Terms & Conditions 

Customer – the person or entity requesting Services from us, including both Consumers and Business Customers.
Consumer – An individual acting for purposes wholly or mainly outside their trade or profession. 
Unit – Any professional audio equipment or related item submitted to us. 
Services – Inspection, diagnosis, repair, parts replacement, testing, servicing and related work. 
Quotation – A written estimate for repair. 
Manufacturer Warranty Repair – A repair carried out on behalf of a manufacturer under their warranty scheme. 
Non-Warranty Repair – A repair chargeable to the Customer. 

A contract for Services is formed when we accept the Unit for inspection and confirm that Services will be carried out. This may occur when we issue an RMA, accept delivery of the Unit, or otherwise confirm acceptance of the Unit for inspection or repair.

Acceptance may occur when:
– you authorise us to proceed with repair;
– you accept a Quotation; or
– we confirm acceptance of a Unit submitted for diagnostic inspection.

These Terms apply to the exclusion of any other terms unless agreed in writing. 

3.1 Investigation Fee 

All Units are subject to a mandatory Investigation Fee of £40 + VAT per Unit. 
This covers diagnostic inspection and preparation of a repair quotation. 
The Investigation Fee forms part of the total labour charge where a repair proceeds.

3.2 When It Applies  

– If you approve the Quotation, the Investigation Fee is absorbed into the final labour charge.  
– If you decline the Quotation, if the Unit is beyond economical repair, or if we are unable to complete the repair, payment of the Investigation Fee will be required prior to return shipment or collection of the Unit. 
– Where a quotation is declined, the Customer remains responsible for the Investigation Fee and any applicable return carriage. 

3.3 Minimum Labour Charge

 Our minimum labour charge for chargeable repairs is £79 + VAT per Unit, excluding parts and carriage.  

3.4 Additional Work 

If additional faults are discovered, we will seek approval before carrying out further chargeable work. Units showing evidence of liquid ingress, corrosion, severe contamination or previous unsuccessful repair attempts may require additional diagnostic time and labour.

3.5 No Fault Found / Intermittent Faults
  
If a reported fault cannot be replicated under reasonable testing, the Investigation Fee remains due and payable. Further fault-finding beyond the initial inspection will be chargeable with approval.  

3.6 Quotation Validity
 
Quotations are valid for 14 days unless stated otherwise.

– Payment is due in full before release of the Unit (unless approved account terms apply). 
– Title to replacement parts remains with us until paid in full. 
– For Business Customers, we reserve the right to charge statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998. 

5.1 Delivery to Us

If you arrange shipment, risk remains with you until delivered and signed for at our premises. You are responsible for adequate packaging and insurance.

5.2 Return Shipment

If we arrange return shipment:  
– Transit is subject to the carrier’s terms and conditions;    
– Any compensation for transit loss/damage is limited to what is recoverable from the carrier;  
– You must inspect promptly and report transit damage as soon as reasonably possible (ideally within 24 hours).  

We are not liable for damage arising from inadequate packaging provided by the Customer. We shall not be liable for carrier delays, loss or damage beyond any compensation recoverable from the carrier. Risk in the Unit passes to the Customer upon dispatch from our premises where we arrange shipment. 

5.3 RMA Requirement

Units must not be delivered or shipped to us without a valid Return Merchandise Authorisation (RMA) number issued by us. 
Any Unit received without an RMA may be refused, returned at the sender’s cost, or may experience delays in being booked into our service queue

5.4 Packaging Requirements

Customers sending Units to us must ensure equipment is securely packaged for transit. Where possible, original manufacturer packaging should be used. 

Flight cases are generally not suitable for courier transport. If a Unit arrives in packaging we consider unsuitable or unsafe for return shipping, we will repackage the Unit using appropriate materials and charge for packaging and labour. 

Repair and diagnostic timeframes are estimates only.

Delays may occur due to:  
– Fault complexity    
– Parts availability  
– Manufacturer response times  
– Supply chain issues

Force Majeure / Events Outside Our Control

We shall not be liable for delay or failure to perform Services due to events outside our reasonable control including but not limited to supply chain disruption, manufacturer delays, transport disruption, labour disputes, power outages, or acts of God. 

Replacement parts for discontinued or older Units may not be available 

7.1 Coverage

We provide a 90-day warranty on labour and parts supplied and fitted by us.  
The warranty runs from the date we notify you that the Unit is ready for collection or ready to be dispatched.  
It covers recurrence of the same fault previously repaired by us. 

7.2 What We Will Do

If the same fault reoccurs within 90 days and is attributable to our workmanship or a part supplied by us, we will, at our option, re-repair the Unit or replace the defective component at no additional labour cost.

7.3 Exclusions

The warranty does not cover:  
– Unrelated faults 
– Consumables (e.g., valves/tubes, loudspeakers, fuses) unless defective  
– Misuse, overloading, overheating, incorrect impedance  
– Power surges or unstable mains supply  
– Liquid ingress or environmental damage  
– Tampering or third-party repair after return  
– Pre-existing undisclosed faults 
– Normal wear and tear resulting from continued use of the equipment. 

7.4 High-Stress Components

High-stress components such as amplifier output stages, valves, loudspeakers and power sections are subject to inherent operational stress. The warranty covers defects in parts supplied and fitted by us but does not cover failure caused by misuse, operational overload, or improper installation or ventilation.

Where we act as an authorised warranty repairer:  

– Repairs are carried out in accordance with the manufacturer’s specifications.  
– Manufacturer terms apply to parts and labour.  
– Where a Unit is found not to qualify under manufacturer warranty, we will issue a chargeable Quotation.

As part of our standard workshop process, we may carry out a reasonable external cleaning of Units unless you request otherwise.  

This may include removal of surface dirt, residue and visible soiling to ensure:  
– A safe and hygienic working environment; and  
– That equipment is returned in a clean and professionally presented condition.  

We take pride in the quality of our workmanship and aim, where reasonably possible, to return equipment in a condition that reflects the care and attention given during repair.  

Heavily contaminated Units may incur a reasonable cleaning charge or be declined for health and safety reasons.  We may photograph Units before, during or after inspection or repair for the purposes of documenting condition on arrival, recording faults, maintaining service records, or supporting warranty, insurance or dispute enquiries

During inspection, diagnosis or repair it may be necessary to reset, update or replace firmware, memory components or internal settings. 

We are not responsible for the loss of stored data, presets, configurations or user settings contained within the Unit. Customers are responsible for ensuring that any important data or settings are backed up prior to submitting equipment for service where possible.

We will notify you when your Unit is ready for collection or dispatch. 

If the Unit is not collected or return shipping arranged within 14 days, a storage fee of £15 per week + VAT will apply thereafter. Storage charges must be paid before the Unit will be released. 

If the Unit remains uncollected for 28 days, we may issue formal written notice requiring collection within a further reasonable period. 

If the Unit remains uncollected after such notice, we may sell, recycle or otherwise dispose of the Unit in accordance with the Torts (Interference with Goods) Act 1977 in order to recover outstanding charges, including investigation fees, repair costs and storage fees. 

Any proceeds of sale will first be applied to outstanding charges and reasonable costs of sale. Any remaining surplus will be returned to you. 

Where the Unit has no reasonable resale value or where the cost of sale would exceed the likely sale proceeds, we reserve the right to recycle or otherwise dispose of the Unit without sale. 

We retain a lien over the Unit until all outstanding charges including investigation fees, repair charges, storage fees and carriage costs are paid in full.  

Where spare parts or components are supplied to Customers without installation by us, we provide no warranty in relation to the installation, compatibility, or suitability of the part once fitted. 

Customers are responsible for ensuring that parts are correctly specified, installed and used in accordance with manufacturer guidelines and appropriate technical standards. 

Our 90-day repair warranty applies only to parts supplied and fitted by us as part of a repair service. 

Except where required by law, we shall not be liable for damage, malfunction, or loss arising from incorrect installation, modification, misuse, or faults elsewhere within the equipment. 

We accept no liability for damage caused to equipment during or after installation of parts supplied without installation by us. 

13.1 Non-Excludable Liability

Nothing excludes liability for:
– Death or personal injury caused by negligence  
– Fraud or fraudulent misrepresentation 
– Any liability which cannot lawfully be excluded  

13.2 Duty of Care

We will take reasonable care of Units while in our possession.  We will perform the Services using reasonable skill and care. 

We are not liable for:
– Pre-existing faults or damage  
– Age-related deterioration 
– Minor cosmetic marks consistent with reasonable workshop handling, including removal of fasteners or opening of enclosures required to carry out repair
– Wear and tear  

Electronic equipment may contain intermittent, unstable or age-related faults that are not immediately apparent. The behaviour or condition of equipment may change during transport, handling, inspection, testing or repair, and faults may develop or become apparent that were not previously observable. Due to the age and complexity of electronic equipment, repair of one fault does not guarantee that other unrelated faults will not subsequently occur, particularly in older or heavily used equipment. 

13.3 Loss of Earnings

We are not liable for:  
– Loss of profit
– Loss of business 
– Missed events or bookings
– Hire or replacement equipment costs
– Any indirect, consequential or economic losses. 

13.4 Financial Limitation

Consumers

Where we are liable for damage caused by our negligence, liability is limited to the lower of the reasonable repair cost or the fair market value of the Unit immediately prior to the loss. 

Business Customers

For Business Customers, our total aggregate liability shall not exceed the lowest of:  
– The total fees paid for the Services;
– The fair market value of the Unit immediately prior to loss or damage; or 
– £3,000. 

Customers are responsible for ensuring their Units are adequately insured while in transit and while off their premises, particularly where equipment value exceeds standard carrier limits. We recommend specialist cover for high-value equipment and photographing the Unit prior to delivery.  

We reserve the right to refuse service where repair is unsafe, uneconomical, outside our scope of expertise, or where abusive or unacceptable behaviour occurs. 

In some cases Customers may request inspection or repair of equipment that falls outside our normal scope of service, including but not limited to: 
– Equipment for which manufacturer documentation, firmware, schematics or spare parts are unavailable 
– Obsolete, discontinued or unsupported equipment 
– Equipment that has been modified or previously repaired by third parties 
– Equipment requiring experimental or non-standard repair methods 

Where we agree to inspect or attempt repair of such equipment at the Customer’s request, the Customer acknowledges that: 
– No guarantee is given that the Unit can be repaired or restored to full working condition; 
– inspection or repair may reveal additional faults or underlying failures not previously apparent; 
– Equipment may contain intermittent or unstable faults which may change during transport, testing, or repair. 
– In some cases a Unit that was partially functional on arrival may cease to operate during inspection, diagnosis or attempted repair due to the nature of the fault or the condition of the equipment; 
– The risk of uneconomical or unsuccessful repair is accepted by the Customer. 
– Diagnostic and labour charges remain payable even where repair is unsuccessful.
Except where caused by our negligence, we shall not be liable if the Unit cannot be repaired, is deemed uneconomical to repair, or remains partially functional or non-functional following inspection or attempted repair. 

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the English courts.  
If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect. 

These Terms constitute the entire agreement between the parties in relation to the Services and supersede any prior representations, discussions or agreements.