These are the terms we work under for repairs and workshop jobs. They're the same ones printed on your workshop receipt and on the jobsheet you sign when you drop something in — this page just makes them readable before you make the trip.
The signed jobsheet is the actual agreement. If anything here differs from what's on your jobsheet, the jobsheet is what applies.
Every job starts with a diagnosis
We don't guess and we don't replace parts speculatively. Diagnosis is $149 for computers, laptops and consoles, and $79 for phones and tablets.
Both are paid upfront. That covers the technician's time working out what's wrong, whether or not you decide to go ahead with the repair. On phones and tablets the $79 is credited against the repair if you proceed; on computers the $149is not.
Nothing happens without your approval
If additional parts or labour turn out to be needed beyond the diagnosis, you'll be contacted and asked before we go any further. You will not receive an invoice for work you didn't agree to.
Turnaround and the queue
- Average turnaround from drop-off to completion is two to five working days, not counting weekends and public holidays.
- Jobs are worked first in, first out unless priority service is paid for.
- Priority service (an additional $79) moves your job to the front of the queue. Emergency service (an additional $149) starts it immediately. Neither guarantees a completion time.
- You can pre-pay to reserve your place in the queue and be notified when your job is due to be worked on, then bring the device in.
- Most parts are held in stock. Specialty parts may need ordering, which typically adds two to three days.
Where we can't guarantee a result
Some jobs are genuinely uncertain, and we'd rather say so upfront than over-promise:
- Virus removal. Not all traces of an infection can always be found. Manual removal isn't guaranteed — a full Windows reload is the reliable fix. If an infection returns within a week of a manual clean, the $79 you paid is credited towards a reload.
- Data recovery. The $79 attempt fee is paid upfront and is the most you'll pay if the data can't be recovered. We don't charge extra for an attempt that doesn't succeed.
- Liquid damage. Outcomes depend heavily on how long the device sat before it reached us. We'll assess and tell you honestly what the odds look like.
Testing items you didn't buy from us
Single item testing is $39, or $79–$149 where a temporary bench build is needed to test the component (a mainboard, for example). The fee doesn't apply to items bought from us that are still under warranty. It may apply where an item is returned as faulty and turns out not to be.
Insurance work
Where a device is being assessed for an insurance claim, the report is $99 in addition to the assessment. If an underwritten device is replaced or paid out, it's held under a strict six-month quarantine period before it can be released back to you — at no cost to you or the insurer — unless the insurance company gives express permission for early release. That's the insurer's requirement, not ours.
Data drives can be retrieved at no cost and without needing the insurer's permission. Data recovery itself is available but isn't usually covered by insurers.
Your data
How we handle information on your device during a repair is set out on our privacy page. If a repair carries any risk to your data, we'll flag it before starting.
Questions
Ask before you drop off, not after. We'd rather spend five minutes on the phone than have you surprised at pickup.