1 APPLICATION OF THESE CONDITIONS

1.1 These terms and conditions (the “Terms”) apply to the provision of fixed price repair services (“Services”) by Repair Network (“Repair Network”, “us” or “we”). Repair Network’s head office is based at 3-5 Rickmansworth Road, Watford, WD18 0GX 1.2. You accept and agree to be bound by the Terms. Please read these Terms carefully and make sure that you understand them, before ordering any Products or Products and Services and Services.

2. Repair Network reserves the right to amend the Terms at any time without notice.

3. ABOUT US

3.1 We, Repair Network, operate the website https://www.repair-network.co.uk (“the Website.”)

4.  PRICES

4.1  Service prices will be quoted on the website from time to time. 4.2 The price of the Services includes VAT (where applicable) at the rate chargeable in the UK for the time being.

5. CANCELLATION

5.1.    A £15 cancellation fee applies to all bookings due to costs incurred within the first 24 hours of the booking being made 5.2.    thereafter a £25 cancellation fee will apply prior to an engineer attending the property

6 MISSED APPOINTMENT

6.1 We always strive to provide you with a service that suits you. However, should the engineer not be able to inspect the appliance at the agreed time (for example because you are not available, the appliance is not accessible, etc.), you will be liable to pay a ‘missed appointment’ fee as quoted on the Website from time to time. Should you need to amend a booking you must notify us 48hrs before the agreed time and date of the engineer’s visit.

7. EXCLUSIONS

7.1. Repair Network will not be obligated to: 7.1.1 repair items where faults have been caused by neglect, misuse damage (deliberate or otherwise) or other third party causes (including insect infestation) 7.1.2 repair any additional faults not included in the order at the time of booking 7.1.3 replace missing parts or products due to loss or theft 7.1.4 replace consumable items (including built-in batteries, bulbs & filters) 8.1.5 repair cosmetic damage which does not affect the operation or safety of the product 7.1.5 repair damage or breakdown which has occured due to flood, wind or other severe weather conditions 7.1.6 repair damage or breakdown which has occurred due to fire, unless caused by an electrical malfunction within the product 7.1.7 repair or replace any products used for commercial purposes 7.1.8 repair or replace damage caused to the product’s surrounding area or other personal items such as items of clothing, dishware or cutlery. 7.1.9 accept any responsibility for any damages or losses you sustain as a result of the repair, if you have not sought and obtained permission for the repair from the homeowner.

8. CALL OUT FEE 

8.1 In the event that our engineer cannot repair the product and or a part required cannot be sourced a call out fee will be charged as quoted on the Website from time to time.

9. YOUR OBLIGATIONS

9.1 Under the terms you are obligated to: 9.1.1 ensure that our approved engineer can easily access the home and the item that requires repair. 9.1.2 obtain the homeowner’s permission before you arrange any repairs if you do not own the home that the item is located in. (We do not accept any responsibility for any damages or losses you sustain as a result of the repair if you have not sought and obtained permission for the repair from the homeowner) 9.1.3 provide us with as much information as possible about the repair required. This may include, but is not limited to: 9.1.3.1 the manufacturer of the faulty item 9.1.3.2 the faults recognised 9.1.3.3 the age of the faulty item 9.1.3.4 the length of time the problem has been apparent for 9.1.3.5 whether any other repairs have been attempted

10 CUSTOMER RELATIONS DEPARTMENT

10.1  3rd Floor, 21 Station Road, Watford, WD17 1AP United Kingdom Phone: 03333449104 Email: mailto:info@repair-network.co.uk

11. DATA PROTECTION ACT

11.1 We collect, hold and process all personal data in accordance with your rights and our obligations under the Data Protection Act 1998 (and, from 25 May 2018, the EU General Data Protection Regulation ("GDPR")), and we take appropriate steps to ensure that your information is protected consistent with the principles set out in the Act (after 25 May, the GDPR), any other privacy laws, these Terms and Conditions, and our Privacy Policy, whether that information is held by us or shared by us with third parties.

12 USEFUL CONTACTS

12.1 Customer Services: 03333449104 (Monday – Friday 10 am to 6 pm, Saturday 10 am – 2 pm) Email: mailto:info@repair-network.co.uk

13.CANCELLATION

13.1 A £15 cancellation fee applies to all bookings due to costs incurred within the first 24 hours of the booking being made, thereafter a £25 cancellation fee will apply prior to an engineer attending the property, or 13.2 If the agreement is for services only (for example labour, but not parts are provided), for 14 days after the day you accept the agreement. 13.3 If you do this and then cancel, we will charge you our reasonable costs for: 13.3.1 any abortive 24 hour advanced call out charge incurred by the Engineer 14.3.2 work already carried out 13..3.3 any goods already installed into an appliance at the property 13.4 You won’t be able to cancel once work is fully completed or the goods have been installed on an appliance at the property. 13.5 If you wish to cancel you can contact us on Telephone Number Customer Services: 03333449104 (Monday – Friday 10 am to 6 pm, Saturday 10 am – 2 pm) Email: mailto:info@repair-network.co.uk

14 COMPLAINTS

14.1 We take any complaint seriously and we’ll do our best to resolve the issue right away. To raise a complaint please contact us by email on mailto:info@repair-network.co.uk It should take us 8 weeks to respond to your complaint. If we need more time to investigate, we’ll let you know and keep you updated.