PROPERTY APPLIANCE SERVICE LIMITED - TERMS OF BUSINESS 1. Introduction We, Property Appliance Service Limited, sell goods and/or services on these terms. If you place an order on our website or by phone, or by fax, or by email, or buy from our shop, these terms will apply. Consumer Customers only: Nothing in these terms affects your statutory rights as a consumer. Business Account Customers only: These terms supersede any previous oral or email discussions, but liability for fraudulent or grossly negligent misrepresentation is not excluded. Any variations to these terms must be agreed in writing (but not by email). 2. Business Account Customers Only Property Management Agencies and landlords with more than 10 properties are eligible for a business account. Management Agents acting on behalf of landlords must have written authorisation to act on their behalf and must have funds in place before any instruction and adhere to the DCLG PRIVATE RENTED SECTOR CODE OF PRACTICE – clause 4.3.4 Repairs and maintenance. For costs over £200.00 (two hundred pounds) the Management Agent must have specific written instruction from the landlord relating to the work requested prior to placing an order. With any instruction the contract to provide services and goods is between the Management Agent and Property Appliance Service Limited. It is a condition of the account facility we offer you that all expenses, including costs where the tenant is liable, are met by the instructing Management Agent. If a landlord defaults on a payment the Management Agent is required to provide all necessary details and assistance to allow us to legally repossess the goods and/or recover the debt and legal costs. 3. Payment Consumer Customers and Business Customers without credit accounts: You must provide a credit/debit card to secure any repair booking or the purchase of a new appliance. Payments for callouts/repairs are taken using the card given on the day we attend and for the purchase of new appliances on placing the order. We do not accept American Express card. Business Customers with credit accounts: If we have agreed to allow you a trade account, you must pay our invoices within 30 days of their invoice dates, or we may stop allowing you deferred payment, claim payment of all outstanding invoices and cancel/suspend any further services and or deliveries. We may charge interest on late payments in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 plus our costs in attempting to recover payment and/or legal costs to repossess the goods. If you exceed your permitted account limit we will suspend your trade account until payment is made to bring your account back within the agreed limit. 4. Work Undertaken We repair and sell electronic domestic appliances. Our appliance engineers repair most popular brands of domestic washing machines, washer dryers, dishwashers, tumble dryers, electric ovens, electric hobs, electric cookers and refrigeration. We do not repair Gas or Dual Fuel appliances which must be repaired by a qualified gas safe registered engineer. We do not repair American style refrigeration units, Microwaves or Commercial appliances. We sell and install a wide selection of electrical domestic appliances. We also offer an installation only service if you purchase your replacement appliance from another supplier. We do not install Gas appliances or Cooker Hoods. 5. Repair Bookings Each repair booking accepted shall constitute an individual legally binding contract between you and us. A minimum diagnostic/callout charge as advertised will apply for all repair bookings if the appliance is uneconomic to repair, parts are not available or if you decide not to proceed with the repair. If the appliance is economical to repair our advertised Labour charge will then apply (which will include the diagnostic/callout charge). Cost of parts used for the repair will be additional. If parts are required our engineer will provide you with a quote before commencing with the repair unless a repair limit has been agreed when the booking is made. Repairs for Agents or Landlords will only be quoted verbally / in writing if they exceed the agreed mandate set by your works instruction. Where appliances are double staked, the repair requires two engineers or a bench repair; we will quote the repair separately for your approval. 6. New Appliances Each appliance purchase accepted shall constitute an individual legally binding contract between you and us. We will require written instruction from you to proceed with the order to supply the new appliance. Any prices we quote will include the purchase of the appliance, delivery, installation and costs to remove/recycle your old appliance (excluding Gas appliances and Cooker Hoods). 7. Our Responsibility We will ensure that all parts and or materials supplied for repairs are as described, genuine parts will be specified as genuine parts and alternatives as pattern parts. We will carry out a diagnostics to establish any fault with the appliance and we will rectify it within the agreed cost. If after fitting parts there is a secondary issue that we could not have diagnosed without first fitting the new parts and extra works/parts are required, a further written/verbal quotation will be provided. We will only ever proceed with the repair once we have your acceptance. Where parts are required we will endeavor to source and return to fit them within a reasonable time subject to stock availability with suppliers and manufacturers. Where parts are placed on backorder with no delivery date from the manufacturer we will advise you and provide an estimate for delivery based on information available to us. If we quote a replacement appliance we will quote the closest replacement to match your current unit or other best options if the type of appliance to be replaced is no longer available. Any prices we quote will include the purchase of the appliance, delivery, installation and costs to remove / recycle your old appliance. 8. Your Responsibility For a repair booking you will permit us to carry out an inspection and thereafter to undertake the repair according to our agreement. You are responsible for ensuring that our engineer can gain clear and safe access to work on the faulty appliance. Customers remain responsible for all infrastructure and connections to water, power and waste outlets at the property. Where we are unable to de-install your appliance for reasons including (but not limited to) risk of damage to your property, poor installation, unlevelled flooring, glued/screwed in kick boards, damaged kitchen units, customers will be responsible for arranging at their expense an appropriate contractor to de-install the appliance. Our Installation only service is also subject to the above conditions. If the customer orders the wrong appliance from another supplier and we are unable to install it an attendance charge will apply, currently £98.40 (incl VAT). 9. Force Majeure Neither party shall be in breach of any obligation under this Agreement in whole or in part or be liable for any consequential loss and/or damage, if such failure results from an occurrence beyond the control and without the fault or negligence of the Client or Company and which the said party is unable to prevent or provide against by the exercise of reasonable diligence, including (but not limited to) acts of God, civil commotion, military or terrorist activity, sabotage, floods, unusually severe weather conditions which could not reasonably have been anticipated, lightning, fires, explosions or other catastrophes, lockouts, National or other strikes or any other concerted acts of workmen or other similar occurrences in their industry other than strikes or concerted acts by the Company's personnel. Upon the happening of a "force majeure" event we shall be entitled to a reasonable extension of time for the performance of our obligations. 10. Cancellations for Repair Bookings Bookings for repairs can be cancelled without incurring charges if made before 3pm the working day preceding the scheduled visit. Cancellations made after this time, missed appointments or failure to provide access via keys, tenants and/or Porters/Concierge services, whichever is applicable, will incur our standard callout charge, currently £60.00 (incl VAT). If we attend and find an appliance has been dismantled or worked on by an unqualified person we reserve the right to not repair the said appliance and to apply our standard callout charge. If our staff feel threaten due to aggressive behaviour they will leave and we will charge our standard callout charge. 11. Your cancellation rights for Goods supplied Where we have supplied a new appliance we will offer a full refund if an item is faulty or does not meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us. Purchases made online, email and phone order sales may be returned within 14 days of receiving them. To exercise the right to cancel, you must inform us of your decision to cancel your order in writing, including details of your name, address, details of the order you wish to cancel and contract details. You can cancel by email: repairs@pasltd.info 12. Returns If you exercise your right of cancellation within 14 days of receipt of the goods, you are obliged to retain possession of the goods and take reasonable care of them. We will repay any payment made to us by you for the said goods, subject to certain possible deductions or restrictions set out below: 1. You will be responsible for the cost of returning goods within 14 days of informing us of your decision to cancel. 2. We may make a deduction for the reimbursement for any loss in value of the goods caused by any use, damage or handling by you. 3. We will make the reimbursement without undue delay, and no later than 14 days after the day that we received the goods that we supplied back from you, or (if earlier) 14 days after the day you provide evidence that you have returned the goods. 4. A full refund shall be limited to the original purchase price paid for the unsatisfactory merchandise. 13. Transfer of Ownership The goods belong to us until we have received full payment in cleared funds, but you are responsible for their safekeeping as from delivery to you. You must return them if your payment is dishonoured or we will take legal action to recover the goods. If acting as an Agent you will be liable for any outstanding payments if your client defaults on any payment due to us. If they/you sell them or make an insurance claim in respect of them, you must hold the proceeds on trust for us. 14. Warranties for New Appliances In addition to your statutory rights as a consumer, we will pass on to you the benefit of any manufacturers’ warranties or guarantees, subject to any conditions that may apply (which will be specified in the documentation accompanying the goods). These may require return in the original manufacturer’s packaging. Installations undertaken by us have a separate warranty of 30 days for the said installation but pursuant to clause 8 above, customers remain responsible for any faulty infrastructure or connections to water, power and waste outlets at the property. 15. Guarantee for repairs (not insurance backed) Repairs completed are covered by the company's 12 month guarantee for parts and labour. This guarantee is not insurance backed. The guarantee only covers any parts/items fitted and/or repaired and does not cover different faults unrelated to the original fault/repair. We will not be responsible for any other fault that may occur due to normal “wear and tear” or to your misuse or accidental damage e.g. blockages, foreign bodies in the appliance, broken plastic handles, doors, glasses or scratches/dents on the appliance. Appliances in commercial environment such as, but not limited to, schools, offices, hairdressers, care homes, communal laundries, hotels, hostels and pubs are exempt from guarantee. In respect of refrigeration or cooling products food loss and/or spoilage are not covered. 16. Complaints Policy Our aim is to offer the best customer care and service at all times and we want you to be fully satisfied with the work we undertake for you. Whilst it is always our intention to ensure we meet this commitment, there may be a time when you consider this to have not been the case and would like the opportunity to inform us. We promise to deal with any complaint you bring to our attention within 28 days, however we ask you do so in writing, even if you talk to us first. Please send your complaint to: thecompleteservice 27 Station Approach Hinchley Wood Esher Surrey KT10 0SR Email: repairs@pasltd.info If we agree that there is something which requires further attention by us then we will endeavour to undertake any work needed within 8 weeks subject to availability of parts if required.