BOOKING TERMS

DROP-OFF // REPAIR // COLLECTION

What this page covers

These are the practical terms that apply when you book a repair with OnlineFix in Guildford. They cover the drop-off, the repair work, and collection. They sit alongside our Privacy & Cookie Policy, which explains how we handle the personal data you submit.

Last updated: 16 October 2026

The booking is a request, not a contract

Submitting the form on /book/ sends us a booking request. We'll either confirm the slot, suggest a different time, or ask follow-up questions, by email. The repair contract begins when you drop the device off and we accept it for assessment.

We aim to reply within one working day. If you've not heard from us in 24 hours, give us a call on 07940 730537.

What we'll do

  • Confirm or suggest a drop-off time, by email
  • Diagnose the device and quote you before any repair work
  • Treat your device with care and protect any data on it from unnecessary access
  • Use suitable parts and tools for the job — original or quality-matched aftermarket, your choice where applicable
  • Test the device after repair before handing it back

What we ask of you

  • Back up your data before drop-off. Repairs sometimes require a factory reset, especially anything involving the storage or motherboard. We'll do our best to preserve data, but we cannot guarantee it
  • Disable lock screens, activation locks, or remove your account if asked, so we can test the repair
  • Be honest about prior repairs and water damage — they affect our ability to fix the device and the quote
  • Bring proof of ownership if requested (especially for phones)
  • Collect the device within 60 days of completion. After that, the device may be considered abandoned and recycled

Pricing & payment

  • The booking form does not require payment
  • Diagnostics cost £20 for phones, tablets, games consoles and laptops, and £40 for desktop PCs
  • Once we've quoted you, work begins only when you confirm
  • Payment is due on collection, by cash or bank transfer — we do not accept credit or debit cards, Apple Pay or Google Pay
  • If you need an invoice, for business expenses or an insurance claim, just ask and we'll issue one
  • If you decide not to proceed after diagnostics, you pay only the diagnostic fee and we hand the device back
  • If we can't repair the device, there's no charge, except that in some cases we charge £20 for a repair attempt

Cancelling or rescheduling

You can change or cancel your booking at any time before drop-off. Email us back on the confirmation thread or call 07940 730537. There's no cancellation fee.

If you don't show up at the agreed slot and don't get in touch, we'll send one follow-up email. If we still don't hear from you, the booking lapses, and we reserve the right not to accept future bookings from you.

Warranty on our repairs

Workmanship is covered for 90 days from the date of collection. If the same fault recurs because of something we did, we'll fix it again at no charge. Parts carry their own manufacturer warranty where applicable.

The warranty does not cover: new accidental damage, water/liquid damage after collection, or unrelated faults that develop later.

Liability

We carry insurance and treat every device carefully, but we have to be honest about edge cases:

  • We are not liable for data loss — back up before you drop off
  • Where a fault is not economically repairable, we'll tell you up front; no obligation to proceed
  • Repairs cannot revive devices with severe motherboard or liquid damage in every case; we'll tell you the odds before you decide
  • Our maximum liability for a repair is the value of the repair charge itself, except where law requires otherwise

Nothing here limits your statutory rights under UK consumer law.

Photos you upload

Photos you attach with the booking form are stored in our private repair workspace, used by us to diagnose the issue, and deleted when the booking is closed or declined. We do not share them with third parties. Full detail in the privacy policy.

Changes to these terms

We may update this page occasionally to reflect how the booking flow actually works. The version that applies to your booking is the one published when you submitted the request. We'll keep older versions on file if you ever want to see them — just ask.

Get in touch

Questions about these terms or a specific booking: