Terms of Service

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 is operated by AC TECH FIX LTD (company number 14414393) from its workshop at 136 Kingston Road, London SW19 1LY. The Fixfactor brand is owned by Evolfe LTD (company number 12142547) and licensed to AC TECH FIX LTD.

1.3. References to “Fixfactor”, “our”, “us” or “we” mean AC TECH FIX LTD.

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. Changing your mind: If you withdraw a repair you have already approved, the diagnostic fee is payable and the device is returned once it is paid. Parts we have ordered go back to the supplier where we can. Where the withdrawal is for a reason that is not ours, we may charge a restocking fee — usually 15% of the part price — to cover sending the part back. Parts already fitted cannot be returned and are charged.

2.8. The diagnostic fee: Hands-on diagnostics are charged at the fee quoted to you before you authorise them. The fee is payable upfront and buys the diagnostic work itself: what has failed, whether it can be repaired, and what that would cost. If you approve the repair and we complete it successfully, the fee comes off the repair price. If you decide not to go ahead, the fee covers the diagnostic work already done. Water damage cleaning is charged and paid the same way: it covers the decontamination work, whose outcome cannot be guaranteed.

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.

2.13. Telling us about the device: Before we start, tell us everything you know about the device: every fault, not just the one you are bringing it in for, plus any liquid exposure, drops, and any previous repair by anyone else. We can only plan a safe repair around problems we know about. A fault that was already there and that you had not told us about is not something our repair caused, and it is not covered by our warranty.

2.14. If a repair does not succeed: You are never charged for a repair that did not succeed. What else you pay depends on why it failed. (a) If the reason is us — a wrong diagnosis, or a mistake in our work — you pay nothing at all and any diagnostic fee already paid is refunded. (b) If the reason is outside our control — a part that can no longer be sourced, damage that only became visible once a component had to be removed, or media that turns out to be worse than the assessment could show — the diagnostic fee stands, because that work was done. (c) Parts ordered in the UK go back to the supplier and are not charged to you, unless we agreed otherwise with you before ordering.

2.15. Cancelling a mail-in or online booking: If you booked online, by phone or by post, you may cancel within 14 days without giving a reason. What you pay depends on how far we have got. Nothing ordered and nothing started: no charge, beyond any diagnostic already carried out. Parts ordered but not fitted: a restocking fee, usually 15% of the part price. Parts fitted: those parts and the work already done are charged. Repair completed: the right to cancel no longer applies. We tell you this before we begin, and we begin only when you ask us to.

3. Warranty

3.1. Chargeable repairs that involve replacing a part are guaranteed for 6 to 12 months from the date the device is ready for collection. The exact period follows the warranty given to us by the parts supplier, and we tell you which one applies to your repair. 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: Motherboard and micro-soldering (board level) repairs are covered by a 6-month warranty. Water damage cleaning itself is not covered by a warranty: the cleaning fee is paid upfront, is non-refundable and covers the decontamination work, whose outcome cannot be guaranteed. Any further repair quoted and carried out after cleaning is covered by a 6-month warranty.

3.3. Services Without Warranty: Software repairs are not covered by warranty unless replacement parts have been used; in that case the warranty covers only those parts. Data recovery carries no warranty: you confirm the recovered files before payment is taken, and once you have confirmed them the fee is not refundable.

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. What the warranty covers: Our warranty covers the repair we carried out and the part we fitted. It does not cover a different fault, accidental damage, or damage caused after the repair. If you notice a problem that is not related to the repair, tell us within 3 days of collecting the device, so we can check whether it is connected to our work. After that we remain responsible for the repaired component only. This paragraph is about our own guarantee. It does not limit your legal rights.

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

4. Liability

4.1. Your data: Back up your device before you hand it to us, by whatever means you can. We never delete your data deliberately, and in most repairs your data is untouched — but a repair can result in data being lost, and many devices reach us with data that is already gone or already unreachable. We cannot guarantee that data will survive a repair, and a repair is not a data recovery service. If you need data recovered, ask us for data recovery, which is a different service with its own terms. Our responsibility for anything data-related is subject to the overall limit in clause 4.9.

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

4.3. Risks we tell you about before we start: Some repairs carry a real risk to a part that is already damaged or already weak — a battery that can only be reached by removing a screen that is already cracked, for example. The screen may not survive being taken off, however carefully it is done. Where we can see such a risk, we tell you what it is and what it would cost before we start, and you decide whether to go ahead. If you ask us to proceed and the named risk then happens, the cost of putting it right is yours. If you would rather not take that risk, say so and we return the device untouched. This clause is only about risks we have named to you in advance. It does not apply to damage we cause ourselves — see clause 4.7.

4.4. Devices that do not power on: If a device does not respond or does not power on, we cannot check its condition before opening it — no pre-repair test is possible. We document what we find. Faults that were already there, and that we could not have seen without opening the device, are not faults our repair caused.

4.5. Devices previously repaired elsewhere: A device that has been opened by someone else may be missing screws or brackets, have damaged connectors, or have parts fitted that are not the ones it left the factory with. We cannot know this until we open it. We tell you and photograph what we find. Conditions of this kind were there before we started.

4.6. Pre-existing damage: Visible damage is often the smaller part of the picture: a device that has been dropped or exposed to liquid can carry corrosion or cracked components that only appear once it is open. We photograph the condition we receive the device in, and we photograph anything we find inside. Damage that was already present is not damage we caused; repairing it is a separate job we will quote for separately.

4.7. Damage we cause: If something goes wrong through our work, it is ours to put right. Where we damage a part during a repair, we replace or repair it at our cost. You are not charged for our mistakes.

4.8. If a device cannot be given back working: In the rare case where a device is damaged beyond economic repair as a direct result of our work, we provide a replacement of the same model in a comparable condition to the one we received, with the original fault resolved — or, if you prefer, its equivalent value. You are not charged for the repair, and anything already paid for it is refunded. The damaged device comes back to us as part of the exchange.

4.9. The limit of what we owe: Whatever the claim, and however it arises, our total responsibility to you is limited to the value of the device as we received it — its market value as a working device of that model, age and condition — and will never be less than what you paid us. That limit covers everything together, including any claim about data. We are not responsible for indirect or consequential loss: lost business, lost revenue, lost profit, lost savings, damage to reputation, or the cost of your time.

4.10. What we never limit: Nothing in these terms limits or excludes our responsibility for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; any liability under the Consumer Protection Act 1987; or anything else that cannot be limited by law. Nothing in these terms affects your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015.

4.11. Telling us about a problem: If something is wrong, tell us as soon as you reasonably can. The sooner we hear, the more we can find out and the more we can do about it. This is a request, not a deadline, and it does not affect your statutory rights.

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.

11. Contact Information

• Company: AC TECH FIX LTD (company number 14414393), trading as Fixfactor
• Address: 136 Kingston Road, London SW19 1LY
• Email: hello@fixfactor.co.uk
• Phone: 020 8543 7088
• Brand owner: Evolfe LTD (company number 12142547), which licenses the Fixfactor brand to AC TECH FIX LTD