Last updated: 1 November 2025
This policy describes how LaptopChipLevel handles refunds, service disputes, and complaints in connection with our diagnostic and repair services. We aim to handle every situation fairly, transparently, and in accordance with your rights under UK consumer law.
We do not seek payment for repair work that does not achieve the agreed outcome. If we quote to fix a specific fault and are unable to do so, you will not be charged for the repair work itself, though a diagnostic fee may still apply (see section 3).
Our pricing is discussed and agreed before repair work begins. There are no hidden charges added at collection.
If the same fault recurs within 30 days of collection of your repaired device, contact us immediately. We will assess the device without charge and, if the recurrence is due to the original repair work, we will remedy it at no additional cost.
Recurrence of the original fault caused by a new incident (physical damage, liquid ingress, or other external factor occurring after collection) does not fall within the warranty scope.
If we introduce a fault that was not present when the device was submitted, we will correct it at no charge. We document the device's condition on intake specifically to have a clear record of what was and was not working before we touched it.
If we attempted a repair and it did not succeed in resolving the described fault, and this was not disclosed to you before payment was taken, you are entitled to a full refund of the repair charge. This does not apply to situations where we communicated uncertainty about the outcome before work began and you authorised us to proceed on that basis.
A diagnostic fee covers the time and resources involved in identifying a fault. This fee applies regardless of whether you choose to proceed with a repair following our assessment, and regardless of whether a repairable fault is found.
We will always confirm the diagnostic fee clearly before beginning an assessment. The diagnostic fee is non-refundable once an assessment has been completed and communicated to you, except where we have made a clear error in the diagnostic process itself.
Refunds are not issued in the following circumstances:
If you are unhappy with any aspect of our service, contact us as soon as possible:
Please describe the issue clearly and include your name, contact details, and when the repair was collected. We aim to acknowledge all complaints within two working days and to propose a resolution within five working days.
If we are unable to resolve a complaint to your satisfaction, you have the option of seeking independent dispute resolution. UK consumers may also seek advice from Citizens Advice (citizensadvice.org.uk) or, for small claims, may use the Money Claims Online service through the UK courts. We remain committed to reaching a fair resolution directly wherever possible.
Nothing in this policy limits or excludes your statutory rights as a consumer under UK law, including those provided by the Consumer Rights Act 2015. If any part of this policy conflicts with your statutory rights, your statutory rights take precedence.