This page (together with our Cookies Policy) sets out the terms and conditions (“Website Terms”) under which Repatch Ltd (“we”, “our”, or “Repatch”) provides access to our website and mobile application (together, the “Website”), where you can request device repairs.
Please read these terms carefully before placing a repair request. By using the Website or requesting a repair, you agree to be bound by these terms. If you do not agree, you should not use the Website.
We may update these terms at any time by changing this page. We recommend checking them regularly. These terms are only available in English.
Your personal data is handled in accordance with our Privacy Policy and Cookies Policy.
1. About Us & Our Role
Repatch Ltd is a company registered in England and Wales (Company No. 11259462), with its registered office at 7 Bell Yard, London, WC2A 2JR.
We provide a platform that connects you with independent local technicians. The contract for the repair is between you and the technician. Repatch acts as an intermediary and manages the process on behalf of the technician.
2. Website Access
By using the Website, you confirm that:
- You accept these terms
- You are at least 16 years old
- You are legally capable of entering into a contract
You are responsible for ensuring that anyone accessing the Website through your connection is aware of and complies with these terms.
3. Placing a Repair Request
To place a repair request, click “Repatch My Device” and provide the required details, including:
- Description of the problem
- Repair type
- Your address
- Device details (type, brand, model, image)
- Collection time
You must provide accurate and complete information. Failure to disclose all issues may result in:
- Cancellation of the repair
- A non-refundable service fee
- Additional diagnostic charges
Technicians may charge a diagnostic fee, which may increase the final repair cost.
4. Changes and Cancellations
Once your repair request has been submitted and payment authorised:
- Changes or cancellations are not guaranteed
- Refunds are not guaranteed
You may contact our Customer Care team, and we will try to assist. However, the technician may have already started the repair.
5. Order Processing
After you submit a request:
- We send it to a technician
- You receive a confirmation email
This confirmation does not guarantee acceptance. Technicians may reject requests due to availability or other reasons.
If your request is rejected, any payment made will be returned to you.
6. Collection
Our drivers aim to collect your device within 30 to 60 minutes after you accept a quote and complete payment.
If there is a delay, the driver will contact you directly.
7. Pricing and Payment
- Prices are displayed on the Website and include service fees
- Payment must be made using an accepted debit or credit card
When you make a payment, your bank may temporarily hold the amount.
If your request is rejected or cancelled:
- The funds will be released back to your account
- This may take 3 to 5 working days, depending on your bank
Repatch is not responsible for any delays caused by your bank.
8. Customer Support
Our Customer Care team is available to assist you. You can contact us via:
- Live chat
- Telephone
9. Warranty
- A 6-month warranty applies to repaired or replaced parts only
- The warranty does not cover new faults, accidental damage, or liquid damage
- The warranty becomes void if the device is repaired by a third party
Water-damaged devices:
- Covered by a 14-day warranty only
10. Repairs, Refunds and Issues
If you experience an issue:
- Contact us within 48 hours of your repair request
We will contact the technician on your behalf to resolve the issue.
Additional terms:
- Service fees are non-refundable
- If you cancel after collection, a £55–£65 diagnostic fee applies
- Devices not collected or resolved within 30 days may not be eligible for a refund and may be used for parts
- Refunds for unrepairable devices are only valid within 30 days
11. Insurance
If your device is lost or damaged while in transit:
- We provide cover up to £500 towards repair or replacement
12. Free Collection
- Applies to devices that do not power on or require diagnosis
- If the device cannot be repaired, it will be returned free of charge
- If you decline a repair quote, a £65 diagnostic fee will apply
13. Data and Liability
Customers must remove any SD cards, memory cards, SIM cards, or external storage from their device before collection. Repatch is not responsible for:
- Any SD cards or memory cards left in the device
- Loss, damage, or misplacement of these items
- Any data loss on the device
This includes all personal data, unless the service specifically relates to data recovery. Your device is handled securely by vetted couriers and experienced technicians, but it remains your responsibility to back up and remove important data before your device is collected.
