Repair Terms & Conditions

Last updated: 7 November 2026

These terms apply when you ask DP PC & Laptop Repairs to diagnose, repair, upgrade or build a computer, laptop or other device. DP PC & Laptop Repairs is a trading name of PNM UK Enterprises Limited (company number 14898232), Lions House, North Street, Martock, Somerset, TA12 6DH. In these terms, “we” and “us” mean PNM UK Enterprises Limited, and “you” means the customer.

Please read these terms before booking or handing over your device. We will make them available before you agree to our services. Nothing in these terms affects your legal rights as a consumer.

1. Diagnosis and quotes

1.1 Diagnosis is free of charge. Postage for mail-in repairs is explained in section 4.

1.2 After diagnosis, we will give you a written quote. We will not carry out any chargeable work without your approval.

1.3 Quotes are valid for 14 days. If we find further faults during a repair that would change the agreed price or scope of work, we will stop and ask for your approval before proceeding.

1.4 Consumer quotes include VAT where applicable. Any return postage or other additional charges will be disclosed before you approve them.

1.5 Booking a free diagnosis does not commit you to a paid repair. The contract for chargeable work is made when you accept our written quote.

2. Payment

2.1 Once you approve a quote, payment is taken securely online before the repair is carried out, unless we agree otherwise with you in writing.

2.2 Devices are returned once all agreed charges, including any agreed return postage, have been paid, subject to your legal rights.

3. No fix, no fee

3.1 If we are unable to complete the agreed repair successfully, you will not be charged for that unsuccessful repair. We will refund any payment taken for it.

3.2 If a quote covers several separate repairs and only some can be completed successfully, we will agree with you which work you want to proceed with and what you will pay.

3.3 For mail-in devices, the agreed postage charge still applies if we cannot repair the device. This does not apply where we must cover the cost under your legal rights.

4. Collection and mail-in

4.1 Local collection. We offer free collection and return in our free local collection area, the towns and villages listed on our Free Local Collection page. Collection times are agreed with you in advance, Monday to Friday.

4.2 Mail-in. Once you have signed your booking, we can send you a prepaid label and arrange for a courier to collect your device from your address, normally the next working day. The courier cannot give a collection time. You may instead take it to a courier drop-off point, or send it to us yourself at your own cost using a suitably tracked and insured service. In every case, you are responsible for packing your device securely.

4.3 We are not responsible for damage caused during delivery to us by inadequate packaging or by a carrier you have independently arranged. This does not exclude responsibility for anything caused by our own negligence or where the law makes us responsible.

4.4 Returns. We return mail-in devices using a tracked delivery service. We remain responsible for the device during return delivery arranged by us until it reaches you or a person you have nominated to receive it.

4.5 Postage for mail-in repairs is £14.99, covering collection (where we arrange it) and tracked return delivery. If you go ahead with a repair, postage is included in your quote. If you decline the quote, you pay only the £14.99 postage charge. We will confirm this charge before you send your device to us, and any change must be agreed with you.

5. If you decline a quote

5.1 You are free to decline a quote. Diagnosis remains free.

5.2 For mail-in devices, you pay the £14.99 postage charge described in section 4.5. Devices in our free local collection area are returned to you free of charge.

6. Your data and backups

6.1 You are responsible for taking a full backup of any data you wish to retain before sending or handing your device to us. Our repair service does not include backing up your data unless we expressly agree this with you in writing.

6.2 If you cannot back up your device, please tell us before sending or handing it to us so we can discuss the available options. Data recovery or a backup service may involve a separate charge, which we will agree with you before proceeding.

6.3 Repairs can sometimes affect stored data. Some work, such as reinstalling Windows, formatting a drive or replacing a storage device, may involve erasing data or returning the device without its previous data. We will obtain your approval before carrying out work that we expect to erase your data.

6.4 We access your device and its contents only as reasonably necessary to diagnose, repair and test it, or to carry out other work you have authorised. This may involve incidental access to personal files. We do not deliberately browse unrelated personal files.

6.5 We do not copy or retain your personal files unless reasonably necessary for an agreed service or you have authorised us to do so. Any temporary copies will be handled securely and deleted when no longer required.

6.6 Taking a backup does not remove our responsibility to use reasonable care and skill. Nothing in this section excludes liability for data loss caused by our negligence or breach of contract, subject to section 12 and your legal rights.

6.7 How we handle personal information is explained in our Privacy Policy.

7. Our 12-month guarantee

7.1 Repairs and upgrades carried out by us are guaranteed for 12 months from the date your device is returned to you. This covers the parts we supplied and fitted, and our workmanship. For computers we build and supply, the guarantee covers the components we supplied and our assembly work.

7.2 If a part covered by our guarantee fails, or our work proves faulty, within that period, we will repair or replace the affected part or put the work right free of charge.

7.3 For a valid guarantee claim, we will cover reasonable, necessary transport costs to and from us. Please contact us before arranging postage so we can agree a suitable service or arrange collection.

7.4 The guarantee does not cover:

• accidental damage, drops, liquid damage or misuse after the device is returned
• faults unrelated to the parts we supplied or the work we carried out
• new software problems, viruses or malware arising after the device is returned, unless caused by our work
• the normal, gradual reduction in battery capacity over time
• damage or faults caused by subsequent repairs, modifications or interference by another person

7.5 Opening a device or having unrelated work carried out elsewhere does not, by itself, invalidate the guarantee.

7.6 To make a claim, please contact us using the details below and provide your repair or order reference, if available, together with a description of the problem.

7.7 This guarantee applies to devices we supply or repair for use in the United Kingdom. It is provided by PNM UK Enterprises Limited at the address shown in these terms.

7.8 This guarantee is in addition to your legal rights and does not limit them. Your legal rights may continue after the guarantee has expired.

8. Devices with existing damage

8.1 Devices with existing damage, such as liquid damage, corrosion or physical impact, can sometimes develop further faults during diagnosis or repair because of that existing damage. Where we identify a particular risk, we will explain it to you before proceeding.

8.2 We remain responsible for using reasonable care and skill when working on a device with existing damage.

9. Replaced parts

9.1 Parts we replace are disposed of responsibly unless you ask us to return them when you book. We will tell you before approval if a quoted replacement requires the original part to be returned to a supplier.

9.2 Any storage drives we remove will be returned to you unless you authorise secure wiping and disposal. If a faulty drive cannot be securely wiped, we will agree its return or secure destruction with you.

10. Uncollected devices

10.1 Please collect your device or arrange its return promptly after we tell you it is ready, or after you decline a quote.

10.2 If collection, payment or return arrangements remain outstanding for 90 days, we will make at least two attempts to contact you using the details you provided.

10.3 The expiry of 90 days does not automatically transfer ownership of the device to us or give us an unrestricted right to dispose of it.

10.4 If arrangements remain outstanding, we may take steps to sell or otherwise deal with the device only where permitted by law and after following all applicable notice requirements. This may require a further formal notice and an additional notice period.

10.5 Where we lawfully sell a device, we will account to you for the proceeds after deducting only unpaid charges and sale costs that we are legally entitled to recover.

10.6 Before any lawful sale or disposal, storage media will be securely wiped or securely destroyed as appropriate.

11. Cancelling

11.1 If you are a consumer and enter into a service contract with us online, by phone, by post or away from our business premises, you will normally have a right to cancel until the end of 14 days after the day the service contract is made.

11.2 To cancel, contact us using the details below with a clear statement that you wish to cancel. You must send your cancellation before the cancellation period expires.

11.3 We will only start chargeable services during the cancellation period if you expressly ask us to do so. We will record that request separately from your acceptance of these terms.

11.4 If you expressly request an early start and then cancel before the service is fully completed, you must pay a proportionate amount for the service supplied up to the time you tell us you are cancelling, provided we have given you the information required by law. Free diagnosis remains free.

11.5 Your right to cancel a service contract ends once the service has been fully performed only if you expressly requested that it begin during the cancellation period and acknowledged that you would lose your right to cancel once it was fully performed.

11.6 Where a refund is due following cancellation, we will make it without undue delay and within the applicable statutory deadline, normally using the same payment method you used.

11.7 Different cancellation rules apply when you buy goods from us, including a computer we build and supply. For goods ordered at a distance, the cancellation period normally ends 14 days after the day you or your nominated recipient receive the goods. A computer assembled from standard stocked components is not automatically exempt from cancellation rights.

11.8 Where you have a right to cancel a goods order, you must normally return the goods within 14 days after telling us you are cancelling. You will pay the direct return cost only if we told you this before you placed the order. We will refund the price and the cost of our standard outbound delivery, subject to any deductions or withholding permitted by law.

11.9 We will explain any applicable exception to cancellation rights, or additional conditions relevant to your order, before you enter into the contract.

11.10 Cancelling does not affect your rights if goods are faulty or our services have not been carried out with reasonable care and skill.

12. Our responsibility to you

12.1 If you are a consumer, we are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. Loss or damage is foreseeable if it is an obvious consequence or if, when the contract was made, both parties knew it might happen.

12.2 We are not responsible for loss or damage that is not foreseeable or that is caused solely by your failure to follow reasonable instructions we gave you. A failure to take a backup does not automatically remove our responsibility for data loss.

12.3 If you are a business customer, subject to section 12.4 and to the extent permitted by law, our total liability arising from the work concerned is limited to the total price paid or payable for that work. We are not liable for loss of profit, revenue, business opportunity or business interruption. Liability for loss of or damage to data is subject to the same limit.

12.4 Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any liability or legal right that cannot lawfully be excluded or limited.

13. Complaints

13.1 If you are unhappy with our service, please contact us using the details below, explaining the problem and providing your repair or order reference if available.

13.2 We will investigate your complaint and try to resolve it promptly. Where we need further information or time to investigate, we will let you know.

13.3 If we cannot resolve a consumer complaint through our internal process, we will provide any information about alternative dispute resolution that we are legally required to give, including whether we are willing or obliged to participate.

14. Contact us

Email: help@pcandlaptoprepairs.co.uk

Phone: 01935 311555 (Monday to Friday, 8:30am to 5:30pm)

Address: DP PC & Laptop Repairs, PNM UK Enterprises Limited, Lions House, North Street, Martock, Somerset, TA12 6DH

15. Law

15.1 These terms are governed by the law of England and Wales.

15.2 If you are a consumer living elsewhere in the United Kingdom, you retain the protection of any mandatory laws that apply where you live and may bring proceedings in your home courts.