policies and terms of service

Your Privacy

Tokyo IT Guy takes your privacy very seriously.  We understand that putting your data in the hands of someone you don't know well can be scary which is why we take every precaution to ensure your data is secure in every way.  All copies of data needed for recovery purposes are either wiped using US Department of Defense destruction methods or are handed to the customer, We do not ask for login passwords unless absolutely necessary and we strictly limit access to areas needed for troubleshooting or repair only.

 

We would not be in business for long if we were careless about customer data, plus anything otherwise is unethical and illegal!  We hold ourselves to the highest standards of integrity and value the trust our clients put in us.

Repair Risks
Electronic repairs are unpredictable. Your device may be beyond repair or may be permanently damaged during repair and rendered useless. Circuit board components deteriorate over time and can fail without warning especially on liquid damage devices where components can short circuit, oxidize, and corrode over time.

Repairs on devices with glued-on screens such as iPads , iPhones and iMacs involve prying the screen to access internal components. Screens are very delicate and can crack or break during the prying process. We are highly experienced and the risk of screen breaking is minimal, but glass can break and risks do exist.


Touch ID/ Face ID on apple devices may fail during repair and deemed unusable. Although this is not common, it can happen depending on the device condition.


Integrated GPUs on laptops and AIO computers can fail without warning especially on older devices such as pre-2011 Macbooks/iMacs. HP, Dell, Toshiba, and other devices with known GPU problems of any year make and model.

Estimates
While we try to be as thorough as possible with all estimates, we do not guarantee that our estimate is all-inclusive and final. Often, it is very difficult or impossible to identify every problem affecting a device until some work is performed. Our estimates may evolve or change during the course of servicing your device. If our technicians need to update the estimate, we will let you know as soon as possible before we continue the service. All changes MUST be approved by you before we move on with any work. Our initial estimate will always remain valid within the scope of the services it was originally attached to, though we may advise you that the original service may become unnecessary or unlikely to resolve the issue.

Limited Shop Warranty
We offer a 14 day warranty on all hardware repairs. If for any reason an issue from the original work order recurs within 14 days, we will perform the service again at no extra charge. All parts purchased from Tokyo IT Guy used to service your device are also guaranteed for 14 days from the date of the service. The guarantee does not cover issues that may develop within the guarantee period that are not related to services performed or to the original issue or symptom diagnosed and repaired.  Software issues/services are not included in the 14 day warranty.

Warranty Exclusions

We do not offer warranties or guarantees, explicit or implicit, on any of the following:

  • Any service using parts not purchased through Tokyo IT Guy

  • Any software issues including virus removal and operating system installation

  • New symptoms/issues not directly tied to the original service within the 14 day guarantee period

  • Installing new hardware or modifying existing hardware in the 14 day guarantee period voids the Tokyo IT Guy Limited Shop Warranty

 

Recurrence of original symptoms or issues caused by user error or negligence in the 14 day guarantee period, including but not limited to physical damage, liquid damage, electrical damage, and damage caused through incorrect software configuration or use of harmful software components (viruses, malware, spyware), voids the Tokyo IT Guy Limited Shop Warranty


NOTE: If your device is physically tampered with or damaged within the warranty period, the Tokyo IT Guy Limited Warranty is void. This includes but is not limited to cracked screens, dents to the casing, internal damage not present at time of original repair, attempts to open or modify the device, using non original chargers/cables, or any other action, accidental or intentional, that could cause our repair to fail. 


Some services performed by Tokyo IT Guy may void your manufacturer’s warranty. By accepting service from Tokyo IT Guy, you understand and agree that we are not held liable for voiding your device manufacturers warranty.

Warranty Repairs
If your device malfunctions or fails within 14 days from the time that you received the device, we will perform the repair again at no extra cost to you. The issue must be related to the original work order. If the issue is unrelated, you will be notified about repair cost before we move forward with the repair. No refunds are issued before we attempt the repair again so we can verify the validity of the claim. Refunds are only issued if we are not able to fix your device minus the diagnosis fee and return shipping. See repair attempt fee section of our terms for more details.. If your device qualifies for the warranty repair, you are responsible for shipping the device back to us and we will cover return shipping.

Repair Time
We pride ourselves on the speed of our repairs, however many of the factors that determine the length of your repair are beyond our control. As such, we will attempt to service your device as soon as possible in the order it was received. Many of our repairs are completed in 24-48 hours, however we offer no guarantees of how long the service will take. Any references to service times are best estimates based on previous experience and are not meant to represent an exact time frame or offer any guarantees of service time.

Replacement Parts Procedure 
If a service requires parts to complete, we will contact and inform you of the need prior to ordering any parts. We will explain the part needed, why it’s necessary, any associated costs, and give an estimate of when the part will likely arrive. Due to shipping times being beyond our control, our estimate is a best guess and is not intended to guarantee arrival by a specific time.  A minimum non-refundable deposit of 50% of the cost of the ordered parts will be required.

 

Tokyo IT Guy will generally not use parts not purchased by Tokyo IT Guy due to our inability to verify that the parts are functional and will provide a good fit for your device. Any replacement parts not supplied by Tokyo IT Guy are not covered by any kind of warranty or guarantee except as might be provided by the part manufacturer. By providing your own parts, you acknowledge that you understand and agree that any work we provide is not covered by the Tokyo IT Guy Limited Shop Warranty or any other guarantee or assurance, explicit or implicit. You also agree to waive any liability for damage to your device caused by faulty parts or other part incompatibilities.

Diagnosis Fee
We charge an up-front non-refundable diagnosis fee on all devices.  This diagnosis fee is then credited towards the subsequent repair or purchase of parts.  Please note that the diagnosis fee is non-refundable in all cases whether the repair is successful or not.

Shipping Policy
Failure to request insurance renders any shipping damages solely the responsibility of the customer and Tokyo IT Guy assumes no liability in case of damages during shipping.  Furthermore, devices not shipped in their original packages are more prone to damage during shipping; if you send us your device in a generic box, we will ship it back to you in a generic box at your own risk.

Data 
While we take every precaution possible to make sure the integrity of your data is unaffected, we cannot assume liability for any lost data as a result of services performed by Tokyo IT Guy.

If we are aware that a procedure may result in loss of data, we will inform you of the possibility, what data may be affected, and will offer to back your data up at an additional cost. However, due to the complex nature of electronic devices, we cannot in advance predict what may happen to your data in every situation. We strongly encourage you to back up any important files and documents before you drop off or mail in your device for service.

Pickup time limit and storage
Due to our limited storage capacity, we will hold on to items for up to 60 days after we first contact you to pick up your device.  After 60 days, if we have not heard from you, we will consider your device abandoned and Tokyo IT Guy will have the right to sell the device to recover service costs and parts used to fix your device.  We cannot guarantee that your equipment will not be discarded after the initial 60 day period, so it is critical that you pick up your equipment on time or make arrangements with Tokyo IT Guy to store your equipment until you can pick it up.  If you make arrangements to pick up after 60 days, You will be billed at 5000 yen a month for storage .