Console Hospital Services Terms & Conditions

These are the terms and conditions on which we supply our services to you ("Terms"). Please read them carefully before confirming that you want us to perform the services. By confirming that you want us to perform the services you agree to be bound by these Terms. If you have any questions about them, please contact us using the details below or ask your Console Hospital representative. We will only perform repair services for individuals who are 16 years of age or older.

1. HOW TO CONTACT US

1.1. You can contact us by telephoning our customer service team on 07808235411 or by writing to us at info@consolehospital.co.uk

1.2. If we have to contact you we will telephone or email you using the contact details which you have provided to us. If your contact details change you should let us know immediately via any of the contact methods above.

2. OUR CONTRACT WITH YOU

2.1. Your confirmation that you want us to proceed with the Services at the price we have quoted will be treated as an offer to purchase the Services. A contract will only come into existence between you and us when you have agreed to the Services you have asked us to perform at the price quoted. Your Repair Ticket will be updated accordingly with details of the Services and the agreed price, if you believe that any information on the Repair Ticket is wrong you must tell us immediately so that we can correctly capture the Services you want performed and the price agreed.

2.2. Unless you or we cancel the contract in accordance with paragraphs 2.3, 3.2, 3.4 or 4.2 of these Terms, it continues until we have repaired your Device or otherwise returned it to you and we have received payment from you, whichever is later.

2.3. We have the right to cancel the contract if, on inspection of your Device we find that it has been subject to dismantling, prior repair attempt or modifications prohibited by the manufacturer or if any serial or IMEI number has been defaced or removed.

3. HOW WE PERFORM THE SERVICES

3.1. We will perform the Services using reasonable skill, diligence, due care and attention.

3.2. When your Repair Ticket has been created, we will provide an estimated timeframe for completion of the Service. Whilst we will use reasonable efforts to meet that timeframe, it is only an estimate and we are not responsible to you for any delays which are outside of our reasonable control (for example, a shortage of parts). If there is a risk of substantial delay, we will contact you promptly to let you know and if you are unhappy with the delay you may contact us to cancel the contract and collect your Device.

3.3. If your Device has a passcode lock you either need to disable it before we start the repair or tell us what it is so that we can test the Device pre and post repair. If you prefer you can enter the passcode yourself, but this will mean that you need to remain in the store whilst the testing is performed both before and after the repair. In all cases we recommend that you change your passcode when you have collected your Device.

3.4. In the performance of the Services we may have to restore your Device to the manufacturer's settings. This may delete data and settings on your Device. Where your Device has been unlocked for use on all networks, it can also result in the Device returning to locked status. Please ensure that any important data on your Device is backed up before we start the Services. We do not accept any responsibility for loss of data on your Device or for any fees you must pay to unlock your Device following our repair.

3.5. We cannot guarantee that we will always be able to successfully repair your Device and we may conclude that your Device is beyond economical repair. When either of these situations occur, we will contact you to arrange for you to collect the Device and you will charged for the Diagnostics or Partial repair if agreed upon, if not then there will be no charge applied for the Services.

3.6. Please note that our repair may void your manufacturer's warranty and that, following a screen repair, any water-proofing or resistance cannot be guaranteed.

4. PRICE AND PAYMENT

4.1. We will tell you the price for the Services when creating your Repair Ticket and that agreed price will be set out in your Repair Ticket. Sometimes when we start a repair, we may find further faults or damage with your Device which fall outside the scope of the Services and price we agreed. If this happens, we will contact you and confirm what additional fee is payable if you want us to perform the additional repairs. We won't carry out the additional repairs until you have notified us that you accept the new price quoted. If you reject any quoted price after engineer inspection has taken place, you may be liable to pay an inspection fee of up to £70 depending on the device in order to retrieve your device. If you are unable to pay this inspection fee, we may have to retain your device. See 4.2 for more information.

4.2. The price is payable on completion of the Services. All repairs must be paid for in full either before collection of your Device or when you collect your Device. If you fail to make payment in full on collection, we will automatically cancel the contract with you and we will not release your Device to you until we have received payment in full. If, after a reasonable time, we have still not received payment from you then, without prejudice to any other rights that we may have, we may sell your Device to recover the unpaid amounts. We will only sell your Device in these circumstances where we have first given you at least 7 days' notice of our intention to do so.

5. COLLECTION OF YOUR DEVICE

5.1. When we have finished performing the Services we will email or phone you to let you know that your Device is ready for collection. You agree to collect your Device when requested to do so within 7 days of us notifying you it is ready for collection. You must collect your Device during agreed times. You must be the person collecting your Device, if for any reason you are unable to collect your Device you must contact us immediately so that we can discuss what options are available to help you.

5.2. If you do not collect your Device within 7 days or agree an alternative arrangement with us we will keep your Device for a maximum of 14 days. After that period has expired, without prejudice to any other rights we may have to recover payment for our Services, we may sell your Device. We will only sell your Device in these circumstances where we have first given you at least 7 days' notice of our intention to do so.

6. LIMITATION OF LIABILITY

6.1. Although we will provide the Services with reasonable skill and care, we make no promise that the Services will meet your exact requirements or that they will always be available.

6.2. Nothing in these Terms limits or excludes our liability for death or personal injury caused by anything we have or have not done and nothing in these Terms limits, excludes or restricts your consumer rights under UK law.

6.3. Subject to paragraph 6.2 above, we shall not be liable to you for any loss of damage you suffer where:

6.3.1. despite using reasonable efforts, we are unable to provide the Services as a result of any event outside our reasonable control; or

6.3.2. the loss or damage is related to your business, for example, loss of profits; or

6.3.3. something you have, or have not, done is the main cause of the loss or damage; or

6.3.4. the loss or damage is not reasonably foreseeable.

7. YOUR PERSONAL INFORMATION

7.1. In order for us to provide the Services you must provide us with your name, phone number, address, payment details, device details and other requested information. Details of what personal information we will collect from you and how we will process and protect your Personal Information can be found in our Privacy Policy.

8. CONSOLE HOSPITAL GUARANTEE

8.1. With the exception of liquid damage repairs, all of our Device repairs come with the Console Hospital Guarantee as standard and free of charge to you. This guarantee is in addition to your legal rights under UK consumer law and does not affect them.

8.2. The Warranty is linked to a specific device as identified by its unique IMEI or serial number and to a specific Customer as identified by the records on our system. It will cover the Customer for any reoccurrence of the original fault and for the part replaced / repaired only, however if additional faults arise, they will not be covered under the terms of this Warranty. Furthermore, the Warranty will not cover accidental damage, nor will the cover extend should the device change ownership.

8.3. All repairs carried out by Console Hospital will have warranty seals applied, whenever a device is returned for a warranty repair the integrity of these sealed are confirmed, if these sealed are found to be missing or tampered with Console Hospital reserves the right to void any warranty attached to the device.

8.4. Our warranty coverage is applicable solely to customers who are currently residing in the United Kingdom.

8.5. Warranty repairs do not cover any additional travel, postage or courier costs incurred.

Our promise

We promise that if the original fault recurs or the part we repaired or replaced fails within the applicable warranty period, we will repair or replace it for you free of charge. The table below sets out which warranty period applies for each repair type:

Screen repairs -
Smartphone/Tablets/Handheld Consoles: 3 months Warranty
Laptop/Macbook/iMac: 6 month Warranty

Other repairs -
Logic board repair: 6 month Warranty
Battery replacement: 3 month Warranty
All other component repairs and/or replacements: 6-12 month Warranty