Repair Partner Standards

These standards describe the practical conduct expected from every approved independent repair partner using the Computer Repair Ltd network.

Accurate skills and availability

• Accept only repairs you are competent and properly equipped to assess.
• Keep capabilities, repair methods, location radius, opening hours, mobile number, and availability current.
• Use the specialist referral process when higher-level work is required. Never pass a customer or lead to another person without the customer consent and system process.
• Use one individual account and do not share access, resell leads, or permit substitution.

Prompt and clear customer contact

• Contact accepted customers promptly and record a truthful job status.
• If the customer cannot be reached, use the Could not reach customer action and make reasonable follow-up attempts.
• Before chargeable work, clearly state your identity, work scope, price or calculation method, diagnostic, callout, parts and travel charges, payment terms, cancellation information, and warranty.
• Communicate delays, risks, data handling needs, and changes before continuing.

Care, privacy, and records

• Use customer information only for the requested repair.
• Do not add customers to marketing lists, sell or share leads, or contact customers about unrelated services.
• Keep devices and accounts secure and report suspected data loss or unauthorised access promptly.
• Protect customer equipment and data, keep only necessary copies, and remove unnecessary customer information after the repair and warranty need ends.
• Provide customers with your own accurate invoice or receipt and retain your own legally required business records.

Independent responsibility

Repair partners are not employees, agents, or representatives authorised to bind Computer Repair Ltd. Each partner independently quotes, contracts, invoices, collects payment, performs repairs, complies with consumer law, and provides the warranty they agree with the customer.

Monitoring and action

Computer Repair Ltd reviews contact speed, status updates, completed outcomes, customer feedback, complaints, referrals, and refund decisions. Nothing automatically grants Trusted status or suspends an account. Serious concerns may lead to an immediate manual pause while they are reviewed.