Terms and Conditions — Mail-In Console Repair Service

VS Labs Repairs Limited
Trading address: 12 Thomas Palin Close, Telford, Shropshire, TF3 4TP
Email: support@vslabsrepairs.co.uk · Telephone: +447346814809
Limited company no. 17365552, registered in England and Wales
Version 1.0 — effective 29/07/26

1. About these terms

1.1 These terms and conditions ("Terms") govern the mail-in repair service (the "Service") we provide to you. Please read them carefully before sending us your device. By booking a repair and sending us your device, you confirm that you accept these Terms.

1.2 In these Terms, "we", "us" and "our" means VS Labs Repairs Limited. "You" and "your" means the person booking the repair. "Device" means the console, accessory or other item you send to us.

1.3 If you are a consumer (buying for purposes wholly or mainly outside your trade, business, craft or profession), nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or any other applicable consumer protection law.

1.4 If you are contracting as a business, sections 16 (Cancellation) and the consumer-specific provisions in section 15 do not apply to you.

1.5 We may update these Terms from time to time. The version in force is the version published on our website at the time you book your repair; we will provide you with a copy on a durable medium (for example, by email) when your booking is confirmed.

2. Independence from manufacturers

2.1 We are an independent repair provider. We are not an authorised service provider for, affiliated with, endorsed by, or sponsored by Sony Interactive Entertainment or any other manufacturer. "PlayStation", "PS5" and related marks are trade marks of their respective owners and are used here only to describe the devices we repair.

2.2 Repairs carried out by us will, in most cases, void or invalidate any remaining manufacturer's warranty on your Device. It is your responsibility to check whether your Device is still covered by a manufacturer's warranty before instructing us. We accept no liability for the loss of any manufacturer's warranty, extended warranty or retailer guarantee resulting from work you have asked us to carry out.

3. The Service

3.1 We provide diagnosis and repair of consumer electronic devices, including board-level and component-level repair.

3.2 We will carry out the Service with reasonable care and skill, using appropriately qualified technicians.

3.3 Repairs may be carried out using new, refurbished, reclaimed or compatible replacement components. Where a component is not available from the original manufacturer, we will use a functionally equivalent part. If you require original manufacturer parts only, you must tell us in writing before we begin work; we may not be able to accept the repair on that basis.

3.4 We may decline any repair at our discretion, including where the Device is beyond economic repair, where we cannot source parts, where the Device has been modified, or where we have reason to believe the Device is stolen or the request is unlawful.

4. Booking, quotations and formation of the contract

4.1 A booking is a request by you for us to inspect and, if possible, repair your Device. Our three fixed-price repairs — PS5 no-display (£75), controller stick drift (£30) and controller TMR (£40) — are fixed prices, payable on booking, and are not estimates. Prices for any other repair shown on our website or in an online quote form are estimates based on the information you provide and are not binding until we have physically inspected the Device.

4.2 A binding contract is formed when we confirm in writing (including by email) that we accept your booking.

4.3 On receipt of your Device we will carry out a diagnosis. If the fault, the work required or the cost differs from the initial estimate, we will contact you with a revised quotation before carrying out any chargeable work. No chargeable work will be carried out without your approval.

4.4 If you do not approve a revised quotation, we will return the Device to you in accordance with section 7, unless section 6.4 applies.

4.5 Quotations are valid for 14 days from the date issued.

5. Sending your Device to us

5.1 You are responsible for packaging your Device securely and for the cost, risk and insurance of sending it to us, unless we have expressly provided a prepaid, insured shipping label.

5.2 Your Device remains at your risk while in transit to us. We strongly recommend you use a tracked and insured service and retain proof of postage. We are not liable for loss of or damage to a Device that occurs before it is signed for at our premises.

5.3 You must not send accessories, cables, controllers, discs, memory cards, external storage or personal items unless we have specifically asked for them. We accept no responsibility for items sent that were not requested.

5.4 You confirm that you are the owner of the Device, or that you have the owner's authority to instruct us to carry out the work.

5.5 You must tell us before sending the Device if it has been dropped, exposed to liquid, previously opened, or previously repaired or attempted to be repaired by anyone else (including yourself). Failure to disclose this may affect the price, the outcome and your rights under section 6.

6. No fix, no fee — and third-party tampering

6.1 No fix, no fee. If we are unable to repair your Device, we will not charge you any diagnostic or labour fee for the attempted repair.

6.2 Where section 6.4 does not apply, we will also return your Device to you at our cost.

6.3 A repair is treated as unsuccessful (a "no fix") where, following diagnosis and attempted repair, the reported fault has not been resolved.

6.4 Third-party tampering. Where a no fix arises wholly or partly because the Device has previously been opened, disassembled, modified, reworked or repaired (or an attempt at any of those has been made) by anyone other than us or the manufacturer's authorised service network, you will be liable to pay 100% of the return shipping cost. Where payment for the repair has already been taken (for example under section 9.2 for a fixed-price repair), that payment will not be refunded and the return shipping cost under this section will instead be retained from it. This charge reflects our costs of returning a Device that could not be repaired because of damage or interference we did not cause and were not told about.

6.5 We will not apply the charge in section 6.4 without first:

• (a) notifying you that we have found evidence of prior tampering;
• (b) telling you what we found and, where possible, providing photographs; and
• (c) telling you the exact amount payable before we return the Device.

6.6 Examples of evidence of prior tampering include (without limitation): broken, missing or replaced security seals or tamper labels; missing, damaged, mismatched or incorrect screws; damaged screw heads or casing clips; non-factory solder work, flux residue, jumper wires, hot glue, tape or conformal coating; lifted, missing or bridged pads and traces; replaced or non-original components; and reflow or reball work on BGA components.

6.7 Section 6.4 does not apply where the prior work was carried out by us, or by the manufacturer or its authorised service network.

6.8 We will tell you clearly, before you book, that this charge may apply. If, in your booking, you disclose that the Device has previously been opened or worked on by a third party, we will confirm before you send it whether section 6.4 will apply.

7. Return of your Device

7.1 We will return your Device by tracked courier to the address you give us. It is your responsibility to give us a correct and complete return address.

7.2 Where a repair charge or a charge under section 6.4 is payable, we will return the Device once payment has cleared.

7.3 Risk in the Device passes back to you on delivery to the return address. Where you have chosen or requested a particular carrier or service, or asked us to leave the Device in a safe place or with a neighbour, we are not responsible for loss or damage after delivery in accordance with those instructions.

7.4 You must inspect the Device on receipt and tell us in writing within 7 days of any transit damage or of any issue with the work carried out.

8. Turnaround times

8.1 Any turnaround time we give is an estimate only and is not a condition of the contract, unless we have expressly agreed a guaranteed date in writing.

8.2 Delays may arise from parts availability, courier delays, the need for further diagnosis, or the discovery of additional faults. We will keep you informed of any material delay.

9. Prices and payment

9.1 Prices are in pounds sterling. We are not currently VAT registered and no VAT is charged.

9.2 Payment for the three fixed-price repairs (section 4.1) is due on booking. When you submit a repair request we immediately email you a secure payment link. Your booking is confirmed once that payment has cleared, and we will not begin work, issue shipping instructions or arrange a collection before it does. Payment for any other repair is due on completion of the repair and before the Device is returned, unless otherwise agreed in writing. Refunds are handled in accordance with sections 6 and 16.

9.3 We accept card payments, processed by Stripe. We do not store your full card details.

9.4 If you are a business customer and payment is not made when due, we may charge interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.

9.5 Where payment has been taken for a fixed-price repair, a no fix (section 6) is refunded in full, except where section 6.4 applies, in which case the return shipping cost is retained from the refund as set out in that section.

10. Warranty on our work

10.1 We warrant our repair work and any parts we supply for 90 days from the date we return the Device to you ("Warranty Period").

10.2 The warranty covers the specific fault we repaired and the specific components we replaced. If the same fault recurs within the Warranty Period, we will re-repair the Device free of charge, or refund the amount you paid for that repair, at our option. We will cover shipping both ways for a valid warranty claim.

10.3 The warranty does not cover:

• (a) new or unrelated faults, including faults in other components;
• (b) accidental damage, impact damage, liquid damage or misuse occurring after return;
• (c) damage caused by power surges, faulty peripherals, third-party accessories or unofficial firmware or modifications;
• (d) normal wear and tear or consumable items;
• (e) any Device that has been opened, modified or worked on by anyone other than us after our repair; or
• (f) faults caused by an underlying condition we identified and told you about in writing before returning the Device (for example, corrosion elsewhere on the board).

10.4 This warranty is in addition to, and does not affect, your statutory rights.

11. Devices that cannot be repaired or reassembled

11.1 Board-level repair is inherently invasive. Where a Device has significant pre-existing damage (for example corrosion, prior tampering, lifted pads or heat damage), there is a risk that it cannot be returned to the condition it was received in, or cannot be fully reassembled. Where we consider that risk to be material, we will tell you before proceeding and ask for your approval.

11.2 Subject to section 15, we are not liable for further deterioration of a Device that occurs in the course of a reasonable and competent attempt at repair that you have approved on that basis.

12. Uncollected and abandoned Devices

12.1 If a repair is completed (or declined, or a quotation refused) and you do not pay any sum due or do not respond to our attempts to arrange return, we will contact you at the email address and telephone number you have given us.

12.2 If we receive no response within 90 days of our first notice, and after giving you final written notice of our intention to do so, we may sell or otherwise dispose of the Device under the Torts (Interference with Goods) Act 1977. We will deduct any sums owed to us and the reasonable costs of sale, and account to you for any balance.

12.3 Any Device disposed of will be handled in accordance with the Waste Electrical and Electronic Equipment Regulations where applicable.

13. Your data on the Device

13.1 You are responsible for backing up any data on your Device before sending it to us. We do not provide a data backup or data recovery service unless separately agreed in writing.

13.2 Where possible, we recommend you sign out of and deactivate your accounts, and where the Device is functional, perform a factory reset before sending it. Please tell us in writing if you cannot do this.

13.3 Repair work may require us to power on the Device, access system menus, run diagnostics, or replace storage. In the course of this we may incidentally see limited information such as a user profile name or a system serial number. We do not access, copy, browse or extract your saved games, media, messages or account content, and we do not ask for your account passwords. Please do not send us your account credentials.

13.4 Some repairs — including replacement of storage components or a system-level restore — will result in the permanent loss of data on the Device. Where we know this is likely, we will tell you before proceeding.

13.5 Subject to section 15, we are not liable for loss of or damage to data on the Device.

14. Recording of repairs

14.1 We routinely make video and photographic recordings of the repair process. Recordings are made for the following purposes:

• (a) evidencing the condition of the Device on arrival and on return, and evidencing the work carried out;
• (b) quality assurance, training and internal review;
• (c) resolving disputes, insurance claims and complaints; and
• (d) marketing, educational and promotional content, including publication on our website and social media channels.

14.2 Recordings are of the Device and the workbench only. They are framed and, where necessary, edited so as not to show your name, address, contact details, paperwork, account names, profile names or any other information that identifies you. Serial numbers and other unique identifiers are obscured or omitted before publication.

14.3 We do not record or publish anything that would allow you to be identified without your separate, specific written consent, which you are free to give or withhold and may withdraw at any time.

14.4 If you would prefer that no recording of your Device is used for the purposes in section 14.1(d), please tell us in writing when you book, or at any time before your Device is returned, and we will exclude it. This will not affect the price, the priority or the outcome of your repair. Recordings will still be made and retained for the purposes in sections 14.1(a) to (c), which we rely on to protect both parties.

14.5 We retain recordings for the periods set out in section 17.7.

15. Our liability

15.1 Nothing in these Terms limits or excludes our liability for:

• (a) death or personal injury caused by our negligence;
• (b) fraud or fraudulent misrepresentation;
• (c) any matter for which it would be unlawful to limit or exclude liability, including your rights under the Consumer Rights Act 2015; or
• (d) breach of your rights under data protection legislation.

15.2 Consumers. We are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable. We are not liable for business losses; if you use the Service for any commercial or business purpose, sections 15.3 and 15.4 apply.

15.3 Business customers. We are not liable for loss of profit, loss of business, loss of revenue, loss of anticipated savings, loss of goodwill, loss of data, or any indirect or consequential loss.

15.4 Cap on liability. Subject to section 15.1, our total liability arising out of or in connection with a repair is limited to the greater of (a) the total charges paid by you for that repair and (b) the fair market value of the Device in the condition in which we received it, immediately before the loss or damage. We do not accept liability for the retail or replacement value of a new equivalent device.

15.5 It is your responsibility to declare a correct value when arranging inbound shipping and to insure accordingly.

16. Your right to cancel (consumers only)

16.1 As the contract is concluded at a distance, you have the right to cancel within 14 days of the day the contract is concluded, without giving a reason.

16.2 To cancel, tell us clearly in writing before the 14-day period expires — for example by email to support@vslabsrepairs.co.uk. You may use the model cancellation form in the Schedule below, but you do not have to.

16.3 Starting work during the cancellation period. If you ask us to begin the Service during the 14-day cancellation period, you expressly request that we do so. In that case:

• (a) if you then cancel, you must pay us a proportionate amount for the work performed up to the point you told us you were cancelling; and
• (b) you lose the right to cancel once the Service has been fully performed, and you acknowledge this at the point of booking.

16.4 We will refund any sums due within 14 days of the day we are told of the cancellation, using the same means of payment you used, unless you agree otherwise. Where you have cancelled and the Device is with us, we will return it to you; where the cancellation is not due to any fault of ours, return shipping is at your cost.

16.5 The cancellation right applies to the repair contract and not to shipping already incurred at your request.

17. Data protection and privacy

We take your privacy seriously. This section, together with our Privacy Notice at /privacy, explains how we handle your personal data under the UK GDPR and the Data Protection Act 2018.

17.1 Who we are

VS Labs Repairs Limited of 12 Thomas Palin Close, Telford, Shropshire, TF3 4TP is the data controller for the personal data described here. You can contact us about data protection at support@vslabsrepairs.co.uk.

We are registered with the Information Commissioner's Office under registration number ICO:00014970546.

17.2 What we collect

• Identity and contact data: your name, billing address, return address, email address and telephone number.
• Device data: make, model, serial number, fault description, repair history you disclose to us, and diagnostic data generated during the repair.
• Transaction data: quotations, invoices, payment status and correspondence. (Card payments are processed by our payment provider; we do not store full card details.)
• Recordings: video and photographic records of the repair process, as described in section 14.
• Correspondence: emails, messages and call notes.
• Website data: if you use our website, technical and usage data as set out in our Cookie Policy at /cookies.

17.3 Where we get it

Almost all of this comes directly from you. Some technical data is generated by the Device or by our diagnostic equipment during the repair, and some is generated by our website and payment provider.

17.4 Why we use it, and our lawful basis

Purpose	Lawful basis
Providing quotations, carrying out the repair, arranging shipping	Performance of a contract with you (Art. 6(1)(b))
Taking payment and issuing invoices	Performance of a contract (Art. 6(1)(b))
Keeping accounting and tax records	Legal obligation (Art. 6(1)(c))
Handling warranty claims, complaints and disputes	Contract (Art. 6(1)(b)); legitimate interests in defending our position (Art. 6(1)(f))
Recording repairs for evidence, quality assurance and training (s.14.1(a)–(c))	Legitimate interests — protecting both parties by evidencing the condition of the Device and the work done, and maintaining repair quality (Art. 6(1)(f))
Publishing anonymised repair footage for marketing and education (s.14.1(d))	Legitimate interests — promoting our business and sharing repair knowledge, balanced against your interests by removing identifying information and offering the opt-out in s.14.4 (Art. 6(1)(f))
Sending marketing emails about our services	Consent (Art. 6(1)(a)), or the soft opt-in under PECR for existing customers — you can unsubscribe at any time
Preventing fraud and handling suspected stolen goods	Legitimate interests; legal obligation

Where we rely on legitimate interests, we have carried out a balancing assessment and consider that our interests are not overridden by your rights and freedoms. You can ask us for a summary of that assessment, and you have the right to object (see section 17.8).

17.5 Who we share it with

• Couriers and postal operators, to collect and deliver your Device (name, return address, telephone, email).
• Payment processors, to take payment.
• Parts suppliers, only where a serial number or model number is needed to source a part.
• IT, accounting, hosting and email providers, acting as our processors under written contracts.
• Professional advisers, insurers and regulators, and law enforcement where we are legally required to disclose.

We do not sell your personal data, and we do not share it for third-party marketing.

17.6 International transfers

Some of our suppliers store data outside the UK. Where that happens, we ensure an appropriate safeguard is in place — either UK adequacy regulations or the International Data Transfer Agreement / the UK Addendum to the EU Standard Contractual Clauses. You can ask us for details.

17.7 How long we keep it

Data	Retention period
Repair job records, quotations, correspondence	6 years from completion (limitation period and warranty administration)
Accounting and tax records	6 years from the end of the relevant financial year (HMRC requirement)
Repair recordings not published	12 months from completion, then deleted — extended where a dispute, warranty claim or insurance claim is open or reasonably anticipated
Published (anonymised) repair content	For as long as it remains published; anonymised so that it does not identify you
Marketing contact details	Until you unsubscribe, or 24 months of inactivity

17.8 Your rights

Under UK data protection law you have the right to:

• access the personal data we hold about you, and receive a copy;
• rectification of inaccurate or incomplete data;
• erasure of your data in certain circumstances;
• restrict our processing in certain circumstances;
• data portability for data you provided to us that we process by automated means on the basis of consent or contract;
• object to processing based on our legitimate interests — including our use of repair recordings — and to object to direct marketing at any time, which we will always honour; and
• withdraw consent at any time where we rely on consent, without affecting the lawfulness of processing before withdrawal.

To exercise any of these rights, email us at support@vslabsrepairs.co.uk. We will respond within one month. There is no charge in normal circumstances.

We do not carry out automated decision-making or profiling that produces legal or similarly significant effects.

17.9 Security

We hold personal data on access-controlled systems, restrict access to those who need it, and hold repair recordings on encrypted storage. We keep Devices in a secured workshop. No system is perfectly secure, but we maintain measures appropriate to the risk, and we will notify you and the ICO of a personal data breach where the law requires it.

17.10 Complaints

If you are unhappy with how we have handled your personal data, please tell us first at support@vslabsrepairs.co.uk so we can put it right. You also have the right to complain to the Information Commissioner's Office: www.ico.org.uk, helpline 0303 123 1113.

18. Complaints

18.1 If you are unhappy with any aspect of the Service, please contact us at support@vslabsrepairs.co.uk. We aim to acknowledge complaints within 3 working days and to resolve them within 14 days.

18.2 If we cannot resolve your complaint, you may be able to refer it to an alternative dispute resolution provider. We are not currently signed up to an ADR scheme.

19. General

19.1 Force majeure. We are not liable for delay or failure to perform caused by events beyond our reasonable control, including courier failures, supply chain disruption, fire, flood, power failure or industrial action. We will let you know and, where the delay is substantial, you may cancel and receive a refund of sums paid for work not carried out.

19.2 Assignment. You may not transfer your rights under these Terms without our written consent. We may transfer our rights and obligations to another business, and will tell you if we do; your rights will not be affected.

19.3 Third parties. No one other than you and us has any right to enforce these Terms.

19.4 Severance. If any provision is found to be unlawful or unenforceable, the remaining provisions continue in force.

19.5 Waiver. A delay in enforcing these Terms does not prevent us from enforcing them later.

19.6 Entire agreement. These Terms, together with our written quotation and booking confirmation, form the whole agreement between us.

19.7 Governing law. These Terms are governed by the law of England and Wales. You and we both submit to the non-exclusive jurisdiction of the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.

Schedule — Model Cancellation Form