Repair Terms

1. Diagnostics

• Diagnosis is free for devices bought from us and for all warranty claims.
• For other devices a diagnostic fee of KSh 1,000 applies, and it is credited in full against the repair if you go ahead.
• We complete diagnosis within 2 working days of receiving the device and contact you with the findings.

2. Repair authorisation

• No work beyond diagnosis begins until you approve the quote in writing — by reply, in your account, or over WhatsApp.
• Where we find a further fault mid-repair, we stop and quote again rather than proceed.
• You may decline any quote. We reassemble the device and return it to you, and you pay only the diagnostic fee where one applies.

3. Your data

Back up before you send a device in. Repairs sometimes require a factory reset, and board-level faults can make data unrecoverable before we ever touch the device.

We do not access your personal data during repair beyond what is needed to test the fault. We are not liable for data loss.

Where a repair needs your device passcode, we ask for it explicitly, use it only for testing, and it is deleted from our records on completion.

4. Parts

• We use original or equivalent-grade parts and we tell you which before you approve the quote.
• Replaced parts become our property unless you ask for them back at the time you approve the repair.
• Fitting non-original parts can affect features such as True Tone, Face ID or battery health reporting. Where that is a risk, we tell you before proceeding.

5. Warranty on repairs

• 6 months on the part fitted and on our workmanship.
• The repair warranty does not cover new accidental damage, liquid damage, or a different fault.
• Opening the device, or having it worked on elsewhere, voids the repair warranty on that repair.

6. Turnaround

Most repairs complete within 3–5 working days from approval. Where a part must be imported we will tell you the expected timeline before you approve.

We notify you by SMS and email at every status change, and you can track progress from the Repairs page at any time.

7. Collection and abandoned devices

• Repaired devices are held free of charge for 30 days from the day we tell you it is ready.
• After 30 days a storage fee of KSh 100 per day applies.
• After 90 days, and after three documented attempts to contact you, a device is treated as abandoned and may be disposed of to recover unpaid charges, as permitted by law.

8. Devices we may decline

• Devices with severe liquid corrosion where a repair cannot be reliably guaranteed.
• Devices previously opened or repaired in a way that makes the outcome unpredictable — we will say so honestly rather than take your money.
• Devices reported lost or stolen, which we are obliged to retain and report.