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Terms and Conditions of Service
Effective Date: August 2026
Business Name: FoneFix Honiton (“FoneFix”, “we”, “us”, “our”)
Customer: The individual or legal entity engaging our services (“you”, “your”)
These Terms and Conditions apply to repair, diagnostic and related services provided by FoneFix Honiton and should be read alongside your statutory rights, including those provided by the Consumer Rights Act 2015.
By submitting a device to us, instructing us to carry out work, or completing an online repair booking, you confirm that you have read and agree to these Terms and Conditions.
Nothing in these Terms excludes or restricts any statutory consumer right that cannot lawfully be excluded or restricted.
1. Scope of Services
1.1 We provide diagnostic, repair, replacement and related technical services for electronic devices, including smartphones, tablets, laptops and similar equipment.
1.2 We reserve the right to decline work where we reasonably consider that a repair cannot safely or appropriately be undertaken, where suitable parts or equipment are unavailable, or for another legitimate business reason.
1.3 Unless expressly agreed otherwise, repair times and completion dates are estimates rather than guaranteed deadlines.
1.4 We will take reasonable steps to complete work within the estimated timeframe but delays may occur because of parts availability, supplier delays, additional or previously unidentified faults, manufacturer restrictions or circumstances outside our reasonable control.
1.5 Where a significant delay occurs, we will endeavour to keep you reasonably informed.
2. Payment, Estimates, Parts and Cancellations
2.1 Payment
Payment may be required in advance, in part, or upon completion of the service, depending on the repair and parts required.
2.2 Release of Devices
Devices will normally only be released once all amounts properly due in relation to the agreed work have been paid.
2.3 Additional Work
Where additional or unrelated faults are identified which require further chargeable work, we will seek your approval before carrying out that additional work.
We will not carry out materially different chargeable work without your agreement.
2.4 Diagnostic / Bench Fee
A diagnostic or bench fee of £30 may apply to devices submitted for inspection or diagnosis.
Where applicable, the fee will be made clear before diagnostic work begins.
Once diagnostic work has commenced, the fee remains payable for the diagnostic service performed, including where:
- you decide not to proceed with the proposed repair;
- the device is found to be beyond economical repair;
- no economically viable repair can be identified; or
- repair is not possible because of the condition or underlying faults of the device.
Any diagnostic fee does not affect your rights where the diagnostic service itself has not been carried out with reasonable care and skill.
2.5 Cancellation and Parts Ordered
Where you cancel a repair after work has begun, you may be required to pay for work reasonably carried out up to the point of cancellation, where permitted by law.
Some replacement parts may be ordered or obtained specifically following your confirmed repair instruction or online booking.
Where you subsequently cancel or change the requested repair, we may seek to recover reasonable and unavoidable losses that we have actually incurred as a direct result, including costs relating to parts that cannot reasonably be cancelled, returned to our supplier or used for another customer.
We will take reasonable steps to reduce or avoid such losses.
Any cancellation, parts or restocking charge will be reasonable and will not exceed the amount we are legally entitled to recover.
Nothing in this section removes any statutory cancellation right that applies to you.
UK consumer-contract guidance warns against disproportionate cancellation charges and automatic loss of advance payments, which is why this provision is based on reasonable loss rather than an automatic fixed penalty.
2.6 Online Repair Bookings and Cancellation Rights
Where a repair service is booked online or otherwise at a distance, statutory cancellation rights may apply.
Where you expressly request that we begin providing the repair service during an applicable statutory cancellation period, you may be required to pay for services already provided if you subsequently exercise a right to cancel, where permitted by law.
Where the service has been fully performed during the cancellation period following the required request and acknowledgement from you, statutory cancellation rights may be affected in accordance with applicable consumer law.
2.7 Quotations
Unless stated otherwise, quotations are based on the information and device condition known to us when the quotation is issued.
If further faults or materially different circumstances are subsequently discovered, we may provide a revised quotation.
We will obtain your agreement before carrying out additional chargeable work.
3. Repeat Performance and Statutory Remedies
3.1 We will perform our repair and diagnostic services with reasonable care and skill as required by the Consumer Rights Act 2015.
3.2 Where a service has not been performed with reasonable care and skill or does not otherwise conform to the contract, you may have the right to require repeat performance.
3.3 Where repeat performance is required by law, it will be carried out within a reasonable time, without significant inconvenience and without additional cost to you.
3.4 Where repeat performance is impossible, or cannot be completed within a reasonable time and without significant inconvenience, you may have the right to an appropriate price reduction, which may include a refund where applicable.
3.5 Nothing in these Terms restricts any additional remedy available to you under applicable law.
These provisions reflect sections 55–57 of the Consumer Rights Act.
4. Repair Warranty
4.1 Warranty Periods
Unless otherwise stated at the time of repair, our repair warranty periods are:
- Standard screens: 6 months
- Batteries: 6 months
- Other replacement parts: 12 months
- Premium screens: Lifetime Limited Warranty
4.2 What the Warranty Covers
Our repair warranty covers defects in parts supplied and fitted by FoneFix and faults resulting from our workmanship during the applicable warranty period.
4.3 Warranty Exclusions
The warranty does not cover faults or damage resulting from:
- accidental or physical damage;
- impact, crushing, excessive pressure or misuse;
- liquid or moisture damage;
- software or firmware problems;
- malware or third-party software;
- pre-existing or unrelated faults;
- subsequent third-party repair, modification or tampering which causes or contributes to the fault;
- normal wear and tear; or
- failure of another component unrelated to the part we supplied or work we carried out.
4.4 Third-Party Work
Subsequent repair, modification, tampering or disassembly by another person may invalidate warranty coverage where that work causes, contributes to, interferes with or prevents us from properly assessing the claimed fault.
Third-party work will not automatically remove your statutory rights in relation to an unrelated defect which it did not cause or contribute to.
4.5 Inspection
All warranty claims are subject to reasonable inspection and verification.
4.6 Lifetime Limited Warranty
Where we advertise a Lifetime Limited Warranty, “lifetime” means for as long as the original customer owns and uses the repaired device and the covered replacement part remains fitted to that device.
The Lifetime Limited Warranty is non-transferable.
It does not guarantee the natural lifespan of the device or replacement part and remains subject to the exclusions in this section.
4.7 Statutory Rights
Our repair warranties are provided in addition to your statutory consumer rights and do not replace or restrict them.
5. Repair Risks and Device Condition
5.1 Electronic devices may contain pre-existing, intermittent, concealed or underlying faults that cannot reasonably be identified before disassembly or testing.
5.2 Additional faults may become apparent during or following repair.
5.3 We are not responsible for a pre-existing or underlying fault merely because it becomes apparent during or following repair, unless the fault or damage was caused by our failure to exercise reasonable care and skill.
5.4 Devices that have previously suffered significant impact, liquid ingress, structural damage, corrosion, unauthorised modification or previous repair may present an increased risk during disassembly and repair.
5.5 Bonded and Integrated Components
Modern devices frequently contain displays, batteries, glass panels, cables, connectors and other components that are bonded, adhered or integrated into assemblies.
Where a component is already weakened, damaged or affected by previous repair, liquid ingress or deterioration, normal and reasonably careful disassembly may reveal or worsen that pre-existing weakness.
Where additional replacement becomes necessary because of such pre-existing condition rather than a failure by us to exercise reasonable care and skill, we will discuss any additional charge with you before proceeding.
5.6 Cosmetic Effects
Some repairs may result in minor cosmetic differences or evidence of disassembly that is reasonably unavoidable given the construction, age or prior condition of the device.
This does not permit damage caused by a failure to exercise reasonable care and skill.
5.7 Post-Repair Functionality
Following repair, we will undertake testing reasonably relevant to the work performed where circumstances permit.
We are not responsible for an unrelated fault occurring or becoming apparent after repair unless it was caused by our work or a part supplied by us.
5.8 Device Condition Records
We may record the physical condition of a device before, during or after repair using photographs, notes, diagnostic results or other appropriate records.
These records may be used to document device condition, assist diagnosis, manage warranty claims and resolve disputes and will be handled in accordance with our Privacy Policy and applicable data-protection law.
6. Diagnostics and Fault Identification
6.1 A diagnostic assessment reflects the condition and behaviour of the device at the time it is examined.
6.2 Intermittent faults may not occur during testing and therefore may not always be reproducible or identifiable.
6.3 Some faults cannot be fully diagnosed until another known fault has first been repaired or a component has been replaced.
6.4 Additional or underlying faults may therefore become apparent during or after repair.
6.5 If additional work is required, we will provide appropriate information and seek your agreement before carrying out further chargeable work.
6.6 If a fault is reported following repair, we may inspect the device to determine whether the fault relates to our workmanship or a part we supplied.
Where the fault is unrelated to our work, further diagnosis or repair may be chargeable.
7. Parts, Compatibility and Manufacturer Features
7.1 Depending on the repair option selected, we may supply genuine manufacturer parts, OEM parts, refurbished parts, aftermarket parts or other compatible replacement components.
7.2 The type or grade of part supplied will be as described or agreed for the particular repair.
7.3 Compatible or aftermarket components may differ from the original manufacturer component in characteristics such as display technology, brightness, colour reproduction, touch response, power consumption, appearance or other performance characteristics.
7.4 Certain manufacturer features may be affected by component replacement, including calibration functions, True Tone, battery-health information, parts-pairing functions, system messages or repair-history notifications.
7.5 We are not responsible for restrictions imposed by a device manufacturer which cannot reasonably be avoided when performing a third-party repair, provided that any relevant known limitation has been appropriately described where required.
7.6 Water and Dust Resistance
Opening or repairing a device may affect its original manufacturer-rated resistance to water, moisture or dust.
Although replacement seals or adhesive may be fitted where appropriate, unless we expressly agree otherwise in writing, we do not guarantee that a repaired device will retain its original manufacturer IP rating or equivalent water/dust resistance.
You should therefore not rely on a repaired device as being waterproof or water-resistant.
7.7 Batteries
Battery performance and runtime depend on numerous factors including device age and condition, software, applications, signal strength, usage, charging behaviour and other hardware.
Replacement of a battery does not guarantee a particular number of hours or days of runtime unless expressly agreed.
Battery-health figures displayed by device software may be estimates and may also be affected by manufacturer calibration or parts-pairing systems.
8. Data, Privacy and Device Access
8.1 You are responsible for maintaining an appropriate backup of important data before submitting a device for repair wherever reasonably possible.
8.2 Repair and diagnostic processes can occasionally involve data loss, reset, corruption or software restoration.
8.3 We will exercise reasonable care when handling your device and data but cannot guarantee preservation of data in every repair scenario.
8.4 Nothing in this section excludes liability for data loss caused by our failure to exercise reasonable care and skill where liability cannot lawfully be excluded.
8.5 We will only access device data where reasonably necessary for diagnosis, testing or repair and in accordance with applicable data-protection requirements.
8.6 Information supplied in connection with your repair will be handled in accordance with our Privacy Policy.
8.7 You consent to us contacting you where reasonably necessary regarding your enquiry, quotation, booking or repair.
9. Device Access and Testing
9.1 Proper diagnosis and post-repair testing may require access to functions protected by a PIN, passcode, password, account security feature or other device lock.
9.2 You are not required to provide a passcode, but if sufficient access is not available our ability to diagnose or test the device may be limited.
9.3 Where testing is restricted because access has not been provided or a manufacturer security feature prevents testing, we cannot reasonably be expected to identify faults or verify functions that could not be accessed.
9.4 You should remove or disable any security feature that you have agreed with us needs to be removed or disabled for the repair, where reasonably possible.
10. Customer-Requested Repairs Without Full Diagnosis
10.1 You may instruct us to carry out a particular repair or replace a specific component without asking us to undertake a full diagnostic assessment.
10.2 Where we have not undertaken a full diagnostic assessment, our agreement to perform the requested repair does not constitute confirmation that the selected component is the sole cause of the symptoms you have reported.
10.3 Unless expressly agreed otherwise, we do not guarantee that a customer-selected component replacement will resolve symptoms caused by another, underlying or additional fault.
10.4 Where the requested repair has been completed correctly and the replacement part is functioning as intended, the continued existence of symptoms caused by an unrelated or underlying fault does not, by itself, mean that the requested repair was performed incorrectly.
10.5 Where we become aware before or during repair that additional or alternative chargeable work appears necessary, we may pause work and seek further instructions.
10.6 Nothing in this section removes our obligation to perform the requested service with reasonable care and skill or your rights in relation to defective parts or workmanship.
11. Online Repair Guidance and Repair Selection
This section is particularly relevant to the new repair-selection system.
11.1 Our website may use information you provide about your device, symptoms or visible damage to help identify a repair option that appears to correspond with the information provided.
11.2 Online repair guidance is intended to assist you in selecting a repair. It is not a technical diagnosis and does not guarantee that the suggested repair will resolve every fault affecting the device.
11.3 The guidance is dependent upon the accuracy and completeness of the information you provide.
11.4 Before completing an online booking, you should check that the repair selected corresponds with the fault or physical damage affecting your device.
11.5 If you are unsure which repair is required, you should contact us or submit a repair enquiry before booking rather than selecting a repair you are uncertain about.
11.6 Where you confirm and purchase a particular repair online, we may rely upon that confirmed selection when obtaining or allocating parts for your booking.
11.7 Where the repair selected by you has been correctly carried out and the supplied component functions correctly, the existence of a separate or underlying fault does not, by itself, mean that the selected repair service was defective.
11.8 If you subsequently request a different repair or cancel after we have reasonably incurred costs in reliance upon your confirmed selection, the cancellation and parts provisions in Section 2 may apply.
11.9 Online guidance does not remove our obligation to perform any repair we undertake with reasonable care and skill.
11.10 Nothing in this section excludes or restricts your statutory rights.
12. No Fix, No Fee
12.1 Where we expressly offer a repair on a No Fix, No Fee basis, this means that the agreed repair charge will not normally be payable where we are unable to complete the repair covered by that arrangement.
12.2 Unless expressly agreed otherwise, No Fix, No Fee does not apply to:
- liquid-damaged devices;
- intermittent faults;
- no-power devices;
- data-recovery work;
- software corruption;
- diagnostic work subject to an agreed diagnostic fee; or
- customer-requested component replacements undertaken without diagnosis.
12.3 Any applicable exclusions or diagnostic charges will be explained where appropriate before work begins.
12.4 Nothing in this section affects your rights where a paid service has not been performed with reasonable care and skill.
13. Manufacturer, Retailer and Insurance Warranties
13.1 Third-party repair may affect or invalidate a manufacturer’s, retailer’s, network provider’s or insurer’s warranty, guarantee or service arrangement.
13.2 You are responsible for considering any existing third-party warranty or insurance conditions before instructing us to repair the device.
13.3 We cannot guarantee that a manufacturer or other third party will continue to provide warranty or service coverage following an independent repair.
14. Device Ownership and Authority
14.1 By submitting a device for repair, you confirm that you own the device or are authorised by its owner to instruct us to inspect and repair it.
14.2 You must not knowingly submit stolen property or a device that you are not authorised to possess or have repaired.
14.3 We may request reasonable evidence of ownership or authority where circumstances justify doing so.
14.4 A device may be released to another person where you have authorised collection and that person can provide appropriate collection or identification details.
14.5 You are responsible for ensuring that any person collecting on your behalf has your permission to do so.
15. Uncollected Devices and Storage
15.1 We will make reasonable attempts to notify you when your device is ready for collection or where we require further instructions from you.
15.2 You should collect your device within a reasonable period following notification.
15.3 Reasonable storage charges may apply where a device remains uncollected, provided that the applicable charge has been communicated to you appropriately.
15.4 If a device remains uncollected for an extended period, we may exercise rights available to us under the Torts (Interference with Goods) Act 1977, including giving appropriate notice of our intention to sell the device where the statutory requirements are satisfied.
15.5 We will not treat ownership of your device as automatically transferred to FoneFix merely because it has remained uncollected.
15.6 Where the law requires notice before a device can be sold or otherwise dealt with, the applicable notice procedure will be followed.
15.7 Where a device is lawfully sold under the applicable procedure, proceeds will be dealt with as required by law, including accounting for proceeds after permitted deductions where applicable.
The 1977 Act provides a statutory mechanism involving notice and, where applicable, accounting for sale proceeds, which is safer than declaring a customer’s device automatically “abandoned” after a fixed period.
16. Retail Sales from Our Shop
16.1 This section applies to physical goods purchased separately from our shop premises. It does not apply to replacement parts supplied and fitted as part of a repair service.
16.2 We do not currently sell physical retail goods online. Online transactions through our website relate to repair services.
16.3 Goods purchased separately from our shop are subject to your statutory consumer rights, including applicable requirements concerning satisfactory quality, fitness for purpose and correspondence with description.
16.4 For goods purchased from our physical premises, we do not normally provide a refund or exchange simply because you have changed your mind, unless we have expressly agreed otherwise.
16.5 Where goods are faulty or otherwise fail to conform to the contract, your statutory remedies will apply.
16.6 Any voluntary refund, exchange or store-credit arrangement offered by us is additional to, and does not replace, your statutory rights.
17. Liability
17.1 Nothing in these Terms excludes or restricts liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or liability which cannot be excluded under applicable consumer law.
17.2 We are responsible for loss or damage that is a reasonably foreseeable consequence of our breach of contract or our failure to exercise reasonable care and skill.
17.3 We are not responsible for loss or damage that was not caused by our breach or negligence, or for faults, deterioration or losses resulting from pre-existing defects, underlying faults, customer misuse or circumstances outside our reasonable control.
17.4 We are not responsible merely because a pre-existing, unrelated or previously undetectable fault becomes apparent during or after repair.
17.5 Nothing in these Terms limits any remedy that the law requires to remain available to a consumer.
I’ve intentionally removed the previous blanket liability cap of the repair price or device value. The current CMA guidance warns that terms limiting liability for failure to provide services with reasonable care and skill can be prohibited, while other broad compensation caps can also be vulnerable to challenge as unfair.
18. Events Outside Our Reasonable Control
18.1 We are not responsible for delay or failure caused by circumstances outside our reasonable control, such as significant supplier disruption, transport disruption, power or communications failure, severe weather or other events we could not reasonably prevent.
18.2 This does not remove any right you may have where a delay becomes excessive or where the law otherwise permits you to terminate the contract.
19. Complaints and Resolving Problems
19.1 If you believe there is a problem with a repair or service we have provided, please contact us as soon as reasonably practicable and give us an opportunity to inspect the device and investigate the issue.
19.2 We may reasonably request that the device is returned to us so that the reported problem can be examined.
19.3 Where the problem falls within our warranty or statutory obligations, we will provide an appropriate remedy.
19.4 Nothing in this section requires you to surrender or waive any statutory consumer right.
20. Governing Law
20.1 These Terms and any contract between you and FoneFix are governed by the laws of England and Wales.
20.2 If you are a consumer, nothing in this section deprives you of any mandatory legal protection or right to bring proceedings in a court available to you under applicable law.
21. General Provisions
21.1 Severability
If any provision of these Terms is found by a court or other competent authority to be unlawful, invalid or unenforceable, the remaining provisions will continue to apply.
21.2 No Waiver
If either party does not immediately enforce a right or provision under these Terms, this does not necessarily prevent that right or provision from being enforced later.
21.3 Changes to an Agreed Repair
A material change to an agreed repair, service or price after a contract has been formed will require your agreement where required by law.
21.4 Statutory Rights
Nothing in these Terms is intended to exclude, restrict or replace any statutory right or remedy that cannot lawfully be excluded or restricted.
22. Contact Details
Questions regarding these Terms, a repair or a complaint can be directed to:
FoneFix Honiton
34 New Street
Honiton, Devon
EX14 1EX
Telephone: 01404 515095
Email: repairs@fonefixhoniton.co.uk