Repair Terms of Service

Please read these Terms of Service (“Repair Terms”, “Terms of Service”) carefully. Octave Doctor (“I”, “me”, or “my”) aims to deliver a high quality and professional service (the “Service”) to all customers, your custom is valued and so is the property entrusted into my care.

Your access to and use of the Service is conditioned on your acceptance of and compliance with these Terms of Service. These Terms of Service apply to all who use the Service. By using the Service, you agree to be bound by these Terms of Service. Please visit our Website Terms of Use page and our Cookie & Privacy Policy page for details on the terms associated with using or website.

The following terms and conditions are not exhaustive and, in the interests of maintaining the best quality of service, may be subject to change at any time. I reserve the right, at my sole discretion, to modify or replace these Terms of Service at any time. By continuing to access or use the Service after those revisions become effective, you agree to be bound by the revised terms. If you do not agree to the new terms, please stop using the Service.

Equipment Drop-off / Collection
All items are to be brought to and collected from the workshop unless otherwise agreed. When the equipment is ready for collection or delivery, the customer will be contacted by telephone or e-mail (as specified by the customer). A mutually convenient time for collection can then be agreed. Octave Doctor may offer a pick-up and delivery service within a reasonable distance at a small additional cost to be agreed at the time. This charge may be waived for Schools or Professional/Rehearsal Studios.

Any items sent in for service or repair must be packed well and include customer details and a full description of the fault. Shipping charges for the delivery and return are to be paid in full by the customer. Any items sent in without prior agreement will not be accepted and will be returned to the customer. The customer is entirely responsible for adequate and appropriate packaging. Octave Doctor will under no circumstances accept responsibility for the loss or damage to goods due to insufficient or improper packaging.

Due to a lack of storage space on the premises, unless otherwise agreed, any item not paid for and collected within 10 working days upon completion, will be liable for external storage costs at $10.00 per week until picked up. Equipment must be paid for and collected within 30 days of completion of service. Equipment not collected after 30 days will be considered abandoned and the owner will be sent written notification of our intention to sell the equipment to recoup costs. The customer will be liable for any charges not recovered from the sale of the equipment.

Quotations, Estimates and Charges
For routine service and repairs I work on a fixed price menu system. Customers will be charged extra for replacement parts, tax and delivery (if applicable) at the standard rates as set by Octave Doctor and are subject to change at any time without prior notice. A free estimate can be provided for any other work. Quotations are issued subject to the price and availability of any necessary components.

The quoted prices assume the equipment is delivered in good order, i.e. have all their parts present and in working order. If a guitar has had its strings fitted in a manner so as to incur additional work in removing them; If it has badly rusted screws, broken or damaged tuners or anything else that has to be repaired before the required work can be completed it will be repaired at the pro-rata rate. I may request a deposit against any repair which in his opinion is likely to exceed a significant proportion of the depreciated value of the product.

An estimate of the likely charges will be offered as soon as any diagnostic work has been completed on the understanding that this may be subject to change as the work progresses. This is due to the fact that other faults may become apparent during the course of the agreed service/repair. Work may be suspended pending the receipt of further instructions. If the revised estimate is rejected or additional parts are no longer available, the customer will be liable for full payment of any work carried out so far. When an estimate has been provided but no reply is received by me within 7 working days it will be assumed that the estimate has been rejected.

Where the customer was informed that the project is beyond economical repair, or where the estimate has been refused, the customer and I will agree on a mutually convenient time for the customer to collect the equipment. If the item is not collected within 30 days, it will be considered abandoned and the owner will be sent written notification of our intention to sell the equipment to recoup costs. The customer will be liable for any charges not recovered from the sale of the equipment.

The onus is on the customer to inform me if their contact details should change.

Special Orders
Special order (non-stock) items for instrument/amplifier modifications and/or repair will require a 50% non-refundable deposit. The balance should be paid in full along with service/costs upon completion of the work order. If a customer cancels the work order after special order items have been purchased, they will be held responsible to complete payment for the items and collect within 30 days of arrival. Items not paid in full after 30 days will be placed into stock for sale and the down-payment (50%) is forfeited.

Payment
All due payments, unless otherwise agreed, are to be paid on or before the item collection by the customer or delivery by me. Items will not be released until full payment has been received. Payments accepted are cash, major credit/debit cards, money orders, and cashier’s checks. Personal checks will not be accepted.

Diagnostics
Should equipment require testing to identify the cause of a problem it may be necessary to fit new parts; the cost of these parts is to be met by the customer. At the end of the diagnostic phase the customer will be advised of likely charges. If the customer decides not to continue with the repair, then I will do my best to return the equipment to a similar state as received. This cannot always be guaranteed since components may only have been partially functioning to begin with and may not be working at all after diagnostic testing.

Repair and Intermittent faults
I will go to all reasonable efforts to service or repair the equipment and remedy any faults as reported by the customer. Although I will make every effort to maintain a comprehensive stock of parts, with the ever-increasing variety of products requiring a vast range of spares it is impossible to keep every possible part in stock. Spare parts that are not in common use will therefore be sourced from other suppliers. At times I may request an advanced payment for such spares. Any such repair is subject to the availability of the necessary parts.

Intermittent faults can sometimes be difficult to isolate. Work is only accepted on the understanding that there is no guarantee of a successful outcome. Should a fault re-occur then work will only continue at the customer’s request and further expense.

Completion Times
I aim to repair, thoroughly test and return equipment as quickly as possible. When equipment is received for repair and, if appropriate at each stage of the repair, I will give an approximate indication of the time required to complete the work. This may be extended due to unforeseen factors such as other problems becoming apparent or delays in acquiring spare parts etc. If, within this period the customer decides to cancel the repair, the customer is liable to pay the full estimated amount.
I will always try to meet any urgent needs of the customer but strict deadlines for the completion of work will not be agreed to. Customers should therefore make contingency plans in the event of delays.

Loss / Damage Liability
All items will be treated with the utmost care and consideration. In any instance of loss/damage, liability will be limited to the value of the specific item. While I will do my very best to look after your equipment, it is impossible to establish conclusively the prior non-existence of a mark, no responsibility can be accepted for dents, bumps or scratches.
All straps must be removed from guitars and any valuables from cases before depositing them for repair as no responsibility will be accepted for their loss.

Warnings

PLEASE NOTE THAT EVERY CARE WILL BE TAKEN IN ALL REPAIRS.

Maple Fretboards: Some Fender and Squire fretboards have a synthetic, catalytic cure lacquer applied over a solvent based acrylic sealer. This results in very poor adhesion between the lacquer and the substrate. Taping the fretboard with masking tape to protect lacquer often results in large areas being pulled off by the masking tape on removal. Most of these guitars emerged in the nineties and the same problem occasionally afflicts other manufacturer’s “copy” models.

Fender “vintage reissue” Bass and Guitars (approx. 1988-1993) used nitro-cellulose lacquer for the body finishes. These instruments suffer from a condition called “lacquer fusion” in which the still drying lacquer effectively glued necks and scratch plates to bodies resulting in chipping when either were removed, an essential procedure on these instruments as part of the set-up process.

Gibson nuts: These may require replacement but are routinely fitted in such a way that the base of the nut is below the lacquer line. No responsibility will be accepted for chipping of lacquer around the nut during the course of replacement. We endeavor to give the best of care, but outcomes vary.

Warranty
Octave Doctor guarantees that any repair made shall be free from defect in material and workmanship for a period of 90 days after collection or delivery of the equipment to the customer. This warranty does not cover any faults not previously reported by the customer or any new faults developed during the warranty period. Any new components sourced and fitted by me will be guaranteed as per the manufacturer’s guarantee. Parts (new or used) supplied by the customer are not guaranteed. The warranty excludes wear and tear (such as crackly pots or jacks), physical damage due to incorrect use or misuse and any damage due to unauthorized repair or attempted repair. It will also exclude any items that have been modified or altered after Octave Doctor’s work has been carried out.