Terms & Conditions for Fix My TomTom
The repair price quoted by our system is an based on the information you have provided to us either on the website or in another form. It is possible that the price to repair the unit is higher than the estimated price (for example, if the information provided was inaccurate, or if your unit has other faults). On these occasions you will be contacted via email or phone to authorise a new repair quotation.
- Turnaround time
Repairs usually take 3-5 working days from the date they arrive at our repair centre, this excludes the time taken for return delivery which is outside of our control (although we use a next-day service for the vast majority of units). During busier times repairs can take longer to be processed.
- Return postage
Please note that postage covers UK mainland only. We can send repairs worldwide - but prices vary per country. Please contact us for a price before sending in a repair.
- Repair warranty
Our repairs carry a limited 3 month warranty except the following:
If any further physical or liquid damage occurs after the repair it will not be covered by our warranty.
- liquid damage repair - 30 day warranty
- Console main board repairs - 30 day warranty
In the unlikely event your device becomes faulty within the warranty period please send the device back with a copy of the receipt or Ref No. and a covering letter stating current fault (we are not liable for your costs to return the unit to us). We will investigate and respond within 3 working days. If the problem is related to the initial repair, we will carry out a further repair free of charge and return at no cost. If the unit has further problems not related to original repair or parts not replaced in previous repair we will contact you and let you make a decision with regards to the cost. We will attempt a re-repair on your unit TWICE after the initial repair. If after this, the unit is still faulty we will issue a refund (minus the minimum charge and postage). We will need to see the unit and make sure its faulty prior to issuing a refund.
To clarify: If you send a device to us under the repair warranty, the cost of the postage to send the unit to us will be covered by you, however we will return the unit to you free of charge if a problem is found. If the problem is not related to the original fault or no fault is found, return postage charges will apply.
- Minimum Charge
All repairs carry a "minimum charge". This cost covers engineer's time and any parts used to attempt to repair the device. After inspection, the minimum charge will become due when:
- The TomTom is Beyond Economical Repair
(i.e. it would be cheaper to replace the TomTom than fix it)
- We provide a new repair quotation and you refuse this quotation
The minimum charges are as follows:
- Mobile phone £19.95
- All Liquid Damage related Repairs £29.95
- Sat Nav £19.95
- iPad £19.95
- Large consoles £29.95
- Laptop repairs £35.94
Note that return postage cost will be charged in addition to the minimum charge. At our discretion we may waive the minimum charge if you give us permission to use the damaged device for spare parts.
- Unpaid repairs
Your device will be held for a maximum of 60 days after they are either repaired, deemed BER or requiring a requote. We will make reasonable attempts to contact you either by phone or email at least 3 times. If you have not made payment within 60 days, the unit will be auctioned to recover our costs.
- Liquid Damage Repairs
Liquid damage repairs can be very temperamental and are carried out on a "best endeavours" basis. On occasions the original fault can reappear after the device has been repaired and sometimes the faults can even get worse after a period of time. We are not responsible for any further faults which occur after the repair process is carried out.
- Accessories, Games, Power Supplies
Please do not send any accessories (or Console games/disks) in with your repairs unless we have specifically requested them (e.g. for a power problem we may request the charger or power supply). We cannot be held responsible for any loss or damage to accessories whilst in our possession (SIM cards, memory cards, chargers, boxes, cases, cables, mounts etc). On occasions we may ask for certain accessories to be sent in after our initial diagnosis for further testing as they may be related to the fault.
- User data / information
We will do our utmost to retain any data on your device, however we cannot be held responsible for loss of any data, including;
- Photos, videos & music
- Saved game data (for Consoles)
- Favourites locations (for Sat Navs)
- Music (e.g. MP3)
- Files, Folders
- Any data or programs not supplied by manufacturer when new
Please ensure you backup your device before sending it to us, as mentioned we do not intentionally wipe your device unless we have to and we will notify you prior to doing so.
Payments are requested by email once a repair has either been completed successfully or if the device has been deemed BER or you refuse a requote. Cheque payments will be subject to a clearance delay of approximately 5-7 working days.
We accept Visa, Mastercard, Switch, Maestro, Solo, Visa Delta & PayPal via our online payment system.
- Mistakes in bills, receipts or payments
Whilst we endeavor to ensure accuracy in all that we do, occasionally mistakes do happen. We will correct any mistakes in bills, receipts or payments as soon as possible, and no later than 30 days of agreeing to do so.
- General Disclaimer
All repairs are carried out on a best endeavours basis. All our repair technicians have been in this field for many years and have 1000's of repairs under their belts, we pride ourselves on our technical "know how" and expertise. Whilst we take the utmost care during the repair of your handset we are not responsible for any complications or further faults that arise during the repair process. On very rare occasions it is possible for your device to have further faults appear/occur during the repair, we will endeavour to assist with this and repair any further faults that you have paid extra to have repaired, but on some occasions unfortunately the repair may not be successful and your device may be completely unrepairable. This is a general disclaimer that you must accept as you would accept personally before surgery of any kind, the same rule applies to electronic repairs.
- Lock Codes / Passwords
We would request that you remove any lock codes or passwords on your device as we will need to test your unit after we repair it.
Alternatively, you could supply us with the password or code but we recommend you back up your device first then reset it before sending it to us. If you don't supply us with the code or password and you have not removed the lock/pass either we cannot be held responsible for any faults with your device as without access to the device we cannot test its full functionality after the repair process is complete.
- Waterproof / Splash proof Devices
The current range of devices that are sold as being waterproof or splash proof are sealed in the factory with special machines and special liquid proof gaskets. When we change a screen on such a device or carry out any repairs that involve the opening and closing of your handset we cannot guarantee that your device will be 100% waterproof or splash proof after the repair process is completed. We actually replace all gaskets required but only the manufacturers of the device have access to the equipment which pressurises the device.
We have many satisfied customers, and our complaint resolution system helps us to ensure that our customers are satisfied, even when things go wrong.
If you have a complaint, please contact us either by email or by letter. Upon receipt of your complaint, we will investigate to see what went wrong so that we can resolve it to your satisfaction, and to avoid reoccurrence in the future.