Terms and Conditions
REPATCH WEBSITE TERMS AND CONDITIONS
IMPORTANT LEGAL NOTICE
For the avoidance of doubt, please note that references to "Website" in these Website Terms include any current or future version of our websitehttps://repatch.co.uk/ and any Repatch mobile application through which you access and use our Website, in each case whether accessed through any current or future platform or device (including without limitation any mobile website, mobile application, affiliate website or related website for accessing and using our Website that may be developed from time to time).
By accessing any part of the Website, you indicate that you accept these Website Terms. If you do not accept these Website Terms, you should leave the Website immediately, and you will not be able to request an repair through the Website.
TERMS AND CONDITIONS OF USE AND SALE
INTRODUCTION AND OUR ROLE
Company details: REPATCH LIMITED is a company registered in England and Wales with registered company number 11259462, whose registered office is at 7 Bell Yard, London, WC2A 2JR, United Kingdom
Product Orders: We provide a way for you to repair your broken devices from local technicians in your area displayed on the website. The legal contract for the supply and repair of your products is between you and the technicians we will conclude the sale of repair on behalf of, and agent for, the technicians in all cases.
1. WEBSITE ACCESS AND TERMS
1a. Acceptance of terms: By accessing any part of the Website, you indicate that you accept these website terms. If you do not accept these website terms, you should leave the Website immediately, and you will not be able to order any products through the Website.
1b. Revision of terms: We may revise these website terms at any time. You should check the website regularly to review the current Website Terms, because they are binding on you. You will be subject to the policies and terms and conditions in force at the time that you place an order through us.
1c. Responsibility: You are responsible for making all arrangements necessary for you to have access to the Website. You are also responsible for ensuring that all persons who access the Website through your Internet connection are aware of these Website Terms and that they comply with them.
1d. YOUR STATUS
1de. Capacity and age: By placing an Order through the Website, you warrant that: *You are legally capable of entering into binding contracts with Repair stores. *You are at least 16 years old.
2. HOW TO MAKE A REQUEST
2a. Compiling your Order:By clicking the ”Repatch My Device” button on the dashboard,you will be able to place a new order with 8 different options used to identify your issue : Describe Problems, Repair Type, Your Location (address), Your Device: Device Type, Brand, Image, Type Brand Model here and Pick Up Time: Delivery Time. Use these option to make a clear description of your device problem to receive an accurate quote. Failure to notify the technician of any extra damages to your devices not described in the “describe problem” box may lead to the cancellation of your repair being fixed and non refundable “service fee”. technicians may charge an diagnostic fee which may lead to a higher final charge for your device, in this scenario contact the store for further information.
2b. Amending or cancelling your Order: Once you have submitted your Repair request and your payment has been authorised, you will not be entitled to change or cancel your Order, nor will you be entitled to a refund (please refer to paragraphs 3d. and 4c. for details of the process relating to rejected Orders and refunding of payment). If you wish to change or cancel your Order, you may contact our Customer Care team as described in paragraph and they will attempt to contact the store in order to communicate your requests. However, there is no guarantee that we will be able to reach the Repair store or that the Repair store will agree to your requests as they may have already started repairing your device.
2c. Payment authorisation: Where any payment you make is not authorised, your Order will not be processed or communicated to the relevant repair store. Processing your Order and technician rejections: On receipt of your Order, we will send it to the relevant technician and will notify you by email that your Order has been received and is being processed. Please note that any confirmation page that you may see on the Website and any Order confirmation e-mail that you may receive each confirm that you have a contract for the sale of the repair with a technician but does not necessarily mean that your repair will be fulfilled by the technician. We encourage all our technicians to accept all Repairs and to communicate any rejection promptly, and we will notify you (generally by email) as soon as reasonably practicable if a technician rejects your repair. However, technicians have the ability to reject repairs at any time because they are too busy, due to weather conditions or for any other reason. In doing so, technicians will be in breach of their agreement with you and any payment made in repairs of the order will be returned to you in accordance with terms and conditions.
2d. Delivery of your Order: Repatch driver aim to pick up your device within 30 min- 1 hour from the time you’ve been delivered a quote from the repair store and paid. In the unlikely circumstance the driver is running late, you will be notified through call by the driver of their whereabouts.
3. PRICE AND PAYMENT
3a. Service Fees: Prices will be as quoted on the Website. These final prices will include service fee costs. This will be added to the total amount .
3b. Payment methods: Payment for Orders must be made by an accepted credit or debit card through the Website to the technician at the point of delivery by you.
3c. Card payments: If you pay by credit or debit card, you may be required to show the card to the Repatch Driver at the time of delivery as proof of identification and so that they can check that the card corresponds with the receipt data for the Order. Please note that from time to time there may be delays with the processing of card payments and transactions; this may result in payments taking up to sixty (60) days to be deducted from your bank account or charged to your credit or debit card.
3d. Rejected Orders: Because of standard banking procedures, once you have submitted an repair request that you are paying for by credit or debit card and your payment has been authorised, your bank or card issuer will "ring-fence" the full amount of your repair. If your repair request is subsequently rejected by thetechnician (as described in paragraph x above) or cancelled for any other reason, your bank or card issuer will not transfer the funds for the repair quest(repatch my device) to us, and will instead release the relevant amount back into your available balance. However, this may take between 3 to 5 working days (or longer, depending on your bank or card issuer). You acknowledge and agree that neither we nor the relevant technician will be responsible or liable to you in relation to this delay by your bank or card issuer in the release of funds back into your account.
4. CUSTOMER CARE
4a. General: Customer care is extremely important to us. Our Customer Care team will therefore try to assist you where possible if you have any problems with your repair request. You can contact our Customer Care team by clicking or selecting the "Chat with us?", "email our happy helpers" or similar button or by calling the telephone number shown on the Website.
4b. 6 Month Warranty: If the Device develops an additional fault unrelated to the original repair, the repair warranty contained in this paragraph will not apply. The warranty includes the repaired/replaced part(s) only and does not include further accidental or liquid damage to these parts. If your device is repaired by a 3rd party after our service, your warranty with Repatch will be voided.
4c. Water Damage Warraty: We offer a 14 days warranty on all water damaged items.
4d. Questions about your Order: If your Repair Request is taking longer than expected or you have any other problems with your repair request(Repatch My Device), you can contact our Customer Care Team as described above and one of our Customer Care Advisers will attempt to contact the Repair shop in order to follow up on your query.
4e. Customer data: Your data is safe & secure with us while in transit, our couriers drivers are CRB certified & thetechnicians we have on our website are highly skilled.
4f. Changing or cancelling your Order: If you wish to change or cancel your Order after it has been submitted and payment has been authorised, you may contact our Customer Care team as described above and they will attempt to contact thetechnician in order to communicate your requests. However, there is no guarantee that the technician will agree to your requests as they may have already started processing your request order(Repatch My Device).
4g. Complaints or feedback: In the event that you are dissatisfied with the quality of any device repaired provided by a technician, please consider providing feedback in the form of ratings, comments and reviews on the Website to reflect your experience. The Reviews are an important part of our quality control process.
4h. Compensation: If you are dissatisfied with the quality of your device fixed or the service provided by a technician and wish to seek a refund, a proportionate price reduction or any other compensation, Repatch will contact the technician and try to resolve the issue. In a situation like this , you should contact our Customer Care Team as described above within 48 hours of placing your repair request and one of our Customer Care Advisers will attempt to contact the technician in order to request compensation on your behalf. However, the Service Fee is non-refundable. If we've collected your device & you've decided not to go ahead with the repair we will charge a diagnotics fee of £55 - £65 depending on the miles. - We have a 30-day return policy for your device after our technicians have collected it. Anything over 30 days we won't issue a refund & the device will be used for parts. Refunds We have a 30-day policy for refunds after payment has been processed for a repair if it's later deemed unfixable, anything after 30 days won't be refunded.
4i. Insurance Policy: If under any circumstance the Repatch driver damages or loses your device whiles in transit, our insurance policy will cover your device up to £500 that will go to toward buying you a replacement or repairing the damages depending on the circumstance.
5. FREE COLLECTION
5a. This applies to dead devices (not turning on) or devices that need to be diagnosed before a repair.
5b. If a device cannot be repaired by our technicians we’ll return your device for FREE.
5c.If our technicians are able to repair your device and a quote is provided and you reject it then there’s a £65 diagnostic fee.