Surrey Appliances Limited ‒ Terms & Conditions

1. Sales Policy

All sales are final, and no refunds will be given unless the product is found to be faulty under warranty terms. If a product develops a fault, we may offer a discounted replacement at our discretion. Customers are responsible for ensuring the product suits their needs before purchase. We are not responsible for installation issues or damages caused by improper setup after the sale.

2. Repair & Warranty Policy

We provide a 3-month warranty on repairs, covering only the work performed and specific parts used. The warranty does not cover unrelated faults, new issues after the repair, pre-existing conditions not addressed, misuse, power surges, water damage, or third-party repairs (which void our warranty). Once the customer agrees to the repair and parts have been ordered, no cancellations are allowed. If a repair is not possible, we may offer a discounted replacement.

3. Call-Out Charges

A call-out fee applies to all service visits, payable at the time of booking or on arrival. If the customer chooses not to proceed with the repair after receiving a quote, the call-out fee remains payable in full. If we determine the appliance is beyond economical repair, we may offer alternative solutions such as replacement or disposal.

4. Diagnostic Limitations & Multiple Faults

Our engineers diagnose faults to the best of their ability during the visit. Some issues may only become apparent after further testing or part replacement. Appliances may sometimes have more than one fault, requiring additional visits and separate quotes. Our repair warranty applies only to the parts and labour carried out.

5. Delays & Rescheduling

We aim to attend all appointments within the agreed slot. Due to traffic, previous jobs overrunning, supplier issues, or unforeseen circumstances, delays or rescheduling may occur. We will notify customers as soon as possible.

6. Liability & Exclusions Surrey

Appliances Limited is not responsible for previous repairs, modifications, or hidden defects in an appliance. We are not liable for indirect losses, spoiled food, or inconvenience caused by appliance failure. Customers must ensure a safe and accessible environment. If access is restricted or unsafe, we reserve the right to refuse service.

7. Property Damage & Liability

Our technicians take every precaution when performing work. However, we are not liable for pre-existing damage, damage caused by faulty plumbing or electrics, or issues from third-party installations. Customers must ensure the appliance is in a safe, accessible location. If accidental damage occurs due to technician negligence, we will assess and may offer a resolution at our discretion.

8. Customer Responsibilities

Customers must provide accurate details about faults when booking. Delays or extra costs due to incorrect information are the customer’s responsibility. If unavailable at the agreed time, a missed visit charge may apply. Customers must respondpromptly to communications to allow timely completion of work.

9. Tenants & Landlords

Where services are booked on behalf of landlords or letting agents, it is their responsibility to ensure tenants are informed and available. Missed appointments due to tenant unavailability will still incur the call-out fee.

10. Engineer Safety & Behaviour

Engineers may refuse or terminate a job if the environment is unsafe (unsafe electrics, blocked access, or abusive behaviour). The call-out fee will still apply. Abuse or harassment towards staff will not be tolerated.

11. Payments

All payments are due on completion unless otherwise agreed in writing. We reserve the right to withhold further services if invoices remain unpaid. Late payments may incur interest under the Late Payment of Commercial Debts Act.

12. Refunds & Goodwill

Refunds or discounts may be offered as a goodwill gesture, at our discretion. This does not affect the call-out fee, which always applies once an engineer has attended. Refunds are not automatic.

13. Reviews & Feedback

We encourage customers to contact us directly before leaving a review if dissatisfied. If a review is left without giving us the chance to resolve the issue, we reserve the right to document that no resolution was sought. All complaints will be handled fairly.

14. Billing & Authorised Services

You will only be charged for services you have authorised. Additional services (e.g. sponsorship, advertising) will only be invoiced if confirmed in writing. If declined, no invoice for them will be valid.

15. Force Majeure

We will not be liable for delays or failures caused by circumstances beyond our control, including extreme weather, strikes, pandemics, or supplier delays. 16. Governing Law These Terms & Conditions are governed by the laws of England and Wales. Any disputes are subject to the exclusive jurisdiction of the courts of England and Wales.