Terms & Conditions

These Terms & Conditions ("T&C") apply to all repair and service orders entered into between the customer and FixXpert (operator: Rami Naiim, Rautenstraße 26, 30171 Hannover, Germany — "FixXpert"), whether placed via the website, by email, by phone or in store. Conflicting terms of the customer do not become part of the contract unless FixXpert expressly accepts them in writing.

A consumer in the meaning of these T&C is any natural person who enters into a legal transaction for purposes that cannot predominantly be attributed to either their commercial or self-employed activity (§ 13 BGB).

The presentation of repair services, devices and prices on the website does not constitute a binding offer but a non-binding invitation to the customer to submit a repair request. By submitting the booking form or handing over the device, the customer makes a binding offer to enter into a service contract (Werkvertrag).

The contract is concluded once FixXpert confirms the repair request in text form (e.g. by email) or starts performing the repair. Automatic acknowledgements of an online booking do not constitute acceptance.

The prices shown on the website or in the booking form are non-binding indicative prices based on a standard repair and the information provided by the customer. The actual final price may differ after diagnosis, e.g. if additional damage, follow-on damage or special parts are required.

If the diagnosis reveals additional costs above the indicative price, FixXpert will inform the customer before starting the repair. The repair will only proceed with the customer’s express approval (e.g. by email, SMS or phone). If the customer rejects the additional costs, FixXpert may charge a reasonable diagnosis fee, provided this was expressly agreed before the diagnosis.

The customer warrants that they are the owner of the device or have the express authorisation of the owner to hand it in for repair.

Before handing over the device the customer is required to:

• create a complete data backup wherever possible;
• remove screen locks, activation locks (e.g. iCloud, Google FRP) and SIM cards as far as required for the repair;
• expressly point out existing pre-existing damage, water damage or prior repairs;
• remove any valuable accessories (case, memory card, SIM) themselves unless they are required for the repair.

FixXpert is liable without limitation under the statutory rules for damage caused by injury to life, body or health, for intent and gross negligence, and for damage falling within the scope of the German Product Liability Act.

In cases of simple negligence FixXpert is only liable for the breach of essential contractual obligations (cardinal duties) and only up to the amount of the foreseeable, contract-typical damage at the time the contract was concluded. Any further liability — in particular for indirect damage, lost profit or sentimental value — is excluded.

FixXpert is only liable for the loss of data if the customer has previously created or could have created a proper backup and FixXpert has caused the data loss with intent or gross negligence. In any event liability is limited to the typical effort required to restore the data from an existing backup.

Pre-existing damage, water damage or improper prior repairs will be documented at intake. FixXpert is not liable for such pre-existing damage or for follow-on damage that typically results from it.

Depending on availability and the customer’s choice, FixXpert uses original OEM spare parts or quality-equivalent components. The quality grade is shown in the booking form or the cost estimate before the order is confirmed.

Statutory warranty rights apply to the repair carried out and to the spare parts used. Excluded from warranty is any damage that occurs after the repair due to improper handling, drops, water exposure, intervention by third parties or normal wear and tear (e.g. battery wear).

If a device is no longer supported by the manufacturer or original spare parts are not available, FixXpert may decline the repair or offer it only with limited warranty.

Processing times are non-binding guideline values unless expressly promised as binding. They may be extended if spare parts are not available or in case of additional damage. FixXpert will inform the customer in such cases without delay.

Once completed, the customer will be notified by email, SMS or phone. For mail-in orders the device is returned to the address provided by the customer. The customer is required to pick up the device or arrange shipping within 90 days of the completion notice at the latest. After this period FixXpert may charge a reasonable storage fee.

Unless otherwise stated, all prices are in euros and include the statutory VAT. Payment is made after completion of the repair in cash or by EC/credit card in store. For mail-in orders prepayment or payment against invoice may also be agreed.

FixXpert may refuse to release the repaired device until the repair fee has been paid in full (statutory lien / right of retention).

If a device is not collected despite a written reminder with a deadline of at least four weeks and a notice of consequences, FixXpert is entitled to dispose of the device properly at the customer’s expense or to settle outstanding claims from the proceeds. Any proceeds above outstanding claims will be held for 30 days for collection and then paid out to the customer if the address is known.

The customer chooses whether communication takes place by email, SMS or phone. The customer ensures that the contact data provided is correct and that mailboxes are checked regularly. FixXpert is not liable for delays caused by incorrect or outdated contact data.

These T&C are governed by the laws of the Federal Republic of Germany, excluding the UN Convention on Contracts for the International Sale of Goods. Vis-à-vis consumers this choice of law applies only to the extent that mandatory legal provisions of the country of the consumer’s habitual residence are not thereby excluded.

Should any provision of these T&C be invalid, the validity of the remaining provisions shall not be affected. The EU online dispute resolution platform is available at https://ec.europa.eu/consumers/odr/. FixXpert is neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration body.