Terms of Service

Operator

FixHive is operated by fix phone s.r.o., registered office at Železničná 199/46, 984 01 Lučenec, Slovak Republic, Company ID (IČO): 56628340, Tax ID (DIČ): 2122371251, registered in the Commercial Register of the Slovak Republic. Contact email: info@fixhive.eu.

1. Protective box

When you order a repair, you pay €5. This amount covers only the protective box we send you, along with a label for the return trip. Shipping is free — both ways. It is not a deposit toward the repair and is not counted toward its price.

2. Repair price

If you choose a specific repair, the price shown for the model is fixed and final — it cannot change and we cannot decline it. You pay it once the repair is complete, before the phone is shipped back to you.

The only exception is when, after receiving the phone, it turns out the repair genuinely cannot be carried out. In that case we send the phone back unrepaired, free of charge, with the reason given — see section 3.

You can also order Diagnostics on its own, for free, if you're not sure what's wrong with the phone — see section 4.

3. When a repair isn't possible

If, after receiving the phone, we find that the requested repair can't be carried out (for example due to a bent body or damaged board), we send the phone back unrepaired and charge you nothing — we'll let you know the reason by email and on the order tracking page. This case does not involve the diagnostics fee of €35 described in section 4 — that fee only applies when a repair is declined after a stand-alone diagnostic, not when we can't perform the repair ourselves.

4. Diagnostics and declining a repair

Diagnostics are free if you approve the repair. If you decline the repair, we charge €35 for diagnostics and shipping the phone back.

This only applies to a stand-alone diagnostic order, not a specific repair — that can't be declined or revised (see section 2). The €35 fee covers the cost of diagnostics and shipping the phone back in its original condition. It's only charged once we send the phone back unrepaired — nothing is paid upfront at the time of order.

5. Warranty

We provide a 12-month warranty on completed repairs, starting from the date the phone is shipped back to you.

6. Order tracking

You track your order via the link you receive by email after paying for the protective box. This link is for you only — please don't share it.

7. Complaints

If a defect appears in a completed repair during the warranty period (section 5), email us at info@fixhive.eu with your order number and a description of the problem. We handle complaints within 30 days of receiving them. If you're not satisfied with how a complaint was handled, you can contact the Slovak Trade Inspection Authority (soi.sk) — the Slovak authority is the competent supervisory authority, since the seller is a Slovak company — or use the EU Online Dispute Resolution platform (ec.europa.eu/consumers/odr).

8. Privacy

For information on what personal data we process and why, see our Privacy Policy.

9. Right of withdrawal

As a consumer, you have the right to withdraw from this contract without giving a reason within 14 days of concluding it, in writing to info@fixhive.eu or using the sample withdrawal form below.

In your order, you explicitly ask us to begin the repair before this period expires — otherwise we wouldn't be able to ship it back to you within 24 hours of receipt, as promised. The right of withdrawal is therefore lost once the repair is fully completed. If it hasn't been completed yet at the time you withdraw, your right of withdrawal remains in place until the 14-day period expires; in that case we'll refund any payments received (e.g. for the protective box) within 14 days of receiving your withdrawal notice.