SCOPE OF FIX2U SERVICE
fix2U operates an online platform allowing Customers to connect through the fix2U Platform with fix2U “Repair Heroes” who provide Repair Services. fix2U provides the fix2U Platform only, enabling customers to make repair bookings which are sent to local fix2U Repair Heroes, who operate as independent contractors. fix2U accepts no liability for any aspect of the Customer and Repair Hero interaction, including but not limited to the description, performance or delivery of Repair Services. fix2U has no obligation to any Customer to assist or involve itself in any dispute between Customers and Repair Heroes, although may do so to improve Customer experience.
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.
NO FIX NO FEE
In the event that we are not able to fix your device following our repair work, you will not be charged a fee. Please note that liquid damaged phones are specifically excluded from our “no fix no fee” policy – please see the relevant section on liquid damaged phones
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 call out fees. In some cases, your repairer 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 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 see http://www.fix2u.com/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 iPhone 8 and iPhone X series devices. 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. If you use the True Tone facility on your iPhone and are concerned about loosing this functionality, we recommend you do not proceed with a screen replacement at this time.
HOME BUTTONS UTILISING TOUCH ID
If your device has a fingerprint biometric sensor (Touch ID), there is a very small risk that either the home button or Touch ID (or sometime both the home button and Touch ID) may not operate correctly following our repair. In some cases, these functions become inoperative as a by-product 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 a non-working home button and/or fingerprint 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 fingerprint and/or home button 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, 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 $59 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.
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 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.
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.