Customer Request Terms

Last updated: 4 September 2026

These terms apply when you ask Computer Repair Ltd to match a computer repair request with an approved independent repair partner. Computer Repair Ltd is registered in England and Wales under company number 07013303, with its registered office at 96 George Ln, London E18 1AG, United Kingdom.

1. The matching service

Your submission is a request for matching. It is not a repair booking, quote, or repair contract. We use the repair details, requested method, location, urgency, and partner availability to make the request visible to eligible approved repair engineers. A partner may accept, but acceptance and successful repair are not guaranteed.

Before acceptance, eligible engineers may see the repair category, selected answers, outward postcode, approximate distance, repair method, urgency, lead price, and photographs you choose to upload. We do not disclose your name, telephone number, email address, full postcode, or exact address before a lead is accepted.

2. After a partner accepts

When one eligible engineer accepts, we disclose the contact and repair information needed for that engineer to respond. We email you with the first name and last initial of the approved independent repair partner. The partner should introduce their full identity and business details when contacting you. Other engineers lose access to the lead.

If specialist work is needed, information is not moved to another partner until you consent through the secure customer page. If you do not consent, the existing case remains with the current partner unless it is otherwise closed.

3. Your contract with the repair partner

The selected partner operates independently. Computer Repair Ltd does not employ the partner and does not set the repair quote, take repair payment, perform the repair, issue the repair invoice, or provide the repair warranty. A repair contract is formed only if you and the partner agree to proceed.

Before chargeable work, ask the partner to confirm their identity and contact details, work scope, total price or calculation method, diagnostic, callout, travel and parts charges, payment terms, cancellation information, likely timescale, and warranty. The partner is responsible for these matters and for complying with applicable consumer law.

4. Customer charges

Computer Repair Ltd does not charge you a platform or matching fee. Any diagnosis, travel, callout, parts, labour, or other repair charge is agreed directly with and paid directly to the independent partner. Do not proceed until you understand the partner quote and terms.

5. Accurate information and equipment care

Provide information that is reasonably accurate and tell the partner about important device condition, data, access, or safety risks. Back up important data where reasonably possible before repair work. Do not place passwords, account credentials, payment information, serial numbers, or other unnecessary sensitive data in the public request form.

6. Updating or cancelling a request

Use the secure link in your email to view, update, or cancel an unclaimed request. A material update may restart matching. After acceptance, contact the partner about repair arrangements and use the secure page to report a problem or respond to a contact attempt. Cancellation of the platform request does not automatically cancel a separate repair contract already made with a partner.

7. Approved, Trusted, and insurance indicators

Approved means the individual completed our application process, supplied identity evidence, and had their stated experience and capabilities reviewed. It does not mean employment, control of repair methods, a guarantee of every repair or outcome, or proof of insurance.

Trusted is a private or specifically approved status granted manually after performance review. Public liability insurance is strongly recommended to partners but is not required for basic access. An insurance badge appears only where Computer Repair Ltd has checked evidence that is current at the relevant time.

8. Contact attempts, reviews, and problems

If a partner records that they could not reach you, we may send you their contact information and ask you to respond or cancel. After a completed repair, we may ask for a private review of contact speed, professionalism, communication, and outcome. Please be honest. We use feedback to monitor partner standards and work with the best-performing suitable partners.

You can report non-contact, stopped communication, unclear charges, repair quality, device or data concerns, behaviour or safety, warranty concerns, or another problem through the secure customer page. Computer Repair Ltd reviews partner standards and its matching service. The repair, repair payment, and warranty remain matters between you and the partner, without limiting any responsibility Computer Repair Ltd has for its own acts.

9. Our responsibility

Computer Repair Ltd is responsible for operating its matching service with reasonable care, handling information as described in the Privacy Notice, and administering platform support. We do not exclude liability where exclusion is unlawful, including liability for fraud or fraudulent misrepresentation, or death or personal injury caused by negligence. Nothing in these terms removes your statutory consumer rights.

10. Availability and changes

The service may be unavailable for maintenance, security, capacity, or technical reasons. We may close an unclaimed request after the stated matching period. Changes to these terms apply to future requests from their effective date. The version accepted with an existing request remains recorded for that request.

11. Law and contact

These terms are governed by the law of England and Wales. If you live elsewhere in the UK, you retain any mandatory protections and rights to bring a claim available under the law applying to you. For platform support email woodford@computerrepairltd.co.uk. For privacy matters and complaints email info@computerrepairltd.co.uk.