1. The device and requested work
The shop and customer agree the device, reported fault, condition, and accessories listed on the job card. The customer confirms ownership or authority to request the repair. A condition checklist records observations; it does not waive responsibility for later damage caused by the shop.
Remove unnecessary SIM or memory cards where practical and tell the shop about data or functions that need special care. Back up important information if possible. This request does not exclude the shop’s duty to exercise due care.
2. Estimates, fees, and approval
The shop will explain any diagnostic fee, deposit, estimate, tax, parts, and labour charge before the customer authorises the relevant work. A diagnostic fee applies only if it was disclosed and agreed; declining a repair does not create an undisclosed fee.
Work requiring additional approval will not proceed merely because the device has been handed in. The shop will seek approval for a material increase in price or change in scope and record what was agreed, when, and by which channel.
Completion dates are estimates unless expressly guaranteed. The shop will communicate a material delay and discuss the available options. Deposits will be applied or refunded according to the agreed work and applicable law.
3. Limited device access
If an unlock method is necessary, the shop will explain the specific diagnostics or tests requiring access. Authorisation is limited to that work and the tests reasonably needed to confirm it. The customer may ask to unlock the device in person or discuss another practical method.
No permission is given to browse unrelated photos, messages, files, financial apps, or accounts. Apple ID, Google account, banking passwords, card security codes, and one-time passwords must not be requested as routine repair credentials.
The shop will explain any risk of data loss or need for a reset before obtaining the relevant approval. An external specialist will be used only under the arrangement explained to the customer and with appropriate data handling.
4. Collection, warranty, and uncollected devices
The shop will record completion, the work performed, the amount due, and the applicable repair warranty. The customer should have a reasonable opportunity to check the device on collection. Signing for collection does not remove a remedy for a hidden fault or a legal obligation that cannot be waived.
Any commercial warranty period and permitted exclusions must be stated before agreement. Statutory protections remain available where applicable.
If a device is not collected, the shop will attempt contact and follow applicable law. A reminder period in the software does not automatically authorise storage charges, sale, disposal, or transfer of ownership. Any such charge or action requires a separately established lawful basis and the necessary notices.
5. Complaints and mandatory rights
Contact the shop using the details on the job card if something is wrong. The shop will assess the issue and any appropriate repair, refund, compensation, or other remedy under Sri Lankan law.
Nothing in this template excludes rights that cannot lawfully be excluded, removes responsibility for the shop’s own lack of due care, or prevents a complaint to a competent authority or court.