Home termsandconditions
1. Charges and Payments
1.1. Fixed Charge Overview
The one-off fixed charge is a comprehensive fee covering the call-out, diagnostics, and labour services provided by our engineer. This charge is applicable regardless of the number of visits made, the duration spent on-site, or whether a repair is ultimately performed. This charge is based on the initial fault description you provide and will be levied whether or not a complete repair is carried out. The fee applies even if only one visit is necessary or if only diagnostics are performed.
1.2. Spare Parts Charges
Spare parts required for the repair will be charged separately from the fixed charge unless otherwise specified in writing. The cost of spare parts will be communicated and invoiced in addition to labour charges.
1.3. Availability of Spare Parts
We strive to repair domestic appliances swiftly. However, the availability of spare parts is contingent on factors such as the manufacturer, appliance type, model, and age. In particular, once a specific model is discontinued, manufacturers may limit the availability of replacement parts. We cannot guarantee the prompt availability of parts for older models, and delays may occur depending on the sourcing of these parts.
1.4. Payment Terms and Process
A deposit is required prior to the first visit by the engineer, and the balance is due on the same day via Cash or Debit/Credit Card (excluding American Express). Payment for any parts that must be ordered is required upon the return visit or before the order is placed if the part is a special order or of significant cost. In cases where parts are paid for but later determined unnecessary, a refund will be issued within 14 working days of the confirmation that they are not required.
1.5. Scheduling, Ordering, and Delivery of Parts
Our engineer will attend your property on the agreed date and time to carry out diagnostics and, if possible, repair the appliance. If any required parts are unavailable at the time of the visit, they will usually be ordered within 1-2 working days. The parts will typically be delivered to us within 2 working days of placing the order. However, if parts are not in stock, delivery may take longer (typically 3-10 working days). If parts must be sourced from overseas or hard-to-find manufacturers, this may cause further delays. Once the parts are available, we will contact you to arrange a follow-up appointment to complete the repair.
1.6. Rescheduling Appointments and Engineer Availability
While we strive to adhere to agreed appointment dates and times, occasionally unforeseen circumstances may prevent us from attending. Should this occur, we will notify you promptly and offer a rescheduled date and time. If a third-party engineer from the SOS Repairs Network is assigned to your repair, they may contact you directly to confirm the appointment.
1.7. Repairing Domestic Appliances in Commercial Premises
Although we do not service commercial appliances, we are able to repair domestic appliances located in commercial premises. However, please note that repairs to domestic appliances used in commercial settings are not covered under our standard repair guarantee.
1.8. Liability for Incidental Losses
We are not liable for any incidental or consequential losses you may suffer as a result of your appliance malfunctioning before, during, or after the provision of our services. This includes, but is not limited to, losses such as spoiled food or additional laundry expenses.
1.9. Charges for Multiple Appliances
If you require repairs on more than one appliance during the same visit, each appliance will be charged at the standard repair rate. Discounts for multiple repairs are not available unless specifically agreed in writing.
1.10. Parking Arrangements
Free parking or a valid parking permit must be provided for the attending engineer. If parking is not available, you will be charged for any parking costs incurred, including any fines issued during the visit. These charges will be added to your final invoice. If unsure, please contact us for more details regarding parking charges.
1.11. Multiple Engineers Requirement
Certain repairs may require the assistance of more than one engineer, particularly when dealing with stacked appliances (e.g., tumble dryers on top of washing machines). In such cases, additional charges will apply. We will provide you with a clear breakdown of these costs before commencing the repair.
1.12. Customer-Sourced Spare Parts
We reserve the right to refuse to install any spare parts that are not sourced through SOS Repairs or its authorised representatives, as we cannot ensure their safety, suitability, or authenticity. If we agree to install such parts, the repair will not be covered by any warranty, and additional charges may apply if the part is found to be faulty or incorrect.
1.13. Consumable Materials
A fixed charge of £3.50 will be applied for consumable materials such as adhesives, screws, cable ties, and similar items required for the repair. This charge may be adjusted based on the quantity and type of consumables used. The final charge for consumable materials will be communicated to you, and this fee is non-negotiable. It will be automatically included in your total service cost.
2. The SOS Repairs Network
2.1. Third-Party Engineers
In some cases, a fully vetted engineer from the SOS Repairs Network may attend your repair instead of an SOS Repairs engineer. Regardless of who attends, this will not affect the labour charges or any of the terms and conditions outlined in this document. The Network Engineer is responsible for guaranteeing the quality of the repair and addressing any damage caused through negligence.
3. Issues That May Arise During Your Repair
3.1. Faults Due to Misuse or Incorrect Information
If, upon inspection, the fault is found to be caused by misuse, neglect, improper installation, or if the appliance type or fault differs from what was described at the time of booking, we reserve the right to charge the full labour rate.
3.2. Unobtainable Spare Parts
If we are unable to obtain the necessary spare parts to complete the repair, you will still be charged for the labour provided. In such cases, you will be informed about the unavailability of parts as soon as possible.
3.3. Inaccessible Appliances
Certain repairs require that the appliance is fully accessible. For instance, the appliance may need to be moved from under a countertop or out of a confined space without damaging the surrounding area. If access is not available and the appliance cannot be moved safely, we reserve the right to abort the repair and charge the full labour rate.
3.4. Health and Safety Concerns
You must provide safe and sufficient access for the repair and installation of parts. While we will take reasonable steps to avoid damage to your property (such as flooring and adjacent fittings), we are not liable for any such damage unless it is conclusively proven to be the result of gross negligence on our part. Any damages must be reported within 48 hours of the visit.
3.5. Obsolete or Uneconomical Repairs
If your appliance is deemed uneconomical to repair or parts are obsolete, you will still be charged the labour rate. Any parts fitted during the repair will be removed, and the cost of those parts will be refunded or not charged.
3.6. Pest Infestations
If rodents or insects are present in your property during the repair, our engineers are instructed to leave immediately due to health and safety risks. The repair will be aborted, and you will be charged the full labour rate. Repairs can be rescheduled once the property is confirmed to be free from infestation.
3.7. Unhygienic or Unsafe Working Conditions
If the environment is excessively dirty or poses health and safety risks, we reserve the right to abort the repair and charge the full labour rate. The appointment can be rescheduled once the area has been suitably cleaned and deemed safe for the engineer to work.
3.8. Incorrect Appliance Type or Size
If the appliance differs from what was reported to us (e.g., a 60cm fridge instead of an American-style fridge), we reserve the right to amend the labour charges accordingly. This adjustment will reflect the complexity and additional time required for the repair.
3.9. Non-Refundable Special Order Parts
Special order parts are non-refundable once the order has been placed. It is your responsibility to confirm that these parts are necessary for the repair before they are ordered. If the repair is cancelled after the parts have been purchased, the cost of these parts will still be charged in full.
3.10. Subsequent Faults After Part Replacement
In some cases, new faults may become apparent after an initial part replacement (e.g., after replacing a PCB or control device). If a new fault is identified, additional parts and labour will be quoted and charged separately. Parts that have been fitted are non-returnable and non-refundable unless proven faulty.
3.11. Non-Payment of Fees
In the event of non-payment, we reserve the right to engage third-party debt recovery agencies or initiate legal proceedings to recover the outstanding fees. In such cases, all costs, including an administration fee of £30 and any interest or charges levied by the debt recovery agents, will be added to the principal amount owed.
4. Cancellations
4.1. Right to Cancel
You have the legal right to cancel your contract within 14 days of making a booking by emailing bookings@sos-repairs.co.uk. This right is in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
4.2. Commencement of Work Before the 14-Day Cancellation Period
If you agree that work will commence before the 14-day cancellation period expires, and you subsequently decide to cancel, you will not be eligible for a refund unless cancellation is made by 5 pm the day before the scheduled appointment.
4.3. Cancellations After Work Has Started
If work has already commenced and you choose to cancel the appointment, you will still be charged the full labour rate.
5. Guarantee Period
5.1. Repair Guarantee Coverage
All repairs are guaranteed for a period of 6 months from the date of completion. This guarantee covers both labour and any parts fitted during the repair. The guarantee does not apply to unrelated faults, faults caused by misuse, or if the appliance has been tampered with or serviced by anyone other than an SOS Repairs engineer within the 6-month guarantee period.
6. Complaints
6.1. Complaints Procedure
We aim to provide excellent service, but if you have any concerns or complaints, you can reach us directly via email at bookings@sos-repairs.co.uk or by phone. All complaints will be dealt with in a timely and professional manner.
7. Website Usage
7.1. Copyright and Intellectual Property
All content on the SOS Repairs website is protected by copyright law and remains the intellectual property of Global Servicing. The SOS Repairs name and logo are registered trademarks, and any unauthorised use of these trademarks is strictly prohibited.
7.2. Permitted Use of Website Content
You are permitted to access, download, and print one copy of any webpage for personal, non-commercial use only. Any other use of the website content, including commercial use, alteration, or distribution, is strictly prohibited without prior written permission from SOS Repairs.
7.3. External Links Disclaimer
Our website may contain links to external websites, and we accept no responsibility or liability for the content, services, or privacy practices of these external sites. Access to external websites is at your own risk.
8. General Disclaimer
8.1. Accuracy of Information
While every effort has been made to ensure the accuracy of the information on our website, SOS Repairs makes no guarantees, expressed or implied, regarding the completeness or reliability of this information. We are not liable for any errors or omissions.
9. Amendments to Terms & Conditions
9.1. Right to Amend
SOS Repairs reserves the right to amend these terms and conditions at any time without notice. Any changes to these terms will take effect immediately upon posting on our website, and it is your responsibility to regularly review these terms.
10. Data Protection
10.1. Use of Personal Information
We are committed to protecting your personal data. SOS Repairs and its partners will use your information to provide the services requested, for administrative purposes, marketing, research, and to verify your identity. We comply with the Data Protection Act 2018.
10.2. Marketing Communications
From time to time, we may contact you with special offers or information regarding our services. You may opt out of marketing communications at any time by contacting us at bookings@sos-repairs.co.uk.
10.3. Access to Personal Data
You may request a copy of the personal data we hold about you. A fee of £10 may be charged for processing this request.