Terms of Service | Prismatic Technology Jamaica

1. Pricing

Our pricing is determined by several factors, including the device’s initial condition, the specific model, and the complexity of the required service.

Initial Estimate: Upon receipt of your device, an initial estimate will be provided. This is based on your description of the issue and the visible physical state of the device as observed by our staff, prior to an engineer’s detailed diagnosis.
Repair Authorisation: By signing the Repair Order Form, you authorise Prismatic Technology to diagnose and repair the reported primary fault, including reasonably necessary testing, disassembly and targeted diagnostic steps.
Repair Price Ceiling: Prismatic will not quote a repair price above 50% of the device’s fair market value in its present condition.
Accurate Repair Scope and Price: Once diagnosis identifies a repair solution, Prismatic will confirm the accurate repair scope and total price for the reported primary fault.
Estimate Variations: Estimates are subject to reasonable variation based on findings during the diagnostic or repair process.
- Where practical, we will notify you of significant adjustments to the estimate during the process.
- Any materially different, unrelated or additional fault outside the reported primary fault requires your further recorded approval before Prismatic carries out that additional repair.
Unlisted Services: For services not explicitly listed, please submit a pricing inquiry via our website or contact us directly by phone for a tailored estimate.
Declining Service: You may decline further service if a revised estimate is not acceptable. This is subject to our cancellation terms and the “Diagnostic Fee” policy outlined below. Our full cancellation and refund terms are integral to this agreement.

2. Repair Process

When the repair is completed, we create an invoice in our system and send it to you via email. You will also see it on your list of invoices when logged into your account on our website. The invoice is payable online by card using the click-to-pay link in the email or via our website. After the repair is paid for, your device will be shipped back to you. If the device is deemed a “No Fix” (unrepairable for the primary issue), we will require you to pay for return shipping to have us send it back, or you may choose to donate it for parts.

Customer-Supplied Parts and Modifications: Where you supply a part for a modification, repair or installation, you are responsible for its authenticity, compatibility and condition. We cannot guarantee the performance of a customer-supplied part. If the modification cannot be completed or fails because the supplied part is defective, faulty, incompatible or unsuitable, Prismatic is not responsible for the failed outcome. If a customer-supplied part causes or contributes to damage to the device during the work, Prismatic is not responsible for the resulting damage to the extent caused by that part. Further diagnosis or repair may be charged separately. Nothing in this clause excludes liability that cannot lawfully be excluded, including damage caused by our negligence.

3. Warranty

Coverage: All board-level repair services are guaranteed by our industry-leading lifetime warranty. Lifetime-warranty coverage applies only where the service has been paid for in full; a service with any outstanding balance is not covered by the lifetime warranty. Our guarantee covers the primary issue (or issues) that we repaired but does not cover the entire device.
Exclusions: Accidental liquid, charger, or drop damage occurring after you have received the device back is not covered.
Remedy:
- If your repair fails within three months of service and we cannot correct the defect in workmanship, we will refund you the cost of that specific repair.
- Beyond three months, if we cannot correct the defect in workmanship for a covered repair, we will issue store credit for the cost of that specific repair.
Data Loss: We only send out robust repairs and have a very low rate of warranty problems. However, it is crucial that you back up your device before sending it to us. Prismatic Technology cannot warranty against loss of data and is not responsible for any data loss.
Complimentary Repairs: Complimentary repairs are assessed on a case-by-case basis and are not covered under this warranty, as we only guarantee paid services.
Warranty Process: A warranty does not mean you will automatically get a refund or a new device if the product or service is defective. Prismatic Technology is entitled to attempt to fix the warranted defect first. If you reported a defect to Prismatic Technology during the warranty period and the product wasn’t fixed properly, Prismatic Technology will correct the problem, even if your warranty expires before the product is fixed, provided the claim was initiated within the warranty period. Warranty claims must be reported within the warranty period.

4. Non-Warranty Issues Discovered During Warranty Service

In instances where a device is submitted for warranty service, but we identify new issues not covered under the original warranty (e.g., new accidental damage, or unrelated faults), we will notify you of these non-warranty issues and provide an estimate for their repair. With your approval, we will then transition the device to a standard repair status for these new issues.

5. Water or Fire Damaged Devices

For water-damaged or fire-damaged devices, we only carry out data recovery services. Liquid or fire damage can have long-lasting, unpredictable effects on electronics. While a repair might solve the problem temporarily, it’s entirely possible the device will fail again at some point due to the nature of such damage. Therefore, repairs (other than data recovery attempts) on such devices are not covered under our warranty. This is the primary reason we limit our service to data recovery in these instances.

6. Turnaround Time (Estimates)

Routine Repairs: (e.g., connectors, simple backlight jobs): 1 to 7 business days.
Non-Routine Repairs: Depending on complexity and our queue, this can take 7 business days or more.
Data Recovery: Standard service can take up to 6 weeks.
Rush Data Recovery: Can take up to 2 weeks.

7. Rush Service Options & Fees

Routine Repairs Rush Service: We offer a rush service for JMD 3,000 to place your device at the front of the line for routine repairs. This often results in same-day or next-day service though this is not guaranteed. This fee is non-refundable.
Non-Routine Repair Rush Service: We do not offer rush service for non-routine repairs.
Rush Data Recovery Pass: For data recovery, we offer a JMD 15,000 RUSH DATA pass to expedite attempts at recovering data. This fee is non-refundable.

8. Prior Repair Attempts

Prior Repair Attempt (Data Recovery): For data recovery devices that arrive with evidence of a prior micro soldering repair attempt (e.g., soldered-on shields have been de-soldered from the logic board), we will adjust your estimate with an additional JMD 30,000 fee. This is due to the increased complexity and reduced likelihood of successful recovery on devices with such prior attempts.
Prior Repair Attempt (General): Any other prior micro soldering logic board repair attempt (not falling under the specific Data Recovery Prior Repair Attempt clause above) will incur an additional fee of JMD 8,000.

9. Return / Refund Policy

In the event that something we fixed does not stay fixed (and is covered by our warranty terms), it will need to be returned to us for warranty assessment and repair. If we are not able to repair the warranted defect on your device, we will issue a refund or store credit for that specific repair as per the terms outlined in Section 3 (Warranty). All monetary refunds are processed via bank transfer. Please keep in mind that we cannot issue refunds for issues that are unrelated to our repair. Shipping charges are not refundable.

10. Payment Terms, Late Payments, and Device Storage

a. Grace Period: You have twenty-one (21) calendar days from the date of the repair-completion notification to collect your device.
b. Daily Fee: Starting on the 22nd calendar day, an accruing storage fee of JMD 500 per calendar day is applied until the device is collected or declared abandoned. Large or bulky items (devices weighing more than ten kilograms or occupying more than 0.1 cubic metre of shelf space) incur JMD 1,000 per calendar day.
c. Cap at Ninety Days: Storage fees cease to accrue after ninety (90) days. This represents a maximum possible charge of JMD 45,000 for standard-size devices and JMD 90,000 for large items.
d. Release Condition: All late-payment charges, interest, and storage fees must be paid in full before the device is released.
e. Device Abandonment: If any balance including storage fees remains unpaid for ninety (90) days after repair-completion notification (or after notification that a device is un-repairable), the device will be deemed abandoned and may be used or sold by Prismatic Technology to recover outstanding costs.

11. Secondary or Unrelated Device Issues

Our “no fix equals no fee” policy (where applicable, primarily for data recovery as stated, or if no primary repair solution is found before diagnostic fees apply) covers the primary problem you reported only. If your device, after the primary repair is completed, turns out to have an underlying secondary defect (e.g., your device had “no touch” which was fixed, but then it’s discovered Wi-Fi is non-functional), this is considered a secondary problem. We will still bill for the successful primary repair. We will provide you with options to add on a secondary repair for the new issue at an additional cost. Secondary problems do not qualify the primary, successful repair for a “no fix equals no fee” consideration.

12. Data Recovery Service Specifics

No Guarantee of Device Functionality: For data recovery, our primary goal is to extract your data. We attempt this by repairing the logic board hardware sufficiently to access the data. We make no guarantee that the phone itself will be fully or even partially functional after data extraction.
No Data = No Fee Guarantee: If we cannot recover your data, you will not be charged a fee for the data recovery attempt itself (though diagnostic/bench fees may still apply as per Section 14 if you cancel or decline other quoted repairs).
Data Delivery & Device Return: If we successfully recover your data, we will send you back your device (which may or may not be functional) along with your data.
Temporary Data Backup: We will maintain a local copy of your recovered data until you confirm its safe receipt, or for a maximum of 14 days after confirmed delivery of your device and data to you, after which your data copy will be securely deleted from our systems.

13. Passcode Requirement & Data Privacy

Purpose: We require your device passcode to comprehensively test all features (cameras, microphones, speakers, sensors, Wi-Fi, GPS, Touch ID/Face ID, flashlight, etc.) before the repair, during the repair process, and before we send it back to you.
Warranty Implication: If we cannot test the device thoroughly due to lack of a passcode, we will not be able to offer our standard warranty on the repair. If you are okay with no warranty, then we are okay with no passcode for the repair itself (though it might hinder diagnostics).
Data Privacy Alternative: If you have reservations about us seeing your data, we recommend you perform a complete backup of your device (e.g., via iTunes/iCloud) and then restore the phone to its factory state before sending it to us. If you choose this option, please ensure your phone is iCloud unlocked, has no passcode set, and has completed the initial setup process so we can access the home screen for testing.

14. Diagnostic and Bench Fees

Bench Fee for an Unsuccessful Repair Attempt: If you approve a repair and Prismatic Technology is unable to successfully repair the reported fault, a J$1,000 bench fee applies for intake and evaluation. If a refund is issued for that unsuccessful attempted repair, the J$1,000 bench fee will be deducted from the refund.

Diagnostic service fees (distinct from the bench fee) are charged for the time and effort invested in the detailed diagnostic service under the following conditions:

Cancellation Before Repair Work Begins: If diagnosis identifies a repair solution and you cancel the authorised repair after diagnosis and before repair work begins, a Diagnostic Fee equal to 50% of the accurate repair price applies. As the repair price is capped at 50% of the device’s fair market value in its present condition, the Diagnostic Fee will not exceed 25% of that value.
Diagnostic Process Cancelled by Customer: If you cancel diagnostic work before a repair solution is identified, any applicable non-refundable rush fee applies.
No Solution Found: If no repair solution is found for the reported primary issue, no Diagnostic Fee applies. The J$1,000 bench fee applies only where an approved repair attempt was unsuccessful.

15. Repair Cancellation Policy

If you cancel a repair before diagnostic work begins, any applicable non-refundable rush fee will be charged.

Once repair work has started, you must provide at least twenty-four (24) calendar hours’ notice to cancel the repair. This time is required to allow the device to be reassembled.

If you cancel the authorised repair after diagnosis and before repair work begins, the Diagnostic Fee stated above applies. Once repair work has begun, any cancellation is handled under the agreed repair terms and documented work performed.

Once repair work has been completed, the repair cannot be cancelled. The full cost of the repair is due.

16. Potential Data Loss Disclaimer

Prismatic Technology takes no responsibility for any data loss that may occur during the diagnostic or repair process. All data on your device is your sole responsibility. Data loss is an inherent risk when working with electronic equipment, especially devices that are already malfunctioning. We strongly advise you to back up all data before submitting your device for service.

17. Unforeseen Damage Disclaimer

While Prismatic Technology takes utmost care with all devices entrusted to us, we are not responsible for any unforeseen damage that may occur to items left in our possession, whether in their entirety or as component form, if such damage is truly accidental, beyond our reasonable control, or arises from pre-existing conditions in a fragile device.

18. Unlawful Materials

Prismatic Technology will contact the relevant authorities in any instance where suspected child pornography or media depicting child abuse is detected on any device it services.

19. Refusal of Service

Prismatic Technology retains the right to refuse service for any reason, at its sole discretion.

20. Unpaid Invoices and Relinquishment of Ownership (Reiteration)

a. Payment Due: Invoices for completed repairs are due in full within twenty-one (21) calendar days of the repair-completion notification.
b. Delayed-Payment Interest: A simple-interest charge of five percent (5%) of the outstanding invoice balance will be added for each additional 21-day period the invoice remains unpaid after the payment-due date.
c. Device Holding Period: We will hold your device for up to ninety (90) calendar days from the repair-completion notification or invoice date, whichever is later. Storage fees begin on the 22nd calendar day after repair-completion notification, as set out in Section 10.
d. Relinquishment of Ownership: If the invoice balance, including any interest and storage fees, remains unpaid at the end of the ninety-day holding period, you relinquish ownership of the device to Prismatic Technology, which may dispose of, use for parts, or sell the device to recover costs.

21. Cancellation After Repair Completion and Notification

Once a repair has been completed, you will be notified via email, and the invoice will be made available as described in Section 2 (“Repair Process”). Any attempt to cancel the service after you have been notified of repair completion will be considered a refusal to pay for services rendered. In such cases, you will be liable for the full repair cost as stated in the invoice. Failure to remit payment within 21 days of the repair completion notification will subject the invoice to the terms outlined in Section 10 (“Payment Terms, Late Payments, and Device Storage”) and Section 20 (“Unpaid Invoices and Relinquishment of Ownership”).

22. Lack of Notification of Repair Completion

In the event that you are not properly notified of the repair completion by Prismatic Technology, the payment terms outlined above (including the 21-day payment period and any associated late fees or device abandonment timelines) will not take effect until such notification is successfully provided to you using the contact information you supplied. Once valid notification is given, the standard payment terms will apply from the date of that notification. The obligation to pay for the completed repair remains, even if the initial notification is delayed due to our oversight.

23. Rejected Payments

If a payment method (such as a personal check, if accepted, or a disputed card charge that is later reversed) is declined or rejected, an additional JMD 5,500.00 rejected payment fee will be added to your invoice. If we are unable to contact you or this balance (including the fee) is not paid in full within 30 days of the rejection, your invoice may be handed over to a collections department. Additional collection or legal fees may apply.

24. Important Notice Regarding Water-Resistant Devices

By authorising any repair that requires opening your device (including but not limited to screen, battery, back-cover, or board-level work), you acknowledge and accept that the original manufacturer-certified water or dust ingress rating (e.g., IP67, IP68, IPX8) is permanently void. While Prismatic Technology installs high-grade replacement gaskets and follows industry best practices to minimise moisture ingress, no third-party repair facility can reinstate the factory certification or guarantee future water resistance. Accordingly, Prismatic Technology is not liable for damage resulting from liquid or particulate exposure after the device is returned to you.

To reduce risk, keep the device dry for at least 48 hours after collection, avoid intentional submersion or high-pressure water (rain, shower, pool, seawater, steam), and consider using a protective waterproof case if continued exposure is anticipated. Optional post-repair pressure or vacuum testing may be available for an additional fee but does not restore the original IP rating. Your acceptance of service constitutes agreement to these terms.

25. Device Release & Acceptance

Mandatory Acceptance: To activate your lifetime board-level warranty and complete the service transaction, you must confirm receipt of the device in working condition by (a) signing the Delivery Slip on our in-store tablet, or (b) providing an electronic signature via the secure link we send at collection.
No Signature, No Release: Prismatic Technology will not release a serviced device without a signed or electronically acknowledged Delivery Slip, except where an authorised representative completes the acceptance on your behalf.
Alternative Evidence: If you decline to sign yet still wish to collect your device, staff will record a short video demonstrating the device’s functionality and noting your refusal. Collection in these circumstances constitutes acceptance of these Terms.
Warranty Activation: Warranty coverage begins only after acceptance is completed as described above. Issues reported thereafter will be treated as new service requests and may incur diagnostic or repair fees.
Dispute Resolution: Delivery slips, electronic signatures, video records, and witness logbook entries are deemed conclusive evidence of device condition at release.