Repair Terms and Conditions

SECTION 1: GENERAL TERMS AND CONDITIONS (Applies to All Repairs)

1. Scope of Services

These terms apply to all repair services provided by Prime Tech Support, including in-store, onsite, remote, and mail-in repairs. By requesting or authorizing any service, you agree to the terms outlined on this page and in our category-specific policies.

2. Diagnostics & Fees

All repair services begin with a diagnostic to identify the issue and determine the best course of action.
Diagnostic fees vary based on device type, condition, and urgency.
Diagnostic fees are non-refundable, but will be applied toward the final cost of the repair if approved.
For devices that are non-functional or liquid-damaged, higher diagnostic fees may apply.

3. Approval & Authorization

No repair work is performed without customer approval.
All approvals are managed through our ticketing system (CRM) via detailed quotes sent by email or text message.
The customer must approve the quote directly through the system. This approval serves as written authorization to proceed.
If the quote is not approved, no work will be performed, and the device may be returned as-is.
Any changes or additions to the scope of work will require a new quote and separate approval.

4. Payment Terms

Once a quote is approved, payment is due immediately.
The terms and due date for each service are defined in the individual quote and may vary depending on:
- The type of work being performed
- Whether parts are ordered
- Verbal agreements made during intake or communication
No repair work will begin without approved payment terms.
Full payment is required before any equipment is released.
Deposits may be required upfront for part orders or custom services.
Invoices not paid as agreed may incur late fees or result in storage charges.

5. Turnaround Times

Turnaround estimates are provided as a courtesy but are not guaranteed.
Delays may occur due to parts availability, additional diagnostics, third-party vendors, or complexity of the issue.
Rush service may be available for an additional fee and must be requested at the time of check-in.

6. Abandoned Devices & Storage Fees

Once your device is ready for pickup, you have 3 business days to collect it at no extra charge.
Starting on Day 4, a $10.00 daily storage fee applies.
Devices not picked up within 30 calendar days will be considered abandoned and may be recycled or repurposed at our discretion, with no further liability.

7. Limited Warranty

Labor is covered under a 30-day limited warranty, unless stated otherwise on the invoice.
If we provide the parts, they may carry a 90-day manufacturer-backed warranty.
Warranty coverage applies only to the specific issue repaired or component replaced.
Warranty is void if the device is tampered with, physically damaged, liquid-damaged, or altered by another party after the repair.
Devices with prior or ongoing liquid damage are not covered under warranty unless specifically noted.

8. Customer Data & Privacy

Customers are solely responsible for backing up their data before bringing the device for service.
Prime Tech Support is not liable for data loss under any circumstances.
If data recovery is part of the service, we will only access the data necessary to complete the recovery process.
All devices are handled with strict respect for customer privacy and confidentiality.

9. Parts & Labor Policy

If Prime Tech Support provides the parts, we offer a 90-day warranty on both parts and labor, unless otherwise stated.
If the customer provides their own parts, we do not offer any warranty, unless expressly agreed upon in writing.
Written exceptions must be clearly documented in the quote or communication at the time of service approval.
If a customer-supplied part is found to be defective, incompatible, or fails after installation, additional labor charges will apply.
Prime Tech Support is not responsible for the quality, condition, compatibility, or longevity of any parts not sourced through our company.
The decision to accept customer parts is made on a case-by-case basis depending on the type of repair and technician approval.

10. Mail-In Devices

The customer is responsible for all shipping costs unless otherwise stated.
Devices must be securely packaged and insured; we are not responsible for shipping damage.
We begin diagnostics only after receiving the device and checking it in through our CRM system.
The same approval process applies: quotes are sent via email or text for customer review and authorization before any service begins.

11. Onsite & Remote Services

Onsite Services:
- A minimum charge of one hour applies to all onsite visits.
- Rates vary based on the type of work performed.
- Travel fees and parking charges (if applicable) will be added to the final invoice.
- Quotes must be approved in advance, including all travel-related costs.

Remote Services:
- Remote sessions are prepaid and billed in 1-hour increments.
- A minimum charge of 1 hour is required in advance before the session begins.
- If more time is needed, additional hours must be prepaid to continue.
- Sessions are conducted via secure remote access tools.

12. Policy Acceptance

By placing a repair order — whether in-store, by phone, online, or by mail — you agree to these terms.
If you do not accept these terms, please notify us before diagnostics or repair begins.
We reserve the right to update these policies at any time. The most current version will always be posted on our website.