Albion
Albion
These terms apply to all repairs and services carried out by Albion / iStore. By leaving your device with us for inspection, diagnostics, or repair, you agree to these terms.
Third-Party / Unauthorised Parts
If your device contains third-party or unauthorised parts, Apple’s warranty or service coverage may be affected and certain repairs may not be possible.
Third-party parts may be of different quality or specification and could fail or be damaged during diagnostics or repair. If we believe a third-party part has been affected, we will explain why and provide a quotation to replace it with a genuine Apple part before continuing.
Where a repair cannot be completed safely or in accordance with Apple requirements, we may decline service.
Backup & Data
Repairs or diagnostics may require your device to be erased, updated, restored, or replaced.
You are responsible for ensuring you have a current, working backup before you leave your device with us. If you do not have a verified backup, you may permanently lose data.
We cannot guarantee data preservation and are not liable for data loss arising from the repair process, except where required by law or where caused by our failure to use reasonable care and skill.
Customer-Supplied Accessories / Items Left with Device
Please remove any cases, screen protectors, SIM cards, memory cards, adaptors, or other accessories before booking in your device, unless they are required to replicate the fault.
We are not responsible for any items left with the device unless they are specifically listed and acknowledged on your Service Order at check-in.
eSIMs and Whole Unit Replacements
If your device uses an eSIM, please note that an eSIM profile may be removed during diagnostics, repair, or software restore.
Where a whole unit replacement is provided, your original eSIM will not transfer to the replacement device. You will need to contact your mobile network provider to issue and activate a new eSIM.
We are not responsible for any carrier charges, delays, or loss of service relating to eSIM re-provisioning.
Passcodes / Passwords
To troubleshoot effectively, we may need access to your device.
iPhone / iPad (iOS/iPadOS):
If you do not wish to share your passcode, please ensure you have a valid backup and either:
Mac:
If the issue is not clearly software/user-related, please create a temporary administrator account and provide its password. Use a new password you have not used before and change it once your Mac is returned.
Important: We will never ask for your Apple Account (Apple ID) password. Please do not provide it.
Find My / Activation Lock
Before we can proceed with any repair, diagnostics, or service on your device, Apple’s Find My service (including Activation Lock) must be disabled. This is a mandatory requirement for all repairs.
Why Find My must be disabled:
Your responsibility – You must disable Find My:
Before check-in: Ideally, disable Find My on your device before bringing it to us (Settings > [Your Name] > Find My > Find My iPhone/iPad > toggle off).
At check-in: If Find My is still enabled at check-in, you must disable it in our presence using your Apple Account (Apple ID) and password.
Remotely: If you have device that can’t be used to switch off Find My on the device itself you can disable it remotely via iCloud.com, but you must do so before we can begin any work.
We cannot disable Find My for you: Only the owner of the Apple Account (Apple ID) linked to the device can disable Find My and Activation Lock. We do not have the ability to disable this feature, and we will not accept devices where the owner cannot or will not disable it.
Apple ID and password required: You must know your Apple Account email address and password to disable Find My. If you have forgotten your Apple ID or password:
Proof of ownership: Being able to disable Find My by signing in with the correct Apple Account credentials serves as verification that you are the legitimate owner of the device. If you cannot disable Find My:
If Find My is not disabled: If Find My / Activation Lock remains enabled and you cannot or will not disable it:
Re-enabling Find My after repair: After your device is repaired and returned to you, we strongly recommend you re-enable Find My for security and theft protection.
IMPORTANT: Never provide your Apple ID password to us or any repair service. We only need you to disable Find My yourself – we will never ask for your password.
Scope of Repair / Fault Replication
We will diagnose and repair the fault(s) described at check-in and recorded on the Service Order.
If the reported issue cannot be replicated, or if additional faults are identified during diagnostics, we will inform you before proceeding. Additional work may require a revised quotation and your approval.
Unforeseen / Hidden Damage
Some issues (including liquid damage, corrosion, impact damage, battery swelling, or previous repair attempts) may not be visible until the device is opened or tested.
If we discover additional damage that affects the repair, we will pause work and contact you with options and any revised costs before continuing.
Repair Process & Timing
We will provide an estimated repair time at check-in. This is an estimate only and not a guarantee.
In some circumstances repairs may take longer than estimated, including (but not limited to):
Parts availability: required parts are not immediately available from Apple or are on back-order.
Faulty/replacement parts: Apple supplies a part that is defective or not suitable and needs to be reordered.
Apple screening requirements: Apple requires the device to be sent to an Apple repair centre or screening facility for further assessment before the repair can continue.
Apple system issues: an Apple system outage or processing issue prevents us from completing the repair, ordering parts, or finalising Apple authorisation.
If any of the above situations occur, we will contact you as soon as possible with an updated timeline and, where relevant, options for proceeding.
All devices undergo a warranty and condition check at check-in. If our check shows the device is out of warranty, the repair will be chargeable unless you provide proof of purchase showing otherwise.
Service Fees
Service fee covers inspection and testing time, diagnostic report and all technicians labour and are payable even if you choose not to proceed with repair, unless the device is covered by Apple warranty or a Repair Extension Program.
Mac out-of-warranty service fee: (see Mac-Specific Terms below). Additional part fitting labour fee maybe applicable depending on the repair. Any charges will be clearly outlined in the repair estimate provided.
Insurance Reports & Quotations
If you require a written report, assessment, or quotation for insurance purposes, the following terms apply:
Insurance report fee: A fee will be charged for preparing insurance reports, assessments, or detailed quotations. This fee covers the time required to inspect the device, document the damage, research repair costs, and prepare a formal written report suitable for insurance claims.
Fee is payable in advance: The insurance report fee must be paid before the report is prepared and is non-refundable, regardless of whether you proceed with the repair or whether your insurance claim is successful.
What the report includes: Our insurance report typically includes:
Report validity: Insurance quotations and cost estimates provided in reports are valid for 30 days from the date of the report. Repair costs may change after this period due to parts availability, pricing changes, or discovery of additional damage during repair.
No guarantee of insurance acceptance: We provide reports to assist with your insurance claim, but we cannot guarantee your insurance company will accept the report, approve the claim, or agree with our assessment or costs. The final decision rests with your insurance provider.
Separate from repair: The insurance report fee is separate from and additional to any service fees or repair costs. If you subsequently authorise repair with us, the insurance report fee is not deducted from the repair cost.
Device collection after report: If you only require an insurance report and do not proceed with repair, you must collect your device within 30 days of the report being provided. After this, standard storage fees of £5 per day will apply.
Report ownership and use: The insurance report is prepared for your personal use in connection with your insurance claim only. You may provide the report to your insurance company, but it may not be used for any other purpose or provided to third parties without our written consent.
Limitations: Our reports are based on visual inspection and diagnostic testing at the time of assessment. Hidden damage, intermittent faults, or issues that only become apparent during repair may not be identified in the initial report. We are not liable for any additional costs discovered during repair that were not identified in the insurance report.
Parts Warranty
All repaired or replaced parts are covered by a 90-day warranty from the date of repair completion, or the remainder of your existing Apple warranty/service coverage, whichever is longer.
Collection, Storage & Uncollected Devices
Please collect your device within 30 days of repair completion.
After 30 days, a storage fee of £5 per day will apply.
If a device remains uncollected after 60 days, we will make reasonable attempts to contact you (e.g., phone/SMS/email).
If we do not hear from you within 14 days of our final notice, we may dispose of or recycle the device. Any storage fees accrued remain payable.
We act as an involuntary bailee for uncollected devices ((meaning we hold them on your behalf) and will follow statutory notice procedures before disposal or sale.
Quotations, Approvals & Cancellations
Written quotations are valid for 14 days unless stated otherwise.
We will not proceed with chargeable repairs or additional parts without your approval.
Once you approve a quotation and we have ordered parts or begun work, you may not be able to cancel without incurring costs already incurred. This does not affect your rights if parts or services are faulty.
Unless stated otherwise, quotations are for Apple exchange pricing, and any faulty parts are returned to Apple as part of the repair process.
Unresponsive Customer / Repair Pause
If we contact you to approve a quote, request further information, or advise of a change to the repair cost or scope and you do not respond within 7 days, we will pause the repair.
If we still do not receive a response within 14 days of our first contact, we may close the service order and require you to collect the device unrepaired. Any service fees or part costs already incurred will remain payable.
Storage and uncollected-device terms set out in the “Uncollected Devices” section will apply from the date the service order is made ready for pickup.
Authorisation
By signing the Service Order, you authorise us to perform diagnostics and the agreed repair.
If we contact you for approval of additional work, your approval by signature, email, SMS, or recorded call is valid authorisation to proceed.
Payment
Payment for authorised repairs and parts is due in full on collection of your device, unless otherwise agreed in writing.
If a credit account has been opened with a company, payment is due within 30 days of invoice date.
Right to Refuse Service
We reserve the right to refuse service in the following circumstances:
Where we decline to provide further services on these grounds, we will complete any work already in progress (subject to payment) and return your device. We may require immediate payment and collection in such circumstances.
Apple Service Replacement Devices
If the repair strategy requires device replacement, you will receive an Apple Service Replacement device supplied directly by Apple.
Service Replacement devices may contain new or refurbished genuine Apple parts that meet Apple functional standards. They have the same functionality, appearance, and finish as a new device, but are priced lower than a new retail unit because your old device is exchanged and returned to Apple.
Service Replacements include only the Apple device — no accessories or retail packaging. The replaced device becomes Apple’s property.
Apple Diagnostics & Data Shared with Apple
Apple Service Toolkit may be run on your device. This sends Apple diagnostic results, hardware configuration details, and certain software information (such as operating system and installed Apple applications on detected storage).
Logs are stored locally for a limited time only. This information is not shared with third-party companies. By agreeing to these terms, you consent to this data being shared with Apple for diagnostic purposes.
Software, Beta OS & Updates
Repairs may require operating system updates, reinstalls, or firmware restores to complete diagnostics or return the device to working order.
If your device is running beta software (including iOS/iPadOS/macOS developer or public betas), this must be removed and the latest public release of the operating system installed to ensure compatibility with Apple diagnostics and repair tools. This may require erasing your device. We will notify you before removing beta software.
We are not responsible for changes to settings, app compatibility, or third-party software following required updates or reinstalls, unless caused by our failure to use reasonable care and skill.
iOS/iPadOS Device Restore
As part of the diagnostic or repair process for iPhone and iPad devices, we may need to perform a device restore. A restore returns the device to factory settings and erases all content and settings. The following applies:
When a restore may be required:
What a restore does:
CRITICAL – Data will be permanently lost: A restore will permanently delete all data on your device. This data cannot be recovered unless you have a backup. You must ensure you have a current, verified backup before authorising any work that may require a restore.
Your authorisation: By signing the Service Order and leaving your device with us, you authorise us to perform a device restore if we determine it is necessary for diagnosis or repair. If the issue reported at check-in is likely to require a restore, we will inform you at that time.
Backup verification: We strongly recommend you verify your backup is complete and can be successfully restored before leaving your device for service. We cannot verify your backup for you.
After the restore: Your device will be returned in factory condition. You will need to:
No liability for data loss: We are not liable for any data loss resulting from a device restore, including where:
If you do not have a backup or do not wish to authorise a restore, we may be unable to complete diagnostics or repair your device.
Device Configuration & Additional Components
Unless recorded on the Service Order at check-in, we assume the device is in its standard Apple configuration.
We are not responsible for third-party or additional components not documented at check-in (such as RAM, expansion cards, or storage upgrades). Please tell us about any modifications so they can be documented.
Proof of Purchase Requirements
To validate warranty coverage and establish ownership, proof of purchase may be required for:
The device itself (to confirm warranty status and purchase date)
Additional components or upgrades not part of the original Apple configuration (such as RAM, expansion cards, or storage upgrades)
Acceptable proof of purchase includes: original receipt, invoice, or order confirmation showing the purchase date, retailer, and device serial number or description.
If proof of purchase cannot be provided and our systems show the device as out of warranty, the repair will be charged at out-of-warranty rates. We are not responsible for additional components or accessories not documented at check-in if proof of purchase is not provided.
Pre-existing / Age-Related Issues
Devices may fail due to age, wear, or unrelated pre-existing faults. We are not liable for failures unrelated to the repair carried out, unless caused by our lack of reasonable care and skill.
Loan / Replacement Devices
Loan devices are not guaranteed and are subject to availability. We do not provide temporary data transfer or setup unless agreed in advance and may charge for these services.
Data Transfer Services
If you request data transfer services (for example, transferring data from an old device to a repaired or replacement device), the following terms apply:
Migration Assistant: We may use Apple’s Migration Assistant or similar authorised tools to facilitate the transfer. This tool connects your devices and copies data including user accounts, applications, documents, settings, and preferences.
Manual transfer: If Migration Assistant fails or is not suitable, we may perform a manual transfer of your data. Manual transfers typically include documents, photos, music, and other user files, but may not include all applications, settings, or system configurations.
Data transfer limitations:
Your responsibility: You must ensure you have a valid backup before any data transfer begins. We strongly recommend verifying the transferred data is complete and correct before the source device is erased or returned.
Data transfer charges: Data transfer services may be charged separately and are not included in standard repair costs unless explicitly stated. Time-based charges may apply for manual transfers.
No guarantee of completeness: While we will make reasonable efforts to transfer your data completely and accurately, we cannot guarantee that all data, applications, settings, or configurations will transfer successfully. We are not liable for:
By requesting data transfer services, you acknowledge these limitations and agree that the transfer is performed on a reasonable-efforts basis.
Customer Contact Details & Obligations
You are responsible for providing accurate contact details (phone, email, and postal address). If we cannot reach you after reasonable attempts, repairs may be delayed or paused, and storage fees may apply after completion.
When collecting your device: You must provide valid photographic identification (such as a driving licence or passport) to verify your identity. This is required for security purposes and to prevent unauthorised collection of devices.
Cosmetic Condition
We take reasonable care when handling devices. We are not responsible for pre-existing cosmetic damage (e.g., scratches, dents, wear).
If new cosmetic damage occurs due to our failure to use reasonable care and skill, we will address it.
Mac-Specific Terms
If your Mac is out of warranty, an initial service fee will be taken at check-in. After diagnostics, any additional parts or repairs will be quoted and require your approval.
Payment for parts/repairs is due in full upon collection. The initial service fee is non-refundable unless Apple later covers the device under a Repair Extension Program (REP).
iPhone / iPad (iOS/iPadOS)-Specific Terms
All iOS devices undergo an inspection at check-in and again before repair. If the device fails Apple warranty inspection criteria, warranty coverage may be declined. If this occurs, we will explain the reason and provide an out-of-warranty quotation for approval before proceeding.
In some cases, we may need to re-quote after inspection or diagnostics; we will always seek your approval before continuing.
Payment for any authorised repair is due in full on collection.
Liability
We are responsible for providing services with reasonable care and skill.
We are not liable for indirect or consequential losses, or for loss or damage that was not reasonably foreseeable.
Nothing in these terms excludes or limits liability for:
Force Majeure
We are not liable for delays or failures in providing services caused by events beyond our reasonable control, including but not limited to:
In such circumstances, we will inform you as soon as reasonably possible and make reasonable efforts to minimise the impact on your repair. If the delay extends beyond 90 days, you may have the right to cancel the repair and receive a refund of any payments made, less any costs already incurred.
Environmental Disposal
Any devices that are disposed of or cannot be repaired will be recycled in accordance with Waste Electrical and Electronic Equipment (WEEE) regulations and relevant environmental legislation.
Nothing in these terms affects your statutory rights.