Terms of sale and service

These terms apply when you buy from us — in the shop, online or through your account — and when we repair, build or service your equipment. Our Returns, Shipping, Warranty and Privacy policies form part of these terms.

Prices are in US dollars. A quote lists every line and the date it is valid until; after that date it expires, and a new quote may carry different prices. When you accept a quote, it becomes your order and invoice, with the quoted prices and tax locked in.

Online, the price and availability of every item are checked again at checkout, and you see the final total, including sales tax and shipping, before you pay. When checkout cannot work out the shipping for an order, it says so, and the shipping charge is added after checkout, as our Shipping policy explains.

If an order is placed with a wrong price, we contact you to put it right; if we cannot reach you, we cancel the order and refund what you paid. The same applies to a pricing mistake in the shop. A price estimate we give you in the shop holds until the end of that day, because parts prices change.

We charge sales tax where the law requires it and show it as its own line on your invoice, which also names the address the tax was worked out for. When an order includes items that carry sales tax, its shipping charge is taxed too. [to confirm: Pennsylvania sales tax wording]

Every invoice shows its due date. You may pay an invoice in several payments, and with more than one method, until the balance is zero. We send reminders when an invoice is past due.

Online, you pay by card on our payment processor's secure payment page. In the shop we take card, cash and check [to confirm: payment methods accepted in the shop]. We never store your card number or security code.

An online order is paid for when you place it. We hold its items for 30 minutes while the payment page is open; an order that is not paid by then is cancelled automatically and the items are released.

When paying online is not available, you can still place an order and pay when you collect it. Such an order does not hold the items: we confirm they are in stock before you come in.

Online orders are final sale; our Returns policy explains how to exchange an item.

Every booking is confirmed by us before it is final, so the time is really yours. You pay for an online booking when you make it: a booking fee, credited to the repair, the service fee or the consultation that follows, or, for a build consultation or a remote session, that session's own price.

If we cannot confirm your booking, we refund what you paid in full to the way you paid — or we offer you another time, and you choose: take the new time and your booking is confirmed for it, or take the full refund. If we have taken no action on your booking by an hour after its time, it is cancelled and refunded in full automatically, and we email you to say so. If we cancel a booking after we confirmed it, we refund what you paid in full. If online payment is not available when you book, we take the payment at the shop before your appointment starts.

When you book for a device of yours that an InOs warranty covers for the work, or a VIP plan that includes remote support, there is nothing to pay for the booking.

Any deposit a job or an order needs is shown on your quote and invoice before you agree, and counts toward your final invoice.

When you leave a device with us, you sign an intake slip. It records the device, its condition, the accessories left with it and the problem you reported, and it authorises us to examine the device. Diagnosis may mean opening it.

We do no repair work until you approve a quote. Other faults may only show up once work starts; if we find one, we tell you and ask before doing anything beyond the work you approved.

Every turnaround time and date we give you is an estimate, not a promise. We do not offer same-day repairs: every repair goes through our full test cycle before it comes back to you.

Every repair starts with our service fee: a technician's time on your device, finding the actual fault instead of guessing with parts, and a written report of what we found. It is charged whenever we work on a device. If you decline the repair quote that follows, the service fee is the only charge, and the report is yours to keep.

We refund the service fee only at our discretion, and we record the reason.

Please back up your data before you hand over a device. A repair may require erasing or reinstalling storage, and we are not responsible for loss of data, software or settings.

Please keep anything that is not written on the intake slip: we can only return what the slip records.

Parts we replace are yours, and we offer to take them as a trade-in. A part that is only worth recycling earns a discount on our fee; a part in good condition comes off the price of its replacement, by what it is worth. Otherwise, you take it back.

If we lend you a device while yours is with us, we record its condition, with photos, when it goes out and compare it when it comes back. Please return it in the same condition. We do not take a deposit for a loaner at present. [to confirm: charges for damage to a loaner, or for its loss]

If you ask us to fit parts you supplied, you confirm they are yours to supply. We did not source, inspect or test them, so they are fitted at your request and at your risk: they carry no warranty from us and are excluded from any warranty on our work. If one fails or damages another component, the diagnosis, the replacement part and the labour to fit it are charged to you. Your parts keep their own manufacturer warranty.

We build to the parts list on your quote. If a part becomes unavailable, we offer a replacement of equal or better specification and change the build only with your agreement.

Your build's warranty is set out in our Warranty policy.

A part we order in for you — for a repair, a build or a sale — is paid for in full before we order it. Once it is fitted, it cannot be refunded.

We tell you when a repaired device, a finished build or an order for pickup is ready. Please collect it, and pay any balance, promptly.

If an item that is ready is not collected — a repaired device or an order waiting for pickup — we email you a notice every 30 days.

We hold an uncollected item for up to 180 days. After that, we may recycle it or sell it. Before a device leaves us, we wipe its storage, and if we sell it, we keep what you owe us from the proceeds.

When you ask us to start a repair or a build, we set time aside for it, order its parts and put it through our full testing. So if you cancel a job or a custom build, or leave it unfinished, we may keep the deposit and the service fee you paid, up to the whole of both, for the time and the parts already committed to it.

When you go ahead and complete the job with us, nothing is lost: everything you paid counts toward your invoice.

An unused special-order part is the exception: you can still cancel it as set out under Special-order parts, and its money goes back to your card or is returned in cash.

Software licence keys and other digital items are delivered to your online account. Once a licence key has been revealed it cannot be returned.

Our Returns policy explains how to return an item, what cannot be returned and how refunds work.

What our warranties cover, and how to make a claim, is set out in our Warranty policy.

When you trade in or sell an item to us, you confirm that you own it and are free to sell it. We assess it and make you an offer before you agree. The payout can be cash, store credit or credit toward a purchase; store credit and credit toward a purchase pay more than cash. A cash payout needs photo ID.

All trade-ins are final: we do not sell an item back, and we do not reverse a trade-in as a favour. If an item turns out to be stolen or not as described, we may reverse the trade-in and recover the payout. [to confirm: Pennsylvania secondhand-dealer holding and reporting requirements]

Subscriptions and managed services renew automatically each period and are charged to your saved payment method.

Store credit comes from returns, exchanges and trade-ins and can be spent in the shop and online. It has no cash value and never expires. We do not sell gift cards.

Keep your sign-in details private; you are responsible for activity under your account. A signature you give on our tablets or online — on an intake slip, a quote, a contract or a checklist — binds you in the same way as a signature on paper.

We send notices about your orders, repairs and invoices by email to the address on your account. Written notices to us go to [to confirm: mailing address for notices].

How we handle your personal information is set out in our Privacy policy.

[to confirm: attorney review of this section] Nothing in these terms limits rights you have by law that cannot be limited. As far as the law allows, our total liability for an order or a job is limited to the amount you paid for it, and we are not liable for indirect or consequential losses, including lost data, lost profits or business interruption.

Neither of us is responsible for delays caused by events outside reasonable control, such as power or network outages, supplier shortages, severe weather or carrier delays.

These terms are governed by the laws of the Commonwealth of Pennsylvania, and disputes are heard in the courts of Philadelphia County. If any part of these terms cannot be enforced, the rest still applies.