Terms and Conditions

Identification

FIXNOW BV

Wilgenlaan 19, Wolvertem 1861

Email: info@fixnow.be

Company number: 0804.999.634

General Provisions

Complaints/defects

Repairs are based on the complaints/defects described by the customer on the repair form.

Price

The price of the repair is determined solely on the basis of the prices stated on our websites, made up of the parts used and the installation costs, regardless of the number of parts replaced per device. The costs of sending your device to FIXNOW are for your own account. The following conditions apply to the return shipment of your repaired device: if the repair costs are higher than €100, return shipping is free. If the repair costs are €100 or lower, an additional €15 is charged for return shipping. These costs may be increased by costs for additional insurance if the customer chooses this (see article 8).

Price quote by email

The price quote by email states in any case the repair amount and any costs for return shipping and/or additional insurance.

Non-binding

If inspection shows that the repair price will be higher than the amount stated on the repair form or website, the customer is asked whether they want the product repaired at that higher price. In that case, the repair only takes place after the customer's consent. When the repair form/website does not state a price and the price can only be determined after inspection, the customer is asked whether they want the product repaired at that price. In that case too, the repair only takes place after the customer's consent.
The customer may nevertheless decline further service from FIXNOW. In that case, or if the customer decides after receiving a price quote (see article 4) not to have the repair carried out, inspection costs (diagnostic costs) of €39 are charged. These inspection costs are waived in full if the customer decides to have the repair carried out by FIXNOW. In addition to any inspection costs, the customer pays the costs for return shipping of the (un)repaired device, in accordance with the conditions in article 2.

Quality

Unless otherwise agreed, new parts are used for the repair, or, when this is customary for such a part, exchange parts. When the customer requests this in advance, FIXNOW makes the replaced parts, with the exception of exchanged parts, available to the customer.
After the repair, the customer receives a message by email with a brief description of the work carried out as well as the details for payment of the repair.

Liability

FIXNOW is liable for loss and theft of the product, accessories and attachments, as well as for damage to them, occurring from the moment of receipt at FIXNOW until the moment of return shipment to the customer. Return shipments are sent as standard with insurance covering up to €320. If the customer wants broader or specific legal coverage, this can be selected for an additional cost via our booking platform or requested by email to FIXNOW. The customer must explicitly indicate and confirm this. Transport damage to a device returned by FIXNOW must always be reported within 24 hours of receipt. The damage must be proven by means of clear photos of both the packaging and the damaged product, so that we can pass this on to the shipping company as soon as possible.

Compensation for damage on a standard insured return shipment (coverage up to €320) is handled in accordance with the shipping company's conditions.
Only material damage is compensated, usually in the form of repair, an identical or equivalent replacement device, or a financial compensation up to a maximum of the insured value.

Shipping

The customer is responsible for shipping the defective device to FIXNOW, including the choice of carrier and the associated costs and risks. FIXNOW is responsible for the return shipment of the repaired device. FIXNOW offers standard insured return shipping as described in article 8. This insurance is issued by the carrier chosen by FIXNOW (e.g. bpost or another) and, in the event of loss or damage during return shipment, is handled by FIXNOW with the carrier. FIXNOW pays you any damage amount back immediately after the carrier has processed and granted the claim, up to a maximum of the insured value.

Warranty

After completing the repair, FIXNOW provides a six-month warranty on this repair. This warranty period starts at the time the product is shipped to the customer. For cleaning or maintenance work, as well as for repairs carried out on products with lightning, water, sand, drop or moisture damage, warranty is only given on the replaced parts, unless the repair invoice explicitly states otherwise. Furthermore, the warranty lapses if the device is opened by the customer or a third party after the repair carried out by FIXNOW. In the event of external damage such as drop damage or moisture damage, the warranty automatically lapses.
If, within six months of shipment of the repaired product, the complaints mentioned in article 1 return and the cause is clearly related to the previous repair, FIXNOW will attempt to resolve the defect under warranty.

a. For the same cause of the complaint, only the parts that were not replaced during the previous repair are charged.

b. If it turns out that the cause of the complaint is different from that of the previous repair, the costs of the new repair as referred to in article 2 are passed on to the customer, after which the customer agrees or does not agree to further handling of the repair.

c. After renewed repair, the warranty period starts again.

d. A recurring complaint is not necessarily the same technical defect.

Moisture damage inspection

For moisture damage inspection, costs are charged when you do not have the device repaired or it can no longer be repaired due to costs being too high relative to the replacement value of the device. The inspection costs are waived when you have the device repaired or disposed of by us. It may also happen that after inspection, function improvement or deterioration occurs due to corrosion of components. FIXNOW cannot be held liable for this, as this is a result of the damage sustained in combination with the attempt to repair the device.

Unpaid products/services

If, after three consecutive written communications by email from FIXNOW to the customer that the product is ready, and the customer has failed to arrange payment for a period of two months, FIXNOW is authorized to sell the product and recover what is owed from the proceeds. The additional costs incurred to recover the amount owed are for the customer's account. For devices where inspection shows that the device can no longer be repaired in an economically viable way, the customer will be informed of this by email. This will also offer the choice of receiving the defective device back after payment of the inspection costs (in accordance with articles 5 and 12, if applicable) and the postage costs (insured in accordance with articles 2 and 8). If these costs are not paid within 6 weeks of sending this email, FIXNOW will ultimately proceed to dispose of the device (in an environmentally friendly manner). There will then be no further costs for the customer.

Disputes

Belgian law applies to all disputes relating to repairs. Only a Belgian court has jurisdiction to rule on these disputes.
All other disputes will, in deviation from the statutory rules for the jurisdiction of the civil court, in the event the Court has jurisdiction, be settled by the Court in the place of establishment or the district of the trader. However, FIXNOW remains entitled to summon the customer before the court that has jurisdiction according to the law or the applicable international treaty.
The customer has the right, for five weeks after FIXNOW has invoked the preceding article, to opt for settlement of the dispute by the civil court that has jurisdiction according to the law or the applicable international treaty.

Consent for data processing

By checking this box, you confirm that you agree to the collection and processing of your personal data by FIXNOW for the purpose of scheduling a repair appointment and further communication about this. Your data will include, among other things, your name, address and phone number. We process this data in accordance with our privacy statement and the European General Data Protection Regulation (GDPR).

We will not share your data with third parties, unless this is necessary to carry out the repair service or required by law. You have the right at all times to withdraw your consent, and to view, change or delete your data.