In these Conditions, the following words have the following meanings:
"Appliance" means the boiler, fire or water/wall heater of product in respect of which you request the Repair Service;
"Fee" means the fee for the provision of the Repair Service as advised to you by Customer Service;
"Order" means a request for Repair Services made by you from Customer Service;
"Property" means the premises where Repair Services are to be provided, as specified by you in the Order;
"Repair Service" means an on-site diagnosis and, if applicable, repair of faults in appliances.
"Visit Date" means the date on which Customer Support representative provides the Repair Service at the Property.
The Repair Service - Our engineer will attend the Property on the agreed date.
Our engineers carry a comprehensive range of spare parts with them on each visit. If our engineer is able to repair the fault immediately following diagnosis, he/she will do so. If our engineer does not carry all parts necessary to repair the fault at the time of diagnosis, we will arrange a mutually convenient date for an engineer to return to perform the repair.
Our engineer will use all reasonable efforts to repair a diagnosed fault. However, we cannot guarantee to be able to repair every fault diagnosed. If an engineer is unable to repair a fault, or if our engineer diagnoses the necessary repair for your central heating system (we will inform you of the nature of the fault and will advise you of what he/she considers to be any reasonable course of action available to you, which may include that it is beyond repair and requires replacement. If your Appliance is deemed beyond economic repair will offer to supply you with a quotation for a replacement.
If you are unable to allow our engineer to access the Property on the agreed date, you should contact us as soon as is reasonably practicable (and in any such event before 12 noon on the day preceding such date) to arrange an alternative date for provision of the Repair. Once inside the Property, if your Appliance has been installed in an area where it is inaccessible,24 hours is needed to rebook. If our engineer cannot gain clear and safe access to it and we are therefore unable to repair the Appliance, we reserve the right to charge £15.00, if our engineer attends and he is unable to complete the repair service, either boiler service, repair or safety check due to no gas or a tenant not being in the property we reserve the right to charge £15.00.
Our engineers will exercise reasonable care and skill in providing the Repair/Service.
We will, free of charge, re-perform any Repair/Service where the same Appliance fault repaired by one of our engineers in providing the same fault reoccurs within 14 days previous the Visit Date. This guarantee will not apply where the same defect arises again as a result of:
(i) wilful or accidental damage;
(ii) use of the Appliance otherwise than in accordance with the user instructions;
(iii) any tampering with, or alteration of, the Appliance by anyone other than us; or
(iv) a fault in any other appliance, such as (without limitation) your ancillary heating system to which the Appliance is connected.
To take advantage of either of these guarantees you must contact us as soon as reasonably practicable upon becoming aware of the defect.
THE GUARANTEES SET OUT ABOVE DO NOT AFFECT YOUR STATUTORY RIGHTS AS A CONSUMER. If you prefer, you may rely on your statutory rights rather than make a claim under the guarantees. For further information about your statutory rights please contact your local authority Trading Standards Department or local Citizens Advice Bureau.
If you need to contact us at any time or you have any queries or complaints, please contact us via Customer Service by e-mail to firstname.lastname@example.org on 02890343665 or by post to 14a Carnmoney Road BT36 4QP