Service Terms & Warranty

1. Business information

These Service Terms & Warranty apply to services provided by CITRI MOBILE LLP, operating as Citri Mobile and C3 Smart Repair by Citri Mobile.

Legal business name: CITRI MOBILE LLP
UEN: T17LL0031A
Official telephone and WhatsApp: +65 9456 6455
Official email: contact@citrimobile.com
Official website: citrimobile.com

By approving a quotation or submitting a device for service, the customer agrees to these terms, subject to any additional written terms shown in the quotation or receipt and to applicable Singapore law.

2. Device assessment and quotation

We will assess the device and provide a quotation before carrying out chargeable work.

The quotation may include:

• The proposed service
• The replacement part category
• The quoted price
• The estimated completion time
• The applicable warranty period
• Known risks or limitations

The customer’s approval will be obtained before chargeable work begins.

If additional faults are discovered that would change the price or scope of work, we will contact the customer for further approval before proceeding.

3. Diagnosis and unsuccessful services

Standard initial diagnosis is generally provided without charge.

If a non-standard diagnostic, data-recovery attempt, specialised inspection or third-party charge may apply, it will be disclosed to the customer before that charge is incurred.

For standard service work, no labour charge will be imposed where we are unable to complete the agreed service successfully.

A customer-approved deposit, special-order part, external service or other agreed cost may remain payable where this was clearly disclosed before the order or work began.

4. Customer authorisation

The customer confirms that they are the lawful owner of the device or are authorised by the lawful owner to request the service.

The customer authorises CITRI MOBILE LLP to:

• Inspect the device
• Open the device where required
• Disconnect and reconnect components
• Perform agreed diagnostic tests
• Install the approved replacement part
• Test the device after service

We will not carry out materially different chargeable work without further approval.

5. Replacement-part categories

Depending on the device, availability and customer selection, we may offer the following part categories.

Apple genuine or manufacturer genuine parts

These are parts identified as genuine parts obtained through an applicable manufacturer programme or verified supply channel.

Availability and programme eligibility may vary.

Original-grade or compatible parts

These are compatible third-party parts selected according to their quality and compatibility.

“Original grade” is a quality description. It does not mean that the part was manufactured, supplied or warranted by the device manufacturer unless it is expressly identified as a manufacturer genuine part.

Refurbished original components

These are original manufacturer components that may have been restored, reconditioned or combined with replacement materials.

The selected part category should be explained before installation and identified on the quotation or receipt where reasonably practicable.

We will not knowingly describe a compatible third-party part as a manufacturer genuine part.

6. Apple-related services

Citri Mobile participates in Apple’s Independent Repair Provider programme for eligible out-of-warranty iPhone repairs within our approved scope.

Not every Apple-related service or replacement part offered by Citri Mobile falls under that programme.

Where an Apple genuine part is being supplied through the relevant programme, this will be explained to the customer.

Citri Mobile is independently owned and is not an Apple Store or Apple Authorised Service Provider.

Unless otherwise expressly stated, service warranties are provided by CITRI MOBILE LLP and not by Apple.

7. Prices and payment

Prices may vary according to:

• The exact device model
• Device condition
• The selected replacement part
• The work required
• Part availability
• Additional faults discovered during inspection

A price displayed online may be a starting or estimated price unless confirmed in a direct quotation.

Payment is due when the agreed service is completed, unless a deposit or different payment arrangement has been agreed.

Any additional charge requires customer approval before it is incurred.

8. Deposits and special-order parts

A deposit may be required for:

• Special-order parts
• Uncommon device models
• High-value components
• Customised work
• Work involving an external specialist

Where a part has been ordered specifically for the customer, the deposit may become non-refundable after the order is placed.

The applicable deposit conditions will be explained before payment is collected.

9. Estimated completion time

Completion times are estimates and may change because of:

• Part availability
• Additional faults
• Device condition
• Testing requirements
• Manufacturer systems or diagnostics
• Delays outside our reasonable control

We will take reasonable steps to inform the customer of a significant delay.

An estimated completion time is not a guarantee unless expressly confirmed in writing.

10. Data and backups

Customers should back up important data before submitting a device.

Electronic devices may contain pre-existing faults, storage failure, data corruption, liquid damage or other hidden issues.

We will take reasonable care when handling a device. However, to the extent permitted by law, CITRI MOBILE LLP is not responsible for data loss arising solely from a pre-existing fault, failing storage component, software corruption, liquid damage or another condition not caused by our failure to exercise reasonable care.

Nothing in these terms excludes liability that cannot legally be excluded.

11. Passcodes and personal information

A device passcode may be requested only where reasonably necessary for an agreed diagnosis or functional test.

Where possible, customers may remove their passcode, create a temporary passcode or remain present during testing.

We do not require customers to provide:

• Apple ID passwords
• Google account passwords
• Banking passwords
• One-time passwords

Our handling of personal data is described in our Privacy Policy.

12. Pre-existing and hidden faults

The customer should inform us of known faults, previous work, liquid exposure and physical damage before service begins.

Some devices may contain hidden damage that cannot be identified during an initial inspection.

Opening or testing a device may reveal:

• Corrosion
• Damaged connectors
• Missing screws or shields
• Previous unauthorised modifications
• Weak batteries
• Board-level faults
• Damaged cables
• Frame or housing distortion
• Other pre-existing problems

If a hidden problem affects the agreed service, we will inform the customer before carrying out additional chargeable work.

13. Liquid-damaged devices

Liquid-damaged devices may continue to deteriorate after cleaning or service because corrosion and electrical damage can affect multiple components.

A successful initial test does not guarantee that a liquid-damaged device will remain fault-free.

Any warranty offered for a liquid-damaged device will be stated expressly on the receipt. Parts or faults unrelated to the completed service are not covered unless expressly stated.

14. Warranty period

Most completed services are provided with a warranty of between 30 and 100 days, depending on:

• The replacement part
• The service performed
• Device condition
• Supplier coverage
• The option selected by the customer

The exact warranty period will be stated on the receipt or service record.

The receipt should be retained as proof of service and warranty.

15. What the warranty covers

Unless otherwise stated, the warranty covers a fault in the specific replacement part or service listed on the receipt during the stated warranty period.

Warranty service is subject to inspection and verification that:

• The reported issue relates to the covered part or service
• The warranty period has not expired
• The device has not suffered excluded damage after collection
• The device has not been opened or modified by another party after our service

16. Warranty exclusions

Unless expressly included in writing, the warranty does not cover:

• New cracks, dents or physical damage
• Drop, impact, pressure or misuse damage
• Water or moisture exposure
• Display lines, ink marks, dead pixels or screen damage caused by impact or pressure
• Damage to a component not listed on the receipt
• Unrelated software or account problems
• Data loss
• Normal wear and tear
• Problems caused by accessories or chargers not supplied as part of the service
• Damage caused by unauthorised opening, modification or later work by another party
• A pre-existing or hidden fault unrelated to the completed service
• Cosmetic differences that do not affect normal operation
• Manufacturer updates or software changes introduced after service

These exclusions do not apply where the issue was caused by our failure to exercise reasonable care or where liability cannot legally be excluded.

17. Warranty assessment and remedy

The customer may be required to present:

• The device
• The original receipt or service record
• Information about the reported problem

We will inspect the device before determining whether the issue is covered.

Where a valid warranty claim is confirmed, we may, as reasonably appropriate:

• Reperform the relevant service
• Repair the covered part
• Replace the covered part
• Offer another appropriate remedy

A cash refund is not automatic where the covered problem can reasonably be corrected, subject to the customer’s rights under applicable Singapore law.

18. Collection of devices

Customers will be informed when their device is ready for collection.

Customers should collect completed devices within a reasonable period.

Where a device remains uncollected for an extended period, we will make reasonable efforts to contact the customer using the contact information provided.

Any storage charge or further step concerning an uncollected device must be communicated in advance and handled according to applicable law.

19. Cancellations and refunds

A customer may cancel before work or a special-part order begins without a service charge, unless an agreed diagnostic or other disclosed cost has already been incurred.

Once a special-order part has been ordered, an agreed deposit may be non-refundable.

Where work has already been completed with the customer’s approval, the completed service and installed parts are payable.

Refund and warranty requests will be assessed according to:

• The approved quotation
• The service performed
• The device condition
• These terms
• Applicable Singapore law

20. Customer complaints

We will review complaints fairly and may request the device, receipt, photographs or relevant communications to investigate the matter.

Customers may contact:

CITRI MOBILE LLP
UEN: T17LL0031A
Telephone and WhatsApp: +65 9456 6455
Email: contact@citrimobile.com
Website: citrimobile.com

21. Applicable rights

These terms do not exclude or restrict any customer right or remedy that cannot legally be excluded or restricted under applicable Singapore law.

If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

22. Changes to these terms

We may update these Service Terms & Warranty when our services, processes or legal obligations change.

The latest version will be published on our website with an updated revision date.