Frequently Asked Question

1. Acceptance of terms

By availing any diagnostic, repair, or technical service from The Good Men Enterprise (including NeoStore, TechPlug, HostingBay, or any affiliated entity), the customer explicitly agrees to abide by these Terms & Conditions in full. This applies regardless of whether the service is initiated in-store, remotely, onsite, or online. Any verbal agreements or communications are superseded by the written terms mentioned here.

Submission of a device for repair or service constitutes full consent that the customer understands and accepts all risks, charges, exclusions, and limitations mentioned below.

2. Right to Refuse Service

We reserve the unconditional right to refuse, deny, or withdraw service to any individual or entity under the following (but not limited to) conditions:

• The customer exhibits abusive, disrespectful, or aggressive behavior towards staff.
• The customer has overdue payments or unresolved billing disputes.
• The device is physically damaged, has signs of tampering, or poses electrical/fire hazards.
• The customer requests illegal, unethical, or unsupported modifications.

No service will be initiated until full consent is received and payments (if any) are settled in advance unless a specific agreement states otherwise.

3. Limitation of Liability

The Good Men Enterprise and its associated brands take no responsibility whatsoever for any damages, losses, or consequences resulting from or during the repair process. This includes (but is not limited to):

• Data Loss: Customers are solely responsible for backing up data before submitting any device. We will not be liable for the deletion, corruption, or theft of any personal or business data.
• Hardware or Software Failure: Devices submitted in faulty or compromised condition may deteriorate further. We are not liable for components that fail during inspection, servicing, or testing.
• Third-party Consequences: We will not cover financial losses, missed deadlines, or third-party service disruptions caused due to device downtime or service delays.
• Accidental Damage: No claims will be entertained for minor scratches, paint blemishes, screen delamination, or other wear-and-tear that occurs during handling or transport.
• Estimated Costs: All repair quotes are tentative. If upon inspection the cost escalates beyond 25% of the estimate, we reserve the right to halt service until re-approval is given.

In short, all services are undertaken at the customer’s sole risk and discretion.

4. Privacy & Data Use

We do not access, copy, or share your personal files unless required to fulfil the service. Any data incidentally seen during service is treated confidentially. However, we assume no responsibility for safeguarding data integrity, privacy, or access during or post-service.

• We do not store login credentials or private information unless explicitly requested.
• All customer-provided credentials (if any) should be reset immediately after service.
• For data recovery or backup requests, no guarantee is given on completeness or success.
• For system formatting and OS reinstallation, customer must clarify if data backup is required beforehand.

Under no circumstance shall we be held accountable for leaks, breaches, or unauthorized access to data once the device leaves our custody or if proper post-service hygiene is not followed by the customer.

5. Delivery Timelines

• Estimated service delivery timelines range from 24 hours to 7 working days depending on part availability, complexity of repair, and workload.
• We make no guarantees for turnaround time unless stated explicitly in writing.
• Any delay due to vendor issues, courier partners, or third-party dependencies is not our liability.

6. Parts Used

• We use a mix of OEM (Original Equipment Manufacturer) parts and compatible high-quality aftermarket parts, depending on availability and customer budget.
• The type of part used will be specified on the invoice.
• OEM parts carry manufacturer warranty if mentioned; compatible parts are warrantied as per our standard terms.
• Customer has the right to request OEM parts only, provided they are available and cost is approved.

7. Service Fees & Charges

• Diagnostic charges are payable irrespective of customer’s decision to go ahead with the repair.
• Service charges do not include the cost of spare parts unless stated.
• All prices are exclusive of taxes unless explicitly marked as inclusive.
• Urgent or priority service may attract additional charges.
• Home pickup, onsite support, and delivery may be chargeable based on location and schedule.

8. Disputes and Claims

• Disputes regarding service quality, charges, or warranty must be raised within 7 days of delivery.
• Devices not collected within 30 days of service completion will incur a storage fee and may be disposed of after 90 days without further notice.
• Refunds, if any, are issued only under exceptional circumstances and solely at the discretion of the management.

9. No-Fix, No-Fee Clause

• If no issue is found or if a fix is not possible after reasonable effort, a diagnostic fee will still apply.
• ‘No charge’ applies only if pre-agreed in writing for specific service types.

10. Warranty on Repairs

• Repairs, unless otherwise stated, come with no warranty.
• If a warranty is provided, it covers only the replaced part or serviced issue.
• Liquid-damaged, physically damaged, or tampered devices are excluded from all warranties.

11. Pre-Service Condition Documentation

• We reserve the right to photograph the device on receipt and after service.
• These photos are used to document the physical condition and prevent disputes.

12. Unauthorized Modifications

• Devices previously modified by third parties may be refused service.
• Continuing work on such devices may void warranties and we accept no responsibility for cascading failures.

13. Invoice Discrepancy Window

• All invoice or billing disputes must be reported within 72 hours of invoice issuance.
• No changes or clarifications will be accepted beyond this time.

14. Abandonment Clause

• Devices not collected within 90 days of service will be treated as abandoned.
• We reserve the right to recycle or dispose of the device with no further notice or compensation.

15. Emergency or Critical Repairs

• Fast-track or critical repairs may incur a 1.5x–2x surcharge.
• We make no guarantees on performance or recovery for these urgent services.

16. Security Measures

• Customers are advised to remove SIM cards, memory cards, and disable passwords or Face ID before submission.
• Devices with active locks may be refused service or returned without completion.

17. Jurisdiction

All disputes, legal claims, arbitration, or service-related litigation shall be settled exclusively under the jurisdiction of courts in Mumbai, Maharashtra, India. No exceptions.

For detailed inquiries, escalation, or clarifications, reach us via the support portal at https://support.thegoodmen.in.