Terms and Conditions

Terms and Conditions

I grant permission to Phone Boy to perform any action deemed necessary in an attempt to repair my device. Furthermore, I release Phone Boy from any liability for any data loss which may occur, or component failures occurring during attempted repair, testing, or at any other time. Cairns Phone Repairs is not responsible for loss of profit or any direct, indirect, special, incidental, or consequential damage occurring during or after device service. This also includes Software and Hardware.

Fees and Charges Explained:

Public Holiday / Local Holiday Surcharge

Public Holidays and or Local Holiday/s incur a 15% Public Holiday Surcharge. Non-Refundable.

Pre-ordered Part/s for Repair: Non-Refundable.

This applies to change of mind, wrong model given to our team either verbally, sms and or email. 

All part/s pre-ordered are Non-Refundable.

Freight Charge:

Only applies when we do not have a current order to place and we have to pre-order your part/s in for your repair. Our Freight Charges are non-refundable and we do not take liability for freight delays.

Freight Fee: $25.00 AUD - Non-Refundable.

Labour Fee (Per Hour): 

$95.00AUD - Non-Refundable.

Card Surcharge 

1.9% applies to all Debit and Credit Cards = Non-Refundable.

AfterPay Surcharge

6.9% Surcharge Applies = Non Refundable.

Payment Options  

Cash on the day: only available at our Darwin Stores.

Card Payment 

Card can be used on the day for payment or prior to the repair. Per our 24 hour cancelation policy we require Card Number, Card Expiry Date and the Card CVC on file.      

Secure Payment Gateway Link

We can SMS or Email a Secure Payment Gateway link for you to pay either in full or a deposit for your repair.

Over the Phone Card Payment: 

1.9% Card fee applies - Non-Refundable.

Insurance:

We recommend you have your own insurance for us to perform repairs on your device.

Public Liability and Injury:

Phone Boy Store/s carry their own Public Liability, have their own Safety Management Plans (Work Method Statements) and procedures however Phone Boy will not take liability for self caused injury, injury to others, both accidental and intentional, breakage, damage to store products and Store belongings and we will not be liable for customer/s negligent behaviour. 

We recommend customers have their own Insurance to cover any cost/s incase an unforeseen issue arrises.

Phone Boy Store/s Attire Policy:

For Safety reasons, all Staff and Customer/s must be wearing enclosed shoes at all times when entering Phone Boy Stores. This means: No Thongs / No Bare Feet / Must be full Clothed.

Failing to comply will result in you be asked to come back with enclosed shoes on and or fully Clothed. Phone Boy has the right to refuse service and entry to our store/s if this has not been carried out.

We all have a duty of care to ensure the safety of our customers and team members and therefore safety comes first.

PayPal:  

If you wish to make payment via PayPal, please call our team on 0460836004, make your purchase online or see our team in store.

Repairing your device after it has been repaired by Phone Boy:

If our team has repaired your device and then if you choose to have it repaired somewhere else then all warranties are void. No Refund applicable to the total repair cost.

Return Policy per the Australia Consumer Law:

• Faulty Items: You have a legal right to a remedy if a product fails to work properly, breaks too soon, or is defective.
• Major vs. Minor Problems: If it is a major failure, you can choose between a refund or a replacement. If it is a minor failure, the business can choose to repair it within a reasonable time.
• Change of Mind: Stores do not legally have to give refunds or exchanges if you simply change your mind, unless they have a specific store policy to do so.
• Proof of Purchase: Businesses can ask for a receipt, bank statement, or online order confirmation to prove you bought the item there
• Original Packaging: You do not need to keep the original box or packaging to return a faulty item.

Special Order Items / Prepaid Repairs:  

Our team has the right to ask for full upfront payment for all orders to be preordered.

If you have got our team to order any part/s and you wish to cancel your repair booking, you will be charged and or forfeit the cost/s associated to ordering in part/s including freight charges. This is non-refundable.

Incorrect Model Number details given to our team when booking a Repair in and or preordering:

Our team takes no liability if you have gave them the incorrect model details when booking. The total repair charge for that Repair type is automatically charged and non refundable.

If you are attending your repair booking at one of our Repair Locations and we have the correct model part/s in stock you are only charged for that repair total repair type. 

If we do not have the part/s in stock, you have given our team the incorrect model details, the model details given for that repair type will be automatically charged and is non-refundable. The customer is liable for the extra charges associated to the correct repair and model type/s.

No-Show of Booking:  

If you fail to attend for a booking which includes the advised time, date, have not advised our team prior, our team will contact you to try and fit you in when they are not busy with other repairs. If you fail to communicate with our team about the arrival of a Reserved Booking Date and or time our team has the right to to cancel the booking.

Area Surcharges:

In most of our stores we do not offer pickup, onsite repair, drop off option however if a store offers it then it is at there discrepancy of the cost associated to this.

Liability / Breakage of your device:  

Our team are fully experienced in all repair types however as we are all human, all repair types come with all kinds of risks when repairing any device therefore Phone Boy does not take any liability for breakage, Software loss, accidental damage to any device. 

Phone Boy will do everything within its current power to repair your device and get it back up and running again however therefore does not guarantee permanent repair to device/s. 

Before repairing any device we recommend you have insurance that is covered under a third party repairer. Please be sure to read your Insurance policy carefully as we do not take liability for your third party insurance policy.

If you have not advised our team that you have your own Device Breakage insurance and our team performs repairs to it, Phone Boy is not liable nor will be held accountable for this.

We recommend you advise our team prior to booking in your Repair. 

If you have your own insurance for breaking your device, we recommend you speak to your Insurer first and then appoint Phone Boy as the repairer for your repair. They may need an Invoice of the scope of repairs to be carried out therefore Phone Boy can provide these details however all quotes may be more if we find that the device requires more hours and or part/s for the repair.

Extra Hourly Rate:

$95 per hour + cost of any extra parts required for the scope of work.

The customer takes liability for extra charges for extra part/s and or labour fees associated to the repairs to be carried out.

Warranty on Repairs:

Phone Boy offers a 6 Month Manufacturer Warranty on Screen Replacement Part only. 

Batteries come with a 6 Month Manufacturer Warranty

Rear Glass Repairs: No Warranty.

Warranty is void if the device / Screen / other parts have been damaged via customer such as dropping the device, scratches, water damage, maliciously, software issues directly and or indirectly and or hardware issue effecting those part/s. Warranty also does not include screen with lines, LCD bleaching, water damage etc.

Part/s replaced are recommended parts only and are not guaranteed that the Phone and or Device will be fully operational thereafter however our team will do there best to get it to the best standard as possible.

Extra Charges:

An initial Diagnostic fee of $95 per hour maybe applied to determine and or ascertain the cause of malfunction of the part/s initially repaired with. 

If the part/s are covered under the Manufacturer Warranty, the Part/s will be replaced and the $95 per hour labour fee will be refunded and or void.

If we find that the part/s where damaged from water, moisture, dropped, scratched, software update,  hardware effecting the part/s replaced, repaired by another repairer that is not a Phone Boy team member and or tampered with in anyway then the Manufacturer Warranty is automatically void and non-refundable.

Screen Protectors:

As screen protectors are only designed to help protect your device we do not take liability of any damages caused after it has been installed.

Water Damage Repairs

Phone Boy does not take liability for Water Damage Phone and or Devices therefore any parts replaced are only recommended parts to try and help the device working again. Phone Boy does not guaranteed that the Phone and or Device will be full operational thereafter. All Part/s Preordered are non-refundable. We do not take liability for new parts that are replaced in device/s when Water has caused further issues to these new part/s.

Freight Delays:

We do our best to get your part/s in as quickly as possible however in some cases we can not guarantee on time arrival. If we have ordered Part/s for your device we do not take liability on freight delays. This is out of our control. There is no refunds on freight charges.

Freight is booked via our Part/s Supplier therefore Phone Boy tries its best to get parts on over night freight before 3pm ACST before our supplier/s cut off time. In most cases it generally takes 2 business days however Phone Boy does not guarantee this as this is just an estimate.

Replacements:

In some cases, Replacement/s may take a few days to exchange and or replace part/s and we may need to hold your device till we have repaired your device with the appropriate part/s. 

If we find that the part/s is covered, the $89 per hour fee is refunded via Phone Boy or in most cases wavered. A Card on file is required for security purposes.​​ We require the Card Number, Card Expiry Date and the Card CVC on file for security purposes.

Phone Pre and Post Diagnostics:  

Just like a car service or a general human checkup at the doctors surgery! 

Phone Boy requires access to your device to check if the device is in good working order before and or after your repair, find any issue that need to be fixed, therefore the customer is required to supply access to the device such as Face ID, Fingerprint access and or Password. 

Diagnostics generally include Camera Test, Keyboard Test, Calling Test, such as Speaker and microphone test etc.   ​​  

After Repair:

After the Device has been Diagnosed, Repaired and Collected by the Customer/s, PHONE BOY will not be held accountable for any Damage/s that has been caused by the customer and or other people.

Damages include:

Water Resistant Bezel Replacement

Water Damage by Swimming or Placing under any Liquid Source

Dropping of Device onto any surface

Software Issues

Overheating Caused by any other fault with the device

Customer Over Charging the Device

Pre Existing Issues prior to the Repair

Diagnostic Fee:

Phone Boy has a strict Diagnostics Fee Policy.  $95 per hour Diagnostic Check fee applies which includes the time of our technicians to check your device. 

Diagnostic fees are non-refundable. This is prepayable by calling our team on 0460836004 

Call out Fees: 

As we do not offer after hours call out services, there is no fee.

  ​  

Waiver / Agreement Form:  

Phone Boy holds the right to ask for the customer to fill in a Service Receipt Waiver Form prior and after repairing their device. 

The Waiver Form outlines the Customers Details, Repair Type, Repair details to be carried out, the agreement terms and conditions prior to repair. 

Repair/s will not be carried out until the Agreement Form is filled out, signed and dated. False details on all forms are taken seriously and or are legal documents. Phone Boy has the right to cancel booking/s for false and or misleading information.

False / Unacceptable Behaviour:  

Phone Boy has a Zero Tolerance to Negative, abusive and or false behaviour. This includes profanity, threatening remarks, religion beliefs, equality beliefs, Sexual Orientation, false accusation/s and or aggressive behaviour. Repair Service/s may be instantly Terminated without notice from our team if this is the case and will be recorded either by paper, video, email, text messaging and or camera footage.  ​ 

Evidence of Repair:  

Our team may require to document each repair either by photo / written / Video therefore Phone Boy holds the right to do so for quality and training purposes. 

 ​ 

Confirmed Booking/s:  

Bookings are subject to availability and therefore bookings are not guaranteed until payment is met, a Booking Confirmation is sent via email.​  ​  

Weather / Natural Disaster/s / Insurance:  

Phone Boy does not take liability for Natural and or Weather Disaster/s therefore we recommend you have the correct / required Insurance for your device.

Booking/s may be cancelled due to Weather / Natural Disaster/s that are beyond Phone Boy control.   

Bookings essential at least 24 hours in advance. Subject to current parts / supplies in-stock. 

Please note that at times our team may have to pre-order parts in and may take a few days to come in for us to start repairing your device. Our team will contact you when they come in stock either by Phone or Email.

Discounts:

All discounts are not in conjunction with any other offer. No Discounts on top of Discounts.

All discounts are subject to (1) one per person and have a date expiration on them therefore please read the offer terms and conditions first before booking and or purchasing that offer. Offer terms and conditions can be found on the offer advertised.

Data Loss:

In most cases, you will not lose any information, data or settings. We understand how important they are and try to make every effort to keep them intact. However, we cannot take responsibility for lost information, data or settings as it is often outside of our control and data may already be lost before we examine the device. Therefore, we highly recommend you back up your data regularly if possible.

Motherboard Repairs:

We do not repair Motherboards that have Motherboard issues.

If you have a Motherboard issue we recommend you take it to an authorised Motherboard Repairer.

Refurbished Phones for Purchase:

All Refurbished Devices are Pre-Tested and Repaired to a Satisfactory Condition.

There are No Refunds on Refurbished Devices therefore we kindly ask that you select the right  Device for you.

Underwater Phone Bags:

We recommend you test the under water bag before use. To do this you can place a piece of tissue inside the under water bag, Seal it, clip the under water bag and submerge the underwater bag in water before use.

Please note that Phone Boy does not take liability for any incorrect use of under water bags. This includes damaging the bag in anyway and the content within the bag.

It is the customers responsibility to ensure they have followed the manufacturing instructions prior to use. 

Phone Boy will not be held liable for any misconduct and or misuse of equipment.

Warranty, Returns to Repaired items and or other Accessories:

1. We offer a  6 MONTHS Limited Warranty for all the screens and parts. All of the batteries will have are 6 MONTHS Warranty.
2. Defective/Faulty items / part/s are classified as items that mechanically malfunctioned NOT as a result of user error, Motherboard issue/s which is classified as damage from the result of the user dropping, spilling, or in some way altering the original state of the product such as software / water damage etc.
3. ANY scratches, Motherboard related issue effected, cracks, dents or other damage will void the warranty. We reserve the right to refuse warranty on ANY items displaying any physical damage at our discretion.
4. All returns are subject to stock status and we reserve the right to offer an exchange part
5. Repairs must not be carried out by other repairers that do not relate to Cairns Phone Repairs.
6. If the customer/s change their mind or you accidentally purchase a wrong product please return it within one month to avoid extra charge withe the original receipt and or original packaging. Please note, the brand new products returned should be in the original unused condition and in warranty Period. Phone Boy reserves the right to reject the items returned if they do not meet the requirement.
7. If you notice there is something wrong with your repair after we have tested it and repaired it, it is the customer/s responsibility to report it immediately to avoid further problems with the device and loss of exchange of repair. If failing to report all warranties will be void.  You must return the repaired device to us within 30 days from the repair date. Please email all repair issues to info@phoneboy.shop in writing.
8. Headphones and or other items that can be used within and or on body cavity: There are no Refunds and or Returns due to Health and Safety Reasons. 
9. Pre-Ordered Part/s for a Repair: All pre-ordered part/s that are ordered in specifically for the customer repair is non-refundable. This also includes no show booking/s.

Google Pixel Repairs:

No longer applicable tour repairs scope. No longer available.

Software Updates for iPhone - iOS18

Most of you may already know however we have been advised that the iOS 18 Update on iPhone's will no longer be Compatible for Aftermarket and or INCELL Screens.

These screens with the new iOS 18 may cause the device to drain its battery dramatically, experience touch issues, dimming issues and other issues such as Ghosting.

At Phone Boy we do offer customer/s the option between Aftermarket Screen/s for those that are on a budget and that are happy not to Update there Software however we only recommend that to change the Screens out to OLED or OEM Screen as they are higher quality and do not have these issues.

Please note that we do not take liability for customer/s that wish to Update there device to Future Updates that may prevent Parts from no longer performing to there highest advantage however we only make recommendations to our customers of the best quality part/s and fit them to their devices. It is the Customer/s decision if they wish for Aftermarket / INCELL or other quality Screen on there device.

Not sure of the meaning types of the different manufactured Screen Type when choosing the one for you? Here are the Meanings of each Screen Type Manufactured:

Aftermarket

Aftermarket parts are replacement parts that are not made by the original equipment manufacturer. Aftermarket parts are used to replace damaged parts in automobiles and other equipment, but their use may alter the coverage of an insured item.

OEM

An OEM (Original Equipment Manufacturer) part is a part built by the same company that built the original product for the phone maker. It is the exact same part that is on your phone, except it does not have the manufacturer's logo.

OLED

OLED stands for Organic Light-Emitting Diodes. OLED displays are common in hand held devices and wearables, but are also used in TVs and monitors. There are many variations of OLED screens, all with their own acronym (more on this later). 

In OLED screens, individual pixels are hit with electricity. In response, each pixel emits both light and color. A pixel that isn’t stimulated by electricity is unlit, which creates the color black. The combination of lit and unlit pixels creates the images you see.

LCD

LCD stands for Liquid Crystal Display—it’s more common in larger displays like TVs and computer monitors. 

With LCD screens, LED lights backlight the entire display. Images are created when the backlight is filtered through the liquid crystal, which blocks some of the light.  

Because of the backlighting, LCD screens have a tendency to be brighter overall.

AMOLED 

stands for Active-Matrix Organic Light-Emitting Diodes (regular OLED is considered passive). In AMOLED screens, each pixel can be controlled individually, which provides even sharper images. 

POLED 

screens are OLED displays that are covered in polymer plastic (different from OLED TVs, which are usually covered by glass). The polymer cover is what provides a lighter weight for tablets and flexibility to smartphones with foldable screens. 

QLED (Quantum Light-Emitting Diode) 

is an upgraded version of LCD/LED technology. It’s clearer than your average LCD display, but it’s not as bright or clear as OLED.

If you have any questions regarding your Repair please do not hesitate to speak to our team on 1300 859 058 or visit one of our stores.

Refunds and returns      

We are not required to provide a refund or replacement if you change your mind. 

But you can choose a refund or exchange if an item has a major problem. This is when the item: 

• has a problem that would have stopped someone from buying the item if they had known about it 
• is unsafe 
• is significantly different from the sample or description
   
• doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
  Alternatively, you can choose to keep the item and we will compensate you for any drop in value.
  If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.
  Please keep your proof of purchase – e.g. your receipt. 

iPhone 11 and newer Model iPhone:

When Replacing any parts either being Genuine Apple or Aftermarket, Apple has designed the settings to report that there is an ‘Unknown Part’ either being Screen, Battery, Earpiece Speaker etc. 

This is a special Apple feature and Phone Boy has no control over this therefore Phone Boy does not take liability over this feature.

Google Pixel Repairs:

No longer available for repair

Future Updates to Device/s:

Phone Boy does not take liability for future Software Update/s related issues to devices after any repairs are completed.

Apple Devices with iOS 18 and up:

Aftermarket / INCELL Part/s maybe affected if updating Apple Phones to iOS 18 causing them to have Touch Issues, Battery Draining, Ghosting issues etc therefore we only recommend OEM or OLED Parts however is subject to price and if Phone Boy Suppliers have them in Stock or not. Please ask our team.

I understand that as a result of submitting my personal device for repair that it could be subject to damage, or data loss however Phone Boy will do their best to prevent this. 

Fees and Charges Explained:

Public Holiday / Local Holiday Surcharge

Public Holidays and or Local Holiday/s incur a 15% Public Holiday Surcharge. Non-Refundable.
 

Pre-ordered Part/s for Repair: Non-Refundable.

This applies to change of mind, wrong model given to our team either verbally, sms and or email. All part/s pre-ordered are Non-Refundable.
 

Freight Charge:

Only applies when we do not have a current order to place and we have to pre-order your part/s in for your repair. Our Freight Charges are non-refundable and we do not take liability for freight delays.

Freight Fee: $16.99 AUD - Non-Refundable.
 

Administration Fee

Only applies to repair refunds. 10% of the total repair, surcharge and or freight value applies and is Non-Refundable.
 

Labour Fee 

Based on per hour: $95.00AUD - Non-Refundable.

Does not include part/s for the repair. If we need to repair your device with part/.s we will then charge you for the total repair price instead ion the labour fee. Extra time required outside our normal scope will attract our Labour Fee of $89 per hour.
 

Card Surcharge 

1.9% applies to all Debit and Credit Cards = Non-Refundable.
 

AfterPay Surcharge

6.9% Surcharge Applies = Non Refundable.
 

Payment Options  

Cash on the day: only available at our Darwin Stores.

Card Payment 

Card can be used on the day for payment or prior to the repair. Per our 24 hour cancelation policy we require Card Number, Card Expiry Date and the Card CVC on file.      
 

Secure Payment Gateway Link

We can SMS or Email a Secure Payment Gateway link for you to pay either in full or a deposit for your repair.
 

Over the Phone Secure Card Payment (Provider: Square):

1.9% Card fee applies - Non-Refundable.

Insurance:

We recommend you have your own insurance for us to perform repairs on your device.

Password/s:

For Phone Boy to diagnose most problems, Phone Boy requires a Password / Password Pattern to open the phone to the main menu to test either the screen, touch, cameras, volume buttons and any other test required to pass the repair. Failing to provide this, Phone Boy has the right to cancel the repair and any labour fees maybe applicable and or non-refundable.

I understand that if any damages are made to my phone or device by Phone Boy, I will cover the cost of all parts needed.. 

I understand that there is a standard Labour Fee of $89 for any failed repair. I understand that any Special Parts ordered are non-refundable and non transferable. 

I understand that my Phone's / (Device's) Touch ID or Face ID may not work after the repair process has been completed however in some cases you may have to System Update any Software. 

I understand that my device/s waterproof feature will be compromised. Meaning that my device will no longer be waterproof.
 

(NOTE: Phone Boy may install a seal to help with this issue upon request, although NEVER trust your device around water.) 

Phone Boy will not browse through your device looking at your data; however, It may be possible to see data during the course of work. Please remove any personal or private files you do not want others to see.
 

All Terms and Conditions apply.