Terms and Conditions / Terms of Service

PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY. BY ACCESSING OR USING OUR SERVICES, YOU AGREE TO BE BOUND BY THE TERMS AND CONDITIONS DESCRIBED HEREIN AND ALL TERMS INCORPORATED BY REFERENCE. IF YOU DO NOT AGREE TO ALL OF THESE TERMS, DO NOT ACCESS OR USE OUR SERVICES.

1. New Check-ins
By accessing your account through our portal at http://portal.prismtech.co.uk, you can conveniently view your current work orders, previous work orders, make requests, communicate with our staff directly, and view previous receipts. Our portal allows you to stay updated on the progress of your repairs in real-time, eliminating the need to call us for updates.

2. Booking and Repair Process
2.1. Booking your device with us automatically implies acceptance of the following terms and conditions.
2.2. While you are welcome to call us to inquire about the status of your item, excessive contact may delay repairs as our technicians’ time will be spent on communication rather than carrying out the repairs. The typical repair time is 1-4 business days, but it may vary during busy periods or if special order items are required.

2.3. Please note that while our technicians will not intentionally cause data loss or file damage on your device, mechanical failures of components can occur unexpectedly, and virus infections can lead to unpredictable problems. If you have important data such as family pictures or financial records on your device and wish to minimize the risk of data loss, please inquire about our backup services, which can be performed before intensive diagnostic tests or virus scans are conducted. Prism Technology will not be held liable for any loss of data or unforeseen events such as theft, fire, or liquid exposure (this list is not exhaustive).

2.4. Third Party Screens and Compatibility Issues:

When it comes to Phone repairs, it is important to note that we may also utilize third-party screens for replacements. While these screens are of high quality and function effectively, we would like to highlight that we cannot assume responsibility for any potential compatibility issues that may arise between these screens and the device manufacturers’ software updates or choices.
In certain cases, when a third-party screen is installed, your device may display a notification indicating that a non-original part has been used. This message is a standard prompt designed by the device manufacturer and does not affect the functionality or performance of the device. Please be assured that we only use reliable third-party parts and strive to provide the best repair solutions for our customers.

Water Resistance and Repair Services:
We want to emphasize that any repairs carried out on your device, regardless of the make or model, may compromise its water resistance capabilities. Unless explicitly stated in writing by our repair store, we cannot guarantee the water resistance of any device after it has undergone repairs. It is important to understand that even with meticulous repair procedures, the original water resistance integrity may not be fully restored.
We highly recommend exercising caution and avoiding exposure to water or other liquids after any repairs have been completed. It is the responsibility of the device owner to take appropriate measures to prevent damage from water or liquid contact.

Dust Visibility in Repairs:
During the repair process, our technicians work diligently to provide the highest quality service. However, due to the nature of repair environments, we cannot guarantee that there will be no visible dust particles underneath certain components, such as digitizers or screens.
Although we employ measures to minimize dust and maintain a clean work environment, the presence of microscopic particles may be unavoidable. Please be assured that any visible dust that does not affect the functionality or performance of the device is considered within acceptable standards. We strive to achieve the best possible repair results while ensuring the overall integrity and usability of your device.
By availing our repair services, you acknowledge and accept these terms and conditions. If you have any concerns or questions regarding our policies, please feel free to contact us for further clarification.

3. Items Booked In

3.1.(FOR REFERENCE ONLY SECTION 3.1 are for bookings before only 30th August 2023 ONLY, THIS IS NOW SUPERSEDED BY 3.1A below) A booking fee of £10 MAY (subject to our decision) be charged upon booking, which will be applied towards the cost of returning any abandoned items. If you reject our quotation and collect your item within the requested 14-day time frame, we will refund the £10 in full (unless a pre-agreed diagnostics charge has been established). Basic diagnostics are provided free of charge. However, if we need to disassemble a device or spend a significant amount of time on diagnostics, a minimum charge will be requested from the customer to cover diagnostics charges. (Again, 3.1 no longer applies to any NEW customers after 30^th August 2023, 3.1A applies after this date)

3.1A Unclaimed Items Policy:

At Prism Technology, we prioritize transparency and professionalism in our dealings with customers. This policy outlines the terms and conditions pertaining to items left with us that have not been collected within a reasonable timeframe. It is crucial to review and understand these terms before leaving your device with us.

Notification Period:

Upon completion of repairs, diagnostics, or other services, customers will be notified through their provided contact information (email, phone number, etc.). A notification will be sent, informing the customer that their device is ready for collection.

Unclaimed Items:

In the event that an item is not collected within 30 days from the date of the notification, Prism Technology reserves the right to deem the item as unclaimed.

Communication Attempts:

We will make reasonable efforts to contact the customer during the 30-day period to remind them of their uncollected item. This may include additional notifications via email, phone calls, or text messages.

Storage Charges:

Should an item remain unclaimed beyond the 30-day period, Prism Technology will charge a reasonable storage fee of £10 per week to cover the costs associated with storing the item securely. The customer will be notified of this charge before it is applied.

Disposal or Sale:

After a total of 60 days from the original notification date, if the item remains unclaimed and any applicable storage charges remain unpaid, Prism Technology reserves the right to dispose of or sell the unclaimed item to recover costs. Any proceeds from the sale will be used to cover outstanding payments, storage fees, and related expenses. Any remaining balance will be held for a reasonable period (28 days) to allow the customer to claim it. Once a repair is carried out, old parts will be disposed of / recycled by Prism Technology as part of the repair process. Replaced Items will not be returned to the customer unless prior agreement has been made

Data Protection:

Prior to any disposal or sale, Prism Technology will take reasonable measures to ensure the protection of customer data. Personal information and data on the unclaimed device will be securely erased in accordance with applicable data protection laws.

Customer Disputes:

If a customer disputes the disposal or sale of their unclaimed item, Prism Technology will provide evidence of the notifications sent, communication attempts made, and any charges applied. This information will be used to demonstrate the reasonableness of the actions taken in accordance with this policy.

By leaving your device with Prism Technology, you acknowledge and agree to the terms outlined in this Unclaimed Items Policy. We encourage you to promptly collect your items upon notification to avoid any inconvenience or additional charges. If you have any questions or concerns, please contact us at 0333 335 5873.

(SECTION 3.2 NO LONGER APPLIES TO ANY NEW CUSTOM after 30^th August 2023)
3.2. Prism Technology will charge £5 per week for storage fees for any items in our possession beyond 14 days after completion notification or quotation, without prior arrangement. After 14 days, the first £5 weekly charge will be applied. We reserve the right to return the item to you at your cost at any point. In such cases, you will be liable to repay storage fees, administrative charges (including SMS costs), repair costs, general costs incurred, return courier/postage costs, and costs associated with debt recovery and tracing agents. We will issue court proceedings (including CCJ) for any unpaid invoices/debt owed to us. If the debt still remains unpaid after a CCJ is issued , you will then have the added costs of a county court sheriff or other enforcers who may repossess items up to the value of the amount owed.

(SECTION 3.2 NO LONGER APPLIES TO ANY NEW CUSTOM after 30^th August 2023)
3.3. It is your responsibility to ensure that we have the correct contact information. If you do not receive an email or SMS but we can prove that it was sent, please do not claim that it did not arrive. Please check your SPAM folder as well.
3.4. By booking your item with us, you accept our terms and conditions, which are viewable in-store or a https://www.prismtech.org.uk/?page_id=535.

4. Receipt Terms and Conditions

4.1. Refurbished Items Purchased: At Prism Technology, we take pride in offering high-quality refurbished items. Each refurbished item undergoes a thorough inspection and testing process to ensure its functionality and reliability. We stand behind the quality of our refurbished items and provide a 1-year warranty against defects in materials or workmanship.

Please note that our warranty does not cover any damages or faults resulting from end-user actions, including software faults and accidental or intentional damage. Any tampering, unauthorized repairs, or modifications made to the refurbished item will void the warranty. Software is only guaranteed at point of sale, any amendments to software, such as installing further updates, drivers, or software (this list is not exhaustive) – will not be guaranteed as this is not what we have provided. 

Example: If we supply a laptop to you and a Windows update for the operating system corrupts the O.S – this is not a warranty claim. Only changes that we authorise or carry out will be covered by our warranty as the warranty is to cover OUR workmanship and OUR hardware supplied.

4.2. Returns Policy: We strive to ensure your satisfaction with every purchase from Prism Technology. If, for any reason, you are not satisfied with your purchase, we offer the following return options:

2 Days Goodwill Return: Within 2 days of purchase, if you are not satisfied with your item, we will gladly provide a voucher for the purchase price. To qualify for the 2 Days Goodwill Return, please ensure that the item is returned in the same condition in which it was sold, accompanied by the original receipt. Please note that all returns are subject to testing to verify the condition of the item. The 2 Days Goodwill Return policy is offered at the discretion of our management and may be withdrawn at any time.

30 Days Statutory Refund Policy: If your item develops a fault that has occurred through no fault of your own, you are entitled to a refund, repair, replacement, or exchange within 30 days of purchase. To initiate a return under the 30 Days Statutory Refund Policy, please ensure you have the original receipt and provide our team with sufficient evidence and we must be able to verify the fault. Our aim is to rectify the situation promptly and to your satisfaction.

Please note that all returns are subject to our assessment and approval. Returned items must be accompanied by the original receipt and must not show any signs of damage caused by the end user. We reserve the right to refuse a return if the item has been mishandled, intentionally damaged, or shows signs of unauthorized repairs or modifications.

We value your trust and strive to resolve any issues or concerns regarding your purchases promptly and fairly. If you have any questions or need further clarification about our refurbished items or returns policy, please contact our customer support team.

Please remember that the above terms and conditions provide a general overview and may not cover every aspect of Prism Technology’s policies. We recommend visiting our official website or reaching out to our customer support for the most up-to-date and comprehensive information.

4.3. New Items Purchased:
For new items purchased from Prism Technology, the manufacturer’s warranty applies. Please refer to the manufacturer’s warranty documentation included with the product for details on coverage and any applicable terms and conditions.

4.4. Receipts for Services:
When you receive a receipt for services provided by Prism Technology, please review it carefully. If you have any concerns or questions about the services performed, contact us within seven days of receiving the receipt to address the issue. After seven days, the services will be considered satisfactorily completed, and no further adjustments or refunds will be provided.

4.5. Additional Terms:
The terms and conditions mentioned above are not exhaustive, and additional terms may apply to specific products, services, or promotions offered by Prism Technology. Such additional terms will be communicated to you at the time of purchase or through other means of notification. 

4.6 At Prism Technology, we also offer repair services for your electronic devices and gadgets. We take pride in our skilled technicians who strive to provide excellent service and ensure the satisfactory completion of repairs. Should you have any queries or concerns regarding the repair work performed on your item, please refer to the following information:
Satisfactory Completion:We are committed to completing repairs to the highest standards and ensuring your satisfaction. Once your item has been repaired, our technicians conduct thorough tests to ensure it is in proper working condition. If, upon receiving your item, you have any concerns about the repair work or notice any issues, please contact our customer support within five (5) days of receiving your repaired item. We will make every effort to address your concerns promptly and provide a satisfactory resolution.
Queries Regarding the Repair:If you have any questions or require clarification regarding the repair process, timelines, or any aspect related to the repair of your item, our customer support team is available to assist you. Please don’t hesitate to reach out to us with your queries or concerns. We strive to provide clear and transparent communication to ensure a smooth and satisfactory repair experience.Please note that the terms and conditions mentioned above provide a general overview and may not cover every aspect of Prism Technology’s repair services. For more detailed information or any further inquiries regarding repairs to your items, we recommend visiting our official website or contacting our customer support team directly.We value your trust and aim to provide reliable repair services that meet your expectations. Your satisfaction is our priority, and we are dedicated to resolving any issues or concerns you may have regarding your repaired item.

5. General Terms and Conditions
5.1. Privacy:
Prism Technology respects your privacy and handles your personal information in accordance with applicable data protection laws. For more information on how we collect, use, and protect your personal data, please refer to our Privacy Policy, which is available on our website.
5.2. Limitation of Liability:
Prism Technology will not be liable for any indirect, incidental, special, or consequential damages arising out of or in connection with the use of our services, including but not limited to damages for loss of profits, data, or other intangible losses, even if advised of the possibility of such damages.
5.3. Governing Law and Jurisdiction:
These terms and conditions shall be governed by and construed in accordance with the laws of the jurisdiction in which Prism Technology is located. Any disputes arising out of or in connection with these terms and conditions shall be subject to the exclusive jurisdiction of the courts in that jurisdiction.
5.4. Modifications:
Prism Technology reserves the right to modify or update these terms and conditions at any time without prior notice. It is your responsibility to review the terms and conditions periodically for any changes. Continued use of our services after any modifications constitutes your acceptance of the modified terms and conditions.

Please note that the above terms and conditions are provided as a general overview and may not encompass every aspect of Prism Technology’s policies. It is advisable to visit the official Prism Technology website or contact their customer support for the most up-to-date and comprehensive terms and conditions.