Terms of service

1. Introduction

These Terms and Conditions apply to all products and services supplied by One Digital, a brand of One Market New Zealand Limited, including but not limited to mobile phone repairs, tablet repairs, laptop and computer repairs, onsite call-out services, diagnostics, installation services, accessory sales, device sales, and related digital support services.

By booking a service, purchasing a product, requesting a quote, or using our website, you agree to these Terms and Conditions.

2. Our Services

One Digital provides a range of services for residential and commercial customers, including:

  • mobile phone, tablet, laptop, and computer repairs
  • diagnostics and fault assessment
  • onsite visits and call-out services
  • installation, setup, upgrades, and replacement of parts
  • sales of accessories, digital devices, and related products
  • other digital and technology support services offered from time to time

All services are subject to technician availability, service area coverage, parts availability, and the nature of the fault.

3. Quotes and Estimates

Any estimate provided by us is an indication only and may change after inspection, testing, or diagnosis of the device. Under New Zealand guidance, an estimate is a rough idea of the cost, while a quote is generally a confirmed maximum price.

Where we provide a formal quote, the quote applies only to the work, parts, and conditions specifically stated in that quote.

If additional faults are discovered during repair, or if extra labour or parts are required, we will contact you for approval before proceeding where reasonably practicable.

4. Booking and Call-Out Services

Customers may book services through our website, phone, email, or other approved channels.

For onsite services:

  • the customer must provide accurate address and contact details
  • someone aged 18 or over must be present or available to authorise the work, unless otherwise agreed
  • the service area may be limited by location and technician availability
  • call-out fees, travel charges, parking charges, or other location-based charges may apply and will be disclosed where possible before confirmation

We reserve the right to reschedule onsite visits due to weather, safety risks, technician illness, parts delays, access issues, or other operational reasons.

5. Diagnostics and Inspection

Some repairs require diagnostic testing before the issue can be identified fully. A diagnostic fee may apply even if you decide not to proceed with the repair, provided this has been disclosed to you in advance.

We will make reasonable efforts to identify faults, but some intermittent, hidden, pre-existing, or secondary issues may only become apparent during or after inspection or repair.

6. Customer Approval Before Repair

By submitting a device for repair or booking an onsite service, you authorise One Digital to inspect the device and provide an assessment.

No chargeable repair work beyond diagnosis will be carried out without customer approval, except where:

  • the work is clearly covered by a pre-approved quote, or
  • the extra work is minor and necessary to complete the approved repair safely and effectively, and it is not reasonably practical to obtain immediate approval

7. Parts and Components

We aim to use quality parts that are appropriate for the device and repair type. Parts used may include:

  • original equipment manufacturer parts, where available
  • compatible replacement parts
  • refurbished or reconditioned parts, where agreed or where appropriate

Where the exact part type matters, we will try to inform the customer before installation.

Availability of parts may vary depending on brand, model, age of device, and supplier availability. Repair times may be affected by shipping and stock delays.

8. Repair Risks and Limitations

By requesting repair services, you acknowledge that electronic repairs carry some inherent risk, especially where devices are already damaged, have been previously repaired, have liquid damage, impact damage, battery swelling, motherboard faults, or unauthorised modifications.

While we use reasonable care and skill, some devices may be beyond economical or technical repair, and some repair attempts may not succeed due to the underlying condition of the device. New Zealand law requires services supplied to consumers to be carried out with reasonable care and skill and within a reasonable time where timing is not fixed.

We are not responsible for failure caused by:

  • pre-existing faults not related to the requested repair
  • hidden internal damage
  • manufacturer defects
  • software or hardware issues not previously disclosed
  • customer misuse, accidental damage, liquid damage, power surges, viruses, or third-party interference after service

9. Data, Backup, and Loss of Information

Customers are solely responsible for backing up all data, files, photos, apps, passwords, and settings before repair, service, reset, upgrade, or installation.

Although we take reasonable care, some services may result in loss of data, reset of settings, or the need to reinstall software. We do not guarantee preservation of data unless we have expressly agreed in writing to provide a data backup or recovery service.

You authorise us to access the device only as reasonably necessary to diagnose, repair, test, or configure it.

10. Passwords and Access

Where needed for testing or repair, the customer must provide relevant passwords, passcodes, or access credentials, or make the device accessible at the time of service.

If access is not provided, we may be unable to complete testing or confirm whether the repair has resolved the issue.

11. Repair Completion and Testing

Once a repair is completed, we may carry out reasonable testing to confirm basic functionality. Testing may be limited where:

  • the device has other faults
  • customer restrictions prevent full testing
  • the device requires additional parts or software authorisation
  • the issue is intermittent or not reproducible

The customer should inspect or test the device as soon as reasonably possible after collection, delivery, or completion of the onsite visit and notify us promptly of any concerns.

12. Payment Terms

Payment is due at the time stated on the invoice, quote, booking confirmation, or service agreement.

Unless otherwise agreed in writing:

  • repairs and onsite services must be paid for on completion
  • parts ordered specially for the customer may require deposit or full payment in advance
  • device sales and accessory sales must be paid for before delivery or collection

We may charge late payment fees, debt recovery costs, or administrative fees on overdue commercial accounts where permitted by law and disclosed in advance.

13. Title and Ownership of Goods

Ownership of any goods, accessories, or installed parts supplied by us remains with One Digital until full payment has been received.

We may withhold release of a repaired device where payment remains outstanding, to the extent permitted by law.

14. Warranty on Repairs and Parts

We may offer a limited repair warranty for specified repairs and replacement parts. Warranty details, including duration and coverage, should be stated on the invoice, quote, or repair confirmation.

Unless otherwise stated, any repair warranty:

  • covers defects in workmanship or the installed part only
  • does not cover accidental damage, liquid damage, misuse, power issues, software corruption, virus damage, unauthorised repair attempts, or unrelated faults
  • becomes void if the device is opened, altered, or repaired by another party after our work without our approval

This warranty is in addition to, and does not limit, any rights you may have under New Zealand consumer law. Under the Consumer Guarantees Act, consumers may be entitled to repair, replacement, or refund where goods or services do not meet the required guarantees.

15. Consumer Rights

Nothing in these Terms and Conditions excludes, restricts, or modifies any rights or remedies you may have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable New Zealand law. Businesses cannot contract out of Fair Trading Act obligations to consumers, and the Consumer Guarantees Act sets minimum guarantees for consumer goods and services.

Where goods or services are acquired for business purposes, and where permitted by law, the parties may agree that certain provisions of the Consumer Guarantees Act do not apply. Any such contracting-out must be expressly agreed in writing and must satisfy legal requirements.

16. Returns, Refunds, and Exchanges

Returns and remedies will be handled in accordance with applicable New Zealand law.

Where a product is faulty or not of acceptable quality, and the issue is covered by consumer law, a repair, replacement, or refund may be available depending on the nature of the fault. For minor faults, the supplier may choose to repair, replace, or refund.

We are not required to provide a refund or exchange for change of mind unless we choose to do so under a separate store policy.

17. Uncollected Devices

If a device is left with us for repair, collection, or assessment and remains uncollected for more than [30/60/90] days after notice that it is ready, we may charge reasonable storage fees.

If the device remains uncollected after repeated reasonable attempts to contact you, we reserve the right, to the extent permitted by law, to dispose of, recycle, or sell the device to recover unpaid amounts and storage costs.

You should have a lawyer review this clause before use.

18. Customer Responsibilities

The customer agrees to:

  • provide accurate information about the device and fault
  • disclose prior repairs, modifications, liquid exposure, physical damage, or known issues
  • ensure lawful ownership or authority to request the work
  • back up important data before service
  • provide safe access for onsite services
  • follow reasonable care instructions after repair

We may refuse service where a device appears stolen, unsafe, infested, heavily contaminated, illegally modified, or otherwise unsuitable for safe handling.

19. Commercial and Business Services

For commercial customers, additional terms may apply for account services, response times, support coverage, payment periods, recurring maintenance, fleet device support, and onsite service arrangements.

Any separate signed service agreement or quote for business customers will prevail over these general Terms to the extent of any inconsistency.

20. Limitation of Liability

To the maximum extent permitted by law, One Digital is not liable for any indirect, special, or consequential loss, including loss of revenue, loss of profits, loss of business opportunity, or loss of data, unless such liability cannot legally be excluded.

Nothing in this clause limits or excludes liability where such limitation or exclusion is prohibited by New Zealand law.

21. Privacy

We collect and use personal information only for lawful business purposes connected with providing our services, processing bookings, communicating with customers, fulfilling orders, handling payments, supporting warranties, and meeting legal obligations. Under New Zealand privacy law, personal information should be collected only where necessary for a lawful purpose, and businesses should tell people why it is being collected and how it will be used.

We may collect information such as your name, contact details, address, device details, service history, and payment-related information.

We may disclose personal information to service providers, suppliers, payment processors, warranty partners, or couriers where reasonably necessary for the original purpose of collection or with your permission. Privacy Principle 11 generally limits disclosure to the original purpose or directly related purposes, unless another permitted ground applies.

Customers may request access to their personal information and request correction, subject to the Privacy Act 2020. New Zealand businesses also need a privacy officer.

22. Pricing and Promotions

All prices are in New Zealand dollars unless otherwise stated.

We aim to ensure that all pricing, promotions, and service descriptions are clear and accurate. New Zealand fair trading law prohibits misleading pricing and misleading representations.

We reserve the right to correct genuine pricing errors, withdraw promotions, or update pricing at any time before a booking or order is confirmed, subject to legal obligations.

23. Cancellations and Rescheduling

Customers should provide as much notice as possible if they need to cancel or reschedule a booking.

We may charge a reasonable cancellation fee where:

  • a technician has already been dispatched
  • special-order parts have already been purchased
  • significant time has been reserved and late notice is given

No cancellation fee will be charged where it would be unlawful or unreasonable to do so.

24. Force Majeure

We are not responsible for delay or failure to perform due to events beyond our reasonable control, including supplier delays, courier disruptions, severe weather, strikes, power outages, pandemics, governmental actions, or system failures.

25. Website Use

All website content, branding, logos, graphics, text, and materials on our website remain the property of One Digital or its licensors unless otherwise stated.

You must not copy, misuse, or republish our website content for commercial purposes without permission.

26. Changes to These Terms

We may update these Terms and Conditions from time to time. The latest version will be published on our website and will apply from the effective date shown.

27. Governing Law

These Terms and Conditions are governed by the laws of New Zealand. Any disputes will be subject to the jurisdiction of the New Zealand courts, unless another dispute resolution process is required by law.

28. Contact Us

For any questions about these Terms and Conditions, please contact:

One Digital
A brand of One Market New Zealand Limited

3A, Galloway Crescent

Farm Cove, Auckland, 2012