Howard Conrad Repair Terms and Conditions
We have spent many years refining these terms and conditions. We believe they are comprehensive and hope you find them clear. These terms govern our repair process.
General Repair Information
We offer 3 years warranty with our repairs unless otherwise specified. This is a technical warranty and only covers the parts we install. Physical damage, liquid damage, and unauthorized repairs or tampering will void the warranty (devices will have warranty stickers to deter tampering). Other factors, such as damage to the chassis, may affect warranty eligibility. Our technicians assess each case based on visible wear, prior repair attempts, and the overall condition of the device. Where replacements under warranty are required, they will be replaced with equivalent condition but working parts. The warranty period begins from the date of repair collection or invoice, whichever is earlier.
We record device serial numbers and other identifiers for internal tracking, fraud prevention, and warranty validation purposes.
Our batteries have a 3-year warranty. However, since they are consumables, they may expire before the end of warranty with heavy or improper use. We will replace a battery under warranty only if its design capacity falls below 70%, and it has not surpassed 700 cycles. We use industry-standard tools (such as CoconutBattery or equivalent diagnostics) to test if a battery has been mistreated or misused, and reserve the right to decline a warranty replacement if this is the case.
With most of our repairs it’s beneficial, but not mandatory, for us to have the passcode. We will always ask, but please do not feel any pressure—if you feel uncomfortable, just inform us and we will move on. Some repairs allow for alternative options, while others leave us with no choice but to carry out the repair without testing. Please be aware that if no passcode is provided, and faults are intermittent or data-related, diagnosis may be limited or inconclusive. You can always fully reset your phone to factory settings, which would allow us full access to the workings of the phone without any of your data. We take your privacy seriously and always aim to carry out repairs with discretion and professionalism.
Investigations can take anything up to 72hrs, and although we typically charge £39 some extensive issues may be charged at £59. If the situation calls for replacement parts, then you will not pay the investigation fee on top of this, just the cost of the parts/labour required. If you decide not to proceed with repairing the device, you will be asked to pay £39/£59 to cover the time spent investigating the issue.
Devices with liquid damage that require ultrasonic bath treatment are serviced at the customer’s risk. This is a £99 service, and as liquid damage can affect the lifespan of a device, it is really a last resort. We would always recommend considering all your options. Regrettably, we cannot offer warranty on this service, but any parts fitted will still be covered.
Data loss is a minor risk during repair; we always recommend backing up your devices beforehand if you can. We take precautions to prevent data loss, but we are not responsible for data safety. If your device or drive is encrypted (e.g. FileVault on macOS or BitLocker on Windows), we may be unable to access or recover data without the correct password or recovery key. Please provide this where necessary, or let us know if you require guidance.
To minimise our environmental impact, we occasionally utilise refurbished or reconditioned parts wherever feasible. Rest assured, this choice does not compromise performance, and these parts remain covered by our 3-year warranty.
We record device serial numbers and other identifiers for internal tracking, fraud prevention, and warranty validation purposes.
Should you decide to post your device to us for repair, please be aware that we accept no responsibility for loss or damage due to the courier or improper packaging. We recommend you use an insured and tracked service and that you post the item to us in the original box as this offers the best protection. We recommend insuring your device for its full replacement value when posting it to us. Should that not be possible, please pack the item best you can. We will only ship your item back to you in the box you provide and will use a premium tracked and insured service. Howard Conrad assumes no liability in cases of damages during shipping.
When trading in a device, we require up to 72 hours for testing. A final valuation cannot be offered until testing is completed. Payments can only be made via bank transfer or in-store credit. Please ensure that all bank details provided are checked thoroughly before emailing them. We do not take any responsibility for issues caused by incorrect account details. By trading in a device, you confirm that you are the legal owner and that it has not been reported lost or stolen. We record device serial numbers and other identifiers for internal tracking, fraud prevention, and warranty validation purposes.
We are an independent repair centre specializing in Apple products. However, we are not affiliated with Apple. Our repairs will likely void any existing warranty or Apple Care plan, we recommend checking with the original retailer to avoid any complications.
iPhone/iPad Repair Specific
iApple have recently implemented a new security measure called stolen device protection, meaning that some features and actions have additional security requirements when your iPhone is away from familiar locations. This is great for your security, but massively impacts the range of testing that we can carry out while we have your device. We would not recommend turning this off permanently, but doing so before your repair makes it so much easier for our technicians, as some functions are completely locked behind Face ID. The easiest way to do so is at a familiar location, such as your home, or work. You can still turn it off in our waiting room, but the process requires a 1-hour time delay that you have to be present for. To turn it off go to settings, then Face ID & Passcode, then to Stolen Device Protection where it can then be turned off. You can then use the same process to turn it back on again once you have your device back again.
Certain Apple devices now display warning messages when parts are replaced. This message does not reflect the part’s quality or functionality, it’s simply because the part carries a code that only Apple can transfer. The message will be displayed on your lock screen for 4 days post-repair, then in settings for a further 15 days until it finally moves to the About section in settings, where it remains until the phone is reset to factory settings and the cycle restarts. Replaced batteries also disable iOS’s battery health feature, affecting models from the iPhone XS right through to the newest releases.
In some cases, Face ID or Touch ID may stop functioning if critical components like the front camera or sensor array are damaged or replaced. These biometric features are security-linked and may not be restorable outside of Apple-authorised repair channels.
Regrettably, certain iPhone screen features will not be supported post repair. This is unavoidable due to manufacturing limitations and the lack of support offered for third-party repair. It is just not possible to recreate these features with small scale manufacturing. Features such as Truetone cannot be restored to the iPhone 12 series onwards. This situation also extends to Apple’s Pro Motion display technology, which is also no longer supported post repair from the iPhone 13 series onwards.
iPhones with motorcycle vibration-related camera damage will not have repeated issues covered under warranty. The only way to prevent this is to buy a specialist vibration-reducing mount.
We cannot guarantee water or dust resistance after any repair—even if original seals are replaced. This is due to the precision tolerances required for factory-level sealing, which are not achievable in third-party repairs. We recommend keeping devices away from liquid and dusty environments to prevent further issues, as in our experience this is the only effective way of avoiding problems caused by liquid or dust ingress.
Please be aware that by signing, you are agreeing to us connecting iOS iPhones and iPads to iTunes and other programs to test device vitals, such as battery performance.
Mac Repair Specific
For data transfers, provide necessary product codes/licences. For HDD or SSD replacements, automatic data transfers are preferred, but manual transfers may be necessary, requiring access to your files. Inform us if your Mac runs Windows (Bootcamp/Parallels), as ignorance could affect repairs and result in data loss. Always notify us about liquid exposure to your device.
For HDD or SSD replacements with data transfer, you must reauthorize your software via licence codes or account logins. This is essential, as replicating licences is piracy. Depending on the version of software, you may be required to repurchase software/licences.
Due to the known design flaw in certain Apple MacBook models from 2016 onwards, our warranty will exclude certain issues. This is down to exposed or weak flex cables susceptible to damage from dirt or dust accumulation around the hinge area, and we recommend keeping these areas clean using a soft bristle brush to avoid issues. We also provide a complimentary cleaning service following display replacements and offer periodic email reminders post-repair. The technicians will investigate any potential warranty situations to ensure this issue has not been a contributing factor, and may decline warranty replacements where they see fit.
Apple has dropped support for 32bit applications from macOS 10.15 (Catalina) onwards, once your Mac has been upgraded you will lose access to any 32bit application permanently. Please ask a member of the team for more info.
Please be aware that by signing, you are agreeing to allow us to install software onto your Mac for testing purposes, where necessary.
Windows Repair Specific
We charge £39 for Windows and non-Apple device investigations.
For HDD or SSD replacements with data transfer, you must reauthorize your software via licence codes or account logins. This is essential, as replicating licences is piracy. Depending on the version of software you have installed, you may be required to repurchase software/licences.
Your Windows operating system will be required to be reinstalled as part of replacing a boot drive. In some instances, your activated licence for Windows may be migrated however, depending on how it’s installed, you may be required to reactivate your product again. We may require this licence key to carry out the repair/upgrade. If you are unable to provide this, we are limited in what we can do. Please note, we do not distribute Windows licences; you may need to speak to additional parties who can provide this if required.
Please be aware that by signing, you are agreeing to allow us to install software onto your device for testing purposes, where necessary.
1-to-1 Appointments
These appointments are intended for personalised support, and we recommend making a list of all the issues you are facing so we can make the most of the session. However, not all situations are suitable for this type of service — sometimes, where programs or apps are the issue, it can be difficult for us as an independent party to resolve these. We would always recommend trying to contact the company directly for support if possible. Please note that 1-to-1 appointments are billed for technician time and are non-refundable, even if an issue cannot be resolved during the session.
Password or account-based issues can be especially tricky. On occasion this may require a lengthy phone call to the company from the original account holder, and again this does not really work well as these calls can be very time-consuming. For your safety and ours, we will never ask for or store passwords to sensitive accounts, including email, cloud storage, or banking. We will not log in to any financial platforms or make payments on your behalf under any circumstances.
Some issues may require multiple sessions, as software and platforms are always updating, changing and evolving. The issue may repeat itself through no fault of our own. We will be as fair as possible when it comes to pricing, but you may be asked to pay for repeat visits.
On some occasions where issues are left unresolved, we may still ask you to pay £29 as this is our minimum investigation fee. We would prefer to avoid this outcome where possible, but sometimes the cause of the issue may be outside our control.
Payment and Collection
Payment is due upon service completion. We accept most Credit/Debit cards or bank transfers (excluding American Express and cheques).
Due to our limited storage space, we ask you not to leave your items for an unreasonable amount of time. We have implemented a process to deal with devices that have not been collected. Ultimately, we offer the customer up to 12 weeks to collect their device; during this time you will receive multiple calls and/or emails from us to remind you about collection. We reserve the right to charge a weekly storage fee after 6 weeks if the device has not been collected and no arrangement has been made. Should all of our attempts fail, we will have no choice but to consider the device abandoned. For security and insurance purposes the device will be entirely wiped, disposed of or recycled. We would really prefer to avoid this where possible, so urge you to contact us if you have issues with collection.
If someone is collecting on your behalf, then we need expressed permission before releasing the devices. You will need to notify us of the person’s name, and they will need to confirm some of your personal information.
For trade or commercial clients, payment is due upon completion, unless otherwise agreed in writing. Late payments beyond 14 calendar days may incur a £25 administrative fee and statutory interest in line with the Late Payment of Commercial Debts (Interest) Act 1998.
£10 Referral Offer
• The referred customer must spend a minimum of £39 on their first visit.
• Referrals of family members or individuals residing at the same address are excluded.
• There is no limit to the number of eligible customers you may refer.
We reserve the right to amend, suspend or withdraw this offer at any time
£10 Loyalty Card
With each repair, you will be given one of our £10 loyalty discount cards. You will need to present this to a member of the team when checking in your next repair to redeem this offer. They are limited to one per full-price repair over £35 on the same account and are not valid alongside any other offers.
GDPR Policy
In this section, the terms “we”, “our”, and “staff” refer to HCO Group trading as Howard Conrad.
The ‘General Data Protection Regulation’ (GDPR) ensures that consumers have control over their data. At Howard Conrad, we prioritize data security. We use data solely to assist our internal repair processes and enhance customer satisfaction. We record all calls for training and security.
Data stored includes names, contact details, and specific device information. Occasionally, we might send marketing emails; if you wish to opt out, inform a staff member. We never store credit/debit card details and do not share data without explicit consent.
We use third-party software, hosted by Amazon Web Services, to track repair statuses. This software exceeds industry security standards. Local data backups are stored securely on encrypted drives.
Our staff respects your data. All adhere to our internal data protection policy, accessing personal data only when necessary.
Repairs involving drives ensure data retention for 30 days as a precaution. Data is securely erased afterward, unless otherwise specified by the customer. At times, we partner with external firms for repairs. We inform you in advance and ensure data security. These partners might need passcodes for testing, but adhere to GDPR.
We are transparent about your data. Discuss any concerns or data removal requests with our team.
Be aware that we record calls, conversations in our waiting room, and maintain CCTV recording for training and security. Any disputes will follow the standard UK legal process.
If you require these terms in an alternative format or language, please let us know and we will be happy to assist.
Our Terms and Conditions are subject to change without prior notice and do not affect your statutory rights. Check the latest version at www.howard-conrad.com.
These terms and any disputes arising from them are governed by the laws of England and Wales. Any legal proceedings will be subject to the exclusive jurisdiction of the courts of England and Wales.
By signing, you agree to these terms and conditions, which will apply to all future repairs and services provided by us unless materially changed. You will not be required to sign again on each visit. These terms may be reasonably updated from time to time, and the most current version will always be available at www.howard-conrad.com.
No need to scroll back to the top, just tap on the quill in the upper right corner of the screen to sign.