Repair Terms

1. About these terms

These terms are between you and Surreal Electronics (“we”, “us”), an electronics repair business in Central Square, New York. They apply when you bring us a device, approve an estimate, pay us, sign up for a voucher or promo code, leave a review, or use this website and the links we send you.

Dropping off a device, signing the drop-off check, approving an estimate or paying an invoice means you agree to these terms. The version in effect when you drop off or approve is the one that applies to that repair.

2. Free look and quotes

• Having us look at a device is free. If it can’t be saved, we’ll tell you, and you won’t be charged to find out.
• An estimate is our price for the work it lists. Estimates sent by link are good for 7 days.
• Some estimates let you choose the part quality (for example aftermarket or original). The price is set by your choice.
• If we find something during the repair that would change the price or the work, we stop and ask first. We never charge more than you approved without your OK.

3. Dropping off

• Back up your data before you bring a device in, if you can.
• Remove anything you don’t need to leave: SIM and memory cards, cases, cables, controllers. We’re responsible only for accessories recorded on your drop-off check.
• We record the device’s condition at drop-off: what works, any existing damage, and what was left with it. You confirm it with your signature. Please check it’s right before you sign.
• Some things can’t be tested until the device is open or working again (for example, a phone that won’t turn on). Problems like that may only show up during the repair. We’ll tell you when they do.
• You confirm the device is yours, or that you have the owner’s permission to have it repaired.
• For some repairs we may ask you to turn off activation lock or “Find My”, or to give us a passcode so we can test the device. You don’t have to. If you don’t, some things can’t be tested before you collect it.

4. Your data and passcodes

• We don’t go through your photos, messages, files or accounts. We open only what we need to test the repair.
• A passcode you give us is used only to test your device. It’s visible only to our staff, never shared, and deleted from our records automatically within about 7 days of pickup. Consider changing it afterwards.
• Repairs, especially board-level work, liquid damage and battery or storage problems, can cause data loss. We are not responsible for lost or corrupted data, or for the cost of restoring it.
• Data recovery and data transfers are separate services. Recovery can’t be guaranteed.
• More about how we handle personal information is in our Privacy Policy.

5. Repair risks

Most repairs go exactly as planned, but some devices carry extra risk, and we’ll point it out when we can see it:

• Devices with liquid damage, previous repairs, swollen batteries, bent frames or heavy drop damage can fail during or after a repair, or develop new faults.
• Opening a device can reduce or remove water and dust resistance.
• On some newer phones, replacing parts can show a “non-genuine part” or “unknown part” message, or affect features like Face ID, Touch ID or True Tone. We’ll tell you before starting if we expect this.
• A manufacturer’s warranty may no longer cover a device once it’s been opened by an independent repair shop.

We aren’t responsible for faults that were already there, or for failures caused by existing damage.

6. Parts

• We use new parts unless the estimate says otherwise. “Aftermarket” parts are made by third parties. “Original (OEM)” parts are made by or for the device maker.
• Parts we replace are recycled. If you’d like the old parts back, tell us at drop-off.
• If a part has to be ordered, the repair waits for it. Delivery dates come from suppliers and can slip. We’ll keep your repair status page up to date.

7. Approving work

You can approve an estimate by tapping Approve on the estimate link, in person, or by phone or text. Approving authorizes the work listed at the approved price. You can cancel any time before we start, and we’ll return the device as it was.

8. Deposits

• After you approve an estimate, you may be offered an optional deposit, paid online. It’s taken off your final bill.
• If you cancel, or we can’t complete the repair, we refund the deposit in full, except the cost of any parts already ordered specifically for your repair. In that case those parts are yours to take.
• Refunds go back to the card you paid with, usually within a few business days of us processing them.

9. Payment

• Payment is due when you collect your device, unless we’ve agreed otherwise. We may hold a device until it’s paid for.
• We accept cash and cards. Invoices sent by link can be paid online by card. Online payments are processed securely by Square, and we never see or store your full card number.
• Prices include New York sales tax where it applies, shown on your invoice.
• Tips are always optional.
• If something’s wrong with a completed repair, we fix it first under the warranty below. Refunds for a repair are given when we can’t put it right.

10. Pickup and unclaimed devices

• We’ll let you know by text, email or phone when your device is ready, or if it can’t be fixed. You can also check any time on your repair status page or at surrealelectronics.com/track.
• Someone else can collect it for you if they have your name and ticket number or claim tag. We may ask for ID.
• When you collect it, you may be asked to sign to confirm you received the device back in working condition as described.
• Please collect your device within 90 days of our first message saying it’s ready or can’t be fixed. We’ll send reminders. If it’s still not collected after 90 days, and after a final notice to the contact details you gave us, we may treat it as abandoned. We’ll then erase it and recycle it responsibly. Where repair charges are unpaid, we may instead enforce our repairer’s lien as New York law allows.
• Please keep your contact details up to date with us.

11. Warranty

Repairs are covered for the period shown on your invoice, which is normally 90 days from the date the repair is completed. The warranty covers the parts we installed and our workmanship, for the same fault we repaired.

It doesn’t cover:

• new physical damage, cracks, drops, pressure or liquid damage after pickup
• repairs or opening by anyone else after us
• software problems, viruses, or settings changes
• faults unrelated to the repair we did
• normal battery wear, or lost data
• jobs where the warranty period on the invoice is 0 days (we’ll tell you in advance, for example on some data or liquid-damage work)

If a covered problem comes back, bring the device in with your ticket number. We’ll re-repair it free of charge, or refund what you paid for that repair if we can’t fix it. This warranty is in addition to any rights you have under New York law.

12. Buying, selling and trading in devices

Selling or trading in a device to us

• You confirm the device is yours to sell: not stolen, borrowed, leased, or still being paid off on a finance or carrier plan.
• We’ll ask to see photo ID, and we check that the IMEI or serial number isn’t reported lost or stolen. We don’t keep a copy of your ID. We can turn down any device.
• Before we pay, sign out of your accounts and turn off activation lock (Find My, Google account and similar). We’re happy to help.
• Back up anything you want to keep first. We wipe every device we buy before it’s resold, and you can ask for a data wipe certificate.
• Once we’ve paid you, or put the trade-in credit on your invoice, the sale is final. Trade-in credit is used toward the invoice it’s applied to and isn’t paid out as cash.
• If a device later turns out to be stolen, blocked or not yours to sell, we may report it as the law requires and ask for the money or credit back.

Buying a refurbished device from us

• Every device we sell is tested and wiped before sale, and we tell you its condition before you buy.
• It comes with the warranty shown on your receipt, normally 30 days from purchase, on faults in the device and any parts we fitted. A device sold “as-is” has no warranty, and we’ll tell you before you buy.
• The warranty doesn’t cover the same things listed in section 11: damage after purchase (drops, cracks, pressure or liquid), opening or repairs by anyone else, software problems, or normal battery wear.
• If a covered fault shows up, bring the device back with your receipt. We’ll repair it, replace it with a comparable device, or refund what you paid for it.
• Apart from the warranty, we don’t take returns because you changed your mind, so please look it over and ask questions before you pay. This doesn’t affect your rights under New York law.

13. Our responsibility

We take care of every device as if it were our own. If something goes wrong because of us, tell us and we’ll make it right. As far as the law allows:

• our total responsibility for any claim about a repair is limited to what you paid us for that repair, plus the reasonable cost of repairing damage we caused to the device
• we’re not responsible for lost data, loss of use, lost income, or other indirect losses
• we’re not responsible for delays caused by suppliers, shipping, or things outside our control

Nothing in these terms limits any right you have that can’t legally be limited.

14. Vouchers and promo codes

• The $10 voucher is one per phone number. It’s valid for 90 days from signup, on the services we name as qualifying (currently cleaning services).
• Promo codes have their own value, expiry and qualifying services, shown when you sign up. One signup per phone number per promo.
• Vouchers and promo codes are discounts. They have no cash value, can’t be exchanged or transferred, and can’t be applied to a bill that’s already paid. We decide how they combine with other discounts.
• We may end or change a program, but we’ll honor codes already issued until they expire. We may cancel codes obtained through fake or duplicate signups.

15. Reviews

Reviews you submit on our website are read before they appear, and we may choose not to publish one. We don’t edit them. Published reviews show the name you entered, your rating, what you wrote, and the device if you gave one. Please be honest, and don’t include other people’s personal details. Ask us any time and we’ll take yours down.

16. Links, the website and online tools

• The estimate, invoice, repair status and device check links we send are for you. Anyone with a link can view that page, so please don’t share it publicly.
• The device check and other online tests are aids to diagnosis. Their results are a guide, not a guarantee.
• The staff area of this site is for Surreal Electronics staff only.
• Don’t misuse the website, for example by trying to access other people’s records or by sending automated signups.

17. Changes, the law and contact

• We may update these terms. The date and version at the top show which version this is. Changes don’t affect a repair you’ve already approved.
• These terms are governed by the laws of the State of New York. If there’s a problem, please talk to us first. We’d much rather fix it.
• If any part of these terms can’t be enforced, the rest still applies.

Surreal Electronics
Central Square, New York
315-320-6137 · info@surrealelectronics.com