Terms & Conditions
1. Our services
Ironbit ServiceDesk provides device inspection, diagnosis, repair, and related services for laptops, desktops, and approved equipment. Each job is logged, quoted, and approved before any chargeable work begins. By submitting a service request — in person or through the Customer Portal — you agree to these Terms & Conditions and our Privacy Policy.
2. Quotations and approval
A diagnosis quotation covers the diagnostic fee and an estimated repair cost. Repair work only proceeds after you approve the quotation. If you approve an estimated repair, we may proceed automatically when the final cost stays within 10% of the quoted total; you will be asked to approve the final repair quotation when it exceeds that amount.
3. Payment and invoicing
Invoices are issued for completed repairs when devices are released for delivery or collection. Payment terms are noted on each invoice. Items that remain unpaid after the due date may be subject to late payment terms, and we reserve the right to withhold release of a repaired device until payment in full is received.
4. Turnaround times and service commitments
Estimated turnaround times are communicated at intake and reflect typical diagnosis and repair durations for the reported fault; they are estimates, not guarantees, since some faults reveal additional issues only once work has started. Where a written service-level agreement (SLA) has been separately agreed with a business or institutional customer, the specific SLA terms take precedence over the general estimates described here. We will notify you of any material delay to an agreed turnaround as soon as we become aware of it.
5. Uncollected devices
Once a device is marked ready for collection, we will hold it for 30 calendar days free of charge. After that period, a storage fee may apply as published at our front desk. If a device remains uncollected 90 calendar days after being marked ready, and we have made reasonable attempts to contact you using the details on file, we may treat the device as abandoned, recover reasonable storage and diagnostic costs from any deposit held, and dispose of or recycle the device in accordance with applicable law. Devices containing customer data are wiped before disposal or resale wherever technically possible.
6. Warranty on repairs
Repaired or replaced components are warranted for 90 days from the date of collection against failure of the genuine repair performed, unless a different warranty period is stated on your invoice. The warranty does not cover misuse, accidents, liquid damage, unauthorised opening or repair by a third party, or faults unrelated to the original repair.
7. Your data during a repair
Diagnosis and repair work may require our technicians to access the device's storage and operating system. You are responsible for backing up your data before handing in a device; we recommend doing so wherever possible. Where you have indicated that a job involves sensitive or business-critical data, we apply the additional handling precautions described in our Privacy Policy. We do not access, copy, or use the content of your files beyond what is necessary to diagnose and repair the reported fault.
8. Limitation of liability
To the maximum extent permitted by law, Ironbit ServiceDesk is not liable for any loss of data, loss of profit, or indirect or consequential damage arising from a service request. Our total liability for any claim arising from a single service request is limited to the amount paid for that service, except where such limitation is not permitted by law. We recommend you back up your data before handing in your device.
9. Customer Portal accounts
The Customer Portal is available to registered customers. Your portal login is personal to you; keep your phone number and one-time codes private, and notify us immediately if you suspect unauthorised access to your account. Access may be suspended or revoked for misuse, fraud, or repeated failed verification attempts.
10. Disputes and governing law
If you are unhappy with a repair or a decision we have made, please raise it with our front desk in the first instance so we can attempt to resolve it directly. These Terms are governed by the laws of the Republic of Ghana, and any dispute that cannot be resolved directly is subject to the exclusive jurisdiction of the courts of Ghana, without prejudice to any statutory right you may have to refer a complaint to a competent regulator.
11. Changes to these terms
We may update these Terms from time to time; the version and effective date are shown at the top of this page. Material changes will require existing Customer Portal users to re-confirm acceptance before submitting a new service request. Continuing to use our services after a change takes effect constitutes acceptance of the updated Terms.
12. Contact
Questions about these terms can be directed to our front desk or through the channels listed on our Privacy Policy.