Terms and Conditions - Spen Domestic Appliance Repair

1. Booking and Appointments
 
1.1 Customers must provide accurate contact details, appliance details, and a description of the fault when making an enquiry.
1.2 Based on the information provided, Spen Domestic Appliance Repair may advise if a repair is unlikely to be possible before an appointment is arranged.
1.3 Appointments are offered subject to availability. A date and approximate arrival time will be provided, however arrival times cannot be guaranteed due to unforeseen circumstances, traffic, or previous jobs overrunning.
1.4 Evening and weekend appointments may be available subject to availability.
1.5 Customers will be contacted when the engineer is on the way to the appointment.

 
2. Diagnostic Fee and Payment
 
2.1 A fixed diagnostic fee of £48 is payable in advance to secure an appointment for freestanding appliances, and £58 for in-built appliances.
2.2 A payment link will be issued on booking. Appointments are not confirmed until payment has been received.
2.3 If payment is not received before the agreed appointment time, the appointment may be cancelled.
2.4 The diagnostic fee covers travel within the service area, fault diagnosis, and labour for repairs completed during the initial visit.
2.5 The diagnostic fee remains payable regardless of whether the appliance is repairable, beyond economical repair, or replacement parts are unavailable.

 
3. Customer Responsibilities
 
3.1 Customers are responsible for ensuring the appliance is reasonably accessible for inspection and repair. Additional time required to remove obstructions or gain access may result in the appointment being rescheduled or additional charges where agreed in advance.
3.2 Customers must ensure that pets, children, and other occupants do not interfere with the repair process.
3.3 Customers are responsible for removing personal belongings from around the appliance where necessary to allow safe access.
3.4 The engineer reserves the right to refuse or discontinue work if unsafe conditions are encountered.

 
4. Repairs and Safety
 
4.1 All repairs will be carried out using safe working practices.
4.2 Electrical safety checks and functional testing will be carried out where appropriate following repair work.
4.3 Test results and relevant measurements may be recorded for service records.
4.4 If an appliance fails safety checks or is deemed unsafe to continue using, the appliance may be condemned and the customer advised accordingly.
4.5 The engineer reserves the right to refuse to reconnect or recommission an appliance that is considered unsafe.
4.6 Spen Domestic Appliance Repair reserves the right to decline repairs requiring extensive dismantling, specialist equipment, or where the repair is not considered economically viable or proportionate to the value or condition of the appliance. This may include, but is not limited to, washing machine drum bearing replacement.

Refrigeration System Repairs
 

4.6 Spen Domestic Appliance Repair currently undertakes electrical, mechanical and control system repairs to refrigeration appliances only.

4.7 Repairs involving the sealed refrigeration system, including refrigerant leaks, compressor replacement, refrigerant recovery, evacuation or recharging, are not currently undertaken.

4.8 If, during diagnosis, the fault is found to relate to the sealed refrigeration system, the appliance will be deemed outside the scope of repair and the diagnostic fee will remain payable.

 
5. Appliance Removal and Reinstallation
 
5.1 Reasonable care will be taken when moving appliances for inspection and repair.
5.2 Appliances will be returned to their original position as far as reasonably practicable.
5.3 The engineer is not responsible for defects, deterioration, concealed damage, inaccessible installations, seized fixings, perished pipework, damaged flooring, worktops, cabinetry, or other pre-existing conditions that may become apparent during the repair process.
5.4 Integrated and built-in appliances are designed to be installed within fitted kitchen units. While every care will be taken during removal and installation, Spen Domestic Appliance Repair cannot accept responsibility for damage resulting from existing installation issues, defective cabinetry, hidden fixings, swollen units, flooring alterations, or previous installation methods that prevent safe removal and refitting. Customers acknowledge that some installations may increase the risk of unavoidable damage due to the condition of the installation.

 
6. Parts and Additional Charges
 
6.1 If replacement parts are required, a quotation will be provided before any additional work is carried out.
6.2 No chargeable repairs involving replacement parts will be undertaken without customer approval.
6.3 Replacement parts must be paid for before or at the time of fitting unless otherwise agreed.
6.4 If a required part is held in stock, it may be fitted during the initial visit.
6.5 Where parts need to be ordered, a return visit will be arranged once parts have been received.


7. Photography and Video Recording
 

 

7.1 Spen Domestic Appliance Repair may request permission to photograph or video record repair work for training, educational and marketing purposes.

7.2 Any photography or video recording will focus on the appliance and repair process only.

7.3 No customer, family member, personal possessions, documents or identifying information will intentionally be included without the customer's separate permission.

7.4 Customers may decline photography or video recording at any time without affecting the repair service provided.

7.5 Where permission is given, Spen Domestic Appliance Repair may use photographs or videos on its website, social media platforms and other promotional material.

 
8. Warranty
 
8.1 Repairs are covered by a three-month warranty from the date of repair completion.
8.2 The warranty applies only to:

• The original fault repaired.

• Replacement parts supplied and fitted by Spen Domestic Appliance Repair.

• Workmanship associated with the original repair.

8.3 The warranty does not cover:

• Unrelated faults occurring after the repair.

• Consumable items.

• Misuse, neglect, accidental damage, or improper operation.

• Blockages, foreign objects, pest damage, or environmental factors.

• Appliances altered, repaired, or tampered with by third parties after the original repair.

8.4 Warranty claims must be reported as soon as reasonably possible after the fault becomes apparent.

 
9. Cancellations and Refunds
 
9.1 Customers may cancel an appointment by contacting Spen Domestic Appliance Repair.
9.2 Cancellations made with at least 24 hours' notice may be eligible for a refund of the diagnostic fee.
9.3 Cancellations made with less than 24 hours' notice may not be eligible for a refund.
9.4 Once an appointment has taken place, the diagnostic fee is non-refundable.
 
10. Receipts and Records
 
10.1 An electronic receipt or invoice will be provided following completion of repair work.
10.2 Paper copies may be provided upon request.

 
11. Customer Feedback
 
11.1 Customers may be invited to provide feedback or leave an online review following completion of the repair.

 
12. General
 
12.1 These terms do not affect any statutory rights available to consumers under UK consumer protection legislation.
12.2 Spen Domestic Appliance Repair reserves the right to amend these terms and conditions at any time. The version in force at the time of booking will apply.