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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


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:


18. Parts

Van Stock and Ordering

Sourcing Parts

Backorders

Failed Parts

Partial Repairs

Pre-Ordering Parts


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.