Terms and Conditions

Watch service and repair terms and conditions
Effective date: 6 October 2026

1. About us and these terms

These terms apply to watch servicing, repairs, battery replacement, polishing, refurbishment, restoration and related work provided by The Alpha Group 7C Limited, trading as Alpha Group Watchmaking (“Alpha”, “we”, “us” or “our”).

Company: The Alpha Group 7C Limited, registered in England and Wales
Company number: 15945048
Registered office: Spitalfields House, 1st Floor, Stirling Way, Borehamwood, England, WD6 2FX
Workshop: 9 St. Cross Street, Farringdon, London EC1N 8UB
Email: contact@thealphagroupltd.com
Telephone: 020 4531 5299

These terms should be read alongside your booking record, approved quotation and any specific arrangements agreed with you in writing. We will make them available before you enter into a service contract with us.

Any specific departure from these terms must be expressly agreed in writing. Nothing in these terms limits your statutory rights as a consumer.

2. Booking in your watch

When leaving a watch with us, you must provide your name, contact telephone number and a valid email address that you control. This email address will be used for quotations, instructions, updates and collection verification.

You confirm that you own the watch or have the owner’s permission to instruct us and arrange its return.

Please tell us about any known faults, previous repairs, modifications, replacement components, water damage or other circumstances that may affect our work. Please also tell us about any particular requirements concerning original parts, finishes, engravings or the preservation of collector value.

We will record the watch and any accessories accepted into our care. Where appropriate, this may include its reference and serial numbers, apparent condition, visible damage and photographs. Please check your booking record and tell us promptly if anything is incorrect.

An initial inspection may not reveal internal faults, concealed damage, worn components or previous alterations. Our booking record is not an authentication certificate or formal valuation unless we expressly agree to provide that service.

Please retain your booking receipt, repair reference and invoice.

3. Assessment and approval of work

We may need to open or partially dismantle your watch to assess its condition. We will obtain your agreement to the assessment and explain any assessment, dismantling or reassembly charges before incurring them.

Following assessment, we will explain the proposed work and provide a quotation or estimate. We will make clear whether a price is fixed or an estimate.

We will not carry out chargeable repairs beyond the agreed assessment until you approve the proposed work and price. Approval may be recorded by email, an approved electronic system or another agreed written method.

If further faults are discovered, or additional work or parts would increase the approved price, we will seek your approval before proceeding. Silence does not constitute approval.

If you decline the repair, you will only be charged any assessment, reassembly or return delivery fees agreed beforehand and lawfully due.

If the watch cannot safely be reassembled or returned in its original operating condition because of an existing defect, we will explain this and discuss the available options. This does not exclude responsibility for damage caused by our failure to exercise reasonable care and skill.

4. Prices and payment

Consumer prices will include VAT where applicable. Any agreed assessment fees, delivery charges or other additional costs will be disclosed before you commit to them.

We may request an agreed deposit before ordering parts or starting work. The amount and purpose of the deposit will be confirmed in writing.

Unless we agree otherwise, payment is due when the work is complete and before collection or dispatch, subject to any legal right you have to withhold payment.

Deposits are not automatically non-refundable. Any amount retained following cancellation must reflect charges or losses we are legally entitled to recover, taking account of costs saved and any applicable cancellation rights.

If you dispute an invoice, please contact us promptly so that we can investigate.

5. Repair standards and replacement parts

We will carry out the agreed work with reasonable care and skill.

The scope of work will be recorded in your approved quotation. A limited repair does not amount to a complete service or a guarantee of components outside the agreed work.

Where relevant, we will explain the proposed type of replacement parts. We will obtain your agreement before fitting non-original, refurbished or specially made components.

If you wish to retain replaced parts, please tell us before work begins. Where a manufacturer or supplier requires an exchange part to be surrendered, we will explain this before you approve the work. Otherwise, we will agree arrangements for returning or disposing of replaced parts.

We may use suitable specialist contractors where necessary. Where we engage a contractor to fulfil our contract with you, we remain responsible for that service.

Independent repair work may affect a manufacturer’s commercial warranty. Please tell us if your watch is covered by one so that we can discuss the implications before work begins.

6. Vintage watches and cosmetic work

The condition of vintage watches, previous repairs and the availability of suitable parts may restrict the results that can reasonably be achieved. We will explain any material limitations identified during assessment.

Polishing, refinishing and restoration may remove material or alter original finishes, case profiles, markings or patina. These changes may affect collector value.

We will obtain your specific approval before undertaking cosmetic work or alterations outside the agreed repair. Please tell us before approval if retaining original finishes or components is a priority.

Approval of an explained treatment does not release us from responsibility for carrying it out with reasonable care and skill.

7. Pressure testing and water resistance

7.1 Testing before release

Before your watch leaves Alpha following service or repair, we will carry out a pressure test appropriate to its design, condition and the work performed, subject to the documented exceptions in section 7.3.

Testing will take place after final assembly. If the case is subsequently opened or any component affecting water resistance is adjusted, the watch must be tested again before release.

A pressure test is a check of water resistance under specified test conditions. It is not a complete assessment of the watch’s movement, timekeeping or other functions.

7.2 Recording the result

Your invoice will identify the watch or repair reference and record:

• The date of the pressure test.
• The test method.
• The pressure applied in bar and its equivalent rating in metres, where applicable.
• Whether the watch passed or failed.
• Any faults, limitations or restrictions on water exposure.
• The reference for the supporting test photograph or report.

The supporting photograph or test report will be supplied with the invoice or accompanying service record and linked to your watch or repair reference.

Where vacuum testing forms part of the procedure, its result will be recorded separately rather than presented as a positive pressure rating in metres.

The pressure actually tested may differ from the manufacturer’s original rating. We will distinguish these figures and will not describe the watch as having passed a rating that our test does not support.

7.3 Failed or unsuitable tests

If your watch fails the test, we will explain the result and any recommended remedial work. Additional chargeable work requires your approval.

If testing would risk damaging the watch, or its construction or condition makes a suitable test unavailable, we will explain this before release. Your invoice will state “Not pressure tested — water resistance not confirmed”, together with the reason.

A watch that fails or cannot safely be tested will only be returned under a documented exception agreed with you. It must be kept away from water unless we provide specific written advice otherwise.

Acknowledging a failed test, an exception or a restriction on use does not waive your statutory rights or excuse any failure by Alpha to perform the agreed work with reasonable care and skill.

7.4 Meaning of a passed test

A passed pressure test records the watch’s performance under the stated test conditions on the recorded date. It does not guarantee permanent water resistance or suitability for every water activity.

The equivalent figure in metres is a pressure reference, not a statement that the watch can safely be used at that actual depth. Permitted use depends on the watch’s design, manufacturer guidance, condition and any restrictions recorded by Alpha.

Water resistance can change over time through wear, ageing seals, impacts, damage or subsequent work. Follow the care instructions supplied with your watch and seek advice about periodic testing.

7.5 Crowns, pushers and other components

Before exposure to water, ensure that the crown is correctly closed and, where applicable, fully screwed down in accordance with the manufacturer’s instructions.

Follow the model-specific instructions for locking pushers and other controls. Do not operate crowns or pushers while the watch is wet or submerged unless the manufacturer expressly permits this.

After collection, impacts, loose or missing components, worn seals, an incorrectly secured crown, operation of controls in water or subsequent opening of the case can compromise water resistance.

If a crown, pusher, glass, case back or another component becomes loose, damaged or detached, stop exposing the watch to water and arrange an inspection before further water exposure.

7.6 Water damage and responsibility

Our repair warranty does not cover water damage to the extent caused by owner misuse, accidental damage, failure to follow the supplied care instructions or subsequent third-party work.

This includes water damage caused by:

• A crown being left open or not properly secured.
• Crowns or pushers being operated in water contrary to the manufacturer’s instructions.
• Use beyond the confirmed water-use limits.
• Damage to the case, glass, crown, pushers, seals or other components after handover.
• Subsequent opening, alteration or repair that compromises water resistance.

These exclusions apply only where the relevant event caused or contributed to the damage. They do not apply where water ingress or component failure results from defective parts supplied by Alpha, incorrect fitting, inadequate testing or another failure by Alpha to exercise reasonable care and skill.

A passed pressure test alone does not establish that later water damage was caused by owner misuse. Any reported issue will be assessed against the available evidence, including the test record, the work performed and the watch’s condition.

If you notice condensation or moisture inside the watch, stop using it and contact us promptly. Do not attempt to open or dry the movement yourself.

8. Completion times

We will provide an estimated completion time following assessment. Timing may depend on the condition of the watch, availability of parts, specialist work and testing.

We will inform you of material delays and provide an updated estimate where possible.

If you need the watch for a particular date, please tell us before approving the work. A fixed deadline must be expressly agreed.

Where no completion date is agreed, we will perform the service within a reasonable time. Estimated dates do not remove your rights where we fail to meet an agreed deadline or cause unreasonable delay.

9. Custody, damage and insurance

We will take reasonable care of your watch and recorded accessories while they are in our possession and while being handled by contractors we engage.

Please provide an accurate indication of the watch’s current value, supported by a recent valuation or other evidence where available. This helps us assess appropriate handling and transport arrangements. It does not automatically establish an agreed compensation value or limit your statutory rights.

Any specific insurance arrangements, limits or exclusions applicable to your booking will be confirmed separately in writing. Do not assume that your watch is covered for an unlimited amount or for every possible event.

Our legal responsibility is separate from any insurance claim. An insurer declining a claim, applying an excess or limiting a payment does not remove liability that we otherwise owe you.

We are responsible for loss or damage to the extent caused by our breach of contract, negligence or failure to exercise reasonable care and skill. Any remedy or compensation will be assessed in accordance with applicable law and the circumstances, including reasonable evidence of the watch’s condition and value.

We are not responsible for pre-existing faults or damage merely because they are discovered during assessment or repair. We remain responsible if our actions cause additional damage or worsen an existing condition through a failure to exercise reasonable care and skill.

10. Sending and returning your watch

Please contact us before sending a watch so that we can agree the delivery method, packaging requirements and any relevant value limits.

If you independently arrange delivery to us, you are responsible for selecting suitable packaging and a carrier whose terms and insurance cover the watch and its value. We remain responsible for any loss caused by our own instructions or actions.

If we arrange a carrier, we remain responsible for the transport service we contract to provide, subject to applicable law. We will confirm charges and any insurance arrangements before dispatch.

Return delivery will be made to the address agreed with you. Requests to change the address will require verification through your recorded email address and may require additional checks.

Please inspect the package and watch promptly on receipt and report any concern as soon as reasonably possible. A delay in reporting does not automatically remove your statutory rights.

11. Collection, invoices and identity checks

Please retain your invoice or booking receipt and present it when collecting your watch.

Before releasing the watch, we will send a collection verification email to the email address recorded against your booking. You must confirm the proposed collection by replying to that email or completing the verification method it contains.

An email sent by us without a response or completed verification is not sufficient authorisation for collection.

We may request photographic identification to confirm the identity of the person collecting. If your invoice or receipt has been lost, photographic identification is required, together with any reasonable additional evidence needed to link you to the booking and establish your entitlement to collect.

Possession of an invoice alone does not establish ownership or entitlement to collect.

If another person will collect on your behalf, you must authorise them in advance through your recorded email address and provide their full name. They must present photographic identification matching that name.

If you cannot access your recorded email address, please contact us before attending. We will agree an alternative verification process using reasonable evidence of identity and entitlement. We will not change collection instructions solely on an unverified request.

We may delay release while a genuine identity, ownership, payment or security concern is reasonably investigated. Checks will be proportionate, and we will explain what is needed to resolve the concern.

At handover, we will provide the invoice, pressure-test result and any relevant care instructions or restrictions. We will record the handover and send confirmation of collection to your recorded email address.

Signing a collection record acknowledges receipt. It does not waive rights concerning hidden faults or defective work.

12. Repair warranty

Any commercial repair warranty, including its duration, start date and the work or parts covered, will be stated in your approved quotation and confirmed on your invoice or service record.

During the stated warranty period, we will remedy a defect in covered workmanship or parts without charge, subject to inspection and the terms below.

The warranty does not cover faults or damage caused by:

• Accidental impact, dropping, crushing or other external damage.
• Misuse, neglect or failure to follow reasonable care instructions.
• Water exposure beyond the confirmed limits or contrary to advice supplied.
• Improper operation of the winding, crown, date or other controls.
• Subsequent work or alterations that cause or contribute to the fault.
• Ordinary wear occurring after completion.
• Faults in components outside the agreed work and warranty scope, unless caused by our work.

An exclusion applies only to the extent that the relevant event caused or contributed to the fault. It does not remove cover for unrelated defects in our work.

Please contact us promptly if a fault develops and allow us a reasonable opportunity to inspect the watch. Stop using it if continued use could cause further damage.

We will explain any proposed charge for an issue outside warranty and obtain approval before undertaking chargeable work.

A commercial warranty is additional to your statutory rights. Those rights may continue after the warranty expires, and your invoice is not the only acceptable evidence of purchase.

13. Cancellation

You may ask us to stop work by contacting us using the details above.

If you are a consumer entering into a qualifying service contract online, by telephone or away from our premises, you generally have 14 days from the day after the contract is made to cancel without giving a reason.

Where this right applies, we will provide the required cancellation information and model cancellation form. You may also cancel using any clear statement identifying your booking.

We will only begin the service during the cancellation period at your express request. If you then cancel before completion, you may be required to pay a proportionate amount for the service supplied, but only where the legal conditions for that charge have been met.

You lose the statutory right to cancel a fully performed service during that period only where you expressly requested early performance and acknowledged that the right would end once the service was fully performed. Accepting these general terms alone does not constitute that request or acknowledgement.

For bookings made at our premises, or cancellation outside a statutory cancellation period, we may charge reasonable amounts for approved work already performed and unavoidable costs properly incurred. We will account for costs saved and take reasonable steps to reduce our losses.

Any refund due will be paid within the applicable legal time limit. We will agree arrangements for returning your watch and disclose any lawful return charges.

These cancellation provisions do not affect your rights where our service is defective or we breach the contract.

14. Uncollected watches

We will contact you when your watch is ready. Please collect it, arrange return delivery or contact us to agree another arrangement within 30 days of notification.

Storage charges will apply only where the amount, commencement date and basis were disclosed and agreed before the contract was made. We will not impose an undisclosed storage fee retrospectively.

If the watch remains uncollected, we will make reasonable attempts to contact you and provide written notice of any proposed further action.

Your watch does not automatically become our property because it has not been collected or an invoice remains unpaid.

Any proposed sale or disposal will take place only where legally permitted and after complying with the applicable notice and other legal requirements. Any sale proceeds will be accounted for, with only lawful deductions made.

We will continue to exercise reasonable care while the watch remains in our custody.

15. Events outside our reasonable control

We may be affected by events outside our reasonable control, sometimes called force majeure events. These may include severe weather, flooding, fire, government restrictions, major transport disruption or exceptional interruptions to essential supplies.

If an event prevents or materially delays our work, we will inform you as soon as reasonably possible, explain its likely effect and take reasonable steps to reduce disruption and protect your watch.

This clause does not excuse inadequate precautions, poor security, negligence or a failure to exercise reasonable care and skill. It does not automatically exclude responsibility for loss or damage simply because one of these events has occurred.

If the disruption causes a substantial delay, you may contact us to end the affected service. We will arrange the safe return of your watch as soon as reasonably practicable and refund payments for work not supplied, subject to any lawful charge for authorised work already performed.

Your statutory rights remain unaffected.

16. Our liability and your legal rights

If you are a consumer, we are responsible for foreseeable loss or damage caused by our breach of contract or failure to exercise reasonable care and skill.

We do not exclude or restrict liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any liability that cannot lawfully be excluded or restricted.

Where services do not meet legal requirements, you may be entitled to repeat performance, a price reduction or other remedies available under applicable law.

Any separate terms for trade customers must be expressly agreed. A customer’s legal status depends on the circumstances of the transaction and is not determined solely by how a booking is labelled.

17. Personal information

We use your contact details, watch records, relevant photographs, pressure-test records and collection verification information to administer the service, communicate with you, protect your property and maintain appropriate records.

Identity checks will be proportionate. We will not retain copies of identification unless necessary and lawful, and we will explain any retention arrangements.

Further information about how we handle personal information is available in our website Privacy Policy.

18. Complaints

If you have a concern, please contact contact@thealphagroupltd.com or write to our workshop, quoting your booking or invoice reference and explaining the issue.

Where relevant, please provide photographs, a description of the fault and the circumstances in which it arose. We may need to inspect the watch to assess the concern fairly.

We will investigate and explain our findings and any proposed remedy. Where an unresolved consumer complaint requires information about an alternative dispute resolution provider, we will provide that information and explain whether we are obliged or willing to participate.

This does not prevent you from exercising your legal rights.

19. Applicable law and changes to these terms

These terms are governed by the law of England and Wales. Consumers retain any mandatory protections and rights to bring proceedings in their home jurisdiction that applicable law provides.

The version supplied when you enter into the contract applies to that booking. Later website changes will not retrospectively alter an existing contract unless you expressly agree.

If a provision is found to be unenforceable, the remaining provisions will continue to apply so far as legally possible.