Terms & Conditions
Effective date: 26 September 2026
Business: AY AUSTRALIA PTY LTD, trading as Pak Karingal / Pak Repairs
ABN: 42 672 929 869
Business and warranty claims address: K13/330 Cranbourne Rd Service Rd, Frankston VIC 3199, Australia
Email: [email protected]
Phone: 0407 667 040
1. About these terms
These terms apply to purchases, assessments and repair services supplied by us, and use of our website and customer account services. We give you an opportunity to review the relevant terms before you agree to a purchase or repair. A quote request, appointment request or account registration does not, by itself, authorise paid diagnostic work or repairs.
Your accepted quote and repair authorisation describe the particular work, price, parts and any agreed service-specific conditions. We will explain any difference from these standard terms before you authorise the work. An invoice issued after the work cannot retrospectively reduce a promise already made to you.
2. Your rights under Australian Consumer Law
Your statutory consumer rights apply in addition to our voluntary policies and warranties. Nothing in these terms excludes, restricts or modifies a right or remedy that cannot lawfully be excluded, restricted or modified. Those rights may continue after a stated warranty period ends.
Statutory statement for goods and services:
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
- to cancel your service contract with us; and
- to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.
You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
3. Product sales, returns and exchanges
Please check that an accessory is suitable for your device before purchase. If you tell us a particular purpose and rely on our advice, your applicable consumer rights remain protected.
We do not offer refunds solely because you change your mind. We may agree to a change-of-mind exchange, subject to stock availability, where the product is unused, in resellable condition and accompanied by its original undamaged packaging and proof of purchase. Any price difference and exchange arrangement must be agreed before the exchange. Change-of-mind exchanges are not offered for clearance or promotional goods unless we agree otherwise at purchase.
These change-of-mind conditions do not apply to remedies for faulty, incorrectly described or otherwise non-compliant goods. Discounted and clearance products retain applicable consumer guarantees. A specifically disclosed defect may affect a claim about that defect, but does not remove rights in relation to unrelated defects.
Screen protectors and decorative accessories can wear, scratch or break in ordinary use or after an impact. We do not give them a separate voluntary durability warranty unless one is expressly stated. This does not exclude remedies for defects in the product or our installation services. A screen protector does not guarantee that a device screen will never break.
Damage caused by misuse, impact or liquid exposure after supply is not itself a product defect. We will consider the cause and circumstances of a reported problem; the existence of a scratch or other unrelated damage does not automatically remove your rights.
Please provide reasonable proof of purchase. This can include a receipt, order confirmation, repair job record or other evidence that reasonably identifies the transaction. Original packaging is not required to exercise statutory rights for faulty goods.
4. Quotes, assessments and fees
Initial enquiries and quote requests are free. An estimate based on a description or external inspection may change if further examination reveals a different fault, but we will explain the revised work and price and obtain your approval before proceeding.
Checking / diagnostic fees start at $35 and may be higher depending on the device, its condition and the assessment required. The exact fee is the amount recorded on your repair job and approved by you before the assessment begins. Consumer prices include GST where applicable. We will explain the assessment scope and whether the fee will be credited towards a subsequent repair before you authorise it. An authorised checking fee may be payable even if the device is not repairable, is uneconomical to repair, or you decline the quoted repair. Any increase requires your further approval before the additional charge is incurred. We will not retrospectively charge for a diagnostic service advertised or agreed to be free.
Submitting a device for an assessment is not permission to undertake additional paid work. We will not exceed an approved price or spending limit without further authorisation. No separate assessment or repair fee applies to work we are required to perform without charge under a valid warranty or consumer guarantee claim.
Prices are in Australian dollars and consumer prices include GST where applicable. Any applicable delivery charge or payment surcharge will be disclosed before you agree to pay and will comply with applicable law.
5. Repair authorisation and device condition
You must own the device or have the owner’s permission to arrange its repair and authorise access needed for the work. Please tell us about known faults, liquid exposure, previous repairs, modifications and any important functional requirements.
We may record the device’s condition and identifying details at intake. Where a device will not turn on, has a damaged display or is otherwise untestable, we will record the testing limitations. An untested function is not assumed to have been working or defective; any later issue will be assessed on the available evidence.
Authorisation covers the agreed inspection, disassembly, parts replacement and reasonable testing necessary for the approved work. We will seek additional approval for materially different work, further charges, a proposed reset or other intentionally data-destructive procedure not already authorised. We do not undertake paid additional repairs merely because another fault is discovered.
We may decline work we cannot safely or lawfully perform. We do not bypass ownership protections without appropriate evidence and lawful authority.
6. Important repair notice — Australian Consumer Law
Repairing your device may result in loss of data stored on it. Back up important information before providing the device for repair, where possible. Tell us if it cannot be backed up and whether preserving data is your main priority. Data recovery or backup is not included unless separately agreed.
Where refurbished parts or replacement goods may be used, the following statutory notice applies:
Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.
We will disclose the proposed parts category and obtain your authorisation for the agreed repair. This notice does not itself authorise substitution of your whole device or a change to an agreed parts specification.
We will provide the applicable written repair notice before accepting your device for repair. The notice is a warning of repair risks, not a waiver of our responsibility to exercise due care and skill or of your statutory rights.
7. Parts, device access and repair limitations
Your quote or authorisation will identify whether relevant parts are new genuine, new third-party or refurbished, where applicable. We will not describe a part as genuine unless we can substantiate that description. Any material change to the agreed parts category requires your approval.
Depending on the device and repair, parts pairing, calibration or manufacturer software restrictions may affect functions such as battery-health reporting, display messages or biometric features. We will explain known material limitations before you approve the work. This does not excuse avoidable damage, faulty workmanship or failure to deliver an agreed result.
Opening a device may affect its water or dust resistance. Unless restoration to a particular rating is expressly included and verified, do not assume that its original resistance rating has been restored. This statement does not limit rights arising from the quality of our repair.
If we need a device passcode for testing, we will explain why and discuss alternatives such as you unlocking the device in store, where practical. Our authorised staff may access only information reasonably needed for the approved service. Do not provide your Google, Apple or other online-account password to us; where account action is needed, we will ask you to carry it out yourself. For questions about device information or access details, contact [email protected].
An independent repair may affect the terms of a manufacturer’s voluntary warranty. It does not automatically extinguish your Australian Consumer Law rights against any responsible supplier or manufacturer. Manufacturer brand names are used to identify device compatibility; they do not by themselves indicate an affiliation or authorisation.
8. Liquid damage and pre-existing faults
Liquid exposure, corrosion and previous damage can produce intermittent or progressive faults. A cleaning or repair attempt may not restore every function or prevent later failure caused by existing corrosion. We will explain the proposed objective, known limitations, charges and absence of a voluntary repair warranty before you approve a liquid-damage service, and record these conditions on the repair job.
Liquid-damage repairs do not include a voluntary repair warranty, even if the device is successfully repaired and working when returned. This includes motherboard work undertaken as part of a liquid-damage repair; the 90-day motherboard warranty in section 10 does not apply to that work. This policy concerns our additional voluntary warranty only. It does not exclude Australian Consumer Law guarantees or remedies relating to our services or supplied parts, or remove an express promise already made to you. We must still exercise due care and skill.
We are not responsible for a fault merely because it existed before we received the device. We remain responsible where required by law for loss or damage caused or worsened by our work. A pre-existing fault or an inability to complete intake testing is not a blanket exclusion of liability.
9. Completion, payment and cancellation
Completion dates are estimates unless we expressly agree a firm deadline. Tell us if timing is essential. We will notify you of significant delays and discuss the available options. Delays do not remove your rights to services within an agreed or reasonable time and applicable remedies.
Any deposit and payment schedule will be disclosed before you approve the work. Unless otherwise agreed, the outstanding approved balance is payable when the completed device is collected. Paying an invoice or signing a collection record does not waive a claim for a fault identified later.
If you wish to cancel, contact us promptly. For a change-of-mind cancellation, we will explain any reasonable charge for work already authorised and performed, or a specifically approved non-recoverable parts cost. We will not charge for avoidable future work or deduct an amount merely as a penalty. Any unused deposit will be refunded after lawful, agreed charges are accounted for. Cancellation because of our failure to meet a consumer guarantee is subject to your statutory remedies, not this change-of-mind policy.
10. Our voluntary repair warranty
The warranty provider is AY AUSTRALIA PTY LTD at the address, email and phone number listed at the top of these terms.
The applicable voluntary warranty period, start date and expiry date are those recorded on your individual repair job. Warranty arrangements may differ between jobs depending on the device’s condition and the work authorised. We will explain the applicable coverage, duration and any exclusions before you authorise the repair and record the relevant dates on the repair job. Dates must reflect the warranty arrangement agreed with you; a later entry on a job or invoice cannot retrospectively shorten it. If information is missing or inconsistent, contact us for clarification; an omission does not itself mean you have no warranty or statutory rights.
- Motherboard repairs: a 90-day voluntary warranty applies to the motherboard fault or work repaired, with its start and expiry dates recorded on the repair job. It does not cover the entire device or unrelated motherboard faults. The liquid-damage exception below applies.
- Liquid-damage repairs: no voluntary repair warranty is provided, even following a successful repair. This also applies to liquid-damage motherboard repairs, as explained in section 8.
- Other repairs: the voluntary warranty period and scope are those disclosed and agreed for the particular repair and recorded on the repair job.
Where a voluntary repair warranty is provided, it covers defects in the replacement parts we supply and the workmanship for the covered repair, including the specific motherboard repair where applicable. It does not mean that every component or function of the device is warranted. For a covered defect, we will assess the issue and repair or replace the affected part or rectify the relevant workmanship without charging for the necessary parts or labour. Your statutory rights to other remedies remain available, including where no voluntary warranty is provided.
The voluntary warranty does not cover a problem to the extent it was caused by a later accident, misuse, liquid exposure, unauthorised modification, normal wear consistent with reasonable durability, or a separate fault in an unrepaired component. Gradual normal battery capacity reduction is different from premature failure or a defective replacement battery, which we will assess on its merits.
A removed seal, prior third-party repair or unrelated physical damage does not automatically cancel all coverage. We will consider whether the event caused or contributed to the claimed fault. Any refusal will be explained with reference to the relevant findings.
Rectification under this voluntary warranty remains covered for the rest of the original voluntary period unless we give you a longer period in writing. This does not limit any new or continuing statutory rights relating to the replacement part or remedial service.
Making a warranty or consumer guarantee claim
Contact [email protected], call 0407 667 040, or visit the claims address above. Provide reasonable proof of purchase, the repair number if available, a description of the problem and when it occurred. Report a problem reasonably promptly; a statutory claim is not automatically excluded because the voluntary period has expired.
We will arrange a reasonable opportunity to inspect the device and explain the proposed remedy or, if we dispute coverage, our reasons. We will not require you to deal only with a parts supplier or manufacturer for a remedy we owe you.
For a valid claim, covered assessment, parts and labour are free. We will also reimburse reasonable necessary return or delivery costs for a valid claim; please contact us to arrange a suitable method where practical, retain receipts, and send expense claims to the email address above. We will not reject otherwise reasonable necessary costs solely because prior approval was not obtained. Other expenses will be assessed according to your legal entitlements.
If inspection identifies an unrelated issue or a problem not covered by our voluntary warranty or consumer guarantees, we will explain the findings and provide a separate quote. Any proposed paid assessment of an excluded issue must be disclosed and accepted before that charge is incurred.
11. Collection and uncollected devices
We will use the contact details you provide to notify you when the device is ready. Please keep those details current and arrange collection promptly, or contact us if you need more time. We may reasonably verify the identity or authority of a person collecting a device.
We will not impose an undisclosed storage charge. Any proposed storage arrangement must be reasonable, disclosed and agreed, and consistent with applicable law. A device does not automatically become our property because a collection deadline passes. Uncollected goods will be handled only in accordance with applicable Victorian law, including required notices, waiting periods, dispute restrictions and accounting obligations. We will not treat this clause as permission to access or sell a customer’s personal information.
12. Customer accounts and Google sign-in
Where available, a Pak ID/customer account lets you access the customer services shown on our website. Please provide accurate information, keep your sign-in methods secure and tell us promptly if you suspect unauthorised access. Use only accounts and repair records you are authorised to access. Do not share private repair links, payment links or verification codes publicly.
Sign in with Google is optional. When you choose it, Google authenticates you and provides basic identity information, such as your name, email address and a Google account identifier, so we can create or authenticate your customer account. We do not receive your Google password. Our basic Google sign-in does not request access to your Gmail messages, Google Drive files, contacts or calendar.
Subject to identity verification, an existing customer account may be linked to your Google identity. We may require additional verification before displaying repair records or changing account details. Successful Google authentication alone is not authorisation to access another person’s device or records.
Google operates its own service under its terms and privacy policy. If Google sign-in is unavailable or you revoke access through Google, contact us about another supported way to access your account. Revoking Google’s connection does not itself delete your Pak ID account or existing repair, invoice or warranty records.
You may contact us to request account closure, correction of account information or assistance with a linked sign-in method. We will verify the request and explain any records we need to retain for lawful business or legal purposes. Account closure does not remove outstanding obligations or consumer rights. Contact [email protected] for assistance with personal information, retention or privacy requests.
We may restrict online access where reasonably necessary to investigate suspected fraud, prevent misuse, protect records, or comply with law. Where practical, we will explain the reason and provide a way to seek review. Such restrictions do not cancel legitimate warranty claims or stop you contacting the store about an existing repair.
13. Privacy and communications
We handle personal information to provide and administer the services you request, manage customer accounts, process payments, meet legal obligations and protect the security of our services. If you have a question about our handling of your information, or wish to request access, correction or account closure, contact [email protected]. We will explain any identity verification or lawful record-retention requirements relevant to your request. Accepting these terms is not blanket consent to unrelated uses of your personal information.
We may send service messages reasonably connected with your enquiry, booking, quote, repair, payment, warranty claim or account security. Marketing communications are handled separately in accordance with applicable law and your preferences. Using Google sign-in does not by itself subscribe you to marketing.
14. Website information and external services
Please contact us if website information appears inaccurate. A booking request is subject to confirmation, and a dashboard estimate does not replace an agreed quote or repair authorisation. We will correct material errors and discuss any effect on an existing agreement with you rather than unilaterally changing an agreed price.
Payment and sign-in providers may operate separate services. Their involvement does not remove our responsibility for the goods and services we supply. We do not promise uninterrupted website availability, but an outage does not extinguish an existing repair agreement or your statutory rights.
15. Complaints, changes and governing law
If something is wrong, contact us using the details above, describe the issue and tell us the outcome you are seeking. We will assess the information, request only relevant supporting details and respond within a reasonable time. If we cannot resolve the issue, you can seek assistance from Consumer Affairs Victoria or pursue other available remedies. You are not required to give up legal rights or use a private arbitration process.
These terms are governed by the laws applicable in Victoria, Australia, subject to any mandatory protections or rights to bring a claim elsewhere. If a provision is unenforceable, it does not affect the remaining provisions so far as they can continue lawfully.
We may update these terms for future transactions and show the new effective date. Updates do not retrospectively reduce rights under existing purchases, repairs, warranties or accepted quotes. Any material change to an existing agreement requires a lawful basis and, where required, your agreement.