Terms of Service

Cancellation, Rescheduling and No-Show Fees

Bookings cancelled or rescheduled 6 hours before the booking time will not be charged. Bookings cancelled or rescheduled within 6 hours of the appointment time are subject to a rebooking or cancellation fee of $40.

Custom iPhones staff will wait for a maximum of 15 minutes past the agreed appointment time in the event that you are late. Please phone ahead to notify staff if you are running late so we can reschedule your appointment at a later time.

In the event that you do not show up 15 minutes past the agreed appointment time your card may be automatically charged a rebooking or cancellation fee of $40.

Pre-Repair Inspection

Prior to starting your repair, our repair technicians will perform a full test and diagnostic to determine the condition of your device before repair. This is done as to be sure that our repair has not affected any features or functions that were previously working.

You will be advised in the event that we are not able to complete all tests. For example, if your device was locked, device is flat, or the screen is broken we will not be able to test certain features such as True Tone or biometrics.

Data Loss

Prior to your repair Custom iPhones recommends that you complete a full backup of your device. Data loss occurring during or due to the repair process is a very rare event but making a backup is a good safeguard against any potential issues.

Please Note: Custom iPhones cannot be held liable in the event of any data loss to your device as a result of a repair on your device.

True Tone Functionality

Following the release of iOS 12 a software change was made by Apple that impacted the True Tone functionality on devices from the iPhone 8 and up. As a result, some screen replacements completed by a Custom iPhones repair technician may not support the True Tone functionality correctly.

Custom iPhones now uses reprogramming tools to reprogram the True Tone functionality on refurbished displays.

Warnings on Certain Devices

In addition to the loss of True Tone on the iPhone 8 and up certain iPhones may display a warning when your device is unable to determine whether the replacement part is genuine.

This is a part of a plan Apple has continually taken to try and limit and stop the ability Third Party repairers have to repair your device. This is an attempt to monopolise the repair market and does not at all mean Custom iPhones isn’t using high quality parts.

Custom iPhones now uses special tools and chips to remove the warning on most aftermarket and refurbished displays.

Biometrics (Touch ID / Face ID)

If your device is equipped with a biometric sensor (Touch ID or Face ID) there is a very small risk that the sensor may become damaged either during or after repair. In some cases, these functions may become inoperable even with the extreme care and attention exercised by our repair techs.

The Touch ID function is paired to the board and is clipped in place with a little cable under the screen and if broken will become non-working. The Face ID function is paired to the board as well and is apart of the front camera assembly and if anything comes in contact with the sensor it will short and become inoperable.

Liquid Damage

After our repair process if your device was marketed with being water resistant it may not be anymore. iPhones have an adhesive seal around the display and Custom iPhones will replace that seal to give your device the same degree of water resistance when the device was new.

Returns & Refunds

Custom iPhones will not accept a refund or return on an item or part that is not in its original condition, is damaged or is missing parts for reasons not due to our error.

In some cases you may be offered a replacement item or part. In this case we will charge for the whole price of the part.

Custom iPhones reserves the right to deny a refund or return for any reason.

Repair Warranty Information

For details on our repair warranty or our standard 30 day warranty please see https://customiphones.com.au/repair-warranty.

When you purchase a product or service from Custom iPhones you automatically agree to these Terms of Service.

We reserve the right to update, change or replace any part of these Terms of Service at any time.

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