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Phone and Warranty

Loaning a phone while your phone is getting repaired

As part of our commitment to you, if your phone is defective within 365 days from the date of purchase, Fido can send it for repair for you. You will also have the convenience of a loaner phone while yours is in for repairs.

Things to Know

  • The loaner phone will carry the same phone number and services
  • Repairs usually take 10 business days
  • During the repair, you are still responsible for all monthly charges
  • All information stored on your phone will be erased during the repair
  • If your phone is damaged or past the 365 days warranty, you can send it for repair estimation
How do I get my phone repaired?

Visit one of our participating Fido stores.

  • You will need your original proof of purchase
    • Fido store: Cash receipt
    • Purchases over the phone (FidoDirect, Customer Service) or on Warranty letter
Before you send your phone for repair:
  • Back up all data that you want to keep. Everything on your phone will be erased during the repair to protect your personal information.
  • Erase all data from your phone when you stop by for a repair to protect your personal information even better.
  • If you are sending an iPhone for repair, turn off Find My iPhone feature.

  • Remove and keep your SIM and memory cards. They will be destroyed during the repair to protect your personal information.
  • Remove and keep all accessories including the battery, back cover, headsets & chargers.

  • Refer to the user guides for instructions.
How to get a loaner phone?

Once your phone is sent for repair, you can ask for a loaner phone. Simply ask the representative at the store.

How much does it cost?

A $50 (non-taxable) security deposit is required. This deposit will be refunded in full when you return the loaner phone in good condition.

Out-of-warranty or damaged phone
  • Even though your phone is not covered by the manufacturer’s warranty, you can send it for a repair estimation.
  • An estimate fee will apply. If you choose to proceed with the repairs, the estimate fee will be waived and only the repair charges will apply.
  • Damage voids the manufacturer's warranty including unintentional & accidental damage.
Once your phone has been repaired
  • When we receive it in store, we’ll either call or send you a text message for you to come and pick it up.
  • If you borrowed a loaner phone, be sure to return it to the store within 14 days from the date of notice to avoid incurring any late charges.
What type of phone will I get?

Depending on your current phone and the availability of stock in store, you will be qualified to receive a loaner device to best suit your needs.

See full details

The following terms and conditions (“Terms”) govern your use of wireless telecommunications equipment and accessories loaned to you by Fido Solutions (“Fido”).

Subject to these Terms, Fido will loan certain wireless telecommunications equipment and accessories, as listed on the Fido Repair Request (“Loaned Equipment”), to you for the time required to carry out the Repair on your own wireless telecommunication equipment (“Device”).

You acknowledge and agree that: any information or programming stored or inputted by you in the Device is not secure and will be erased during the repair process; SIM cards and SD cards are not secure and will be discarded during the repair process; neither Fido nor its authorized dealers/agents shall be responsible for a Device not claimed within 90 days from the date of Repair, and after such time, Fido or its authorized dealer/agent may deal with such Device in its sole discretion.

You agree: to use, protect and safeguard the Loaned Equipment with care and not to tamper, alter or repair the Loaned Equipment; that in the event of any malfunction, accident or damage to the Loaned Equipment, to immediately return the Loaned Equipment to Fido or its authorized dealer/agent.

You further acknowledge and agree that: a $50 deposit may be required while you are using the Loaned Equipment; Deposit tender is to be chosen at discretion of Fido or its authorized dealer/agent; in the event of loss, theft, destruction, damage of the Loaned Equipment or failure to return the Loaned Equipment, you shall forfeit the deposit; Fido has the right to keep the $50 deposit if you fail to return the Loaned Equipment within 14 calendar days from the date you are first notified that Device is ready for pick-up; the Fido Terms and Conditions and Acceptable Use Policy continue to apply to your use of Fido services with the Loaned Equipment; title to the Loaned Equipment shall at all times remain with Fido (unless and until Loaned Equipment becomes your property after paying the full replacement cost of the Loaned Equipment in accordance with these Terms).

To the maximum extent permitted by applicable law, Fido, and its directors, officers, employees, contractors, dealers or agents will not be liable to you or anyone else for any damages, costs, claims, loss, personal injury or loss of life directly or indirectly caused by, arising from or related to the Loaned Equipment or the use thereof (including, without limitation, defects, malfunctions or complete breakdowns in any device; electrical shocks, burns, fires, or explosions caused by any device; loss of profit, loss of earnings, financial loss or loss of business opportunities). This limit applies to any act or omission of Fido or its directors, officers, employees, contractors, dealers or agents, including, without limitation, any act or omission which would otherwise be a cause of action in contract, tort or any other doctrine of law.

You may not loan or otherwise share or transfer any Loaned Equipment to any other person or entity without the prior written consent of Fido. Fido may amend these Terms at any time, upon notice to you, and request immediate return of the Loaned Equipment, at any time. There are no representations, warranties, covenants, agreements or collateral understandings, oral or otherwise, expressed or implied, regarding these Terms or the Loaned Equipment other than as expressly set forth herein. The parties have expressly required that these Terms and all documents or notices relating thereto be drafted in the English language. Les présentes modalités et tous les documents ou avis qui s’y rattachent ont été rédigés en anglais à la demande expresse des parties.