Terms and Conditions

Definitions and interpretation

In these Terms and Conditions the following words have the meanings given:

Address” the address for delivery of the Products and/or Services as stated on the Booking Form and/or Purchase Order;

Booking Confirmation” means Repair Aid London’s formal acceptance of the Order and/or Booking Form;

Booking Form” is the Customer’s online Purchase order via the Website for the Services offered by Repair Aid London;

Business Day” means any day other than a Saturday, Sunday or a public or bank holiday in England, Wales, Scotland or Northern Ireland;

Contract” means a contract for the purchase by the Customer of Products or Services from Repair Aid London incorporating these terms and conditions and arising from the acceptance by Repair Aid London of an Order;

Customer” means the person, firm or company ordering Products or Services;

Default” shall mean any breach by either party of its obligations under a Contract, any default, act, omission, negligence or statement by either party, its employees, agents or sub-contractors arising out of or in connection with a Contract and in respect of which either party may be legally liable;

Diagnostic Service(s)” means the examining of broken appliance(s) with the aim of determining how to perform Repair of the appliance(s);

Order” means any written order for Products and/or Services, received by Repair Aid London from the Customer;

Price” means the price payable for the Products and/or Services as specified in the Booking Form or Purchase Order and payable in accordance with the terms of this Agreement;

Products” means any item listed for online sale and/or provided by Repair Aid London directly to the Customer or as sub-contractor of the Customer to end-users in conjunction with the supply of Services and Products;

Purchase Order” is the Customer’s purchase order for the Products offered by Repair Aid London;

Repair(s)” means the mending of broken appliance(s) with the aim of putting it back into working order;

Repair Aid London”; “Repair Aid”, “we” and “us” means Repair Aid London Ltd., a company incorporated in England and Wales (company reg.no. 08352485), and with registered address at 152-160 City Road, London EC1V 2NX or any such other business entity Repair Aid London appoint as sub-contractor to provide the Services to the Customer;

Repair Aid®” is a registered trademark of Repair Aid London Ltd;

Services” means any Repair or Diagnostic Service provided by Repair Aid London directly to the Customer or as sub-contractor of the Customer to end-users in conjunction with the supply of Services and Products;

Website” means the site on www.repairaid.co.uk.

Contract Formation

All Orders submitted by the Customer to Repair Aid London and accepted by Repair Aid London shall be subject to the following Terms and Conditions which shall form part of and govern any Contract. Usage of any service or receiving any estimate or quotation for any Products and/or Services by the Customer and issued by Repair Aid London – by phone or in writing including by email – shall be deemed acceptance of these terms and conditions.

All bookings of Services must be made via Repair Aid London’s Booking Form on the Website and/or over the telephone. The Customer is required to provide all the relevant information needed for the professional supply of the chosen service (make and model of the domestic appliance, brief but correct description of the problem, full address and contact details).

The Contract will only be formed when we send you the Booking Confirmation.

Your booking constitutes an offer to us to buy the Services and/or Products.  All bookings are subject to acceptance by us and will be confirmed over the telephone by a Repair Aid London employee typically within 3 hours upon booking completion. Any online bookings of Services submitted after 5pm will be confirmed over the telephone on the next working day. An online booking will be considered valid and chosen service will be provided only upon telephone confirmation by a Repair Aid London employee.

Date, time, location, price and method of payment for all Repairs and/or Diagnostic Services need to be agreed upon booking the chosen service.

Cancellations and re-scheduling

Any booking of Repairs and/or Diagnostic Services can be cancelled free of charge not later than 24 hours prior to the appointed time slot.

Cancellations with notification shorter than 24 hours will be accepted but subject to a £ 20.00 charge.

In case that a booking of Repairs and/or Diagnostic Services has been confirmed, and a Repair Aid London engineer is at the Customer’s address within the agreed time slot but no access to the premises is provided the Customer will be liable for a £ 20.00 Travel Expenses Fee.

The Repair Aid London engineer will make every effort to be at the previously agreed address within the booked time slot to provide the Services requested by the Customer. If by any unforeseen circumstances the engineer cannot be at the Customer’s premises within the time slot booked, the engineer or another Repair Aid London employee will contact the Customer on the contact telephone number(s) provided. In such case the Customer can

  • reschedule the visit for another available time slot on the same date; or
  • agree on another date and time; or
  • cancel the appointment free of charge.

Key Collection Service

Repair Aid London offer key collection services from your premises within 2 miles from the Address. A collection fee of £ 15.00 is charged for this service.

Access

The Customer shall provide safe and sufficient access for installation or removal of any appliance. Repair Aid London will take care to install or remove appliances without damage to flooring or adjacent fittings, but Repair Aid London cannot be liable for any such damage unless it was due to negligence. Repair Aid London will endeavour to notify the Client if we believe insufficient access is available and the Client may cancel the Contract if the Client does not wish to take the risk of damage to the surrounding area. Also, if the Customer’s appliance cannot be easily accessed to facilitate the Repair Repair Aid London reserves the right to abort the Repair. The Customer will in both such cases be liable for minimum a £ 20.00 Travel Expenses Fee.

Delivery of Products and Services

Repair Aid London is able to repair most domestic appliances. However, the manufacturer, appliance type, model and age will have a major influence on whether replacement part(s) can be obtained and ultimately whether the repair can be completed. When a specific appliance is no longer made the manufacturer will only stock replacement parts for a given period.

Once in the Customer’s premises the Repair Aid London engineer will provide the Diagnostic Services on the appliance covered by the Booking Confirmation and repair the appliance. Upon completion of the Repairs and/or Diagnostic Services the Customer must pay the Repair Aid London engineer the price confirmed in the Booking Confirmation.

In case that during the visit and/or delivery of the Repairs and/or Diagnostic Services the Repair Aid London engineer locates faulty part(s) that need(s) to be replaced:

  • and the part(s) can be replaced during the visit (available as part of the Repair Aid London engineer’s dedicated spare Products kit), upon price agreement and Customer’s approval the repair will be carried out immediately on-site. The Customer must agree to pay to the Repair Aid London engineer the Price of all agreed Diagnostic Services, Repairs and charges for part(s).
  • and the engineer is technically unable to repair the appliance (e.g., because the part needed is not available), the Customer must agree to pay to the Repair Aid London engineer the Price for the Diagnostic Services provided. Upon payment and Customer’s confirmation for the spare part Order the Repair Aid London engineer will send a report to Repair Aid London head office including a request for the spare part needed. Availability, price and delivery time will be confirmed with the Customer over the telephone by a Repair Aid London employee. If the Customer on this basis approves the details mentioned above the Order is placed. The part is tested in the Repair Aid London workshop upon delivery. A new suitable time and date for the Repair visit is agreed with the customer. Upon completion the appliance is tested and once confirmed that it operates normally the Customer agrees to pay the fixed labour as well as the charge for the spare part ordered.

If the Customer does not accept the Price for the Products offered by Repair Aid London the Customer can purchase the part from any other supplier and then agree on a time and date for a Repair service visit with Repair Aid London. Repair Aid London will carry out the Services and test the appliance upon completion. The Customer must agree to pay to the Repair Aid London engineer the previously agreed fixed labour charge amount.

In case that during the visit and/or delivery of the Repairs and/or Diagnostic Services the fault of the appliance is found to be as a result of misuse, neglect or poor installation or, the appliance type or fault is not as described originally Repair Aid London reserves the right to charge the Customer the full labour rate.

You pay only for the Diagnostic Services, if Repair Aid London is unable to obtain spare parts from our suppliers to conduct the Repair of the appliance, so that Repair Aid London is unable to Repair your appliance

If the Repair is deemed to be beyond economical repair and the Customer prefers to purchase a new appliance, a Repair Aid London Sales Representative will assist the Customer advising the Customer on the range of Products Repair Aid London offers for sale online.

All spare Products Orders are placed only upon Customer’s confirmation of the Price and quantity of Products. Once an Order is placed the Products are usually delivered to Repair Aid London head office within 2 Business Days. Special Orders for out of stock items are usually delivered within 2 weeks but for some items it can take up to 4 weeks.

Orders for Products from Repair Aid London’s e-commerce page can only be made over the telephone. The Customer has to fill in and submit the Purchase Order form. Product details will be confirmed over the telephone by a Repair Aid London employee within 2 hours upon placing an Order. Any online Order forms submitted after 17:00 h will be confirmed over the telephone on the next Business Day. For Product sales Repair Aid London accept cheque and card payments which need to be completed and all funds cleared into Repair Aid London bank’s account prior to delivering the appliance(s) to Customer’s premises.

Price

The Price for Products and/or Services stated in any Booking Confirmation or quote are that current at the time of Repair Aid London answering the Customer’s enquiry.

All quoted prices are exclusive of VAT, and VAT will be added to the Price if applicable. Cost of Products required to carry out a successful repair will be extra and are not included in the labour charge quoted. The duration of an on-site Repair / Diagnostic Service visit does not affect the labour charge applied. Repair Aid London labour charge is fixed for all Repairs / Diagnostic Services and is per appliance.

Should the appliance repair require the simultaneous services of two or more Repair Aid London engineers for, e.g., repairs to a tumble dryer which is stacked on top of a washing machine, a supplemental fee will apply in addition to any other charges.

Payment

Payment for Products and Services must be made by credit/debit card or cash before or upon the delivery of the Products and/or Services by Repair Aid London on the Repair Aid London engineer’s first visit to the Customer.

The Customer agrees that payment for Products and Services is non-refundable and Products or equipment fitted or supplied will be replaced only if found faulty and/or covered by the manufacturer’s warranty.

If a required part is a special Order or of a large cost Repair Aid London may ask the Customer to pay for the part before an Order for the required part is placed.

Repair Aid London may at its discretion offer credit terms to the Customer subject to the status of the Customer. Such credit terms shall be determined by Repair Aid London and confirmed in writing with the Customer.

Unless and until credit terms are granted, the Customer must pay for any Products or Services on a “cash upon completion” basis in which case the Customer should allow at least three (3) Business Days for the payment to be credited to Repair Aid London’s bank account. Repair Aid London reserves the right not to release any Products or provide any Services until all such payments are cleared and credited to Repair Aid London’s bank account.

Where credit terms are granted, and unless other terms are granted in writing, the Customer must pay no later than 30 days following the date of Repair Aid London’s invoice and Repair Aid London reserves the right to suspend any delivery of Products and/or Services where payment is delayed.

If any payments are overdue the Customer may be placed on credit hold and no further Products or Services will be delivered or made available to the Customer until all payments due to Repair Aid London under the Contract have been paid.

If payment is not received by the relevant due date Repair Aid London may:
(1) Charge the Customer interest on any overdue amount (on a daily basis) from the due date of payment to the date of actual payment (both dates inclusive) at the rate of 20 per cent per year.

All payments made by the Customer to Repair Aid London shall be in pound sterling in immediately available funds free and clear of any right of set off or counter claim or any withholding or deduction whatsoever.

The Customer agrees to make all payments due under the Contract irrespective of any dispute or claim the Customer may have with or against any third party.

Warranties

All Products and Services provided by Repair Aid London or a Local Contractor as defined below come with 12 months warranty starting from the date the Repair / Diagnostic Service is completed. The warranty is valid only for Products/part(s) fitted by Repair Aid London or a Local Contractor and Repairs / Diagnostic services undertaken by Repair Aid London or a Local Contractor.

Our guarantee does not cover:

  • Any subsequent unrelated faults / breakdown to the appliance.
  • Faults caused by accident, negligence, misuse (use not in accordance with manufacturers’ instructions).
  • Cosmetic damage, e.g., scratched door or cracked facia, etc.
  • Indirect loss, e.g., food loss, damage to property, loss of earnings, etc.
  • Repair services provided to appliances in commercial environments, e.g., offices, laundrette, etc.

It also becomes invalid if the appliance has been moved to an address other than the Address or within the Address or if the appliance has been repaired, serviced, or spare parts installed or purchased by/from anyone other than Repair Aid London or a repairer or Local Contractor acting on our behalf, since our last visit.

Repair Aid London, to the extent that it is permitted to do so, hereby assigns the benefit of any guarantee or warranty covering any defects in Products received by Repair Aid London under an agreement with the manufacturer or supplier of the relevant Product. The warranty service (if any) will in such cases be that provided by the manufacturer and any validation procedures relating to that warranty service are the responsibility of the Customer.

Repair Aid London may in its discretion offer support or maintenance services with respect to Products or Services.

The warranty of the manufacturer or supplier is in lieu of all other terms or conditions whether express or implied concerning the quality or fitness for purpose of Products and all such other terms and conditions are hereby excluded.

The Repair Aid London Network

A Repair Aid London engineer may not always attend your Repair. In an instance when this happens a local engineer (“Local Contractor”) of the Repair Aid London Network will attend and this will be specified in the Booking Confirmation. The Local Contractor is fully vetted by us. Regardless of who attends this will not affect the labour charge or any of the Terms and Conditions except that the Local Contractor is responsible instead of Repair Aid London for the warranties specified above.

Liability

Any damage of appliances or surrounding areas caused by Repair Aid London engineer or a Local Contractor must be reported to the Repair Aid London engineer or Local Contractor as defined below at the time of visit or within 24 hours to Repair Aid London.

Repair Aid London shall not be liable for any claims regarding the functioning of the equipment serviced, the Services or Products delivered and/or installed outside of the warranty period nor for any fault(s) caused by but not limited to Customer’s negligence, lack of knowledge or misuse of the appliance.

Repair Aid London shall not be liable for any claims regarding delayed deliveries of Products and/or parts or inability of a Repair Aid London supplier to provide part(s) ordered by the Customer.

Repair Aid London’s liability of any kind with respect to the Services, including any negligence or delay in delivery of the Services, or loss of equipment, shall be limited to the Price for the services.

Repair Aid London does not accept liability for any indirect losses which you may incur for whatever reason, and we specifically disclaim any responsibility for consequential damages and losses in connection to the malfunctioning of appliances before, during and after our visit; including but not limited to food loss and laundry costs.

The maximum aggregate liability of Repair Aid London to the Customer whether in contract, tort or otherwise for any direct loss or damage including to tangible property suffered by the Customer as a result of any Default of Repair Aid London shall be limited in aggregate to the lesser of £1000 or an amount equal to the sums paid by the Customer to Repair Aid London under the Contract during the preceding 12 months.

While Repair Aid London will make every effort to preserve the integrity of any equipment under repair, the Customer agrees not to hold Repair Aid London responsible for any accidental damages to the equipment in its possession including but not limited to surface scratches, deformations and cracks.

Repair Aid London accepts no responsibility for loss or damage which may arise from reliance on information or advice contained in the Website and shall not be liable for any typographical or other errors or emissions within the material contained in the Website.

The Website includes links to external web sites. These links are provided to help the Customer and Website users find additional information quickly and easily. Repair Aid London accepts no responsibility for the content of these links and external web sites.

Variations

Repair Aid London reserves the right to modify these terms and conditions at any time and without notice. Any such changes will take effect when posted on the Website and it will apply to all Services and Products provided by Repair Aid London.

Waiver

The waiver by either party of a breach or Default of any of the provisions of the Contract by either party shall not be construed as a waiver of any succeeding breach of the same or other provisions, nor shall any delay or omission on the part of either party to exercise or avail itself of any right, power or privilege that it has, or may have hereunder operates as a waiver of any breach or Default by either party.

Website Use and Content Provided

All content on this website, including without limitation, the text, scripts, graphics, photographs, sounds, music, videos, compilations, interactive features and the like, and derivative works thereof and the trademarks, service marks and logos contained therein, are owned by or licensed to Repair Aid London, and are subject to copyright and other intellectual property rights under applicable laws and international conventions. Such content on this website is provided to you AS IS for your information and personal use only without any representation or warranty of any kind either express or implied and may not be used, copied, reproduced, distributed, transmitted, broadcast, displayed, sold, licensed, or otherwise exploited for any other purposes whatsoever without the prior written consent of Repair Aid London and the respective owners of the content. Any documentation may include technical inaccuracies or typographical errors. Repair Aid London reserves all of its rights in and to this website and the content. You agree to not engage in the use, copying, or distribution of any of the content obtained through this website for any commercial purposes and/or any other purpose other than a purpose expressly permitted under these terms and conditions. Repair Aid London reserves the right to make changes and additions from time to time to any information and content contained on this website.

Data Protection

Repair Aid London is committed to safeguarding the privacy of our website visitors and Customers. Your Personal Data isn’t just protected by the quality, commitment and high standards of Repair Aid London, it’s also protected by law. The law states that we can only process your Personal Data when there is a genuine reason to do so and it must be one of the following:

  • To fulfil any contract that we have with you
  • We have a legal obligation
  • Where you have consented to the processing
  • When it is in our legitimate interest
  • When it is in the public interest
  • When it is in your vital interests

When we have a business or commercial reason to process your Personal Data this is referred to as a legitimate interest. Your Personal Data is still protected and we must not process it in a way that would be unfair to you or your interests.

If we do use legitimate interests as a reason to process your Personal Data we will tell you that we are doing so, what our legitimate interests are and provide you with a method to raise any questions or objections you may have. However, compelling grounds for processing such information may over-ride your right to object.

Whenever your data is kept by Repair Aid London we will ensure that it is appropriately protected and only used for acceptable purposes.

We will keep your data for the period that you are a customer of Repair Aid London. If you are no longer a customer of Repair Aid London, we will keep your data for the minimum length of time required to comply with the purposes set out in this policy and relevant legal or regulatory obligations. Your Personal Data may be kept longer if we cannot delete it for technical reasons.

The information and data about you which we may collect, use and process includes the following:

  • Information that you provide to us by filling in forms on the Website or any other information you submit to us via the Website or email; e.g., Booking Forms
  • Records of correspondence, whether via the Website, email, telephone or other means
  • Details of the transactions you carry out with us, whether via the Website, telephone or other means
  • Details of your visits to the Website including, but not limited to, traffic data, location data, weblogs and other communication data

Where it is reasonable for us to do so and not detrimental to your rights and freedoms, we also collect Personal Data from publicly available sources such as internet searches, Companies House, and broadcast media.

We may share your Personal Data with these other organisations:

  • Law enforcement agencies, regulators and other authorities
  • Credit reference agencies
  • Fraud prevention agencies
  • Identity verification agencies
  • Third parties you ask us (or permit us) to share your data with
  • Third parties necessary to provide products or services which you have requested

Depending on the products you choose to use we may need to share your Personal Data with the third parties that provide those services. Where your Personal Data are transferred outside of the European Economic Area (“EEA”), we require that appropriate safeguards are in place. We may also disclose personal information to other companies within associated or subsidiary companies and to business partners, or successors in title to our business.

We will only transfer your Personal Data outside of the EEA where:

  • You have given your explicit consent; or
  • It is necessary for us to set up or fulfil a contract you have entered into with us; or
  • To comply with a legal duty or obligation

We will assist you if you choose to exercise any of your rights over your Personal Data, including:

  • Withdrawing your previously granted consent; however, this will not invalidate any previously consented processing
  • Lodging a complaint with any relevant Data Protection Authority
  • Access to your Personal Data that we hold or process
  • Correction of any Personal Data that is incorrect or out of date
  • Erasure of any Personal Data that we process
  • Restrict processing of your Personal Data in certain circumstances
  • Asking us to provide you or another company you nominate with certain aspects of your Personal Data, often referred to as ‘the right to portability’
  • The ability to object to any processing data where we are doing it for our legitimate interests
  • The ability to contest a decision made entirely by automated processing, to express your point of view and to request that a human review the decision

Complaints, law and dispute resolution

If the Customer has complaints the Customer should always at first instance call Repair Aid London in order for us to try to resolve the Customer’s complaints as quickly as possible. Failing this the Customer should email us on office@repairaid.co.uk or write to us at Repair Aid London Ltd., 152-160 City Road, London EC1V 2NX.

The Contract shall be governed by, and construed in accordance with, English law and the parties submit to the exclusive jurisdiction of the English courts.

Last Updated: October 16, 2018

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