The quoted repair price that you have been quoted when booking in your repair is an estimate only. This estimate is based on the information provided before the technicians have diagnosed the issue fully. It is possible that the price to repair the unit is higher than the estimated price (for example, if the information provided was inaccurate, or if your unit has other faults). On these occasions you will be contacted via email or the telephone number you have provided to authorise a new repair quotation.

2. Minimum Charge

All repairs carry a “minimum charge”. This cost covers our technician’s time and any parts used to attempt to repair the unit. After inspection, the minimum charge, usually £10.00, will become due when:

•  The unit is Beyond Economical Repair (i.e it would be cheaper to replace the unit rather than fix it)

We provide a new repair quotation and you refuse this quotation.

3. Turnaround time

Repairs are usually done within the day unless it is an electronic issue or the parts need to be ordered in, in which case it could take upto 5 days
4. Fast Track

If you would like to use our “Fast Track” option your repair will take priority over non-Fast Track repairs. Note that if the unit is BER or you refuse a re-quote, the Fast Track fee is due in addition to the minimum charge. The following Terms & Conditions apply to Fast Track repairs:

•  A Fast Track repair will take priority over other non-Fast Track repairs in the queue. It does not mean we guarantee to complete the repair the same day we receive it (although we do try our best). Sometimes specialist parts need to be obtained and this can delay the turnaround time. We will keep you advised of the situation via the online tracking system if any delays are expected.
•  If we cannot repair a Fast Track unit within 5 days of having it you will not incur the Fast Track charge.

5. User DATA / Information

• We will do our utmost to retain any DATA on your unit, however we cannot be held responsible for lost DATA.

• Liquid Damage Repair – No warranty given If the part we have fitted has been damaged since the time of our repair ie, has any knocks, chips or scratches etc. the warranty is no longer valid and you will be given the option to either repair it at our quoted price or to decline an option for repair. In the unlikely event the part that we have fitted becomes faulty within the warranty period please bring the unit back in store within the 30 days with a copy of your receipt or reference number i.e your Work Order ID and please state the fault that your are experiencing (we are not liable for your costs to return the unit to us). We will investigate and respond within 3 working days. If the problem is related to the initial repair carried out by us, we will carry out a further repair free of charge. If the unit has further problems not related to the initial repair carried out by us or parts not replaced in the initial repair we will contact you and let you make a decision with regards to the cost. We will attempt a re-repair on your unit TWICE after the initial repair. If after that the unit is still faulty we will issue a refund (minus the minimum charge and any Fast Track fee). We will need to see the unit and make sure its faulty prior to issuing a refund.

7. Unpaid repairs

Units will be held for a maximum of 60 days after they are either repaired, deemed BER or requiring a requote. We will make reasonable attempts to contact you by phone and email a minimum of 3 times. If you have not made a payment or collected within the 60 days after our first attempt of contact, the unit will become property of Phone Asylum to recover our costs.
8. Liquid Damage repairs

Liquid damage repairs can be very temperamental and are carried out on a “best endeavours” basis. On occasions the original fault can reappear after the unit had been repaired and sometimes the faults can even get worse after a period of time. Due to this we do not cover Liquid Damage repairs with any form warranty.