Surrey Appliances Limited – Terms & Conditions

1. Introduction

Welcome to Surrey Appliances Limited. We aim to deliver high-quality, professional, and transparent appliance repair and sales services. By booking a repair, installation, or making a purchase with us, you agree to the following Terms & Conditions. These terms ensure fairness, safety, and clarity for both our customers and engineers.

2. Call-Out Charge

  • Every booking includes a call-out charge, which covers the engineer’s visit, inspection, and diagnosis.
  • If you decide not to proceed with the quoted repair after diagnosis, the call-out fee still applies.
  • If you proceed, the repair will be carried out on a Call-out plus parts basis — meaning the call-out is included in the total cost.

3. Parts and Labour

  • All repairs are performed on a Call-out plus parts basis.
  • We supply and fit all parts ourselves to ensure they are genuine, safe, and compatible.
  • All parts supplied by us come with a 3-month parts and labour warranty.
  • Prices include sourcing, verification, delivery, and fitting.
  • Once parts are ordered, the repair cannot be cancelled.

4. Customer-Supplied Parts

  • To maintain quality and warranty protection, we do not normally fit customer-supplied parts.
  • If, in exceptional cases, a customer insists on using their own parts:
    • The Call-out plus parts policy will not apply.
    • The job will be treated as a labour-only service, and labour charges will be added on top of the call-out fee.
    • No warranty will apply to the part or the repair.
    • If the part is incorrect, faulty, or fails, a new call-out charge will apply for any re-visit.

5. Warranty

  • We provide a 3-month warranty on parts and labour supplied by Surrey Appliances Limited.
  • The warranty covers only the specific fault repaired, not unrelated or new issues.
  • Warranty becomes void if:
    • The appliance is misused, damaged, or repaired by another party.
    • A non-genuine or customer-supplied part is used.
  • If a part fails under warranty, we will replace or repair it at no extra cost.

6. Diagnostic Limitations & Multiple Faults

  • In some cases, an appliance may have more than one fault, or a new issue may appear after testing.
  • If additional faults are discovered, a new quotation may be required.
  • Some hidden or intermittent faults may only become visible after parts are replaced or the appliance is re-tested.

7. Ordering & Availability of Parts

  • Once a part is ordered, it cannot be cancelled or refunded.
  • Delivery times vary depending on supplier stock and availability.
  • We will keep you informed of any delays or backorders.

8. Sales Policy

  • All appliance sales are final.
  • Refunds are only issued if a product is found faulty and cannot be repaired under warranty.
  • Customers must ensure the product fits their space and meets their requirements before purchase.
  • We are not responsible for installation issues or damage resulting from incorrect fitting by third parties.

9. Payment Terms

  • Payment is due on completion of work, unless otherwise agreed in writing.
  • Parts may require advance payment before ordering.
  • We reserve the right to withhold services for unpaid invoices.
  • Late payments may incur interest under the Late Payment of Commercial Debts Act 1998.

10. Cancellations and Re-Visits

  • Appointments cancelled with less than 24 hours’ notice may be charged the standard call-out fee.
  • Missed visits or inaccessible properties will also be chargeable.
  • If a re-visit is required due to an incorrect or faulty customer-supplied part, a new call-out fee will apply.

11. Delays & Rescheduling

  • We aim to attend within the agreed time slot.
  • Delays can occur due to traffic, supplier issues, or unforeseen circumstances.
  • We will always try to inform you of any delays or rebooking needs as soon as possible.

12. Liability

  • Surrey Appliances Limited is not liable for:
    • Pre-existing damage or hidden defects.
    • Indirect losses such as food spoilage or time loss.
    • Damage caused by customer-supplied or third-party parts.
  • If damage occurs due to engineer negligence, we will assess the situation and offer a fair resolution at our discretion.

13. Customer Responsibilities

  • Customers must provide accurate information about the fault.
  • Someone over 18 must be present during the visit.
  • Missed or delayed appointments may result in additional charges.
  • Customers must ensure safe access to the appliance and working utilities (power/water).

14. Tenants & Landlords

  • If you book on behalf of a landlord, tenant, or managing agent, it is your responsibility to ensure access is available at the agreed time.
  • Missed appointments by tenants or uncooperative access will still incur the standard call-out fee.

15. Engineer Safety & Behaviour

  • Engineers may refuse or stop work if the environment is unsafe (e.g., blocked access, exposed wiring, leaks, or aggressive behaviour).
  • Abuse or harassment towards our staff will not be tolerated — the call-out fee will still apply if the job cannot proceed due to such behaviour.

16. Refunds & Goodwill

  • Refunds or discounts may be issued only as a goodwill gesture at our discretion.
  • The call-out fee always applies once an engineer has attended, regardless of outcome.

17. Force Majeure

We are not liable for delays or failure to deliver services due to events beyond our control, including extreme weather, supplier delays, strikes, or power failures.

18. Reviews & Feedback

  • We value your feedback and aim to resolve any concerns directly.
  • Please contact us first if you experience any issue before posting reviews online — we are always happy to help.

19. Governing Law

These Terms & Conditions are governed by English law, and any disputes will be handled by the courts of England and Wales.

20. Company Details

Surrey Appliances Limited
36 Bentham Avenue, Woking, GU21 5LF
📞 01483 323296 ✉️ contact@surreyappliances.co.uk
Company No: 10611277

21. Agreement

By booking a service, installation, or purchase with Surrey Appliances Limited, you confirm that you have read, understood, and agreed to these Terms & Conditions.