1. Service Agreement
By booking a repair service with Homefix, you agree to these Terms and Conditions. Please read them carefully to ensure that you understand them fully.  Homefix reserves the right to amend these Terms at any time without prior notice. Any changes will not affect services that were agreed upon prior to the amended Terms being posted on the website.

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2. Pricing

The flat rate charge is based upon the information provided by the customer at the time of booking and is covered for one appliance repair only. The flat rate charge covers the call out and labour costs but does NOT include the cost of any parts required. If any further work is required then this would be at additional cost unless already agreed with Homefix at the point of booking. It is important to contact us for details should you be unsure of any requirements before the engineers arrival. 

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3. Card Payments

Please note that all payments made via card transaction will incur a 1.75% transaction fee of the total amount payable by the customer. We use Izettle to offer a secure payment method to our customers and this is their fixed rate fee not ours. As a result the transaction fee is covered by the customer and not Homefix.

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4. Accessibility 

All appliances need to be deemed accessible/removable for the engineer to access for the repair to be carried out. Where any appliance is not accessible i.e a tumble dryer that is installed in a unit above a washing machine then this would need to be removed and placed at ground level due to our health and safety regulations. The engineer will not be authorised to lift beyond our manual handling safe practices to avoid potential personal injury and to minimise the risk of potential property damage.

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5. Risk Assessment

Pets and children are required to be removed from the working area.

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5.1. The area where the engineer will be carrying out work will need to be clean and presentable.

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5.2. The customer on site MUST be over the age of 18 and MUST stay on site until the engineer has left the property.

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5.3. The engineer has the right to reject any work should the above criteria not be met and the flat rate fee will be none refundable.

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5.4. The engineer will note any pre existing damage to the working environment on the job inspection sheet with picture reference prior to work commencing and will request this is acknowledged in the form of a signature by the customer.

 

5.5. The engineer will use all PPE necessary to protect the working environment. In the event that there may be a risk of potential property damage or disturbance i.e siliconed plinths that may need to be cut in order to be removed to obtain accessibility to the appliance, then you will be informed of the requirements to enable the repair to go ahead. We are not liable for damages on poorly fitted plinths and adjacent units. All appliances should be fitted as per the manufactures fitting instructions.

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By checking these simple points you will avoid any loss of payment made should the engineer not be able to carry out the repair to your appliance. By contacting us with further requirements means we can provide you with more guidance therefore avoiding any unnecessary added costs.

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6. Repair Safety

Each and every appliance serviced by Homefix is thoroughly checked for electrical safety using the Homefix 5 point electrical safety check system to ensure the customer has the ultimate peace of mind and assurances that the appliance being used is deemed fit for purpose and most importantly safe for use. This provides our customers with the complete Homefix assurances.

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7. Homefix Right Of Cancellation

Homefix reserves the right to refuse service if the environment is deemed unsafe/unfit. The environment shall be presentable and clear of pets and/or children.

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8. Speed Of Service

Homefix aim to schedule an appointment within a maximum of 3 working days. However during busy periods or due to engineer sickness/annual leave this target may not be always achievable.

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9. Ordering Parts

We carry a selection of commonly used parts to enable us to complete a first time first fix repair where possible. Unfortunately it isn't possible for our engineers to stock everything due to the amount of different makes and models of appliances in the industry today, therefore there will be instances where parts will need to be ordered. In this instance you will be advised of the cost and lead time of the spare part before placing the order for the replacement part/parts. All payments for the spare parts are taken at the time of Homefix placing the order. Spare parts are non-returnable and non-refundable once fitted unless faulty within the guarantee period to which Homefix will replace free of charge.

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10. Out Of Stock/Obsolete Parts

In instances where parts are out of stock with our suppliers so they have been specially ordered, there may be a long delay for these parts. If your repair is affected by parts that are out of stock, you will be advised of the possible delay and given a maximum lead time before agreeing to the continuation of the repair prior to Homefix ordering the parts required. We cannot cancel special orders and they are none-refundable once the order has been placed unless the lead time passes. If any spare part exceeds the lead time and you wish to cancel the order, we will refund in full the cost of the spare part/parts (excluding the flat rate charge). If the part is obsolete we do not refund any flat rate charge paid in this instance. Parts that are in stock with our suppliers and ordered, we will aim to schedule and complete the return repair as soon as possible once the part/parts have been delivered.

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11. Failed Bearings On Washing Machines

Our company ethos is to repair every appliance where possible however please note although we do carry out tub and drum replacements for failed bearings or damaged tubs on washing machines, we will openly advise you if we believe this to be cost effective or not for yourself based on the age and cost of your appliance. We are happy to carry out this repair however we do provide our customers with complete honesty and recommendations to ensure the customer receives the best possible and most cost effective outcome. 

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12. System Work On Refrigeration Appliances 

Homefix only carry out system work on refrigeration systems using the current r600a refrigerant, With any system repair our experienced and skilled engineers will attempt to provide a successful repair however this unfortunately cannot be identified until the system had been physically broken into and checked to obtain the system pressure and level of refrigerant in the system. In the event a unit is deemed beyond economical repair due to incurring an unrepairable system leak or major blockage that is unable to be extracted from the system then the engineer will advise you of this outcome however no refund for the fixed rate will be provided. 

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13. Fitted Part But Now Also Requires

In instances where our engineer has determined that a part is faulty, all efforts will be made to further investigate and identify any other faulty part on the appliance. In some instances we may need to rectify one fault to find another, especially where PCB's (Printed Circuit Boards also known as control boards or programmers) are concerned. When a spare part has been identified as faulty and that part is later paid for and replaced, if another unrelated part is then identified as faulty, we will quote you for the part in the same way however a new flat rate charge would apply should you wish to additionally have this replaced in the event we then need to order the part and schedule a return visit as this would be classified as additional work to be completed outside the agreed terms at the point of booking. A part that has been fitted to your appliance is non-returnable and none-refundable unless the new part is faulty and/or the engineer has mis diagnosed the faulty part. In the event of a suspected mis-diagnosis, we will clearly demonstrate to the customer that the original part was faulty and needed replacing.

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14. Guarantee Period

All repairs carried out by Homefix come with a standard 60 day guarantee period with exclusions noted in 14.3 and 14.4 of the guarantee period. The guarantee covers the call out, labour and parts fitted. This does not affect your statutory rights under the Consumer Rights Act 2015 or any applicable laws. 

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14.1. Whilst we strive for complete customer satisfaction, it is important to note that after diagnosing a fault, we cannot guarantee that other issues will not arise either on the same day or in the near future. Additional faults may arise that appear similar to the original issue.

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14.2. Should a fault occur that is related to the original repair within the guarantee period the engineer will rectify the issue at no additional cost.

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14.3. Please note repairs where a foreign item/blockage has been removed, this does NOT include any form of guarantee.

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14.4. The guarantee does NOT cover any cosmetic, consumable or fragile parts such as ceramic hob glass cooktops, door glasses, door seals, rubber hoses, control fascia transfers and oven bulbs

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14.5. Homefix holds no liability on issues resulting from misuse or unauthorised repairs by third parties.

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15. Guarantee Invalidation

Upon completion of any repair carried out by Homefix, the repair guarantee is to ensure that the repair has been completed correctly and to our high Homefix company standards. In instances where the customer claims that the repair has not been effective, then we MUST have the opportunity to inspect the appliance and if needed, rectify the issue. In the event that a third party or independent engineer has attended, we reserve the right to void any Guarantee period. We will not reimburse any third party service fees nor refund for any previous repair if we have not had the opportunity to inspect the appliance before the intervention of a third party.

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16. Appointment Bookings

All appointments booked by the customer are a guidance only and provided with a 3 hour time window, sadly we cannot guarantee to arrive at the exact time chosen at the point of booking due to the nature of the routing schedules and sometimes appointments may need to be adjusted to accommodate this. Therefore we have to give marginal flexibility of 1.5 hours either side of the scheduled time slot selected.​ i.e where a customer opts for an appointment for 11:00am then the engineer could arrive between 09:30am - 12:30pm. Most companies provide an all day or AM/PM appointment diary system however we opt for a different approach by providing a three hour window in attempt to be more accommodating for our customers.

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17. Engineer Delays

Whilst every effort will be made to arrive at each appointment on time, unfortunately unforeseen delays can and do happen. In the rare occasion the engineer is running behind schedule then you will be notified of the delay and an updated time of arrival will be provided. Should you wish to cancel the appointment due to an engineer delay outside of the 3 hour window then the call can be rescheduled and no charges will be incurred.

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18. Customer Out Cards

In the unlikely event our engineer arrives at the provided address within the agreed time slot and the customer is not home, the engineer will attempt to contact the customer using the supplied contact number. If Homefix is unable to make contact with the customer then the engineer will be advised to leave an outcard and take an image of the front door to show attendance before being instructed to proceed to the next job on the route. The customer will then have to rebook a new appointment and incur an additional £39.99 call out charge. A partial refund will be provided shall the customer opt to not rebook the repair however Homefix will deduct a £39.99 call out charge and refund the remaining balance as per section 19 of our terms and conditions. The engineer will not return on the same day unless feasible due to routing eligibility and having to adhere to busy time schedules to avoid other potential customer delays. 

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18.1 In the event the customer is not home but Homefix are able to make contact with the customer then engineer will allow upto 15 minutes for the customer to arrive at the property to enable the repair to go ahead. If after the 15 minute period has passed and the customer has still not arrived then the engineer will leave an out card and proceed to the next job on the route. The customer will then have to rebook a new appointment and incur an additional £39.99 call out charge.

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19. Appointment Cancellation

You will receive a full refund should you wish to cancel your appointment booking, however any cancellations have to be made within 24 hours prior to the service visit. Any cancellations within the 24 hour period then customers will receive a partial refund only. A £39.99 call out charge will be deducted if cancelled within the 24 hour period. Please contact us at your earliest opportunity should you need to reschedule the appointment.

20. Privacy Policy
Your personal information is collected solely for service management and communication. We do not share your data with third parties without your explicit consent, except for legal compliance.