Repair and service terms

Diagnosis, estimates and authorisation

• The initial diagnosis for a device brought to our workshop is free. It covers our first assessment, an explanation of what we find and an estimate or recommended next step.
• An estimate is based on what can reasonably be seen at that stage. Hidden faults, liquid damage, failed storage and previous repair attempts can reveal additional work.
• We will ask for your approval before chargeable work begins or before a material increase to an agreed estimate.
• Parts availability and delivery times are outside our direct control. We will update you if they materially affect the quoted timescale.
• Special-order or non-returnable parts, delivery charges and specialist third-party costs are payable only where they have been clearly explained and approved in advance.

What “no fix, no fee” means

“No fix, no fee” applies to workshop repair jobs that we accept. If, after reasonable effort, we cannot complete the agreed repair, there is no Advantec repair-labour charge for that job.

It does not turn separately agreed services into outcome guarantees. Standalone diagnostic work away from the workshop, remote support, data recovery, call-outs, approved parts, delivery and specialist third-party work have their own agreed basis. We will explain any such charge before it is incurred.

If the initial diagnosis shows that a repair is not realistic or would not be good value, we will say so before paid repair work begins.

Data, backups and device access

Repair and diagnostic work can involve a risk to data, particularly where a drive is already failing, a device is damaged, malware is present or an operating system must be repaired or reinstalled. Please keep a current backup wherever possible and tell us before work starts if data is especially important.

We normally need a working device login to diagnose software faults and fully test many repairs. Please provide only the minimum access required. A temporary local account is welcome where practical. Do not provide banking credentials or unrelated online-account passwords.

We access personal files only where reasonably needed for the agreed diagnosis, repair, transfer or recovery. More detail is in our privacy notice.

Remote support

• Remote support is sold in timed blocks and charged for the time used while we are connected and working on the session. It is not covered by the workshop “no fix, no fee” promise.
• The on-screen timer shows the available time. It stops when the support connection ends.
• We do not add time or take another payment automatically. You decide whether to buy more time if it is needed.
• Unused purchased time remains available for a later supported session, subject to the service remaining available.
• We will explain if a problem cannot reasonably be handled remotely and recommend an appropriate next step.

Collection and keeping in contact

When your device is ready for collection, or we need a decision before we can continue, we will contact you using the details supplied with the job. Please tell us promptly if those details change.

The uncollected-device period begins on the date of our first written message telling you that the device is ready, or asking for an instruction needed to progress the job. It does not begin simply because the device was dropped off.

If you need more time, contact us. A meaningful response and an agreed collection or progress plan will be recorded and taken into account; the policy is aimed at devices that have effectively been abandoned, not customers who keep in touch.

Devices left for more than 90 days

1. We will make reasonable attempts to contact you using the details supplied with the job.
2. We will send a final written notice identifying the device, where it can be collected, any amount due and the action proposed. The notice will give at least a further 28 days to collect the device or contact us.
3. If there is still no response after that deadline, we may, subject to applicable law, securely erase data and arrange responsible recycling or disposal, or sell the device where legally permitted.
4. Where the law requires a longer notice period or a particular notice and sale procedure, that legal requirement will override the shorter summary above. If we propose to sell a device and money is due, we will use the formal postal notice method required by law and give at least three months between that notice and the proposed sale date.
5. We will not sell, recycle or dispose of a device while a genuine dispute about the job or charges remains unresolved.
6. If a device is lawfully sold, any balance that must be accounted for after permitted charges and reasonable sale costs will be handled in accordance with the law.

Because erasure or disposal can permanently destroy data, customers are responsible for maintaining backups and responding to collection notices. Advantec will keep a record of the notices sent and action taken.

Warranty and problems after collection

Our repair warranty applies to the work and parts described on the completed job. It does not cover an unrelated new fault, accidental or liquid damage after collection, malware or software changes made later, customer-supplied parts, or normal wear.

If you believe an agreed repair has failed, stop using the device if continued use may cause damage and contact us promptly. See our warranty information for the current warranty period and claim details.

Your statutory rights

Nothing in these terms excludes or restricts rights that cannot lawfully be excluded, including your rights under UK consumer law. If anything in these terms conflicts with a mandatory legal requirement, the legal requirement takes priority.

Questions about a job or these terms can be sent to info@advantecit.co.uk, raised by telephone on 01580 764404, or discussed at 6 The Fairings, Tenterden, Kent TN30 6QX.