Terms and Conditions (Last updated: 25/06/2012)

This website is operated by RSL Enterprises Limited (trading as Repair Your Appliance), a private limited company registered in the UK under company registration number 4419470. The registered office for the company is 9 Decimus Park, Kingstanding Way, Tunbridge Wells, Kent TN2 3GP.

“Website” or “site” refers to any data stored on the domain or any subdomain of www.repairyourappliance.co.uk

“The Company”, “us” and “we” refer to RSL Enterprises Limited (trading as Repair Your Appliance)

“You” and “your” refer to any user of this website or any service provided by the Company

“Engineer” refers to an employee of the Company, acting on behalf of the Company

“Repair” refers to the attempt by an engineer to rectify a diagnosable fault

“Repair visit” refers to the attendance of an engineer to your property for the purpose of a repair

By accessing this website, you agree to be governed by these Terms and Conditions which relate to all activity between you and the Company including agreements for repair visits and the purchase of replacement spare parts. Should you not agree with any element of these Terms and Conditions, you should not continue to use this website or enter into any contract with the Company. We advise you to read and print a copy of these terms and conditions before accessing any other part of the site.

Charges

The Standard Repair Fee is £69, which is inclusive of VAT at the standard UK rate, which is currently 20%.

This is a single repair charge and relates to a single fault on an individual appliance.

If you require additional repairs in the same property, you must inform us prior to the engineer’s visit, as he will be unable to undertake additional repairs otherwise.

Repairs to additional appliances in the same property at the same time will be charged at a Discounted Repair Rate. The Discounted Repair Fee is a lower rate of £48 including VAT, per appliance. This Discounted Repair Fee is only applicable if a full Standard Repair Fee of £69 has been paid for the initial repair.

The £69 Standard Repair Fee and the £48 Discounted Repair Fee is for the labour element of your repair only and does not include the cost of any replacement parts or consumable items that may be necessary to complete the repair.

Your engineer will inform you of the parts that are required prior to completing the repair and provide you with an estimate of any additional charges. By agreeing to proceed with the repair, you are committing to paying the full amount due upon completion.

The Standard Repair Fee is available throughout our service area with the following postcode exceptions: E1, EC1, EC2, EC3, EC4, NW1. In these postcode areas a surcharge of £15 including VAT will be applied. This surcharge is necessary due to the additional costs of servicing this area of London, such as congestion charging, higher parking charges and in reflection of the additional travel time between jobs due to congested traffic in these areas. The postcodes where a surcharge will be applied may be subject to review and we reserve the right to add or delete postcode areas from the list from time to time.

If you decide not to progress with a full repair, please inform your engineer and you will instead be charged a Visit and Diagnostic Fee of £48 including VAT. If you have opted for a 'Saturday repair visit' or a 'before-10am repair visit', any surcharges relating to these options will still apply, as will surcharges applied to repairs within Central London postcodes.

Cancellations and unattended visits

You may cancel your repair visit at any time prior to the visit day without reason and you will not incur any charges.

If you wish to cancel your repair on the day of the repair visit, you will be required to pay a failed visit fee.

If you have booked a same-day repair visit and you cancel the repair before the engineer arrives, the failed visit fee will be waived.

If you are not at home to attend the engineer when he arrives on your appointed repair visit day, or you cannot be contacted, the appointment will be cancelled and a failed visit fee will be charged.

The amount payable for a failed visit fee is £36, including VAT.

On occasions, we may provide you with an estimated arrival time for the engineer’s repair visit. This should be treated as an estimate only and no liability will be accepted by the Company as a result of the engineer failing to arrive at this time.

Surcharges

A surcharge of £10 will be applied to a repair fee where a ‘before-10am’ repair visit has been requested.

If the engineer is required to return to your property for a subsequent repair visit to complete the repair, we will endeavour to provide a ‘before-10am’ repair visit, but will not apply any further surcharge.

A surcharge of £20 will be applied to a repair fee where a ‘Saturday’ repair visit has been requested.

A surcharge of £15 will be applied to the Standard Repair Fee where repairs are undertaken in the following postcode areas: E1, EC1, EC2, EC3, EC4, NW1.

Surcharge prices are inclusive of VAT.

If the engineer is required to return to your property for a subsequent repair visit to complete the repair, we will endeavour to provide a ‘Saturday’ repair visit, but will not apply any further surcharge.

It is usually necessary for our engineers to carry large tool bags and spare parts from their vehicle to your property and will need to park within a reasonable distance from your property. It is your responsibility to ensure that adequate parking provision is provided for our engineer’s vehicle. If you live in an area with restricted parking zones requiring either visitor permits or the purchase of parking tickets, please ensure that these are available prior to the engineer’s visit. If the engineer is unable to park within a reasonable distance of your property it will not be possible to attend and a failed visit fee of £36 including VAT will be applied.

Ownership of replacement parts

Any replacement parts fitted by our engineer remain the property of RSL Enterprises Limited until all charges associated with your repair have been paid by you to the Company.

In the event that payment is not received by the Company for a repair, we reserve the right to remove and reclaim any fitted parts from your appliance.

12-Month guarantee

All repairs undertaken by the Company are covered for a period of 12-months. Should the cause of the same fault return during the 12-month period, it will be deemed to be a continuation of the original repair visit and you will not be charged.

The 12-month guarantee relates exclusively to the repair undertaken by the Company and does not cover your appliance for additional or different faults.

If you suspect that the original fault has returned, you must inform our receptionist before booking the return repair visit. Only upon confirmation by our engineer after inspecting the appliance will the repair visit be deemed to be a continuation of the original repair.

If a continuation of the original repair visit is invoked and parts that had previously been replaced have failed, they will be replaced free of charge. If parts that had not previously been replaced are required, they will be chargeable to you.

You must retain your original repair visit receipt as evidence of the completed repair.

Repair Pledge

Same-day repair: If you call to book a repair visit, or make a booking online before 10am, we will endeavour to be with you on the very same day. This excludes weekends and bank holidays and may be unavailable during particularly busy periods.

Next-day repair: If you call to book a repair visit, or make a booking online on a standard weekday after 10am, we will endeavour to be with you the next working day.

Maximum repair-fee of £69, including VAT. Except in cases where a before 10am call or Saturday call have been requested, we will only ever charge you £69 including VAT as a labour fee for a repair to your appliance, even if it is necessary to return for subsequent visits to complete your repair. See the Charges section of the Terms and Conditions for more details.

There may be occasions where it is not viable for us to complete a repair. The decision on the viability of completing a repair may be made by you or the engineer. On these occasions, we will inform you that the repair is not viable and you will instead be charged a visit and diagnostic fee of £48 including VAT.

Limitations

The Repair Your Appliance repair service is offered to private individuals for the repair of domestic appliances that are being used in a manner that is consistent with their intended purpose.

The service is not available for the repair of commercial appliances or domestic appliances that are being used in commercial premises. This exclusion also applies to semi-commercial appliances produced by domestic appliance manufacturers (e.g. Whirlpool semi-commercial washing machines).

From time to time it may be necessary to refer your repair back to the manufacturer of your appliance. This may be due to restrictions on the use of proprietary software or parts by the manufacturer. On these occasions, you will incur no charge. We are unable to undertake repairs on the following brands for the above reasons: Admiral, Amana, Maytag, Miele.

If our engineer is unable to facilitate a repair due to the restrictions above not being observed, a failed visit fee will be charged of £36 including VAT.

The Repair Your Appliance repair service is currently available in a restricted area of the UK. Unfortunately we are currently unable to offer our repair service outside of the following postcode regions:

Damage

It is your responsibility to ensure that there is adequate protection to the floor and surfaces prior to our engineer’s visit. The repair of domestic appliances can often be a dirty and involved task and any claim arising from damage to property that is as a result of the neglect of adequate surface protection will not be accepted.

Should any damage to your property occur, you must inform our engineer before he leaves your property and details of the damage must be documented on his repair docket before you sign it.

Courts Jurisdiction

All bookings placed on this website or by telephone or email are contracts between you and RSL Enterprises Limited and are governed by English law and in any dispute you shall submit to the jurisdiction of the English courts.

Contacts and Company Information

If you have any comments regarding the content of our website, or any suggestions as to how we could improve our service, please feel free to contact us by email. Click here to send your comments to our Customer Care department.

For any repair visit booking queries:

Email the Service Reception or call 0843 20 80 610.

Any correspondence by post (please state the department that you wish the letter to be directed to):
Repair Your Appliance, 42 Robjohns Road, Chelmsford, Essex, CM1 3DP.

Copyright © 2013 RSL Enterprises Limited. All rights reserved.