Repair Centre T&Cs.

Repairs and Maintenance Terms and Conditions

VantageUAV Limited (t/a Vantage UAV & Vantage Repairs and Maintenance)

Issue 1.0

Updated 03.05.24

1.   Free Estimate / Quotation

We offer a free estimate online, if possible, based on the information you have provided. Please note that this is an estimation only. The cost to repair the item may be higher than the estimated price (for example, if the information provided was inaccurate or if your product has other faults). On these occasions, you will be contacted via email or phone to authorise a new repair quotation.

If we cannot give a free estimate and request the device for diagnosis, we will provide an exact quote once received and diagnosed. We charge a service charge of £30 for all diagnosis, plus £7.90 for 24-hour tracked delivery back to the customer if the quote is not accepted.

2.   No Fix No Fee Policy / Service Charge

2.1  All items received for diagnostic or repair carry a “Service Charge” as defined below to cover the engineer’s time or any parts used in the attempt to diagnose or repair the items. The service charge will become due only when:

–     The item is “Beyond Economical Repair” (i.e. it would be cheaper to replace the item than fix it)

–     The item is found not to be genuine “Counterfeit”, and parts are not available.

–     If the device has been diagnosed and the repair request has been cancelled before the repair process has started.

–     We provide a new quotation, partial repair or diagnostic and it has been rejected.

At our discretion, we may waive any Invoice if you permit us to recycle the item.

2.2  Service Charge:

£45 – Drone/UAV

£60 – Autel Service Charge

£X - Other

2.3  If no fault is found, or we are unable to fix the item, we will return the Equipment to you as is and the service charge plus shipping applies.

3.   Diagnostics / Partial Repairs

The Diagnostic is quoted and charged separately if the cause for the fault is unclear and the cost would not be covered by the service charge due to the length of time required to complete a diagnostic on a particular item.

A Partial Repair is a promise to perform a repair on a certain part (e.g. power supply) of the device, which can be necessary to diagnose a device fully. However, we cannot guarantee a full repair of the device after the partial repair has been completed. Partial Repairs and Diagnostics are non-refundable and will be billed separately.

4.   Turnaround Time

Initial Diagnosis: We aim to initiate the standard diagnostic process within 3-5 working days and the priority within 1 working day after receiving an item; however, completion times can vary based on the specific fault.

Parts Availability: Timely completion of repairs is contingent on the availability of required parts. If parts are specially ordered, they generally arrive within 5-10 working days, although this can extend to four weeks in some cases.

Busy Periods: Be aware that during high-volume or peak periods, the completion of repairs may experience delays. Quality assurance remains our top priority.

No Guaranteed Turnaround: The start of diagnostics is expected within the specified timeframes, but completion times for repairs are not guaranteed due to the variable nature of faults, parts availability, and workload.

5.   Priority Repair

The priority repair will let you skip the queue of standard repairs, and express shipping applies.

We aim to diagnose and process priority repairs within 1-2 working days from the date they arrive.

However, we cannot guarantee any stock or turnaround times, and the process will take longer if we need to order parts for your repair.

It usually takes 5-10 working days for parts to arrive, but it can take up to four weeks, depending on the manufacturer.

The priority repair option is subject to a fee of £30 to the total cost of your repair request.

Please also note that if the item is NFF (no fault found), BER (beyond economical repair), or you refuse a quote, the fee of £30 is due in addition to the service charge and the return postage cost.

6.   Returns

The customer is responsible for all return shipping costs. This fee will be discussed with the customer prior to sending, and then added to the customer's invoice for payment.

All orders are usually dispatched within one working day after we received payment in full to the Invoice shipping address. We do not take responsibility for delays due to the courier.

Vantage Repairs & Maintenance are not responsible for the loss of any parcel, this must be discussed with the courier directly.

7.   Parts Used / Waterproofing

We always use original parts provided by the manufacturer if possible. However, we use high-quality OEM parts if the original parts are not available or do not fit our price structure. We cannot guarantee that devices are waterproof after the repair of devices being initially waterproof.

8.   Installation of Consumer Supplied Parts

The installation of consumer-supplied parts is offered. However, we cannot guarantee or take liability for the fit and functionality of the said part. Therefore, we refuse warranty service for products repaired with consumer-supplied parts.

9.   Unpaid Invoices

We may hold your Equipment until all charges payable are paid.

Your equipment will be held for a maximum of 30 days after we have issued a proforma Invoice. We will make reasonable attempts to contact you by phone and email a minimum of 3 times. If no payment has been received within 30 days, your equipment will be recycled accordingly.

10.  Liquid Damage Repairs

Liquid damage repairs can be very temperamental and are carried out on a “best endeavours” basis. On occasions, the original fault can reappear after the item is repaired, and sometimes the defects can even get worse after a period of time.

11.  Accessories

Please do not send any accessories in with your repairs unless we have specifically requested them (e.g. for a power problem, we may require the charger or power supply). We cannot be held responsible for any loss or damage to accessories while in our possession (SIM cards, memory cards, chargers, boxes, cases, cables, mounts, etc.). On occasions, we may ask for certain accessories to be sent in after our initial diagnosis for further testing as they may be related to the fault.

12.  User data and Information

We will do our utmost to retain any data on your item; however, we cannot be held responsible for lost data, including; Ringtones Photos & videos Contacts Saved game data (for Consoles), Favourites locations (for Sat Navs), Music (e.g. MP3), please ensure that you back up your item before sending it to us.

13.  Payments

Once the diagnostics have been carried out, you (the customer) will be sent a quote in writing. Once the quote has been agreed, payment is taken in full upfront for all non-warranty covered items before the work commences. We accept bank transfer or card payment over the phone via Visa, MasterCard, Switch, Maestro, Solo, Visa Debit.

Please contact us on 0330 043 7843 for banking information or to make a payment.

14.  Cancellation

Under the guidelines of Distance Selling Regulations, you are granted the right to cancel your repair contract at any stage, unless the repair process has already commenced. Should you wish to do so, kindly submit a support ticket or dial our customer service hotline at 0330 043 7843, providing your relevant details. Please note, if you choose to cancel your repair, we cannot cover any postage/delivery costs you have incurred while sending the device to us.

14.1      In the event that the diagnostic process has been concluded but the actual repair has not been initiated, you’ll be responsible for the diagnostic fee as detailed in clause 3.2 of our terms and conditions, along with the return postage fee specified in clause 3.6.

14.2      If the repair is completed before the cancellation, the full cost of repair is due. In cases where the repair was only partially finished at the time of cancellation, charges will only apply for the repair work that was actually completed.

14.3      If you opt to cancel your repair prior to the start of any work, the only applicable fee will be the return postage cost as per clause 3.6 of our terms and conditions.

15.  Repair Warranty

 Repairs on non-warranty covered items carry a limited 3-month warranty for replaced parts and labour excluding the following:

(a) liquid damage repair

(b) mainboard and PCB board repairs

(c) repairs with consumer supplied parts

(d) jack/plug replacements

(e) non-genuine Products

 In the unlikely event your item becomes faulty within the warranty period, please request a Warranty Return to receive a free returns label.

 We will investigate and respond within 3 working days. If the problem is related to the initial repair, we will carry out a further repair free of charge and return it at no cost. Has the item issues not related to the original repair, we will quote and contact you.

 We will attempt a re-repair on your device TWICE after the initial repair. Should the item be still faulty, we will issue a refund (minus the service charge, postage, and any Express fee). Please note that we will need to see the item and make sure it is faulty before issuing a refund.

 If the item we are repairing is covered by the manufacturer’s warranty, please refer to the manufacturer’s terms and conditions.

16.  Warranty Limitations

 Warranty service or Returned Merchandise Authorisation under this limited warranty will be honoured only if claims are made and the faulty product has been returned within the warranty period.

 Vantage Repairs & Maintenance offers no warranty, either explicitly expressed or implicitly implied, for any pre-installed software, its quality, performance, functionality, or compatibility for a particular purpose. Nor does Vantage Repairs & Maintenance warrant that the functions contained in the software will meet specific requirements or that the operation of the software will be uninterrupted or error-free. Thus, the software is restored or installed "as is” unless otherwise explicitly stated in writing.

 Vantage Repairs & Maintenance reserves the rights to refuse warranty service of products under disputable conditions. Vantage Repairs & Maintenance also holds the rights to declare final decision whether products are within warranty conditions.

The following actions and damages will result in voiding the limited warranty:

 (a) Damage caused by the act of nature, such as fire, flood, wind, earthquake, lightning, etc.

(b) Damage or incompatibility caused by failure to perform a proper installation or to provide an appropriate operational environment for the product, including but not limited to unstable wired/ wireless network connection and phone lines, bad grounding, external electromagnetic fields, direct sunlight, high humidity, and vibration.

(c) Damage caused by impact with other objects, dropping, falls, spilt liquids, or submersion in liquids.

(d) Damage caused by unauthorised repair or disassembling of the product

(e) Damage caused by any other abuse, misuse, mishandling, or misapplication

(f) Damage caused by third-party peripherals (including but not limited to visible damages on the motherboard or other electronic parts of the product such as burn spots after electric discharge, melting, fusing, splitting, etc.)

(g) Any errors caused by software incompatibilities and viruses as well as unauthorised modification of built-in software (including BIOS).

(h) Deterioration due to normal circumstances, including the enclosures, diskette, manuals, and battery packs.

(i) The serial number of the product (or serial number stickers of its parts) has been modified, removed, blurred or damaged.

(j) Cracks/Physical damage and scratches on LCD or materials as well as other defects caused by transportation, handling or customer abuse.

(k) The availability of two (2) or fewer pixel defects on the display of the device, which is not considered to be a warranty failure according to the manufacturer’s policy.

(l) The effects of so-called “image sticking” and faults in brightness on LCD panels caused by fixed pattern pictures displayed for an extended period (longer than one day).

17.  Limitation of Liability

The customer agrees not to hold Vantage Repairs & Maintenance responsible for any loss of data or damage the device may have developed in the process of a repair, upgrade, transportation and/or any other services carried out. It is the customer’s responsibility to back up data before submitting a device.

18.  Complaints

We have many satisfied customers, and our complaint resolution system helps us to ensure that our customers are satisfied, even when things go wrong. If you have a complaint, please create a ticket below. Upon receipt of your complaint, we will investigate to see what went wrong so that we can resolve it to your satisfaction and avoid re-occurrence in the future.

We undertake to:

Acknowledge your complaints within five working days.

Advise you how long it will take to resolve the complaint.

Keep you informed throughout the process.

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Terms And Conditions Of Warranty Repairs

19.  Agreement for repair

(a) The terms set out in these Conditions of Repair (“Agreement”) shall apply to the service we provide to repair your mobile telephone and/or any accessories listed overleaf (“Accessories”) on the service questionnaire form.

(b) Reference to “us”, “we”, and “our” refer to Vantage Repairs & Maintenance and references to “you” and “your” are references to you, the person addressed on this form.

20.  All repairs (unless otherwise stated)

(a) This Agreement shall commence from the date you sign the service questionnaire and shall continue until we have repaired or otherwise returned your Equipment(“Services”), whichever is sooner, and received any payment due from you.

(b) We shall make all reasonable efforts to repair your Equipment subject to the availability of any parts required and/or the terms of any relevant guarantee or warranty. We shall perform the Services using our reasonable care and skill.

(c) Any time estimate for completion of the Service which may be given to you is an estimate only and does not form any obligation under the terms of this Agreement.

(d) Items will be held for a maximum of 30 days after they are either repaired, deemed BER, or requiring a requote. We will make reasonable attempts to contact you by phone or email a minimum of 3 times. If you have not made payment within 30 days, the item will be auctioned to recover our costs.

(e) If we are unable to complete the Service for any reason, or the Service will incur further costs payable by you, we will notify you immediately.

(f) We may, in certain circumstances, send your Equipment to another repair centre and sub-contract the repair work to a third party.

(g) All charges will be subject to VAT and any other government taxes or duties as applicable.

(h) The Collection and the return shipping of the device for free; however, postage covers the UK only. We can send repairs worldwide – but prices vary. Please contact us for a price before sending in a repair.

21.  Additional terms of warranty repairs

(a) Where repair is to be carried out under a relevant guarantee or warranty, we may ask you to provide sufficient proof of any guarantee or warranty.

(b) If your Equipment is beyond economical repair, we may, at our absolute discretion, replace your Equipment with a suitable equivalent rather than carry out repair works.

(c) If the nature of the repair falls outside the terms of your warranty or guarantee, “Terms And Conditions Of Repair And Servicing” apply, and you may incur a charge for the repair under the terms as set in clause 3.2.

(d) If you provide misinformation to Vantage Repairs & Maintenance regarding the age of your device or purchase details, resulting in an expired warranty, we charge an £8.10 diagnostic fee plus shipping as in 3.5.

(e) If the item is an Autel product covered by their warranty, please refer to the Autel Robotics Care scheme: https://shop.autelrobotics.com/pages/care-index

22.  Additional terms for chargeable repairs

(a) If the repair to your Equipment is not covered by a guarantee or warranty or the nature of the repair is beyond any terms of your guarantee or warranty, offer you an Out-of-Warranty Repair and Terms And Conditions Of Repair And Servicing apply.

(b) If the cost of repair may not fall within our standard charges where we do not generally support the Equipment, Equipment repairs are sub-contracted, or the nature of the repair is not within our standard rates of repair. In this event, we will provide you with an estimate of the cost of repair, and we will not repair the Equipment until we have received your acceptance of that estimate.

(c) We will return your Equipment to you as is, and a service charge as in 3.2 (b) applies plus shipping as in 3.5 if no fault is found.

(d) We may keep your Equipment until all charges payable paid.

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23.  Liability

23.1 Our entire liability in respect of any single cause of action arising out of or in connection with this Agreement or its subject matter (whether for breach of contract, tort, including negligence, statute or otherwise at all) shall be limited to the extent that the cause of action related to our supply of the Services, at our option to:

(1) supplying the Services again;

(2) payment of the cost of having the Services supplied again; or

(3) repay the amount which paid in respect of the Services.

23.2 If, through our negligence or wilful misconduct, we damage the Equipment beyond economical repair, our liability will be limited to the cost of providing are placement with a product that is the same as or similar to the Equipment.

23.3 Any data or information that you may have stored on the Equipment shall remain your sole responsibility, and we accept no liability for loss or corruption of such data howsoever caused. It is your responsibility to keep a record of any such data.

23.4 Nothing in this clause five shall apply to limit or exclude our liability for:

(1) death or personal injury resulting from our negligence;

(2) breach of any terms implied by statute;

(3) any claim arising under the Consumer Protection Act 2007; or

(4) fraudulent misrepresentation.

 23.5 In no circumstance shall we be liable to you for any indirect, special or consequential loss arising out of or in connection with this Agreement, including any loss of business, revenue, profits, anticipated savings, goodwill or any other indirect or consequential loss or damage howsoever arising.

23.6 Except as expressly provided in this Agreement, all representations, conditions, and warranties, whether express or implied (by statute or otherwise), are excluded to the fullest extent permitted by law.

23.7 We shall not be liable for any claim arising under this Agreement unless you give us written notice of the claim within three (3) months of becoming aware of the circumstances giving rise to the claim or, if earlier, three (3) months from the time you ought reasonably to have become aware of such circumstances.

24.  Data Protection

We ask for your name and address and the other details set out overleaf (“Personal Information”) so that we can notify you when your Equipment has been repaired and so we can give you an efficient after-sales service. We may also send you text messages from time to time to alert you to new services that we may provide. By signing the questionnaire and using these Services, you consent to our use of your Personal Information as described. If you do not wish to receive text messages at any time, you should contact us in writing.

25.  General

25.1 We shall not be liable to you for any delay in or failure of performance of our obligations under this Agreement arising from any reason beyond our reasonable control.

25.2 Our failure to exercise or enforce our rights or the giving of any forbearance, delay or indulgence, will not be construed as a waiver of such rights under this Agreement or otherwise.

25.3 This Agreement sets out the entire agreement and understanding between you and us in connection with its subject matter. Nothing in this Agreement shall affect our liability in respect of any misrepresentation, warranty or condition that is made fraudulently.

25.4 This Agreement may not be amended, modified, varied or supplemented except inwriting signed by or on behalf of you and us.

25.5 If any part of this Agreement is found to be void or unenforceable, it will be severed from the rest of this Agreement so that it is effective to the extent that shall not affect the validity of the balance of the Agreement, which shall remain valid and enforceable according to its terms.

25.6 Nothing in this Agreement shall confer on any third party any benefits under the provisions of the Contracts (Rights of Third Parties) Act 2001.

26.  Shipping

Vantage Repairs & Maintenance will not take responsibility for lost or damaged goods.

All items sent to or from Vantage Repairs & Maintenance are made according to a shipment contract.

Before Vantage Repairs & Maintenance receiving such items, the risk of loss and title for such items remains with the customer, which means that the risk of loss and title for such items passes to us upon delivery from the carrier. As such, Vantage Repairs & Maintenance recommends that when sending items to us, you use insured and/or traceable methods of, such as Royal Mail Special Delivery or Recorded Delivery.

Claims on returned items for damage and part loss must be made within seven calendar days of the date of receiving, or no claim will be entertained. Royal Mail has no legal liability for any loss if at the time of the claim 80 days has expired from the date of posting. Royal Mail advises customers to claim as soon as possible after an event has occurred to enable enquiries to be made promptly.

Pictures of the damaged parcel and item are required for any claim.

Claims cannot be made for any cancelled repair requests and unrepaired returns.

The customer is responsible for all inbound and outbound shipping fees, unless the repair is under the manufacturer’s warranty, in which case the shipping fees will be refunded.