Repair Terms and Conditions
Last updated: December 2025
In these Terms and Conditions, "we", "us" and "our" refer to Westbrook Computers Ltd, a company registered in England and Wales (Company Registration Number: 7869653, VAT Number: GB125533629), with its registered office at The Cedars, Bay Lane, Gillingham, Dorset, SP8 4ER. "You" and "your" refer to the customer.
We wish to draw our customers' attention to the following….
Our engineers exercise the utmost care and due diligence during all work performed on a customer's computer equipment.
Due to the fragile and sometimes unstable nature of computer equipment, problems can arise with that equipment which might appear to be a result of that work being carried out but which in fact are not caused by negligence, lack of diligence or lack of care. These problems are more common on older systems but are not exclusive to older systems.
Whilst we will do our best to help overcome those problems, our liability in respect of any repair or upgrade is limited to the value of the work carried out by us on the device in question. Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be excluded or limited under applicable law. Your statutory rights as a consumer are not affected.
We reserve the right to levy a fee for any further work carried out as a consequence of our initial upgrade or repair to the said equipment.
Westbrook Computers Ltd reserves the right to dispose of any computer equipment or belongings left with us after 30 days from the date of written notice (sent by email or letter) confirming that diagnostics are complete, the repair is finished, or the item is not repairable by us. Where equipment is disposed of, we reserve the right to deduct any outstanding fees, storage costs and reasonable disposal costs from any proceeds of sale, with any remaining balance held available to the customer for a reasonable period.
Customers are required to back up their own data before submitting any device for repair. Where we offer a backup as part of the service, this is provided on a best-efforts basis only and we cannot guarantee the integrity, completeness or recoverability of any data. We accept no responsibility for any data lost, corrupted or rendered inaccessible during the repair process.
We reserve the right to charge a diagnosis fee if items are diagnosed by us and the repair isn't carried out by us. If repair is carried out by us the diagnosis fee will not be charged. A diagnosis fee will also apply where a fault has been reported but, following inspection, no fault is found with the device.
Repair quotes are valid for 14 days from the date of issue. After this period, prices may be subject to change due to fluctuations in parts pricing and availability, and we reserve the right to re-quote the work.
Full payment is required before any repaired equipment is returned to or collected by the customer. Equipment will not be released until cleared payment has been received.
We reserve the right to refuse or decline any repair at our discretion. This includes, but is not limited to, devices that arrive in a condition materially different to that described by the customer, devices where the repair is deemed uneconomical, and devices where suitable parts cannot be sourced.
Data Protection
Any personal data accessed or processed during the repair or diagnostic process is handled in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and our Privacy Policy. Our engineers will not access personal files except where necessary to diagnose, complete or verify a repair. We do not copy, retain or share customer data except where strictly required to deliver the service requested or where required by law. Customers are reminded to remove any sensitive personal data prior to submitting a device for repair where possible.
Phone Repairs
All screens we replace come with a 12 month warranty, provided there is no damage to the screen (scratches, blemishes, cracks or water damage). We strongly recommend fitting a glass screen protector at all times to reduce the risk of damage. If a fault is reported, we will ask for the device to be returned to our office so we can inspect it and either replace the faulty part under warranty or, where there is damage to the screen, provide a quote for repair.
Refunds for screen repairs are only available within 30 days of the original repair and only for genuine faults — change-of-mind requests are not eligible. After 30 days, faulty screens are covered under warranty by replacement only, and no refunds will be issued. The 30-day refund window runs from the date of the original repair; subsequent warranty replacements do not reset or extend this period.
All warranty replacements are subject to inspection to confirm the fault is genuine and that there is no accidental or impact damage, in line with the conditions above.
In the event that a screen repair repeatedly fails, we reserve the right — typically after three warranty replacements on the same device — to refit a broken (non-functional) screen to the device before returning it to the customer. This is necessary so that the faulty replacement parts can be returned to our supplier under their warranty terms. Please note that the broken screen refitted in these circumstances may not be the original screen that was on the device when it was first brought in, as original screens are not always retained beyond the initial repair. The same applies where a refund has been issued for a faulty repair: the device will not be returned with a working replacement screen fitted.
We use original equipment manufacturer (OEM) parts wherever possible. However, due to availability, cost or supply constraints, we may use high-quality aftermarket parts as an alternative. Customers should be aware that the use of third-party (non-OEM) parts may invalidate the original manufacturer's warranty on the device (for example, Apple, Samsung or similar). By proceeding with a repair, the customer accepts that aftermarket parts may be used unless they have specifically requested OEM-only parts in writing prior to the repair, in which case timescales and pricing may differ.
Water and dust resistance (including any IP rating) cannot be guaranteed following any repair, regardless of the parts used. Once a device has been opened, the original factory seals are disturbed and the device should no longer be considered water resistant. We accept no liability for any subsequent water or moisture damage to a device that has previously been repaired by us.
Westbrook Phone / VOIP Products Terms and Conditions
The following terms apply to our Phone / VOIP products and services, which are supplied to business customers only (B2B). These products and services are not offered to consumers.
Conditions
1. Length of contract will be stated by email during quote / provisioning and on first invoice.
2. By paying initial invoice you accept these conditions and length of contract.
3. Once system has gone live, we reserve the right to charge for reconfiguration.
4. If invoices are outstanding past 60 days service will be put on hold, this will stop all calls. This will not be lifted until full outstanding amounts are paid.
Cancellation
1. You can cancel within first 30 days of service going live without incurring any early termination fees.
2. If you wish to cancel contract after 30 days, you will be expected to pay full remaining term this will be calculated from end of month or 30 days from notification date whichever comes first.
3. Phone numbers will not be released until outstanding fees are paid.
4. 30 Days' notice is required to cancel product we will calculate any outstanding amounts as per cancellation condition 2.
5. All equipment remains the property of Westbrook Computers Ltd until full term of contract unless remaining balance paid or items paid for upfront.
Governing Law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the laws of England and Wales. The parties irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these terms.