Terms and conditions

1. Who we are, and what these terms cover

ServiceMyMobile is a consumer repair service operated by e-Mag Solutions, at 82/2, NVR Complex, Kudlu Gate, Hosur Road, Bengaluru 560068, Karnataka. These terms cover a repair you book through this website: the booking, the collection of the device, the work itself, the return and the payment. They apply between you and e-Mag Solutions.

We are an independent repairer. We are not an authorised service centre for any manufacturer, and a repair carried out by us may end the manufacturer's warranty on your device. If we find that your device is still inside that warranty we will tell you before we start, and you can ask us to route the job to the brand instead. A facilitation charge of Rs.100 applies if you do.

2. Booking and the price we quote

The figure the booking form shows you is indicative. It is drawn from our price list for the model and the fault you selected, and it assumes that the fault is what it appears to be. It is not a quotation and it does not bind either of us.

The price becomes firm only after a technician has the device in hand and has inspected it. We tell you that figure before any work starts, and you decide whether to go ahead. If the inspection turns up a second fault, that is a separate conversation and a separate figure. We do not carry out work you have not approved.

3. What you need to do before you hand over the device

Repairs can wipe a device. A display or motherboard job in particular may require a reset, and some faults make the storage unreadable before we ever open the handset. So:

• Back up your data before the device leaves you. We cannot do this for you and we cannot recover what was not backed up.
• Remove the screen lock and any activation lock, such as Find My iPhone or a Google account lock. A locked device cannot be tested after repair, and a technician who cannot test it cannot certify the work. Do not send us your password; turn the lock off, or set a temporary one and give it to us on the call. An unlocking job is the exception, for the obvious reason: send that one locked, and see section 7 for the proof of ownership we need before we start.
• Take out the SIM and the memory card, and keep your case, screen guard and any accessory you do not want travelling with the device.

You confirm when you book that the device is yours, or that you have the owner's authority to send it for repair.

4. Collection, transit and return

We arrange a courier to collect the device from the address you gave us and to return it there, or to another address you nominate in writing before dispatch. We will tell you who is collecting, and when, when we confirm the booking with you by phone. Nothing on this site is a guarantee of a collection time or a turnaround time.

5. Inspection, approval, and the charges if no repair happens

Two charges exist for the case where you get the device back unrepaired. Only one of them can ever apply to a job, and neither applies if the repair goes ahead.

• Rs.200 if we inspect the device and find it beyond economical repair, meaning the cost of putting it right is out of proportion to what the device is worth.
• Rs.300 if the device is repairable, we quote you, and you decide not to proceed.

If you go ahead with the repair, the inspection is not charged separately. You can cancel a booking at no charge from your account page while the device is still with you or in transit to us. Once it has reached us the button stops working, because cancelling from there is a conversation about a diagnosis already done and a return shipment. Call us and we will sort it out.

6. Warranty on what we replace

Every part we replace carries a three-month warranty from the date the device is delivered back to you, covering the part and the labour on that part. If the same fault returns inside those three months, we collect the device, put it right and return it at no charge.

The warranty is on the work we did. It is not a warranty on the rest of the device, and it does not extend to a fault in a component we did not touch. It does not cover:

• physical damage or liquid ingress after the device was returned to you;
• a device opened by anyone else after our repair, including another repairer, or one whose service seal has been removed or defaced;
• a missing, altered or unreadable IMEI, which leaves us unable to establish that the device is the one we worked on;
• software problems, settings, apps and operating system updates, and the normal decline of battery capacity with use.

Keep the invoice. It carries the repair request number, and it is how a warranty claim is matched to the job.

7. Unlocking work and proof of ownership

For a pattern unlock, a network unlock or anything else that removes a restriction from a device, we need proof that the device is yours before we start. That means the original purchase invoice in your name, or the box with a matching IMEI together with a government photo ID and a signed declaration of ownership.

We decline the work if the device is reported lost or stolen, if the IMEI has been tampered with, or if the proof does not match the device. Tampering with an IMEI is an offence in India and we will not do it at any price. We also do not remove a lock applied by a court, a lender or an employer's device management.

8. Payment, GST and invoices

Payment is due when the device is returned to you. The charges quoted on this site are in rupees and exclusive of GST, which is added at 18% under SAC 998713 for repair and maintenance of goods. We issue a tax invoice in the name of e-Mag Solutions for every job.

Where a repair needs a part we have to order in, we may ask for an advance against that part before we place the order. We will say so at the time of the quote, and an advance is set off against the final invoice.

9. Devices left unclaimed

If we cannot return a device because we cannot reach you, or because the payment due on it has not been made, we hold it. We will try the registered mobile number and email at least three times over the first thirty days.

After ninety days from the date we first told you the device was ready to come back, a storage charge may apply. It is not on our tariff yet, and we will tell you the amount in writing before it starts to run. We will not dispose of a device without sending a further written notice to your registered email and postal address and waiting another thirty days after it.

10. What we are responsible for, and what we are not

We are responsible for carrying out the repair with reasonable skill and care, for using parts of the grade we told you we would use, and for the device while it is in our custody.

We are not responsible for the loss of data on the device, which is why section 3 asks you to back it up. We are not responsible for a pre-existing fault that becomes apparent during the repair, for a device that turns out not to be repairable, or for loss of use, loss of earnings or any other indirect loss.

Our liability for any one repair is limited to the amount you paid us for that repair. That limit does not apply where the law does not permit it, and nothing in these terms takes away a right you have under the Consumer Protection Act, 2019.

11. Changes to these terms

We may change these terms. The terms that apply to your repair are the ones published on the day you booked it, and the date at the top of this page tells you when this version was published.

12. Governing law and jurisdiction

These terms are governed by the law of India. The courts at Bengaluru, Karnataka have exclusive jurisdiction over any dispute arising out of them.

13. Getting in touch

Write to support@servicemymobile.com or call +91 80 4951 7517. Quote your repair request number if you have one. How we handle the personal details you give us is set out in the privacy policy.