Refund & Warranty Policy

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 that we think you’ll appreciate. We aim to provide successful, reliable repairs and transparent service because that’s simply how we believe business should be done. 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. We think that’s quite fair, don’t you?

What we cover: This warranty covers the recurrence of the original fault due to our workmanship. If the same issue comes back within 90 days of us completing the service, we’ll re-do the repair at no additional labour cost to you. That’s our promise.

What we don’t cover:

This warranty doesn’t cover software-related issues. This includes things like virus and malware removal, Windows installations, software installations, and performance optimisations. Software can be a bit unpredictable, as I’m sure you’ll understand.
The warranty becomes void if your device has been subjected to physical damage, liquid damage, or misuse after we’ve repaired it. We can’t be responsible for what happens after it leaves our workshop.
The warranty doesn’t cover new, unrelated faults that arise after the initial repair. That would be a bit unfair on us, wouldn’t it?
Any parts we install during the repair are covered by the manufacturer’s warranty, which we’ll help you with where possible.

What Happens If Components Fail During Repair

There are times when a customer may bring in a computer that appears to be working perfectly fine; however, it may actually be in the process of breaking down, and it may do so whilst it’s at our computer shop being worked on.

For example: A hard drive may fail whilst we’re working on a broken laptop screen. We didn’t cause the hard drive to fail – components sometimes just happen to break, regardless of where they are. In this case, you’d still be responsible for the charges for any repair or upgrade and labour.

Whilst we try to do the very best job that we can, and we’ll always be honest with our customers, there are times when things like that can happen. We remind our customers that electronics are delicate things that can easily break at any point.

However, if we’re responsible for damaging your computer whilst it’s in our custody (like if one of our employees took a sledgehammer out and beat your computer to death – which is a very unlikely scenario, we assure you!) then we’ll certainly repair or replace any damage we’re responsible for.

Service Refunds & Returns

Our policy is built around the service we provide, 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’ll need a receipt or proof of purchase to process a warranty claim – we’re sure you’ll understand why.

“No Fix, No Fee” Promise: We stand by our “No Fix, No Fee” promise on basic software checks. If we can’t diagnose or resolve the issue as initially agreed for these specific services, you won’t be charged. That’s fair, isn’t it?

Diagnostic Fees: The fee for our IT Diagnostics service covers our 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. We think that’s reasonable since we’ve still done the work to diagnose the problem.

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 can’t guarantee the recovery of lost data – we wish we could, but sometimes data is just gone forever.

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. Once we’ve done the work, we’ve done the work.

Refund Process

Inspection: Once we receive your device for a warranty claim, we’ll inspect it to verify the fault and determine if it falls under our warranty terms.
Notification: We’ll let you know whether your warranty claim is approved or rejected.
Resolution:
- If your claim is approved, we’ll re-perform the service at no additional labour cost.
- In the rare instance where a re-repair isn’t possible, a partial or full refund for the original labour cost may be offered at our discretion. If a refund is approved, it’ll be processed, and a credit will be applied to your original method of payment.

Late or Missing Refunds (if applicable)

If you’re 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’s often some processing time before a refund is posted.
If you’ve done all of this and still haven’t received your refund, please contact us.