Dormouse Device

Terms of service

Last updated 24 October 2026

These are the terms for repairs and other work by Dormouse Device. Nothing here takes away your rights under consumer law.

Who we are

Dormouse Device is run by Lawrence Duffin, a sole trader, and is part of Albert Russell. Address: Rough Acre, Beech Lane, TN12 7HG. Email: [email protected].

How a repair works

  1. You send an enquiry. If it's something we can help with, we send you a link to your private repair page.
  2. You add your details there and agree to these terms. That's when our agreement starts.
  3. We arrange drop-off or collection, look at your device and, where there's a cost to agree, send you an estimate to approve on your repair page.
  4. We only go ahead with paid work once you've approved it.

Prices

  • Labour is charged by the time the repair takes. Parts are charged at the price shown in your estimate.
  • An estimate can be a range. If it looks like the cost will go over what you approved, we'll check with you before carrying on.
  • No fix, no fee: if we can't fix it, there's nothing to pay for the repair. This doesn't include delivery: if we collected or delivered your device, the delivery fee still applies.
  • Looking at your device is free. If you decline an estimate, there's nothing to pay for the repair (again, apart from any delivery fee).
  • Collecting your device from us is free. If we collect from or deliver to you, a delivery fee applies, which we'll tell you before we arrange it.
  • We're not VAT registered, so no VAT is added.

Your data and passcodes

  • Please back up anything important before handing your device over. Repairs can involve replacing drives or resetting software, and some faults put data at risk whatever anyone does.
  • We take reasonable care with your device and your data, and only access what the repair needs. We're not responsible for data loss that happens despite that care, for example from a failing drive.
  • If we need your passcode or password, we'll ask you directly. Please don't send one by email or message. How we store it is explained in our privacy policy.

Payment

  • You'll get an invoice on your repair page and by email. Payment is due within 7 days, by bank transfer (details on the invoice) or cash when you collect.
  • We may keep your device until the invoice is paid.

Getting your device back

  • When your device is ready, we'll let you know and arrange getting it back to you.
  • If it isn't collected, or you don't agree a time for delivery, we'll remind you in writing. If it's still with us 90 days after it was ready, and we've sent at least two reminders, we may sell or recycle it to cover what's owed, after wiping any data on it.

Guarantee

  • Repairs are guaranteed for 3 months: if the same fault comes back because of our work or a part we fitted, we'll put it right free of charge.
  • This doesn't cover accidental damage, liquid damage, or someone else working on the device afterwards.
  • This guarantee is on top of your legal rights, not instead of them.

Cancelling

Because we agree repairs online, by email or at your home, you have the right to cancel within 14 days of our agreement starting, without giving a reason.

  • To cancel, tell us clearly by email to [email protected] (you can use the wording below, but you don't have to).
  • When you add your details, you ask us to start straight away rather than wait 14 days. Nothing is charged until you approve an estimate, so cancelling before then costs nothing (apart from any delivery fee). If you cancel after approving one, you pay only for the approved work already done and any parts ordered for you.
  • Once the repair is finished within those 14 days, the right to cancel ends.
  • If you cancel and you've already paid for work that hasn't been done, we'll refund it within 14 days, the same way you paid.

Cancellation wording: "To Dormouse Device, Rough Acre, Beech Lane, TN12 7HG, [email protected]: I give notice that I cancel my contract for the repair of my [device], reference [DD-…], agreed on [date]. Name, address, date."

Our responsibility

  • We carry out work with reasonable care and skill, in a reasonable time.
  • We're responsible for loss or damage you suffer that's a foreseeable result of us breaking these terms or not using reasonable care and skill. We're not responsible for losses that weren't foreseeable.
  • Nothing in these terms limits our responsibility where the law doesn't allow it, such as for death or personal injury caused by negligence, or for fraud.

Problems and complaints

If something isn't right, email [email protected] with your reference and we'll reply within 5 working days. We'll always try to put it right.

Changes

We may update these terms. The version you agreed to when you added your details applies to your repair.