Customer terms, warranty and data protection
Terms and Conditions
Clear terms for quotes, repairs, warranties, customer data, device collection, recycling, website work and business technology services. Nothing on this page is intended to remove rights that cannot be excluded under Australian Consumer Law.
These terms apply where they are provided or made available before a booking, quote approval, repair intake, purchase or service engagement. A written quote, invoice, job card or other job-specific agreement may add to these terms. If a job-specific term conflicts with a right that cannot legally be excluded, the law prevails.
Approval before extra work
If inspection reveals additional work or a material price change, we explain it and seek approval before proceeding.
Customer data is respected
We do not tamper with personal data. Access is limited to what is reasonably necessary for the service you authorised.
Repair warranty included
Eligible repairs include a written warranty period, with Australian Consumer Law rights applying in addition.
Collect within 30 days
Completed devices left beyond 30 days may enter our uncollected-device process, including formal notice and possible lawful disposal.
Important repair notice
Repairs can carry a risk of data loss.
Products such as phones, tablets, computers and game consoles can store personal data. Repair, software work, firmware work, storage faults, board-level faults or an already failing device can result in data becoming unavailable or being lost. Customers should back up important data before service whenever the device condition allows. If the data is irreplaceable, tell us before work begins so the repair approach can be discussed.
01. Repairs, quotes and approval
We diagnose first and keep material changes clear.
Repair pricing can depend on what becomes visible during inspection. The aim is to avoid surprises and obtain approval before the scope materially changes.
Quotes and estimates
- Quotes are based on the information available at the time and, where relevant, the condition visible during inspection.
- Hidden board damage, liquid corrosion, damaged traces, previous repair attempts, missing components or multiple faults may change the required work.
- If the repair scope or price materially changes, we will normally stop and seek approval before additional work proceeds.
- Parts prices and availability can change. Any significant change is discussed before an order or repair proceeds.
Deposits, diagnostics and payment
- A deposit or agreed upfront payment may be required before parts are ordered or repair work begins.
- A disclosed diagnostic or assessment fee covers technician time and may remain payable once the assessment has been performed, subject to your rights under law.
- If a customer cancels after special-order parts have been ordered or work has begun, reasonable costs already incurred may be payable where permitted by law and disclosed as part of the job.
- Unless otherwise agreed, completed work is payable before the repaired device or supplied goods are released.
Existing condition and repair risk
- Devices may arrive with cracked glass, bent frames, corrosion, weakened connectors, damaged screws, missing shields, previous repair damage or unrelated faults.
- Opening a damaged or previously repaired device can reveal hidden damage that was not reasonably visible at intake.
- We use reasonable care and skill, but we cannot promise that every damaged, liquid-affected or previously repaired device will be economically or technically repairable.
- Where a device is considered unsafe or uneconomical to continue, we may stop work and explain the available options.
Ownership, security and access
- The person presenting a device confirms they own it or have authority from the owner to authorise the requested work.
- We may decline work where ownership is disputed, a device appears stolen, or required security and activation locks prevent lawful service.
- Passwords, PINs or administrator access are requested only where reasonably needed for authorised diagnosis, testing, migration or support.
- Customers should remove accounts or change credentials after collection if they prefer an additional security step.
02. Customer data and confidentiality
Your device is here to be repaired, not searched.
How we handle personal data
- We do not intentionally browse, copy, alter, delete, disclose or use personal files except where it is reasonably necessary for an authorised service or the customer has specifically requested that work.
- Examples can include data recovery, data migration, malware removal, operating system troubleshooting or opening an application to confirm that a repair has restored normal function.
- Any access credentials supplied for a job are used only for the service and testing reasonably required.
- We do not sell customer data or use information stored on a device for marketing, profiling or any unrelated purpose.
Backups, migration and recovery
- Customers remain responsible for maintaining backups where reasonably possible before repair or software work.
- Data recovery is a best-effort service. A successful recovery cannot be guaranteed because failed or damaged storage can deteriorate without warning.
- Where we copy data as part of an authorised transfer or recovery, it is copied only to the agreed destination or temporary working storage needed to complete the job.
- Temporary working copies are removed when they are no longer needed, subject to any legal or record-keeping requirement.
We will never knowingly pass a disposed or recycled device to another party with accessible customer data still on it. Our disposal process requires customer data to be securely erased or the relevant storage media to be rendered unreadable before the device or storage component leaves our control, unless a law or court order requires otherwise.
03. Repair warranty
Warranty applies to the work we performed.
These are our standard voluntary warranty periods unless a different period is shown on the quote, invoice or written repair agreement. Warranty operates in addition to rights and remedies that may apply under Australian Consumer Law.
What the voluntary warranty covers
- The specific repaired or replaced part and the related workmanship for the stated warranty period.
- A warranty claim must be assessed so we can determine whether the reported problem is connected to the original repair.
- Where a valid voluntary warranty claim is confirmed, we will provide an appropriate warranty remedy for the covered repair.
- Keep the invoice or repair record so the original job and warranty period can be identified.
What is normally outside the voluntary warranty
- New impact damage, cracked glass, bent frames, pressure damage, liquid exposure, corrosion, misuse or normal wear and tear.
- Unrelated faults that were not part of the original repair.
- Damage or changes caused by third-party repairs, modifications or software changes after our work.
- Customer-supplied parts are not covered for part quality or compatibility by our voluntary parts warranty.
A broken or tampered warranty seal may affect a voluntary warranty assessment where it indicates that the device has been opened, altered or repaired after our work. It does not automatically remove any consumer rights that cannot legally be excluded. Our voluntary warranty periods do not replace Australian Consumer Law consumer guarantees, which may continue for a reasonable period depending on the circumstances.
View full warranty information04. Collection and uncollected devices
Please collect completed repairs within 30 days.
Long-term storage of customer devices creates security, storage and safety risks, particularly where lithium batteries are damaged, degraded or capable of swelling.
After this point the device is overdue and may enter our uncollected-device process.
What happens after 30 days
- We may contact the customer again and issue a written notice concerning collection and possible disposal.
- Reasonable storage or other relevant charges may apply where they are permitted by law and properly disclosed.
- If the customer needs more time, they should contact us before the deadline so an arrangement can be considered.
- A disputed repair, payment dispute or active arrangement may affect the next step and will be handled according to the circumstances and applicable law.
Disposal is not automatic on day 31
- After 30 days, the device is subject to our uncollected-device process and may ultimately be sold, recycled, destroyed or otherwise disposed of where legally permitted.
- Final disposal occurs only after any applicable notice, holding period, agreement and Victorian uncollected-goods requirements have been satisfied.
- Different legal procedures can apply depending on the value and type of goods.
- If the law requires a longer period or additional steps, those requirements take priority over this general 30-day collection policy.
Customers should not leave irreplaceable data on a device that they do not intend to collect. Once a device lawfully enters final disposal, recycling or destruction, recovery may no longer be possible.
05. Recycling, surrendered devices and data destruction
Data security continues when a device reaches end of life.
Prestige Mobile Solutions may accept eligible phones, computers, consoles and other electronics for recycling, parts recovery or store credit. Data-bearing components are handled separately from reusable non-storage parts.
Guaranteed data destruction for disposed devices
- Customer data on a device that is being disposed of or recycled through us is securely erased where a reliable sanitisation method can be completed and verified.
- If secure erasure cannot be reliably completed, the relevant storage media is physically destroyed or otherwise rendered unreadable before it is released from our control.
- We do not knowingly sell, donate, reuse or pass on customer storage media containing accessible customer data.
- Non-storage components may be harvested, reused, refurbished or recycled where suitable after data security has been addressed.
Voluntary surrender and recycling
- The person surrendering a device confirms they own it or have authority to transfer it for recycling, parts recovery or store credit.
- Once a voluntary surrender or store-credit transaction is completed and ownership has transferred, the device may be dismantled and may not be recoverable or returnable.
- If data recovery is required, it must be requested and agreed before the device is surrendered for destruction or parts recovery.
- Batteries and electronic waste are handled with safety in mind and are not intentionally placed into general waste where specialist disposal is appropriate.
06. Parts and previous repair work
Part quality, compatibility and previous work can affect the outcome.
Customer-supplied parts
- Customer-supplied parts are accepted only where we agree the job is suitable.
- The customer is responsible for the supplied part being correct for the exact model and revision unless we separately agreed to source or verify it.
- We cannot provide our voluntary parts warranty on a part we did not supply. Our workmanship remains subject to applicable service obligations and any written labour warranty provided.
- An incorrect, defective or poor-quality supplied part may require additional diagnosis, labour or replacement parts.
Third-party and previous repairs
- Previous repairs can leave damaged pads, traces, connectors, shields, screws, adhesives or components that are not obvious until the device is opened.
- We may photograph or document previous repair damage where practical so the condition can be explained.
- Additional work caused by prior damage is quoted separately where it materially changes the repair.
- Repairing or modifying a device can affect a manufacturer or retailer warranty. Customers should check any third-party warranty requirements before authorising independent repair.
07. Website design, software and business IT
Digital work is delivered to the agreed scope.
Website, software and business technology jobs can depend on third-party platforms, hosting providers, licences, accounts and customer-supplied content. Those dependencies are treated separately from work directly performed by Prestige Mobile Solutions.
Website and software projects
- The quote or written scope sets out the pages, features, changes, support and revision allowance included in the job.
- Material additions or changes requested outside the agreed scope may be quoted separately.
- The customer confirms they have permission to use any logos, images, text, trademarks or other content they provide to us.
- Search ranking, advertising results, sales, enquiries and third-party platform uptime cannot be guaranteed because they depend on factors outside our control.
- Managed hosting, domain, maintenance and renewal arrangements apply only where specifically included in the agreed service.
Business IT and third-party services
- Customers should maintain current backups before operating system changes, migrations, storage work or major software configuration where reasonably possible.
- Software licences, subscriptions and account ownership remain the customer's responsibility unless the quote says we are supplying them.
- Microsoft, Google, Apple, hosting companies, domain registrars, plugin developers, internet providers and other third parties remain responsible for their own systems and service availability.
- Administrator access is used only as reasonably required to carry out the authorised support work.
- Prestige Mobile Solutions provides practical small-business technology support unless a separate managed IT agreement states otherwise.
08. Timeframes, parts and communication
Turnaround estimates are based on the information available.
Repair and service timing
- Estimated completion times are not guaranteed unless a specific deadline has been agreed in writing.
- Parts availability, supplier delays, complex diagnosis, hidden damage, warranty assessment and third-party outages can extend a job.
- Express or same-day service applies only when specifically confirmed for that job and depends on the service conditions stated at booking.
Customer responses
- A job may pause while we wait for approval, passwords, parts decisions, content, account access or other information from the customer.
- Customers are responsible for keeping their phone number and email address current so completion, approval and collection notices can reach them.
- If we cannot contact the customer, timeframes and the uncollected-device process may be affected.
09. Consumer rights and responsibility
Australian Consumer Law continues to apply.
Our services must be provided with due care and skill and, where applicable, consumer guarantees and remedies apply automatically. A voluntary repair warranty, store policy or other term cannot remove a right that the law says cannot be excluded.
What these terms do not exclude
- Nothing in these terms excludes, restricts or modifies a consumer guarantee, remedy or other right that cannot lawfully be excluded.
- Where our service fails to meet a non-excludable consumer guarantee, the remedy will be determined by the applicable law and the circumstances.
- We do not rely on these terms to avoid responsibility for loss or damage caused by a failure to provide services with the care and skill required by law.
Problems outside our work
- We are not responsible for faults or loss caused solely by pre-existing damage, customer misuse, customer instructions given against advice, third-party work or events outside our control, except to the extent the law provides otherwise.
- A new fault appearing after a repair does not automatically mean the original repair failed. Warranty claims are inspected before an outcome is confirmed.
- If any part of these terms is found invalid or unenforceable, the remaining terms continue to apply to the extent permitted by law.
10. Questions, complaints and updates
If something is unclear, contact us before approving the job.
We would rather clarify a term, quote or repair risk before work starts than leave a customer unsure about what they are approving.
These terms are governed by the laws applicable in Victoria, Australia. We may update these terms for future bookings and services. The version provided or made available when a job is booked or approved is the version intended to apply to that engagement, subject to any later written agreement and applicable law.
Need clarification?
Ask before you approve the work.
Send us the device, repair, warranty, website or business IT question and we will explain the relevant terms in plain language.
Contact Prestige View Warranty