: Successfully completed repairs cannot be cancelled or refunded.

2.7. Repair Withdrawal: If you withdraw your device from an ongoing repair, a service charge (diagnostic fee) will be applied and must be paid before the device is returned.

2.8. Upfront Payments: Diagnostic fees and water damage cleaning services must always be paid upfront and are non-refundable due to the nature of these services.

2.9. Service Performance: Fixfactor will make all reasonable efforts to repair your device, subject to the availability of parts required and/or the terms of any relevant guarantee or warranty. We shall perform all services using our utmost care and skill.

2.10. Service Limitations: If we are unable to complete the service for any reason, or if the service will incur further costs payable by you, we will notify you immediately.

2.11. Charges: All charges will be subject to applicable government taxes or duties. The cost of repair will be calculated, where possible, in accordance with our standard charges as published on our website or communicated at the time of service.

2.12. Device Retention: We will keep your device until all charges payable have been paid in full.

3. Warranty

3.1. Our out-of-warranty/chargeable repairs are guaranteed for 6 months from the date the device is ready for collection. The warranty includes the repaired part(s) only and does not include further damage to the repaired part(s). For full details, please see our Warranty Policy.

3.2. Specialized Repairs: Micro-soldering (board level) repairs are covered by a 3-month warranty.

3.3. Services Without Warranty: Liquid damage cleaning and software repairs are not covered by warranty unless replacement parts have been used. In such cases, the warranty covers only those parts.

3.4. Customer-Provided Parts: Warranty for installing replacement parts provided by the customer covers only the fitting of the part and doesn’t guarantee any functional aspects. Please use this service only if you are willing to take full responsibility for the success or failure of the repair.

3.5. Screen Repairs: Fixfactor screen repair warranty does not cover physical damage or any issues due to bends in the device frame.

3.6. Warranty Limitations: The warranty covers only malfunctions related to the subject of the repair, not any additional problems with the device or problems due to intentional or accidental damage. Any problems different from the subject of the repair and reported later than 1 day from the repair being completed will not be considered under the warranty. We reserve the right to deny any warranty if we believe the device has been physically damaged.

3.7. Warranty Voiding: Opening the device yourself or having it serviced by another business voids Fixfactor’s warranty.

4. Liability

4.1. Data Responsibility: Any data or information stored on your device shall remain your sole responsibility. We accept no liability for loss or corruption of such data, however caused. We highly recommend that you back up your device to an external drive prior to your repair.

4.2. Water Resistance: Fixfactor cannot guarantee restoration of water-proofing or water resistance following a repair.

4.3. Repair Risks: Some repairs involve risk of further damage, which you will be notified of before we start the service. By proceeding with the repair, you take full responsibility and agree to pay for resolving any additional damages that may arise during the service. If you decide to cancel the repair without restoring consequential damages, the device will be returned unrepaired and damages may be visible.

4.4. Non-Responsive Devices: If your device is non-responsive, not receiving power, or not powering on, Fixfactor considers it ineligible for device pre-check. By being ineligible for pre-check, we cannot be held responsible for what may be potentially broken beyond what you have reported. By agreeing to these terms, you authorize us to do whatever is necessary to fix your device, including but not limited to removing the device casing, motherboard, or small device components and cables.

4.5. Devices from Other Repair Services: A device that does not power on and comes from another repair service is considered a high-risk repair due to the possibility of damage by a previous technician. You understand that the condition inside the device is unconfirmed, and we are not liable for any damages discovered during diagnostics. You will be informed immediately if we notice any physical or suspicious damages.

4.6. Visibly Damaged Devices: If your device has significant visible damages, Fixfactor won’t be liable for what may occur during disassembling such a device. Damages may be more severe than visible and if we start opening such a device, some additional problems may appear. You accept that such malfunctions are not caused by Fixfactor and cannot be compensated under terms of company’s responsibilities.

4.7. Additional Faults Discovered During Diagnostics: If your device develops additional faults or does not work completely as a result of our initial diagnostics process, we are not liable if we discover any signs of past liquid damages including corrosion inside the device or if we find that it has been previously repaired by another company. We won’t be able to inspect your device before we actually disassemble it. If any issues of this kind arise with your device, we will document them with pictures.

4.8. Damage During Repair: If your device is damaged beyond economical repair as a direct result of a service or repair undertaken by Fixfactor, you are entitled to a fully functional refurbished device of equal value to your device, based on its model and condition as received, with the original repair issue resolved. To receive a replacement device, full payment must have been received for the repair service, and the damaged device must be surrendered to Fixfactor.

4.9. Limitation of Liability: In no circumstance shall we be liable to you for any indirect, special, or consequential loss arising out of or in connection with this Agreement, including any loss of business, revenue, profits, anticipated savings, goodwill, or any other indirect or consequential loss or damage whatsoever.

4.10. Exceptions to Liability Limitations: Nothing in this Agreement 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.

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

5. General Provisions

5.1. Force Majeure: 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.

5.2. No Waiver: 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.

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

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

5.5. Severability: 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 it shall not affect the validity of the balance of the Agreement, which shall remain valid and enforceable according to its terms.

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

5.7. Governing Law: This Agreement shall be governed by the laws of England and Wales and shall be subject to the exclusive jurisdiction of the English Courts.

6. Website Terms & Conditions

6.1. Content: The content of the pages of this website is for your general information and use only. It is subject to change without notice.

6.2. No Warranty: Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness, or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors, and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

6.3. Use at Own Risk: Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services, or information available through this website meet your specific requirements.

6.4. Intellectual Property: This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance, and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.

6.5. Trademarks: All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.

6.6. Unauthorized Use: Unauthorized use of this website may give rise to a claim for damages and/or be a criminal offense.

6.7. External Links: From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).

6.8. Website Use: Your use of this website and any dispute arising out of such use of the website is subject to the laws of England and Wales.

7. Refunds

7.1. Refund Policy: We offer a 30-day refund policy on all orders, including repair services that have not yet been started.

7.2. Online Orders: For online orders, if your device is already with us but we have not yet started the repair, you will be responsible for shipping costs back to you.

7.3. Refund Processing: Any refunds will be processed within 7 days, and you should receive your money back within 14 days.

7.4. Consumer Rights: This refund policy does not affect your statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection laws.

8. Unclaimed Devices

8.1. Any devices left at Fixfactor’s facilities unclaimed or with overdue invoices for more than 60 days from the creation of the service ticket will be disposed of without the possibility of retrieval and without compensation of any kind.

9. Data Protection

9.1. Data Controllers: Evolfe LTD and AC TECH FIX LTD act as joint data controllers for personal data processed through Fixfactor services.

9.2. Personal Information: We collect your personal information (such as name, address, contact details) to provide you with updates about your repair and notify you when the service has been completed.

9.3. Consent: By agreeing to these Terms of Service and using our services, you consent to our use of your personal information as described in our Privacy Policy.

9.4. Marketing Communications: If you do not wish to receive contact from us, simply email hello@fixfactor.co.uk.

9.5. Further Information: For complete details about how we collect, use, and protect your personal data, please refer to our Privacy Policy.

10. Indemnification

10.1. You agree to indemnify, defend, and hold harmless Fixfactor, its officers, directors, employees, agents, licensors, suppliers, and any third-party information providers to the Service from and against all losses, expenses, damages, and costs, including reasonable attorneys’ fees, resulting from any violation of this Agreement (including negligent or wrongful conduct) by you or any other person accessing the Service.