Terms of Service - Prismatic Technology

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.
Diagnostic Authorization: The device will not be tested by an engineer until a contract is signed by you authorizing the diagnostic process.
Precise Estimate & Approval: Following the diagnosis, a more accurate estimate will be established and communicated to you for approval before repairs proceed beyond the initial scope.
Estimate Variations: Estimates are subject to reasonable variation based on findings during the diagnostic or repair process.
- You will be notified of any adjustments exceeding 50% of the initial estimate.
- In the event of a major price increase, defined as an adjustment exceeding 100% of the initial estimate, we will notify you and require explicit re-authorization before proceeding. This does not apply to data recovery services, which are subject to significant price variability and are exempt from this specific re-authorization requirement for increases over 100%; you will be informed of this exception at the outset of a data recovery service.
Repair Recommendation Threshold: We do not recommend pursuing repairs if our estimate for the necessary repairs exceeds 50% of the device’s current market value. This market value is determined by our assessment using industry-standard valuation methods. For this specific calculation, only the costs associated with the repair services proposed by Prismatic Technology are considered; previous repair costs incurred with other providers or expenses arising from factors outside our direct control are excluded. We will provide written and/or verbal notice of this recommendation.
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.

3. Warranty

Coverage: All board-level repair services are guaranteed by our industry-leading 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. 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

Payment Due: Payment is due within 21 days of repair completion and invoice issuance. We expect all invoices to be paid in full within this 21-day period.
Late Payment Consequences:
- Invoices not paid in full within 21 days of creation will incur a JMD 8,000.00 late payment and storage fee.
- Additionally, a 5% delayed payment interest charge, calculated on the outstanding invoice balance, will be added for each recurring 21-day period the invoice remains unpaid after the initial 21-day grace period.
Device Abandonment: Devices with invoices not paid in full within 90 days of the repair completion notification, or devices deemed unrepairable where return shipping has not been paid within 90 days of notification, may be considered abandoned. Prismatic Technology reserves the right to use such abandoned devices for parts or sell them to cover repair, storage, and administrative costs.

11. Secondary or Unrelated Device Issues

Our “no-fix = 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 = 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

A non-refundable bench fee of JMD 1,000 is charged for the initial evaluation, intake, and administrative processing of all devices submitted. This fee is separate from any subsequent diagnostic or repair charges and covers operational costs, time, and resources expended during the initial evaluation.

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:

Solution Found, Repair Declined: If a solution for your reported issue is found and a repair is quoted, but you choose not to proceed with the repair, a diagnostic fee of 50% of the quoted repair price will be charged, in addition to the JMD 1,000 bench fee.
Diagnostic Process Cancelled by Customer: If you choose to cancel the diagnostic process before a solution is found but after work has commenced, a diagnostic service fee of 50% of the initial estimate (or revised estimate if applicable at the point of cancellation) will be charged to cover the work completed, in addition to the JMD 1,000 bench fee.
No Solution Found: If a diagnosis is performed for the primary reported issue and no solution is found by Prismatic Technology, no additional diagnostic fee beyond the initial JMD 1,000 bench fee will be charged for that primary issue.

15. 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.

16. 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.

17. 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.

18. Refusal of Service

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

19. Unpaid Invoices and Relinquishment of Ownership (Reiteration)

As stated in Section 10, when we complete a repair, an invoice is generated. We expect all invoices to be paid in full within 21 days of creation. Invoices not paid within 21 days will incur late fees as specified. We will hold your device for an unpaid invoice for no more than 90 days from the invoice creation date. By agreeing to these terms, you fully understand that after 90 days of invoice creation without full payment, you relinquish full ownership of any items listed on the service agreement or left in our possession to Prismatic Technology. Prismatic Technology may then dispose of, use for parts, or sell the device to recover costs.

20. 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 19 (“Unpaid Invoices and Relinquishment of Ownership”).

21. 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.

22. 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.