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Terms and Conditions

By booking a repair with Respond Services, you are agreeing to be bound by our terms and conditions. (click here for details)

We have highlighted the main points to make this document easily digestible, but it is Important that you read the document carefully and in full, before booking a repair. These terms and conditions are applicable whether you book your repair online, by telephone with one of our call centre operatives, or directly with the engineer.

Key Points:

  • You (or a responsible adult) must be present for our engineer. If you are not at home when our engineer arrives, you may be liable to a charge for a wasted visit (click here for details)

  • If you need to cancel an appointment or rebook the appointment for an alternative time, you agree to give us at least 24-hours’ notice. Failure to provide sufficient notice may result in you being charged a Late Cancellation Fee (click here for details)

  • Please ensure that the information you provide is correct by checking the details in your booking confirmation email. You are responsible for the accuracy of the information (click here for details)

  • You are responsible for ensuring that a suitable parking space is available for our engineer’s van, within easy access of your home (click here for details)

  • Your appliance must be accessible for the engineer to repair. You may incur a charge if the appliance cannot be repaired due to an incorrect installation or lack of access (click here for details)

  • If the engineer finds that the appliance does not have a fault you may be charged for the visit (click here for details)

Terms

This website is operated by Respond Services Limited, a private limited company registered in the UK under company registration number 4057376. The registered office for the company is 9 Decimus Park, Kingstanding Way, Tunbridge Wells, Kent TN2 3GP.


“Website” or “site” refers to any data stored on the domains or any subdomain of Respond Services Limited, including, but not limited to: www.respondservices.co.uk, www.repairs.uk.com


“The Company”, "our", “us” and “we” refer to Respond Services Limited


“You” and “your” refer to any user of this website or any service provided by the Company


“Engineer” refers to an employee of the Company, acting on behalf of the Company


“Repair” refers to the attempt by an engineer to rectify a diagnosable fault


“Repair visit” refers to the attendance of an engineer to your property for the purpose of a repair


By accessing this website, you agree to be governed by these Terms and Conditions which relate to all activity between you and the Company including agreements for repair visits and the purchase of replacement spare parts.


Should you not agree with any element of these Terms and Conditions, you should not continue to use this website or enter into any contract with the Company, or utilise any service of the Company. We advise you to read and print a copy of these terms and conditions before accessing any other part of the site.


Key points are offered to highlight and emphasise some elements of these Terms and Conditions that are of particular relevance, but are offered as part of the full terms rather than as an abbreviated version of the Terms and Conditions.

Wasted visits

If you are not at home to attend the engineer when he arrives on your appointed repair visit day, or you cannot be contacted, the appointment will be cancelled and a wasted visit fee may be charged. The amount payable for a wasted visit fee is £30, excluding VAT.


We will provide you with an estimated arrival time for the engineer’s repair visit, by email or text message. This should be treated as an estimate only and no liability will be accepted by the Company as a result of the engineer failing to arrive at this time.


If you are unable to be in attendance when our engineer visits, an appointed responsible adult may be in attendance in your place. Any instruction or direction given to our engineer by your appointed adult will be taken as an instruction or direction from you. Our engineers are unable to attend a repair in a property with an unattended minor (child under sixteen years of age). If our engineer is unable to access the appliance due to the absence of an appointed responsible adult, you may be charged a wasted visit fee.


Wasted visit fees are charged at £30, excluding VAT, in all cases. We reserve the right to refuse future repairs if a wasted visit fee has been incurred and remains unpaid.

Cancellations

You may cancel your repair any time up to 24 hours prior to your appointment without reason and you will not incur any charges. If you wish to cancel your repair within 24 hours of the repair visit, you may be required to pay a late cancellation fee. If you have booked a same-day repair visit and you cancel the repair before the engineer arrives, the late cancellation fee will be waived.


If you need to rebook your appointment for any reason, the same charges are applicable to those for a cancelled appointment.


Late cancellation fees are charged at £30, excluding VAT, in all cases. We reserve the right to refuse future repairs if a late cancellation fee has been incurred and remains unpaid.

Repair details

If you are booking your repair by telephone, you will receive a confirmation of the details that we have taken from you, by email. Please make sure that all of the details that we have recorded for you are correct. If you have not received the confirmation email within 30 minutes of booking your repair by telephone, please contact us at your earliest convenience. Please check your Junk Mail folder before contacting us. Once you have received the confirmation email, it is your responsibility to inform us of any errors that have been made in the repair booking details.


If you are booking your repair online, please make sure you provide as much detail as possible, including other contact numbers should our engineer be unable to get through to your primary contact number. A confirmation email will be sent to you with the details of the repair, once the repair has been allocated to an engineer. Confirmation emails are usually only sent during office hours.


Whether your repair is booked online, by telephone or with your engineer, you are responsible for the accuracy of the data you provide us with. Any wasted visit that occurs as a result of incorrect contact details, appliance details (including the model number, product number and serial number) or repair dates and times will result in a wasted visit fee being charged.

Parking

It is usually necessary for our engineers to carry large tool bags and spare parts from their vehicle to your property and will need to park within a reasonable distance from your property. It is your responsibility to ensure that adequate parking provision is provided for our engineer’s vehicle. If you live in an area with controlled parking zones (CPZ) requiring either visitor permits or the purchase of parking tickets, please ensure that these are available prior to the engineer’s visit. If the engineer is unable to park within a reasonable distance of your property it will not be possible to attend and a wasted visit fee may be charged.

Accessibility

Your appliance must be installed in accordance with the manufacturer’s installation instructions. If our engineer is unable to access the appliance due to the way it has been installed, he will not be able to complete your repair. In such instances, you will be required to organise for the appliance to be removed from its installation and our engineer will return on an alternative date to undertake your repair. You will also be charged for the wasted visit.


In some cases it may be possible for the engineer to remove the appliance from its installed location. However, we will not make good to the affected areas, such as if we need to cut out silicone around plinths, worktop cut-outs or chimney sections.

Under-guarantee or insurance policy repairs

Our engineers may undertake repairs to your appliance on behalf of the manufacturer during the guarantee period, or on behalf of an insurance company. We are only able to undertake repairs covered by the terms of your agreement with the manufacturer or insurer and it is your responsibility to check that the fault you have called us out to repair is covered. Please ensure that you have read the instruction manual for your appliance before calling out an engineer, to ensure that you have followed the guidance of the manufacturer for use and maintenance of the machine. Particular attention should be paid to the section entitled "What to do if..." If you are unable to locate your instruction manual, please contact our call centre and they will guide you to the relevant website.


If our engineer is unable to find a fault, or if the fault is as a result of misuse, incorrect installation or lack of maintenance, the repair will not be covered by the manufacturer or your insurer. Your engineer will inform you if your repair is not covered and give you the option to have your appliance repaired as a chargeable repair or to pay a call-out and diagnostic fee, as detailed here.


You must provide insurance policy documents for insurance repairs or a proof of purchase for under-guarantee repairs. Failure to provide a proof of purchase or insurance documents will mean that the repair will be chargeable to you at our normal chargeable repair rates, as detailed here.

Repair process

The repair of a domestic appliance, like any machine, is a process that involves many factors that can determine the time it takes to complete the repair. Whilst our engineers are dedicated to specific appliance manufacturers and are familiar with the products and models there will always be an element of past experience that would help an engineer’s diagnosis and subsequent repair. For some repairs, replacement parts may need to be ordered or further enquiries made which may necessitate a return visit and add to the time to complete the repair.


Our labour charges are not applied by time and we only make one single charge for our labour when the repair is complete regardless of how many visits. Therefore it is in our interest as well as your own to complete the repair as quickly as possible and preferably on the first visit. We do all we can to achieve this objective and in the main we are successful, however we cannot be held responsible for the breakdown of an appliance and there will always be an element of inconvenience when a machine fails. We will not accept any claims for loss caused by the breakdown of an appliance and the subsequent time or visits required to complete a repair.

Repair dates

The appointment date offered on the website is subject to availability and appointments are offered on a first-come, first-served basis. In some cases we may need to give you an alternative booking date.


We cover certain postcodes only. If you book for a postcode not listed we will let you know the details of the repair agent that is responsible for your postcode, but will not be able to discuss any availability of appointments. The repair agent may not be able to offer an appointment on the date you have selected and The Company accepts no liability for this. All terms and conditions, charges and operational policies detailed on this site are exclusive to The Company and have no bearing on those of any other repair agent.

Payment

Payment for chargeable repairs can be made by cash, cheque, credit card or debit card. Payment must be made to the engineer on the day of the repair visit. Credit and debit cards can be processed by our engineers using a virtual payment terminal. Our preferred payment method is by debit card. We accept Visa, Maestro and Mastercard payment cards. We do not accept American Express.


If you are unable to be present during the repair and wish to pay by credit or debit card, please inform our call centre operative at the time of booking your repair and they will be able to take a deferred payment for you, which will only be processed after the engineer’s first visit.

Ownership of replacement parts

Any replacement parts fitted by our engineer remain the property of Respond Services Limited until all charges associated with your repair have been paid by you to the Company. In the event that payment is not received by the Company for a repair, we reserve the right to remove and reclaim any fitted parts from your appliance.


Our engineer may be able to dispose of some scrap parts for you, once the part has been replaced. However, we are unable to dispose of refrigeration doors as there is a legal requirement for them to be recycled. Should you wish our engineer to take the door for recycling a charge will be levied of £10 including VAT to cover the recycling costs.


Due to the space restrictions of our engineers’ vehicles it may not always be possible for our engineers to remove larger scrap parts from your property. In such an event, our engineer can move the scrap parts to an appropriate location on your property so that you can arrange for collection by your local council.

12-Month guarantee

All chargeable repairs paid directly to the company and undertaken by the Company are covered for a period of 12-months. Should the cause of the same fault return during the 12-month period, it will be deemed to be a continuation of the original repair visit and you will not be charged. The 12-month guarantee relates exclusively to the repair undertaken by the Company and does not cover your appliance for additional or different faults.


If you suspect that the original fault has returned, you must inform our receptionist before booking the return repair visit. Only upon confirmation by our engineer after inspecting the appliance will the repair visit be deemed to be a continuation of the original repair. If the engineer finds that the repair is unrelated a repair fee will be charged at our normal rates.


If a continuation of the original repair visit is invoked and parts that had previously been replaced have failed, they will be replaced free of charge. If parts that had not previously been replaced are required, they will be chargeable to you.


The 12-month guarantee does not cover adjustments to components or clearance of blockages.


You must retain your original repair visit receipt as evidence of the completed repair.

Damage

It is your responsibility to ensure that there is adequate access to the appliance to enable an inspection or repair to be carried out. The appliance may need to be removed from the installed position and our engineers will take all reasonable precautions to avoid damage to the appliance, surrounding cabinetry, and flooring. In the case of a floor standing product, such as a washing machine, dishwasher, tumble drier etc. positioned in a confined location and encased by cabinetry and worksurface, the machine will likely have to be pulled forward, with little clearance from the floor, to gain access to the top and rear of the appliance.

 

We would expect the appliance to have been installed to specification, the removal to be unhindered by other fixtures or fittings, and the flooring or base on which the appliance is positioned to be level and flat and clear of any debris that may be caught by the appliance as it is moved and may damage the floor. Should you have specific concerns about damage to any surrounding surfaces you should raise these with the engineer or have the appliance removed prior to our visit and reinstalled after the engineer has completed the repair. Our engineer may refuse to move an appliance if they feel that there is a high risk of damage occurring.


The repair of domestic appliances can often be a dirty and involved task and the Company will not accept any liability for damage caused by the poor or incorrect installation of the appliance, the condition of the surrounding surfaces and floor or if you have not made adequate preparation for the repair in order to mitigate any damage.


Should any damage to your property occur, you must inform our engineer before he leaves your property and details of the damage must be documented on his repair docket before you sign it.

Privacy Notice

By booking a repair visit with Respond Services, you agree to us storing certain data about you and your appliance and any repairs that we have undertaken on your appliance, beyond the life of the repair. All data that is stored by the Company is kept to ensure that an adequate service history is available to our engineers for future repair visits. We do not retain any superfluous or irrelevant data.
This privacy policy sets out how Respond Services uses and protects your personal data.
We are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using our services, you can be assured that it will only be used in accordance with this Privacy Notice.

Data we collect

We may collect the following information:
Contact information including full name, email address, contact phone numbers and addresses.

How we process your data

We require this information to provide you with a better service, and in particular for the following reasons:
Schedule, deliver and complete a service visit to your home either through a Respond Services service engineer or a third party engineer contracted by Respond Services to deliver this service to you. As part of the service visit or service transaction we may send you an email afterwards to ask for your feedback in a short survey.
Internal record keeping of service visits and transactions.
Record keeping to ensure quality services in the event that you contact us again with a question or issue with your appliance.
We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or other’s rights, property or safety.

Who has access to your data

We may share your personal information with third parties where required by law, where it is necessary to administer the working relationship with you or where we have another legitimate interest in doing so.
Recipients of your data may include third-party service providers; other related business entities; a regulator or to otherwise comply with the law.
Where we do so, we will require third parties to respect the security of your data and to treat it in accordance with the law.
We may transfer your personal information outside the EU. If we do, you can expect a similar degree of protection in respect of your personal information.

Limits of Information use

We will not use any information collected for purposes of a service visit or transaction for any future marketing purpose. We do not sell, trade or otherwise transfer to outside parties your personal and identifiable information for any marketing or other purpose not related to the service visit and experience.
Any personal and identifiable information transferred to trusted third parties who are assisting us in conducting our business or servicing you will be kept confidential and maintained and protected to the same standard as it is with Respond Services.

Security of your data

We have put in place appropriate security measures to prevent your personal information from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal information to those employees, agents, contractors and other third parties who have a business need to know.
We have put in place procedures to deal with any suspected data security breach and will notify you and any applicable regulator of a suspected breach where we are legally required to do so.

How we decide how long to retain your data

We will only retain your personal information for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.
To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

Your rights

You have the right to:
•        Request access to, and a copy of, your personal information
•        Request correction of the personal information that we hold about you
•        Request erasure of your personal information.
•        Object to processing of your personal information where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground. You also have the right to object where we are processing your personal information for direct marketing purposes.
If you wish to view the data records that we hold for your repair, please send your request to the address at the foot of this page and we will respond with full disclosure within 28 days.
If you believe Respond Services has not complied with your rights, you can complain to the Information Commissioner.

Cookie policy

To make this site work properly, we sometimes use cookies. A cookie is a small text file that a website saves on your computer or mobile device when you visit the site. It enables the website to remember your actions and preferences over a period of time, so you don’t have to keep re-entering them whenever you come back to the site or browse from one page to another.

Contacts and Company Information

Any correspondence by post (please state the department that you wish the letter to be directed to):


Respond Services Limited, 9 Decimus Park, Kingstanding Way, Tunbridge Wells, Kent TN2 3GP.


Copyright © 2018 Respond Services Limited. All rights reserved.

Respond Services Limited is a company registered in England (Company Number: 4057376). This is a subsidiary company of RSL Group.

 

Gas Safe Registered
Copyright 2018 Respond Services Limited. Registered Office: 9 Decimus Park, Kingstanding Way, Tunbridge Wells, Kent TN2 3GP.
A subsidiary company of RSL Group
We are part of RSL Group