Back up your device before sending it and remove or secure personal information where possible. Repair may require a software update, reset, formatting or replacement of storage, which can erase data. We cannot guarantee data retention unless a specific backup or recovery service has been agreed.
If you need files recovered, or cannot back up the device, tell us before authorising work. Do not assume ordinary repair includes backup or data recovery. Ask which access or device-preparation steps are needed for your fault; do not include passwords unnecessarily.
For suspected malware, ask us to assess the appropriate software work. A reset or reinstall can erase data and is not a blanket promise that every type of malware can be removed or every device restored.
Related policy: Terms 3.9; Privacy 6.4.