Pacifica Labour and Parts Terms and Conditions

1) Application of These Terms and Conditions

2) Scope of These Terms

• These Terms apply to any order made over the telephone and via our website. By placing an order, you acknowledge that you have read, understood, and accepted these Terms.
• You must be at least 18 years old and a resident of the UK to place an order with us.
• We reserve the right to make changes to these Terms at any time; however, the Terms in force at the time you place your order will govern that specific order.
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3) Pricing

• The prices for our Services will be quoted to you at the time of your call or via our website.
• Prices include VAT (where applicable) at the current rate charged in the UK.
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4) Booking a Repair

• When you contact Pacifica to enquire about a repair, we will review our Terms and Conditions and confirm whether your location and appliance type are within our networks service coverage.
• If your appliance type is eligible and your location is covered, we will provide a service charge which will include the engineer's visit and spare parts required to repair the product. The cost may vary depending on the appliance and location.
• Once you accept the service charge, we will gather the necessary information to schedule the engineer's visit.
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5) Speed of Service Delivery - Initial Visit

• Pacifica aims to schedule an appointment within a maximum of three working days. However, during busy periods, or when engineers are on annual leave or sick leave, or in some rural locations, this target may not always be achievable.

6) Ordering Required Spare Parts

• Provided full details of the appliance and fault details are provided we will attempt to bring the spare parts required to repair the appliance with us on the initial visit, however if further spare parts are required the Engineer will request these on the day of the visit. We aim to follow the below timelines:

  1. If parts are in stock with our suppliers, we will schedule the follow-up appointment and complete the repair as soon as possible.
  2. If parts are out of stock, we will be informed of the expected delay time by our suppliers and will notify you accordingly.
  
  

• We aim to repair all appliances quickly and efficiently however there are a number of spare parts relating to complex repairs that are not carried out under this service as detailed below:

  Parts Exclusions: The fixed repair price offer does not include the following parts:
  1. Tubs, Drums and Bearings
  2. Compressors
  3. Hob Glass
  4. Induction units

7) What Is Included in the Service Charge?

• The service charge includes the initial engineer call-out and the time required to conduct diagnostic testing during the first visit. This includes identifying any necessary spare parts or, ideally, completing the repair.
• Subject to 6b, If additional parts are required, the engineer will inform you, and we will notify our office. If the repair cannot continue due to part unavailability, a refund shall be made of the Service Charge paid less £89.99.
• We may also offer you a quote for a new appliance should the appliance not be repairable.

8) Our Repair Guarantee

• All repairs carried out by Pacifica are covered by a 60-day parts and labour guarantee. This means we guarantee to repair or replace any faulty parts or resolve any issues with the work completed during this period. This does not affect your statutory rights under the Consumer Rights Act 2015 or any applicable laws.
• While we strive for complete customer satisfaction, it is important to note that after diagnosing a fault, we cannot guarantee that other issues will not arise, either on the same day or in the near future. Additional faults may manifest that appear similar to the original issue.
• Should a fault occur that is related to the original repair within the guarantee period, the engineer will rectify the issue at no additional cost.
• If a new, unrelated fault is identified during the guarantee period, it will not be covered by this guarantee, and a new service fee will apply. If the engineer is required to revisit for an unrelated fault, a new service fee will be requested. Failure to meet payment may result in the refusal of further repairs.