Terms of Service

These terms are an agreement between you and Primefix Kenya () (“we”, “us”). They apply every time you book a repair through this website or app. By ticking “I agree” when you book, you accept the version of these terms shown at that time.

The booking system is provided to us by a technology supplier that acts only on our instructions. Your contract is with Primefix Kenya.

• We arrange for your device to be collected from you, diagnose it, quote for the repair, repair it if you accept, and arrange for it to be returned to you, or you may collect it.
• We are an independent repair shop. We are not the manufacturer of your device and repairs may affect any remaining manufacturer warranty.
• Each quote states whether a part is genuine, original-equipment or a compatible replacement.

• You sign in with your mobile number and a one-time code. Keep your phone secure: anyone with your code can act on your bookings.
• You must be at least 18, or have a parent or guardian book for you.
• Keep your contact details up to date so riders and technicians can reach you.

When you book you tell us the device, its IMEI or serial number, the fault, its condition and what accessories you are sending, and you take photos of it. You confirm that:

• the information and photos are accurate; and
• you own the device or are authorised by its owner to have it repaired.

We may refuse or stop work on a device that appears to be reported lost or stolen, and we may be required by law to report it to the authorities.

Pickups and returns are carried out by TumaBoda, an independent courier, on our behalf. TumaBoda’s own terms of carriage apply to the delivery itself. We share with TumaBoda only what it needs to deliver: your name, phone number, address and directions, a short description of the item and its declared value.

• Fees. The delivery fee is TumaBoda’s charge for the trip, passed on to you at cost and including TumaBoda’s VAT. It is shown before you pay.
• Verified handovers. Every handover is confirmed by scanning the rider’s TumaBoda QR code (or entering the TumaBoda delivery code). The app records the time, the rider, your location at pickup and the photos you took. This record is the agreed evidence of when the device changed hands and its declared condition.
• Declared value. The value you declare is passed to TumaBoda for courier cover. Declare the device’s true replacement value.
• Be available. Please be at the address during the time window you chose. If a pickup or delivery fails because you were not available, you may need to rebook and a further delivery fee may apply.

Who is responsible for the device, and when. Until the verified pickup handover, the device is in your care. From the verified pickup handover until we confirm receipt at the shop, and from the verified dispatch handover until delivery to you, it is in TumaBoda’s custody and any loss or damage in transit is dealt with under TumaBoda’s terms, up to the declared value, with our help in making the claim. From our verified receipt until we hand it to the return rider (or to you at the counter), it is in our care.

When your device arrives we check it against your declaration, read its IMEI or serial number and photograph it. If anything differs (for example damage not declared, a missing accessory or a different IMEI) we record it with photos and tell you in the app.

You can accept the report and let us continue, or ask for the device to be returned without repair, in which case the return delivery fee applies. If you disagree with an intake finding you may raise a dispute in the app at any time until 14 days after your repair is completed. We will review it against the photographic record and respond in writing.

• Pickup fee. Paid when you book: the delivery fee to bring your device to us plus our consultation and diagnosis fee of KES 500. The consultation fee pays for our diagnosis and is not refundable once your device has been collected. If you accept our quote, it is credited against the repair.
• Quotes. Itemised, in Kenya Shillings, and valid for 48 hours. You may accept, decline, or make up to 3 counter-offers. No repair work starts until you accept.
• Deposit. 50% of the accepted quote is payable before we start.
• Additional work. If we find more work is needed during the repair we send a separate quote. We only do it if you approve it; if you decline, we complete the original repair.
• Final balance. The accepted repair, any approved additional work and the return delivery fee, less what you have paid, are due before we dispatch your device. You receive a tax invoice.
• Payment. Online on Paystack’s secure page, by M-Pesa, card or bank, or in cash at the shop. You receive a receipt for every payment, from Paystack and in the app.

• You can cancel free of charge before paying the pickup fee.
• Once a TumaBoda rider has been booked, you can still cancel before collection, but the pickup fee is not refunded automatically.
• After collection and before you pay the deposit, you can cancel and have the device returned. The consultation fee and return delivery fee apply.
• After you pay the deposit, please contact us to cancel. We will refund any amount due for work not yet done, less the cost of parts already ordered for your device.
• We may cancel a job with a reason (for example if parts are unavailable) and will refund what is due.

• Back up your device before booking. Repairs can occasionally cause data loss, and we are not responsible for data you did not back up.
• We only use your device’s contents as far as needed to test the repair.
• If you share your passcode it is stored encrypted, shown only to the technician working on your device, and deleted when the job closes. You may prefer to remove it before sending the device.
• How we handle personal data is explained in our privacy policy.

Parts we fit and our workmanship are guaranteed from when the repaired device is returned to you, for the fault we repaired. A repair with an original (Service Pack) part, or a part we sell without a grade, is guaranteed for 90 days. With other parts it is guaranteed for the part's warranty: OEM (good quality) 14 days, Generic 3 days, or the days shown on the part; with parts of different grades, the shortest of them. A repair without such a part is guaranteed for 14 days. You choose the part quality when you book, your quote shows each part's grade and warranty before you accept it, and your job page shows the date your warranty runs to. The warranty does not cover new physical or liquid damage, or repairs by anyone else after ours. Raise a warranty claim from the job in the app. Nothing in these terms limits your rights under the Consumer Protection Act, 2012.

Parts bought from our shop are guaranteed against defects for the number of days shown on the part, counted from the day you receive your order. By grade: Service Pack (original) 90 days, OEM (good quality) 14 days and Generic parts 3 days; a part without a grade counts as original, 90 days; devices, accessories and tools14 days, unless the product says otherwise. Your order page shows the date it runs to. Bring the part back with your order number and we will replace it, or refund it if we can't. The warranty does not cover damage while fitting the part, or new physical or liquid damage. Nothing in these terms limits your rights under the Consumer Protection Act, 2012.

When your device is ready we ask you to choose delivery or collection and remind you. If a device remains unclaimed for 90 days after we notify you, we may deal with it in accordance with the Uncollected Goods Act (Cap. 38), after giving you the notices that Act requires.

We will carry out repairs with reasonable care and skill. Where the law allows, our liability for loss of or damage to a device while it is in our care is limited to the lower of its reasonable market value and the value you declared. We are not responsible for delays caused by events outside our reasonable control. Nothing in these terms excludes liability that cannot be excluded under Kenyan law.

Contact us first at 0700 099 026, or through the job in the app. We aim to resolve complaints within 14 days. These terms are governed by the laws of Kenya and disputes are subject to the jurisdiction of the courts of Kenya.