MPRO Terms & Conditions of sale, recycling, repairs & customisation

Contents

1. Selling a device terms & conditions

2. Repairing a device terms & conditions

3. Buying a used or refurbished device terms & conditions

4. Customising a device terms & conditions

 

1. Selling a device terms & conditions (Please read carefully)

Please read these terms and conditions carefully before submitting your sell order from our site. You should understand that by submitting an order, you agree to be bound by these terms and conditions and our terms of use.

You should print and keep a copy of these terms and conditions and the terms of use for future reference.

In confirming your sell order you will need to tick the box indicating that you accept these terms and conditions. Please understand that if you refuse to accept these terms and conditions, you will not be able to place a sell order via our site.

How the contract is formed between you and us

Our site is only intended for use by people who are resident in Great Britain and Northern Ireland. At our complete discretion we may accept or reject orders from people outside of these territories.

Your contract with us will be formed when we receive your sell order. It will incorporate these terms and conditions and our terms of use.

You must own all rights, title and interests in any device(s) that you send to us.

Ownership of the device(s) will only pass to us when we receive the devices in good working condition, in accordance with these terms and conditions, and we have dispatched payment to you, when, hence, a contract will be formed.

The contract between you and us is binding on you and us and on our respective successors and assigns.

You may not transfer, assign, charge or otherwise dispose of a contract, or any of your rights or obligations arising under it, without our prior written consent.

We may transfer, assign, charge, sub-contract or otherwise dispose of a contract, or any of our rights or obligations arising under it, at any time during the term of the contract.

You may cancel the contract with us at any time up to the time when you send us the device ("cooling- off period"), providing:

• The contract was negotiated and concluded exclusively by means of distance communication (including, but not limited to, telephone, letter, fax or email); and
• You are a natural person acting outside the purposes of any business.

When cancelling during the cooling-off period, you need not give us any reason for cancelling the contract, nor will you have to pay any administration charges.

To cancel the contract you must notify us in writing.

Other than if the device does not meet our terms and conditions (see below), this contract cannot be cancelled after you have sent your device(s) to us (outside the "cooling-off period").

PLEASE ENSURE THAT YOU ARE HAPPY TO SEND THE DEVICE TO US AND THAT IT IS WITHIN YOUR RIGHTS TO DO SO.

Consumers

By placing an order through our site, you warrant that:

• You are resident in Great Britain or Northern Ireland; and
• You are accessing our site from that country; and
• You are legally capable of entering into a binding contract; and
• You are at least 18 years old; or

If you are under 18 years of age, that you have obtained your parent’s or guardian’s consent to sell your device to us for the sum indicated via our website.

You and your parents or guardians release us of any liabilities or claims that may arise if you send the device to us in breach of this warranty.

If you deal as a consumer any provision of this contract which is of no effect to a consumer shall not apply. Your statutory rights are not affected by this contract.

For the purposes of these terms and conditions, "consumer" means an individual who neither makes this contract in the course of a business, nor holds himself out as doing so, as defined by the Unfair Contract Terms Act 1977.

Businesses

By placing an order through our site, you warrant that:

• You are authorised to act on behalf of the registered business; and
• You are based in Great Britain or Northern Ireland; and
• You are accessing our site from that country; and
• You are legally capable of entering into a binding contract.

Devices

Device = Mobile Phone, Smartphone, IPhone, Ipad, Tablet, Notepad, Handheld Game or any other electronic device accepted.

Each device sold should match the make and model in the sell order / quote and meet the following conditions:

Working

• 1. The device must turn on and off.
• 2. The device must be fully functional.
• 3. The screen must be working and intact.
• 4. The battery must be included otherwise a slight reduction will be made for the purchase of a new battery.
• 5. The device must not be crushed, bent, broken in half or water-damaged. If you know your device/s has been wet, do not send it to us as you may be disappointed if we chose not to pay for it.
• 6. The devices IMEI label must be legible and must also match the electronic IMEI of the device.
• 7. The devices IMEI must not be barred blocked, blacklisted nor have any insurance claims made against them.
• 8. IPhones & iPads must not have been “Jail Broken” as these can be seriously damaged by this process.

Non-Working

• 1. The battery must be included otherwise a slight reduction will be made for the purchase of a new battery.
• 2. The device must not be crushed, bent or broken in half
• 3. The device must not be badly water damaged to the point of saturation whereby it is impossible to repair the device or be able to salvage any parts and is BER (Beyond Economical Repair) If you know your device has been wet, do not send it to us as you may be disappointed if we chose not to pay for it!
• 4. The device must not have been tampered with in any way, and if we see evidence of this, such as internal parts or screws damaged or missing, poor re-work / soldering to the main board, internal seals broken, we will either make a reduced offer for the device or reject it.
• 5. The device IMEI label must be legible and must also match the electronic IMEI of the device
• 6. The device IMEI must not be barred, blocked, blacklisted or have any insurance claims made against it.
• 7. iPhones must not have been “Jail Broken” as these can be seriously damaged by this process and we may only be able to offer a reduced scrap value for the handset.
  
  By submitting an order through our website you warrant that the device(s) comply with these terms.
  
  If a device fails to meet our terms and conditions we'll propose an adjusted price by email and also change the status on your account login area.

We offer a "scrap value" for devices that are irreparable and our scrap value offer is usually 25% of our Non-working price (but may sometimes be less), and applies if any of the above non-working failures are found and cannot be put right.

If you choose to decline our new offer, we are happy to return the device, though a £10.00 return delivery and administration charge will be applicable to cover all of our costs. We have the final decision on all values. Returned devices will be sent via Recorded or Special delivery

Please note:

• We accept device battery chargers and other accessories such as headsets, memory cards and data cables. But, these do not increase the value of your order. You can be reassured that they will be properly WEEE recycled.
• You are responsible for cancelling any airtime contract linked to each handset. We are not responsible for any call costs arising before, or after, receipt of your handset, or arising from any other circumstances whatsoever.
• Please remove SIM cards before sending us your mobile. Any SIM cards received by us are non-returnable. (We will dispose of them appropriately.) We accept no liability in the event that any device that has been sent with its SIM card is lost and charges are then incurred. You shall continue to be responsible for such charges.
• Please remember that by sending your device to us, you agree to release us from all and any claims, losses or damages with respect to the device, any data stored or contained therein or on any media used in conjunction with the device (whether in the form of personal details, SMS, photos, games, songs or other data. We accept no responsibility in relation to the security, protection, confidentiality or use of such data and it is your responsibility to ensure that such data is removed from the device prior to you sending it to us. We will only remove data as a matter of our data protection policy and will be classed as a low level data wipe. For Businesses that require a higher level data wipe we can offer this as a separate chargeable service or we can automatically offer a slight reduction on our main buy-back price quote.
• We work with 'Immobilise', a crime protection database that blocks stolen mobile devices and so we check received units via CheckMEND to ensure that the devices that are sent to us are not reported stolen. We do this prior to confirming purchase. However, in the event that we become aware of any issues at any time, we reserve the right to withhold/cancel payment and you agree to co-operate with us and any authorities should we so request.
• As part of a government backed scheme setup by the Home Office we have to follow strict guidelines if we come across a device that is blocked or has an insurance claim made against it. In the event of receiving a blocked device we have to quarantine it for a minimum of 28 days whilst it is processed either by the Police, Network or Insurance Company. If it is claimed by any of these we have to send it to them for further processing and you will be notified of this. If no claim is made within 28 days we can either return the device to you or make a reduced offer for its scrap value. If you should chose to have the device returned then there will be a charge of £10.00 to be paid to cover our costs.

Micro SD Cards

• All Micro SD cards sold to us separately must be in a working condition, we do not accept non-working Micro SD Cards!

Data Removal

All devices received from businesses will automatically have all data removed / destroyed and will be factory reset before they leave our premises as part of our data protection security policies. We do ask that you perform data removal prior to sending to MPRO in case any sensitive data is held on the device. We also ask that any indecent material / images are removed from devices as this could offend our staff during processing.

Pricing

Prices offered on our website are subject to change at any time without notice.

When your order has been placed, the prices quoted are guaranteed for 14 days from the 'Order Approved' date. (This is the date on your Sell order) If your devices are received after 14 days from this date, current prices will apply. This could be disappointing - so to help you, we may send a reminder email during the 14 day guarantee period.

Postage

**New Rules from Royal Mail (January 2013)**

As from 14/01/2013 Royal Mail changed the rules on allowing a mobile device carrying a Lithium Battery to be sent via any kind of freepost address. The new rules stipulate that only Pre-Paid postage is allowed for carrying such devices. Other rules apply such as, the senders address must be visible on the back of the packet / box and that a hazardous warning label be applied warning that a Lithium battery is contained within the package (MPRO can supply this label). These new rules have been created by Royal Mail in the interest of safety from any potential leaking of a Lithium battery / Cell that is contained within an electronic device. We also encourage you to keep the battery within the device and not separate it or leave it lose within the package.

We are still happy to send out a pre-addressed padded envelope with a Hazardous warning label applied should you not have your own packaging. We also advise on sending the device either Recorded or Special Delivery for your own peace of mind that it tracked and insured. If you have your own packaging please send to the following address.

MPRO
The Continuum
Unit 17 Moderna Business Park
Moderna Way, Mytholmroyd
Hebden Bridge
HX7 5QQ

Courier Collection

We offer a free courier collection for Sell orders with 10 or more handsets with a total trade-in value of £100+. We provide full cover via our courier for the devices within the order as long as the goods have been packed well with protective packaging such as bubble wrap. If we receive a package that has not been protected properly we reserve the right to either refuse the package and cancel the order or offer a reduced amount for any devices that have been damaged in transit due to poor packaging.

To arrange a collection you must call 0871 2881444 and quote your Sell order number. (Calls to this number are charged at 10p per minute from a BT Landline). You will be given a date and approximate time of collection which will be within normal working hours Mon- Fri between 09:00am – 17:30pm. You must make sure you or someone is in to deal with the collection as a failed collection may result in the Sell order value being decreased by the cost of the failed collection, which is approximately but not limited to £16.00.

Account Login & Order Tracking

We have provided and account login area to enable you to track the status of your order and see historical orders. You will have created a login username and password during the sell order process to enable you to login and retrieve this information. Our aim is to keep the status as near to live as possible but can be within a 24-48 hours, it is there as a guide so you always know where the order is in our system.

If for any reason you forget your login details please contact us at info@mpro.mobi or call 0871 2881444.

Payments

We offer payment by cheque or by PayPal and we can also donate the Sell order value to one of our chosen charities.

By Cheque

When we receive your order, we will check that it is complete, and that it meets our terms and conditions. Providing it does, we will post payment to you, by cheque, within 10 working days** for consumers and for businesses trading in less than 10 handsets. Businesses trading in more than 10 handsets will be paid within standard 30 day invoice terms.

Please Note: Payments by cheque can only be made to the name and address on the Sell order.
If you have damaged your cheque, you can have it reissued, free of charge, by posting us a written request and including the damaged cheque to the following address:

MPRO
The Continuum
Moderna Business Park
Mytholmroyd
West Yorkshire
HX7 5QQ

If the damaged cheque is not received by us, a cancelation fee will apply and will be deducted from the re-issued cheque value.

If you have lost your cheque, you can request for it to be cancelled and re-issued. A cancellation fee will apply and will be deducted from the re-issued cheque value.

All cheque payments include VAT, if you are a VAT registered business you must send a VAT invoice for the Sell order amount + VAT with your Sell order. Failure to do so may result in only the Sell order amount being paid inclusive of VAT.

All cheques are valid for up to 12 months only, if you do not cash your cheque in this time it will be declined by our bank and no further cheques / payments will be issued.

By PayPal

Payments by PayPal can only be paid to the PayPal account email address on the Sell order and will be paid within 10 working days** for consumers and for businesses trading in less than 15 handsets. Businesses trading in more than 15 handsets will be paid within standard 30 day invoice terms. Please note that PayPal may charge you a fee to receive a payment.

In the event of an invalid or incorrect PayPal account email address being given, MPRO reserve the right to make payment by cheque instead. Please take special care when typing your PayPal account name, if we pay the money into the wrong account, it may be out of our control to recoup the money back. MPRO will make a provision to reiterate this point by sending a confirmation email to double check that the PayPal account email address is correct. If it is not correct you will have 48 hours to reply with a correct PayPal account email address.

By Donation to Charity

If you chose to donate the Sell order amount to one of our chosen charities, we will make payment to them by cheque within 10 working days and will request a receipt / certificate to be presented to you as the donor / sponsor as proof of payment.

**Order Processing

Our aim is to pay all orders within 10 working days (our average is 7 working days) for all working handsets and this is set as a guideline for the processing of an order from reception to payment leaving the building. We may take longer for non-working handsets as we sometimes need more time to inspect / repair / test them prior to purchase. In busy periods we may take longer than 10 working days (our average is14 working days) to send payment and we ask that you bear with us while we process your order. You can email us @ info@mpro.mobi or call 0871 2881444 should you need to chase a payment.

Events Outside Of Our Control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a contract that is caused by events outside our reasonable control or due to our compliance with any applicable laws or regulations.

 

2. Repairing a device Terms & Conditions (Please read Carefully)

Prior to sending

Before sending your mobile device or tablet to MPRO for repair you must ensure that you have removed your sim card and memory card from the handset. If you send these by mistake MPRO cannot offer any guarantee that they will be returned. You must where possible try and backup any data that you have on the handset (device numbers, pictures, videos, music and games etc) as MPRO cannot be held liable if they are removed / deleted during the repair process which in most cases does happen if a software/ firmware upgrade is required.

Repair Pricing

All prices displayed include VAT and are for a guide only. The prices are subject to change at our discretion, though you will be notified if a change is applicable prior to any work being carried out. Price fluctuations usually only happen if the demand for some parts is high and as a result increases the market price. 99% of the time the price you pay is the price we show on the website. Other factors that may result in a price change maybe down to selecting the wrong fault description or if we find other faults that were not included on the repair order. We will contact you if this is the case prior to any work being carried out.

Minimum charge

Our minimum Diagnostic Charge is the minimum you will pay and is none refundable as it covers our time and expenses at processing the repair order. If your mobile device is found to have no fault, or is beyond economical repair, the Diagnostic charge will still be charged as well as return postage prior to being returned. If this charge is not met we will keep the mobile device to cover the costs we have incurred. This is general practice across most service centres and is only used as a last resort measure to recover our costs.

Repair Quotes

If we can repair your mobile device for the prices quoted on our website order we will carry out the repair and contact you for payment when completed. We will require payment either by credit or debit card or by PayPal. We can accept cheques though this will delay the return of your repaired mobile device as we will have to wait for bank clearing.

If other faults are found with your mobile device we will quote for these accordingly prior to going ahead with the repair. We will contact you by telephone and / or email to let you know when the repair is completed.

Warranty Repairs (Samsung Only)

You can send a Samsung mobile device for a warranty repair by clicking on the Samsung logo on our repair page of the website and printing off and completing a warranty repair form. If you send a Samsung device for warranty repair we will carry out the repair free of charge and invoice Samsung for the repair. A warranty repair will only be carried out if the fault meets Samsung’s warranty requirements. It does not cover any physical damage to the mobile device such as broken screens, cracked or dented casings / missing keys, water damage, damaged or removed IMEI labels etc. The mobile device must have been purchased within 24 months of returning the device to us for repair, we can find out the production date of the handset using the serial number, but in some cases we will require for you to send us a proof of purchase, like a shop receipt or an invoice. If we ask you for a proof of purchase we will only be able to carry out the repair under warranty once we have received it. In some rare cases, we may have to escalate a repair by sending it to Samsungs main factory repair hub for a high level repair. If this is required we will firstly notify you and let you know roughly how long it will take. The usual TAT is 5-10 working days.

Turnaround time

We will endeavour to repair all mobile devices within 2-5 working days depending on parts availability. We always carry a good stock of parts but we cannot stock everything so in some cases more time may be needed and you will be notified of this.

Incoming Postage

We do not accept responsibility for non-delivery of devices or damage in transit. We therefore recommend that you send any high value mobile devices by Royal Mail Recorded or Special delivery to ensure successful delivery and at least get a proof of postage from the post office.

Repair orders must be sent to

MPRO
The Continuum
Unit 17 Moderna Business Park
Moderna Way, Mytholmroyd
Hebden Bridge
HX7 5QQ

Return Postage

We charge for return postage and have a Premium service with Royal Mail Special Delivery charged at £6.99 which takes 1-2 days. This charge only covers the return of one mobile device which will cover most repair orders, but if you send more than one mobile device to us for repair we may charge slightly more depending on the weight of the package. You will be quoted the difference prior to returning. If you wish to contact us at any point during the repair process please call 0871 2881444 (calls to this number are charged at 10p per minute from a BT landline)

Events Outside Of Our Control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a contract that is caused by events outside our reasonable control or due to our compliance with any applicable laws or regulations.

 

3. Buying a used or refurbished device terms & conditions (please read carefully)

We offer our devices in a number of conditions or grades that represent the condition and functionality of the device. In some cases we will offer a device in a box with original accessories and is usually stated within the sale description. In other cases we may sell the device on its own or in a batch or bulk sale.

Grades

• New = New Product (expect it to be in new boxed condition)
• Grade A = Refurbished to a new standard with original or high quality parts.
• Grade B+ = Partially refurbished or is in excellent condition (expect the tiniest of wear & tear)
• Grade B = Used condition (expect general wear & tear)
• Grade C = Used condition (expect heavier wear & tear)
• Grade D = Used condition (may require a repair or have a part missing)
• BER = Used condition (considered to be non-working and may not be repairable, usually sold for spares)

Warranty

Up to 7 days

We offer a 7 day – money back warranty on all new, grades A, B+, B and C devices as long as they are returned in the condition that they were supplied in and with all additional accessories supplied with. If for any reason the device is returned in a poorer condition or with any accessories missing or damaged we shall offer a partial refund, retaining the rest to put towards making the goods back to the original condition.

Up to 28 days

We offer a 28 day – replacement exchange “like for like” on all New, grade A, B+, B and C devices as long as they are returned in the condition that they were supplied in and with all additional accessories supplied with.

After 30 days

• We offer 12 month repair warranty with all New and Grade A devices
• We offer 6 month repair warranty with all grade B+ devices
• We offer 3 month repair warranty with all grade B devices
• We offer a 30 day repair warranty with all grade C devices
• We offer no warranty with any grade D or BER devices; these are also non-refundable.

Returns Process

Our returns process is quite straight forward. All we ask is that you email us at info@mpro.org.uk with a reason for return / fault description and with your device details and your contact details. We will then issue an RA (Returns Authorisation) number. This number is very important and must be included within the package when returning, either on an enclosed letter or on the outer packaging, it helps us to process the return much more quickly, without it, a return may take longer to be processed, it may also mean the return may not be processed.

Please use the following returns address

MPRO
The Continuum
Unit 17 Moderna Business Park
Moderna Way, Mytholmroyd
Hebden Bridge
HX7 5QQ

 

4. Customising a device terms & conditions

Prior to sending

Before sending your mobile device to MPRO for customising / refurbishing you must ensure that you have removed your sim card and memory card from the handset. If you send these by mistake MPRO cannot offer any guarantee that they will be returned. You must where possible try and backup any data that you have on the handset (device numbers, pictures, videos, music and games etc) as MPRO cannot be held liable if they are removed / deleted during the repair process which in most cases does happen if a software/ firmware upgrade is required.

Customise Pricing

All prices displayed include VAT and are for a guide only. The prices are subject to change at our discretion, though you will be notified if a change is applicable prior to any work being carried out. Price fluctuations usually only happen if the demand for some parts is high and as a result increases the market price. 99% of the time the price you pay is the price we show on the website. Other factors that may result in a price change maybe down to selecting the wrong fault colour or if we find other faults that were not included on the customise order. We will contact you if this is the case prior to any work being carried out.

Minimum charge

Our minimum Diagnostic Charge is the minimum you will pay and is none refundable as it covers our time and expenses at processing the customise order. If your mobile device is found to have a fault, or is beyond economical repair, the Diagnostic charge will still be charged as well as return postage prior to being returned. If this charge is not met we will keep the mobile device to cover the costs we have incurred. This is general practice across most service centres and is only used as a last resort measure to recover our costs.

Turnaround time

We will endeavour to customise all mobile devices within 2-5 working days depending on parts availability. We always carry a good stock of parts but we cannot stock everything so in some cases more time may be needed and you will be notified of this.

Incoming Postage

We do not accept responsibility for non-delivery of devices or damage in transit. We therefore recommend that you send any high value mobile devices by Royal Mail Recorded or Special delivery to ensure successful delivery and at least get a proof of postage from the post office.

Customise orders must be sent to

MPRO
The Continuum
Unit 17 Moderna Business Park
Moderna Way, Mytholmroyd
Hebden Bridge
HX7 5QQ

Return Postage

We charge for return postage and have a Premium service with Royal Mail Special Delivery charged at £6.99 which takes 1-2 days. This charge only covers the return of one mobile device which will cover most repair orders, but if you send more than one mobile device to us for repair we may charge slightly more depending on the weight of the package. You will be quoted the difference prior to returning. If you wish to contact us at any point during the repair process please call 0871 2881444 (calls to this number are charged at 10p per minute from a BT landline)

Events Outside Of Our Control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a contract that is caused by events outside our reasonable control or due to our compliance with any applicable laws or regulations.

Events Outside Of Our Control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a contract that is caused by events outside our reasonable control or due to our compliance with any applicable laws or regulations.