Terms of Service

These terms govern repair, thermal and disposal services provided by PostMend Ltd(“we”, “us”). By booking a repair you agree to them.

1. Booking and diagnosis

When we receive your device we examine it free of charge and send a written, itemised quote. No repair work is carried out, and no charge is made, until you approve that quote.

2. Pricing and payment

• Diagnostics are free of charge.
• Labour is charged at a flat rate as published on our Pricing page (standard repairs £50; CPU/GPU repasting from £75).
• Parts are charged at cost and itemised in your quote before any work begins.
• If you decline the quote, you pay only the insured return postage; there is no diagnosis fee.
• Approved repairs are paid for online before the device is returned.

3. Turnaround

We aim to complete repairs the same day a device arrives. Timescales may extend where parts must be ordered; we will keep you informed through your account and, if you opt in, by email.

4. Your data and backups

You are responsible for backing up your data before sending a device. We do not access, copy or browse customer files. See our Privacy & Data Handling policy for detail. We are not liable for data loss arising from a hardware fault or the repair itself.

5. Shipping and risk

Inbound and return shipments use an insured, tracked service. Risk passes to the carrier in transit. Please pack devices securely using the guidance we provide.

6. Warranty on repairs

Every repair is covered by a 12-month warranty against defects in the parts we fit and the work we carry out, from the date the device is returned to you. This does not cover new, unrelated faults, accidental damage or misuse after return.

7. Unclaimed devices

Where an invoice for an approved repair remains unpaid, or a device is not collected or paid for, we will contact you before taking any further action. We will not dispose of a device without notice.

8. Cancellation

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel within 14 days of placing a booking, before any repair work has begun, by emailing support@postmend.co.uk. Once you have approved a quote and we have started the repair, the right to cancel ends because the service has been performed at your express request. Diagnostics remain free either way.

On-site visits: after diagnosis we quote the full repair price (labour and parts), payable in full to confirm your appointment. You may cancel a booked visit for a full refund at any time up to one hour before the scheduled start, via your account. Within one hour of the visit, contact us to cancel or rearrange. This does not affect your statutory rights under the Consumer Contracts Regulations 2013.

9. Liability

Our liability to you for any single repair is limited to the declared value of the device as recorded on your booking, which also drives our insured-postage tier. We do not exclude or limit liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot lawfully be limited. We are not liable for indirect, consequential or business losses (including loss of data, profit, revenue or use). Back up your data before sending a device.

10. Subprocessors

We use the following service providers to operate the site and fulfil repairs. Each handles only the data needed for their role:

• Stripe — card payments (PCI-DSS Level 1).
• ShipStation, Royal Mail and other couriers — postage, tracking and insurance.
• Resend — transactional emails (status updates, label delivery, invoices).
• Vercel — site hosting and Vercel Blob storage for completion photos.
• Neon — managed PostgreSQL database (EU region).
• Google — optional sign-in via OAuth and, with consent, Google Analytics.

11. Consumer rights

Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK law.

12. Governing law

These terms are governed by the laws of England and Wales. Any dispute is subject to the exclusive jurisdiction of the courts of England and Wales.

13. Contact

Questions about these terms: support@postmend.co.uk.