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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:
- Unauthorised Interference: If the appliance has been altered, dismantled, or otherwise interfered with by someone we believe is not qualified to do so.
- Risk of Water Damage: If the engineer believes that a large quantity of water would be released in an uncontrolled manner during a repair, potentially causing damage (e.g., a washing machine full of water due to a blocked hose).
- Health and Safety Risks:
- If the appliance is deemed a potential health risk.
- If the appliance or installation poses a safety risk to our engineer.
- If an insect infestation is or has been present.
- Abusive Behaviour: If a customer is or has been abusive, threatening, made baseless allegations, or has been deceptive towards our staff.
- Uneconomical Repairs: If the engineer determines the repair is not economical or the chance of appliance failure after repair is disproportionately high (e.g., compressor repair on an old appliance).
- Lack of Communication: If we cannot get a response after multiple contact attempts before visiting, we reserve the right to cancel the repair visit.
- Excessive Part Costs or High-End Appliances:
- If the required parts cost more than seven times the labour charge or exceed £500 (whichever is greater).
- If the appliance is a valued at over £2,500 and is not from a manufacturer for whom we carry out service work. Our services are not designed for such appliances and we recommend contacting the manufacturer directly.
- Absence of Responsible Adult: If a responsible adult is not present at the property, unless previously agreed otherwise.
- Payment Concerns: If we believe there may be an issue obtaining payment on-site or if the customer advises they cannot pay the engineer on-site.
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).
- Reports and Details: If you require a full report or detailed breakdown, you must mention this when booking the job; it cannot be requested after the engineer has arrived on-site. A labour charge will be payable for the report, and any further repair would start as a new job with fresh charges.
3. VAT
- Inclusive Pricing: For non-commercial customers, all our prices include VAT unless specifically stated otherwise.
- VAT Registration: Our VAT registration number is 289 2317 71.
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.
- Recording Policy: Our staff may use recording equipment in your property if they feel at risk. You will be informed of any recording in accordance with data protection regulations. By proceeding with our services, you consent to such recordings being used for purposes including, but not limited to, being passed to the police, the manufacturer, or used in a court of law.
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).
- Gas Repairs: If our engineer determines that the repair requires a gas engineer for any reason, we would be unable to proceed. In such cases, a diagnosis charge would be payable if we have visited the property to determine this.
7. Pricing Structure
Standard Pricing
Unless quoted otherwise, our standard pricing includes:
- Diagnosis/Labour Charge: A one-off charge covering the initial inspection of your appliance and the time required to carry out most repairs. This is not an hourly charge.
Important Notes:
- If the engineer is unable to replicate the reported issue during their visit, the appliance is beyond repair, or you choose not to proceed with an expensive repair, a diagnosis charge will be payable.
- In all other cases, the labour charge will be payable.
- You are paying for the appliance to be returned to working condition, regardless of what or how long that takes, even if it's not a fault with the appliance itself.
- This pricing structure ensures that you know in advance how much will be charged for labour if the appliance is fixed on the first visit.
- We are not able to give discounts for quick repairs, nor do we charge more for time-consuming repairs.
- We do not charge extra labour costs for returning with parts required to complete the initial repair if we need to order them.
Additional Charges
- Multiple Faults: If two or more faults are reported with an appliance, or if a secondary issue is identified during the repair, we reserve the right to apply further charges. Secondary issues are normally charged at 1/3 of the labour charge or £30, whichever is greater. Any additional charges will be clearly explained in advance. You will have the option to refuse the repair of the secondary issue, in which case a diagnosis charge would still be payable for the initial issue.
- Time-Consuming Repairs: The fixed labour or diagnostic charge does not cover very time-consuming repairs, including but not limited to:
- Carcass changes
- Bearings (except Samsung appliances)
- Tub/drum replacement or strip down (except Samsung appliances)
- Compressors
- Re-gassing
- Repairs requiring multiple engineers
- Repairs requiring more than four hours
- For Samsung appliances, repairs such as bearings and tub/drum replacements are covered under our standard labour charge. For other brands, these repairs are considered time-consuming and are not covered by the fixed labour charge.
- In these instances, you will be quoted a total price, and you will have the choice of whether to proceed. If you choose not to proceed, a diagnosis charge will be payable.
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:
- Charges: The quoted rates will be payable for the initial visit and again on any subsequent visits you request if:
- The parts supplied do not complete the repair.
- The parts supplied are not compatible with the machine.
- The parts are damaged, preventing us from fitting them.
- No Guarantee: As we did not provide the parts, we cannot provide any guarantee on any repair carried out with customer-supplied parts.
- Labour Rate for Time-Consuming Repairs: Our standard labour rate does not apply to time-consuming repairs where you supply the parts (e.g., bearings, tub/drum replacement, compressors, re-gassing). The price is quoted at the engineer's discretion during their visit.
- Recommendation: We advise allowing our engineer to visit and quote for any parts required rather than purchasing them yourself.
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.
- Reason: These repairs require specialist engineers, and due to the complexity and regulations involved, this is not a service that we offer.
- Charges: The diagnosis charge would be payable for the initial inspection in this case.
- Customer Options: If you choose to proceed with the diagnosed repair through another company, you are responsible for obtaining a second opinion to ensure our diagnosis is correct.
11. Customer's Responsibility
Preparation for Engineer's Visit
- Fridge/Freezer Repairs: Ensure your appliance is switched on for 12 hours prior to our engineer's visit unless instructed otherwise. If you believe the fault is a safety issue or are unsure, please ask us in advance.
Post-Repair Inspection
- Your Responsibility: Once a repair has been carried out, it is your responsibility to check the appliance thoroughly, including testing all functions and inspecting for any damage.
- Prompt Reporting: Any issues or concerns should be reported to us within 72 hours of the repair.
Post-Visit Appliance Positioning
- After a visit, our engineer will return the appliance as best as possible to its original position. Fine-tuning or levelling is the customer's responsibility.
- If the appliance was not installed correctly before our engineer moved it, they will not reinstall it unless that was the purpose of our visit.
Maintenance and Recommendations
- Any recommendations provided by the engineer are not mandatory. Any actions taken based on such advice are at your discretion and financial responsibility.
- If a fault is due to poor maintenance, we may advise what maintenance is required by you to correct the problem (e.g., cleaning a component). You will be expected to carry this out yourself. A labour charge will still apply in this case.
Access and Installation
- Accessibility: You are responsible for making the appliance fully accessible for repair. This includes removing fixtures/fittings, other appliances, or ensuring a cooker hood is removed from the wall if necessary.
- Damage to Property: We will take all reasonable care to avoid damage when carrying out repairs. Please inform us of any specific concerns regarding your property so we can take additional precautions.
- Limitation of Liability: We are not responsible for any damage to your property unless it was caused by deliberate recklessness of our staff.
- Unavoidable Damage: Sometimes moving an appliance causes unavoidable damage, despite our careful efforts.
- Flooring and Fixtures: If moving an appliance is likely to damage your flooring or other fixtures, you must inform us and provide suitable arrangements to inspect the appliance without moving it.
- Siliconed Appliances: If an item is siliconed in place and the silicon requires removal to access the appliance, damage may occur. We are not responsible for such damage or for replacing the silicon after the repair.
Losses and Damages
- We are not liable for:
- Loss of revenue or earnings due to a broken appliance, before, during, or after repair.
- Loss of food or other perishables.
- Any other costs incurred due to a repair being carried out or us being unable to carry out a repair for any reason.
Reporting Damage
- If damage is noticed after an engineer's visit, this must be reported to us within 72 hours of the visit. Reporting does not automatically mean we will accept liability, but reports after this period will be handled at our discretion.
12. Cancellation
Cancellation (Repairs)
- Right to Cancel: You may cancel your repair service at any time.
- Charges:
- If you cancel before the engineer is en route to your property, or in the case of a 2-hour window appointment, before a window has been sent, no diagnosis charge will apply.
- If you cancel after we notify you that the engineer is en route, a diagnosis charge may be payable.
- If you cancel after the engineer has arrived on-site but has not inspected the appliance, a diagnosis charge is payable.
- You cannot cancel a repair once the engineer has commenced fitting parts you previously agreed to or once the engineer has commenced a repair.
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
- Duration: We offer a guarantee period of 90 days, starting from the date the go-ahead was given to the quote, or if no quote was provided, the date of repair.
- Note: Delays caused by the customer (e.g., delaying the return visit) may reduce the guarantee period accordingly.
Coverage
- What Is Covered: We will, where possible, correct a failed repair if it is caused by the exact same part failing due to a manufacturing defect with the part fitted.
- Guarantee Cost: This guarantee is provided free of charge, covered by a markup added to any parts quoted. The markup may vary based on multiple factors and is included in the total price you are quoted.
Exclusions
We will refuse a repair under guarantee without recompense under the following conditions:
- Customer Non-Compliance:
- Refusal to run through basic troubleshooting steps required to determine if our repair has failed.
- Failure to report the issue within 7 days of its occurrence.
- Failure to allow our engineers access to inspect the appliance within 5 working days of reporting the issue.
- Payment Issues: Where a full labour charge has not been paid previously for that repair. No guarantee is provided where only a diagnosis charge was paid.
- Unauthorised Interference: If anyone else has repaired or dismantled the machine after our initial visit.
- Negligence or Misuse:
- If we believe the repair has failed due to lack of maintenance or negligence by anyone other than our engineers.
- If the repair fails due to normal wear and tear.
- If the appliance is used in a commercial setting when designed for domestic purposes.
- Tampering: 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.
- Related Failures: If the repaired part fails due to failure of another non-repaired part.
- Damage Caused by Continued Use: If you have caused damage to the appliance or part by continuing to use it after the fault reoccurs.
- Failure to Follow Instructions: If you have failed to follow any usage or maintenance instructions our engineer provided.
- Availability of Parts: If parts become obsolete or we are otherwise unable to source them through our regular suppliers.
- Excluded Repairs:
- Repairs involving clearing a blockage or obstruction of any type.
- Issues caused by environmental or local issues (e.g., plumbing issues).
- Issues due to incorrect installation (e.g., machine requiring levelling).
- Consumable Parts: No guarantee is offered for consumable parts such as bulbs, filters, washing machine drum paddles, or door seals.
- Glass Components: No guarantee is offered for glass components unless there is clear evidence of a defect or improper fitting.
Reporting Issues
- Notification: You must report any issue to a member of our staff directly and allow our engineers access to inspect the appliance within 5 working days from the day the issue was found or occurred.
- Scheduling: If we cannot offer you an appointment within 5 working days, you must allow access within 5 working days of the first appointment date we offer you.
- Appointment Compliance: If our engineer arrives during the appointment time and cannot gain access, a diagnosis charge will be payable. Failure to pay this charge will void your warranty on that repair.
Limitations
- Non-Transferable: The guarantee is provided on the specific appliance repaired, in the exact property it was repaired in. It is not transferable to any other person or property.
- Usage Deductions: If the fitted part fails and we are unable to replace it or the appliance is beyond repair due to the original part failure, we may deduct an amount from any recompense relative to the amount of usage obtained after the repair.
- Example: If 30 days have passed since repair, we may deduct up to 1/3 of the refund cost to reflect usage.
- No Cash Refund Alternative: Please note that there is no cash refund alternative option; this is a repair-only guarantee.
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.
- Communication: Where possible, we will contact you by phone or text message as soon as we know the engineer is unlikely to be with you during the agreed appointment time.
- Rescheduling: We will provide a new estimated time and allow you the choice of accepting the new time or rescheduling the appointment to a more suitable time.
- Limitation of Liability: We cannot be held liable for any loss of earnings or other costs you may incur due to us not meeting the arranged appointment time or for any other reason.
15. Workshop Repairs
If an appliance has been picked up for repair by us or dropped off at our workshop:
- Approval Period: We will allow a period of 14 days after notifying you of the cost to repair for you to decide whether or not to proceed.
- Unclaimed Appliances:
- If you choose not to proceed and wish to retrieve the appliance, you must notify us and make payment of any monies outstanding.
- If you fail to arrange an appointment or return our calls, we will attempt to contact you three more times.
- After 30 days from our last contact attempt, we will assume the appliance has been abandoned and will dispose of it without further notice.
- Liability: We are not responsible for any loss incurred due to disposal where you have failed to arrange return.
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
- As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.
How to Contact Us
Response Time
- We aim to respond within 10 business days of receiving your complaint and, where possible, will provide you with a date to remedy any issues raised.
Dispute Resolution (Samsung Appliances Only)
- If we are unable to resolve your complaint relating to a Samsung product using our own complaints procedure, you may refer your complaint to the Dispute Resolution Ombudsman. Please contact Which? Trusted Traders in the first instance on 02922 670 040.
17. Limitations of Fault Diagnosis and Part Replacement
While we use our best efforts and professional expertise to diagnose faults and recommend appropriate repairs:
- Complex Issues: Some issues, especially those involving complex components like printed circuit boards (PCBs), may not be definitively identified during our initial assessment.
- Manufacturer Expertise: Manufacturer agents may have access to specific knowledge or repair protocols unique to their experience with particular faults.
- Unresolved Issues: If a replacement part does not resolve the issue, further diagnosis or manufacturer involvement may be required.
- Limitation of Liability: We will not be held liable for any costs associated with additional repairs or diagnostic services provided by the manufacturer or another third party if our recommended part does not fully address the problem.
18. Parts
Van Stock and Ordering
- Our engineers carry extensive van stock, allowing them to complete many repairs on the first visit.
- If parts need to be ordered:
- You will be quoted for the parts.
- Approval and payment details are required before ordering.
- We aim for a turnaround of 2 working days for in-stock parts but advise allowing up to 5 working days.
- Delays may occur due to factors beyond our control; we will communicate any delays as soon as possible.
Sourcing Parts
- Supply Channels: We use a network of distributors and manufacturers to source parts. While we can source the vast majority of parts, there are occasions where we may be unable to obtain specific parts.
- No Guarantee of Availability: Advising that we cannot source a part does not mean it is unavailable elsewhere for you to purchase.
- Customer Options: If we are unable to source parts required to complete a repair, you may choose to source them yourself, understanding that warranties may be affected.
Backorders
- No Estimate of Delivery: If a part is on backorder without an estimated delivery date, we will keep you updated regularly.
- Special Orders: Items ordered as a "special order" are non-refundable under any circumstances, no matter how long they stay on backorder.
- Cancellation: If a non-"special order" part is on backorder for more than 3 months, we would normally cancel the item and provide a refund unless otherwise agreed.
Failed Parts
- In some cases, we may require that failed parts be removed to our workshop. This allows us to conduct training and potentially salvage components for future use.
Partial Repairs
- When we quote you for a part, it may be necessary to fit this part to determine if other parts are faulty. No refunds are provided for partial repairs if you later decide not to proceed with additional parts that are determined to be required.
Pre-Ordering Parts
- Customer Request: If you insist on us ordering a part before the initial visit, payment is due in advance.
- No Refunds: No payment will be refunded if the part does not complete the repair or if the part is not required.
- Recommendation: We advise allowing our engineer to inspect your appliance before any parts are ordered to ensure you are only paying for parts that are actually required.
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.