The terms for posting a console to us, in plain English.

1. Who you're dealing with

Games Console Repair Southport is the trading name of Graham Kennedy, a sole trader, at 178 Gravel Lane, Southport PR9 8BX. Phone 07568 149550. Email halorepairs@gmail.com. Trading since 2009. You're contracting with Graham Kennedy, not a limited company, and the person who answers the phone is the person who does the repair.

2. What the service is

A fixed-price repair, carried out at our workshop in Southport, on a console you post to us and we post back. The repairs available by post, and their prices, are listed on the mail-in repair page and repeated on your booking confirmation. At the date of this version they are: HDMI port replacement and deep clean with repaste for the PlayStation 5, Xbox Series X and Xbox Series S, and the PlayStation 5 three-beep error-log clear. Nothing else is offered by post.

Each mail-in price is the workshop price plus £25. The £25 pays for return postage by Parcelforce express24, the extra transit cover to your console's value, and the packaging it's returned in. There are no other charges unless you agree to additional work on the phone (section 6) or decline a repair (section 7).

3. Booking, and when the contract starts

You book by completing the online form or by phone or email. We send a confirmation email with your reference number, the repair you've booked, its price, these terms, and a packing slip. The contract is formed when we send that confirmation. That email is your durable copy of everything you've agreed to; keep it.

4. Your right to cancel

Because you're booking at a distance, you have the right to cancel this contract within 14 days of the day we send your confirmation, for any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To cancel, tell us clearly by email to halorepairs@gmail.com or by phone on 07568 149550. You can use the form at the bottom of this page but you don't have to. If you cancel before posting the console, there's nothing to pay. If you cancel after posting but before we've started, there's nothing to pay for the repair; the console comes back to you and we ask you to cover the £15 return postage.

Starting the repair inside the 14 days. Almost everyone wants their console back sooner than 14 days, so the booking form has an unticked box you can tick to expressly request that we begin the repair straight away, within the cancellation period. If you tick it and then cancel after we've started but before we've finished, you pay for the work done up to the point you cancel, in proportion to the full price. If we've completed the repair, you've acknowledged that your right to cancel is lost once the service has been fully performed, and the full price is due. If you don't tick the box, we hold the console unopened until day 15 and then start.

5. Postage to us

Postage to us is yours to arrange and pay for, and the carriage contract is between you and the carrier. We recommend Parcelforce express24 or express48, or Royal Mail Special Delivery, because both compensate for a damaged or lost console; many cheaper services, including Evri, exclude games consoles from compensation. We aren't responsible for loss or damage in transit to us, and if a console arrives damaged we photograph it on unboxing, email you the photos the same day, and hold it for your carrier claim.

Pack the console alone, no controllers, cables, discs or stands, with the packing slip inside. We aren't responsible for accessories sent against this instruction, and anything sent will be returned with the console but not tracked separately.

6. What happens when it arrives

On the day your console arrives we photograph it as it comes out of the box, record its serial number, and email you the photos with the fault confirmed. If the fault is what you booked, we carry out the repair (subject to section 4), the same day where the console arrives before 2pm and otherwise the next working day. If we find a different or additional fault, we phone you before doing anything beyond the booked repair. We only do additional work you've agreed to on that call, at the price agreed on that call, and we confirm it by email.

If the console has a fault we don't repair by post (no-power, board-level, liquid damage, disc drive), or you decide not to go ahead, we return it unrepaired for £15, which is the return postage at cost. There's no inspection or diagnosis fee.

7. Paying

You pay once the repair is complete and tested. We email a payment link. The link is issued through GoCardless by Draxiq, the web business also run by Graham Kennedy, so Draxiq is the name you'll see as the payee; the money and the repair are the same business. You can also pay by bank transfer to the details on your repair page. We don't take a deposit and we don't ask for payment before the work is done. If payment arrives before that day's Parcelforce collection the console goes out the same day; otherwise the next working day. If payment isn't received within 14 days of the payment link, section 10 applies.

8. Return postage

We return your console by Parcelforce express24, next working day, tracked, with cover topped up to your console's replacement value. The tracking number is emailed on dispatch. Delivery is to the address you gave when booking; tell us before dispatch if it's changed. If the console is lost or damaged on the way back to you, the claim is ours to make and we put you right; you don't chase the carrier.

9. Warranty

Every repair carries a six-month warranty from the day it's delivered back to you. It covers the repair we carried out: if the replaced HDMI port fails, or a cleaned console overheats again through the work we did, you post it back to us with a prepaid Parcelforce label we send you, we put it right at no charge, and we post it back. It doesn't cover new physical damage, a different fault, liquid damage, or work done by anyone else after ours. It's in addition to your legal rights, which aren't affected.

10. Consoles not paid for or not collected

If a repaired console isn't paid for, or a returned-unrepaired console's £15 postage isn't paid, we'll write to you at the email and postal address you gave, at least three times over 90 days, telling you what's owed and that we intend to sell or dispose of the console if it isn't settled. If 90 days pass from our first notice with no payment and no arrangement, we may sell the console to recover what's owed and our reasonable costs, and pay you any balance, under the Torts (Interference with Goods) Act 1977. We'd much rather ring you, and we will.

11. Your data

We hold your name, address, email, phone number, the console's model and serial number, and the photos we take of it, for the purposes of the repair, the warranty and our accounting records. The photos are shown to you on your tracking page and are only made public, for example on our website, if you tick the box allowing it. We don't sign in to your console or access its storage. We don't sell or share your details with anyone except the carrier, who needs your name and address to deliver.

12. Our liability

If we damage your console while it's in our care, we repair or replace it. We aren't liable for loss or damage in transit to us (section 5), for accessories sent against our instructions, for data on the console (we don't touch it, but please back up), or for losses that aren't a foreseeable result of our breaking these terms. Nothing here limits liability for death or personal injury caused by our negligence, or anything else the law doesn't allow us to limit.

13. Complaints and disputes

If something's gone wrong, ring or email and talk to the person who did the work. If we can't sort it between us, you can take it to an approved alternative dispute resolution provider or to the courts of England and Wales, whose law these terms follow.

Model cancellation form

You only need this if you want to cancel within the 14 days; copy it into an email to halorepairs@gmail.com.

Version 2 of these terms, 30 September 2026, published the same evening as version 1 ( changes: §4 wording on the start-early request, §13 dispute wording). If we change them, the version you agreed to is the one on your confirmation email.