Terms & Conditions

Please read these terms and conditions carefully and retain a copy of these terms for future reference.

Formation of the Contract

  • These terms apply to all services supplied by us, Home Appliance Care, a subsidiary of Glen Dimplex Home Appliances Limited ("GDHA", “we”, “us”). Registered office: Stoney Lane, Prescot, Merseyside, L35 2XW. Registered Number 2692306 (England and Wales), VAT No. 287 131 550.
  • No contract exists between you and us for the booking of any services until we have contacted you by telephone to take payment and confirm booking details.
  • The contract is subject to your right of cancellation (see below).
  • We may change these terms and conditions without notice to you in relation to future bookings.

Description & Price of Services

  • The description and price of the services you book will be as shown on our website at the time you make the booking.
  • The appointment dates are subject to availability. If on receipt of your booking enquiry, the selected date is not available, we will inform you by telephone as soon as possible, and offer an alternative appointment date.
  • Every effort is made to ensure that prices shown on our website are accurate at the time you make a booking enquiry. If an error is found, we will inform you as soon as possible and offer you the option of reconfirming the booking at the correct price or cancelling it.
  • In addition to the price quoted, an additional charge will be incurred in the following postcode areas: BR CR DA E EC EN HA IG KT N NW RM SE SM SW TW UB W WC WD
  • The price of the services are inclusive of VAT.

Payment

  • Payment for the services is required by credit/debit card only and most major cards are accepted. Payment is required at the point of telephone booking confirmation. A booking is not valid until payment has been taken.

Booking Details

  • All bookings made on the website are provisional and no contract exists between you and us for the booking of any services until we have contacted you by telephone to take payment and confirm booking details.
  • Upon receipt of a booking enquiry, we will contact you within 48 hours to confirm booking details and take payment. If we are unable to contact you before the chosen appointment date, we reserve the right to cancel the appointment and will inform you of the cancellation by email.
  • If the selected date is not available, we will inform you by telephone as soon as possible, and offer an alternative appointment date.
  • If you are unable to keep the appointment date, you must inform us as soon as possible prior to the engineer attending and we will offer an alternative appointment date.

Your Right of Cancellation

  • To exercise your right of cancellation, you must give written notice to us by email or telephone, at the email addresses or telephone numbers shown below (see paragraph 3), advising the job reference number and address details.
  • Once you have notified us that you are cancelling the contract subject to paragraph 1 above, we will refund or re-credit you within 30 days for any sum that has been paid by you or debited from your credit card for the service.
  • Cancellation and general contact details:

    For Gas Safety Checks:

    By e-mail: landlords@homeappliancecare.co.uk

    By telephone: 0844 248 4591*

    Opening times: Monday to Thursday 8:00am-6:00pm, Friday 8:00am-5:30pm , Saturday 8.30am-2pm, Sunday closed


    For Repairs and Installations:

    By e-mail: enquiries@homeappliancecare.co.uk

    By telephone: 0844 248 4591*

    Opening times: Monday to Thursday 8:00am-6:00pm, Friday 8:00am-5:30pm , Saturday 8.30am-2pm, Sunday closed


  • * Calls to this number will be charged at 10p per minute from BT landlines and charges from other providers and mobiles may vary

Warranty

  • All repairs carried out are warranted for a period of 3 months from the date of repair. This warranty does not affect your statutory rights as a consumer.
  • All services performed by us will be performed with all due skill and care. This warranty does not affect your statutory rights as a consumer.
  • The warranty contained in paragraph 1 does not apply to any defect in the appliance arising from fair wear and tear, wilful damage, accident, negligence by you or any third party, use otherwise than as recommended by the manufacture, failure to follow our instructions, or any alteration or repair carried out without our approval.
  • If the same fault occurs while under warranty, or you have any other complaint about our services, you should notify us by telephone or in writing at the email addresses shown above.

Data Protection

Please read our Privacy Policy, which explains how we use and protect the information that you provide to us.

Applicable Law

These terms and conditions for the supply of the services will be subject to English law, and the English courts will have jurisdiction in respect of any dispute arising from the contract.

What is Included?

  • The fixed price appliance repair fee includes VAT and covers you against the cost of the service engineers call out and evaluation.
  • Labour
  • Parts (when required)
  • Full testing and a professional safety check
  • A repair to resolve the fault entered in the “Description of Fault” box on your original quotation form.

What is Not Included?

  • Commercial appliances or domestic appliances installed in commercial premises.
  • Appliances situated in caravans or on boats.
  • Glass hob tops.
  • Food loss or spoilage.
  • Repairs as a result of misuse, negligence or poor installation.
  • Repairs to appliances which have not been installed in accordance with the manufacturers' recommendations.
  • Appliances which differ from the details used to obtain the quote, including the age of the appliance.
  • Re-gassing appliances which contain R12 or R134 gas. This applies to fridges, freezers, fridge freezers, air conditioning and dehumidifiers. Please review the rating plate on your appliance to determine the gas type.

In such instances, if our service engineer is called out we will cancel the repair and arrange to refund you the fixed price fee paid less a call out / administration charge of £72.50.

Your Fixed Price Repair Appointment

  • On completion of your quotation and acceptance of our terms and conditions your credit card will be charged at the agreed fee.
  • You will receive an email or postal booking confirmation and invoice. This will contain details your service provider including their telephone number and the agreed repair date.
  • Our approved service engineer will call out on the agreed date and carry out the repair to your appliance. If any parts(s) are required the service engineer will usually order the part(s) within 1 working day of the call out.
  • If the parts required are in stock they will be delivered to the engineer within 2 working days of the order being placed.
  • If the part(s) are not in stock we will arrange to obtain the part(s) from our suppliers and will keep you informed of progress (normally via phone). As soon as the part(s) are available our service engineer will contact you to arrange a new appointment date to complete the repair
  • It should be noted that unfortunately there are a handful of manufacturers whose parts are not easily sourced and in some cases these have to be obtained from abroad which will result in a delay in completing the repair.
  • All repairs will require full and easy access to the appliance (e.g. able to be moved from under a work surface without damaging the surrounding facia). If your appliance cannot be easily accessed to facilitate the repair we reserve the right to abort the repair. In such instances we will refund you the original fixed price fee paid less a call out / administration charge of £45.00.
  • Parking that gives reasonable access to your property must be provided for the engineer. If the parking is pay and display or permit controlled, it is your responsibility to arrange for the engineer to park free of charge for the duration of his visit.