TERMS AND CONDITIONS

The terms and conditions listed below are for chargeable work direct to a member of the public or landlord.

Working hours
Our working hours are from 7am to 6pm and the appointment is classed as an “All Day Appointment”. You will receive a text between 7am – 9am informing you of your time slot. This is Not an exact time, but an estimated time of arrival. When the engineer is on his way you will receive another text informing you of this.

We will carry out work during our normal working hours Monday to Friday and occasional Saturdays at A.N.D Domestics Ltd discretion unless by prior agreement we say otherwise. We will agree with you the work we will carry out, we will then carry it out as soon as is practically possible, subject to the availability of an engineer.

Guarantee period
Our labour is guaranteed for a period of 3 months from the date of the repair. Parts are guaranteed for 6 months.

Recall
If the problem re-occurs within the guarantee period, we will re-perform our work free of charge. Our work is guaranteed for the guarantee period as detailed in these terms and conditions. This is limited to the replacement of the part we have fitted and does not cover any subsequent unrelated breakdown/fault on the appliance.

If such a visit is caused by misuse, reasonable wear and tear or we are unable to find a fault during our visit, we reserve the right to charge for our labour.

Fixed Callout  charge
The fixed Callout charge for our work includes the labour, fixing the fault reported by the customer or which we identify and any faults directly related to the original fault. Any spare parts or other costs incurred are additional to the fixed Callout charge. It may be necessary to agree further charges for faults that are found not to be related to the initial reported fault.

If we decide we are not able to repair the fault due to reasons beyond our control (such as parts no longer being produced by the Manufacturer of your appliance) we will advise you as soon as is practically possible; our fixed Callout fee will still stand if a visit has been made.

If a booking is made and you wish to cancel that booking, you must do this no later than 24 hours before the day of the booking. If your booking is on a Monday no later than the Saturday before the appointment. If this is not cancelled as set out in the terms and conditions A.N.D Domestics Ltd reserve the right to charge an administration charge up to 50% of the call. If we decide we are not able to repair the fault due to reasons beyond our control we will advise you as soon as is practically possible, our fixed labour fee will still stand if a visit has been made.

Accessibility
All repairs will require full and easy access to the appliance (e.g. our engineer must be able to access and move an appliance without the risk of damage to surrounding units, plinths, worktops, floor coverings, etc. or without the risk of injury to themselves. If we are unable to carry out a repair due lack of access, we reserve the right to charge for our abortive visit. Customers will be asked to sign the job sheet prior to removal of the appliance, this will state that You the customer will Not hold the engineer responsible for any damage that may result.

Parking
The engineer will do his best to find parking in the area where you live. He can only travel a short distance from his vehicle to property as will be transporting his work equipment. Legislation dictates what weight he can carry and for what distance. If you live in an area which is Parking controlled, needs a permit or is Pay and display, it is the responsibility of the customer and not the engineer, to ensure that the correct permits and access is obtained prior to the engineers visit. You will need to pay for parking permits for the duration of the engineers visit. If you fail to adhere to the above, and there is nowhere free for the engineer to park, then the engineer will call the Head office, who in turn will attempt to contact you by the telephone numbers provided. If you fail to provide the correct parking terms, then the engineer will have no choice, but to move onto his next customer. We will provide 50% as a Refund, if at this stage you wish to cancel the repair, or will Charge 50% missed appointment fee if you wish to continue the repair.

Materials
Materials that are used for the work are guaranteed for the guarantee period as detailed in these terms and conditions or at the discretion of A.N.D Domestics Ltd. If the materials are defective then we will repair or replace the defective materials free of charge subject to the terms of our spare parts supplier.

A.N.D Domestics Ltd stock numerous parts, many within our shop premises as shown above and numerous with the engineers as part of their van stock. We accept no responsibility for attending to a customer and not having the necessary part on the first call as we cannot keep all parts for all appliances within this stock.

We order parts via the manufacturer and preferred suppliers based upon costs and stock availability. Most parts will be available the next day if we have been able to process your order by 3pm. The next day delivery can be between 08:00 – 17:00

Some parts are special order, meaning that the manufacturer and/or supplier do not have these in stock. special order parts may take 4-6 weeks for delivery. In rare cases the delivery time may exceed 6 weeks.

If the Manufacturer or preferred suppliers no longer produce the part necessary to complete the repair on your appliance,

This is not the responsibility of AND Domestics Ltd.

We are NOT the Manufacturers of your appliance, but an independent repair agent, who purchase parts from the Manufacturers and Suppliers of our choice.

We will only use parts we determine are genuine, and will not purchase from ebay or use 2^nd hand parts.

In this event the part required is Obsolete, NO refund will be provided by AND Domestics Ltd, as we have attended and diagnosed the fault as per agreement, Based upon the callout fee.

Test period
Repairs to refrigerators, freezers and coolers may require a test period after completion due to the nature of the work which was been undertaken and should not be restocked until they are fully functional. In some cases due to the nature of the fault the appliance may fail again shortly after undertaking a repair.

Should the repair not have been effective than the product must be inspected by an engineer employed by A.N.D Domestics Ltd and any parts that have been used must be recovered prior to any request for a refund. There will be a charge for consumables used as these are not recoverable, also the labour content will not be subject to a refund.

Customer Out
All of our appointments are classed as “ALL DAY APPOINTMENTs”; however, you will be provided with a rough time window.

This is simply because there is no real way of knowing beforehand how long each appointment will take.

So the engineer may be earlier or later than the rough estimated time provided.

It is YOUR responsibility to ensure someone 18 years or over is at the premises when the engineer arrives.

They must be able to show the engineer to the appliance, stay within the property whilst the repair is taking place, and sign once the engineer has finished.

AND Domestics Ltd will not be held responsibility, if no one is home at the time of appointment, or if no one answers the door to let the engineer in.

We will Not provide a full refund if no one answers the door to let the engineer in.

We will provide 50% as a Refund, if at this stage you wish to cancel the repair, or will Charge 50% missed appointment fee if you wish to continue the repair.

To ensure this does not happen, please ensure that someone 18 years or over will be at the premises

Letting Agents/Landlords
Please Note! If the Tenant is OUT on the day of the appointment, this is not the responsibility of AND Domestics LTD.

We will NOT provide a refund for the callout paid, as we, the engineer had attended as per agreement.

To ensure this does not happen, please ensure that the Tenant or someone at least 18 years of age will be at the premises

Complaints
If you have a complaint regarding your repair please email info@andsalesrepairs.co.uk within 24 hours of our engineer attending quoting your name, postcode and a brief description of your grievance. We aim to respond within 5 working days.

A.N.D Domestics Ltd will not accept any liability for damage unless we have been negligent. Any alleged damage claim must be reported verbally directly to A.N.D Domestics Ltd within 24 hours of our service visit and followed up in writing with 7 days substantiating your allegations.

• Our service and guarantee does not include:
• Repairs needed due to design faults
• Improvements needed to your electrical/gas or general installation
• Removing any waste materials
• Any faults we suspect that were caused intentionally
• Misuse, negligence, damage, blockages and general wear and tear
• Domestic appliances being used in a commercial environment
• Consumable items i.e. lights, lamps, belts, carbon brushes, refrigerants or any removable parts made of glass or plastic
• Or any cosmetic damage not caused by A.N.D Domestics Ltd