NO FIX NO FEE
For our most common repairs, such as screen repairs, camera replacements and battery repairs, our No Fix No Fee policy applies, and you will not be charged in the event we are unable to fix your device.
For more complicated repairs, including but not limited to: multiple issues present with the device / water damaged phones / device behaving erratically etc., our Repair Hero may need to spend a significant amount of time to diagnose the issue and determine if a repair is possible. In such cases, your Repair Hero will discuss the matter with you in advance of your repair visit, and if necessary, agree a non-refundable fee to cover their time to travel to your location and to diagnose the issue with your device. You will only be liable for this fee in the event that the device can not be successfully repaired. If you do not wish to accept the fee proposed to you, please inform your Repair Hero at that time, and your job will be cancelled with no cost to you. If you decide to go ahead with the booking but then subsequently cancel, you may be liable for a cancellation fee as described in the CANCELATION, RESCHEDULING AND NO-SHOW section of our booking terms and conditions.
CANCELLATION, RESCHEDULING AND NO-SHOW
Bookings can be cancelled or rescheduled with no charge as long as we are notified more than 60 minutes prior to your agreed appointment time. Bookings cancelled less than 60 minutes from the agreed appointment time are subject to a cancellation fee of $59. Bookings rescheduled less than 60 minutes prior to the agreed appointment time are subject to a re-booking fee of $39. We will wait for a maximum of 15 minutes past the agreed appointment time in the event you are late for the appointment. If you do not arrive for the appointment within this time, the booking will be cancelled, and you will be charged the booking cancellation fee of $59.
FIXED FEE POLICY
The price displayed at the time of booking for your repair is the price you will pay – there are no hidden extra charges or callout fees. In some cases, your Repair Hero may identify other issues with your device following our inspection. In the event any additional repair work is required, your fix2U Repair Hero will explain the nature of the work required and if there are any additional costs involved, so that you may make a decision on whether you wish the work to go ahead.
For some devices we offer two different prices for screen replacement. For these devices, a lower price is offered if only the screen glass is damaged, and a higher price if both the screen glass and LCD/OLED is damaged. If you book a repair for screen glass damage only, and upon inspection of your device your repairer deems that the LCD is also damaged, fix2U reserve the right to charge the pricing for ‘screen glass and LCD’ damage. In such situations, your Repair Hero will explain the pricing difference to you before commencing the repair.
DEVICE NOT PRESENTED
In the event that you are not able to present the specific make and model of device you booked for at the time of repair, fix2U may, at their sole discretion, charge you a futile booking fee of $59. We encourage you to make every effort to ensure that you are booking the correct make and model of device for your repair. We have handy guides available on the fix2U website and on the booking form to ensure you book for the correct make and model.
Prior to conducting your repair, we will perform a full test and diagnostic on your device to determine the pre-repair condition of all phone features and functions so that we can be sure our repair process has not affected any feature or function of your device that was previously working. We will advise you in the event that we are not able to complete all required tests – for example, due to the phone being locked, or the device not being charged. Please note that the fix2U 5 year warranty specifically excludes any issues or problems relating to phone features and functions that we were not able to verify as being fully operational prior to our repair.
5 YEAR WARRANTY
For full details of the fix2U warranty, along with details of what is and what is not covered, please check terms and conditions for warranty.
fix2U strongly recommend that you take steps to ensure a full and complete backup of your device is made prior to your repair booking. Data loss during the repair process is a rare event, but nevertheless we suggest making a backup to safe guard against any potential issue. Please note that fix2U can not be held liable in the event of any data loss on your device as a result of completing the repair process on your device.
If your device has a water resistance function, please note that our repair process may impact the performance of this function, and post repair, the device may not have the same degree of water resistance as when the device was new from the factory.
TRUE TONE FUNCTIONALITY
Following the release of IOS 12, a software change made by Apple has impacted the ‘True Tone’ functionality on recent model iPhones (iPhone 8 and above). As a result, screen replacements completed by fix2U on these models may not support the True Tone feature correctly. It is uncertain if Apple will resolve this issue in future iOS releases. The majority of our Repair Heroes carry specialised equipment that can enable the TrueTone feature following your repair. Please speak to your repairer when they call to schedule your appointment and they can confirm if they are able to enable the TrueTone feature for your make and model of device.
BIOMETRIC SENSORS (TOUCH ID / FACE ID)
If your device has a fingerprint biometric sensor (Touch ID) or facial recognition sensors (Face ID), there is a very small risk that these sensors may not operate correctly following a screen repair / screen replacement. In such cases, these functions become inoperative as a byproduct of the repair process, even when all due care and attention is exercised by a skilled repair technician. Due to this, fix2U have specifically excluded non-working biometric sensor from the fix2U Five Year Warranty. fix2U will not be held responsible or liable for any device that exhibits a non-working biometric sensor following our repair, even if the sensor was deemed to be operative prior to the repair. Due to the way Apple has implemented the hardware security features in devices with Touch ID and Face ID, fix2U are unfortunately not able to fix problems with devices that exhibit this problem. Customers concerned about this issue are strongly advised to repair their device directly with Apple and not to use fix2U or other third party repairers to fix their device.
LIQUID DAMAGED PHONES
If you make a booking for liquid damage repair, our ‘no fix no fee’ policy does not apply, and you will be charged a non-refundable liquid damage inspection fee of $69 to cover the cost of our time and labour to inspect your phone. However, in the event that we are able to successfully repair your liquid damaged device, we will waive the inspection fee, and you will only be charged for the parts and labour required to repair your device. Please also note that liquid damaged devices are not covered by fix2U’s five year warranty.
fix2U use Premium Quality Parts during the repair process that are of a specification and quality that are either similar to – or in some cases identical to – those supplied by the Original Equipment Manufacturer (OEM). For screen replacements, minor differences in LCD/OLED colour temperature as compared to the original screen may be observable in some cases. For some makes and models of devices, fix2U may elect to use refurbished OEM parts rather than new parts. All repair parts, whether new or refurbished, are covered by fix2U’s comprehensive 5 year warranty.
Please also note that for certain Apple devices and repair types, your iPhone may display a warning that your phone has been unable to determine if the replacement part fitted is genuine or not. Apple has continually taken steps to try and limit the ability of third party repairers to fix your device in an attempt to monopolise the repair market for their devices. At the time of writing, Apple has placed warnings on iPhone 11 (screen changes) as well as iPhone X series devices (battery replacements). These warnings are temporarily displayed on the lock screen of your device for up to 4 days before the warning moves to the settings menu. For more information on this issue please see the article Apple Is Discouraging Screen Repair with an iPhone 11 ‘Genuine’ Warning.
The broken parts that are replaced by fix2U will be recycled responsibly by fix2U following your repair. If you wish to keep the broken parts from your device you must inform your fix2U Repair Hero at the time of repair.
If a customer device is irreparably damaged as a direct result of a repair attempted by a fix2U Repair Hero and payment has been rendered, the customer is entitled to a fully functional refurbished device of equal or greater value of the damaged device based on its model and condition as received and with the original repair issue resolved, or the monetary equivalent of fair market value of the device in that condition as determined by fix2U. If payment was not rendered for service, the repair quote shall be deducted from the value, or a refurbished device of the same damaged condition as received shall be offered. In order to receive a replacement device, the customer’s damaged device must be rendered to the fix2U Repair Hero who completed the repair. In all cases, the fix2U Repair Hero is responsible for the replacement and should be contacted directly to arrange replacement. fix2U customers are also welcome to contact fix2U directly to notify us of irreparable damage issues, however, liability shall rest with the fix2U Repair Hero who performed the service.
SCOPE OF FIX2U SERVICE
fix2U operates an online platform enabling Customers to connect with ‘Repair Heroes’ who provide repair services as independent contractors across Australia. fix2U operates the platform which enables customers to make bookings and also sources and supplies all repair parts fitted by the Repair Hero. The repair contract exists at all times between the Customer and the Repair Hero who undertakes the repair. fix2U supplies a parts and labour warranty on parts fitted, provided that the Repair Hero fits the parts supplied by fix2U correctly and with due care and attention. In the event of any issue relating to any aspect of service delivery that is unrelated to part quality, the issue should be taken up directly with the Repair Hero that performed the repair. Any such issue and/or dispute shall be resolved between the Customer and the Repair Hero only. fix2U has no obligation to the Customer to assist or involve itself in any such dispute between Customer and Repair Hero, although may do so to improve Customer experience. fix2U constantly monitors the quality of services provided by every Repair Hero and holds them to a high standard. If the event that we find a Repair Hero is consistently not meeting our standards of service they are removed from the fix2U network.