Before the repair
Access can help confirm the reported fault, check relevant functions and establish the device's condition before work begins.
Data & privacy
Your device is personal.
We treat it that way.
Repairing and properly testing a device can sometimes require access to it. Our approach is simple: access only what is reasonably necessary to diagnose, repair and test the device.
Our approach
Repair the device. Respect the data.
Necessary access onlyDevice access is used for diagnosis, repair and functional testing where required.
No routine browsingWe do not routinely browse personal photos, messages, documents or other content.
Back up where possibleRepairs can involve data risk, so customers should maintain a current backup whenever possible.
Device access
When we may need your passcode.
A passcode isn't required for every job. Where comprehensive testing needs access to the operating system, we may ask for it.
After the repair
Some functions can only be properly verified from inside the operating system. Testing helps us avoid handing back a device with an obvious problem that could have been detected.
If you prefer not to provide it
Tell us at intake. We can discuss what testing is still possible and whether your device supports a suitable repair or maintenance mode.
What testing means
Testing functions isn't permission to explore your content.
Our technicians focus on the functions relevant to the repair and, where practical, the wider operation of the device.
Test the camera, not the camera roll.
Camera testing is about focus, image capture, lenses and related functions. It does not require routine browsing of your existing photos.
Check the hardware.
Microphones, speakers, earpieces and related functions may be tested without reviewing your personal conversations or messages.
Only where relevant.
We do not routinely inspect apps, accounts, documents or messages. If a particular fault requires something unusual, we can discuss it with you first.
Backups & data risk
Back up before repair where you can.
Phones, tablets and computers can contain irreplaceable information. Even when the reported repair is unrelated to storage, no repair process can make customer data risk-free.
Your backup
Customers remain responsible for maintaining backups of important data. If the device is still usable, make a current backup before bringing it in where practical.
Our care
We take reasonable care of devices and customer data while carrying out agreed work, but we cannot guarantee that data will always be preserved during diagnosis or repair.
Already not working?
If the data is more important than getting the device itself working again, tell us at intake. That can change the safest repair strategy.
Data recovery
When the data is the repair.
Data-recovery jobs are handled differently from an ordinary screen or battery repair. We first assess the device and the likely recovery path. Success cannot be guaranteed, particularly after severe physical, liquid or board damage.
Recovered data is provided using an agreed method such as customer-supplied storage, USB storage or an agreed cloud service. We do not keep customer recovery copies as a routine archive.
AssessDevice, damage and recovery goal
→RecoverWhere technically possible
→ReturnUsing the agreed delivery method
Australian Consumer Law
Repair notices and your data.
Australian Consumer Law requires repairers to give customers a written repair notice before accepting certain products for repair, including products capable of storing user data.
Why the notice exists
Repair work can result in loss of user data. The notice gives you the opportunity to consider that risk and back up important information before the repair is accepted.
How you'll receive it
The required notice must be provided in writing before the device is accepted for repair. A website page by itself does not replace that intake requirement.
Refurbished parts
Where the applicable repair process may involve refurbished parts or goods, Australian Consumer Law has additional repair-notice requirements. These are handled as part of the repair intake documentation.
This page explains our repair approach and is not a substitute for the written repair notice provided at intake.
Common questions
Privacy before you hand it over.
Do you always need my passcode?
No. It depends on the repair and the testing required. If we need it for comprehensive testing, we'll explain why.
Will you look through my photos?
Not as part of routine repair testing. For example, testing the camera does not require browsing your existing camera roll.
Can I use Repair Mode?
If your device supports a repair or maintenance mode, tell us at intake. We can discuss whether it provides the access needed for the work and testing being performed.
Can you guarantee my data?
No repairer can make every repair data-risk-free. Back up where possible, and tell us before work begins if preserving the data is your highest priority.