1. ACCEPTANCE OF TERMS
The following Terms and Conditions are valid for all business relations between PTC and the customer. This agreement is valid at the time the contract is entered into. PTC reserves the right to make reasonable technical and/or other changes at any time. By submitting your device to PTC, you, as the customer, agree that you have thoroughly read and understood the following Terms and Conditions.
2. Phone Repair and Quotation
2.1 You, as the customer, have submitted your goods to PTC Phone Tech & Comm for assessment and/or repair.
2.2 The Customer acknowledges and agrees that PTC is a Third-Party Repair Agent and is not authorised to use genuine parts for repairs, excluding OPPO Authorised Service Centre repairs and Apple genuine parts under the Independent Repair Provider (IRP) Program.
2.3 Customers who choose to have Apple device repairs completed outside of IRP acknowledge that these do not include Apple
2.3.1 This applies to repairs such as back glass and battery replacements.
2.4 Customers must clearly and honestly state all faults or issues with the device requiring repair and disclose whether the device has been previously repaired by another service provider other than PTC.
2.5 Quotes are provided before the PTC reserves the right to amend or change the quote during the repair process. PTC also reserves the right to refuse a servicerequest from any customer.
2.5.1 If the quote needs to be adjusted, the customer will be notified before the repair is completed.
2.6 Turnaround time provided are estimates. Changes to the turnaround time will be communicated to the customer. Delays may occur due to the complexity of the fault, parts availability, workload, or potential damage during the repair process. Rework or warranty claims may have longer turnaround time.
2.7 Complex repairs requiring an experienced senior repair technician may be sent to PTC Head Office. These repairs may take up to 10 business days to complete, depending on factors such as fault complexity, parts availability, and workload.
2.7.1 Business days are Monday to Friday to align with PTC Head Office hours.
2.8 Devices will be tested before repairs commence. If they are responsive, PTC is not liable for additional faults arising in non-responsive devices after repair.
2.9 Customers acknowledge that once PTC opens the device, it will no longer be water-resistant or dust-resistant.
2.9.1 You, the customer acknowledges this and as stipulated in section 3.3 PTC would not be liable for the cost of additional repairs from water damage after an initial repair has taken place.
2.10 If PTC, the manufacturer, its authorised representative, or an appointed repair center appointed by PTC finds that PTC is responsible for further damage, PTC will repair the damage, issue a replacement device, or reimburse the customer an amount equivalent to the device’s market value at the time of its initial submission.
2.11 PTC shall not be liable for indirect, punitive, special, incidental, or consequential damages (including loss of business, data, or goodwill) arising from the repair process.
2.12 Devices may have additional faults beyond those initially diagnosed. PTC is not responsible for post-repair issues caused by such undiagnosed faults.
2.13 Repairs performed by PTC, a third-party repairer, may void the manufacturer’s warranty, including warranties related to waterproof, shockproof, and dustproof features.
2.14Customers acknowledge that any accessories left with the device are not the responsibility of PTC, and PTC will not provide compensation for missing items. Customers are advised to remove all accessories before submitting their devices.
3. Not Covered Under Warranty
3.1 Devices repaired by PTC but subsequently repaired or disassembled by another service provider will void any PTC-provided warranty.
3.2 The warranty applies only to services directly performed by PTC.
3.3 Pre-existing water damage or water damage occurring after repair is not covered under warranty.
3.4 Devices with frame damage, including bent, twisted, or cracked frames, are not eligible for warranty coverage.
3.5 PTC is not responsible for data loss resulting from repairs. Customers are advised to back up their data before
3.6 Repairs involving motherboard issues, BYO parts, or improper handling void warranties.
3.7 An Apple battery replacement may impact the “Battery Health” app within iPhone settings. iOS 15 and later updates may show an ‘unknown part’ warning.
3.8 Warranty claims require parts to be intact, with no physical damage such as scratches, dents, cracks or LCD damage.
3.9 Examples of instances not covered under warranty include, but are not limited to damaged screens, bent or twisted frames, signs of water ingress, and LCD damage without visible glass damage. (Reference images can be provided in-store or upon request.)
3.10 An assessment must be completed by PTC to determine eligibility before any warranty is offered.
3.11 BYO Parts are not covered under any warranty.
4. Disposal of Devices
4.1 PTC will hold uncollected devices for a maximum of 90 days from the date of repair completion.
4.2 If the customer fails to collect the goods within this timeframe, PTC reserves the right to dispose of the goods in accordance with the Disposal of Uncollected Goods Act 1967.
4.3 Disposal may include sale, recycling, or responsible disposal of the goods. Any proceeds from the sale, less the costs incurred by PTC, may be retained as payment for outstanding repair fees.
4.4 PTC will make reasonable efforts to contact the customer before disposing of any uncollected goods.
5. Risk of Repairs for Certain Devices
Some devices carry inherent risks during the repair process due to their construction or design. A list of specific models will be provided upon request. Potential risks may include, but not limited to, screen damage during battery replacement or rear camera damage during back glass replacement. Customers will be informed of these risks before proceeding with the repair.
6. Warranty Repairs
6.1 PTC warranties apply only to parts and services paid for and performed by PTC.
6.2 Warranty claims are valid for manufacturer faults and subject to approval by PTC Customer Service Team.
6.3 Lifetime warranty applies to screens in good working condition, excluding physical or water damage.
6.4 Device Repairs with No Warranty Include:
6.4.1 Motherboard repairs
6.4.2 Repairs completed with existing water damage found
6.5 Six-Month Warranty Repairs Include:
6.5.1 Battery, charging port, camera/lens, speaker, microphone, buttons, housing, Apple iPhone Incell screens and Apple Genuine screens (excluding physical and water damage).
6.6 Lifetime Apple iPhone Warranty Include:
6.6.1 OEM Original Quality Screens and Ultra Plus Screens (excluding physical and water damage).
6.7 Six-Month Samsung Warranty Include:
6.7.1 OLED screens, frame service packs, and high-quality screens (excluding physical and water damage).
7. Business Customers (SquareTrade and Telstra Come to You)
7.1 Repairs performed for JB SquareTrade Mobile Extra Plans cover all damage types.
7.2 Extended warranties for JB SquareTrade must not have physical damage.
7.3 Repairs for JB SquareTrade customers use genuine Apple parts.
7.4 Repairs for Rebello SquareTrade customers default to INCELL parts unless unavailable, in which case OEM parts are used.
7.5 SquareTrade and Telstra Come to You repairs include a one-year warranty on parts and services.
8. Apple Independent Repair Provider (IRP) Service
8.1 Repairs performed under the Apple IRP program use genuine Apple parts.
8.2 Repairs include a six-month warranty on parts and workmanship.
8.3 Repairs may impact device diagnostics, such as the “Battery Health” or “Unknown Part” notifications in iOS settings.
9. Oppo Warranty Policies
9.1 For in-warranty repairs through OPPO Authorised Service Centre (Australia Service Centre), the original manufacturer’s warranty will continue.
9.2 For out-of-warranty repairs through OPPO ASC, parts are covered by a six-month warranty.
9.3 Oppo customers must back up all data prior to repair, as the service center is not responsible for data loss.
9.4This warranty section only applies to repairs completed through the OPPO ASC and does not extend to all OPPO repairs completed by PTC.
10. Privacy Policy
10.1 During the repair process, PTC may require access to the customer’s personal information to complete the repair.
10.2 PTC may divulge personal information if required by law enforcement or other legal authorities.
