Our Commitment to You
At Dr IT Services, your satisfaction is our priority. We stand by the quality of our work with a straightforward and fair policy. We aim to provide successful, reliable repairs and transparent service. This policy outlines our service warranties, conditions for refunds, and our “No Fix, No Fee” promise.
90-Day Labour Warranty
We offer a 90-day (three-month) warranty on the labour for all completed hardware repairs.
- What is covered: This warranty covers the recurrence of the original fault due to our workmanship. If the same issue arises within 90 days of the service completion, we will re-perform the repair at no additional labour cost.
- What is NOT covered:
- This warranty does not cover software-related issues. This includes, but is not limited to, virus/malware removal, Windows installations, software installations, and performance optimisations.
- The warranty is void if the device has been subjected to physical damage, liquid damage, or misuse after the repair.
- The warranty does not cover new, unrelated faults that arise after the initial repair.
- Any parts installed during the repair are covered by the manufacturer’s warranty, which we will facilitate on your behalf where possible.
Service Refunds & Returns
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Our policy is built around the service provided, not physical returns.
- Warranty Claims: If you believe a repair has failed under our 90-day Labour Warranty, please bring the device back to our workshop at 415 Court Oak Road, Harborne, Birmingham, B32 2DX for a warranty inspection. We require a receipt or proof of purchase to process a warranty claim.
- “No Fix, No Fee” Promise: We stand by our “No Fix, No Fee” promise on basic software checks. If we cannot diagnose or resolve the issue as initially agreed for these specific services, you will not be charged.
- Diagnostic Fees: The fee for our IT Diagnostics service covers the technician’s time and expertise to accurately identify the fault. This fee is non-refundable, even if you decide not to proceed with the recommended repair.
- Data Recovery Services: Services such as Corrupt File Recovery, Deleted File Recovery, Formatted Drive Recovery, and other data recovery services are, by nature, “best effort” attempts. The service fee covers the time, expertise, and specialised tools used in the recovery attempt and is non-refundable, regardless of the outcome. We cannot guarantee the recovery of lost data.
- Software Services: Fees for services like Computer Virus Removal, Computer Windows Installation, and Software Installation are for the time and process of the service performed and are non-refundable.
Refund Process
- Inspection: Once we receive your device for a warranty claim, we will inspect it to verify the fault and determine if it falls under our warranty terms.
- Notification: We will notify you of the approval or rejection of your warranty claim.
- Resolution:
- If your claim is approved, we will re-perform the service at no additional labour cost.
- In the rare instance where a re-repair is not possible, a partial or full refund for the original labour cost may be offered at our discretion. If a refund is approved, it will be processed, and a credit will be applied to your original method of payment.
Late or Missing Refunds (if applicable)
If you are expecting a refund and haven’t received it yet, please follow these steps:
- Check your bank account again.
- Contact your credit card company, as it may take some time before your refund is officially posted.
- Contact your bank. There is often some processing time before a refund is posted.
- If you have done all of this and still have not received your refund, please contact us.
Need Help?
For any questions related to our Refund and Warranty Policy, please contact us:
- Email: contact@dr-it.co.uk
- Phone: 07405 149750
