Terms and Conditions

APPLIANCETEK TERMS OF SERVICE

About Us

Welcome to ApplianceTEK London Limited.

We are a registered company operating in England and Wales under company number 14274340 trading under the brand of ApplianceTEK.

Our registered office address is located at 960 Capability Green, Luton, England, LU1 3PE.

If you have any inquiries regarding this document or any orders you've placed with us, please don't hesitate to get in touch. You can contact us by sending an email to office@appliancetek.co.uk.

Feel free to reach out to us with any questions or concerns, and we'll be more than happy to assist you.

As you engage in any purchase through our website or by telephone, we want to ensure you are fully informed about our Terms of Service. These terms are essential as they establish the rights and responsibilities of both parties involved. By contacting ApplianceTEK for a repair, it is understood that you have thoroughly read and comprehended these terms.

In order to proceed with an order, you must meet the requirement of being at least 18 years old and a resident of the UK.

Please be aware that we retain the right to amend these terms at any given time. However, the terms that will govern your order will be those in place at the time you submitted it to us.

We strongly advise you to preserve a copy of these terms, as well as any pertinent emails from us, for your own records. Please take note that our terms are provided exclusively in the English language.

If you have any inquiries or need further clarification, feel free to reach out to us.

Comprehensive Service Charge Coverage

The Service Charge is designed to provide you with a comprehensive initial diagnostic assessment of your appliance by our technicians. This all-inclusive fee covers the technician's callout and the time required for the complete diagnostic testing during their first visit. Our primary objective is to offer you a detailed report, along with a quotation for any necessary spare parts, and whenever possible, we strive to complete the repair during the initial visit.

PLEASE NOTE - WE OPERATE ON A REPAIR LIMIT OF OF £200+VAT (£240 including VAT) - any repairs over this limit we will endeavour to seek prior authorisation, where possible. Any appliance deemed to be repairable, after our engineer has taken into account it's age & condition, then we will proceed with the repair based on their opinion. Our aim is to leave you appliance in a working order and to complete our calls the the initial visit.

Remember, Our one-off fixed fee covers the service cost of the technician's diagnostic & labour. This is regardless of the time or number of visits required to fix the fault. Our service fee is on a single per-appliance basis. If there is more than one appliance that requires service at the works address, each appliance will be charged separately.

Parking & Congestion charges - other related parking costs.

Free parking must be made available to the technician at the time of the visit. If free parking has not been arranged by the client, the client may be charged for parking as paid by our technician. If the works address is located within the congestion charge area of London, the charge for entering the congestion area (as paid) will be added to the final invoice.

2 Man Job - Stacked appliances, appliances difficult to remove,

It is your responsibility to ensure the appliance(s) are accessible to our engineer, any additional work required to safely remove the appliance should be notified to us at the time of booking. We will not accept responsibility for appliance or damage in trying to remove it if you have failed to notify us of any situation where the apliance has been installed in a no standard manner. Examples are - built in appliances where the floor board under the appliance is not level. Appliances in cupboards, stacked one on top of another other, plumbing or power supply connections which has not been carried out or maintained correctly.

If the appliance requires more than one technician for accessibility purposes, an additional charge of £60.00+VAT (£72.00 including VAT) may be incurred for us to be able to send 2 technicians to the site.

Engagement of Affiliated Technicians.

We may at times instruct an technician that works with our network but does not directly work for ApplianceTEK London Limited to attend the site to conduct the service on our behalf. This will not affect the charges to the client or any of the terms and conditions listed.

Our Commitment to Quality Appliance Repair Services

At ApplianceTek London Limited, we take pride in providing top-notch domestic appliance repair services to our valued customers. We understand that appliance breakdowns can be inconvenient, and our goal is to ensure that your needs are met promptly and efficiently.

Our Network of Skilled Appliance Technicians

To offer our customers a wide-reaching service network, we collaborate with a network of skilled appliance technicians and subcontractors across various areas. This allows us to extend our coverage and respond to your appliance repair needs, even if you're located outside our primary service area.

Data Sharing and Privacy

Your trust in us is essential, and we want to assure you that we take data privacy seriously. When we engage with subcontractors or other technicians to address your appliance repair needs, we may need to share some of your information with them. Rest assured, this sharing is done with strict adherence to data protection regulations, including the General Data Protection Regulation (GDPR).

How We Protect Your Data

We only share the necessary information required to facilitate the repair process.
All subcontractors and technicians we work with are bound by confidentiality agreements and data protection standards.
Your personal information is securely transmitted and stored.
We oversee and regularly audit our subcontractors' data handling practices to ensure compliance with our strict privacy standards.

Your Consent Matters

Your privacy matters to us, and we will always seek your consent before sharing any personal data with our network of technicians. By ticking the terms and conditions, they accept this, thank you. You have the right to know how your data will be used and to withdraw your consent at any time.

Your Satisfaction is Our Priority

Our ultimate goal is to provide you with excellent appliance repair services while maintaining the highest standards of data protection. If you have any questions or concerns about how we handle your data when working with subcontractors or technicians, please don't hesitate to contact us.

Thank you for choosing ApplianceTek London Limited for your appliance repair needs. We look forward to serving you and ensuring your appliances are up and running smoothly.

Excluded Services

While the Service Charge is all-encompassing for the diagnostic testing and assessment, it does not include the cost of any spare parts required for the repair. We will, where requested, provide a separate, transparent quote for those parts. Additionally, any expenses associated with gaining access to your appliance or any requirements for making-good or redecorating are not covered by the Service Charge.

If the parts required are no longer available with the manufacturer, parts may not be obtainable to complete the repair; in such cases, the initial service charge diagnostic labour fee still applies.

Exclusions in our labour charge include drum changes, bearing changes, and re-gassing of refrigeration.

BER - Beyond Economical Repair.

Upon thorough assessment, if our technician determines that the appliance has sustained severe damage / that the expense required for repairs would outweigh the appliance(s) expected remaining functional lifespan, we will categorise it as "Beyond Economical Repair" or "BER."

In such cases, it would not be cost-effective for the client to proceed with repairing the appliance due to the prohibitive costs involved. Instead, we would typically advise the client to consider replacing the appliance with a new one, especially if the repair expenses greatly exceed the cost of acquiring a new, similar appliance.

The term "Beyond Economical Repair" (BER) is commonly used in various industries, including electronics, appliances, and automotive, to guide clients in making informed decisions regarding whether to repair or replace a damaged item. This classification ensures that clients are well-informed about the financial aspects and the reasoning behind the decision, allowing them to make a prudent choice about how to proceed.

In cases such as these, the initial call out for inspection & diagnosis will still be applicable. Our team will, however, will strive towards providing you with new appliance options where possible. If the client would still like to go forward with a repair despite our recommendations, they do so at their own risk. The repair will not be covered by The ApplianceTEK Assurance and any parts used in the process will not be refundable.

Payment and Terms

To initiate the service process, the Service Charge is payable at the time of booking or at our discretion, directly to the technician during their first visit to your location.

Regardless of whether you decide to proceed with the repair or not, the Service Charge remains applicable if the technician attends and diagnoses the fault leading to an additional repair and/or spare parts quotation. We do not offer complimentary callouts or estimates.

Accurate Pricing

We make every effort to ensure the accuracy of our pricing. However, should any discrepancy arise regarding the Service Charge quoted, we will promptly contact you using the provided contact details. You will be given the option to confirm your order at the correct Service Charge price or to cancel the order. In the event we are unable to reach you, we will consider the order cancelled.

Booking Process

Assumption of Familiarity

When you contact us via telephone, email, or online to inquire/book a repair, we will reasonably assume that you have reviewed and familiarised yourself with our terms and conditions.

Quotation for Labour/Service Charge

We will provide you with a quote for the Labour/Service Charge associated with an engineer visit based on the information provided by you.

Booking Form and Confirmation

In certain cases, we may require you to complete a booking form to proceed.

After entering your details into our booking form, we will verify the appliance type and location to confirm the applicable Labour/Service Charge for a technician’s visit.

Acceptance of Labour/Service Charge

Upon accepting the offered Labour/Service Charge, we will proceed to gather all necessary information required to finalise the booking of the technician's visit.

Accuracy of Information

It is essential to ensure that all information you provide to us, including address, appliance, and fault details, is accurate.

Inaccurate information may result in a charge for the technician's callout Service Charge or could lead to the decision not to proceed with the repair.

Service Charge and Cancellation

The Service Charge covers the cost associated with the engineer's callout and assessment.

If you decide to cancel the engineer visit after accepting the Labour/Service Charge, cancellation terms as outlined in our main Terms and Conditions will apply.

Privacy and Data Handling

We treat your personal information with care and in accordance with our Privacy Policy.

Changes and Modifications:

We reserve the right to modify these Terms at any time. Any changes will be communicated to you.

Booking and Confirmation

At the time of booking, we reserve the right to request that you pay the initial diagnostic labour fee before attendance. This fee is intended to cover the costs associated with the scheduled service or appointment.

The booking will be considered confirmed once the fee has been paid through our payment partner, in some instances, at our discretion, payment can be arranged to be collected by the technician on site at the time of initial visit via card or cash. In cases where payment is taken on site, a report of the observations will not be provided until payment has been made.

Payment Partner - SumUp

We use SumUp as our payment partner to process payments securely and efficiently. By making a payment through SumUp, you agree to their terms of use and privacy policy.

Cancellation Policy and Refunds

Payments made in advance are refundable under certain conditions.

To receive a refund for a cancellation, your cancellation request must be submitted in writing to office@appliancetek.co.uk before 8:00 AM (local time) on the day of the appointment.

Cancellation requests received after this deadline may not be eligible for a refund of the call out fee.

Refunds will be issued using the same payment method used for the original transaction.

For payments made in person, please be aware that Service Charges become payable as soon as the technician attends your property.

Liability and Changes

We reserve the right to modify or cancel appointments due to unforeseen circumstances, including but not limited to emergencies or service unavailability.

In the event that we need to cancel an appointment, you will be notified as soon as possible, and any advance payment made will be fully refunded unless another suitable appointment is agreed.

Responsibilities

You are responsible for providing accurate and up-to-date information during the booking process.

We are not responsible for any delays, disruptions, or damages caused by inaccurate information provided by you.

Acceptance of Terms:

By booking our service, you acknowledge and agree to these Terms of Service.

Please note that we retain the right to reject any order for any reason.

Appointment Process

Appointment Timing

We aim to offer same day / next day appointments, scheduled within 24 / 48 hours from the time of your initial booking.

While we strive to meet this target, there may be instances where we cannot fulfil this goal.

Timeliness and Delays

We will make every reasonable effort to perform repairs at the agreed time(s) and date(s).

If there are any delays before we can begin or resume repairs, we will promptly inform you.

We cannot be held responsible for losses resulting from delays caused by circumstances beyond our reasonable control, such as severe weather, accidents, unpredictable traffic delays, or restrictions imposed during pandemics and epidemics.

Arranging Access

It is the customer's responsibility to ensure that access to the property is arranged for the scheduled engineer visit.

If the engineer arrives and is unable to access the property, the applicable labour fee will still be charged.

Clear and Safe Working Area

The customer must ensure that the working area where the engineer will perform the service is clear, safe, and accessible.

Clear access to the appliance that requires service must be provided, ensuring the engineer can work efficiently and safely.

Appliance Accessibility

The customer should ensure that the appliance requiring service is easily reachable and accessible by the engineer.

Any obstructions or barriers that hinder the engineer's ability to reach the appliance should be removed prior to the visit.

Safety Precautions

The customer must prioritise safety by creating an environment in which the engineer can work without hazards or risks.

If the engineer identifies safety concerns in the working area, they may refuse to proceed with the service until the issues are addressed.

Communication

If there are specific instructions or requirements regarding property access or working area conditions, the customer must communicate these to us in advance.

Failure to Comply

Failure to arrange access, provide a clear working area, or ensure appliance accessibility may result in delays, additional charges, or the postponement of the engineer visit.

Liability

The customer assumes responsibility for any damages or issues that may arise due to inadequate access, unsafe working conditions, or obstruction of the appliance.

Spare Parts Process

When our technicians visit your premises to inspect your appliance, they conduct a thorough assessment to identify the necessary spare parts for the repair.

We have a network of technicians, each carrying commonly used spare parts. However, given the vast array of parts for various appliance types and makes/models, it is not feasible for our technicians to carry all components.

Therefore, there may be instances where parts need to be ordered for your repair. These parts are bespoke to your appliance and must be paid for before we place the order.

It is important to note that Ordered Parts are non-returnable and non-refundable, except in cases where they are faulty, and the guarantee covers them.

Parts Identification

We understand the importance of accurate spare parts identification to ensure seamless repairs. To obtain the correct spare part from our suppliers, we require comprehensive appliance data from the rating plate on your appliance. This includes the full model number, serial number, and any relevant factory/product codes. Without this information, we may face challenges identifying the required parts, which could prevent us from proceeding with the repair. In such cases, the Service Charge becomes non-refundable.

If this situation arises, we will promptly communicate with you, offering guidance to contact the manufacturer for warranty information that might include the necessary model and serial numbers. In the event you find this data from the manufacturer, kindly share it with us, and we will make every effort to locate the required parts. Nevertheless, if parts remain unidentified due to insufficient appliance model data, the Service Charge will remain payable, and no refund will be issued.

Ordering Parts

We strive to deliver the best service possible, and our engineers use spare parts sourced directly from appliance manufacturers or authorised third-party distributors.

If the required parts are readily available in stock with our trusted suppliers, we prioritise returning to complete your repair within 7 working days from the date of your payment for the part.

In cases where the necessary parts are temporarily out of stock with our suppliers, we will notify you about the expected delay time to source the required component.

Our communication regarding this matter will occur when we provide you with a detailed quotation for the spare part.

Even in such instances, our target is to return and accomplish your repair within 7 working days from the date we successfully obtain the part.

Should a spare part be necessary to rectify a fault or restore your appliance's functionality, any quotation provided for spare parts will be valid for 7 days from the date of issuance.

After this period, we may need to re-inspect your appliance before ordering the parts. In such cases, a further callout charge of £40.00+VAT (£48.00 including VAT) for the inspection will be applicable. This precautionary measure is taken to avoid continued usage of the appliance while waiting for spare part replacement, as this may potentially cause additional issues.

Additional Investigation

In certain situations, our engineers may need to conduct additional investigation, after identifying a faulty part and replacing it, they may discover the presence of another fault that requires attention.

Rest assured, the engineer will reasonably demonstrate to you that the original part was faulty and needed replacement. When possible, we will notify the client of the potential that further parts may be required to fix the issue so that the client is able to make a justified decision on whether to continue with the repair process. In such matters that the client wishes not to proceed, the service charge is still applicable.

Obsolete Parts

Obsolete or no longer available parts pose unique challenges. If a spare part is deemed obsolete by the manufacturer or our direct authorised suppliers, we will promptly inform you and provide an opportunity to source the parts independently from alternative resources, such as independent spare parts distributors.

If you successfully obtain the necessary obsolete part, we will return to fit it without any additional cost, but this particular repair will be excluded from The ApplianceTEK Assurance. In cases where you source your own parts for an item listed as obsolete, but the part does not fit, is incorrect, or damaged, an additional callout charge of £40.00+VAT (£48.00 including VAT) may be applied.

We pride ourselves on sourcing and supplying high-quality spare parts, ensuring their authenticity and reliability. As such, we cannot fit spare parts you have sourced yourself, except in circumstances where we have specifically notified you that the required part/s are obsolete or no longer available to us. We provide The ApplianceTEK Assurance, and it is crucial for us to ensure the origin and quality of all spare parts we use.

Declining Quote

In cases where you decide to decline our spare part quote and purchase and the part independently, any further repairs will not be included in the initial Service Charge.

A further charge of £40.00+VAT (£48.00 including VAT) may be applicable in cases where you ask us to fit the part purchased independently & this particular repair will be excluded from The ApplianceTEK Assurance Guarantee. If the part does not fit, is incorrect, or damaged; the additional fee will still be applicable.

No Repair, Ordering Parts

In some cases, a client may request spare parts to be ordered without the need of our technicians to attend. In cases such as this, we will work with the client to locate and identify the part required. We will assume the client has taken reasonable measures to understand what is required for their appliance before agreeing to purchase the parts from ApplianceTEK. Parts ordered in this way are non-refundable and are not covered by The ApplianceTEK Assurance.

Parts can be ordered to one of our pick-up locations or sent directly to the clients requested address.

Parts ordered to a pick-up location will be quality-checked and can be collected by the client. This must be collected within 30 days of notice of the parts arriving. Uncollected parts beyond this period will not be stored and are non-refundable.

Parts ordered to one of our locations can be quality checked and delivered by hand to the client for a handling fee of £30+VAT (£36 including VAT)

Parts ordered directly to the customer's address are non-refundable and will not be covered by guarantee if found faulty. This is a precaution, due to the potential of the part being tampered with or damaged by the client.

The ApplianceTEK Assurance (Guarantee)

To demonstrate our commitment to excellence we present the ApplianceTEK Assurance for our services.

Upon the completion of a repair/installation, you can be assured with The ApplianceTEK Assurance guarantee; a 6-month guarantee on labour, along with a 6-month guarantee on spare parts provided and installed by our technicians. This pledge is a testament to our unwavering confidence in the craftsmanship of our work and the quality of our parts.

With The ApplianceTEK Assurance in effect, you can be confident that throughout these specified periods, we fully stand by our repairs & installations.

It's crucial to acknowledge that The ApplianceTEK Assurance complements your legal rights under the Consumer Rights Act 2015 or any applicable laws. We advocate for complete transparency and encourage seeking independent advice on your rights from esteemed sources like Citizens Advice or Trading Standards.

While we take pride in the excellence of our repairs, we recognize that unforeseen circumstances may arise. Despite our best efforts, it is essential to understand that after identifying and rectifying a particular fault, we cannot guarantee immunity against new or unrelated issues that may emerge in the future.

At times, other components may display symptoms akin to those observed before the repair.

The ApplianceTEK Assurance is designed to ensure the precise completion of the repair. Should you find it necessary to request a return visit due to concerns about the repair's success, and if the issue is linked to our prior work, no additional charges will apply. We will diligently address the matter and resolve any issues.

However, if the return visit pertains to a newly developed or unrelated fault, there may be a service charge of £40.00+VAT (£48.00 including VAT). Additionally, in cases where the appliance is found to be functioning as specified during the revisit, a similar charge may be applicable.

For complete clarity, certain repairs fall outside the scope of The ApplianceTEK Assurance Guarantee. These include cases where blockages have been removed from the appliance or external pipework affecting water drainage, repairs to refrigeration units requiring a refrigerant recharge (e.g., re-gas or compressor replacement), and instances where spare parts were supplied by you instead of sourced from our trusted suppliers.

Furthermore, specific components are excluded from our gurantee: door parts, door seals, drive belts, cosmetic elements, drum paddles, drum bearings, bulbs, motor brushes, re-gassing, and others.

Exclusion for Refrigeration Re-gassing

Please be aware that The ApplianceTEK Assurance does not apply to any repair involving a system re-gas on a refrigeration product.

The ApplianceTEK Assurance does not extend to issues arising from normal wear and tear, improper usage, neglect, accidents, user errors, or lack of maintenance. It also excludes situations where you or a third party have carried out repairs or alterations to the appliance.

To avail the benefits of The ApplianceTEK Assurance, our technician must have the opportunity to inspect the appliance and, if necessary, rectify the issue. If an independent engineer intervenes prior to our inspection, we retain the right to withdraw the Assurance. In instances where we are at fault, ApplianceTEK will not be held liable for reimbursing any third-party service fees or refunding prior repair charges if we were not afforded the opportunity to inspect the appliance before the involvement of a third party.

With The ApplianceTEK Assurance, you can place your trust in the superiority of our repairs and our resolute commitment to your contentment. We consistently go the extra mile to furnish you with top-tier service, ensuring your appliance functions optimally for an extended duration. Discover the distinction with ApplianceTEK, your dependable ally in appliance repairs.

Prioritising Safety in All Conditions

At ApplianceTEK, safety is our paramount concern, and we are committed to working in a safe and secure environment. In situations where we believe that performing work in your home or any other location where the appliance is fitted poses health and safety risks, we will refrain from starting or continuing any work until the potential risks are addressed.

These risks may include the presence of hazardous chemicals, pest infestations, or situations involving verbal or physical abuse or harassment.

We believe in safeguarding our team and customers from any potential harm, and thus, if our engineer cannot proceed with the repair work due to dangerous or unsafe conditions, our Service Charge remains payable. However, be assured that we will not return to finish the work until the identified risk is mitigated and eliminated, ensuring a safe working environment for everyone involved.

Safety is of the utmost importance to us, and we appreciate your cooperation in maintaining a secure setting for our engineers to carry out their work efficiently and effectively. Should you have any concerns or questions about safety during our service visit, please do not hesitate to discuss them with us.

Reporting Damage and Changes to Appliance Positioning

Prompt communication is essential when it comes to reporting any damage concerns related to our services. We kindly request that any damage complaints be made directly to our engineer while they are still on-site, allowing us to address the issue immediately.

To ensure your satisfaction, we advise that you inspect the surrounding area as soon as the engineer completes their work. Regrettably, we cannot accept any damage claims reported after the engineer has left your premises.

Therefore, we request your cooperation in promptly raising any concerns while our engineer is on-site to ensure a fair and efficient resolution.

Events Beyond Our Control

We acknowledge that certain circumstances may arise that are beyond our reasonable control, and in such cases, we cannot be held liable for any failure to comply with these terms. These unforeseen circumstances may include events such as natural disasters, acts of God, war, terrorism, government actions, lor any other events that could not reasonably have been anticipated or prevented.

Your Information

Any personal information you provide to us will be handled in accordance with our Privacy Policy.

Amending Terms & Conditions

We reserve the right to change these terms and conditions at any time and without notice. By booking our services, you are accepting to be bound by the latest terms and conditions.