TERMS & CONDITIONS
This is just a few provisos dealing with everything from the call out charge to pest control.
Don't worry, the engineer is looking to give you an efficient and quick repair so your machine is back up and running in no time.
So the engineer can make that happen, the engineer requests a few terms be adhered.
Standard call out charge is £75* (Price as of 01/01/2025)
Standard call out charge on integrated appliances is £95* (Price as of 01/01/2025)
This is variable dependent on location, appliance and work required.
(location calculated at 10 miles from SY18 6DG)
(Multiple appliances are charged at Standard rate extra per appliance)
For Appliances not repairable see B.E.R**
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**Any discounts do NOT apply to Beyond Economical Repair (B.E.R) Appliances.
1- INCLUDED IN YOUR STANDARD CALL OUT
Your Call Out includes diagnosis of the appliance and a return visit to fit parts requested
(does not include parts cost, return may include surcharge for large / extensive repairs eg "tub and drum" or Integrated appliances.
2- WORKSHOP APPLIANCES
My charges for workshop repairs to smaller appliances (vacuum cleaners, Coffee Machines etc) are £25 labour plus the cost of any parts required.
If a special journey is made to collect or deliver the appliance an additional mileage charge will be made from SY18 6DG.
3- INSTALLATIONS
Each installation is to be discussed prior to any agreement, there are several factors to consider so customers are requested to contact us for further discussions.
Please note, the engineer is unable to offer disposal service for refrigeration appliances (the local council will collect for a fee).
Please note, the engineer is unable to offer an installation service for 'side by side' American style refrigeration.
4- PAYMENT METHODS
Preferred payment methods are Cash, Card and Bacs Transfer (Bank Transfer)
(please note that all invoices must be paid within 7 days of issue unless agreed otherwise, failure to pay will result in legal action and/or late fees being applied at minimum £5 per week interest for time elapsed)
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Please Note there is a 1.69% transaction fee on all card transactions.
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Whitegoodsguyco.uk is a sole-trading company and is NOT a V.A.T Registered Company.
5- THE CALL OUT
Due to the fuel, and time required to attend a job. the engineer does not offer a "free estimates" service, full terms and conditions regarding appliances that are not economically repairable (B.E.R) can be found below. Appliances that are found to have no fault ie "user error" will be charged at full call out rate.
"An Engineer takes years to learn how to do a job in minutes."
6- DAMAGES
You can rest assured that we have complete indemnity insurance with Admiral Business and can provide policy details in the unlikely event of damage or injury incurring as a result of accident or negligence. To mitigate any potential claims we make every effort to comply with safe practices of work and will conduct a prior inspection of the area which may include photographs for documentation. Should this be necessary it will be by agreement with you (the customer). The engineer does have the right to terminate the agreement of service if they feel that the damage identified is significant and the customer refuses to sign the appropriate damage waiver form. In this case the Customer will be liable for the full standard call out fee.
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In the event you (the customer) do not have the appliance out and in a position and easily accessible for repair by the engineer, the engineer will attempt to remove/ manoeuvre the appliance from its resting spot but only if required to do so. If the Engineer is unable to safely isolate electrical or water supply on unit, they hold the right to cancel the repair and/ or return when issue is resolved
This may require the customer to contact an Electrician, Joiner or Plumber.
The engineer is not required to remain on site until rectified.
Should the engineer be required to move the appliance, all care and appropriate apparatus will be used. In the event of damages, an assessment will be made as to the cause and if the event could have been avoided. The engineer does not accept liability for damages out of their control including but not limited too:
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Debris under the unit
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Any previous damage
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Previously damaged flooring
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Installation inappropriate for the appliance (eg integrated dishwasher on un-level/un-secured wood)
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Tiling cracked due to faults in tile when moving (eg large fridge freezer)
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Wooden cabinets splintering due to removal of wood screws post installation
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Water pipes that rupture when removing inlet source due to age/poor quality (ie plastic)
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Machines on raised platforms must be lowered prior to engineer visit
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​damage caused through infestation, vermin or misuse
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The Engineer will examine to the best of his/her ability the appliance and setting before manoeuvring, they may wish at this moment to take photos of the appliance and setting and if they discover any faults may request a digital waver be signed.
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We only supply the Goods and/or Services for domestic and private use. You agree not to use the Goods and/or Services for any commercial, business or re-sale purpose, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
We do not exclude or limit in any way our liability for: (i) death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; (ii) fraud or fraudulent misrepresentation; (iii) breach of the terms implied by section 12 of the Sale of Goods Act 1979 and by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession); (iv) breach of the terms implied by sections 13, 14 and 15 of the Sale of Goods Act 1979 and sections 3, 4 and 5 of the Supply of Goods and Services Act 1982 (description, satisfactory quality, fitness for purpose and samples); and (v) defective products under the Consumer Protection Act 1987.
7- ATTENDANCE
Once an appointment date has been booked please be aware that you are required to be available from 9 am to 5 pm on chosen date, the engineer will do their utmost to arrive on time, however due to the nature of a Field Service Engineer there are many factors could potentially intervene. The engineer will contact you to update and inform you of any variations.
Should the customer not be available and gives minimum 24 hour notice a new appointment will be scheduled as soon as possible. In the event the engineer visits and no customer is on site, the job will be cancelled and a new appointment will be made once the customer has been in contact. Please note the engineer reserves the right to charge for this missed appointment and/or take a deposit for future appointments.
Should the customer wish to grant entry to the property to the engineer when they are not in attendance, the customer maybe asked to sign a digital waver acknowledging that they have requested this and loss of items will not be the responsibility of the business (unless proven otherwise).
The engineers are friendly and approachable, we do request that they are left alone to conduct any diagnostics or repairs as the focus needs to be 100% on the job in hand... They are dealing with electric, water, excessive temperatures and mechanical parts!
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Please note that machinery can be dangerous even when disconnected, make sure that only the engineer is in the vicinity of the appliance during the repair. The engineers vision and focus is the appliance, customers are reminded that children and animals are their responsibility and engineers are not liable for injury caused to them during repair.
Residents under the age of eighteen (18) must be supervised by an appropriate parent or guardian, the Engineer will not enter the premises if they believe the individual to be under the age of 18 years old (ID maybe requested).
The engineers work area must be clear of obstruction, while an engineer may move items in order to get to an area they require, excessive mess will no be tolerated. The engineer may take photos as evidence of unsafe or obstructed work areas and as such the call out will be cancelled, full call out rates still apply.
While the engineer is in attendance smoking is prohibited in the work area. Smoking in the same room as the engineer is a violation of their work environment and this will result in the job being cancelled and customers being charged at standard rate for the call out.
This is our work area until complete and we reserve the right to a healthy environment
Wavers available on this website below.
8- PARTS PURCHASE
Out of warranty (OOW) contracts may require parts in order to be repaired. Customers will be given the option to purchase the part in advance of the return visit to complete the repair. The engineer will provide a quote for parts and labor within 24 hours of diagnosis.
If the customer wishes to continue with the repair full payment will need to be made in advance prior to the order of replacement part(s).
Please note that on occasion some providers may provide the wrong part, or parts can get damaged in transit. These parts will be replaced at the earliest convenience but sadly this is out of the engineers scope and can postpone appointments.
Parts Guarantee
The engineers source parts from trusted providers and guarantee all parts will be fit correctly. The parts are under a limited time guarantee given by the provider. As such often parts are only covered for up to 3 months (this can be confirmed on an individual bases with the provider) Were possible customers will be given the option of Original or Alternative Manufacturer parts, please note that these are often different prices and thus may vary in quality. The engineer will give their opinion at the time but cannot guarantee parts beyond manufacturer guideline. Please note the engineer will not fit second hand parts or parts sourced from an un-trusted provider
Please note that a breakdown of the machine in the future which shows similar symptoms covered by the initial repair may be due to another fault or a different component. The engineer will be able to determine if this is the case.
9- BEYOND ECONOMICAL REPAIR (B.E.R)***
O.O.W contracts can often be considered beyond economic repair (B.E.R) if this is determined within Ten (10) minutes of the visit, the customer will only be charged £60 (prices from Jan 01/01/2025) labour for the visit (excluding calls out with standard service area 20 miles). If the diagnosis is over 10 minutes, but the outcome is still beyond economical repair the call will be charged at full rate.
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*** All/ any discounts do NOT apply to Beyond Economical Repairs (B.E.R) charges.
10- REFRIGERATION
Unfortunately modern R600a gas Refrigeration systems are not as economical to repair as their predecessors and as such we no longer offer "re-gas" or "systems" services. In order to avoid charges please consider the age of the unit (over 7 years etc), also the temperature of the compressor at the back (this should be warm not hot) and if visible, any ice patterns that form inside of the unit. Advice will be given when possible but call outs will still be charged accordingly to confirm faults.
11- PEST CONTROL
Due to health and safety any situation involving vermin will be assessed by the attending Engineer. Should they feel that excessive damage has been caused to the appliance or have found excessive faecal matter, any further repairs will be cancelled. Above charges still apply, we hold the right to refuse return visit.
12- COMPLAINTS
In the unlikely event that there is any defect with the Services: (a) please contact us and tell us as soon as reasonably possible; and (b) please give us a reasonable opportunity to repair or fix any defect. You will not have to pay for us to repair or fix a defect with the Services provided under the terms of our agreement.
As a consumer, you have legal rights in relation to Services not carried out with reasonable skill and care, or if the materials we use are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in this agreement will affect these legal rights.
13- EVENTS OUTSIDE OUR CONTROL
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under this agreement that is caused by an Event Outside our Control. An Event Outside our Control means any act or event beyond our reasonable control.
If an Event Outside our Control takes place that affects the performance of our obligations under this agreement: (i) we will contact you as soon as reasonably possible to notify you; and (ii) our obligations under this agreement will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside our Control. Where the Event Outside our Control affects our delivery of Goods to you, we will arrange a new delivery date with you after the Event Outside our Control is over. Where the Event Outside our Control affects our performance of Services to you, we will restart the Services as soon as reasonably possible after the event outside our Control is over.
You may cancel the contract if an Event Outside our Control takes place and you no longer wish us to provide the Goods and/or Services.
14- RIGHT TO TERMINATE AGREEMENT
AGREEMENT TERMINATION BY YOU:
You are entitled to cancel this agreement. If you wish to cancel you must do so in writing (by email) to the address in the 'Contact Us' section within 24 hours of your booking. Your notice to cancel will have been taken to have been received as soon as you post or send it to us, or in the case of e-mail from the date it is sent to us. Please note that you will be required to pay for any goods or services we provide to you if you ask us to start work before the end of your cancellation period. If you cancel a booking and you have made any payment we will refund these amounts to you. If you cancel this agreement, with less than 24 hours’ notice (excluding Sundays or Bank Holidays) we reserve the right to charge a 50% admin fee. Cancellations notified with 24 working hours’ notice or more will receive a refund of 100% of the fee paid.​
15- GENERAL DATA PROTECTION REGULATIONS (GDPR)
We will use the personal information you provide to us to: (a) provide the Goods and/or Services; (b) process your payment for such Goods and/or Services; and (c) inform you about similar products or services that we provide, but you may stop receiving these at any time by contacting us (d) testimonial purposes.
You agree that we may pass your personal information to credit reference agencies and that they may keep a record of any search that they do.
We will not give your personal data to any other third party.