SERVICE SITE LTD – APPLIANCE REPAIR SERVICE

TERMS AND CONDITIONS

CONTENTS
Company Details & Communication
1. Introduction & Communication
2. Definitions

Callout/Labour Only Terms & Conditions
3. Callout/Labour Only Product Description
4. Our Contract With You
5. Quality Workmanship Guarantee
6. How We Carry Out Your Callout/Labour Only Service
7. Cancellation & Changes

Fixed Price Terms & Conditions
8. Fixed Price Repair Product Description
9. Our Contract With You
10. Quality Workmanship Guarantee
11. How We Carry Out Your Fixed Price Service
12. Cancellation & Changes

13. Delays due to factors outside our control

Privacy, Data & Complaints Handling
14. Your Personal Details
15. Governing Law
16. Complaints Handling

1. INTRODUCTION & COMMUNICATION

1.1. Who we are
We are Service Site Ltd, a company registered in England and Wales (Company number 11802272) and our registered office address is Kemp House 152-160 City Road, London, Greater London, EC1V 2NX.

1.2. How to contact Us
You can contact Service Site Ltd by using the following methods:
• Telephone: 020 3600 0933
• Email: support@servicesite.co.uk
• Post: Service Site Ltd, Kemp House 152-160 City Road, London, Greater London, EC1V 2NX.

1.3. Our opening hours
Our normal office hours are 9am to 5:30pm Monday to Friday and 9am to 2pm on Saturdays. We are not open on Bank Holidays or UK Public Holidays. Our office hours may change so for up to date details please see our website at http://www.servicesite.co.uk

1.4. How we may contact you
If we have to contact you in relation to this agreement, we will do so by telephone, email or by writing to you at the postal address(s) you have provided to us in your Service Request.

2. DEFINITIONS
Definitions of words and phrases used throughout these Terms & Conditions are as follows:

“Appliance” – Your Appliance(s) as described to Us in your Service Request.
“Contract Price” – The amount payable by You to Us as agreed with Us in advance, either verbally, electronically or in writing.
“Diagnosis” – Information about a fault with Your Appliance provided by Us via telephone, email or at the Site Address by one of Our engineers.
“We, Us, Our” – Service Site Ltd, a company registered in England and Wales under company number 11802272
“You and Your” The person named during the request for an Appliance repair, or anyone acting on their behalf.
“Working Day” – Monday to Friday excluding Bank Holidays & Public Holidays.
“Parts” – Any component(s) of the domestic appliance detailed in your request for an Appliance repair that needs replacement.
“Service Request” – A request made by You to Us, either verbally, in person or electronically, for the repair of a domestic appliance.

Callout/Labour Only Terms & Conditions

3. CALLOUT/LABOUR ONLY PRODUCT DESCRIPTION

Our callout and labour only product is suitable for customers that need a domestic appliance repaired, and would like to pay a fixed price for callout and labour, but deal with the cost of any parts separately.

4. OUR CONTRACT WITH YOU

4.1. How we will accept your Service Request
When we receive a Service Request by You, You will be charged the agreed Contract Price subject to these terms and conditions. You will receive confirmation of this Service Request via email, post or telephone, at which point a contract will come into existence between You and Us. We reserve the right to refuse a Service Request at our sole discretion.

4.2 Services included in your Appliance repair
Your Appliance repair includes:
• Callout and labour of up to 2 hours.
• The attempted repair of the fault described to Us via Your online application or over the phone.
• Testing of the Appliance, if the Appliance is repaired successfully.

4.3 Services not included in your callout/labour only repair

Your Callout/Labour Only Appliance repair does not include:
• Any parts required to fix Your Appliance.
• Repair of any appliance designed, or being used, for commercial or industrial purposes.
• Appliances installed or situated in mobile homes or boats.
• Repairs required as a result of negligence, misuse or poor installation.
• Repairs required as a result of Appliances being used outside of the Manufacturer’s guidelines.
• Repairs required as a result of Appliances being affected by flood damage.
• Repairs to any other Appliance not specified in the Service Request.
• Re-gassing of Appliances that make Use of R134 and/or R12 gas.
• Hobs with a glass or ceramic top
• Compensation for any loss that arises as a result of an Appliance failure. This includes, but is not limited to; food spoilage, clothing damage, flood damage or any other loss sustained, including loss of time.
• If the engineer cannot park, without incurring additional charges or penalties, within 500 meters of Your address.

If We, or Our engineers, determine that any of the above exclusions apply then we will cancel the repair and no refund will be due to You.


5. Quality Workmanship Guarantee
If the same fault with Your Appliance, as originally reported to us in your Service Request, occurs within six months, we will correct the issue for free. For clarification; we will provide a six month guarantee on our labour, and any parts used to carry out your original Appliance repair, for the single fault originally reported to us. If however a different fault to the one originally reported to us is found, we will charge you a callout & labour fee of £74 + VAT from the payment method on file. If we are able to repair the fault, we will offer to do so and you will be asked to make payment for any parts needed.

5.1. Our Quality Workmanship Guarantee does not apply if the same fault reoccurs due to;
• Damage caused to the Appliance outside of its normal operating parameters;
• Your Use of Your Appliance otherwise than in accordance with the user instructions;
• Any tampering with, or alteration of, the Appliance by anyone other than Us;
• A fault in any other Appliance,

6. How we carry out Your Appliance repair
We aim to provide an appointment time within 1 working hour of your booking, however this may take longer if We are exceptionally busy or if any of Our staff or engineers are absent or unavailable. Engineers are available between 9:00am and 5.30pm Monday to Friday excluding UK Public Holidays.

You must provide free parking for the engineer with good access to Your property and Our engineers must have unrestricted access to the Appliance. If your Appliance does not have unrestricted access We reserve the right to cancel the repair. If this is necessary You will not receive a refund.

If, after Diagnosis by Us or the engineer, We determine that part(s) are required We will contact You to collect payment for the parts. If you decline our offer to order the parts required we will close the job down and no refund will be issued. The part costs will include an administration fee charged by Us. The parts will normally be ordered within one Working Day from the date of diagnosing the problem at Your property. Parts will normally arrive within two Working Days if they are in stock. We will inform You of the progress in obtaining the required part(s) and arrange a suitable date with You to repair Your Appliance. Some parts may not be easily obtained due to the Appliance type, model or age and this may cause a delay in Your Appliance’s repair. If We are not able to arrange a suitable date with You, Your Appliance repair will expire after 30 days unless You are awaiting parts or an agreed date with Our engineer.

We will make every effort to carry out repairs with care, however we cannot be held responsible for any damage to the surroundings of integrated/built-in or tightly fitted appliances including, but not limited to; kitchen units, flooring or appliances.

7. Cancellation & Changes

7.1. Your right to cancel
You can cancel this contract up to fourteen (14) days after you receive confirmation from Us about your repair and receive a full refund – Your “cooling off” period.

Where We have started work before Your cooling off period has come to an end and You cancel during Your cooling off period, We will charge you our reasonable costs for:
• Our administration costs in arranging your Service Request.
• Repair work already carried out;
• Any work required to ensure safety of the site;
• Any parts that have been ordered as a result of your Service Request;
• Any parts that have been installed.

You may contact us at any time to end the contract but in some circumstances we may charge you certain sums for doing so, as described below.

7.2. You will receive a full refund if;
• You cancel and an initial appointment time has not been allocated to you;
• Our engineer cannot carry out an initial assessment of the Appliance within 7 Working Days.
• We or Our engineer needs to amend Your appointment date and a suitable alternative cannot be found;

7.3. We will charge you an administration fee of £24 + VAT if;
• You cancel after an appointment time has already been allocated to you by an engineer.
• You cancel before the initial visit, but after Our engineer has provided a diagnosis by telephone.
• You cancel after We or Our engineer have provided technical advice, assistance or expertise by telephone prior to the initial visit including, but not limited to, advice that you should replace the Appliance instead.

7.4. You will not receive a refund if:
• We send an engineer and there is no fault found with Your Appliance;
• You miss Your appointment and the engineer cannot gain access to the Appliance;
• If We reasonably believe that the health and/or safety of Our engineer cannot be guaranteed whilst on site. This includes, but is not limited to; risk of injury, death, disease or infection, evidence of pests or poor sanitation, appliance tampering or evidence suggesting an electrical or plumbing fault occurring outside of the Appliance.
• You, or anyone representing You, behaves in a threatening or abusive way towards Our employees, agents or engineers.
• You reject an offsite repair that may be required by Our engineer;
• A next Working Day appointment is cancelled by You;
• We have attended Your property in order to attempt to repair Your Appliance;
• You cancel Your Appliance repair after Our engineer has diagnosed the problem onsite.
• You cancel Your Appliance repair and the parts required have already been ordered or fitted.

All refunds will be processed via the original payment method. Alternatively, we will send a direct bank transfer to You within 5 – 10 Working Days of you providing the details upon our request.

7.5. Our rights to cancel the contract
We may refuse to provide a service or end the contract at any time if:
• You do not make any payment to Us when it is due;
• You do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to carry out the repair;
• You do not, within a reasonable time, give us access to your property to enable us to carry out the repair;
• You or anyone representing You behaves in a threatening or abusive way towards Our employees, agents or engineers.

7.6. Your rights to make changes
You must notify Us 2 Working Days before Your appointment if You change address.

7.7. Our rights to make changes
We can, at any time and after taking a fair and reasonable view, make changes to Your Appliance repair to take into account any changes (affecting Us or Your repair) in law, regulation, or the interpretation of law or regulation.

7.8. Delays due to factors outside our control
If We are prevented from providing services under this agreement as a result of an unusual or unforeseeable event or circumstance beyond Our reasonable control We shall not be in breach of this agreement. In such circumstances We shall be entitled to a reasonable extension of the time for performing Our obligations. Such events include, but are not limited to, war, threat of war, riot, civil disturbance or strife, terrorist activity (actual or threatened), industrial dispute, natural or nuclear disaster, fire, flood, major adverse weather conditions, Acts of God and failures of Our subcontractors to perform their obligations.

Fixed Price Terms & Conditions

8. FiXED PRICE REPAIR PRODUCT DESCRIPTION
Our Fixed Price Repair service is suitable for customers that need a domestic appliance repaired and want to know the costs of repair upfront when they book. We use data from thousands of successful repairs to calculate the average cost of parts per job, allowing us to provide a fixed price no matter what the fault is.

9. OUR CONTRACT WITH YOU

9.1. How we will accept your Service Request
When we receive a Service Request by You, You will be charged the agreed Contract Price subject to these terms and conditions. You will receive confirmation of this Service Request via email, post or telephone, at which point a contract will come into existence between You and Us. We reserve the right to refuse a Service Request at our sole discretion.

9.2 Services included in your Appliance repair
Your Appliance repair includes:
• Parts (if required) up to the value of £200
• Callout and labour of up to 2 hours.
• The attempted repair of the fault described to Us via Your online application or over the phone.
• Testing of the Appliance, if the Appliance is repaired successfully.

9.3 Services not included in your callout/labour only repair

Your Callout/Labour Only Appliance repair does not include:
• Repair of any appliance designed, or being used, for commercial or industrial purposes.
• Appliances installed or situated in mobile homes or boats.
• Repairs required as a result of negligence, misuse or poor installation.
• Repairs required as a result of Appliances being used outside of the Manufacturer’s guidelines.
• Repairs required as a result of Appliances being affected by flood damage.
• Repairs to any other Appliance not specified in the Service Request.
• Re-gassing of Appliances that make Use of R134 and/or R12 gas.
• Hobs with a glass or ceramic top
• Compensation for any loss that arises as a result of an Appliance failure. This includes, but is not limited to; food spoilage, clothing damage, flood damage or any other loss sustained, including loss of time.
• If the engineer cannot park, without incurring additional charges or penalties, within 500 meters of Your address.

If We, or Our engineers, determine that any of the above exclusions apply then we will cancel the repair and no refund will be due to You.

10. Quality Workmanship Guarantee
If the same fault with Your Appliance, as originally reported to us in your Service Request, occurs within six months, we will correct the issue for free. For clarification; we will provide a six month guarantee on our labour, and any parts used to carry out your original Appliance repair, for the single fault originally reported to us. If however a different fault to the one originally reported to us is found, we will charge you a callout & labour fee of £74 + VAT from the payment method on file. If we are able to repair the fault, we will offer to do so and you will be asked to make payment for any parts needed.

10.1. Our Quality Workmanship Guarantee does not apply if the same fault reoccurs due to;
• Damage caused to the Appliance outside of its normal operating parameters;
• Your Use of Your Appliance otherwise than in accordance with the user instructions;
• Any tampering with, or alteration of, the Appliance by anyone other than Us;
• A fault in any other Appliance,

11. How We Carry Out Your Fixed Price Service
We aim to provide an appointment time within 1 working hour of your booking, however this may take longer if We are exceptionally busy or if any of Our staff or engineers are absent or unavailable. Engineers are available between 9:00am and 5.30pm Monday to Friday excluding UK Public Holidays.

You must provide free parking for the engineer with good access to Your property and Our engineers must have unrestricted access to the Appliance. If your Appliance does not have unrestricted access We reserve the right to cancel the repair. If this is necessary You will not receive a refund.

If, after Diagnosis by Us or the engineer, We determine that part(s) are required We will contact You to advise of an estimated delivery date. The parts will normally be ordered within one Working Day from the date of diagnosing the problem at Your property. Parts will normally arrive within two Working Days if they are in stock. We will inform You of the progress in obtaining the required part(s) and arrange a suitable date with You to repair Your Appliance. Some parts may not be easily obtained due to the Appliance type, model or age and this may cause a delay in Your Appliance’s repair. If We are not able to arrange a suitable date with You, Your Appliance repair will expire after 30 days unless You are awaiting parts or an agreed date with Our engineer.

We will make every effort to carry out repairs with care, however we cannot be held responsible for any damage to the surroundings of integrated/built-in or tightly fitted appliances including, but not limited to; kitchen units, flooring or appliances.

12. Cancellation & Changes

12.1. Your rights to cancel the contract
You can cancel this contract up to fourteen (14) days after you receive confirmation from Us about your repair and receive a full refund – Your “cooling off” period.

Where We have started work before Your cooling off period has come to an end and You cancel during Your cooling off period, We will charge you our reasonable costs for:
• Our administration costs in arranging your Service Request.
• Repair work already carried out;
• Any work required to ensure safety of the site;
• Any parts that have been ordered as a result of your Service Request;
• Any parts that have been installed.

You may contact us at any time to end the contract but in some circumstances we may charge you certain sums for doing so, as described below.

12.2. You will receive a full refund if;
• You cancel and an initial appointment time has not been allocated to you;
• Our engineer cannot carry out an initial assessment of the Appliance within 7 Working Days.
• We or Our engineer needs to amend Your appointment date and a suitable alternative cannot be found;

12.3. We will charge you an administration fee of £24 + VAT if;
• You cancel after an appointment time has been allocated to you.
• You cancel after our engineer has provided a diagnosis over the telephone.
• You cancel after We or Our engineer have provided technical advice, assistance or expertise by telephone prior to the initial visit including, but not limited to, advice that you should replace the Appliance instead.

12.4. You will receive a partial refund at our discretion if:
• We send an engineer and there is no fault found with Your Appliance.
• Your Appliance is deemed Beyond Economical Repair by Us.
• The cost of parts required to repair your Appliance will exceed the limit of £200 and you do not wish to make any further payments.
• You cancel Your Appliance repair after Our engineer has diagnosed the problem either onsite or over the phone.
• You cancel Your Appliance repair and the parts required have already been ordered or fitted.

12.5 You will not receive a refund if:
• You miss Your appointment and the engineer cannot gain access to the Appliance;
• If We reasonably believe that the health and/or safety of Our engineer cannot be guaranteed whilst on site. This includes, but is not limited to; risk of injury, death, disease or infection, evidence of pests or poor sanitation, appliance tampering or evidence suggesting an electrical or plumbing fault occurring outside of the Appliance.
• You, or anyone representing You, behaves in a threatening or abusive way towards Our employees, agents or engineers.
• You reject an offsite repair that may be required by Our engineer;
• A next Working Day appointment is cancelled by You;

All refunds will be processed via the original payment method. Alternatively, we will send a direct bank transfer to You within 5 – 10 Working Days of you providing the details upon our request.

12.6. Our rights to cancel the contract
We may refuse to provide a service or end the contract at any time if:
• You do not make any payment to Us when it is due;
• You do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to carry out the repair;
• You do not, within a reasonable time, give us access to your property to enable us to carry out the repair;
• You or anyone representing You behaves in a threatening or abusive way towards Our employees, agents or engineers.

Your rights to make changes
You must notify Us 2 Working Days before Your appointment if You change address.

Our rights to make changes
We can, at any time and after taking a fair and reasonable view, make changes to Your Appliance repair to take into account any changes (affecting Us or Your repair) in law, regulation, or the interpretation of law or regulation.

13. Delays due to factors outside our control
If We are prevented from providing services under this agreement as a result of an unusual or unforeseeable event or circumstance beyond Our reasonable control We shall not be in breach of this agreement. In such circumstances We shall be entitled to a reasonable extension of the time for performing Our obligations. Such events include, but are not limited to, war, threat of war, riot, civil disturbance or strife, terrorist activity (actual or threatened), industrial dispute, natural or nuclear disaster, fire, flood, major adverse weather conditions, Acts of God and failures of Our subcontractors to perform their obligations.

14. Your personal data
We will Use, protect and store Your personal data in accordance with Our privacy policy and all applicable data protection regulations. Our privacy policy can be accessed via our website: http://www.servicesite.co.uk.

How we share your information
We will only share Your information with our partners, and any subcontractors acting on Our behalf, in order to enable the repair of Your Appliance or when required to do so by law.

Changing your details
You have the right to ask for a copy of the information We hold about You. If You find at any time that any of the information We hold about You is incorrect then You should promptly notify Us and We will correct the inaccuracy.

15. Governing law
This contract is governed by the laws of England and Wales.

16. Complaints handling
We are committed to providing You with the highest standard of service, but sometimes things can go wrong. If You feel that You did not receive the standard of service You expected please contact Us at Service Site Ltd, Kemp House 152-160 City Road, London, Greater London, EC1V 2NX or email support@servicesite.co.uk. We aim to resolve all customer complaints within 7 Working Days.