Book a Repair

Terms and Conditions

Repair Appointments

  1. Our one off fixed fee charge covers the cost of our attendance and labour irrespective of time taken on site. 
  2. The focus of the repair is based on the description of the fault we have been given. Please be concise when describing the symptoms.
  3. If any required parts are not carried by the engineer at the time of the diagnostic we will send a written quote via email. 
  4. If the parts are not in stock with the supplier there may be an undefined lead time. As soon as the parts are available we will contact you to arrange a new appointment date to complete the repair.
  5. If you ask us to repair more than one appliance each appliance will be charged as a separate job at the normal repair rate unless previously agreed.
  6. Occasionally we may be unable to attend or be delayed in arriving at the agreed appointment. Should this happen, we will offer to reschedule the appointment date and time with you or refund any pre-payments that have been made.
  7. We do not repair commercial appliances. We will repair domestic appliances installed in commercial premises.However, we do not warranty repairs undertaken in commercial environments.
  8. If the appliance repair requires two or more repair engineers e.g. removing a tumble dryer which is stacked on top of a washing machine, an additional labour fee may be required. Please advise us of this at the time of booking the appointment.


Payments

  1. Payment where the invoice addressee will be present on site will be taken by card upon satisfactory completion of the works. 
  2. Payments where the invoice addressee is not present on site will be charged the ‘diagnostic fee’ or, for new appliances, the full charge upon appointment booking confirmation. We will take the remainder of the payment upon satisfactory completion of the works. The ‘repair fee’ and payment for any parts used on the job will be included in the final payment.


Issues that arise during repairs and installations

  1. If at the time of the call out the fault is found to be as a result of misuse, neglect or poor installation or, the appliance type or fault is not as described originally we reserve the right to charge you the full labour rate.
  2. If the circumstances arose where we would not be able to repair your appliance due to lack of available parts we would reserve the right to charge the full or a partial labour charge. 
  3. If your appliance cannot be easily accessed to facilitate the repair we reserve the right to abort the repair. In such instances we reserve the right to charge you the full labour charge.
  4. Please give as much notice as possible when cancelling repairs. If we have already attended and the repair has started you will be charged the full labour rate.
  5. You shall provide safe and sufficient access for installation or removal of any goods. Whilst we will take care to install or remove appliances without damage to flooring or adjacent fittings, we cannot be liable for any such damage unless it was due to our negligence. We will endeavour to notify you if we believe insufficient access is available and you may cancel your contract if you do not wish to take the risk of damage to the surrounding area. Any damage must be reported within 48 hours to repairs@applianceexperts.co.uk.


Guarantee

All repairs carried out by Apex Appliance Experts Ltd, or a repairer acting on our behalf, are guaranteed for 6 months, for both labour and parts. This guarantee does not cover any subsequent unrelated breakdown / fault(s) to the appliance. This also does not cover appliances that have been repaired, serviced, or had spare parts installed by anyone other than Apex Appliance Experts Ltd, since our last visit, or is moved to a new address. The guarantee only applies to parts that we supply and fit. This warranty/guarantee does not restrict the customer’s rights under the Consumer Rights Act 2015 or affect your rights under any other statute.


Complaints

We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied. To ensure we are able to put things right as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction. As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards. In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible.


Either call us on: Or write to us at: (send registered post) Or email us at:

02039209887 Apex Appliance Experts repairs@applianceexperts.co.uk

348 Hornsey Road, London N7 7HE

We aim to respond within 5 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised. Where we are unable to resolve your complaint using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 0117 456 6031.


Data Protection

When you supply any personal information to us we have legal obligations towards you in the way we use the collected data. This information is never passed onto a third-party unless we are obliged or permitted by any law enforcement agency.

We will hold your personal information on our systems for a period after your order has successfully been completed. This is for future correspondence regarding the purchased product/s and incase of any problems. You may request a copy of your data. All requests should be directed to repairs@applianceexperts.co.uk