Our approach to refunds and remedies for service issues.
Last updated: 20 February 2026
Qentrixa is committed to providing services with reasonable care and skill, in line with the Consumer Rights Act 2015 and other applicable UK consumer protection legislation. This policy sets out our approach to refunds, remedies, and complaints.
As a consumer in the United Kingdom, you have statutory rights that cannot be excluded or limited by our policies. Under the Consumer Rights Act 2015, services must be provided:
If a service does not meet these standards, you may be entitled to have the work repeated, or to a reduction in price, or (in some circumstances) a refund. This policy does not affect those statutory rights.
If a repair we have carried out has not resolved the specific fault it was intended to address, and the device has been used only in normal and reasonable ways since collection, please contact us as soon as possible. We will assess the situation and, where appropriate, carry out further investigation or remedial work at no additional charge.
Please note that a device may develop new, unrelated faults after a repair has been completed. This would not constitute a failure of the original repair service.
Where a diagnostic assessment has been carried out and no fault is identified, or you decide not to proceed with a repair after receiving the assessment findings, a diagnostic fee may apply. This will be communicated to you clearly before you leave the device with us.
Diagnostic fees are not refundable where the assessment has been carried out as agreed, regardless of the outcome.
As stated in our Terms and Conditions, data recovery is not guaranteed. If a data recovery attempt yields no usable data, you will not be charged for the recovery work. However, you may be charged a diagnostic or assessment fee that was agreed beforehand.
If partial data is recovered, payment will be discussed and agreed with you before the recovered data is handed over.
If you wish to cancel a service after work has begun but before it has been completed, you may be liable for costs incurred up to the point of cancellation, including labour time and any parts that have already been ordered specifically for your repair.
If you cancel before any work has commenced, no charges will apply unless a diagnostic fee was agreed.
If you are not satisfied with a service we have provided, please contact us in the first instance:
We will respond to all complaints within three working days and aim to resolve matters fairly and promptly.
If we are unable to resolve a complaint to your satisfaction, you may wish to seek independent advice from Citizens Advice Scotland (citizensadvice.org.uk/scotland) or consider using an alternative dispute resolution scheme. We will provide information about available options if asked.