Terms & Conditions

1. TURNAROUND

1.1 Most repairs fall within the “standard repair” category, which represents approximately 80% of all jobs. These are typically completed within 1–5 working days. The estimated turnaround time will always be clearly communicated to the customer before they commit to the repair.

1.2 In some cases, after initial inspection or repair attempts, a job may prove more complex. This may be due to factors such as extensive circuitry faults, intermittent issues, or limited availability of replacement parts. These jobs, representing approximately 15% of cases, are classified as “complex repairs.” If a job falls into this category, the customer will be informed as soon as possible. Turnaround times may extend to approximately 5–14 working days. If the customer does not wish to proceed with the extended timeframe, they may withdraw the job and collect the device, with no charge for work carried out up to that point.

1.3 A small number of repairs (approximately 2–5%) fall into the “backburner repair” category. These are typically extremely challenging cases due to complex fault conditions or limited availability of components. In many cases, these are devices that other repair providers are unwilling to undertake. At LabWorks, we may still choose to proceed with such repairs. The customer will be clearly informed before any work begins. Repairs in this category may take significantly longer, ranging from several weeks to, in rare cases, months. Work will be carried out during quieter periods and is dependent on overall workload. The customer may withdraw the job at any time. If the repair is unsuccessful, no charge will be made.

1.4 In certain situations, repair times may exceed the estimated turnaround due to factors outside of our control, such as high workload, parts delivery delays, or supplier-related issues. We are committed to keeping customers informed of any potential delays and will aim to identify and communicate them before the customer commits to the repair. For example, if parts need to be sourced from overseas suppliers, this will be clearly communicated in advance.

2. WARRANTY

2.1 All repairs are covered by a 90-day labour warranty.

2.2 The warranty applies strictly to the scope of the work carried out. For example, if a laptop battery is replaced, the warranty covers the battery and the labour associated with that specific replacement.

2.3 Where hardware is supplied as part of the repair, that component may carry a longer warranty than the standard 90-day labour warranty. Specific details will be provided on a case-by-case basis. For instance, an installed SSD may come with a 1-year manufacturer warranty. Within that period, the component may be repaired or replaced free of charge. However, labour is only covered for 90 days. If a component fails after this period but within its own warranty, the part may still be replaced free of charge, but installation will be chargeable.

2.4 All warranties are Return-to-Base (RTB). The customer is responsible for delivering the device for warranty repairs and collecting it afterwards. The drop-off address will be provided after submitting a warranty request.

2.5 In the event of a warranty claim, all cases are processed in a standardised manner. The device will first be assessed, after which we will either carry out a repair to resolve the issue or issue a full refund if the repair is not possible or not economically viable. We always aim to repair the device first.

2.6 Any physical damage, signs of tampering, or unauthorised repair attempts will void the warranty.

3. CUSTOMER DATA

3.1 The IT Guy LabWorks will take the utmost care with all customer data. We will never copy or retain any customer data without clear written permission and will always inform the customer of any potential risks of data loss.

3.2 However, we cannot be held liable for any data loss. Customers are strongly advised to back up and retain copies of their data at all times. We recommend the use of cloud-based backup solutions.

3.3 If any storage device (such as SSD, HDD, pendrive, or memory card) is supplied during the repair, that device will be covered under its respective warranty. However, we cannot be held liable for any data loss resulting from failure of such devices. Customers remain responsible for backing up their data at all times.

4. UNCOLLECTED DEVICES

4.1 Devices must be collected within 14 days of notification that the repair is complete (unless agreed otherwise in advance).

4.2 After this period, we reserve the right to charge a storage fee (10% of the repair cost).

4.3 If a device is not collected within 60 days and no contact is made, we reserve the right to dispose of the device or sell it to recover costs.

5. PAYMENT

5.1 Payment for repairs is due upon completion, unless agreed otherwise in advance.

5.2 We reserve the right to request partial or full upfront payment for parts before commencing the repair.

5.3 Devices may be retained until full payment has been received.

6. NO FIX – NO FEE

6.1 If we are unable to resolve the originally reported fault, no repair charge will be made.

6.2 This applies only to the initially reported issue. Any additional faults discovered during the repair process may be quoted separately.

7. PRE-EXISTING CONDITIONS

7.1 Devices submitted for repair may already have underlying faults or damage.

7.2 In rare cases, due to the nature of electronic repairs, attempts to diagnose or repair a fault may result in further failure of the device.

7.3 By submitting a device for repair, the customer acknowledges and accepts this risk.