Issue 1.2
Date: 06.10.2026
Terms and Conditions of Service: Repair & Assessment
Welcome to Thomas Jacks’s Repair and Support Portal. By submitting a product for assessment or repair, you (“the Customer”) agree to be bound by the following terms and conditions (“this Agreement”).
This Agreement should be read in conjunction with any brand-specific terms and conditions and our overarching Pulsar UK Warranty Service Commitment, where applicable.
- General Terms & Governing Documents
1.1. Primacy of Documents: These terms provide the general policy for all items submitted. However, certain brands may have their own specific service terms, conditions, or commitments. For example, products under the Pulsar brand are also covered by the Pulsar UK Warranty Service Commitment.
1.2. Conflict: Where a brand-specific term or service commitment (such as the Pulsar UK Warranty Service Commitment) offers an enhancement to this Agreement (e.g., a faster service turnaround goal), the brand-specific term will take precedence. In all other matters, this Agreement shall govern the process.
1.3. RMA Required: A Return Merchandise Authorisation (RMA) number is required for every item sent to our service centre. Items received without a valid RMA number may be rejected and returned at the Customer’s expense.
1.4. Shipping: The Customer is responsible for securely packaging and shipping the item to our service centre. Thomas Jacks Limited is not liable for any damage incurred during transit to us. We recommend using a tracked and insured shipping service. If your item falls under our Pulsar UK Warranty Service Commitment, we will arrange a collection of your device or issue a drop-off label.
- Expert Assessment Service
2.1. All items submitted for repair are subject to our Expert Assessment Service. This service involves a full diagnostic inspection by a certified technician to determine the nature of the fault.
2.2. The standard fee for this Expert Assessment Service is £48.00 (inclusive of VAT).
2.3. This fee is waived when the Customer proceeds with a chargeable repair, whether authorised through a pre-approved repair limit or acceptance of a quotation.
2.4. Subject to the cancellation provisions in Section 5, the £48.00 fee will only be charged if a Customer declines a repair quotation, or if a warranty claim is found to be invalid and the Customer subsequently declines a chargeable repair.
- Warranty Repairs
3.1. Verification Process: All items submitted under a warranty claim will undergo our Expert Assessment Service to verify the validity of the claim in accordance with the manufacturer’s warranty terms. To be considered valid, the fault must be a result of a manufacturing defect and the item must be within the warranty period, supported by a valid proof of purchase.
3.2. Invalid Claims: In line with all manufacturer warranty policies, including the Pulsar UK Warranty Service Commitment, a claim will be considered invalid if the fault is a result of, but not limited to:
- a) The warranty period has expired.
- b) Accident, misuse, liquid damage, improper handling, or unauthorised modification.
- c) Normal wear and tear.
- d) No fault is found after extensive testing.
The request will then be re-classified as a Chargeable Repair. The £48.00 Expert Assessment Service fee will apply as per Section 2, subject to Section 5. We will provide a no-obligation quotation for the repair.
3.3. Decision: The decision of our technical team regarding warranty validity is final.
- Chargeable Repairs & Quotations
4.1. Repair(s) Limit: If the Customer sets a pre-approved “Repair Limit,” we will first estimate the total cost of all necessary repairs. If this total estimated cost is less than or equal to the Customer’s pre-approved limit, we will proceed with the work without providing a quote, subject to the cancellation provisions and work-start arrangements in Section 5.
4.2. Quotations: If the repair cost exceeds the pre-approved limit, or if no limit was set, we will issue a formal quotation, which is valid for 30 days.
4.3. Accepting a Quote: A quotation must be accepted in writing (which may be by email or a response via our online portal) within the 30-day validity period.
Acceptance authorises us to carry out the quoted repair at the agreed price under the assessment-and-repair contract formed at form submission, subject to Section 5.
Upon acceptance, the £48.00 Expert Assessment Service fee is waived, and the Customer becomes responsible for the quoted repair cost, subject to Section 5.
4.4. Declining a Quote: A quotation may be declined in writing (which may be by email or a response via our online portal) at any time prior to its acceptance. If the Customer declines the quotation, or if the 30-day validity period expires without acceptance, the £48.00 Expert Assessment Service fee becomes payable, subject to Section 5.
- Cancellation of Chargeable Assessments and Repairs
5.1. Application and contract timing: This section applies to consumers who submit a chargeable assessment or repair request through our online form.
By submitting the form and accepting these terms, you enter into a contract for assessment and any subsequent repair you authorise.
You may authorise repairs by setting a pre-approved repair limit or by accepting a quotation after assessment. We will not carry out repairs without the applicable authorisation.
Acceptance of a quotation authorises work under the existing contract and does not begin a separate cancellation period.
Requests submitted as warranty claims may result in a chargeable assessment if the claim is found to be invalid and you decline a chargeable repair. The £48.00 assessment fee and the cancellation provisions in this section therefore apply to that potentially chargeable service. No assessment or repair charge will apply where the work is covered by a valid warranty claim.
5.2. Your right to cancel: You can cancel your assessment-and-repair contract for any reason within 14 days after the day you submit the form.
The 14 days run from form submission, regardless of whether you choose a pre-approved repair limit or require a quotation. They do not run from the date we receive your device, begin work or receive your acceptance of a quotation.
Any statutory extension of the cancellation period remains applicable.
To cancel by email, contact support@thomasjacks.co.uk and clearly confirm that you wish to cancel your chargeable assessment or repair request. Please include your name and RMA number, if you have one.
You may use the Cancellation Form below, but you do not have to. You may also cancel by another clear statement confirming your decision.
Send your cancellation communication before the applicable cancellation period ends.
5.3. When we will begin work: You can send us your device during the 14-day cancellation period.
Unless you select Work During the 14-Day Cancellation Period, we will not begin assessing or repairing it until that period has ended. We will then process it through our normal service queue.
If you select this option, you expressly request that we may begin assessing your device and carrying out any repair you have authorised before the 14 days have ended, when your device reaches its place in the normal service queue.
Repairs must still be authorised through your pre-approved repair limit or acceptance of a quotation before we carry them out.
Selecting this option does not give your device priority or guarantee that work will begin or be completed within 14 days.
5.4. What happens if you cancel: If you cancel within the cancellation period before we have begun work, there will be no assessment or repair charge.
If you expressly requested work during the cancellation period and cancel after work has begun, you will be charged a proportionate amount for the service provided up to the time you inform us of your cancellation, provided the applicable legal requirements for charging have been met.
This will reflect the assessment and repair work completed, including labour and parts fitted, compared with the agreed price for the full authorised service. We will provide a breakdown explaining the charge.
The charge will not exceed the repair cost you authorised. A pre-approved repair limit is a maximum authorisation, not an automatic charge. Assessment work included in the repair or cancellation charge will not also attract a separate assessment fee.
If the service covered by the contract has been fully completed following your express request to begin during the cancellation period, and you acknowledged that cancellation rights would be lost on full completion, you will lose your right to cancel that completed service.
5.5. Collection or disposal of your device: If we already have your device when you cancel, you are responsible for arranging and paying for its collection.
You may collect it personally by prior appointment or arrange collection by a suitable courier. Please contact us to agree the collection arrangements before booking a courier.
Alternatively, you may request disposal of the device. We will only dispose of it after receiving your explicit written authorisation and verifying that you are entitled to give that instruction.
Disposal is irreversible and does not remove any assessment or repair charges properly payable under this policy.
5.6. Statutory rights: Nothing in these cancellation provisions affects your statutory rights.
- Payment & Return of Goods
6.1. Full payment for chargeable repairs and any applicable fees properly payable must be received before the item is returned to the Customer, subject to Section 5 and the Customer’s statutory rights.
6.2. If the £48.00 (Inc. VAT) Expert Assessment Service fee applies, it must be paid before the unrepaired item is returned to the Customer, subject to Section 5 and the Customer’s statutory rights.
6.3. Unpaid Goods: We will make reasonable attempts to contact the Customer for payment. If payment is not received within 90 days of the invoice date, Thomas Jacks Limited reserves the right to dispose of the item to recover its costs, in accordance with UK law.
6.4. Cancellation: Collection or disposal following cancellation is governed by Section 5.5.
- Limitation of Liability
7.1. Our liability is limited to the value of the product itself. We are not liable for any loss of data, profits, or consequential loss. We strongly advise Customers to back up all personal data before submitting a product.
- Agreement
By submitting a returns request and checking the acceptance box on our form, you confirm that you have read, understood, and agree to these Terms and Conditions of Service, and you acknowledge that brand-specific terms may also apply.
Accepting these terms does not itself constitute a request to begin chargeable work during the cancellation period. Any such request must be made separately.
Cancellation Form
Complete and return this form only if you wish to cancel your assessment-and-repair request. You do not have to use this form; a clear email confirming your decision to cancel is sufficient and preferred.
To: Thomas Jacks Limited
Apex House, Timothy’s Bridge Road, Stratford-upon-Avon, Warwickshire, CV37 9BF, U.K.
Email: support@thomasjacks.co.uk
I/We () hereby give notice that I/We () cancel my/our (*) contract for the following assessment-and-repair service:
Device/model: __________________________________
Request submitted on: ___________________________
Name: _________________________________________
Address: ______________________________________
RMA number, if available: ________________________
Date: _________________________________________
Signature (only if submitted on paper):