1. TERMS AND CONDITIONS
The terms set out in these Conditions of Repair (“Agreement”) shall apply to the service we provide to repair your laptop, PC and/or any electrical equipment referred to as “Goods”. Reference to “us”, “we” and “our” and “The Company” refer to Trilogic UK Ltd and references to “you” and “your” and “Customer” are references to you, the customer.
2. PACKAGING AND TRANSIT
2.1 The Customer shall ensure that the Goods are adequately packaged for transit, including appropriate padding and protective materials suitable for electronic equipment. The Company accepts no liability for damage arising from inadequate or insufficient packaging.
2.2 The Customer is responsible for selecting a suitable courier and for obtaining adequate transit insurance when dispatching Goods to the Company.
2.3 When returning Goods following a Mail-In Repair, the Company will arrange return carriage and provides standard courier insurance cover up to two hundred pounds. For Goods of higher value, the Customer must notify the Company in writing prior to dispatch to arrange enhanced insurance cover, which may be subject to additional charges.
2.4 All Goods must be clearly identified at the time they are delivered or dispatched to the Company and must be accompanied by the Customer’s name, contact details (including address and telephone number or email address), and a description of the fault(s).
2.5 If the goods cannot be repaired for any reason the customer may collect the goods in person or pay for return postage/insurance and the Company will return the goods.
2.6 Risk of loss or damage to the Goods during transit to the Company remains with the Customer. Risk shall pass back to the Customer upon dispatch of the Goods by the Company following completion of the repair or diagnostic service.
2.7 The Company shall not be liable for pre-existing cosmetic damage, including but not limited to scratches, dents, or cracks, that were present upon receipt but not explicitly noted by the Customer in the initial fault description.
3. ESTIMATES, QUOTATIONS, AND LIABILITY
3.1 Estimates are provided free of charge. Where a written quotation requires disassembly or in-depth diagnostics, a diagnostic fee will apply, which will be confirmed to the Customer in advance. This fee covers the labour required for fault-finding and is non-refundable, regardless of whether a repair is successful or proceeded with.
3.2 The Company reserves the right to amend a quotation if, upon examining the Goods, further faults are discovered or parts prices have changed.
3.3 Nothing in these terms shall affect the Customer’s statutory rights under the Consumer Rights Act 2015 and UK GDPR.
3.4 The Company does not exclude or limit liability for:
• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Breach of the terms implied by sections 49 to 57 of the Consumer Rights Act 2015 (services to be performed with reasonable care and skill, for a reasonable price, and within a reasonable time)
3.5 The Company shall perform all repair services with reasonable care and skill in accordance with the Consumer Rights Act 2015.
4. RIGHT TO CANCEL (DISTANCE SELLING AND OFF-PREMISES CONTRACTS)
4.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if the contract is entered into online, over the phone, or at a location that is not our business premises, the Customer has fourteen days from the date the contract is entered into to cancel.
4.2 Where the Customer expressly requests that the Company begins diagnostic or repair services for a Mail-In Repair during the fourteen-day cancellation period, the Customer acknowledges that the right to cancel will be lost once the service has been fully completed.
4.3 Where the Customer requests that services begin during the cancellation period and subsequently cancels before completion, the Customer will be liable to pay a reasonable amount for the services provided up to the point of cancellation, proportionate to the full service.
4.4 If a repair is cancelled before the Goods have been received by the Company, the Customer shall remain responsible for all transit costs incurred.
5. REPAIR PROCEDURE AND TIME
5.1 Repair times (ordinarily one to three working days) are estimates. While the Company aims for speed, “time is not of the essence” unless expressly agreed in writing.
5.2 If Goods are deemed Beyond Economical Repair (BER) typically when we estimate repair costs exceed 50% to 70% of replacement value, a diagnostic fee may apply before the Goods are returned at the Customer’s expense or disposed of at the Customer’s request.
6. UNCOLLECTED GOODS (THE TORTS ACT)
6.1 Upon completion of repair services, or where the Company determines that the Goods are Beyond Economical Repair (BER), the Company will notify the Customer using the contact details provided.
6.2 The Customer must collect the Goods and settle any outstanding charges within two months of the date of notification under clause 6.1, unless otherwise agreed in writing. The Company reserves the right to charge a reasonable daily storage fee for any Goods not collected within 30 days of the initial notification date.
6.3 If the Goods remain uncollected after the two-month period, the Company will send a final written notice to the Customer’s last known postal or email address, stating that the Goods must be collected within a further three months and that failure to do so may result in the Goods being sold or disposed of.
6.4 If the Goods remain uncollected after the expiry of the three-month period following the final notice, the Company may, pursuant to sections 12 and 13 and Schedule 1 of the Torts (Interference with Goods) Act 1977, sell or otherwise dispose of the Goods in order to recover any unpaid repair charges, and reasonable costs of sale or disposal.
6.5 Any surplus remaining after deduction of all outstanding sums and reasonable costs shall be held on behalf of the Customer for a reasonable period and made available to the Customer upon request.
6.6 The time periods specified in this section constitute a reasonable period for collection and comply with the statutory requirements of the Torts (Interference with Goods) Act 1977.
7. PAYMENT
7.1 Full payment is required before Goods are released or dispatched unless otherwise agreed in writing.
7.2 We accept cash, debit/credit cards, and bank transfers.
8. WARRANTY
8.1 All repairs (parts and labour) carry a ninety-day warranty from the date of the repair, which is in addition to the Customer’s statutory rights under the Consumer Rights Act 2015. In the event of a warranty claim, the Customer is responsible for the cost of transit to the Company. If the warranty claim is found to be valid, the Company will cover the return carriage costs.
8.2 This warranty covers only the specific part(s) replaced or the specific fault(s) repaired. It does not cover new and/or unrelated faults.
8.3 The warranty is void if the unit is opened by a third party after our repair, suffers liquid damage, accidental damage (e.g., dropped screens), or software issues (viruses/OS corruption) caused by the Customer post-repair.
8.4 This warranty does not affect your statutory rights.
9. DATA PROTECTION AND UK GDPR
9.1 The Customer acknowledges that the repair, diagnostics, testing, and handling of electronic equipment carries an inherent risk of data loss, corruption, or deletion, including but not limited to loss of files, operating systems, applications, or settings.
9.2 Except where data loss is caused by the Company’s negligence, breach of statutory duty, or where liability cannot lawfully be excluded or limited, the Company shall not be liable for any loss, corruption, or deletion of data, software, programs, applications, operating systems, or settings, nor for any loss of profits, business, or any indirect or consequential loss arising from or in connection with data loss occurring during or following the repair, diagnostic, testing, or handling process. Furthermore, the Company is not responsible for the loss, recovery, or reactivation of any software licenses, product keys, or specialized software configurations following a repair or OS reinstallation.
9.3 The Company complies with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Personal data is processed lawfully, fairly, and transparently solely for the purpose of providing repair services. We will:
• Only collect personal data necessary for the repair service
• Store personal data securely and retain it only for as long as necessary
• Not share personal data with third parties for marketing purposes without express consent
• Provide you with information about your data protection rights upon request
9.4 Under UK GDPR, you have the right to:
• Access your personal data
• Rectify inaccurate personal data
• Request erasure of personal data
• Object to processing of personal data
• Request restriction of processing
• Data portability
To exercise any of these rights, please contact us in writing.
9.5 In the event of a data breach that is likely to result in a risk to your rights and freedoms, we will notify you without undue delay and report the breach to the Information Commissioner’s Office (ICO) within seventy-two hours where required by law.
9.6 By instructing the Company to proceed with a repair, the Customer confirms that they have backed up all important data and accepts the risk of data loss as outlined in this Agreement.
10. GENERAL PROVISIONS
10.1 The Company is not liable for delays or failure to perform its obligations caused by events outside its reasonable control (e.g., global parts shortages, postal strikes, pandemics, extreme weather events, etc).
10.2 If any part of these terms is found to be unenforceable by a court, the rest of the contract remains in force.
10.3 These terms are governed by the Laws of England and Wales, and any disputes shall be subject to the exclusive jurisdiction of the English courts.
10.4 If you are dissatisfied with our service, please contact us in writing immediately. If we cannot resolve your complaint, you may refer the matter to an Alternative Dispute Resolution (ADR) provider or to the Trading Standards service.
10.5 By booking a repair, submitting Goods to the Company, or instructing us to proceed with any repair or diagnostic service (whether in person, online, or by telephone), you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.