Glotech Repairs Terms & Conditions

1. Appliance Repairs

• 1.1. Our one-off fixed charge covers the cost of the service engineer's call-out, diagnostics, and labour. This charge applies regardless of the number of visits or the time spent on-site. It may cover any one or more of these services (call-out, diagnostics, or labour) but is not limited to covering all of them. The charge applies even if only one visit is needed and whether or not a repair is ultimately made. It is a comprehensive charge based on the fault description provided to us. Please note, there are additional applicable charges for certain brands or product types including but not limited to Miele and Fisher Paykel.
• 1.2. Any spare parts required will be charged for separately (unless specifically stated otherwise).
• 1.3. We aim to repair most domestic appliances, but the manufacturer, appliance type, model and age will have a major influence on whether we can promptly obtain replacement part(s) and ultimately complete the repair. It should also be noted that once a specific appliance is no longer made the manufacturer will only stock replacement parts for a given period.
• 1.4. We require payment before or on the day of the engineer's first visit via Cash or Debit/Credit Card (exc. American Express). Payment for any parts that are to be ordered must be paid for on the return visit. If a required part is a special order or of a large cost we may ask you to pay for the part before we can place the order. Parts which are not required, but have been paid for, will be refunded.
• 1.5. Our engineer will call out on the agreed date and time to carry out the repair to your appliance. If at the time of the call out any required part(s) are unavailable our service engineer will usually order the part(s) within 1-2 working day of the call out. The item(s) will then be delivered to us within 2 working days of the order being placed. If the part(s) are not in stock this can take anything from 3 working days with the norm being around 10 working days. It should be noted that unfortunately there are a handful of manufacturers whose parts are not easily sourced and in some cases these have to be obtained from abroad which will result in a delay in completing the repair. As soon as the part(s) are available we will contact you to arrange a new appointment date to complete the repair.
• 1.6. We do our utmost to attend on the date and time agreed with you at the time of booking, this includes bookings made via our website. However occasionally may be unable to attend to the aforementioned. Should this happen, we will offer to reschedule the appointment date and time with you. If one of our Glotech Repairs Network engineer (Local Engineer) is attending to your property then they may contact you directly.
• 1.7. We do not repair commercial appliances however we will repair domestic appliances installed in commercial premises. In such instances we do not offer a guarantee on these repairs.
• 1.8. We do not accept liability for any losses which you may incur before, during, or after, us providing our products/services. This includes, but is not limited to; food loss and laundry costs.
• 1.9. If you wish Glotech Repairs to repair more than one appliance in your property each appliance will be charge at the normal repair rate.
• 1.10. Free parking or a valid permit must be provided to the engineer attending your repair on behalf of Glotech Repairs. If this is not provided, you may be charged for parking. If you are within the London congestion or ULEZ zones, you may also be charged for these. Any fines incurred will be charged back to the customer. These charges will be in addition to any other fees. Please refer to our charges or contact us for more information.
• 1.11. Should your appliance repair require the services of two (2) or more engineers for e.g. repairs to a tumble dryer which is stacked on top of a washing machine, additional charges may apply. This information can be provided to you upon request.
• 1.12. We reserve the right to refuse the installation of any spare parts not sourced through Glotech or its representatives, as we cannot ensure their safety or validity. If we agree to install such parts, the repair and any associated work will not be covered by any warranty. Additionally, if the part is incorrect or any issues arise requiring further visits, additional charges will apply.
• 1.13. For all services provided, a fixed fee for consumable materials, including but not limited to adhesives, screws, heat shrink tubing, cable ties and similar items, will be applied under the designated part number "SUNDRIES." The standard fee for consumable materials is set at £3.00 per service instance. The fee may be subject to adjustment based on the actual quantity and type of consumable materials utilised during the provision of services. In such cases, the final fee will be reflective of the materials used, and the adjusted charge will be communicated to the customer. The consumable materials fee is non-negotiable and will be automatically included in the total service cost.

2. The Glotech Repairs Network

• 2.1. A Glotech Repairs engineer may not always attend your repair. In an instance when this happens an engineer (Local Engineer) part of the Glotech Repairs Network will attend. These engineers are fully vetted by us and should be treated the same as a Glotech Repairs engineer. Regardless of who attends this will not affect the labour charge or any of your terms and conditions. The Local Engineer is responsible for the guarantee of the appliance and any damage caused through negligence.

3. Issues that may arise during your repair

• 3.1. If at the time of the call out the fault is found to be as a result of misuse, neglect or poor installation or, the appliance type or fault is not as described originally we reserve the right to charge you the full labour rate.
• 3.2. If we are unable to obtain spare parts from our suppliers to repair the appliance. Then we would be unable to fix your machine under such circumstances you will still be charged the full labour rate.
• 3.3. Some repairs will require that the appliance is fully accessible (e.g. able to be moved from under a work surface without damaging the surrounding facia). If your appliance cannot be easily accessed to facilitate the repair we reserve the right to abort the repair. In such instances we reserve the right to charge you the full labour rate.
• 3.4. You are expected to give as much notice as possible when cancelling repairs. If we have already attended and the repair has started you will be charged the full labour rate.
• 3.5. You shall provide safe and sufficient access for the installation or removal of any goods. While we will take all reasonable measures to avoid damage to flooring or adjacent fittings, we disclaim any liability for such damage unless it is conclusively proven to be caused solely by our gross negligence. We will inform you if we believe there is insufficient access, and you may reschedule your booking once the appliance is accessible. Any damage must be reported to the engineer at the time of the visit or to the Service Manager within 48 hours. Failure to report damage within this 48-hour period will result in a waiver of any claims against us. We are not liable for any damage resulting from pre-existing conditions, structural weaknesses, unforeseen obstacles, or any factors beyond our control. Furthermore, we are not responsible for any consequential or incidental damages under any circumstances.
• 3.6. If we are unable to repair your product due to parts being obsolete/unobtainable or the product is simply uneconomical to repair then you will be charged the labour rate. Any parts fitted will be refunded or not charged for after removal.
• 3.7. If rodents (e.g., rats or mice) or insects are present in the property at the time of the repair, we reserve the right to abort the repair due to health and safety concerns. This measure is in place to minimise contamination and protect the health of others. In such cases, the full labour rate will still be charged. Our engineers are instructed to follow protocol and leave the premises immediately upon identifying an infestation. We will advise on rescheduling once the property has been confirmed to be rodent-free and insect-free.
• 3.8. If the environment where the repair is to be conducted is found to be unhygienic or excessively dirty, posing health and safety risks, we reserve the right to abort the repair. The full labour rate will still be charged. We will advise on rescheduling the appointment once the environment has been suitably cleaned and deemed safe.
• 3.9. If the appliance type or size reported to us differs from the actual appliance (e.g., a 60cm fridge freezer vs. a side-by-side American style), we reserve the right to amend the labour charges accordingly.
• 3.10. Special order parts that are required for your repair and specifically ordered for your appliance are non-refundable once the order has been placed. It is the customer's responsibility to confirm the need for such parts before the order is made. In the event that the repair is cancelled after the special order parts have been purchased, the cost of these parts will still be charged in full.
• 3.11. If two or more scheduled visits are missed, a missed visit fee equal to the full labour rate may be applied. While we strive to accommodate our customers, it is not Glotech's responsibility to ensure clients are present to grant access. Clients are expected to be present at the agreed date and time. If you need to reschedule, we kindly request that you notify us in advance.
• 3.12. If an engineer identifies a faulty part during testing, they may need to repair it to diagnose further issues. This is especially relevant for components like PCBs and control devices. If a new fault is found after a part is replaced, additional parts will be quoted and charged separately. Note that fitted parts are non-returnable and non-refundable unless proven faulty or misdiagnosed.
• 3.13. In the event of non payment we shall take such action as we consider appropriate to recover our fees which may include engaging third party debt recovery agents to recover the outstanding amount and/or instigating proceedings against you in the county court. In such cases, all costs will be added to the principal sum owing plus £30 admin fee and interest to recover costs levied by the Debt Recovery Agents.

4. Guarantee period

• 4.1. All repairs carried out by Glotech Repairs, or a repairer acting on our behalf, are guaranteed for 6 months, for both labour and parts. This guarantee does not cover any subsequent unrelated breakdown / fault(s) to the appliance. It also becomes invalid if the appliance has been repaired, serviced, or spare parts installed or purchased by/from anyone other than Glotech Repairs or a repairer acting on our behalf, since our last visit, or is moved to a new address.
• 4.2. Certain parts and consumables are excluded from warranties, including but not limited to refrigeration gases, belts, pulleys, motor brushes, door components (handles, seals, glass), cosmetic parts (knobs, trims), lamps, LEDs, and internal furniture (shelves, baskets). Parts that fail due to use or appliance faults, such as fuses, PCBs, or belts, are also not covered and must be replaced before testing. For further clarification on consumable parts, please contact us.

5. How to contact us or complain

• 5.1. At first instance please call us and we'll always try to resolve your complaints as quickly as possible. Failing this we would like everything in writing so please email us on repairs@glotech.com or write to us at Glotech Repairs, Unit 2 Soothouse Spring, Valley Rd Ind Est, St. Albans, Herts, AL3 6PF.

6. Use of the Glotech Repairs website (www.glotechrepairs.co.uk)

• 6.1. Global Repairs trading as Glotech Repairs. Copyright Notice © 2015 all copyright and other intellectual property rights in any material contained in this web site are owned by Global Servicing. The web site contains trademarks, including the Glotech Repairs name and logo which belongs to Global Repairs Limited.
• 6.2. You may:

6.2.1. Access any part of the web site

6.2.2. Print off one copy of any individual page for your personal use only.

• 6.3. You may not:

6.3.1. Copy (by printing off onto paper, storing on disc or in any other way), distribute (including distributed copies), alter or tamper with in any way or otherwise use any material contained in the web site except as specifically permitted above.

6.3.2. Copy, distribute or otherwise use any material from the web site for any commercial purpose.

6.3.3. Remove any copyright, trade mark or other intellectual property notices contained in the original material from any material copied or printed off from the web site.

• 6.4. Link to external web sites, documents, or any other electronic files.

6.4.1. The Glotech Repairs web site includes links to external web sites. These links are provided to help you find additional information quickly and easily. Glotech Repairs accepts no responsibility for the content of these web sites.

7. General Disclaimer

• 7.1. Glotech Repairs has done its best to ensure the accuracy and currency of the material contained in this web site but makes no express or implied warranties or representations about any of the content of this web site. Glotech Repairs accepts no responsibility for loss or damage which may arise from reliance on information or advice contained in this web site and shall not be liable for any typographical or other errors or emissions within the material contained in this web site.

8. Amending these Terms & Conditions

• 8.1. We reserve the right to change these terms and conditions at any time and without notice. Any such changes will take effect when posted on the website and it is your responsibility to read these terms each time you place a booking. By placing a booking you are indicating your acceptance to be bound by the latest terms and conditions.

9. Data Protection

• 9.1. Glotech Repairs and its third parties will use your information (which you or others have given to us) to provide you with any request service(s) and for administration (this could include recovery of any monies owing), marketing (by us or the companies we work with), marketing research, regulatory reporting, customer surveys, analytics and testing purposes, and to check and verify your identity. We may also share your information with other companies part of the Glotech group of businesses or third parties acting on our behalf.
• 9.2. We (including other companies part of the Glotech group of businesses or third parties we work with) may use your information to tell you about any offers, products or services which may be of interest to you.
  You may be contacted by post, telephone, mobile, email and/or other electronic messaging services, unless you request us not to do so by writing to Data Protection Department, Glotech Repairs, Unit 2, Soothouse Spring, St. Albans, Hertfordshire, AL3 6PF.
• 9.3. You may request a copy of your data. We may ask you for a small fee of £10.