Terms & Conditions – Hardware Repairs

1.1 These Repairs Terms and Conditions (“Repair Terms”) govern all assessment, diagnostic, booking-in, collection, transport, storage, repair, reload, upgrade, testing, quotation, return and related services provided by MacRoots (Pty) Ltd (“MacRoots”, “we”, “us” or “our”) in relation to any device, equipment, component, accessory or related item submitted by or on behalf of a customer (“customer”, “you” or “your”).

1.2 These Repair Terms apply together with MacRoots’ General Terms and Conditions, Privacy Policy, and any applicable quotation, job card, book-in form, service ticket, acceptance email, vendor terms, courier terms, and manufacturer conditions, each as amended from time to time. In the event of a conflict, these Repair Terms shall prevail in relation to repair services, unless MacRoots expressly states otherwise in writing.

1.3 By requesting, authorising or permitting MacRoots to collect, receive, assess, diagnose, book in, store, quote on, repair, reload, test, deliver or return a device, the customer irrevocably agrees to be bound by these Repair Terms.

1.4 MacRoots may amend these Repair Terms from time to time by publishing the updated version on its website. The version published at the time the device is booked in or collected shall apply unless otherwise agreed in writing.

2.1 MacRoots provides repair-related services for IT hardware and associated equipment, including but not limited to collection, booking in, diagnostics, liaison with third-party repair centres, vendors and couriers, quotation administration, parts coordination, testing, reloads, upgrades, and return of devices.

2.2 MacRoots may, in its sole discretion, perform certain services itself and/or engage third-party manufacturers, suppliers, distributors, vendor repair centres, laboratories, couriers, insurers or service providers to perform or assist with any part of the services.

2.3 MacRoots acts as the customer’s administrative and communications point of contact unless expressly agreed otherwise in writing. MacRoots does not guarantee that a device is repairable, economically repairable, vendor-supported, parts-supported or recoverable.

2.4 MacRoots reserves the right to refuse, suspend or discontinue any service where a device is obsolete, uneconomical to repair, unsafe to handle, unsupported by the manufacturer, tampered with, biohazardous, severely damaged, security-locked, non-compliant, unlawfully possessed, or otherwise unsuitable for service.

3.1 The customer must ensure that every book-in form, job card, service ticket, collection instruction, serial number, device description, declared accessories, visible damage and fault description is complete, accurate and up to date before MacRoots accepts the device.

3.2 The customer warrants that they are the lawful owner of the device or are duly authorised by the lawful owner to submit the device and to bind the owner to these Repair Terms.

3.3 The customer warrants that all known faults, prior damage, prior repairs, liquid damage, physical damage, security issues, missing parts, aftermarket parts, third-party upgrades, and special handling considerations have been fully disclosed to MacRoots before or at the time of book-in.

3.4 The customer must provide all passwords, passcodes, administrator credentials, security keys or access reasonably required for diagnostics, testing, reloads, verification, repair completion and quality control, unless otherwise agreed in writing. If access is not provided, MacRoots may be unable to diagnose or verify the device and may still charge applicable fees.

3.5 The customer must disable any activation lock, “Find My” functionality, anti-theft feature, remote management profile, firmware password, encryption barrier, mobile device management restriction, or other security control that may prevent diagnostics, repairs, part pairing, testing, reinstallation or lawful return of the device.

3.6 MacRoots may rely on the information supplied by the customer and shall not be liable for any loss, delay, failed repair, misdiagnosis, additional cost or inability to complete the services resulting from incomplete, inaccurate or misleading information provided by the customer.

4.1 All devices may be subject to an initial assessment or diagnostic process before a quotation can be issued.

4.2 Unless otherwise agreed in writing, any assessment, diagnostic, inspection, labour, collection, delivery, administration, handling or travel fee is non-refundable once incurred.

4.3 Following assessment, MacRoots may issue a quotation to repair, replace, reload, upgrade or otherwise deal with the device. Quotations are valid only for the period stated on the quotation or, if no period is stated, for seven (7) calendar days from date of issue.

4.4 No repair work requiring customer approval will proceed until the quotation is approved in writing, electronically, or by any other manner accepted by MacRoots as proof of approval.

4.5 If the customer rejects a quotation, fails to approve a quotation within its validity period, or fails to provide timeous instructions, MacRoots may close the job, return the device unrepaired at the customer’s cost, require re-booking and re-quotation, or exercise any rights set out in these Repair Terms.

4.6 MacRoots may revise a quotation where additional faults are discovered, where the scope changes, where the manufacturer or vendor changes pricing, where exchange rates fluctuate, where parts availability changes, or where the original diagnosis proves incomplete or inaccurate after further investigation.

5.1 Diagnostic assessments are typically completed within approximately two (2) to five (5) business days, but this remains an estimate only and not a guarantee.

5.2 Where parts are required, nationally sourced parts may take approximately five (5) to seven (7) business days to arrive after approval, while internationally sourced parts may take approximately ten (10) to fifteen (15) business days or longer.

5.3 Once parts are received and the repair commences, repairs typically take approximately three (3) to five (5) business days, followed by quality control that may take up to one (1) business day.

5.4 Any timeframe communicated by MacRoots is an estimate only. MacRoots shall not be liable for any delay, missed deadline, loss of use, business interruption, inconvenience, consequential loss or other damage arising from or connected to any delay, whether foreseeable or not.

5.5 Without limiting the generality of clause 5.4, delays may arise from customer delays, supplier delays, courier delays, strikes, part shortages, parts being dead on arrival, vendor turnaround times, customs clearance, load-shedding, power interruptions, systems failures, security incidents, manufacturer restrictions, force majeure events, further faults being discovered, or any matter outside MacRoots’ reasonable control.

6.1 The customer shall pay all assessment, diagnostic, collection, delivery, travel, storage, administration, handling, courier, parts, labour, software, licensing, backup, data transfer, repair and related charges levied by MacRoots in connection with the services.

6.2 Customers without a credit account shall pay all amounts required by MacRoots upfront, in full and cleared funds, before collection, diagnostics, procurement, repair, release or return of the device, as the case may be.

6.3 Customers with an approved account must pay in accordance with their agreed account terms, without deduction, set-off, withholding or counterclaim.

6.4 Pricing on hardware, parts, components, freight, taxes and repair-related items may change due to exchange rate fluctuations, supplier increases, stock availability and external factors. MacRoots may amend pricing accordingly before final approval or invoicing where the circumstances justify it.

6.5 MacRoots may withhold release, return or delivery of the device until all amounts due to MacRoots in respect of that device and/or any other amount lawfully owing to MacRoots by the customer have been paid in full.

6.6 Additional charges may apply for re-booking, expired quotations, cancelled collections, repeated site visits, special handling, storage, out-of-scope work, after-hours work, upliftment, delivery attempts, return freight, third-party charges and any work arising from inaccurate customer instructions.

7.1 The customer remains solely responsible for creating and verifying a complete backup of all data, software, applications, licences, passwords, profiles, settings and content on the device before the device is collected, delivered or booked in.

7.2 The customer acknowledges that diagnostics, repairs, software reinstallation, firmware updates, hardware replacement, board work, security procedures, vendor handling, testing and part pairing may result in data loss, data corruption, reformatting, factory reset, software incompatibility, settings changes or permanent loss of customer content.

7.3 To the fullest extent permitted by law, MacRoots shall not be liable for any loss, corruption, disclosure, compromise, destruction, inaccessibility or recovery failure of any data, software, application, licence, password, setting or content, regardless of cause.

7.4 Any backup, restore, migration or data transfer service provided by MacRoots shall be subject to separate quotation and acceptance and is performed on a reasonable-efforts basis only. MacRoots does not warrant or guarantee that any data can or will be preserved, recovered, copied, restored or transferred successfully.

7.5 Software-related issues are not covered by any hardware repair process or vendor hardware warranty unless expressly stated otherwise in writing and may be charged for separately.

8.1 The device, together with all accessories, data, peripherals and any other item submitted to or handled by MacRoots, remains at the sole risk of the customer at all times, including during collection, transit, loading, unloading, storage, assessment, diagnostics, vendor handling, third-party handling, testing, repair, quality control, return delivery and collection by the customer.

8.2 The customer is solely responsible for maintaining adequate insurance cover, at its own cost, for the full replacement value of the device and all associated risks, including but not limited to theft, hijacking, burglary, robbery, accidental damage, malicious damage, fire, flood, liquid damage, electrical damage, power surge, load-shedding-related incident, courier loss, breakage and any other insurable or uninsured risk.

8.3 MacRoots does not provide automatic insurance cover for any customer device or related item while in MacRoots’ possession, in transit, in storage, at any vendor or repair facility, or with any courier or third party.

8.4 The customer waives and abandons any claim against MacRoots for loss of or damage to the device or any related item, except to the extent that such waiver is prohibited by applicable law.

8.5 MacRoots may store devices at its own premises or at third-party facilities, logistics depots, repair centres, laboratories, vendor facilities, courier warehouses or such other locations as MacRoots considers appropriate for operational purposes.

9.1 To the fullest extent permitted by applicable law, MacRoots shall not be liable, whether in contract, delict (including negligence), breach of statutory duty or otherwise, for any indirect, incidental, special, consequential or punitive loss or damage of any nature whatsoever.

9.2 Without limiting clause 9.1, MacRoots shall not be liable for loss of profits, loss of business, loss of turnover, loss of contracts, loss of time, loss of production, loss of use, loss of anticipated savings, reputational damage, goodwill loss, management time, transport costs, accommodation costs, substitute device costs, business interruption, data loss, software loss, security loss, or any similar economic or consequential loss arising from or connected with the services or the device.

9.3 To the fullest extent permitted by law, MacRoots shall not be liable for any theft, burglary, hijacking, robbery, disappearance, accidental damage, malicious damage, water damage, fire, flood, storm, power event, load-shedding-related incident, courier incident, transport incident, supplier incident, third-party act or omission, force majeure event, hidden defect, latent defect, deterioration, corrosion, or any other loss of or damage to the device or customer property while the device is in transit to, from or at MacRoots, with a third-party repair centre, vendor, supplier, courier, subcontractor or other service provider.

9.4 MacRoots shall not be liable for any pre-existing damage, undisclosed damage, latent defect, internal failure, progressive failure, hidden corrosion, liquid ingress, prior poor workmanship, unauthorised repair attempt, non-OEM part, unsupported modification, tampering, software instability or any additional damage or fault discovered during inspection, disassembly, diagnostics, testing or repair.

9.5 MacRoots does not warrant that any diagnosis is exhaustive, that any repair will be successful, that all faults will be identified, that parts will remain available, that a device will be economical to repair, or that a repaired device will not develop the same or additional faults in future.

9.6 Where repair services are performed or facilitated in relation to a device, MacRoots’ total aggregate liability to the customer for all claims arising from or connected with that device and the services shall, to the fullest extent permitted by law, not exceed the lesser of (a) the amount actually paid by the customer to MacRoots for the specific service that directly gave rise to the claim, or (b) the reasonable cost of re-performing such specific service, as determined by MacRoots in its discretion.

9.7 The customer indemnifies and holds MacRoots harmless against any loss, damage, liability, claim, cost or expense (including legal costs on the attorney-and-client scale, where permissible) arising from inaccurate information supplied by the customer, lack of authority, unlawful possession of the device, infringement of third-party rights, customer breach of these Repair Terms, or any third-party claim relating to ownership or content of the device, except to the extent prohibited by law.

10.1 The customer acknowledges that MacRoots may utilise third-party manufacturers, authorised repair centres, wholesalers, distributors, software providers, couriers or other service providers in the performance of the services.

10.2 MacRoots does not control the acts or omissions of third parties and, to the fullest extent permitted by law, shall not be liable for any act, omission, delay, loss, damage, failure, error, misdiagnosis, workmanship issue, part unavailability, transport issue, quality issue, warranty decision or refusal by any third party.

10.3 Any manufacturer, vendor or third-party warranty is subject solely to the terms, processes, exclusions and decisions of that third party. MacRoots gives no independent warranty in respect thereof and does not guarantee that any warranty claim will be honoured.

10.4 Where a third party requires further testing, re-booking, additional information, proof of purchase, credentials, or manufacturer compliance steps, the customer shall provide all required cooperation promptly, failing which delays and additional costs may arise.

11.1 Unless MacRoots expressly states otherwise in writing, MacRoots does not provide its own warranty on repair services, replaced parts, diagnostics, reloads, upgrades, assessments or outcomes.

11.2 If a manufacturer, supplier or authorised repair centre offers a warranty in relation to a part or repair, such warranty shall be limited strictly to the terms offered by that third party and shall not extend to software, data, incidental damage, customer misuse, accidental damage, unauthorised alterations, liquid damage, physical damage, power events or any other excluded cause.

11.3 Post-repair issues, recurring faults or new faults may arise after collection or use of the device and do not of themselves establish negligence, breach, faulty workmanship or liability on the part of MacRoots.

11.4 Any complaint regarding an alleged post-repair issue must be reported to MacRoots promptly and the device must be returned for inspection in the same condition, subject to fair wear and tear, before any determination can be made. MacRoots may charge an assessment fee where the complaint falls outside any applicable third-party warranty or reveals unrelated issues.

12.1 If a quotation is rejected or the customer elects not to proceed, MacRoots may require the customer to collect the device promptly and may charge all assessment, collection, delivery, storage, administration and related fees incurred.

12.2 The customer must collect the device, or arrange authorised collection, promptly after written or verbal notification that the device is ready for collection, irreparable, uneconomical to repair, or will not be proceeded with.

12.3 If a device is not collected within twenty-one (21) calendar days after MacRoots gives notice that it is ready for collection, or that the quotation has been rejected, expired or not proceeded with, MacRoots may, after giving any further notice it considers appropriate, store the device at the customer’s cost, recycle, dispose of, dismantle, return to supplier, or otherwise deal with the device in its discretion, subject to applicable law.

12.4 MacRoots shall not be liable for any loss or damage arising from the disposal, recycling, dismantling, scrapping or third-party handling of an uncollected device in accordance with these Repair Terms and applicable law.

12.5 Any proceeds recovered by MacRoots from the disposal of an uncollected device may first be applied towards amounts owing by the customer to MacRoots, including costs of storage, administration, disposal and recovery.

13.1 Once a quotation has been approved, parts ordered, vendor instructions issued, courier processes initiated, or work commenced, the customer may not cancel without MacRoots’ written consent and remains liable for all costs and commitments incurred up to the date of cancellation, together with any reasonable cancellation charge permitted by law.

13.2 MacRoots may cancel or suspend the services at any time where the customer breaches these Repair Terms, fails to make payment, fails to provide required information, refuses to cooperate, or where continued performance becomes impracticable, unsafe, unlawful or commercially unreasonable.

13.3 If a device is returned unrepaired or partially repaired for any reason, the customer remains liable for all assessment, collection, delivery, handling, transport, administration and third-party charges already incurred.

14.1 Personal information and any device-related information processed by MacRoots shall be handled in accordance with MacRoots’ Privacy Policy and applicable South African data protection legislation.

14.2 The customer acknowledges that MacRoots staff and authorised service providers may need limited access to the device, files, system settings, accounts or related information for the purpose of diagnostics, testing, repair administration, communication and lawful service delivery.

14.3 The customer must remove or separately secure any confidential, privileged, regulated, unlawful, sensitive or highly personal content before submitting the device, unless doing so would prevent the requested service from being performed. MacRoots shall not be liable for any access reasonably required to perform the services.

15.1 These Repair Terms shall be governed by and interpreted in accordance with the laws of the Republic of South Africa.

15.2 Subject to any right that cannot lawfully be excluded, the customer and MacRoots consent to the jurisdiction of the courts of South Africa in respect of any dispute arising from or connected with these Repair Terms or the services.

15.3 If any provision of these Repair Terms is found to be invalid, unlawful or unenforceable, that provision shall, to the extent necessary, be severed and the remaining provisions shall remain in full force and effect.

15.4 No relaxation, extension of time, indulgence or failure by MacRoots to enforce any right shall operate as a waiver of that right.

15.5 These Repair Terms record the entire agreement between MacRoots and the customer relating to the subject matter of repair services, save for any written quotation, approved account terms or other written document expressly incorporated herein.

15.6 Nothing in these Repair Terms is intended to exclude or limit any liability that cannot lawfully be excluded or limited under applicable law, including any liability arising from gross negligence or wilful misconduct to the extent that such exclusion is prohibited.

16.1 For queries relating to repairs, quotations, collections, approvals or these Repair Terms, customers may contact MacRoots via [email protected].