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, not VAT registered. Registered in the Commercial Register of the District Court Banská Bystrica, Slovakia, section Sro, insert no. 50709/S. Phone: +421 951 431 273 (By phone Mon–Fri 9:00–17:00 (CET)). Contact email: info@fixhive.eu.

Conclusion of the contract

You place an order in these steps: choose your phone model and the repair (or Diagnostics), choose a Packeta point, fill in your contact and billing details, review the order summary, and submit the order — by paying for the protective box, or with the order button if you send the phone in your own packaging (section 1). Before submitting, you can check all details and correct any input errors by going back to an earlier step. The contract is concluded when we confirm your order by email (with the protective box, after you pay for it). If we arrange an order with you by phone or email, the contract is concluded when we confirm it by email.

The contract is concluded in the language of the storefront in which you placed the order (English). We archive the concluded contract electronically and will make it available to you on request.

We carry out the repair within 24 hours of receiving the phone. We ship the repaired phone back once the repair price is paid (section 2).

1. Your own packaging or the protective box

You can send us the phone in your own packaging: right after you submit the order, we email you a drop-off code and a packing guide; you pack the phone and hand it in at a staffed Packeta point. You pay nothing in advance and shipping is free both ways. When you send the phone in your own packaging, you are responsible for packing it adequately according to our guide. If you don't hand the phone in within 14 days of ordering, we cancel the order free of charge.

If you choose the protective box, you pay €5 when you order. This amount covers only the protective box, which we deliver to your chosen Packeta point together with a drop-off code; with it, you hand the phone in, packed in the box, at the same point. Shipping is free — both ways; if you decline a repair after Diagnostics, shipping the phone back is part of the fee under section 4. It is not a deposit toward the repair and is not counted toward its price.

At your express request, we dispatch the protective box straight after the contract is concluded, so the box fee is not refunded once the box has been dispatched — neither on withdrawal (section 12) nor when the repair can't be done because of the phone's condition (section 3). We refund it if the box has not yet been dispatched, if we cancel the order (for example, when the box can't be delivered — in that case we refund all payments), or if the repair can't be done for a reason on our side (section 3).

2. Repair price and payment

If you choose a specific repair, the price shown for that repair on your model applies. The price of a specific repair is fixed and does not change afterwards; the protective box (section 1) is a separate item. This does not affect your right of withdrawal (section 12). You pay the repair price once the repair is complete, before the phone is shipped back to you. Payment is by card (or Link) via Stripe; your card details never reach us. For orders arranged by phone or email, you can also pay by bank transfer.

The only exception is when, after we receive or open the phone, it turns out the repair cannot be carried out. In that case we send the phone back unrepaired, at no further charge, with the reason given — see section 3.

If you're not sure what's wrong with the phone, you can also order Diagnostics on its own; you only pay €35 for it if you decline the repair — see section 4.

For every payment (protective box, repair, diagnostics) we issue a separate invoice and email it to you as a PDF; you can also find it on your order page. We are not VAT registered, so the invoices don't include VAT.

3. When a repair isn't possible

If, after receiving or opening the phone, we find that the requested repair can't be carried out (for example due to a bent frame or a dead board), we send the phone back unrepaired and charge nothing for the repair or for sending the phone back — we'll let you know the reason by email and on the order tracking page. In this case you also don't pay the diagnostics fee of €35 described in section 4 — that fee only applies when you decline a repair after Diagnostics.

If you ordered the protective box, its fee is not refunded in this case, as that service has already been provided. We do refund it if the cause is on our side — for example, if the required part is unavailable or we offered the repair for your model by mistake.

4. Diagnostics and declining a repair

We'll send you the exact repair price within 24 hours of receiving your phone. Diagnostics are free if you approve the repair. If you decline the repair, we charge €35 for diagnostics and shipping the phone back; if the phone can't be repaired, we don't charge this fee. Please reply to our quote within 14 days.

This only applies to a stand-alone diagnostic order, not a specific repair — its price is fixed and does not change afterwards (see section 2). The €35 fee covers the cost of diagnostics and shipping the phone back in its original condition. When you order, you pay at most for the protective box, if you choose it — not the diagnostics fee; we charge that fee only after you decline the repair, and ship the phone back once it is paid. We don't charge the fee if diagnostics show that the phone can't be repaired (section 3).

Please reply to our quote within 14 days. If we don't hear from you, we may remind you; if you still don't reply, we may treat the order as declined (with the fee under this section).

5. Warranty and statutory rights

We provide a voluntary 12-month warranty on the replaced part and the work carried out, starting from the day you collect the repaired phone. After you collect it, we email you a warranty certificate as a PDF. The time from making a claim until the defect is removed does not count toward the warranty period. The warranty does not cover damage caused by a drop, pressure, liquid, a power surge or third-party intervention after the phone is returned, nor other faults that were not the subject of the repair.

Independently of this warranty, you have the statutory rights for defects in the repair — at least those under Slovak law (§§ 653–655 of the Slovak Civil Code). Your statutory rights under the law of your country remain unaffected; you can claim defects within at least the periods it provides. The warranty does not limit these rights; you exercise both by making a complaint (section 10).

6. Shipping and insurance

With your own packaging, you hand the packed phone in with the drop-off code at a staffed Packeta point. If you choose the protective box, we deliver it to the Packeta point you choose and you hand the phone in, packed in it, at the same point. We send the repaired phone back to your chosen Packeta point. The parcel with your phone is insured both on the way to us and back, at the value we record for your model, up to €700 (for a Hungarian Packeta point up to €594, the euro equivalent of Packeta's 220,000 Ft limit). We are liable for loss of or damage to the phone in transit in accordance with the law. We handle every such case for you: we file the claim with the delivery service — you only report the damage to us, ideally within 24 hours of collecting the parcel (reporting it later does not take away your rights), and send photos of the packaging and the phone. We are not liable for damage resulting from a phone sent in your own packaging not having been packed adequately according to our guide.

7. Data on the phone

Back up your data before handing in the phone. With some repairs (in particular OS recovery and data recovery), data may be lost even when the work is done properly; we'll warn you of this risk for the specific repair. We are liable for loss of data in accordance with the law; however, you bear the consequences of not having backed up your data.

8. Return of the phone; unpaid or uncollected repair

We ship the repaired phone once the repair price is paid; after a declined Diagnostics, once the fee under section 4 is paid. Until then we retain the phone (right of retention under § 151s of the Slovak Civil Code). Storage is free of charge. If you don't collect the parcel at the Packeta point and it is returned to us, we keep the phone safe and agree the next steps with you.

If you don't collect the phone or pay the amount due within 6 months of the day you should have done so (that is, 1 month after we notified you that the repair was done), we may sell the phone under § 656 of the Slovak Civil Code. We first notify you in writing of the intended sale and give you an additional period of at least 30 days. Before any sale, we irreversibly erase all data on the phone. From the proceeds we deduct the amount due and the necessary costs of the sale, and pay the rest to you on request.

9. Order tracking

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

10. Complaints

You can make a complaint about any defect in a completed repair — during the warranty period or within the statutory periods (section 5). Make it by email to info@fixhive.eu, by letter to our registered office, or by phone at +421 951 431 273, with your order number and a description of the defect. We send you a protective box free of charge for sending in the phone; shipping both ways is at our cost.

We confirm receipt of your complaint by email without undue delay, stating the date it was made, its content, the remedy you request, our contact details and the deadline for handling it, which is at most 30 days from the day you made the complaint. If we don't settle the complaint within that time, you may withdraw from the contract or claim a reasonable discount.

You choose the remedy, in the order set by law: first, free removal of the defect; if that is impossible, isn't done within a reasonable time, or the defect recurs, you may ask for a reasonable discount or withdraw from the contract and get the repair price back.

We confirm in writing (by email) how the complaint was settled, stating the date and method of settlement, the repair carried out and how long it took; if we reject your complaint, we give you the reasons in writing together with information on out-of-court dispute resolution (section 14). You can also contact the Slovak Trade Inspection Authority, which supervises us, or the consumer authority or the European Consumer Centre in your own country (section 13).

11. Privacy

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

12. Right of withdrawal

Under Slovak Act No. 108/2024 Coll. on Consumer Protection, as a consumer you have the right to withdraw from this contract without giving a reason within 14 days of concluding it. If the last day of the period falls on a Saturday, Sunday or public holiday, the period ends on the next working day. You can do so by any unambiguous statement — by email to info@fixhive.eu, by letter to our registered office, using the sample withdrawal form below, or with the “Withdraw from contract here” button on your order tracking page. To meet the deadline, it is enough to send your notice before the period expires. We confirm receipt of your withdrawal by email without delay.

In your order, you expressly ask us to start providing the service before this period expires — we dispatch the protective box (if you chose it) straight away and carry out the repair within 24 hours of receiving the phone (see “Conclusion of the contract”). The right of withdrawal therefore ends once the service has been fully provided (the repair has been carried out). If the repair hasn't been carried out when you withdraw, your right of withdrawal remains until the 14-day period expires.

If you withdraw, we refund all payments received from you within 14 days of receiving your notice, using the same means of payment you used. If, at your express request, we have already dispatched the protective box, we keep the box fee as payment for the service actually provided (Art. 14(3) of Directive 2011/83/EU and § 21(5) of Act No. 108/2024 Coll.); if the box has not yet been dispatched, we refund that fee too. For a stand-alone Diagnostics order: if you withdraw after the diagnostics have been performed (once we have sent you the quote), we handle it like declining the repair — the €35 diagnostics fee is payment for the service already provided (Art. 14(3) of Directive 2011/83/EU). Before the diagnostics, you pay no such fee. Otherwise, if we already have your phone or you have already sent it to us, we send it back unrepaired, free of charge.

13. Supervisory authority

Slovak Trade Inspection Authority (Slovenská obchodná inšpekcia), Inspectorate for the Banská Bystrica Region, Dolná 46, 974 00 Banská Bystrica, Slovakia, www.soi.sk. As a consumer, you may also contact the consumer protection authority or the European Consumer Centre in your own country.

14. Alternative dispute resolution

If you are not satisfied with how we handled your complaint, or you believe we have breached your consumer rights, you can first send us a request for redress by email to info@fixhive.eu. If we reject it or don't reply within 30 days of its sending, you may submit a proposal for alternative dispute resolution under § 11 of Slovak Act No. 391/2015 Coll. on Alternative Dispute Resolution of Consumer Disputes to the Slovak Trade Inspection Authority or another alternative dispute resolution body from the list kept by the Ministry of Economy of the Slovak Republic (list of ADR bodies). For help with a cross-border dispute, you can also turn to the European Consumer Centre or the consumer protection authority in your own country. This does not affect your right to go to court.

The contract is governed by Slovak law. This choice does not deprive you, as a consumer, of the protection of the mandatory consumer-protection provisions of the country where you have your habitual residence (Art. 6 Rome I Regulation).