Legal notice

Compensation Policy

Screenie LTD (trading as screenieltd.com)

Last updated: 21 August 2026

This policy sets out our standard compensation approach for resolving claims where a device is lost, damaged, or a function fails as a result of our mail-in screen repair service. It forms part of our Terms of Service and should be read together with them and our Shipping Policy.

This policy sets out our standard compensation approach. It does not limit your statutory rights, your rights under our Terms of Service, or any higher amount you may be entitled to under applicable law. Nothing in this policy limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.

1. Purpose

1.1 We take reasonable care of every device while it is in our possession. However, in the rare event that your device is lost, damaged, or a function fails as a result of our repair work, this notice sets out the maximum financial compensation you may be entitled to receive.

1.2 This notice applies in addition to our repair warranty. Where a fault can be re-repaired or a part replaced under warranty, we will do so at no cost to you. Compensation under this notice applies where re-repair is not possible, not appropriate, or has been attempted without success.

1.3 Nothing in this notice removes or limits your statutory rights as a consumer under English law. If any cap below is found by a court to be unfair or unenforceable, it will not apply, and our liability will be determined in accordance with the law.

2. How compensation is calculated

2.1 Compensation is calculated as a percentage of your device's second-hand (secondary) market value.

2.2 "Second-hand market value" means the reasonable market value of a comparable device of the same model, storage size, condition, battery health, and network lock/unlock status, in the second-hand / used device market, assessed at the time you sent the device to us. We determine this using reputable used-device market data and comparable sold prices.

2.3 We will provide you with the basis of our valuation, including the comparable sold-price data used, on request.

2.4 The figures below are our standard compensation amounts. They represent what we will ordinarily pay in respect of each type of failure. Where a fault can be re-repaired or a part replaced under warranty, we will do so at no cost to you first. Compensation under this policy applies where re-repair is not possible, not appropriate, or has been attempted without success.

3. Standard compensation schedule

Type of loss / failure	Standard compensation
Total device failure — device lost, destroyed, or damaged beyond economic repair while in our care	65% of second-hand market value
Face ID failure — Face ID no longer functions after the repair, caused by us and not reparable	15% of second-hand market value
Touch ID failure — Touch ID no longer functions after the repair, caused by us and not reparable	Assessed case by case
True Tone / auto-brightness loss — feature lost after screen replacement, caused by us and not restorable	Assessed case by case
Loss of a single non-essential function (e.g. one camera, earpiece, or speaker) caused by us and not reparable	Assessed case by case
Cosmetic damage to the device caused by us	Assessed case by case

3.1 Where more than one type of failure applies, the total standard compensation will not exceed the amount payable for total device failure (65% of second-hand market value).

3.2 Only total device failure and Face ID failure have fixed percentages under this policy. All other categories are assessed case by case, taking into account the nature and severity of the issue and the device's second-hand market value.

4. What "total device failure" means

4.1 "Total device failure" means the device:

is lost while in our possession;
is destroyed; or
sustains damage (for example to the screen, logic board, or other internal component) that is beyond economic repair as a result of our work, and we are unable to restore it to a working condition.

4.2 A device is not treated as a "total failure" where it remains functional and the issue is limited to a specific feature (such as Face ID), in which case the relevant percentage in the schedule above applies instead.

5. What this policy covers and does not cover

5.1 This policy covers loss of, or damage to, your device caused by us while the device is in our possession — from the time it is received and accepted by us at our repair address until it is handed to the postal carrier for return to you. We are responsible for arranging return delivery with reasonable care and for handling any carrier matter in accordance with applicable law.

5.2 This policy does not cover:

loss or damage occurring while the device is in transit to us or being returned to you (see our Shipping Policy), except where caused by our negligence;
pre-existing faults, damage, or wear that existed before the repair;
faults or features that were already not working when the device arrived (as recorded in our condition report — see Section 6);
damage caused by you, by a third party, or by you or a third party opening, modifying, or attempting to repair the device after our repair;
loss of data, photos, contacts, or accounts, except where caused by our negligence and recoverable in law;
normal wear and tear;
events outside our reasonable control (force majeure).

5.3 Where a feature (such as Face ID or True Tone) is known to be at risk of not functioning after an aftermarket screen replacement, we will note this on the product listing and, where possible, before the repair. Compensation under this policy applies only where the failure is caused by us and cannot be restored. No compensation is payable where the feature was already faulty before the repair, could not be tested on arrival (for example because the device was locked, dead, or water-damaged), or was affected by pre-existing liquid damage, prior poor repairs, or frame damage.

6. Evidence and condition records

6.1 As set out in our Terms of Service, we may photograph and/or video-record the device when received, during inspection, during the repair, during testing, and before return.

6.2 These records are used to evidence the condition of the device on arrival and after repair, and to support or assess any compensation claim. Claims and valuations will be assessed against these records.

6.3 Where you have not provided a passcode or access method, our testing — and therefore our condition records — will be limited to what we can verify without unlocking the device.

7. Making a compensation claim

7.1 To make a claim, please contact us at casinatoruk@gmail.com as soon as possible, and ideally within 14 days of receiving your device back, with your order reference, IMEI, and details of the issue. Contacting us later does not invalidate a genuine claim, but may make investigation more difficult.

7.2 We will assess the claim against our condition records and the policy above, and respond within 14 days.

7.3 Where a claim is accepted, we will pay compensation to your original payment method (or by bank transfer) within 14 days of agreement, unless we agree to re-repair or replace the affected part instead.

7.4 If you disagree with our assessment, you may ask us to review it, and you retain your statutory rights, including the right to seek independent advice or use an Alternative Dispute Resolution (ADR) service.

8. Relationship to our Terms of Service and your statutory rights

8.1 This policy sets out our standard compensation approach for resolving device damage claims. It does not limit your statutory rights, your rights under our Terms of Service, or any higher amount you may be entitled to under applicable law. Nothing in this policy limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.

8.2 In the event of any inconsistency between this policy and our Terms of Service, your statutory rights and the Terms of Service will prevail to the extent of the inconsistency.

9. Contact

If you have any questions about this notice, please contact us: