Effective Date: Nov 13, 2019 | Last Updated: May 2, 2025

Esmond Holding Pte. Ltd., operating as Esmond Service Centre (hereinafter the “Company”), provides device repair and related services under the following Terms and Conditions, which include our Warranty Policy. These terms are written in accordance with Singapore law and international best practices. By handing over your device or using our services, you (the “Customer”) agree to these Terms and Conditions and Warranty Policy. If you do not agree, please do not proceed with our services.

Scope of Services

The Company offers diagnostic, repair, replacement, and maintenance services for electronic devices (including laptops, mobile phones, tablets, and other IT devices). All services provided by the Company are subject to these Terms and Conditions:

• Service Authorization: The Company will only perform repair services that you authorize. Upon inspection, we will provide an assessment or quote for your approval before proceeding with repairs (except for trivial fixes or diagnostic services you have consented to in advance).
• Right to Refuse Service: The Company reserves the right to decline or discontinue a repair service or to impose additional charges under certain conditions, including but not limited to:
  • Evidence of unauthorized repair attempts or modifications to the device prior to our service.
  • Serial numbers or IMEI on the device that do not match our records or have been altered/tampered.
  • Extensive damage resulting from accident, abuse, liquid (water) damage, fire, or improper ventilation of the device.
  • Visible cracks, physical damage, or an expired warranty status on the device that indicate the device has not been maintained under normal use.
  • Missing or damaged warranty seals or tamper-evident labels on the device.
  • Any other situation which, in the Company’s professional discretion, would make it unsafe, impractical, or not in line with good business practice to carry out the repair.
    In such cases, the Company may refuse the service outright or require an adjusted fee to proceed (for example, to address additional risks or effort).
• No Guarantee of Successful Repair: While the Company will exercise reasonable skill and care in repairing your device, not all issues are fixable. If a device is found to be beyond economical or technical repair (e.g. severe water damage affecting multiple components), the Company may inform you and halt the service. In that event, you will not be charged for unperformed repairs, but a diagnostic or inspection fee may be payable if such was communicated to you in advance.

Warranty Coverage

We stand by the quality of our repair workmanship and parts. The Company provides a limited repair warranty covering the specific parts replaced and services performed on your device, under the following terms:

• Coverage and Duration:
  For 90 days (three months) from the date you collect your repaired device—unless otherwise specified in writing for particular parts or services—the Company warrants that the specific parts replaced and/or repairs performed are free from defects in materials and workmanship under normal use. If the same issue recurs or the replaced part becomes faulty within this warranty period, the Company will repair or replace it at no additional charge. This warranty applies solely to the components and repairs explicitly detailed on your service invoice or receipt.
  Important: Devices that have sustained water damage, even if successfully repaired, are explicitly excluded from warranty coverage.
• Scope of Warranty: The warranty covers manufacturing or workmanship defects in the repair or replaced part. For example, if we replaced your device’s battery and it fails due to a defect within the warranty period, we will replace it at our cost. The Company’s obligation under this warranty is to either re-perform the repair service or provide a replacement part (at our discretion) for the defective part we originally installed.
• Warranty Claim Procedure: To claim warranty service, you must notify the Company within the warranty period and bring the device back to our service centre for inspection. Please present your original service receipt or proof of repair from the Company. The Company will verify that the issue falls under warranty (i.e., a defect in the parts or workmanship of our original repair). If so, we will perform the necessary remedial work at no charge. No warranty claim will be honored if the Customer cannot provide reasonable proof that the device was serviced by the Company (e.g., the service order form or invoice) or if the Customer did not agree to these terms at the time of the original repair.
• Acknowledgment Required:
  By engaging our repair services and collecting your device, you acknowledge that you have read, understood, and accepted the Terms and Conditions and Warranty Policy available on our official website. Your signature on the service collection form upon pickup constitutes your agreement to these terms, even if the full terms are not physically printed on the form. The warranty coverage will be effective immediately upon signing and collecting your repaired device.

Exclusions and Limitations (What is Not Covered)

The repair warranty and our service obligations do not cover certain conditions, and the Company’s responsibility is subject to the following exclusions and limitations:

• Unrelated Subsequent Faults: The warranty applies only to the specific part(s) repaired or replaced by the Company. It does not cover any other components of the device. If any new or additional fault arises in the device after you have collected it – even if it occurs during the warranty period – that is unrelated to the original repair, such fault is not covered by our warranty. For example, if we repaired your device’s screen and later the device’s camera (which we did not touch) malfunctions, that issue would not be under our warranty coverage.
• Expired Warranty Period: No claims will be entertained after the warranty period has lapsed. Once the 90-day (or other specified) warranty period ends, the Company is not obligated to provide free warranty service. Any further repairs would be at the Customer’s cost. It is the Customer’s responsibility to report any issues promptly within the warranty timeframe.
• Physical and Accidental Damage: Our warranty does not cover physical damage or accidental damage to the device or replaced parts after the repair. This includes, for example, cracks, chips, scratches, dents, or damage from drops, impacts, or liquid spills that occur after you have collected the device. Any signs of physical damage on a part we replaced (such as a cracked screen or bent component) will void the warranty on that part, as such damage is a result of mishandling or accident rather than a defect in our workmanship. The Company will not be responsible for fixing such new damage under warranty.
• Unauthorized Tampering: Any repair, modification, or opening of the device by the Customer or any third party not authorized by the Company during the warranty period will void our warranty. The device should not be serviced or altered by any person or entity other than the Company while our warranty is in effect. If the device is found to have been opened or repaired by another shop or individual after our service, any warranty claim with us will be invalid. We seal certain repairs with warranty labels; if those labels are broken or removed, the warranty may be considered void.
• Water Resistance and Waterproofing: The Customer acknowledges that any device originally rated as water-resistant or waterproof will likely lose that property after disassembly or repair. Our repair services do not include restoration of factory water resistance. Thus, if we open a water-resistant device (for example, a smartphone or watch), it may no longer meet any specified IP or manufacturer water-proof rating afterwards. This is an industry-standard limitation and is not considered a defect or shortcoming of our service. The Company specifically excludes any warranty or liability for water or liquid damage that occurs after a repair, including any damage resulting from loss of waterproofing.

• Pre-existing Conditions:
  The warranty does not cover any issues that existed prior to our repair service but were not specifically addressed and resolved by us. For instance, if your device has multiple faults and you instruct us to repair only one of these issues, any remaining problems will continue to be your responsibility unless separately addressed. Additionally, devices with any form of water damage are explicitly excluded from warranty coverage, regardless of repairs performed. This exclusion applies even if the repair of a water-damaged device initially appears successful, due to potential latent corrosion or ongoing internal damage.

• Data and Software Not Covered: Our repair service does not include data recovery or software maintenance unless explicitly stated. We do not warrant or guarantee the integrity, retention, or confidentiality of any data or software in your device. (See Customer Responsibilities and Liability Waiver sections for more details on data loss disclaimers.)
• Cosmetic Conditions: Minor cosmetic imperfections that do not affect the functionality of the device are not covered by our warranty. While we take care to avoid any cosmetic damage, slight cosmetic wear, such as small scratches or marks that may occur as a result of the repair process or were already present, are not covered. The Company will not be obligated to refinish or replace housings/casings for cosmetic reasons unless that was part of the paid service.

Payment Terms

All repair services are provided on a pay-on-collection basis, unless otherwise agreed in writing. By agreeing to a repair, you also agree to pay the charges for parts and labor as quoted. The following payment terms apply:

• Pricing and Quotes:
  All repair and service quotations are provided in Singapore Dollars (SGD) and include basic labor and necessary parts for the agreed-upon repair. Prices quoted exclude any applicable Goods and Services Tax (GST), unless explicitly stated otherwise. If additional issues are identified during the repair, the Company will seek your approval before proceeding with any adjustments to the quoted price. You have the right to accept or decline these additional services. If you decline, the Company will either return the device in its original state (e.g., unable to power on) without any charges incurred, or return it with only the initially agreed-upon work completed, in which case charges would apply only for the approved repairs carried out up to that point.

• Accepted Payment Methods: The Company accepts the following forms of payment for settlement of repair charges:
  • Cash – in Singapore Dollars (no additional fees).
  • PayNow – in Singapore Dollars (no additional fees).
  • Direct Bank Transfer - in Singapore Dollars (SGD), no additional fees.
  • Credit Card (Visa, MasterCard, etc.) – subject to an additional fee of 3.5% of the transaction amount.
    
    The surcharge for credit card payments is to offset transaction fees charged by the payment providers. No surcharge is applied to payments via cash, PayNow, or direct bank transfer. All payments should match the exact amount due. The Company does not accept personal cheques. Corporate or large-scale orders may use bank transfers by prior arrangement with the Company.
    
    
• Timing of Payment: Payment in full is due upon completion of the repair and before the device is released back to you. When you come to collect your repaired device (or upon delivery, if we have arranged a delivery), you must pay all outstanding charges for the services and parts. The Company is entitled to retain possession of the device until full payment is made (a right of lien for service). If you fail to pay the charges, the Company has the right to withhold the device and may treat it as an uncollected device subject to the Uncollected Devices policy (including ultimately disposing of the device to recover costs, after the requisite notice period).
• Deposits: In general, the Company does not require advance deposits for standard repairs. However, for certain high-cost repairs or special-order parts, we reserve the right to request a deposit or prepayment of part of the service fee. If a deposit is required, it will be communicated to you before the repair, and the deposit will be applied toward the final bill. If you cancel the repair after the spare parts have been ordered, the SGD $50.00 deposit will be immediately forfeited, and an additional cancellation fee of SGD $120.00 may also apply (refer to Cancellation Policy for further details).
• Invoices and Receipts: The Company will issue a receipt or invoice detailing the services performed and amounts charged. Please retain this document, as it will serve as proof of repair and warranty validation. Invoices are deemed accepted by the Customer unless disputed in good faith within seven (7) days of issuance.
  
  

Replacement Parts and Ownership

When the Company performs a repair that involves replacing parts or providing new components, the following terms apply regarding ownership of parts:

• Use of New or Refurbished Parts: The Company may use new, refurbished, or reconditioned parts for your repair, depending on availability and your preferences (if disclosed). The Customer acknowledges and understands that parts used in the repair may not be original brand components, especially for out-of-warranty repairs. However, the Company warrants that any replacement parts will be compatible and of high quality suitable for the intended purpose. We will inform you if non-original (third-party) parts are used, and your consent will be implied by agreeing to proceed with the repair.
• Ownership of Old Parts: Any part or component that is removed from your device and replaced during the service will become the property of the Company, unless otherwise agreed. Removed parts (for example, a defective battery or cracked screen) may be retained by the Company for disposal, refurbishment, or recycling. You will generally not receive the old parts back, as they are often returned to suppliers or disposed of due to safety/environmental regulations. For repairs involving integrated components (such as IC chips on motherboards), removed parts cannot be returned, as these parts are typically disposed of, recycled, or returned to suppliers due to safety, environmental regulations, or exchange policies. If you desire to keep any replaced part, please inform us before the repair, and we will try to accommodate if legally and practically possible (note: certain parts replaced under exchange programs or warranty must be returned to the manufacturer or supplier and cannot be given back to the Customer).
  
  
• Ownership of Replacement Parts: Conversely, any new parts that the Company installs into your device as part of the repair become your property once you have paid for the repair in full. Until full payment is received, the Company retains ownership of the replacement parts installed (as part of our lien rights). After payment, the title to those parts transfers to you along with the device.
• Manufacturer Warranty on Parts: In some cases, replacement parts may carry their own manufacturer’s warranty. The Company’s warranty (as described in Warranty Coverage above) applies regardless of any manufacturer warranty. If a manufacturer’s warranty on a part extends beyond our warranty period, we may assist you in making a claim to the manufacturer or supplier, but the Company itself will not be directly responsible for that claim beyond our own warranty period and terms.

Customer Responsibilities

We value our customers’ cooperation in ensuring a smooth and secure repair process. By submitting a device for service, you agree to the following responsibilities:

• Backup and Removal of Data: It is the Customer’s responsibility to back up all data stored on the device before handing it over to the Company. This includes contacts, photos, videos, documents, and any other files or information. You should also remove or secure any removable storage media (such as SIM cards, memory cards) unless the Company expressly asks you to leave them for testing purposes. The Company’s repair process may require reinstallation of software or formatting of storage, and we are not responsible for any loss, corruption, or confidentiality breach of data that was on the device (see Liability Waiver). If you need assistance with data backup or recovery, you must request it as a separate service (which may incur additional charges), and no guarantee is given that data can be preserved or recovered.
• Remove Confidential Information: Prior to providing your device for service, you agree to remove or safeguard any confidential, sensitive, or personal information from the device that is not relevant to the service. This might include logging out of accounts, removing saved passwords, or encrypting files. While we treat all customer devices with privacy in mind, we cannot guarantee the protection of any sensitive data left on a device (for example, we may need to test functionality which could reveal content). Thus, you accept that any exposure of data during repair is at your risk. The Company will not intentionally access personal data except as necessary to perform the service (e.g., testing a device’s functions), and we will not disclose your data to unauthorized parties. However, you are ultimately responsible for your own data’s privacy and security during the repair process.
• Provide Necessary Information: The Customer should provide accurate and complete information about the device and its issues to the best of their knowledge. This includes describing the problem, any prior incidents (like liquid exposure), and any previous repair attempts. Also, if applicable, disable any security locks or provide the unlock code/password to the device to allow thorough testing after the repair. If you prefer not to disclose such codes, you understand that our ability to fully test the device will be limited and you accept the device “as is” without full functional testing in your presence. The Company will maintain any provided passwords confidentially and use them only for the purpose of testing your device.
• Cooperation: You (or your representative) agree to be available to discuss the device’s issues, approve cost estimates, and promptly respond to the Company’s communications regarding your service. Delay in your responses may delay the service.
• Inspection at Collection: Upon collection of your device, you (the Customer) are responsible for inspecting the device and ensuring that the repair work has been carried out to your satisfaction. You should check that the original reported issue has been resolved and test the basic functions of the device (where possible) before leaving the service centre. If you notice any problem or have any concern with the repair, you must inform the Company’s staff immediately, at the time of pick-up. The Company will address any legitimate concerns on the spot if feasible. Once the device has been returned to your possession and left the premises, the Company may deem it to be in acceptable condition, and new claims of obvious issues (that would be evident upon reasonable inspection) may not be honored. This does not limit your warranty claims for latent defects (covered issues that only become apparent later), but it does mean you should not, for example, leave with the device and later claim there was a visible scratch or that the screen wasn’t working while at the shop. Immediate notification is key.
• Retention of Service Order Form: When you submit a device for repair, you will receive a Service Order Form or receipt. This document is the Company’s property and is your proof of ownership and service request. You must produce and return the Service Order Form when collecting your device. If the Service Order Form is lost or misplaced, you must present a valid government-issued photo ID and any other proof of ownership the Company may reasonably require. The Company reserves the right to refuse return of the device if you cannot prove you are the legitimate owner or have the authorized right to collect it. This is for the protection of our customers to prevent wrongful release of devices.
  
  
• Authorized Third-Party Collection: If you are unable to collect the device in person and wish to send someone on your behalf, you must provide a signed authorization letter naming that person and copies of identification (for both you and the representative, if requested). The person collecting should present the Service Order Form (if available), the authorization letter, and their ID. By authorizing a third party to collect your device, you agree that the Company is not liable for any issues or loss of the device once it has been handed over to your authorized representative. The Company will treat handover to your representative with the same effect as handover to you personally.

Data Protection

Protection of your personal data is important to us. The Company collects and uses customers’ personal data in accordance with the Singapore Personal Data Protection Act 2012 (PDPA) and other applicable regulations. By engaging our services, you consent to the Company’s collection, use, and disclosure of your personal data as described herein:

• Types of Data Collected: We may collect personal information such as your name, contact number, email address, mailing address, and other contact details when you engage our services. We also record details about your device (e.g., make, model, serial number) and service transactions (e.g., the problems reported, repairs done, parts used, and warranty information). If you communicate with us via phone, SMS, WhatsApp, email, or online forms, we may keep those correspondence details. We do not collect sensitive personal identifiers (such as your NRIC number or financial information) for a standard repair transaction, aside from what is necessary for payment processing or if required by law.
• Purpose of Collection: The personal data collected from you will be used primarily to facilitate the repair service – for example, to log your service order, contact you with repair updates or pickup notifications, and maintain records of your device’s service history (which can help with warranty verification for subsequent claims). With your further consent, we may also use your contact information for promotional or marketing purposes – such as sending you updates about our services, birthday greetings or special offers (if you have indicated you welcome such communications). You have the option to opt-out of marketing messages at any time. If you do not opt-in, we will limit use of your data to service-related communications only.
• Data Security Measures: The Company has implemented reasonable administrative, physical, and technical measures to safeguard your personal data against unauthorized access, use, or disclosure. These measures include, for example, up-to-date antivirus and malware protection on our systems, encrypted storage of digital records, and restricting access to personal data on a need-to-know basis among our staff. We regularly review and enhance our security practices to align with industry standards. However, you should be aware that no method of data transmission or storage is completely secure. While we strive to protect your personal information, we cannot guarantee absolute security and accept no liability for breaches beyond our reasonable control.
• Disclosure of Personal Data: The Company will generally not disclose your personal data to third parties without your consent, except as reasonably required to carry out the services or as required by law. For instance, if your repair is covered under a manufacturer’s warranty or an insurance claim, we might need to share relevant details (such as your name, contact, device serial number, and nature of repair) with the manufacturer or warranty provider to process the claim. Any such third parties will be required to handle your data in compliance with PDPA or equivalent data protection standards. Additionally, we may disclose information if compelled by law or governmental authorities (for example, for contact tracing or law enforcement demands), but we will limit the disclosure to what is legally necessary.
• Retention of Data: We will retain your personal data only for as long as necessary to fulfill the purposes for which it was collected, or as required by law. Service records (including personal details and device details) will typically be kept for at least the duration of any warranty period and for a reasonable time thereafter. For example, if we offer a 90-day warranty on a repair, we may keep your service details on file for at least that period to facilitate any warranty claims, and longer if required for our business records. Personal data that is no longer needed will be securely disposed of or anonymized.
• Your Rights: Under the PDPA, you have the right to request access to personal data we hold about you, and to request correction of any inaccurate data. You may also withdraw your consent to certain uses of your data (though this may affect our ability to continue providing service or warranty support). All such requests or queries regarding your personal data or our data protection policies should be directed to our Data Protection Officer (DPO). You can contact our DPO via email or postal mail as detailed in our full Privacy Policy (available on our website). We will respond to your requests within a reasonable timeframe and in accordance with the PDPA.
• Consent and Acknowledgment: By providing your personal data to the Company and engaging our services, you acknowledge that you have read and understood this Data Protection notice, and you consent to the collection, use, and disclosure of your data as described. If you provide us with personal data of another individual (e.g., if you send an employee or family member’s device for repair), you confirm that you have obtained that individual’s consent to do so.

(For more detailed information on how we manage personal data, please refer to our Privacy Policy on our website, which is hereby incorporated by reference.)

Liability Waiver and Limitations of Liability

While the Company will perform the services with due care and in accordance with the conditions above, it is important to define the limitations of our liability. By agreeing to these terms, you acknowledge and accept the following waivers and limits on the Company’s liability:

• No Liability for Data Loss: The Company shall not be liable for any loss, damage, or corruption of data or software that may occur on the device during the course of service. This includes situations where data is lost due to necessary reformatting, software updates, hardware failure, or any other cause while the device is in our possession. It is acknowledged that the Customer is responsible for backing up all data as stated in Customer Responsibilities. In case you requested data recovery or preservation services, we will make best efforts, but no guarantee is given and we assume no liability if the data cannot be recovered or is lost.
• No Liability for Device Damage During Service: The Customer understands and accepts that there are inherent risks in performing repairs on electronic devices, particularly if the device is already damaged or has manufacturing defects. The Company will take reasonable precautions, but we will not be held liable for any additional damage that may occur to the device during testing, diagnostics, or repair, except in cases of proven gross negligence or willful misconduct by the Company. This includes, for example, risks such as: a hairline-cracked screen shattering during disassembly, a device that is water-damaged failing completely during chemical cleaning process, or sensitive components being further damaged despite proper handling. The Customer acknowledges these risks and agrees that the Company’s responsibility is limited to the efforts to repair the device or revert to the original state (if possible) and the remedies provided under our warranty. If an unforeseen damage occurs, we will inform you and discuss next steps, but we do not assume liability for these rare incidents.
• Limitation of Remedy to Service Cost: In no event shall any recovery by the Customer against the Company exceed the amount actually paid to the Company for the specific service or repair that allegedly gave rise to the claim. The Customer agrees that the maximum liability of the Company (and its directors, employees, or agents) for any and all claims relating to the services provided shall be limited to the total fees paid by the Customer for those services. This limitation applies whether the claim is based on breach of contract, breach of warranty, negligence, or any other legal theory.
• No Indirect or Consequential Liability: The Company is not liable for any indirect, special, incidental, or consequential damages arising from or related to the services provided, even if we have been advised of the possibility of such damages. This includes, but is not limited to, loss of use of the device, loss of data, loss of business, loss of revenue or profits, downtime, or any inconvenience, emotional distress, or other secondary consequences. For example, if your device repair is delayed or unsuccessful and this causes you to miss business opportunities or lose income, the Company shall not be responsible for those losses. The Customer should not rely on a specific outcome or timeframe of repair for any critical dependencies beyond what is explicitly guaranteed.
• No Additional Warranties: Except for the express warranty provided under “Warranty Coverage” above, the Company makes no further warranties or guarantees, express or implied, regarding the services or parts provided. To the fullest extent permitted by law, all implied warranties or conditions (including any implied warranties of merchantability, fitness for a particular purpose, quality, or skill and care) are hereby disclaimed. The Company does not guarantee that the repair service will render the device as fully functional in all respects as if new, or that it will operate without need for future repairs. We only assure the specific repaired functions for the warranty period under normal use.
• Compliance with Law / Statutory Rights: Nothing in these terms is intended to exclude or limit any condition, warranty, right, or liability that cannot be lawfully excluded or limited under Singapore law. For example, under the Singapore Sale of Goods Act and Consumer Protection (Fair Trading) Act, certain consumer rights may be implied that cannot be contracted away. To the extent those laws apply, they take precedence. If any provision of this Liability Waiver or any part of these Terms is held to be unenforceable under applicable law, the parties shall deem that provision modified or severed to the minimum extent necessary so that the rest of the Terms remain in full force. In summary, while we exclude liability to the extent permitted, these Terms do not override your statutory rights under Singapore law. In the unlikely event that Singapore law grants you remedies or compensation beyond what is stated here, those legal rights are not excluded; however, any disclaimers and limits will apply to the fullest extent allowed.

By accepting these Terms, the Customer explicitly waives any claims for damages or losses not expressly permitted in this section, to the maximum extent permitted by law. The allocations of risk and liability in this agreement are reflected in our service charges and are a fundamental part of the bargain between the Customer and the Company.

Uncollected Devices

After repair completion, it is important that devices are picked up in a timely manner. The Company’s policy on uncollected devices is as follows:

• Notification of Completion: Once your device has been repaired (or if we have determined that we cannot repair it), the Company will notify you using the contact information you provided. We may notify you via a phone call, SMS, WhatsApp message, email, or any other reasonable method of communication to inform you that your device is ready for collection (or that we have an update requiring your attention).
• 30-Day Collection Period: The Customer must collect the device within thirty (30) calendar days from the date of the notification of completion or pick-up availability. It is your responsibility to promptly make arrangements for collection upon receiving notice. If you anticipate any delay in picking up your device, please inform us as soon as possible; in some cases we may accommodate a slightly longer holding period upon request, at our discretion.
• Abandonment of Device: If the device is not collected by the Customer (or an authorized representative) within 30 days of our first notice, the device will be considered “abandoned”. The Company will send a final reminder (if feasible) and thereafter reserves the right to dispose of the device in any manner we deem fit, without any further liability or obligation to the Customer. Disposal may include recycling the device, scrapping it, or selling the device or its components to recover the cost of the repair or storage. Once disposed of, the device will not be retrievable. The Customer agrees that any such uncollected device is deemed surrendered to the Company, and waives any claims against the Company arising from the disposal of an uncollected device.
• Liability for Uncollected Devices: During the 30-day holding period, the device remains subject to the same limitations of liability as described in these Terms. The Company will take reasonable care of uncollected devices for the 30 days, but is not responsible for any loss or damage beyond our control (for example, theft or damage due to a fire or flood in our facility, which of course we take measures to prevent). After 30 days, the Company is not liable for any loss, damage, or degradation of the device as it will be treated as abandoned property.
• Storage Fees: The Company generally does not charge for storage of devices within the first 30 days after repair. However, if a device is large, unusually valuable, or requires special storage conditions, we reserve the right to impose a reasonable storage fee after the initial 30 days if you have requested us to hold it longer (and we agree in writing to do so). Any such fees will be communicated to you in advance. If you fail to pay agreed storage fees, the device may be disposed of as abandoned.
• Customer Communication: The responsibility to ensure timely collection rests with the Customer. Please keep your contact information with us up to date, and look out for our notifications. The Company is not responsible if you did not receive the notice because you did not update your contact or failed to monitor your messages. We will consider the notice delivered on the same day it was sent to your provided contact (or the next business day if sent after office hours), regardless of whether you actually read it.
• Recovery of Costs: In the event of abandonment and disposal, the Company reserves the right to recover any unpaid repair charges or cancellation fees from any value obtained by disposing of the device. If the device is sold and the sale proceeds exceed the amount owed to the Company, the surplus will be forfeited to the Company (or, at our discretion, we may still return the surplus to you if you come forward promptly after disposal, but we are not obliged to do so). Conversely, if the value is insufficient to cover the costs, the Company does not generally pursue the difference from the Customer (except in cases of bad faith).

By leaving your device with the Company, you agree to this Uncollected Devices policy. We strongly encourage customers to pick up their devices as soon as they are ready.

Cancellation Policy

Once you approve a repair, the Company immediately allocates resources (parts, labor time) to fulfill your request. Our cancellation policy is intended to cover work done or costs incurred when a customer changes their mind after approval:

• Cancellation Before Repair Completion: If you have given confirmation (whether verbally over the phone, via SMS/WhatsApp, by email, or in person) to proceed with a repair or service, and subsequently cancel the request before the repair is completed, the Company reserves the right to charge a cancellation fee of SGD $120.00. This fee is to compensate for any time spent by our technicians, any parts that may have been specially ordered or already installed, and the opportunity cost of reserving a repair slot for you. The cancellation fee applies even if the device is not repaired at the time of cancellation, as long as work had been initiated or parts procured based on your confirmation.
  
  
• Failure to Pay / Refusal of Service Upon Completion: If the Customer refuses to pay the charges after the repair is completed (effectively canceling the service after the fact) or otherwise fails to collect and pay, this will be treated similarly to a cancellation after confirmation. In such cases, the SGD $120.00 cancellation charge will be imposed in addition to any other remedies the Company may have (for example, the right to retain or dispose of the device as outlined under Uncollected Devices).
• No Charge for Unapproved Work: If you decline a repair quote and choose not to proceed before we start the repair, or if the Company is unable to repair the device and the service is not carried out, no cancellation fee will be charged. The cancellation fee only applies once you have authorized work and then reverse that decision after work has begun or parts ordered.
• Partial Repairs / Change of Mind: If you authorized multiple repair tasks and then cancel some but not all tasks partway through, the Company will fairly charge for the completed work and any non-refundable costs, and reserves the right to charge a pro-rated cancellation fee for the portion of work canceled, up to the maximum of $120. For example, if you approved replacing both a screen and battery, we replaced the screen and then you decide not to replace the battery, you would pay for the screen replacement in full and possibly a portion of the fee for the canceled battery replacement (especially if the battery was ordered or allocated).
• Refund of Prepayments: In cases where you paid a deposit or prepayment and then canceled the service, the deposit will first be applied to the cancellation fee and any costs incurred. Any remaining balance of the deposit, if any, may be refunded to you. If the deposit is less than the cancellation fee or costs, you will be required to pay the difference.
  Exception: If a deposit was collected specifically for pre-ordering parts, and the Company is unable to fulfill your order because the manufacturer or supplier confirms stock unavailability or defects in the parts, and you decide not to wait further for a replacement order, the Company will provide a full refund of your deposit.
• Communication of Cancellation: To cancel a service request, you should communicate directly with our service centre (via phone or written message) and receive acknowledgment of your cancellation. Simply not showing up to deliver the device or not responding after approval may still incur charges if we have taken action based on your initial confirmation. We will attempt to contact you to confirm cancellation if you become unresponsive after authorizing a repair with pending charges.
• Exceptions: The Company may, at its sole discretion, waive or reduce the cancellation fee in certain circumstances (for example, if a part could be returned to supplier at no cost, or if the cancellation was due to a significant delay on our part). However, unless explicitly waived by the Company, the above policy stands.

By confirming a repair, you understand and agree to this cancellation policy. This policy is designed to be fair and to ensure that our technicians’ time and our parts resources are respected.

Dispute Resolution and Governing Law

The Company is committed to customer satisfaction and fairness. In the event of any dispute or disagreement arising out of or in connection with these Terms and Conditions or the services provided:

• Contact and Amicable Resolution: The Customer should first contact the Company to attempt an amicable resolution. You may reach out to our management or Customer Service via our official email or telephone with details of your complaint or dispute. We will do our best to address your concerns promptly and fairly. Most issues can be resolved through open communication and goodwill.
• Mediation or Assistance: If we are unable to resolve the dispute directly, and if the matter involves a consumer transaction, you (being an individual consumer) have the option to seek assistance from the Consumers Association of Singapore (CASE) or the Small Claims Tribunals, as appropriate. The Company will consider in good faith any requests to participate in mediation or alternative dispute resolution.
• Governing Law: These Terms and any services provided by the Company shall be governed by and construed in accordance with the laws of the Republic of Singapore, without regard to its conflict of laws principles. This means that the interpretation and enforcement of this agreement will follow Singaporean law.
• Jurisdiction: The courts of Singapore shall have exclusive jurisdiction to adjudicate any dispute that cannot be resolved amicably. By engaging our services, you agree to submit to the jurisdiction of the Singapore courts if legal proceedings become necessary. If you are a consumer, this clause is not intended to strip you of any protections; it primarily clarifies that Singapore is the appropriate forum for legal disputes.
  
  
• Statutory Rights and Unfair Practices: The Company affirms that it will not engage in unfair practices as defined under the Consumer Protection (Fair Trading) Act (CPFTA). Nothing in these Terms is intended to contravene the CPFTA or any consumer protection regulations. In case of any conflict, the provisions of applicable Singaporean consumer protection law will prevail. You have the right to seek redress under Singapore’s consumer protection frameworks, and these Terms do not exclude you from doing so.
• Contract (Rights of Third Parties): For the avoidance of doubt, a person who is not a party to the transaction or agreement for services with the Company shall have no right to enforce any of these Terms under the Contracts (Rights of Third Parties) Act (Cap. 53B) of Singapore. The obligations and benefits outlined in these Terms are strictly between the Company and the Customer.
• No Waiver: If the Company does not enforce a provision of these Terms in a particular instance, it does not mean we have waived that provision or our right to enforce it in the future. Any waiver of rights by the Company must be explicit and in writing. Likewise, the Customer’s obligations remain in force even if we choose not to assert a right immediately.
• Severability: If any provision of these Terms and Conditions (or part thereof) is found to be illegal, invalid, or unenforceable by a court of competent jurisdiction, that provision will be severed or limited to the minimum extent necessary, and the remainder of the Terms will remain in full effect. The intent of the parties is that these Terms would stand with the invalid portion removed or reformed, rather than voiding the entire agreement.
• Entire Agreement: These Terms and Conditions, together with any service order form or invoice provided to you, constitute the entire agreement between the Company and the Customer for the services in question. They supersede any prior or contemporaneous agreements, communications, or understandings, whether written or oral, relating to the subject matter. No amendment or modification of these Terms shall be binding unless agreed by the Company in writing (posting an updated Terms and Conditions on our website or providing you a written notice of changes shall count as such notice).
• Updates to Terms: The Company may update or revise these Terms and Conditions and Warranty Policy from time to time, especially to comply with new laws or to reflect changes in our services. When we do so, we will publish the updated Terms on our website with a new effective date. For ongoing or future services, those updated Terms will apply. We encourage you to review the Terms periodically. Continued use of our services or failure to withdraw your device from our service after an update constitutes acceptance of the revised Terms.

By agreeing to these Terms and Conditions, both the Customer and the Company demonstrate a mutual understanding of their rights and obligations, and a commitment to resolve any issues in good faith under the framework outlined above.

Esmond Holding Pte. Ltd. (Esmond Service Centre) appreciates your trust in our services. These Terms and Conditions and Warranty Policy are designed to protect both the Customer and the Company by setting clear expectations. If you have any questions about the above terms, please contact us before proceeding with the service. By proceeding, you acknowledge that you have read, understood, and agree to all the above terms.