Service Terms

We know your devices and the information on them are important. We’ll take reasonable care of your equipment while it’s with us, keep you informed about the work we’re doing, and let you know before carrying out additional chargeable work that you haven’t already approved.

These Service Terms explain what you can expect from us and what we need from you while we look after your equipment.

1. Your authority to request service

By asking us to service your equipment, you confirm that you own it or have permission from the owner to authorise the work.

You authorise us to inspect and diagnose the equipment and to carry out the service you’ve approved.

If we discover that additional chargeable work is required, we’ll ask for your approval before proceeding unless you’ve already authorised us to spend up to an agreed amount.

2. Before we start

Please tell us about anything that might affect the service, such as previous repairs, liquid exposure, intermittent faults or important accessories you’ve provided with the equipment.

Where necessary, we may ask you to disable security features such as Find My or Repair Mode, or provide access needed to complete the service. We’ll only ask for access that is reasonably necessary for the work we’re performing.

3. Diagnosis and repair

We’ll take reasonable care when diagnosing and servicing your equipment.

Electronic equipment can sometimes have hidden, intermittent or pre-existing faults. Diagnosis or an attempted repair may reveal another fault or, in some circumstances, cause an already failing component or device to stop working.

We’ll let you know if we discover something that significantly changes the proposed repair, expected cost or likely outcome.

Safety comes first. If we find that equipment presents a safety risk, we may need to stop work, isolate it or ask you to collect it. We’ll let you know if that happens.

We’ll do our best to give you a realistic indication of how long the service is likely to take and let you know if something significantly changes the expected timeframe.

We aren’t responsible for a failure that results from an inherent or pre-existing fault, normal deterioration, or another circumstance outside our reasonable control, except where the law provides otherwise.

4. Your data and software

Back up anything you want to keep before service. You’re responsible for maintaining your backup unless we’ve specifically agreed to provide a backup or data-recovery service

Diagnosis, repair, software or firmware updates, component replacement and manufacturer service procedures can result in data being changed, erased or becoming inaccessible. A failing device or storage component can also stop working completely during diagnosis or repair.

Unless we’ve specifically agreed to provide a backup or data-recovery service, we don’t verify that your data has been successfully backed up before starting work.

Software and system updates

Some diagnostic and repair procedures require us to install software, firmware or operating-system updates before we can diagnose, order certain parts, complete or verify a repair.

Where we’re providing an authorised manufacturer repair, we must follow the manufacturer’s current service procedures. This may require updating your device to a newer or the latest supported version of its operating system or firmware.

Updates can change how your device works and may affect compatibility with applications, accessories or other software. In some cases, it may not be possible to return the device to its previous software version after an update.

Please tell us before we start if your device must remain on a particular software or operating-system version.

We won’t knowingly perform an optional software update you’ve specifically asked us not to perform. However, if an update is required to provide or complete the authorised service, we may be unable to proceed unless you’re willing to accept that requirement.

Subject to any rights you have under New Zealand law, we aren’t responsible for data loss resulting from an existing equipment failure or as an unavoidable consequence of an authorised diagnostic or repair procedure.

If your data, software configuration or current operating-system version is particularly important, please tell us before we start so we can discuss the available options.

5. Privacy and access to your information

We collect the information reasonably necessary to manage your service request, communicate with you, provide the requested service and meet our legal and service-provider obligations.

Your device may also contain personal, confidential or sensitive information. **We’ll only access information stored on your equipment where reasonably necessary to diagnose the problem or provide the service you’ve requested.**

Where necessary to complete your service, relevant information or equipment may be provided to Apple, a manufacturer, distributor, courier or another service provider involved in the repair or service process.

Our Privacy Notice explains more about the information we collect, why we collect it, who we may share it with, how long we keep it and how you can access or correct your personal information.

6. Manufacturer and warranty service

If you’ve asked us to arrange service under a manufacturer’s warranty, AppleCare, insurance or another service programme, eligibility is determined under the terms of that programme.

We may need to provide the manufacturer or programme provider with information about you, your equipment and the service performed so they can authorise, administer or verify the service.

If inspection shows that the requested service isn’t covered, we’ll let you know about any applicable diagnostic fee or repair cost before proceeding with additional chargeable work.

A manufacturer’s warranty or service programme is separate from any rights you may have under New Zealand consumer law.

7. Parts and replacement equipment

Parts or replacement products supplied through a manufacturer service programme may be new or equivalent to new in performance and reliability, in accordance with the applicable manufacturer’s service terms.

Where a manufacturer service programme requires a replaced part or device to be returned, it may not be available for us to return to you. We’ll let you know where this applies.

8. Diagnostic fees and other charges

A diagnostic fee may apply to service that isn’t covered by a manufacturer’s warranty or another applicable service programme.

A diagnostic fee may also apply where we’re unable to reproduce the reported problem or determine that the issue doesn’t qualify for the requested warranty service.

We’ll tell you the applicable diagnostic fee before starting chargeable diagnosis.

If additional work is required, we’ll provide an estimate or obtain your approval before proceeding beyond any amount you’ve already authorised.

Our current service rates and any job-specific charges will be shown on your service request, estimate or other service documentation.

9. Estimates

Sometimes we can’t determine the full extent of a problem until we’ve inspected or disassembled the equipment.

Unless we’ve specifically described a price as fixed, an estimate is our reasonable assessment of the expected cost based on the information available at the time.

If we discover something that significantly changes the expected cost, we’ll contact you before proceeding with additional chargeable work.

10. When a repair isn’t possible

Not every device can be economically or successfully repaired.

If we’re unable to complete a repair, we’ll explain the outcome and the options available to you. Diagnostic or other work already authorised may still be chargeable even where the equipment ultimately can’t be repaired.

11. Collecting your equipment

We’ll contact you when your equipment is ready. Please make sure we have current contact details and arrange collection reasonably promptly.

Any outstanding charges are payable when the equipment is collected unless we’ve agreed to other payment arrangements.

If you haven’t collected your equipment, we’ll make reasonable attempts to contact you using the details you’ve provided.

Equipment can be stored free of charge for 30 days after we first notify you that it’s ready for collection. After that, we may charge a reasonable storage fee at the rate shown on the current service price list. We’ll let you know before storage charges begin.

If your equipment remains uncollected for 90 days after we first notify you that it’s ready for collection, we’ll treat it as uncollected equipment and may begin a formal process to have it collected, recover amounts owing to us, or otherwise deal with it.

We won’t treat ownership of your equipment as automatically transferring to us simply because the 90-day period has passed. Before selling, recycling or otherwise disposing of uncollected equipment, we’ll take any further steps required by law and any applicable notice process.

If you no longer want your equipment returned, you can authorise us to securely recycle or dispose of it for you.

12. Events outside our control

Occasionally, circumstances outside our reasonable control — such as natural disasters, major utility or communications failures, transport disruption, manufacturer delays or other unexpected events — may delay or prevent service.

If that happens, we’ll do what we reasonably can to protect your equipment, minimise disruption and keep you informed.

13. Our responsibility to you

We’ll provide our services with reasonable care and skill.

Nothing in these Service Terms excludes, restricts or modifies any right or remedy you have under the Consumer Guarantees Act 1993, Fair Trading Act 1986, Privacy Act 2020 or any other law where that right or remedy cannot legally be excluded or restricted.

We aren’t responsible for problems caused by circumstances outside our reasonable control, inherent or pre-existing faults in the equipment, or a failure to follow reasonable instructions we’ve given you about backup, security or preparing your equipment for service. This doesn’t affect any rights you have under New Zealand law.

14. Questions or concerns

We want you to be comfortable with the service we’re providing.

If anything about the proposed work, cost or these terms isn’t clear, please ask us before approving the service. We’d much rather answer a question before we start than surprise you later.