Terms & Conditions

Appliance Repair – Terms & Conditions

Introduction

These terms relate to a domestic or household appliance that needs repairing. Any reference to the word Appliance shall mean a domestic or household appliance (“Appliance”).

Please carefully read these terms and conditions as its set out key information about how we provide our Appliance repair service. By using our services, you are agreeing to be bound by these terms and conditions and for our services to be provided in accordance with the terms herein. You are also agreeing to our terms of use and privacy policies.

We do repair commercial appliances and we can also repair domestic appliances installed in commercial premises. Please contact us for further information. The Repair Options and prices mentioned below do not apply in such circumstances but otherwise these terms and conditions shall apply.

If you would like us to repair more than one Appliance, each Appliance will be charged separately in accordance with the Repair Option you choose as per above. Please contact us for further information.

Should your Appliance repair require the services of two or more engineers, additional charges will apply. You will still be charged for any engineer visit even where the engineer had to abort or rearrange a visit (including our administrative charge).

Please note that engineer call out charges and charges for parts will include an administration fee charged be us. This will be included in the price we give you. Our administration fee is not refundable under any circumstances.

Repair Options

There are three Repair Options to choose from regarding the repair of your Appliance:

Option 1 – Standard Repair

Option 2 – Advanced Repair

Option 3 – Ultimate Repair

Standard Repair

The Standard Repair option covers any Appliance irrespective of its value.

This option includes ONE engineer call out visit up to 1 hour, a diagnostic check and repair work being carried out. If the engineer call-out visit is more than one hour or if a further engineer visit is required, this will be subject to a separate charge. We will advise you of the cost.

Parts are NOT included, and you will be charged for this separately.

Advanced Repair

The Advanced Repair option covers any Appliance with a value under £500.00

This option includes an engineer call out and the retail value of parts up to £300.00 (including our administrative charges), a diagnostic check and repair work being carried out. Any additional costs for parts, labour or further engineer call outs above £300.00 will be subject to separate and additional charges. We will advise you of the cost.

Ultimate Repair

The Ultimate Repair option covers any Appliance with a value of £500.00 or above.

This option includes an engineer call out and the retail value of parts up to £300.00 (including our administrative charges), a diagnostic check and repair work being carried out. Any additional costs for parts, labour or further engineer call outs above £300.00 will be subject to separate and additional charges. We will advise you of the cost.

Sourcing Parts

We aim to repair most Appliances, but the manufacturer, Appliance type, make, model and age will determine whether we can promptly obtain replacement part(s) and when we can complete the repair. It should also be noted that once a specific Appliance is no longer made, the manufacturer will only stock replacement parts for a given period.

There are some manufacturers whose parts are not easily sourced, and, in some cases, these must be obtained from abroad which will result in a delay in completing the repair. As soon as a part has been delivered, we or our engineer will contact you to arrange an appointment date to carry out the repair.

If a part is not in stock, this can also cause a delay. We will contact you and let you know when we expect the part to be in stock and estimated delivery dates.

If we are unable to repair your Appliance due to parts being obsolete/unobtainable or the Appliance is beyond economical repair (as determined by us or our engineer), you will still be charged for any parts we have ordered, and any engineer call outs (including our administrative charges).

If, for whatever reason, we are unable to source a part we will inform you of this. In such instance we would not be able to repair your Appliance. However, you would still be charged for any other parts we have ordered, and any engineer call outs (including our administrative charge).

If the engineer attends your premises and finds that no fault or repair is needed to your Appliance, you will still be charged for any engineer call out and any parts ordered (including our administrative charge).

If during an engineer’s visit, it transpires that further part(s) are required or if the engineer does not have the required part, we or the engineer will usually order the required part(s) within 1-3 working days of the engineer’s visit, providing you have made prior payment to us for such part(s). You will still be charged and will not receive a refund for any engineer call out and any parts ordered (including our administrative charge). We or our engineer will contact you to arrange a new appointment date to complete the repair.

Goods supplied and delivered by us to you, or your premises, shall remain our property until they have been paid for in full.

We reserve the right to refuse to install any parts which have not been provided by us or our engineers. Please note that the Repair Guarantee and Parts Guarantee as mentioned further below shall also not apply to any parts which have not been provided by us. We (or our engineer) will not be responsible or liable for any direct or indirect damage, loss, fault, defect or harm suffered or incurred howsoever arising to the Appliance and/or any surrounding area, fixtures, fittings, items or otherwise in carrying out or in attempting to carry out a repair or otherwise.

Access to Appliance and Damage to Appliance/Surroundings

The focus of the repair will be based on the description of the fault you have described to us. If during the engineer call out, the fault is found to be as a result of misuse, neglect or poor installation or not in accordance with manufacturer’s guidelines or, the Appliance or the fault is not as described originally, we reserve the right to charge additionally for this depending on the nature of the actual fault and the Appliance. Therefore, any Appliance or fault details which differ from the ones used to obtain a quote online or over the phone may be subject to a further or additional charge. We or our engineer will advise you further of such cost.

It is your responsibility to provide safe access to the Premises and unrestricted and unhindered access to the Appliance so that the Appliance is fully accessible. If your Appliance cannot be easily or safely accessed to facilitate the repair, our engineer reserves the right to abort the repair. In such instance, you would still be charged for any engineer call out and any parts ordered (including our administrative charge). We (or our engineer) will not be responsible or liable for any direct or indirect damage, loss, fault, defect or harm suffered or incurred howsoever arising to the Appliance and/or any surrounding area, fixtures, fittings, items or otherwise in carrying out or in attempting to carry out a repair or otherwise.

Without prejudice to the above clause, if you do raise any issue of alleged damage or fault to our attention, it must first be proven that such alleged damage, fault, harm or loss was directly and solely caused by our engineer and this must be reported to us along with clear photos and evidence of the alleged damage, harm or loss within 24 hours of the engineer’s visit. Even where this can be shown, we will fully rely on and remind you of the above liability clause.

Payment and Refunds

We require prior payment before any engineer call outs are made to your premises. Payments for any parts that are to be ordered must be paid for before we can place the order.

You will not be entitled to any refund of any monies given for ordering any parts or where an engineer call out has been effected as mentioned above and further below (including any administrative charge by us).

Repair / Parts Guarantee

We will carry out a repair at no cost to you if the identical fault arises to the same Appliance within 12 months from the date of the repair being carried out. This covers ONE engineer call out and parts and includes our administrative charge (“Repair Guarantee”).

All parts ordered by us are guaranteed for 12 months from the date of purchase. If during this period, any defect arises to a part ordered by us, we will replace that part at no cost to you. This covers ONE engineer call out and parts and includes our administrative charge (“Parts Guarantee”).

The Repair Guarantee and Parts Guarantee shall not apply where our engineer deems that:

Your use of the Appliance was not in accordance with the manufacturer’s instructions or recommendations;

Wilful damage or neglect.

The Repair Guarantee and Parts Guarantee will also not apply if there is a subsequent unrelated breakdown / fault(s) to the Appliance and/or the Appliance or a part has been repaired, modified, altered, serviced, or has had other parts installed since our engineer’s last visit or if any work, fault or damage is directly or indirectly caused or procured to the Appliance by yourself or a third party or if the Appliance has been moved to another premises.

Our Post-Repair Warranty

Where we have completed a repair on an appliance, you have the option of purchasing a 12-month warranty, this will be subject to our post-repair warranty terms and conditions available. Our team will advise you on this further regarding costs and the benefits depending on the Appliance type.

Appointments and Cancellations

Our engineer will visit your premises on the agreed date and time. However, there may be instances where an engineer is not able to attend on the date and time agreed or we have to cancel your booking. Should this happen, we or our engineer will contact you to inform you and arrange a new date and time.

If you miss your appointment or are not available on the day of your appointment or if the engineer does not have safe access the premises or gain proper and safe access to the Appliance or we reasonably believe the health and/or safety of the engineer could be compromised and the repair is aborted, you will still be charged for the engineer call out, parts ordered and for any subsequent engineer call out (including our administrative charge).

Free parking or a valid permit to park must be provided to the engineer attending the premises. If this is not possible, additional charges for parking will be charged. If you are within the London congestion or ULEZ zones, you may incur additional charges to cover such costs.

If suitable parking is not available and our engineer aborts the repair, you will still be charged for the engineer call out, parts ordered and for any subsequent engineer call out (including our administrative charge).

You are expected to give as much notice as possible when cancelling an appointment. If you cancel on the day or the day before a repair was arranged for you, you will have to pay for the engineer call out that was due (including our administrative charge). You will also not receive any refund for any parts ordered.

We may refuse to provide a service or end the contract if:

You do not make any payment to us when it falls due;

You fail to provide us with information that is necessary for us to carry out the repair;

You fail to give us safe and proper access to your property or the Appliance to enable us to carry out the repair;

You or anyone at the premises behaves in a threatening or abusive way to our employees or engineers.

In such instances you will not receive any refund on the engineer call out and you will be charged for any parts ordered or installed (including our administrative charge).

If we are prevented from providing any services or if there is a delay in ordering or receiving a part or if there is a delay in an engineer call out as a result of an event or circumstance beyond our reasonable control, we shall not be in breach of this agreement and will not be responsible or liable for any direct or indirect damage, fault, loss, defect or harm suffered or incurred howsoever arising.

Should the period of delay or non-performance continue for one month, you may terminate your Appliance repair and receive a full refund for services that have not been carried out by giving written notice to us. You will not receive any refund and you will be charged for any parts ordered or installed and/or any engineer call outs that have taken place (including our administrative charge).

A £15 cancellation fee applies to all bookings due to costs incurred within the first 24 hours of the booking being made, thereafter a £25 cancellation fee will apply prior to an engineer attending the property

However, where we have booked any work before your Cancellation Period ends and you cancel during or after the Cancellation Period, we will charge and you will be responsible to pay for (including our administrative charge):

Any work that has already been carried out including any engineer call out charges;

Any work that we need to action to ensure safety of the premises;

Any parts that have been ordered or installed.

Complaints/Contact

123Repair is a trading style of 123Repair Reg: 11983218. Reg. Address: 20-22 Wenlock, London, United Kingdom, N1 7GU.

If for whatever reason you are not satisfied with our service, please call us and we’ll always aim to resolve your issue as quickly as possible. If this is not possible then we would require all correspondence to be in writing. Please therefore email us at info@123repair.co.uk or write to us 123Repair 20-22 Wenlock, London, United Kingdom, N1 7GU.

We will aim to resolve all complaints as quickly as possible.

You can contact us at info@123repair.co.uk or using the above postal address.

Your details and data sharing

Your personal details will be used and stored in accordance with our privacy policy found on our website (123repair.co.uk).

We will share your information with our engineers, third party engineers, partners and connected companies (through common ownership) to enable us to fulfil our obligation to you and to enable the repair of your Appliance.

We will also share your information (which you or others have given to us) to provide you with any request service(s) and for administration (this could include recovery of any monies owing), marketing (by us or the companies we work with, including our connected companies), marketing research, regulatory reporting, customer surveys, analytics and testing purposes, and to check and verify your identity. We may also share your information with connected companies or third parties acting on our behalf.

We (including our connected companies or third parties we work with) may use your information to tell you about any offers, products or services which may be of interest to you.

You may be contacted by post, telephone, mobile, email and/or other electronic messaging services, unless you request us not to do so.

You can always opt-out by emailing us at info@123repair.co.uk or writing to us Data Protection Officer, 123Repair 20-22 Wenlock, London, United Kingdom, N1 7GU if you do not want to receive such communication.

General

All charges and costs will be subject to VAT.

We reserve the right to change these terms and conditions at any time and without notice. Any such changes will take effect when posted on the website and it is your responsibility to read these terms each time you place a booking. By placing a booking or using our service, you agree to be bound by these terms and conditions.

Due to the demands and needs of the business, we may sub-contract and/or appoint a third-party engineer to attend to your Appliance repair. We fully reserve such right without any prior notice to you. All engineers are fully vetted by us. This will not affect the labour charge as per the Repair Options set out above or any of the other terms and conditions including our repair guarantee.

If any provision of this Agreement shall be found by any court or administrative body of competent jurisdiction to be invalid or unenforceable, such invalidity or unenforceability shall not affect the other provisions of this Agreement which shall remain in full force and effect.

The 123Repair web site includes links to external web sites. These links are provided to help you find additional information quickly and easily. 123Repair accepts no responsibility for the content of these web sites.

Liability

We have done our best to ensure the accuracy and currency of the material contained in this web site but make no express or implied warranties or representations about any of the content of this web site. We accept no responsibility for any direct or indirect loss, harm, fault or damage which may arise from reliance on information or advice contained in our website and shall not be liable for any typographical or other errors or emissions within the material contained on our web site.

We will not be responsible or liable for any direct, indirect or consequential loss, harm, defect, fault or damage suffered or incurred by your use or not using or not being able to use your Appliance after requesting a repair service from us and/or there being any delay in the delivery of parts or an engineer carrying out or completing a repair or otherwise.

Governing Law

This agreement is governed in accordance with the law of England and Wales and the parties submit to the exclusive jurisdiction of the English Court.