Home repair terms – the essentials

SnapCases Ltd (company no. 16719484), 224 High Street, Sutton SM1 1NT · 0208 150 7952 · info@snapcases.co.uk

These terms apply when you book a SnapCases repair at your home through snapcases.co.uk. You accept them when you tick the box before paying. They sit alongside our store terms of service and privacy policy. Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015.

1. Your booking

• You pay the repair price and the home visit fee online when you book. The total is shown before you pay.
• Your booking is confirmed when you receive our confirmation email. We'll email you a private tracking link.
• Home visits run from 7pm to 1am. You'll get a 15-minute arrival window. If we're running late because of traffic or an earlier repair, we'll contact you.
• The home visit fee depends on your area (Zone 1–5) and is higher for visits from 11pm to 1am.

2. Before we arrive

• Someone aged 18 or over must be at the address for the whole visit.
• Please back up your phone where you can. We take care with your data, but a repair can occasionally reset a device. We're not responsible for lost data.
• Please have your passcode ready, or be there to unlock the phone, so we can test it before and after the repair.
• Please turn off "Find My" (iPhone) or remove your Google account lock only if the technician asks. Some repairs and tests need it.
• We need a safe, well-lit table or surface to work on.

3. The repair

• Before starting, the technician checks your phone with you. If it needs a different repair from the one you booked, we'll tell you the price first. We only go ahead if you agree, and we refund any difference.
• If we can't repair your phone on the night, we refund the repair price and you pay only the home visit fee.
• Phones with water damage, a bent frame or previous repairs by others may have hidden faults. We'll tell you about any risks before we start.
• Some original parts (for example, an iPhone screen not fitted by Apple) can show a "non-genuine part" message in Settings. This doesn't affect how the part works.
• The technician may decline or stop a visit if they feel unsafe, or if no adult is present. If this happens, the visit fee is not refunded.
• Every visit includes a free phone health check and clean. Screen replacements include a free screen protector, fitted on the night.

4. Changes and cancellations

• You can change or cancel free of charge up to 24 hours before your visit. Call or WhatsApp us on 0208 150 7952.
• If you cancel less than 24 hours before, or nobody is home when we arrive (we'll wait 10 minutes and try to call you), we refund the repair price but keep the home visit fee.
• If we need to cancel, we'll offer you another time or a full refund.

5. Warranty

• Every home repair has a 1-year warranty on the part we fitted and our work.
• The warranty doesn't cover new accidental damage (drops, cracks, liquid), damage from misuse, or repairs or opening by anyone else after our visit.
• To claim, contact us with your order number. We'll fix warranty faults at our Sutton store or arrange another home visit.
• Free gifts such as screen protectors aren't covered by the warranty.

6. Your data and privacy

• We only use your name, address and phone number to carry out the visit and contact you about it. We don't look at your photos, messages or other personal content.
• Our booking page only shows the date, time and rough area of booked visits. It never shows names or addresses.

7. Liability

• We take reasonable care of your phone and your home. We're responsible for loss or damage we cause through our negligence.
• We're not responsible for faults that existed before the repair, or for business losses.

8. Complaints

If something isn't right, please call or WhatsApp us on 0208 150 7952 or email info@snapcases.co.uk. We'll do our best to sort it quickly.

Last updated: 27 October 2026.