FAQ

Book an appointment on the site or bring your device to the branch; a work order with a number is issued to track every stage.

Any inspection fee is shown before intake and deducted from the repair cost once you approve.

From “Repair tracking” in your account, with a message at every stage: diagnosis → approval → repair → ready.

Yes — every repair includes a documented warranty card issued automatically; the period is stated on each service page.

No work is done before your approval; the device is returned as is (with only the inspection fee, if any).

Three things matter most: the device type, brand and model; a description of the fault and exactly when it appears (always? while charging? after a drop?); and a photo or short video of it — a photo saves both of us a round of questions and speeds up the diagnosis. The serial number, if it is visible, helps us match parts and warranty. Your request opens a work order with a tracking number shown to you immediately and emailed to you.

Inspection starts as soon as we receive the device and ends with a written report naming the fault, its cause, what it takes to fix it and how long that should take. The diagnosis appears on your tracking page as soon as it is written, so you never have to call to ask for it.

After the diagnosis we send you the cost and a statement of the work in a message containing an approval link tied to your request: one tap approves or refuses, and your decision is recorded on the work order there and then. The approved cost cannot change afterwards, and no repair starts before it. You can also approve from “Service tracking” in your account.

When you collect your device (cash or card), or online with mada/Visa/Mastercard through secure, encrypted gateways. The invoice itemises parts and labour separately, and we never store your card data on our servers.

Received: the device is with us and the work order is open. Under diagnosis: the technician is investigating. Awaiting your approval: the cost has been sent and the ball is in your court. In repair: work is under way after your approval. Ready for pickup: the repair is finished and you can collect it. Every stage carries its date on the tracking page, and you get a message at each transition.

We record “awaiting a part” on your work order with the expected date and tell you once, instead of leaving you to call every day — and the status stays visible on your tracking page until the part arrives and the repair resumes.

The warranty card is issued when you collect the device, and its term is the term of the fitted part or the work carried out (stated on each service page before you order). It covers the fault that was repaired and the part that was fitted — it does not cover misuse, impact, liquid damage or new faults in other components, and it lapses if anyone other than us opens the device after handover.

From the “Warranty check” page using the serial number of the device or the part: it shows the warranty status and expiry date, and from there you open a warranty claim, which books you a fresh visit with no inspection fee and links the new work order to your warranty.

No — repairs and fitting are done at our centre and the device is collected from it (our address: 3745 King Abdulaziz Rd, Al Wurud Dist., Riyadh 12345) — working hours: Sat – Thu: 09:00 AM – 06:00 PM · Fri: closed. There is no shipping and no external delivery, and spare parts we fit are fitted here rather than posted.

No — your tracking number alone is enough to follow your device. An account simply gathers your past work orders, your warranty cards and your appointments in one place, so you know what was repaired, when, and what is still covered. Your data is protected and never sold.

From the “Contact us” page or the chat at the bottom of the site, by phone 009004, WhatsApp +966501234500, or email info@goldysoftactive.com. We reply within 24 hours at most.