At Dr IT Services, we provide professional computer, laptop, Mac, and data recovery services, as well as IT support and diagnostics. Our services are delivered directly to your device—either in-person at our workshop, remotely, or via digital means. As such, returns aren’t applicable in the traditional sense, and we’ll explain why.

1. No Returns

  • Our services are intangible and are performed on your device or data. There’s no physical product to return – we can’t exactly give you back the time we spent fixing your computer, can we?
  • Once a service has commenced (e.g., diagnostics, repair, data recovery, remote support, or any hands-on work), all payments are final and non-refundable, except as outlined in our satisfaction and warranty policy below. We think that’s fair since we’ve already done the work.

2. Service Satisfaction & Warranty

  • We’re committed to your satisfaction. If you’re not happy with the outcome of a service, please contact us immediately at contact@dr-it.co.uk or 07405 149750. We’ll do our best to sort things out.
  • For most hardware repairs and upgrades, we offer a 90-day warranty on parts and labour. If a part we supplied fails within this period, we’ll repair or replace it at no extra cost. That’s our promise to you.
  • For software services (virus removal, OS installation, optimisation, etc.), we offer a 7-day service guarantee. If the same issue comes back within 7 days, we’ll re-examine and attempt to resolve it at no additional charge. Software can be tricky sometimes, so we think a week is reasonable.
  • For data recovery services, our No Data, No Fee policy applies to most standard recoveries: if we can’t recover any data, you don’t pay the recovery fee. However, diagnostic fees may apply in some advanced or cleanroom cases, and you’ll be informed in advance. We can’t work miracles, but we’ll try our best.

3. Cancellations

  • If you wish to cancel a booked service before work has started, please notify us as soon as possible. No charges will apply if work hasn’t commenced. That’s only fair.
  • If work has already started, you may be liable for diagnostic or labour fees incurred up to the point of cancellation. We can’t undo the work we’ve already done, I’m afraid.

4. Exclusions

  • Refunds aren’t available for completed services where the agreed work has been carried out and the device or data has been returned to you in working order. If we’ve done what we said we’d do, then we’ve done our job.
  • Refunds aren’t available for issues unrelated to the original service, or for problems caused by user error, third-party software, or hardware not supplied by Dr IT Services. We can’t be responsible for everything that might go wrong with your computer.
  • Data recovery services: If only partial data is recoverable, you’ll be given the option to accept or decline the recovery before payment is taken. Sometimes we can only recover some of your files, not all of them.

5. What Happens If We Break Your Computer

There are times when a customer may bring in a computer that appears to be working, 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. 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!) then we’ll certainly repair or replace any damage we’re responsible for.

6. How to Contact Us

If you have any questions or concerns about your service, please contact us:

We’re committed to fair, transparent, and honest service. Your satisfaction is our priority, and we’ll always try to do right by you.

This policy applies to all services and products listed on our website, including but not limited to: Computer repair, laptop repair, Mac repair, data recovery, remote IT support, diagnostics, virus removal, hardware upgrades, software installation, and all other repair or recovery services.