Terms & Conditions

1. About These Terms, Acceptance & Eligibility

These Terms & Conditions ("Terms") form a binding agreement between you ("you", "the customer") and PiknFix ("we", "us", "our"), operator of the website and the doorstep, walk-in and mail-in mobile-phone and tablet repair service. They apply together with our Privacy Policy and any repair-specific document we give you (such as a job sheet, quote or warranty card).

Where a repair-specific document conflicts with these Terms, the repair-specific document prevails for that particular repair, but only to the extent it does not reduce your rights under applicable law.

By booking a repair, creating an account, handing over a device, or otherwise using the website or our services, you confirm that you have read, understood and accepted these Terms. If you do not agree, please do not use the service.

To use the service you must be at least 18 years of age (or have the consent of a parent or guardian) and legally capable of entering into a contract. You must be the owner of the device, or be authorised by the owner to commission the repair and to accept these Terms on the owner's behalf.

• You must provide accurate contact and address details so we can deliver the service and keep you updated.
• Bookings are subject to the availability of technicians and parts and the serviceability of your location / PIN code.
• Nothing in these Terms affects or limits the rights and remedies available to you as a consumer under the Consumer Protection Act, 2019 and other applicable Indian law; any term that does so shall, to that extent, not apply.

2. Our Services & Scope

We provide diagnosis and repair of mobile phones and tablets. When booking, you select your device, the problem, and a fulfilment option: (a) FREE home pickup and drop within serviceable areas; (b) walk-in / drop at our shop; or (c) mail-in / courier. We also operate a physical retail shop.

We use genuine or quality-tested spare parts. Where a genuine OEM part is unavailable, we may, only with your prior approval, fit a high-quality compatible part; this will be noted on your quote and may affect warranty as described in Section 7. Live order tracking is provided for active jobs.

We do not provide manufacturer (OEM) warranty service unless we expressly state so in writing. You acknowledge that opening or repairing a device through a third party (including us) may void any subsisting manufacturer warranty, and you authorise us to proceed on that basis.

• Some advanced faults (for example board-level or liquid-damage faults) may be undiagnosable or unrepairable; we will tell you if so.
• Estimated repair times are indicative only and may change due to parts availability, courier delays or hidden faults; we will keep you informed of material delays.
• We may use sub-contracted specialists or our retail-shop facilities to complete a repair; we remain responsible to you for the standard of the service.

3. Booking, Inspection & Quote Approval

When you book, you describe the device and fault. After we receive or inspect the device, our technician carries out a diagnosis and sends you a WRITTEN QUOTE setting out the proposed work, parts, estimated timeline, the applicable warranty period and the total price (inclusive of GST). NO payment is taken upfront at the time of booking.

No chargeable repair work begins until you APPROVE the quote (by reply, in-app confirmation, or signature). By approving, you authorise us to carry out the described work and to order any parts required. If a hidden or additional fault is found after approval, we will pause work and send a revised quote for your further approval before carrying out the extra work.

If you do not approve the quote, you may decline the repair. A pre-disclosed diagnostic / inspection / visit fee (and, for pickup jobs, return-delivery handling) may apply as set out in Section 4, and the device will be returned to you or made available for collection.

• Quotes are valid for the period stated on them (default 7 days) and may be revised only if parts prices change or additional faults are found, in which case the revised quote requires your approval.
• A quote is an estimate based on the information and access available at inspection; the price you pay is the approved quote (or an approved revised quote), with no surprise additions.
• We may decline to quote for, or to repair, any device at our reasonable discretion (see Section 8).

4. Pricing, GST, Payment & Pre-Disclosed Charges

All prices are in Indian Rupees (₹) and are inclusive of Goods and Services Tax (GST) unless stated otherwise; a GST-compliant invoice is issued for completed paid jobs. Payment for an approved repair is due on completion / before handover unless we agree otherwise in writing. We accept the payment methods shown at checkout or in store.

Diagnosis, technician time, a doorstep visit and parts procurement are real services and costs we incur on your behalf. The charges listed below are reasonable, are disclosed to you in advance, and become payable only when actually incurred. They are intended to recover our genuine costs, not to impose a penalty.

Because these charges are pre-disclosed and proportionate to the actual cost and effort involved, they are not a hidden or unfair charge. They do NOT apply to any amount the law requires us to refund — for example, where a refund or other remedy is due because of a deficiency in our service, our negligence, or any unfair contract term. Your statutory rights to a refund are unaffected by this Section.

• A diagnostic / inspection fee (indicative ₹199–₹499) and, for home jobs, a visit / pickup-drop handling fee, where you decline the quote after we have attended or collected the device. Free pickup applies to jobs that proceed to an approved repair.
• Once you APPROVE a quote, the actual cost of any non-returnable or custom-ordered parts already procured is payable if you later cancel, and labour already performed is chargeable on a pro-rata basis. We will not charge for parts or labour not yet incurred.
• Completed and approved repairs are non-refundable except to the extent of warranty cover (Section 7) or your statutory rights under the Consumer Protection Act, 2019.
• Late-collection storage / handling fees may apply as set out in Section 9.
• Any waived diagnostic / pickup fee is conditional on the repair proceeding; if you cancel after approval, the waiver may be reversed and the originally disclosed fee may apply.

5. Your Obligations: Accurate Information, Data Backup, Ownership & Lawful Device

You are responsible for the accuracy of the information you give us and for the condition and legality of the device you hand over. Repair work on a device that already has faults carries inherent risk, and some risks (data loss, total failure of an already-damaged board, worsening of existing liquid damage) cannot be entirely eliminated even with reasonable care. The following obligations help allocate those risks fairly.

DATA BACKUP IS YOUR RESPONSIBILITY. Please back up all data and content and remove or note any SIM, memory card, accessories and personal/confidential information before handover. We are a repair service, not a data-backup service, and repairs may require resets, reflashing or part replacement that erases data. Subject to Section 6, we are not responsible for loss of data, software, SIM/memory cards or accessories that are not logged on the job sheet — except where the loss is caused by our negligence or a deficiency in our service.

You confirm that you are the owner of the device or are authorised by the owner, that the device is lawfully held by you, is not stolen, and is free of any reported-lost / blacklisted (IMEI) status. You agree to disclose all known faults, prior repairs and water exposure, and to provide the device passcode / screen-lock where needed so we can test the repair.

• Provide the device unlocked or with the unlock code/pattern, and remove activation locks (e.g. Find My / Google account) where required, or we may be unable to complete or test the work.
• Disclose any pre-existing damage, prior third-party repair, or liquid exposure; faults caused by conditions you did not disclose, and which we could not reasonably detect, are at your risk.
• Remove SIM and memory cards and detachable accessories; items left in the device that are not logged on the job sheet are at your risk, except where lost through our negligence.
• We may refuse, or report to the authorities, any device we reasonably suspect to be stolen, blacklisted or unlawfully held, and may require proof of ownership before proceeding.

6. Liability, Disclaimers & What We Cannot Exclude

We take reasonable care and skill in performing every repair, as required by law. The disclaimers and limits in this Section apply only to losses that are outside our reasonable control or that arise from the inherent risk of repairing an already-faulty device, and they apply only to the maximum extent permitted by Indian law.

Subject to the protections set out below, our total aggregate liability to you in connection with any repair is limited to the amount actually paid by you to us for that specific repair. To the extent permitted by law, we are not liable for indirect, incidental, special or consequential losses (such as loss of business, loss of profit, loss of opportunity, or the cost of a replacement device).

IMPORTANT — WHAT WE DO NOT AND CANNOT EXCLUDE: Nothing in these Terms limits or excludes our liability for any deficiency in our service, for our own negligence, for fraud or wilful default, for death or personal injury caused by our negligence, for product liability, or for any other liability that cannot lawfully be excluded or limited under the Consumer Protection Act, 2019 or other applicable Indian law. The disclaimers and the liability cap above do NOT apply to loss or damage caused by our negligence or by a deficiency in our service; in those cases your full statutory rights and remedies apply.

• Pre-existing damage or faults, and faults you did not disclose at handover that we could not reasonably have detected.
• Worsening of liquid/water damage during diagnosis or repair where such damage existed before handover and we warned you of this risk before proceeding.
• Faults or damage in devices already opened, modified, rooted/jailbroken or repaired by you or a third party before reaching us, except to the extent we cause further damage through our negligence.
• Loss of data, software, settings, SIM/memory cards or accessories not logged on the job sheet, except where caused by our negligence or a deficiency in our service.
• Cosmetic marks reasonably and unavoidably incidental to opening a device, and normal wear and tear.
• Delays caused by courier services, parts suppliers, or events beyond our reasonable control (see Section 11).

7. Repair Warranty & Exclusions

Completed repairs carry a LIMITED WARRANTY, set per repair and stated on your quote/invoice (default 90 days from the date of return). This warranty covers ONLY the specific part we replaced and the specific workmanship we performed, and entitles you to a free re-repair or replacement of that part if it fails due to a defect in the part or in our workmanship during the warranty period.

To claim, contact us within the warranty period with your invoice / job number; we may inspect the device, and any warranty seal / tamper indicator must be intact. The warranty is non-transferable beyond the original customer and applies only to work we actually carried out.

This warranty is in addition to, and does not replace or limit, your statutory rights and remedies under the Consumer Protection Act, 2019 (including for any deficiency in service). The exclusions below describe what the voluntary warranty does not cover; they do not affect those statutory rights.

• New physical damage, drops, pressure or bending after the repair.
• Liquid or moisture damage occurring after the repair.
• Tampered, broken or removed warranty / tamper seals, or the device being opened or repaired by you or a third party after our repair.
• Software, firmware or operating-system issues, viruses, or account / activation locks unrelated to the repaired component.
• Normal wear and tear, natural battery ageing, and consumable degradation.
• Damage caused by use of non-genuine accessories, chargers or cables.
• Faults in a part or area of the device different from the one we repaired.

8. Our Right to Refuse, Pause or Discontinue Service

We may refuse, pause, postpone or discontinue a repair, in whole or in part, where: the device is unsafe to work on (for example, a swollen or damaged battery, or a liquid-corroded board); a required part is unavailable; we reasonably suspect the device is stolen, blacklisted or unlawfully held; you fail to provide an unlock code, proof of ownership, or required cooperation; the repair becomes uneconomic or technically infeasible; or you behave abusively or unlawfully towards our staff or agents.

If we cannot complete a repair after diagnosis, we will tell you, return the device in the condition we received it (reasonably reassembled), and a pre-disclosed diagnostic fee may apply as per Section 4. Where we have already begun approved work, completed labour and non-returnable parts remain chargeable as set out in Section 4.

We will act reasonably and in good faith in exercising the rights in this Section. We are not liable for declining or discontinuing a repair for any of the reasons above, except to the extent any loss is caused by a deficiency in our service or our negligence.

9. Device Handover, Collection & Unclaimed Devices

On completion (or where you decline the quote, or we cannot repair the device), we will notify you, using your registered contact details, that the device is ready for return by drop, courier or collection. You must collect or accept return of the device, and pay any amount properly due, within the timeframe notified. Risk in the device passes back to you on return / handover.

Devices left with us after the job is closed may attract a reasonable storage / handling fee (indicative ₹50 per day) after a grace period of 15 days from the ready-for-collection notice. We may withhold the device (exercise a particular lien) until amounts properly due for that specific repair are paid; we will not withhold a device over any unrelated or disputed amount.

If a device remains UNCLAIMED and amounts properly due remain unpaid for 90 days after we first notify you that it is ready, and after we have sent at least two reminders (including a final notice to your registered contact details with a clear deadline), we may, to the extent permitted by applicable law, sell or otherwise dispose of the device to recover our unpaid charges and storage fees, accounting to you for any net surplus. We strongly recommend prompt collection; please do not leave a device unclaimed.

• Keep your job number and any collection ID; we may require photo ID and proof of ownership before release.
• Please inspect the device on collection / return and report any concern at the time of handover.
• Storage fees and the disposal timeline run from our ready-for-collection / final-notice communications sent to your registered details.

10. Website Use, Intellectual Property & Prohibited Conduct

The website and its content — including text, logos, trademarks, graphics, design, software and the "PiknFix" brand — are owned by us or our licensors and are protected by intellectual-property laws. You may use the website only to book and manage genuine repairs. You are granted a limited, non-exclusive, non-transferable, revocable licence for that purpose; you may not copy, reproduce, scrape, resell or create derivative works without our written permission.

You agree to use the website and service lawfully. We may suspend or terminate access, and refuse service, for a breach of this Section, acting reasonably and proportionately to the breach.

• Do not submit false, misleading or fraudulent information, or book on behalf of another person without their authority.
• Do not present any stolen, blacklisted or unlawfully obtained device for repair.
• Do not introduce malware, attempt to gain unauthorised access, disrupt, or reverse-engineer the website or our systems.
• Do not infringe our or others' intellectual-property rights, or post unlawful, abusive or defamatory content.
• Do not use the service to facilitate any unlawful activity.

11. Force Majeure

We are not in breach of these Terms, and are not liable for any delay or failure to perform, where this is caused by events beyond our reasonable control, including acts of God, natural disasters, fire, flood, epidemic or pandemic, government action or restrictions, strikes, civil disturbance, war, power or internet failure, courier or supplier failure, and shortage of parts.

If a force-majeure event continues, we will make reasonable efforts to perform once it ends. If performance is no longer reasonably possible, we will return your device and refund any amount you have paid for work not yet performed, less only the reasonable, pre-disclosed charges already properly incurred under Section 4.

12. Changes to These Terms

We may update these Terms from time to time to reflect changes in law, our services or our business practices. The current version is always available on the website with a "last updated" date. We will notify material changes by a reasonable method (for example, a website notice or a message to your registered details).

The Terms that apply to a given repair are those in force when you book and approve that repair. Continuing to use the website, or booking a new repair, after changes take effect constitutes acceptance of the updated Terms for future bookings. Changes will not retrospectively reduce your rights in respect of a repair already booked.

13. Governing Law, Dispute Resolution & Jurisdiction

These Terms, and any dispute arising out of or relating to them or our services, are governed by the laws of India. We encourage you to first raise any concern with our Grievance Officer (Section 14) so we can try to resolve it quickly and amicably.

Subject to your rights under the Consumer Protection Act, 2019 — including your right to approach the appropriate District, State or National Consumer Disputes Redressal Commission, which you may do at a place where you reside or work — the courts at the registered place of business of PiknFix in India shall have jurisdiction over disputes arising from these Terms. Nothing in this Section requires you to give up any forum, remedy or protection that consumer law makes available to you.

14. Grievance Redressal & Contact

In line with the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020, we have appointed a Grievance Officer to handle complaints. We will acknowledge a complaint within forty-eight (48) hours of receipt and endeavour to resolve it within one (1) month from the date of receipt.

To raise a complaint or to contact us, please use the details below. Please include your job / order number and a clear description of the issue so we can help you faster.

• Grievance Officer: PiknFix
• Email: hello@piknfix.com
• Phone: +91 81018 87381 (business hours per our Shops & Establishments registration)
• Registered / shop address: West Barasat, Sutia Barasat, Gaighta, 24 PGS (N), West Bengal, 743273, India