Terms and Conditions

1. About these terms

These terms apply to repair enquiries and services supplied by PC Repair Guru from 9A Hob Moor Road, Bordesley Green, Small Heath, Birmingham B10 9AY, and to arranged call-outs across Birmingham.

A written quotation, job sheet, invoice, receipt, warranty note or other service-specific agreement may add to these terms. If a specific written term conflicts with a general term, the specific term will normally apply to that job, except where the law requires otherwise.

2. Customer authority and information

You confirm that you own the device or have the owner’s authority to request diagnosis, repair, data recovery or access. You must provide accurate contact details, a truthful description of the fault and any information that could affect safety, including liquid exposure, battery swelling, previous repair attempts or known electrical damage.

3. Appointments and workshop visits

Workshop visits are by appointment at 9A Hob Moor Road. Please call before travelling and bring any relevant charger, power supply, accessory, recovery key or error information requested. An appointment time is not a guaranteed completion time.

4. Call-outs

Call-outs are arranged where suitable. The charge depends on postcode and travel distance and is confirmed before booking. A call-out charge remains payable once the journey or visit has been undertaken, even where the device cannot be repaired during the visit or requires workshop diagnosis.

5. Diagnosis, quotations and approval

General fault diagnosis is free, including where you decide not to proceed. Specialist data-recovery assessment or recovery work may have a separate charge, which will be explained in advance.

A quotation is based on the fault and condition reasonably known at the time. No additional chargeable repair should proceed without your approval where hidden damage, a different fault, unavailable parts or a material price change is discovered.

6. No Fix, No Fee

No Fix, No Fee applies to repair labour where the agreed repair cannot be completed. It does not cancel:

• an agreed call-out charge;
• an approved diagnostic or specialist data-recovery charge;
• the cost of an approved or specially ordered part where you were told it may remain payable;
• work that successfully resolves the agreed fault but does not correct an unrelated or later fault; or
• charges caused by inaccurate information, unauthorised interference or failure to provide a required password, recovery key or accessory.

Nothing in this section limits statutory rights where a service has not been performed with reasonable care and skill.

7. Parts and special orders

The exact part, condition, source, availability, delivery estimate and warranty may depend on the device model and supplier. We will explain whether a part is new, refurbished, used, compatible or customer-supplied where that is relevant to the decision.

A part approved or specially ordered for your device may remain payable where this was clearly explained before ordering and where charging is lawful. Any supplier return, restocking or cancellation condition will be explained where it affects you.

8. Customer-supplied parts

Where you supply a part, PC Repair Guru cannot guarantee its compatibility, quality, history, condition or supplier warranty. Labour and damage caused by an unsuitable or defective customer-supplied part may be quoted separately. We remain responsible for carrying out agreed installation work with reasonable care and skill.

9. Data, passwords and backups

You remain responsible for maintaining a current backup where practical. Repair, diagnosis, software work, storage replacement and data recovery can involve an inherent risk of data loss, corruption, account access changes or reinstallation.

Access to an operating system, user profile, account or file is limited to what is reasonably necessary for the approved work. You should remove unrelated confidential information and provide a temporary password rather than a password used elsewhere. Passwords supplied for diagnosis should be changed after the device is returned.

10. Data-recovery assessment, quotation and delivery

Assessment and test recovery

Data recovery normally begins with an assessment. The customer authorises PC Repair Guru to inspect the device or storage media, run diagnostic and recovery software, create a disk image or temporary working copy, examine file structures and recover a limited sample of files where reasonably necessary to determine whether recovery appears possible.

A limited sample recovery is carried out for assessment and verification only. It does not mean that every file, folder or requested item can be recovered. Any assessment charge, specialist fee or non-refundable cost will be explained before that charge is incurred.

Quotation and approval

Where the assessment indicates that data may be recoverable, PC Repair Guru will normally provide a quotation before carrying out the full chargeable recovery. The quotation may take account of the storage device condition, the expected data volume, the recovery method, donor parts, specialist work and the proposed delivery method.

Full chargeable recovery will not normally begin until the customer approves the quotation or an agreed spending limit. If hidden damage, encryption, corruption, physical deterioration or another technical issue materially changes the work or price, a revised quotation or further approval may be required.

Temporary local hard-drive storage

Recovered data may be copied to one or more dedicated hard drives or other local storage media controlled by PC Repair Guru so that the data can be assessed, recovered, tested, prepared and delivered. This may include a disk image, a working recovery copy and, where reasonably appropriate, a separate temporary backup copy. Under the standard recovery process, recovered customer files are not routinely uploaded to a third-party cloud-storage provider.

Access to temporary recovery copies is restricted to authorised personnel who need it for the approved work. Reasonable physical and technical measures will be used where appropriate, which may include keeping recovery storage separate from general-use storage, restricting access, password protection or encryption where available and suitable. No hard drive, storage device or transfer method can be guaranteed to be completely free from failure, loss, theft or unauthorised access.

Delivery media

Recovered data will normally be transferred to a customer-supplied storage device, a suitable storage device supplied by PC Repair Guru at an agreed additional cost, or another agreed local delivery medium. The customer is responsible for providing sufficient capacity and a suitable working destination where they supply the device. PC Repair Guru may refuse to copy recovered data to a destination device that appears faulty, unsafe, infected or too small.

Verification and recovery limits

PC Repair Guru may open or test a reasonable sample of recovered files. It is not normally practical to inspect every file. No data-recovery result is guaranteed, and sample files opening successfully does not guarantee that all files are complete, current, correctly named, compatible, uncorrupted or usable.

A failing, damaged or unstable storage device may deteriorate during inspection, imaging or recovery despite reasonable care. PC Repair Guru is not responsible for data that was already deleted, overwritten, encrypted, corrupted, inaccessible or lost before the device was received, or for deterioration caused by the inherent condition of the storage media that could not reasonably have been avoided.

Ten-day availability period

When recovered data is ready, PC Repair Guru will issue the applicable invoice and provide collection or transfer instructions after any required payment, unless another arrangement has been agreed. The temporary recovery copies will normally remain available for at least 10 calendar days from the date on which those instructions are sent.

The customer must collect or receive the data, check that the required files are present and create at least one independent long-term backup during the 10-day period. After that period, PC Repair Guru may delete or put beyond routine use the disk images, working copies and temporary backup copies held on its local storage media without maintaining a further copy, unless a written extension has been agreed or retention is reasonably required for a complaint, dispute or legal obligation. An extension may be subject to an additional storage charge.

PC Repair Guru is a repair and recovery service, not a permanent data-storage or backup provider.

11. WhatsApp messages, images and customer-supplied content

Messages, images, videos, screenshots, documents and other content sent by WhatsApp, email, the contact form or another channel may be used to provide the requested service, document the work, improve PC Repair Guru's operations and create repair examples.

You grant PC Repair Guru a limited, non-exclusive permission to use supplied content for:

• fault assessment, quotation, repair planning and identification of parts;
• documenting device condition and completed work;
• warranty, complaint, fraud-prevention, insurance or dispute handling;
• quality assurance, internal staff training and improvement of diagnostic, repair and customer-service processes;
• creating technical examples, before-and-after comparisons and case-study records; and
• publishing repair-related content after personal information and identifying details have been removed or obscured.

Non-identifiable repair content may be published on the PC Repair Guru website, repair gallery, WhatsApp Business profile or status, Google Business Profile, social-media accounts, video platforms, online listings, advertisements and other promotional material controlled by PC Repair Guru. We may edit, crop, resize, caption or format that content for those purposes, provided the published version does not identify a customer, device owner or another person.

Examples of information that may need to be removed or obscured include faces, names, telephone numbers, email addresses, addresses, usernames, account information, serial numbers, licence keys, notifications, documents, private files and unrelated screen content.

Sending content does not by itself give permission to publish identifiable personal information. A customer name, face, identifiable message, testimonial, voice recording, account information or other identifiable content will only be used publicly after separate, clear permission has been obtained. Public-use permission is optional and refusing it will not affect the repair service.

Where separate permission is given, the customer grants PC Repair Guru a non-exclusive, royalty-free permission to reproduce, edit and publish the specifically approved content for the channels and purposes described in the permission request. Permission may be withdrawn for future use by contacting PC Repair Guru. We will take reasonable steps to stop new use and remove content from channels we control, but withdrawal does not affect earlier lawful use and cannot guarantee removal of copies already printed, cached, shared or republished by third parties.

You confirm that you are entitled to provide the content and should remove or obscure unrelated personal information. If the content identifies another person, you must have authority to provide it and further permission may be needed before public use.

12. Repair times and same-day availability

The typical turnaround is one to three working days, but this is an estimate rather than a guarantee. Completion can be affected by diagnosis, parts availability, supplier delivery, hidden damage, specialist work, customer approval or testing. Same-day repair may be available for selected faults when workload and parts allow.

13. Cancellation and cooling-off rights

You may cancel a workshop appointment before work begins by contacting us as soon as possible. Charges already incurred with your approval, including a completed call-out, specialist assessment or specially ordered part, may remain payable where lawful.

Where a consumer contract is made entirely by phone, online, WhatsApp or away from the workshop, the Consumer Contracts Regulations may give you a 14-day right to cancel. If you ask us to start work during that period, you may have to pay a proportionate amount for work supplied before cancellation. If the service is fully completed during the cancellation period after your express request and acknowledgement, the cancellation right may end. Any applicable cancellation information should be provided in a form you can save.

14. Payment and release of devices or recovered data

Unless agreed otherwise, payment is due when the approved work is complete and before the device or recovered data is released. Accepted methods are cash, debit card and credit card. Ownership of supplied parts does not pass until the relevant amount has been paid.

For data-recovery work, the invoice may be issued when the recovered data is ready. Where payment is required before release, the 10-day availability period begins when PC Repair Guru sends the collection or transfer instructions, not merely when the invoice is created.

15. Collection and uncollected devices

Please collect a completed or unrepaired device within the period agreed or promptly after notification. If a device remains uncollected, we will make reasonable contact attempts and give written notice before applying any storage charge or taking disposal or sale action permitted by law. We will not treat silence alone as immediate permission to dispose of a device.

16. Workmanship and parts warranty

Repair workmanship is covered for 30 days from completion unless a longer period is stated in writing. The warranty for a supplied part depends on the part and manufacturer or supplier.

A warranty does not normally cover an unrelated fault, subsequent accidental or liquid damage, misuse, malware, customer software changes, unauthorised repair or alteration, damage caused by a customer-supplied part, consumable wear or a pre-existing fault that was not part of the approved repair. This does not remove statutory rights.

17. Liability and data-recovery risk

PC Repair Guru will perform agreed services with reasonable care and skill. Repair and data-recovery work is often carried out on devices or storage media that are already damaged, unstable, corrupted or inaccessible. Inspection, powering, imaging, reading or recovery attempts may reveal or worsen an existing fault despite reasonable care.

PC Repair Guru does not guarantee that any data can be recovered, that all requested files will be recovered, or that recovered files will be complete, readable, correctly named, compatible, uncorrupted or suitable for a particular purpose.

We are not responsible for faults, damage or data loss that existed before the device was received, were not reasonably discoverable, arose from deleted, overwritten, encrypted or corrupted data, resulted from the failing or deteriorating condition of the device, or were caused by information, passwords, parts or instructions supplied by the customer, except to the extent that our failure to use reasonable care and skill caused or increased the loss.

The customer remains responsible for maintaining suitable backups where practical and for collecting or receiving, checking and independently backing up recovered data within the stated availability period.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, a failure to provide the service with reasonable care and skill, or any consumer right or liability that cannot lawfully be excluded. Any other limitation applies only to the extent permitted by law and only to loss that was reasonably foreseeable.

18. Complaints

If you are dissatisfied, contact PC Repair Guru promptly with the job details and the outcome you seek. We will review the repair record, relevant photographs, test results, communications and warranty position and provide a reasoned response after investigation.

Consumers may obtain independent advice through Citizens Advice and may report relevant matters to Trading Standards.

19. Website information and external links

Website information is general guidance and does not replace diagnosis of a particular device. External links, including WhatsApp, Google Maps and Trustpilot, lead to services controlled by third parties.

20. Governing law

These terms are governed by the law of England and Wales. Consumers retain any mandatory right to bring proceedings in another UK jurisdiction where applicable.

21. Model cancellation form

Use this form only where a statutory cancellation right applies. You may send the same information by email.