Terms and Conditions of Service
These Terms and Conditions apply to all services provided by Appliance Repairs Direct Ltd (“the Company”, “we”, “us”, “our”) to the customer (“you”, “your”).
By booking an appointment or requesting a service, you agree to these Terms and Conditions.
1. Booking and Appointments
1.1 By booking a service visit you agree to these Terms and Conditions.
1.2 Customers must provide accurate information regarding the appliance and reported fault.
1.3 Appointment times are provided as estimated time windows where possible.
2. Cancellations and Missed Appointments
2.1 At least 24 hours’ notice is required to cancel or rearrange an appointment.
2.2 Missed appointments or late cancellations may result in a charge.
3. Access to the Appliance
3.1 Customers must ensure the appliance is accessible at the time of the appointment.
3.2 Where appliances are obstructed or inaccessible, the engineer may be unable to carry out the repair and the call-out fee may still apply.
4. Integrated or Built-In Appliances
4.1 Where appliances are integrated into kitchen units or fitted behind cabinetry, additional labour may be required for removal and reinstallation.
4.2 Appliance Repairs Direct Ltd cannot be held responsible for damage to cabinets, worktops, flooring, or surrounding fixtures where removal is necessary to access the appliance.
5. Parking and Access Charges
5.1 Customers should provide suitable parking where possible.
5.2 Any parking fees, permits, tolls, or congestion charges incurred may be added to the invoice.
6. Quotations and Estimates
6.1 Any quote given prior to inspection is an estimate based on the information provided.
6.2 A final price will be confirmed once the appliance has been inspected and diagnosed.
6.3 Any additional labour or parts required will be discussed and approved before work continues.
7. Call-Out and Diagnostic Fee
7.1 A diagnostic or call-out fee applies to all visits.
7.2 This fee covers the engineer’s time to inspect and diagnose the appliance fault.
7.3 The diagnostic fee remains payable even if the customer chooses not to proceed with the repair.
8. Labour Charges
8.1 Labour charges apply for any repair work carried out.
8.2 Labour costs will be confirmed before the repair begins.
8.3 Additional labour may be required if further faults are discovered during repair.
9. Parts
9.1 Replacement parts are charged separately from labour.
9.2 Parts supplied may be genuine manufacturer parts or high-quality compatible parts.
9.3 Special order parts may require payment in advance.
9.4 Parts ordered specifically for a repair may not be refundable if the customer cancels after the order has been placed.
10. Return Visits for Parts
10.1 If replacement parts are required, a return visit will be arranged once the parts have been received.
10.2 If the repair is cancelled after parts have been ordered, the cost of those parts may still be payable.
11. Payment Terms
11.1 Payment is due immediately upon completion of the repair unless otherwise agreed in writing.
11.2 We accept payment by card, bank transfer, or cash.
12. Ownership of Parts (Retention of Title)
12.1 All parts supplied and fitted by Appliance Repairs Direct Ltd remain the property of Appliance Repairs Direct Ltd until payment has been received in full.
12.2 If payment is not made, Appliance Repairs Direct Ltd reserves the right to remove or recover parts supplied and fitted.
12.3 The customer agrees to allow reasonable access for the recovery of unpaid parts where necessary.
13. Non-Payment and Debt Recovery
13.1 If payment is not received, Appliance Repairs Direct Ltd reserves the right to pursue recovery of the outstanding balance.
13.2 This may include referral to a debt collection agency or legal action through the courts.
13.3 Any reasonable costs incurred in recovering unpaid debts, including debt collection fees, court fees, enforcement agent (bailiff) fees, and administrative costs may be added to the outstanding balance where permitted by law.
14. Warranty on Repairs
14.1 Warranty applies only to the specific repair and parts fitted by Appliance Repairs Direct Ltd.
14.2 Parts are covered by the manufacturer’s warranty where applicable.
14.3 Labour warranty covers the repair work carried out by our engineer.
14.4 Warranty does not cover:
• Misuse or accidental damage
• Lack of maintenance (such as blocked filters or pumps)
• Unrelated faults
• General wear and tear
• Work carried out by another engineer after our repair
15. Appliance Age and Wear
15.1 Appliances may contain worn or ageing components.
15.2 Appliance Repairs Direct Ltd cannot guarantee the lifespan of an appliance following repair.
15.3 Additional faults may occur due to normal wear and tear.
16. Pre-Existing Faults
16.1 Appliance Repairs Direct Ltd cannot be held responsible for faults or damage that existed prior to the engineer’s visit.
16.2 Any additional faults discovered during inspection or repair will be reported to the customer.
17. Unrepairable Appliances
17.1 If an appliance is deemed beyond economical repair, the diagnostic fee remains payable.
17.2 Our engineer will advise honestly where replacement may be more cost-effective than repair.
18. Gas Appliances
18.1 Any work involving gas appliances will only be carried out by a Gas Safe registered engineer where required.
18.2 Appliance Repairs Direct Ltd reserves the right to refuse to work on appliances considered unsafe.
19. Limit of Liability
19.1 Appliance Repairs Direct Ltd shall not be liable for indirect or consequential losses.
19.2 This includes but is not limited to:
• Food spoilage
• Laundry damage
• Loss of appliance use
• Inconvenience caused
19.3 Nothing in these terms excludes liability for death or personal injury caused by negligence.
20. Data Protection
20.1 Customer information is stored securely and used only for service, warranty, and invoicing purposes.
20.2 We do not share personal data with third parties except where required to fulfil the service or comply with legal obligations.
21. Complaints
21.1 Any concerns regarding a repair must be reported within 7 days.
21.2 Appliance Repairs Direct Ltd will aim to investigate and resolve issues promptly.
22. Governing Law
22.1 These Terms and Conditions are governed by the laws of England and Wales.
23. Appliance Condition Disclaimer
23.1 Repairs are carried out on appliances as they are presented.
23.2 Appliance Repairs Direct Ltd cannot guarantee that additional pre-existing faults or hidden defects will not exist.
23.3 The customer accepts that aged appliances may have faults unrelated to the repair carried out.
24. Customer Responsibility for Appliance Use
24.1 The customer is responsible for following manufacturer guidelines and safety instructions for the appliance.
24.2 Failure to maintain the appliance correctly may void warranties or affect the repair outcome.
25. Damage During Repair Disclaimer
25.1 While every effort is made to carry out repairs safely, Appliance Repairs Direct Ltd cannot be held liable for accidental minor damage to surrounding fixtures, cabinetry, or surfaces caused during normal repair procedures.
25.2 Significant damage caused by negligence will be addressed and covered under our insurance.
26. Confirmation of Fault
26.1 By allowing the engineer access, the customer confirms the reported fault and authorises work to diagnose and repair it.
26.2 Any disputes that the appliance “worked before the engineer arrived” will not be accepted if the fault was documented during the inspection or diagnosed at the time of visit.
27. Repaired Appliance Handling
27.1 The appliance remains the responsibility of the customer once the repair is completed and payment is made.
27.2 Appliance Repairs Direct Ltd shall not be liable for misuse, accidents, or damage caused by third parties after repair.
E&OE Last updated 15th June 2026