Refund & Cancellation Policy

This policy explains how to cancel a repair booking with GET Repairs (439 Duke Street, Glasgow G31 1RY) and how refunds are handled. It sits alongside our Terms & Conditions and does not affect your statutory rights as a UK consumer under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

1. Your right to cancel (14-day cooling-off period)

Because bookings are made online or by phone, our agreement with you is a "distance contract". You have the right to cancel within 14 calendar days of placing your booking, without giving any reason.

To cancel, contact us before the 14-day period ends by any of these methods:

• Email support@getrepairs.co.uk with your booking reference
• WhatsApp +44 7300 010220
• In person at 439 Duke Street, Glasgow G31 1RY
• Reply to your booking confirmation email

A clear statement is enough — there is no required form. We will send you written confirmation that your cancellation has been received.

2. When the cooling-off right ends or is reduced

Repair services are performed services. If you ask us to start work during the 14-day period, the following applies under Regulation 36 of the 2013 Regulations:

• If the repair is fully completed within 14 days with your express consent, you lose the right to cancel and no refund of the repair price is due.
• If the repair is partly completed when you cancel, you must pay a proportionate amount for the work and parts already supplied. The remainder is refunded.
• If we have not started work, you receive a full refund.

By confirming a booking and dropping off your device, you give express consent for us to begin diagnosis and repair before the 14-day period ends, and you acknowledge the consequences above.

Same-day repairs: most of our repairs are completed the same day. By booking a same-day repair and handing over your device, you are expressly asking us to start (and usually finish) the service within the 14-day cooling-off window. Once the repair is fully completed with your consent, the right to cancel is lost and the repair price is non-refundable. If you change your mind, tell us before work begins — we will stop, return your device, and refund you in full. If we have already started but not finished, you will be charged a proportionate amount for the work done and any parts fitted, and the rest is refunded. Your statutory rights if the repair is faulty (see section 5) are unaffected.

3. Cancelling outside the 14-day period

After the cooling-off period, you can still cancel a booking at any time before work has begun for a full refund. Once diagnosis or repair has started, charges already incurred (including non-returnable parts ordered specifically for your device) are non-refundable, but any remaining balance is returned.

4. "No fix, no fee"

If we accept a booking and are unable to complete the repair, you pay nothing for the labour and any pre-payment is fully refunded. A diagnostic or postage fee, if disclosed at booking, may still apply and will be made clear before you pay.

5. Faulty repairs — your Consumer Rights Act 2015 protections

Every repair is provided with reasonable care and skill, as required by the Consumer Rights Act 2015. If a repair is faulty or the same fault returns within our 90-day workmanship warranty, you are entitled to:

• A free re-repair (our standard remedy), or
• A price reduction or refund if a re-repair is impossible, disproportionate, or not carried out within a reasonable time.

The warranty covers the specific repair we performed and the parts we fitted. It does not cover new accidental damage, liquid damage, or unrelated faults.

6. How and when refunds are paid

Refunds are made to the original payment method (the card or wallet used to pay) using our payment processor, Stripe. We will issue refunds without undue delay and within 14 days of:

• Receiving your cancellation (where no device has been sent), or
• Receiving the device back from us (where applicable), whichever is later.

Once we issue a refund, your bank typically takes a further 3–10 working days to credit your account.

7. Returning your device after cancellation

If we are holding your device when you cancel, you may collect it from 439 Duke Street, Glasgow G31 1RY during opening hours (Mon–Sat 10am–7pm, Sun 11am–4pm) at no charge.

8. Payments via local agent shops

Where you pay our partner agent shop directly (cash or card in store), refunds for that transaction are processed by the agent shop using the same method of payment. We will assist with any dispute and our warranty terms above still apply.

9. How to make a complaint

If something has gone wrong, please contact support@getrepairs.co.uk with your booking reference and a description of the issue. We aim to acknowledge within 1 working day and resolve within 14 days. If you remain unhappy, you may refer the dispute to an approved Alternative Dispute Resolution (ADR) provider or, if you paid by card, contact your card issuer about chargeback rights.

10. Contact

GET Repairs
439 Duke Street, Glasgow G31 1RY
Email: support@getrepairs.co.uk
WhatsApp: +44 7300 010220

This policy is governed by the laws of Scotland.