Terms and conditions for appliance repairs

Please read this before your appointment. These terms form your agreement with Home Appliances Repairs and apply to your service order. It is the customer's responsibility to read them before allowing our engineer to begin work. Letting the engineer begin work means you accept these terms.

All prices in these terms and on our prices page include VAT.

1. Appointments

All appointments are booked within a window of no more than four hours, at the earliest time convenient to you. An appointment to fit a part is not booked until the part has arrived.

2. Cancellations

An appointment may be cancelled free of charge up to 24 hours beforehand. A cancellation inside 24 hours may be charged at £54. If nobody is at the property at the agreed time, or the engineer cannot be let in, that counts as a cancellation inside 24 hours. Please call the office as soon as you know you cannot keep an appointment.

3. The diagnosis fee

The first thing we do is diagnose the appliance. The diagnosis fee depends on the appliance and is shown on our prices page. Once the fault is identified the diagnosis fee becomes payable, and we quote you for the repair. If the engineer has the part on the van and you agree, we repair it there and then. If a part has to be ordered, we order it and return to fit it. If the repair is not economical we will say so and set out the alternatives. If you decide not to proceed, you pay the diagnosis fee only.

4. More than one appliance

Each appliance is diagnosed and charged separately. We take £10 off the diagnosis of every appliance after the first at the same address on the same visit.

5. Access and testing

The appliance must be installed, emptied where possible, and reachable by the engineer. The engineer diagnoses the appliance on the basis of the fault you describe. Appliances are complex and a second, underlying fault is sometimes found after the first repair; where that happens the further diagnosis is free. If the engineer cannot reproduce the fault you have reported, the diagnosis fee is still payable.

6. Quotes

A quote is valid for 15 days. Paying for parts or labour confirms your agreement for us to carry out the repair at the price quoted.

7. Parts

Our engineers carry the most commonly replaced parts. Anything else is ordered within 24 hours of the first visit and usually arrives within one to five working days; special-order parts can take longer. We can only pass on the delivery estimates our suppliers give us. When the part arrives the office contacts you to book the fitting. We may keep parts and components that we have replaced.

8. Maintenance

Some faults are caused by a lack of routine maintenance, and some are cured by maintenance alone. Maintenance may be needed before or during a repair. It is not part of the repair labour and it is not refundable.

9. Payment

We accept cash, debit and credit cards, and bank transfer. Payment for the diagnosis is due when it has been carried out, and payment for the repair when the repair is complete. For work over £300 we ask for half in advance. Payment terms for account customers are agreed separately.

10. Late payment

Where an account falls 30 days overdue, a late payment charge of £20 per invoice may be applied. Unpaid accounts may be passed to a collections agent.

11. Completed repairs

When the repair is finished you will be asked to look at the appliance and test it. Signing the invoice, or paying in full, confirms that you have examined the work and are satisfied with it. Completed repairs are not refundable.

12. Refunds

Refunds are considered case by case and can take up to two weeks to process. Control boards and special-order parts cannot be refunded.

13. Guarantee

We guarantee our parts and our labour for 12 months from the date the part was fitted. If a fault returns within that period, call us on 020 8133 5453 and we will arrange a return visit. If an engineer attends under the guarantee and the reported fault cannot be reproduced, the engineer will test the appliance and take no further action; if this happens more than twice, a service charge may apply. The guarantee does not cover appliances that have been misused, neglected, moved or uninstalled, damaged by weather, or worked on by anyone else, and it does not apply where the original invoice has not been paid.

14. What we ask of you

Someone aged 18 or over must be at the property during the visit, a means of payment must be available, and the appliance must be accessible and, where possible, empty.

15. Discounts

We offer 10% off labour to customers aged 60 and over, and 10% off labour to disabled customers, on production of valid identification.

16. Parking and congestion charges

Any parking charge or congestion charge the engineer has to pay to reach your address is added to your invoice and shown separately.

17. Refusing service

We may decline to carry out work at the engineer's discretion — for example where the engineer cannot be given safe access, where there are health and safety concerns, where anyone at the property is abusive, threatening or under the influence of drink or drugs, or where payment for previous work has been refused.

Home Appliances Repairs is a trading name of 100SISI Limited, a company registered in England and Wales under company number 07806954, whose registered office is at 147A Lambourne Road, London IG11 9PZ. VAT registered. Telephone 020 8133 5453. Email hello@homeappliancesrepairs.co.uk.