Fixed Price Repair Terms & Conditions

1 What is Included

Payment

Payment for fixed price repairs is required in full by bank transfer prior to scheduling. The total price includes a £30 administration and scheduling deposit as described in our general Terms & Conditions and in Section 6 below. Please refer to our general Terms & Conditions for full payment and cancellation details.

• Samsung Trained Engineers: All fixed price repairs are carried out by Samsung trained engineers.
• Diagnosis and Repair: Time required to diagnose and repair a single fault reported on the original booking.
• Return Visits: Any return visits to fit parts that are required.
• Parts: Functional parts required to repair the fault reported, up to a total retail value of £250 from www.buyspares.co.uk across all parts fitted or required for the repair, including parts fitted during staged repairs as described in Section 5.
• Safety Check: Professional safety check of your appliance.
• VAT: All prices include VAT.
• Guarantee: All work is guaranteed.

2 What is NOT Included

• Previously Diagnosed Faults: Any faults we have previously diagnosed outwith the fixed price option that have not been repaired.
• Commercial Appliances: Commercial appliances or domestic appliances in commercial settings. Contact us for a quote in these circumstances.
• Caravans or Boats: Appliances situated in caravans or on boats.
• Food Loss: Food loss, spoilage or other associated losses.
• Additional Faults: More than one fault or any fault not reported to us at the time of booking. See Additional Faults and Goodwill Repairs in Section 5.
• Misuse or Negligence: Repairs as a result of misuse, negligence, poor installation, or damage caused accidentally or deliberately outwith normal use of the appliance.
• Unsafe Appliances: Repairs where our engineer determines it to be potentially unsafe, including but not limited to incorrectly wired or containing bodily fluids.
• Refrigeration System Work: If the repair requires the engineer to break into the gas system of your refrigeration appliance, we would be unable to complete the repair and the advertised diagnosis charge would be payable.
• Flood or Infestation Damage: Repairs as a result of appliances being affected by flood damage or infestation.
• Cosmetic and Non-Functional Parts: Cosmetic, consumable, plastic/glass or non-functional parts unless they are the main and only fault reported or they are specifically required to correct the main reported fault.
• Incorrect Installation: Repairs to appliances which have not been installed in accordance with the manufacturers' recommendations.
• Incorrect Details: Appliances which differ from the details used to obtain the quote.

3 If We Cannot Complete Your Repair

Your Right to Cancel

• Cancellation: Your right to cancel may be exercised in writing or in another durable medium by contacting us. For ways to contact us please see the Contact Us page. If you cancel before we visit, Section 6 (Cancellation and Refunds) and the Non-Refundable Deposit in our general Terms & Conditions apply. If we have already visited to diagnose the fault, the advertised diagnosis charge will be payable and is not refundable.
• Part Availability: In a few instances the required part(s) may not be readily available from our suppliers and may have extended lead times where they require sourcing from abroad.
• 6-Week Timeline: If after a period of 6 weeks, beginning from the first call out, one or more required parts remain outstanding and the appliance is inoperable as a result, either party has the right to cancel the fixed price repair in respect of the affected fault(s). Where a repair covers multiple faults, any cancellation right applies only to the specific fault element(s) where parts remain outstanding. In this case you will be entitled to receive a refund of the charges attributable to the cancelled fault element(s), being the part cost and any associated additional labour charged for that element, minus the advertised diagnosis charge. If any parts for the cancelled element have already been fitted, you must provide access within 7 days for these to be removed before a refund will be processed. Where parts are successfully retrieved, any applicable refund will be processed within 14 days of retrieval. Failure to provide access within 7 days will result in the forfeiture of any refund entitlement for those parts. Any excessive wear or tear or misuse to these parts will be chargeable at full market value.

Our Right to Cancel

We reserve the right to cancel a fixed price repair if on evaluation of the details supplied or during the repair:

• Pre-Visit Cancellation by Us: We cancel before visiting — in this case a full refund of any amount paid will be processed within 14 days and no diagnosis charge will apply.
• Excluded Work: The repair requires work covered under the exclusions listed in Section 2 above, such as refrigeration system work.
• Parts Cost Exceeds Limit: We estimate that the cost of parts required is greater than £250.
• Obsolete Parts: If the parts required are found to be obsolete through the manufacturer. Please note we will not use retail sites to source parts.
• Unrepairable: If the engineer deems the appliance unrepairable.

Except where we cancel before visiting as described above, in all other instances you will be entitled to receive a refund of the original fee paid within 14 days, minus the advertised diagnosis charge.

No Access Visits

If our engineer visits the property and is unable to gain access, this will be treated as a failed visit. See Failed Visit Charges below.

To avoid no-access charges, please confirm appointments and ensure someone is present during the agreed time.

Appliance Accessibility

For our engineer to inspect and repair your appliance, it must be immediately accessible on arrival, with enough clear space around it for the engineer to work safely.

• The appliance should be at ground level, except for cooking appliances designed to be installed in a raised position.
• Integrated appliances must be correctly installed and accessible for servicing. Features such as a kickplate are acceptable as long as they can be easily removed without dismantling other items.
• Stacked appliances must be unstacked before our visit.
• The surrounding area must be clear of obstructions, including furniture, debris, or any other objects that may impede access.

If the appliance is not accessible when the engineer arrives, they will be unable to proceed. This will be treated as a failed visit. See Failed Visit Charges below.

Property and Utility Requirements

Repairs and diagnosis require that essential services are available at the property for the appliance to be inspected, tested, and repaired where possible. This includes, where applicable, a working electrical supply to the appliance and any water supply required for its operation (for example, washing machines or plumbed refrigeration).

If our engineer attends but cannot carry out the repair or complete necessary diagnostic testing because electricity, water, or other essential services are unavailable at the property, or because conditions at the property otherwise prevent the engineer from safely proceeding, this will be treated as a failed visit. See Failed Visit Charges below.

Failed Visit Charges

Where our engineer attends but cannot proceed for any of the reasons described above (including no access, an inaccessible appliance, or unavailable essential services), the advertised diagnosis charge will be payable as a failed visit charge.

We will issue a request for payment of the diagnosis charge. If the diagnosis charge is not paid, it will be deducted from any amount you have already paid. If the diagnosis charge is paid, your booking will be restored so that another visit can be arranged.

Intermittent Faults and No Fault Found

Our engineers use industry-standard diagnostic tests rather than waiting for full appliance cycles to complete, which would not be practical. If the fault cannot be replicated using these tests, the engineer will advise on likely causes and offer potential resolutions where possible, but a “no fault found” outcome will be recorded if no repair takes place.

In some cases, our engineer may be unable to identify any fault with the appliance at the time of visit. Where this occurs and the repair cannot be completed as a result, we will charge the advertised diagnosis charge only.

A diagnosis charge applies even if no fault is found during the visit. This does not mean there is no issue, only that it could not be identified at the time. Please note that while our repairs come with a guarantee, a “no fault found” diagnosis does not.

Where a fault is identified and repaired, our guarantee applies to the specific part or component found to have failed. With intermittent faults, more than one fault may be contributing to the reported symptom, or the cause may lie outside the appliance entirely. Repairing a confirmed fault does not guarantee that the reported symptom will not recur, and does not imply that no further faults exist.

Where you have paid the full Fixed Price in advance and no fault is found, we will refund the difference between the amount paid and the advertised diagnosis charge. To request this refund, you must provide your bank details by replying to our refund notification within 3 months of the date that notification is sent. Payment will be made by bank transfer to the details you provide. After this period, any refund due will be forfeited if details have not been provided.

This does not affect your statutory rights.

4 Repair Guarantee

Duration

On most repairs we offer a guarantee period of 180 days, with the first day being the date of repair. This guarantee means where possible, we will correct a failed repair if it is caused by the exact same part failing.

Exclusions

We will refuse a repair under guarantee without recompense in the following non-exhaustive list of conditions:

• Unauthorised Interference: If anyone else has repaired or dismantled the machine after our initial visit.
• Lack of Maintenance or Negligence: If we believe the repair has failed due to lack of maintenance or negligence of anyone other than our engineers.
• Normal Wear and Tear: If the repair fails due to normal wear and tear.
• Security Seals: If any security seals we place on the appliance are removed or tampered with, or if you refuse to allow us to place security seals at the time of repair.
• Related Part Failure: If the repaired part fails due to failure of another non-repaired part.
• Commercial Use: If the appliance is being used in a commercial setting or for commercial purposes, regardless of whether it was originally being used for this purpose when the part was fitted.
• Glass Breakage: Where a glass item has shattered or broken and we have no way to rule out accidental damage or misuse.
• Unrelated Fault: Where the fault is not related to the repair carried out previously.
• Customer Non-Compliance: Where you have failed to follow any usage or maintenance instructions our engineer provided previously.
• Obsolete Parts: Where parts become obsolete or we are otherwise unable to source them through our regular suppliers.
• Previously Advised: Where you were advised originally that the repair was not covered by guarantee.
• Late Reporting: Where you notify us more than 7 days after the fault reoccurs.
• Misuse: Where the original fault was caused by misuse or not following the manufacturers usage or maintenance instructions, including clearing blockages or obstructions.
• Consumable Parts: No guarantee is offered for consumable parts such as bulbs, filters or other similar parts.
• Expired Guarantee: Any repairs reported on or after 181 days of the original visit.

Claiming Under Guarantee

To take advantage of this guarantee, you must report any reoccurring fault to us by phone or in writing using the contact details on our Contact Us page, and allow our engineers access to inspect the appliance within 3 working days from the day reported.

If we cannot offer you an appointment within 3 working days, you must allow access within 3 working days of the first appointment date we offer you. Failure to allow access within this time will result in your guarantee on that repair being voided.

You should assume we are not aware of any fault until an appointment is confirmed to re-inspect the appliance. If our engineer arrives at your property during the appointment time and cannot gain access, your guarantee on that repair is voided.

If our engineer determines that the fault reported is not covered under our repair guarantee, our standard charges would apply. Refusal to pay these charges on a visit determined not to be covered by our repair guarantee will instantly void any and all repairs currently guaranteed on that specific appliance.

Transferability

The guarantee is provided on the specific appliance repaired, in the exact property it was repaired in. Appliances moved within the current household are still covered as long as the fault is not caused by movement of the appliance, but appliances moved to another address or passed on during the sale of a property are no longer covered. Under no circumstances is any part of our guarantee transferable to any other person.

Additional Information

• No Reset on Revisit: A revisit does not reset the 180-day count. The guarantee is still 180 days from the original repair.
• Related Part Damage: In some cases, a part failing may also damage other parts. Our guarantee includes cover for the original part fitted only; any other parts required would be chargeable. If you do not wish to fit other parts, we would be unable to complete the repair and the guarantee would be void.
• Parts Availability: If parts required to fulfil this guarantee are out of stock with our usual suppliers at the time of ordering, we reserve the right to wait for those parts to become available. If the 180-day guarantee expires without these parts becoming available through our usual suppliers, your guarantee period is no longer valid.
• Pro-Rata Deductions: If your fitted part fails and for any reason we are unable to replace that part, or the appliance is found to be beyond repair due to the original part failure, we may deduct an amount from any recompense relative to the amount of usage you have obtained after the repair. For example, if 60 days have passed since repair, we may deduct up to 1/3 of the refund cost as this is 1/3 of the guaranteed period; if 120 or more days have passed, we may deduct up to 2/3 of the cost to reflect usage for 2/3 of the guaranteed period. In all cases, any refund will be a minimum of zero and will not result in any additional charge to you.
• Where we fit a part and it fails, we may at our discretion, refund (minus the diagnostic charge and a pro-rata amount based on usage) the payment rather than continuing to replace the part.
• Repair Only: There is no cash refund alternative option. This is a repair-only guarantee.

5 Parts

Van Stock and Ordering

Our engineers carry a very extensive van stock which allows them to complete a large number of repairs on the first visit to the property. Unfortunately our engineers cannot carry every part they may come across and as such there are occasions where we need to order parts.

Our normal expected turnaround is 2 working days from order to arrival, however we advise allowing 5 working days for in-stock parts. Delays outwith our control may occur and we cannot be held liable for any losses in such cases.

Parts Removal

In some cases, when parts are fitted during a fixed price repair we may require that the failed parts are removed to our workshop. In some cases this is because our engineers will replace the failed part with a higher-level part, meaning rather than replace a single small component that has failed, they will replace the whole assembly that includes that failed part. By removing the failed parts, this allows us to carry out training and also potentially salvage certain components from those parts, helping us to build a stock of components for future use, especially if those components become obsolete.

Staged Repairs

In some cases, it may be required for us to fit a part to then determine what other parts are faulty. For example, a leaking hose in a washing machine would need to be fixed before we could find out there is a problem with it taking too much water during the cycle. In this instance, the 6-week timeline referenced above is still relevant. For clarity, the 6-week period begins from the date of the first engineer visit, regardless of how many subsequent visits are required. You must wait until this time has passed before you are entitled to cancel the repair.

Parts Limit Reached During a Staged Repair

In some staged repairs, parts may be fitted before it becomes apparent that further parts are required. If the total retail value of all parts required for the repair, including parts already fitted, would exceed £250, we will contact you and offer the following options:

• Continue the repair: You may choose to pay the retail cost of the parts exceeding the £250 limit before they are ordered. The repair then continues under these terms as normal, and our repair guarantee applies to the completed repair.
• Cancel the repair: If you do not wish to pay the additional amount, either party may cancel the fixed price repair. You will be entitled to a refund of the original fee paid, minus the advertised diagnosis charge. Where parts have already been fitted, you may either pay the retail cost of those parts and retain them, or provide access within 7 days for these to be removed before a refund will be processed. Where parts are successfully retrieved, any applicable refund will be processed within 14 days of retrieval. Failure to provide access within 7 days will result in the forfeiture of any refund entitlement. Any excessive wear or tear or misuse to these parts will be chargeable at full market value.

Additional Faults and Goodwill Repairs

Where more than one fault or symptom is described at the time of booking, the fixed price covers the first issue described only. Any subsequently described issues are treated as secondary faults and fall under this section as additional faults. Where our engineer determines that more than one described symptom is caused by the same underlying fault, those symptoms are treated together as the first issue. Where the order in which issues were described is unclear, our engineer will determine the primary fault on diagnosis as the fault most consistent with the main symptom described.

The fixed price covers the diagnosis and repair of the single fault reported at the time of booking. Where our engineer identifies or is asked about additional faults during a visit, including secondary faults described at booking, we may at our sole discretion attempt to repair these at no extra charge as a gesture of goodwill. Any such attempt does not form part of the fixed price repair. We are under no obligation to complete, or continue attempting, any goodwill repair, and an incomplete or unsuccessful goodwill repair does not entitle you to any refund, price reduction, or cancellation of the fixed price repair. Our repair guarantee in Section 4 applies only to the fault reported at the time of booking and does not apply to goodwill repairs unless we confirm otherwise in writing.

6 Cancellation and Refunds

You may cancel your All-Inclusive repair booking at any time prior to the engineer's visit. On cancellation by you, you will be refunded the amount paid less a £30 non-refundable administration and scheduling deposit.

This deposit is retained to cover scheduling, administration, and payment processing costs incurred at the time of booking. By paying in advance, you request that we begin scheduling and administration immediately.

Where we cancel the booking or fail to provide the service, the full amount paid (including the deposit) will be refunded. Once the engineer has attended your property, refunds are only available as described in Section 3 above.

This does not affect your statutory rights under UK consumer law.