We Build Trust with Transparency in Repair
Digital Den Repair Transparency Promise
Our Principle
You should know what is being repaired, what part is being used, what it will cost, what the risks are and how the device was tested before you take it back
At Digital Den, customers should not have to rely only on verbal assurances. We make the mobile repair process clear, documented and verifiable.
1. CCTV Repair Footage on Request
Customers may request available CCTV footage of their device being handled or repaired, subject to footage retention and the privacy of other customers.
2. Diagnosis Before Repair
We explain the suspected issue, proposed repair, estimated cost and major risks before starting chargeable work.
3. No Additional Work Without Approval
If another fault or additional cost is discovered during repair, we contact the customer and obtain approval before proceeding.
4. Clear Spare-Part Options
Where multiple quality levels are available, we explain the difference between original, OEM-grade, refurbished and compatible parts before the customer chooses.
5. Price Confirmation Before Work
The agreed repair price is recorded before work begins. Any change requires customer approval.
6. Device Condition Recorded at Check-In
Visible scratches, dents, display damage, camera condition and other major external issues are recorded when the device is accepted.
7. Repair Status Updates
Customers can request updates during diagnosis, repair, testing and final completion.
8. Replaced Parts Returned on Request
Where practical and legally permissible, removed parts can be returned to the customer when requested before repair completion.
9. Final Testing in Front of the Customer
Before delivery, customers can verify important functions such as display, touch, charging, camera, speaker, microphone, fingerprint, Face ID, network and buttons.
10. Repair Invoice With Work Details
The invoice clearly mentions the repair performed, part replaced, amount charged and applicable service warranty.
11. Customer Data Privacy
We do not access personal photos, messages, accounts or files unless access is necessary for testing and the customer has given permission.
12. Honest Risk Disclosure
For water-damaged, previously repaired, physically damaged or motherboard-level devices, we explain the known risks before proceeding.
13. No False Guarantee
We do not promise outcomes that cannot be verified. Repair timelines, data recovery and motherboard repairs are communicated as estimates, not guaranteed results.
14. Customer Approval for Password Access
Device passwords are requested only when required for testing. Customers may remain present during testing or change the password after delivery.
15. Transparent Warranty Terms
Warranty coverage, exclusions and duration are explained clearly before delivery. Physical damage, water damage and unrelated faults are not presented as warranty-covered issues unless specifically mentioned.