Terms and Conditions of Service

Last Updated: [03/27/2024]

These Terms and Conditions ("Terms") govern the use of the services offered by (Electronics Hospital)] ("We" or "The Store") through our website and at our physical facilities. By using our services, you ("Customer" or "You") agree to be bound by these Terms. Please read these Terms carefully before using our services.

1. Services Offered

1.1. We provide smart device repair services, including but not limited to mobile phones, tablets, laptops, and other electronic devices.

1.2. Our services include diagnostics, hardware and software repairs, and replacement parts when necessary.

2. Service Request

2.1. Customers can request our services through our website, by phone, or by visiting our physical facilities.

2.2. When requesting a service, the customer must provide accurate information about the device and its issue for an accurate assessment.

3. Estimate and Approval

3.1. Before performing any repairs, we will provide a detailed estimate to the customer, including the estimated cost and time required. The customer will also be required to pay a diagnostic fee, which will be informed before the device is admitted into the system and laboratory.

3.2. Repair will not commence until the customer has approved the estimate.

4. Costs and Payments

4.1. The customer agrees to pay the diagnostic cost if they do not agree with the repair estimate. If the customer agrees, they will pay the total repair cost as agreed upon in the estimate, and the diagnostic cost will be waived.

4.2. Payments can be made in cash, by debit and credit card, or through other accepted payment methods.

5. Repair Timeframe

5.1. We will make all reasonable efforts to complete the repair within the agreed-upon timeframe. However, this timeframe may vary depending on the complexity of the repair and the availability of parts.

5.2. We will strive to inform the customer of any delays in the repair, whether due to supplier delivery delays or any other factors beyond our control [Electronics Hospital] ("We" or "The Store").

6. Warranty

6.1. We offer a limited warranty on the repairs performed. Warranty details will be provided at the time of delivery of the repaired device.

6.2. The warranty does not cover damage caused by misuse or abuse of the device after the repair.

6.3. The warranty does not cover damage caused by liquid or physical damage to the device after the repair, which may cause damage to other hardware and software components.

6.4. The warranty does not cover damage caused by misuse or abuse of the device after the repair in parts or functions that cannot be verified and tested by us at the time of device admission to the system and laboratory, such as: charging port, cameras, speakers, FaceID, etc.

7. Liability

7.1. The Store's liability for direct or indirect damages, including data loss, will be limited to the cost of the repair and solely to that. The technician is not responsible for any pre-existing, internal, or external damage to the device that has suffered accidental handling damage (ADH). There are many unknown variables when working with a device that has suffered ADH, such as compression damage, loose components, and structural damage. In the event that the cause of the device's functionality problems is impact damage, the technician should not be held responsible for any damage occurring outside the repair terms. Once the technician completes a repair, the technician will not be held responsible for any functionality damage or defects of the device, including accidental handling damage, software defects, overheating, power failure, GPS failure, and telephone service failure. Before the repair, the customer will waive any rights under applicable law to return defective or replaced parts once the repairs have been completed.

7.2. The Store will not be responsible for any damage or data loss that may result from the repair; therefore, it is the sole responsibility of the customer to back up (BACK UP) their data, and if not, to request a backup if necessary and possible before the repair.

8. Privacy and Data Security

8.1. The Store is committed to maintaining the confidentiality of personal data and customer information.

8.2. The customer is responsible for backing up their data before submitting the device for repair.

8.3. The technician shall not request access codes to perform repair services. If a technician requires the password for testing purposes, tests on an unlocked device must be conducted under the customer's supervision. If the technician cannot conduct a test under the customer's supervision and cannot perform repair services on the device without the access code, the technician must inform the customer. Privacy policies must be communicated or shared with the customer before repair services. The customer is responsible for backing up their own device before repair. The customer must acknowledge that [Electronics Hospital] ("We" or "The Store") will collect data records from their device during the repair process in accordance with the terms of service and terms and conditions provided by the company.

8.4. Customer information will not be disclosed to third parties without the customer's consent, except to initiate, deliver, bill, and collect payment for the services provided by the repair company. The technician must refer to [Electronics Hospital] privacy policy and any customer information policies when determining whether information can be shared with third parties.

8.5. Customer personal information (CPI) includes: Customer's phone number, Customer's contact information, Call log, Personal contact list, Phone directory, Images/videos, Dictated notes, Applications installed by the customer, Text messages, Search history, SIM card, SD card, and others. The technician will use or contract with a third party to use one or more methods in accordance with the R2 and NIST 800-88 data destruction methodology to erase data from a device, including devices or other media used for backup or otherwise leaving content unavailable. Version 2023 or later of R2 will be used. If necessary and otherwise authorized, the technician will destroy or contract with a third party to destroy media storage devices in compliance with NIST 800-88 in such a way that the information contained is irretrievable.

8.6. In the customer data privacy, it is highly likely that the technician will perform repairs on devices that still contain customer content. For the purposes of this document, content includes but is not limited to text messages, photographs, videos, files, call records, and search history. To ensure that customer content is treated with the utmost sensitivity, service providers must [Electronics Hospital)] ("We" or "The Store") adopt a zero tolerance policy for the use of CPI that violates the requirements of this certification to ensure that customer content is treated with the utmost sensitivity. The technician's access to customer content will be solely for the purpose of validating a claimed defect or confirming that the repair was successful. In the case of an abandoned device and before transferring the device to a third party, the technician will use or contract with a third party to use one or more methods in accordance with the R2 and NIST 800-88 data destruction methodology to erase data from a device, including devices or other media used for backup or otherwise leaving content unavailable. All customer content will be erased or rendered inaccessible. When it comes to customer data privacy, service providers [Electronics Hospital] ("We" or "The Store") adopt the following best practices: Security video cameras that record all activities that occur at workstations in all retail environments, with appropriate notice to all individuals that recording is taking place. Processes that limit how often and to what extent technicians must access customer content to test its functionality. Processes that require any device handling to be performed in a repair workstation or in the presence of the customer in a customer-facing area. Any removable storage, such as the SIM card or SD card, must be kept in mind at all times and must not be removed from the device.

9. Stolen and/or Lost Devices

9.1. The technician recommends verifying the device's IMEI in a lost/stolen device database. There are various database service providers, including the CTIA Stolen Phone Checker at https://stolenphonechecker.org. If a device appears as a "known" lost or stolen device, blacklisted, or otherwise marked, the company will refuse service to the customer. The service provider [Electronics Hospital] ("We" or "The Store") shall not delete data or alter any software on the device. If the device displays a contact number to call, the service provider [Electronics Hospital] ("We" or "The Store") will attempt to contact the number. Managers are encouraged to contact authorities to provide information regarding the lost or stolen device, but only in a safe manner. No manager or employee should put themselves in danger over a suspected stolen device. An incident record containing the customer's name, phone number, IMEI, device type, and current phone service operator will be stored in the service provider [Electronics Hospital] database ("We" or "The Store"), along with any other relevant information about the device.

10. Abandoned Devices

10.1. On behalf of [Electronics Hospital] ("We" or "The Store"), we understand the importance of ensuring proper handling of smart devices that have been left or abandoned by customers. This Device Abandonment Policy aims to establish clear guidelines and procedures for managing devices that have not been collected by customers after the completion of repair services. By using our services, you ("Customer" or "You") agree to be bound by this policy. Please read this policy carefully.

10.2. A device is considered "abandoned" if the customer does not collect it within [30] days after being notified that the repair has been completed.

10.3. Customer Notification: At the time of completion of the repair, we will notify the customer of the completion and the deadline to collect the device.

10.3.1. We will send a reminder to the customer before the collection deadline.

10.4. Collection Deadline: The customer has [30] days from the notification of completion to collect the device.

10.5. Storage of Abandoned Devices: After the collection deadline has passed without action from the customer, the device will be considered abandoned.

10.6.1. We will securely store abandoned devices on our premises for an additional [5] days.

10.7. Disposal of Abandoned Devices: If the customer does not collect the device within the additional storage period, The Store reserves the right to dispose of the device in a manner it deems appropriate.

10.7.1. The Store will not be responsible for any loss or damage that may result from the disposal of abandoned devices.

10.8. Personal Data and Privacy: Before disposing of an abandoned device, we will ensure that necessary measures have been taken to protect the customer's privacy and delete any personal data from the device, in accordance with our privacy and data security policies mentioned above in section 8.

10.9. Communication with the Customer: We will make all reasonable efforts to communicate with the customer before disposing of the abandoned device.

10.9.1. If the customer contacts us after the device has been disposed of, they will be informed of the actions taken.

10.10. Liability: The Store will not be liable for any damages, losses, or liabilities arising from the abandonment of a device once the storage period has expired.

10.11. Contact: If you have any questions or concerns about this Device Abandonment Policy, please contact us.

11. Service Cancellation

11.1. The customer may cancel a service at any time before the repair begins as long as the technician has not opened, removed, or used any part of its packaging; otherwise, the customer agrees to pay the cost of the part, as it cannot be used or will not be used in any other device and will be returned to the customer.

12. Applicable Law

12.1. These Terms shall be governed and interpreted in accordance with the laws of the United States and the state of Georgia, without regard to its conflict of law principles.

13. Changes to the Terms

13.1. We reserve the right to modify these Terms at any time. Changes will take effect once posted on our website.

14. Contact

14.1. If you have any questions or concerns about these Terms and Conditions, please contact us.

By using our services, you acknowledge that you have read, understood, and accepted these Terms and Conditions in their entirety.