Diagnosis and packages
A diagnostic visit identifies the reported fault as far as reasonably possible without unnecessary dismantling. Package descriptions show the included appliance count and labour. Unless expressly stated, replacement parts and work outside the agreed package are quoted separately.
A diagnosis is based on the appliance condition and symptoms present at the visit. Intermittent, concealed or unrelated faults may require further investigation.
Approval before repair
We will explain the proposed work and any additional charge before proceeding. You may choose not to approve a repair after diagnosis, but the agreed diagnostic or call-out charge remains payable.
Parts and availability
Parts are subject to availability and compatibility. We may recommend original, manufacturer-approved or suitable compatible parts and will explain the option offered. Delivery estimates are not guaranteed where supply depends on a third party.
Safe access and appliance condition
Please ensure the appliance is accessible, disconnected where requested, and free from personal items. We may stop or refuse work where conditions are unsafe, the appliance has been materially altered, or specialist building, gas or electrical work is required outside the agreed scope.
After the work
Please follow operating, care and safety advice and report any concern promptly. Our workmanship coverage is set out in the Warranty. Cancellation and repayment information is in the Refund Policy.
Your statutory rights
These terms do not reduce rights provided by the Consumer Rights Act 2015 or other applicable consumer law. Services must be performed with reasonable care and skill, and goods supplied must meet applicable legal standards.