Terms and Conditions

As a responsible company, we have established the following Terms and Conditions for the use of our services. We have aimed to present everything in clear, plain English to ensure transparency. By arranging a visit, you accept these Terms and Conditions.

If you have any questions about anything in this document, please contact us for clarification before arranging a visit. It is our responsibility to supply you with goods and services that meet your consumer rights. If you have any concerns that we have not met our legal obligations, please let us know.


1. Refusal to Carry Out Repair

All repairs are subject to assessment. At the engineer's discretion, we may refuse to carry out a repair for reasons including, but not limited to:

Note: In some cases, our engineer may decide that the best course of action is to refer you back to the manufacturer rather than proceed with a repair through us. Unless advised otherwise in advance, we would normally waive any diagnosis charges in this scenario. This does not apply if we inform you that we can complete the repair but that it might be cheaper through the manufacturer, or if we are unable to proceed due to the need for a manufacturer agent (e.g., to programme a PCB). In these cases, a diagnosis charge would still be payable.

If our engineer determines that the appliance details you provided during sign-up are incorrect and the pricing would have been different with the correct details, they will provide a new quote before carrying out the repair. The engineer will abort the repair if the new pricing is not agreed upon.


2. Diagnosis

Our diagnosis service is designed solely to be followed by our repair service. The diagnosis charge covers the identification of the issue and quotation for necessary parts. You are not paying for a detailed diagnostic report or specific part details (e.g., part names or numbers).


3. VAT


4. No Access Visits

If our engineer visits the property and is unable to gain access, a diagnosis charge will be payable.

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


5. Zero Tolerance Policy

We expect our staff to operate in a safe and secure environment at all times. We have a strict zero-tolerance policy regarding abuse of our staff and will use the full extent of the law against anyone displaying threatening or abusive behaviour.


6. Dual Fuel/Gas Appliances

Our service is limited to electrical appliance repairs. While we can arrange a visit to a dual fuel appliance, we can only repair the electric side (excluding the ignition circuit).


7. Pricing Structure

Standard Pricing

Unless quoted otherwise, our standard pricing includes:

Important Notes:

Additional Charges

Quote Validity and Charges

Quotes provided are valid for 14 days from the date of issue. During this period, any diagnosis charge already paid will be carried over and deducted from the quoted amount, if appropriate.

Where we have been asked to provide a quote in advance of a visit—without inspecting the appliance first—please note that such quotes will only be issued once. Should this quote expire, we will not resend or renew it unless a visit to inspect the appliance has taken place.

After the quote has expired, a full labour charge will become payable should you wish to proceed with the repair or if additional diagnosis is required.


8. Fixed Price Repairs

Our fixed price repairs are covered by these Terms and also specific terms associated with the fixed price repairs. If there are any conflicting terms between both documents, the specific conflicting term in the fixed price guarantee will supersede the conflicting term in this document.

For detailed terms, please refer to Fixed Price Repair Terms.


9. Customer Supplied Parts

If you supply the parts required for a repair and request us to fit them:


10. Refrigeration System Work

If our engineer determines that system work (such as re-gassing, compressor, diverter valve, or pipework repair) is required on any refrigeration system, we would be unable to proceed with the repair.


11. Customer's Responsibility

Preparation for Engineer's Visit

Post-Repair Inspection

Post-Visit Appliance Positioning

Maintenance and Recommendations

Access and Installation

Losses and Damages

Reporting Damage


12. Cancellation

Cancellation (Repairs)


13. Repair Guarantee

Please view our Repair Guarantee Timeline to see how we will handle your repair guarantee based on the time elapsed since our repair when the issue is reported to us.

Guarantee Period

Coverage

Exclusions

We will refuse a repair under guarantee without recompense under the following conditions:

Reporting Issues

Limitations

Statutory Rights: This guarantee does not affect your statutory rights under consumer law.


14. Missed Appointments

We strive to keep all agreed appointment times, but unforeseen issues may occur (e.g., traffic delays, vehicle breakdowns, employee sickness). Due to the nature of our work, the length of time each job takes is unknown, and sometimes this can cause the engineer to run late.


15. Workshop Repairs

If an appliance has been picked up for repair by us or dropped off at our workshop:


16. Complaints Procedure

We always endeavour to provide the best service for our customers. However, if you are not completely satisfied, please let us know so we can rectify any issues promptly.

Inspection

How to Contact Us

Response Time

Dispute Resolution (Samsung Appliances Only)


17. Limitations of Fault Diagnosis and Part Replacement

While we use our best efforts and professional expertise to diagnose faults and recommend appropriate repairs, certain limitations apply:

1. Complex Faults

Some issues, especially those involving complex components like Printed Circuit Boards (PCBs), cannot always be definitively identified during the initial assessment. In such cases, resolving the fault may require replacing components as part of a staged diagnosis process.

2. Parts Fitted for Diagnosis

3. Customer-Requested Part Fitting (Unreplicated Faults)

4. Manufacturer Expertise

In some cases, additional diagnosis or repair by the manufacturer may be required, as their agents often have access to specific knowledge or repair protocols that go beyond our scope.

5. Limitation of Liability

We will not be held liable for costs associated with additional repairs, diagnostic services, or parts if the initial part fitted does not resolve the fault.


18. Parts

Van Stock and Ordering

Sourcing Parts

Backorders

Failed Parts

Partial Repairs

Pre-Ordering Parts


19. Updates to Terms and Conditions

Please note that these Terms and Conditions may be updated or amended at any time to reflect changes in our services, policies, or legal requirements. However, customers will be covered by the specific Terms and Conditions that were displayed and agreed upon at the time of booking or signing up for our services.

If you have any questions regarding the applicability of these terms, please do not hesitate to contact us for clarification.


Thank you for taking the time to review these Terms and Conditions. We strive to provide excellent service and transparency in all our dealings. If you have any questions or need further clarification on any section, please do not hesitate to contact us.