Customer Repair Service Agreement

What a good one includes

• A clear definition of the diagnostic process and how the non-refundable diagnostic fee applies to the final repair bill.
• A robust data loss disclaimer that explicitly releases your business from liability for lost software, files, or operating systems during the repair process.
• A detailed scope of work section that specifies the exact issues reported by the customer and the authorized repairs to be performed.
• An abandoned property clause detailing the timeframe and consequences if a customer fails to pick up their repaired item after a set number of days.
• Specific warranty terms for both the labor provided and any replacement parts used, including clear exclusions for user-inflicted damage.
• A liability cap that limits your total financial responsibility to the cost of the repair service or the current market value of the device.

Common mistakes to avoid

• Failing to secure a customer's signature or digital authorization before starting any actual repair work on their device.
• Omitting a clear policy on how you handle hidden or unexpected issues discovered during the disassembly and diagnostic phase.
• Relying on vague warranty periods instead of explicitly stating the exact start date and duration of your parts and labor guarantees.
• Forgetting to document the cosmetic condition of the item at intake, leaving your shop open to false claims about pre-existing scratches or dents.

Frequently asked questions