repaircare

0844 557 3701

Contact Centre opening times

  • Monday to Friday 9am - 6pm
  • Saturday 9am - 4pm
  • Sunday 11am - 3pm

Alternatively, click here to contact us via email

Repaircare Terms and Conditions

Please carefully read through these terms and conditions

  • 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 £45.00.

  • Your Fixed Price Repair Appointment

  • 1.
    On completion of your quotation and acceptance of our terms and conditions your credit card will be charged at the agreed fee.
  • 2.
    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.
  • 3.
    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.
  • 4.
    If the parts required are in stock they will be delivered to the engineer within 2 working days of the order being placed.
  • 5.
    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.
  • 6.
    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.
  • 7.
    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.
  • 8.
    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.

  • Changing or Cancelling Your Appointment

  • 9.
    You may change or cancel your appointment date at any time up to 16:00 on the day before the original agreed call out date. If you wish to change or cancel your appointment please call our Customer Services Department on 0844 557 3701. In this case you will receive a full refund.
  • 10.
    If you cancel the fixed price repair at any time after 16:00 on the day before the agreed appointment date we will refund you the original fixed price fee paid less a call out / administration charge of £45.00.
  • 11.
    If our approved service engineer cannot gain access to the appliance on the agreed appointment date you will be charged a call out / administration fee of £45.00 with the balance of the fee paid refunded to you.
  • 12.
    If we or our approved service engineer has to change or cancel your selected appointment date and any alternative date offered is unacceptable to you we will give you a full refund of the fixed price repair fee paid.
  • 13.
    If you wish to cancel whilst your repair is in progress, for example, the engineer has visited once but will need to return to complete the repair, we will refund you the original fixed price fee paid less a call out / administration charge of £45.00, provided no parts have been fitted. If parts have been fitted, you will not be eligible for a refund.

  • If We Cannot Repair Your Appliance

  • 14.
    In a few instances the required part(s) may not be readily available from our suppliers and may have extended lead times where they require sourcing from abroad.
  • 15.
    If after a period of 6 weeks, beginning from the first call out, the required part(s) is / are still outstanding and the appliance is inoperable either party has the right to cancel the fixed price repair. In this case you will be entitled to receive a full refund of the original fee paid. This can be arranged by calling our Customer Services Department on 0844 557 3701
  • 16.
    If it is found that your appliance contains R134a gas and the engineer is required to work on the gas system, we will be unable to complete the repair. In this instance we will refund you the original fixed price fee paid less a call out / administration charge of £45.00.
  • 17.
    We reserve the right to cancel a fixed price repair if on evaluation or during the repair:
  • a.
    we estimate that the cost of repair is comparable to a new appliance of a similar specification.
  • b.
    we are unable to obtain spare parts from our suppliers to repair the appliance.
  • c.
    In both instances we will refund you the original fixed price fee paid less a call out / administration charge of £45.00.

  • Guarantee period

  • 18.
    The fixed price repair is guaranteed to cover the initial fault for 90 days from the date the repair is completed.
  • 19.
    If your appliance fails with the same fault as detailed in your initial repair, we will arrange to send the original service provider back to you at a mutually convenient time at no extra cost. In the event of the fault re-occurring during the guarantee period please call our Customer Services Department on 0844 557 3701.
  • 20.
    If we have arranged for an engineer to re-visit but you subsequently wish to cancel you may do so up to 16:00 on the day before the agreed call out date. If you wish to cancel after this time or during the repair, you will be charged a call out / administration fee of £45.00, which will be charged to the original card. Calls made directly to the engineer to request a re-visit are not covered under this guarantee.
  • 21.
    This guarantee does not cover any subsequent unrelated breakdown / fault(s) to the appliance. If you request and engineer re-visit and an alternative fault is found and you wish to continue with the repair, you will be given the option to purchase an additional repair at the original rate.
  • 22.
    The guarantee becomes invalid if the appliance is not used in accordance with manufacturer guidelines, moved within the property or to a new address.
  • 23.
    If you have purchased 12 Months Appliance Protection your whole appliance will be covered for 12 months from the date of booking the initial repair.

  • Other information

  • 24.
    We aim to repair a wide range of kitchen appliances, but the manufacturer, appliance type, model and age will have a major influence on whether we can promptly obtain replacement part(s) and ultimately complete the repair. It should also be noted that once a specific appliance is no longer made the manufacturer will only retain replacement parts for a given period.
  • 25.
    You can monitor the repair situation via the "Track Your Repair" page on www.repaircare.co.uk at any time or receive an update from our Contact Centre by calling 0844 557 3701, and selecting option 2.
  • 26.
    If you have a complaint regarding your fixed price repair please email escalations@repaircare.net quoting your Job Number and giving a brief description of your grievance. We will respond within 2 working days.
  • 27.
    Write to us at Repaircare Customer Services Department, Connect House, Talbot Way, Small Heath, Birmingham B10 0HJ.

  • Use of the Repaircare website

  • 28.
    Repaircare is a division of Connect Distribution Services Limited whose registered office is: Connect House, Talbot Way, Small Heath, Birmingham, West Midlands, B10 0HJ.
  • 29.
    Copyright Notice © 2009 all copyright and other intellectual property rights in any material contained in this web site are owned by Connect Distribution Services Limited.
  • 30.
    The web site contains trademarks, including the Repaircare name and logo which belongs to Connect Distribution Services Limited. You are allowed to use this web site and the material contained in this web site (including and trade marks) as set out below.
  • 31.
    You may:
  • a.
    Access any part of the web site
  • b.
    Print off one copy of any individual page for your personal use only.
  • 32.
    You may not:
  • a.
    Copy (by printing off onto paper, storing on disc or in any other way), distribute (including distributed copies), alter or tamper with in any way or otherwise use any material contained in the web site except as specifically permitted above.
  • b.
    Copy, distribute or otherwise use any material from the web site for any commercial purpose.
  • c.
    Remove any copyright, trade mark or other intellectual property notices contained in the original material from any material copied or printed off from the web site.

  • Links to external web sites

  • 33.
    The Repaircare web site includes links to external web sites. These links are provided to help you find additional information quickly and easily. Connect Distribution Services Limited accepts no responsibility for the content of these web sites.

  • General Disclaimer

  • 34.
    Connect Distribution Services Limited has done its best to ensure the accuracy of the material contained in this web site but makes no express or implied warranties or representations about any of the content of this web site. Connect Distribution Services limited accepts no responsibility for loss or damage which may arise from reliance on information or advice contained in this web site and shall not be liable for any typographical or other errors or emissions within the material contained in this web site.

  • Amending these Terms & Conditions

  • 35.
    We reserve the right to change these terms and conditions at any time and without notice. Any such changes will take effect when posted on the website and it is your responsibility to read these terms each time you place a booking. By placing a booking you are indicating your acceptance to be bound by the latest terms and conditions. A full copy of the current terms and conditions is available by applying in writing to Repaircare Customer Services Department, Connect House, Talbot Way, Small Heath, Birmingham, West Midlands B10 0HJ

  • Data Protection

  • 36.
    Your personal information will be held and used by Connect Distribution Services Limited and selected companies acting on our behalf. We may disclose your information to our service providers / service engineers to undertake the repair to your appliance and to provide us with relative technical information. We may also use your data for training and testing purposes. We may pass your data to any relevant regulator or dispute resolution provider. If you have given us permission, your details may also be used by us to market and promote other complimentary products, services and solutions. We and the third parties (if applicable) may contact you by mail, telephone or email. If you no longer want your data to be used by third parties or by us for marketing purposes and you have not already notified us please write to The Data Protection Office, Connect Distribution Services Limited, Connect House, Talbot Way, Small Heath, Birmingham, West Midlands B10 0HJ. Please click on our Security & Privacy page for more information.

  • Governing Law and Statutory Rights

  • 37.
    We will communicate in English and English Law will apply unless we have agreed otherwise with you. Nothing in these terms and conditions will reduce or affect your statutory rights; for further information about your statutory rights contact your local authority Trading Standards Department or Citizens Advice Bureau.

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