Damage Policy – Sky Contract Services

Effective Date: 11 June 2025
Last Updated: 11 June 2025

This Damage Policy explains how Sky Contract Services manages incidents involving physical damage to mobile phones, SIM cards, and accessories provided under contract. By entering into an agreement with us, you acknowledge and accept the responsibilities and terms outlined below.

This policy applies to all customers with handset-inclusive or SIM-only contracts where physical devices have been issued.

Customer Responsibility for Device Care

All customers are expected to take reasonable care of the device(s) issued under contract. As the contract holder, you are responsible for:

• Maintaining the device in good working order throughout the contract term

• Avoiding misuse, accidental damage, or unauthorised modifications

• Keeping the device safe from theft, water damage, or screen breakage

• Ensuring no third-party repairs are carried out without prior authorisation

Devices issued under contract remain the financial responsibility of the customer until fully paid for, even if they are lost, stolen, or damaged.

What Constitutes Damage

Damage includes but is not limited to:

• Cracked or smashed screens

• Water or liquid damage

• Internal faults caused by drops or impact

• Tampering or unauthorised technical modifications

• Burn marks, corrosion, or exposure to hazardous materials

Damage is distinct from manufacturer defects, which are covered separately under warranty.

What to Do if Your Device Is Damaged

If your device becomes damaged:

• Contact our customer support team immediately

• Do not attempt to repair the device yourself

• We will assess whether the issue is repairable or if a replacement is required

• If insurance was purchased through us, a claim may be submitted under those terms

Sky Contract Services does not guarantee free repairs or replacements unless covered by warranty or insurance.

Warranty Limitations

Manufacturer warranties typically cover faults due to production defects but do not cover physical or accidental damage. In such cases:

• Repairs may be chargeable based on the extent of the damage

• The manufacturer or authorised repair centre will assess eligibility

You are responsible for arranging and covering out-of-warranty repairs unless insurance has been purchased.

Impact on Your Contract

If your device is damaged and:

• You continue paying your monthly contract: service will continue, but you remain liable for the device balance

• You cancel your contract early: the outstanding balance on the damaged device becomes immediately payable

• The device is unrepairable or beyond economic repair: you remain financially responsible for the remaining value of the handset

If damage occurs during the 14-day cooling-off period, the right to return or refund may be revoked depending on the extent of the damage.

Optional Device Insurance

We strongly recommend adding device insurance during contract setup. If you are insured through us:

• Most accidental damage and theft incidents will be covered

• A claim excess may apply

• Claims must be submitted with photo evidence and a written report

Uninsured customers are responsible for any repair or replacement costs.

How to Report Damage

To report a damaged device, contact our support team:

Sky Contract Services
Phone: 0333 091 5668
Email: contact@skycontractservices.com

Please include your name, contract reference, a description of the damage, and (if possible) photos of the affected device.

Policy Updates

We may update this Damage Policy periodically in line with legal guidance or operational changes. Updated versions will always be available on this page.