MacMates Terms & Privacy Policy

These Terms & Conditions (“Terms”) govern the products and services provided by MacMates (“MacMates”, “we”, “us”, or “our”) to customers (“Customer”, “you”, or “your”).

MacMates provides repair, diagnostic, maintenance, sales, trade-in, and related services for electronic devices, including Mac computers, MacBooks, iPhones, iPads, smartphones, tablets, computers, and other electronic devices (collectively, “Devices”).

By requesting a service, authorizing a repair, purchasing a Product, submitting a Device to MacMates, or otherwise using our services, you acknowledge that you have read and agree to these Terms.

Nothing in these Terms is intended to limit or exclude any rights or remedies that cannot legally be excluded under applicable law.

1. REPAIR SERVICES

1.1 Diagnostics and Repair Estimates

• MacMates will make reasonable efforts to diagnose and repair your Device with appropriate care and skill.
• Before proceeding with a paid repair, MacMates will provide an estimate or quote where reasonably possible.
• The initial estimate may change if additional damage, defects, or required repairs are discovered after the Device has been opened or further diagnosed.
• MacMates will obtain Customer authorization before performing additional paid work that was not included in the original authorization.
• All prices are in Canadian dollars and are subject to applicable taxes.
• Quotes may be subject to change due to parts availability, supplier pricing, changes in Device condition, or other circumstances.

1.2 Repair Completion Times

Any repair completion time provided by MacMates is an estimate only.

Repair times may be affected by:

• Parts availability;
• Shipping or supplier delays;
• Additional damage discovered during repair;
• Device condition;
• Diagnostic requirements;
• Software issues;
• Manufacturer or supplier delays; or
• Circumstances outside MacMates' reasonable control.

MacMates will make reasonable efforts to keep Customers informed of significant delays.

2. DIAGNOSTIC FEES

MacMates may charge a diagnostic fee when a Device is submitted for diagnosis.

The applicable diagnostic fee will generally be:

• $50 + applicable tax, or
• $100 + applicable tax,

depending on the Device and the complexity of the diagnostic service.

The applicable diagnostic fee will be communicated to the Customer before or during the diagnostic process where reasonably possible.

A diagnostic fee may apply even if the Customer decides not to proceed with a repair.

Where MacMates specifically agrees in writing to waive or credit the diagnostic fee toward a repair, the applicable repair documentation will govern.

3. ADDITIONAL DAMAGE DISCOVERED DURING REPAIR

A Device may contain damage or defects that cannot be identified until the Device is opened or additional diagnostic testing is performed.

Examples may include:

• Previous repair damage;
• Liquid damage;
• Corrosion;
• Damaged internal components;
• Motherboard faults;
• Broken connectors;
• Bent frames;
• Damaged screws or brackets; or
• Other pre-existing conditions.

If additional paid work is required, MacMates will communicate the additional cost and obtain Customer authorization before proceeding.

4. LIQUID-DAMAGED DEVICES

Liquid damage can cause unpredictable and progressive damage to electronic components.

MacMates may attempt to diagnose or repair a liquid-damaged Device, but no guarantee can be made that liquid-damage treatment will restore the Device or prevent future failure.

Opening or attempting to repair a liquid-damaged Device may reveal additional damage or cause previously compromised components to fail.

Liquid-damage repair is not covered by the standard repair warranty unless specifically stated in writing on the repair invoice.

5. MACMATES 90-DAY REPAIR WARRANTY

Unless otherwise stated in writing on the Customer's repair documentation, repairs performed by MacMates are covered by a 90-day limited repair warranty beginning on the date the repair is completed.

The 90-day warranty applies to the specific repair and parts installed by MacMates.

5.1 What the Repair Warranty Covers

Where the same repaired component or repair-related issue fails during the applicable warranty period, MacMates may, at its discretion and subject to applicable law:

• Re-diagnose the Device;
• Repair the affected component;
• Replace a defective part; or
• Provide another appropriate remedy.

A covered warranty repair will generally be performed without additional labour charges.

5.2 What the Repair Warranty Does Not Cover

The 90-day repair warranty does not cover problems unrelated to the original repair, including:

• New accidental damage;
• Drops or impacts;
• Cracked or broken screens occurring after the repair;
• Liquid or moisture damage occurring after the repair;
• Physical damage;
• Bent or crushed housing;
• Corrosion or oxidation;
• Unauthorized repairs;
• Tampering or modification;
• Use of incompatible or faulty accessories;
• Software problems unrelated to the repair;
• Malware or viruses;
• Normal wear and tear;
• Damage caused by misuse or abuse; or
• Any other failure unrelated to the original repair.

If a Device is subsequently opened, modified, or repaired by another repair provider, the MacMates repair warranty may no longer apply to the affected repair, subject to applicable law.

6. PARTS USED FOR REPAIRS

MacMates may use different types of replacement parts depending on Device availability, repair requirements, cost, and Customer preference.

Parts may include:

• OEM (Original Equipment Manufacturer) parts;
• Aftermarket parts;
• Refurbished parts; or
• Other compatible replacement parts.

Where the type of replacement part is material to the repair, MacMates will communicate the applicable part type to the Customer.

The warranty applicable to a repair applies to the parts and workmanship covered by the repair invoice.

7. BATTERY REPLACEMENT

Battery replacement services are covered by the applicable MacMates repair warranty unless otherwise stated on the invoice.

Battery capacity naturally decreases over time as a result of normal use.

Normal battery degradation after replacement is not necessarily a defect.

Battery-related warranty coverage does not apply to damage caused by:

• Physical damage;
• Liquid exposure;
• Unauthorized opening or repair;
• Battery tampering;
• Incorrect charging equipment;
• Misuse;
• Accidents; or
• Other circumstances outside normal use.

8. SCREEN REPAIRS

A screen replacement covers the screen component and workmanship specifically identified on the repair invoice.

A screen replacement does not guarantee the repair of unrelated Device problems.

Examples of unrelated problems include:

• Motherboard faults;
• Charging problems;
• Battery problems;
• Camera problems;
• Audio problems;
• Liquid damage;
• Software issues; or
• Other unrelated hardware failures.

9. DATA AND CUSTOMER RESPONSIBILITY

9.1 Backups

Customers are responsible for backing up all data before submitting a Device to MacMates.

This includes:

• Photos;
• Videos;
• Contacts;
• Messages;
• Documents;
• Applications;
• Passwords;
• Business information;
• Files; and
• Other personal data.

Repair, software restoration, operating-system updates, component replacement, Device resets, or other technical procedures may result in data loss or corruption.

To the fullest extent permitted by law, MacMates is not responsible for loss or corruption of data stored on a Device.

9.2 Passcodes and Access

MacMates may require a Device passcode or appropriate access to perform certain diagnostic and functional tests.

If the Customer does not wish to provide the required passcode, MacMates may be unable to perform a complete functional test.

This may delay the repair or prevent MacMates from verifying whether certain functions are operating correctly.

Customers should not provide unnecessary passwords for banking, email, social media, or other unrelated accounts.

10. DEVICE CONDITION

Customers must disclose known issues or circumstances that may affect the Device, including:

• Previous repairs;
• Liquid exposure;
• Accidental damage;
• Battery problems;
• Missing components;
• Activation locks;
• Account locks;
• Security locks;
• Previous unauthorized repairs; and
• Other known defects.

MacMates may refuse or decline a repair where the Device presents a safety risk, cannot reasonably be repaired, or where appropriate parts or repair capabilities are unavailable.

11. SOFTWARE SERVICES

MacMates may provide software-related services, including:

• Operating-system installation;
• Software troubleshooting;
• Data transfer;
• Device setup;
• System optimization;
• Software recovery; and
• Account configuration.

Software services may result in deletion or alteration of data.

Customers are responsible for maintaining backups.

MacMates does not guarantee compatibility with every application, operating system, peripheral, account, or third-party service.

12. CPO / USED / REFURBISHED DEVICE WARRANTY

MacMates provides a 180-day (6-month) limited warranty on eligible Certified Pre-Owned (“CPO”), used, and refurbished Devices sold by MacMates, unless a different warranty is expressly stated on the Customer's invoice.

The warranty begins on the date of purchase.

12.1 What Is Covered

The 180-day warranty covers eligible defects in materials and workmanship affecting the functionality of the Device.

If a covered defect occurs during the warranty period, MacMates may, subject to applicable law and at its discretion:

• Repair the Device;
• Replace the defective component;
• Exchange the Device for an equivalent or comparable Device; or
• Provide another appropriate remedy.

Any remedy is subject to parts availability, Device availability, and applicable law.

12.2 What Is Not Covered

The CPO/used/refurbished Device warranty does not cover:

• Accidental damage;
• Drops or impacts;
• Cracked screens;
• Liquid damage;
• Corrosion or oxidation;
• Physical damage;
• Cosmetic damage that does not affect functionality;
• Unauthorized repairs;
• Tampering;
• Modifications;
• Damage caused by incompatible accessories;
• Misuse or abuse;
• Malware or viruses;
• Software problems unrelated to a covered hardware defect;
• Normal battery degradation;
• Lost or stolen Devices; or
• Damage resulting from circumstances outside normal intended use.

12.3 Battery Condition

Used and refurbished Devices contain batteries that may have experienced prior use.

Battery capacity naturally decreases over time.

Unless specifically stated on the invoice, normal battery capacity degradation is not considered a warranty defect.

Warranty Limitations

The warranty does not apply where the Device or the claimed defect has been affected by any of the following circumstances:

Parts or repair limitations

The Device cannot reasonably be repaired because required parts are unavailable, discontinued, or MacMates no longer has the capability to perform the required repair.

Identification or warranty information altered

The Device serial number, IMEI number, warranty label, or other identifying information has been removed, altered, defaced, damaged, or made illegible.

Excessive wear and tear

The claimed defect is the result of excessive wear and tear beyond normal intended use.

Physical or environmental damage

The defect or failure was caused by rough handling, dropping, impact, crushing, exposure to moisture or liquids, extreme temperatures, environmental conditions, corrosion, oxidation, or other physical or environmental damage.

Unauthorized modifications or repairs

The Device has been modified, opened, repaired, or serviced by a person or business other than MacMates, or unauthorized parts have been installed, where such action caused or contributed to the claimed defect.

Battery damage or tampering

The defect was caused by battery tampering, a short circuit, physical damage to the battery, improper installation, or use of the battery outside its intended purpose.

Network or third-party system problems

The issue is caused by a cellular network, carrier, Wi-Fi network, cloud service, account, server, or other third-party system rather than a hardware defect in the Device.

Software or operating-system issues

The Device requires a software update, operating-system update, configuration change, application update, or other software-related change that is unrelated to a hardware defect covered by this warranty.

Faulty or incompatible accessories

The defect was caused by a faulty, incompatible, modified, or unauthorized charger, cable, adapter, accessory, peripheral, or other connected equipment.

Misuse or abuse

The Device was used contrary to its intended purpose or was subjected to abuse, neglect, improper handling, or other misuse.

Warranty Claim Procedure

To make a warranty claim, the Customer should contact or visit MacMates and provide:

• The Device;
• Original sales receipt or other acceptable proof of purchase;
• A description of the problem; and
• Any information reasonably required by MacMates to diagnose the issue.

MacMates may perform diagnostic testing before determining whether the issue is covered by this warranty.

If the issue is determined to be covered, MacMates will provide the applicable warranty remedy.

If the issue is determined not to be covered, the Customer may be responsible for applicable diagnostic, repair, parts, or other charges before additional work is performed.

Warranty Period

The CPO / used / refurbished Device warranty begins on the original purchase date and remains valid for 180 days (6 months).

The warranty does not automatically renew or restart following a warranty repair, replacement part, or exchange unless required by applicable law or expressly agreed to by MacMates.

Transferability

This warranty is transferable with the Device.

If the Device is sold, gifted, or otherwise transferred to another owner during the original 180-day (6-month) warranty period, the remaining portion of the warranty will transfer to the new owner.

The warranty period does not restart or extend when ownership of the Device changes.

No Effect on Statutory Rights

Nothing in this warranty is intended to limit, exclude, or waive any statutory warranty, condition, consumer right, or remedy that cannot legally be limited or excluded under applicable law.

The new owner must provide reasonable proof that the Device was originally purchased from MacMates, such as the original sales receipt, invoice, or other documentation acceptable to MacMates.

The warranty remains tied to the specific Device and its identifying information, including, where applicable, its serial number or IMEI.

The warranty cannot be transferred separately from the Device and has no cash value.

13. RETURNS AND EXCHANGES

1. Device Exchanges — 15 Days

MacMates offers an exchange-only policy for eligible Devices purchased from our store.

Devices may be exchanged within 15 days from the original date of purchase, provided that:

• The original sales receipt or proof of purchase is provided;
• The Device is returned in substantially the same condition in which it was purchased;
• The Device has not been physically or liquid damaged;
• The Device has not been modified, opened, or repaired by an unauthorized person or repair facility;
• All included accessories, where applicable, are returned with the Device; and
• The Device passes MacMates' inspection and diagnostic testing.

MacMates does not provide refunds for eligible Device returns under this 15-day policy. An eligible Device may be exchanged for another Device, subject to availability and the conditions below.

2. Exchange Difference

If the replacement Device has a higher purchase price, the Customer must pay the difference.

If the replacement Device has a lower purchase price, MacMates may provide the difference as store credit, rather than a cash or original-payment refund.

3. Devices with Damage

Devices showing signs of physical damage, liquid damage, abuse, misuse, unauthorized repair, modification, or other damage after purchase may not qualify for an exchange under this policy.

Any issue that develops after the 15-day exchange period may instead be handled under the applicable MacMates warranty, if the issue qualifies for warranty coverage.

4. CPO / Used / Refurbished Devices

CPO, used, and refurbished Devices are also eligible for exchange within 15 days of purchase, subject to the conditions of this Return & Exchange Policy.

5. Accessories

Accessories will be final sale, and are eligible for any returns and refunds.

6. Repair Services

Payments for repair services are generally non-refundable once the authorized repair work has been completed, except where otherwise required by applicable law.

Where a repair is covered by MacMates' repair warranty, MacMates will handle the issue in accordance with the applicable warranty terms.

7. Warranty vs. Exchange

The 15-day exchange policy is separate from MacMates' warranty.

The exchange period is intended to allow the Customer to exchange an eligible purchase shortly after purchase. After the 15-day period, a Device that develops a covered defect will generally be handled under the applicable warranty rather than the 15-day exchange policy.

14. TRADE-INS AND DEVICE PURCHASES

When MacMates purchases or accepts a Device from a Customer, the Customer represents that:

• They own the Device or have authority to sell it;
• The Device is not stolen;
• The Customer has disclosed known material defects;
• The Device is not subject to a restriction preventing its transfer;
• Information provided about the Device is accurate; and
• The Customer has authority to complete the transaction.

MacMates may inspect and test a Device before finalizing a purchase or trade-in value.

A quoted value may change if the actual Device condition differs materially from the condition described by the Customer.

MacMates may decline a transaction where ownership or transfer rights cannot reasonably be established.

15. ACTIVATION LOCKS AND SECURITY LOCKS

Customers are responsible for removing applicable activation and security locks before selling, trading in, returning, or servicing a Device where such access is required.

MacMates may refuse to complete a transaction involving a Device that remains locked to another person's account.

16. REPAIR PARTS AND REMOVED COMPONENTS

Parts removed during a repair may be retained by MacMates where permitted by law, including where:

• The Customer has agreed;
• The part must be returned to a manufacturer or supplier;
• The part has no practical value;
• The part is contaminated or unsafe; or
• Retention is otherwise permitted by law.

Where applicable law requires a removed component to be returned to the Customer, MacMates will comply with the applicable requirement.

17. PAYMENT

Payment is due when Products or Services are purchased unless MacMates has approved another payment arrangement.

All prices are in Canadian dollars.

Applicable taxes will be added to advertised or quoted prices where required.

Customers are responsible for paying all authorized charges.

18. UNCLAIMED DEVICES

MacMates will notify Customers when a repaired Device is ready for collection using the contact information provided by the Customer.

Customers are responsible for collecting their Devices within a reasonable period.

If a Device remains unclaimed for 45 days after the Customer has been notified that the Device is ready for collection, MacMates may treat the Device as abandoned and may take steps permitted by applicable law.

Before disposing of, selling, recycling, or otherwise dealing with an unclaimed Device, MacMates will comply with any applicable legal requirements.

Customers should ensure that their contact information remains accurate.

19. SAFETY

MacMates may refuse service on a Device that presents an unreasonable safety risk.

Examples may include:

• Severely swollen batteries;
• Burn damage;
• Severe liquid contamination;
• Exposed electrical components;
• Dangerous battery conditions; or
• Other hazardous conditions.

Where appropriate, MacMates may recommend discontinuing use of the Device.

20. PRE-EXISTING DAMAGE

MacMates is not responsible for defects or damage that existed before the Device was submitted for repair.

Where reasonably possible, MacMates may document the Device's condition before beginning work.

Devices with existing physical, liquid, structural, or internal damage may have an increased risk of additional failure during diagnosis or repair.

21. WARRANTY CLAIMS

To request warranty service, the Customer should contact or visit MacMates and provide:

• The Device;
• Original receipt or repair documentation where available;
• A description of the problem; and
• Any other information reasonably required to assess the warranty claim.

MacMates may perform diagnostics before determining whether a problem is covered.

If the issue is determined to be covered, MacMates will provide the applicable warranty remedy.

22. LIMITATION OF LIABILITY

To the fullest extent permitted by applicable law, MacMates will not be responsible for indirect, incidental, special, consequential, or punitive damages arising from Products or Services.

This may include, where legally permitted:

• Loss of income;
• Loss of business;
• Loss of profits;
• Loss of opportunity;
• Loss of use;
• Loss of data; or
• Other indirect losses.

Nothing in these Terms limits liability or rights where such limitation is prohibited by applicable law.

Nothing in these Terms is intended to remove, reduce, or waive statutory consumer rights.

23. CUSTOMER DATA AND PRIVACY

MacMates may collect information reasonably necessary to:

• Process purchases;
• Provide repair services;
• Communicate with Customers;
• Process warranty claims;
• Process returns;
• Complete trade-ins;
• Maintain business records; and
• Comply with legal requirements.

MacMates will handle personal information in accordance with applicable privacy laws and MacMates' applicable privacy practices.

Customers should remove unnecessary personal information before submitting a Device for service.

24. CUSTOMER RESPONSIBILITIES

Customers agree to:

• Provide accurate information;
• Provide accurate information about the Device;
• Maintain backups;
• Remove personal information when appropriate;
• Remove activation and security locks when required;
• Pay authorized charges;
• Collect Devices within the applicable period; and
• Follow reasonable safety and operating instructions.

25. CHANGES TO THESE TERMS

MacMates may update these Terms from time to time.

The Terms applicable to a transaction will generally be the Terms in effect when the transaction is entered into, subject to applicable law.

Updated Terms may be made available at the MacMates store, website, or through other appropriate means.

26. GOVERNING LAW

These Terms are governed by the laws of the Province of Ontario and the applicable federal laws of Canada.

Nothing in these Terms limits any mandatory consumer rights or remedies available to a Customer under applicable law.

27. CONSUMER RIGHTS

Nothing in these Terms is intended to waive, restrict, or exclude any consumer right, warranty, condition, remedy, or protection that cannot legally be waived, restricted, or excluded.

Where applicable, Ontario consumer-protection legislation and other applicable laws will continue to apply.

28. ENTIRE AGREEMENT

These Terms, together with the Customer's invoice, receipt, repair authorization, warranty documentation, and any other written terms specifically applicable to the transaction, constitute the agreement between MacMates and the Customer concerning the applicable Product or Service.

Where a specific written warranty or transaction document contains terms that differ from these Terms, the specific transaction terms will apply to the extent of the difference, subject to applicable law.

29. MACMATES CONTACT INFORMATION

MacMates

Address:
372 Kerr Street
Oakville, Ontario
Canada, L6K 3B8

Email: info.macmates@gmail.com

Phone: +1 905-598-7949

CUSTOMER ACKNOWLEDGEMENT

By authorizing a repair, purchasing a Product, submitting a Device to MacMates, or otherwise using MacMates' Products or Services, the Customer acknowledges that:

• They have had an opportunity to review these Terms;
• They understand that repair times are estimates;
• They understand the applicable warranty;
• They understand that they are responsible for backing up their data;
• They understand that Devices may have pre-existing or unrelated problems;
• They understand that additional damage may be discovered during diagnosis or repair;
• They have provided accurate information about their Device; and
• They agree to the applicable MacMates Terms & Conditions, subject to their rights under applicable law.

MacMates reserves all rights available to it under applicable law.

Your current MacMates policy, incorporated above