The situation where a client receives a bill exceeding the cost of the device itself after handing over a phone or laptop to a service center is becoming increasingly common. Often, this happens because repair work is carried out without prior consent from the device owner. Lawyers explain what to do in such cases and on what grounds you can refuse to pay.

The law is on the consumer's side

Irina An, a lawyer at the law firm "Prykhodko and Partners," emphasized in a comment to RBC-Ukraine that current consumer protection legislation clearly regulates such disputes. According to Part 11 of Article 10 of the Law, any additional work or services provided by the performer without the consumer's consent do not create an obligation for the consumer to pay.

This means that if a service center performs repairs or replaces parts without notifying the client and obtaining their permission, demanding payment for these actions is illegal. The key factor here is precisely the lack of prior agreement on the cost and scope of work.

What to do if the phone is being held?

Often, service centers, trying to collect an "unofficial" debt, refuse to return the device to the owner. Lawyer Irina An notes that such retention is illegal. In case of a refusal to return the gadget, the consumer has the full right to contact the police with a report regarding the refusal to return property to its owner.

Furthermore, illegal retention places liability on the service center for the safety of the item. If the device is lost or damaged during the period of retention, the service center must compensate for the damage.

Obligation to return the device

Regardless of the existence of debts or disputes, the service center is obliged to return the device to the owner. If for some reason the return is impossible, the company must fully compensate the cost of the gadget. The law protects the citizen's right of ownership, and no internal service rules can override it.

Experts remind that in such situations, it is important to keep receipts, contracts, and any written confirmation of the visit to the service center. This will help prove the fact of lack of consent for additional work and protect your rights.