Customer terms — read with the written quote, cancellation notice and privacy notice.
One-off household repair appointments in England
1. Who you are booking
Doorstep Device Repairs is the trading name of David Newcombe, a sole trader.
Business geographical address: Newton House, Newton Road, Sudbury, CO10 2RS. Complaints address, if different: Same as business address.
Contact us through Facebook Messenger using the Page below. WhatsApp: 07484 371601 (WhatsApp Business currently displays PresGro). Facebook: https://www.facebook.com/profile.php?id=61594798736028
VAT: Not VAT registered; no VAT is charged.
We are an independent repair service. Manufacturer names identify compatible devices; they do not imply manufacturer authorisation or affiliation.
2. Your quote and appointment
Our written quote identifies your device, agreed work, parts and grade, known limitations, total price, travel charge, payment arrangements and expected appointment/duration. A quote is valid for seven days unless it says otherwise. A contract starts when we confirm your booking in writing following your acceptance. There is no subscription or minimum repeat commitment.
You must own the device or have the owner's authority. Tell us about known faults, liquid exposure, previous repairs and important data before work starts. We may decline work that is unsafe, unsupported or outside our skills/tools. We do not bypass ownership or activation locks.
Appointments are available seven days a week by agreement. We aim to carry out the service within 36 hours of booking confirmation, subject to compatible parts and appointment availability. Your confirmed appointment governs; the 36-hour target is not an unconditional guarantee.
Removed parts are disposed of through our arranged waste route unless you request their return before work starts. We retain removed batteries for appropriate disposal; tell us before booking if you do not accept this arrangement. We record disposal authorisation.
Appointments need a clean, stable, well-lit workspace with power where required. If the site is unsuitable we will discuss another arrangement. We will not invent an extra charge on arrival.
3. Parts, features and changes
The quote will state whether a part is new genuine, refurbished original or aftermarket, based on evidence from the supplier. We will explain any known effects on display features, battery reporting, biometrics, calibration or parts messages before you agree.
We do not promise that opening/resealing a device restores its original water-resistance rating. This does not excuse damage caused by our work. Any promised capability forms part of the agreement.
We will obtain your agreement to a new price or scope before additional work. If an unexpected problem prevents completion, we will explain it and agree the next step. We will not take a device away without your express agreement and a written receipt.
4. Data and testing
Please make and check a backup before repair where possible. If that is impossible, tell us before the appointment so we can discuss whether to proceed. We access only what is necessary for the agreed work and tests. Enter passwords yourself where practical; do not send account passwords in messages.
Cloning, formatting, reinstalling or deleting data requires specific written authorisation. We do not guarantee recovery from a failing drive. Your backup acknowledgement does not waive our responsibility for reasonable care or your legal rights.
We record relevant tests before and after work and note any features that cannot be tested. We will ask permission for condition photographs; these are not marketing permission. Signing a completion sheet acknowledges the recorded tests, not that you give up rights over faults discovered later.
5. Payment and cancellation
Payment is by cash or an agreed available Stripe card/payment-link method. For standard bookings, no deposit is required. On arrival we inspect and test the device, reconfirm the agreed work and total, and collect full payment before starting the repair. Alternative payment arrangements or a parts advance must be agreed in writing before booking. Any advance counts towards the total. We provide a payment receipt and a completed work record. If the inspection changes the diagnosis or price, we obtain your agreement before collecting payment or starting work. Payment before work does not remove cancellation rights or remedies for faulty or uncompleted work. If a pre-quoted repair cannot be completed, we refund repair labour and unsupplied parts; any retained charge must be separately authorised, properly delivered and legally due.
The separate Cancellation Policy and Form is part of these terms. A part ordered for your model is not automatically bespoke or non-refundable. We do not use blanket non-refundable deposits or automatic missed-appointment penalties.
Any diagnostic service must be separately agreed; diagnosis does not promise a fix. The quote explains the £39 diagnostic credit if applicable. An unsuccessful straightforward repair does not attract repair labour charges; separately authorised diagnosis/travel may be payable only where properly delivered and legally due. Our own mistakes are not charged as additional work.
6. 30-day repair guarantee
For 30 calendar days from completion, we provide a free guarantee for defects in parts we supplied and our workmanship on the agreed repair. It applies to the repaired device in England. Contact us using the details above with your job reference and symptoms; we will arrange inspection and an appropriate remedy without charging for a covered claim or necessary corrective travel. Where a repair or replacement cannot reasonably resolve a covered problem, we will provide an appropriate refund. This guarantee is additional to statutory remedies.
It does not cover unrelated faults or damage caused after repair by impact, misuse, liquid exposure or another person's work. Those exclusions apply only where the event caused the claimed fault; opening the device later does not automatically remove all rights. Normal battery wear is not a defect, but a faulty replacement battery remains covered. We do not guarantee customer-supplied parts, if separately accepted, but remain responsible for our fitting work.
Your statutory rights are not restricted to 30 days. Goods must meet applicable quality, fitness and description requirements, and services must be performed with reasonable care and skill. Depending on the circumstances you may have rights to repair, replacement, repeat performance, price reduction, rejection/refund or compensation. Contact us even after the guarantee ends if you believe a supplied part or our service did not meet those requirements.
7. Responsibility
We remain responsible for loss or damage for which the law makes us liable. We do not cap liability at the repair price or require you to accept negligent work at your own risk. We are not responsible merely because an unrelated pre-existing fault exists; we will explain any evidence relevant to the problem. Nothing excludes liability that cannot lawfully be excluded, including death or personal injury caused by negligence, fraud or statutory consumer rights.
8. Complaints and aftercare
Contact us through Facebook Messenger, WhatsApp 07484 371601, or the address above with your job reference and the problem. We aim to acknowledge complaints within two working days and provide a substantive response within ten working days, or explain any delay and next update date. These targets do not postpone a legal refund/remedy deadline.
If unresolved, we will explain our final position in writing and provide information about a suitable available alternative-dispute-resolution provider and whether we are required or willing to participate. We do not claim membership of a scheme unless stated on your quote. Your right to seek independent advice or use the courts is unaffected.