Lothian Domestics Appliance Repairs

Terms & Conditions


As with all responsible companies, we have some terms and conditions that apply to usage of our service. We have tried to keep everything here in plain English with no confusing terms as the intention is not to hide clauses from you, we are simply trying to be as transparent as possible. We don't have to refer to these terms very often, however we would advise all customers to read and ensure they understand the terms before using our service as arranging a visit constitutes acceptance of these terms and conditions.

If you have any questions about anything on this page, we would encourage you to contact us for clarification before arranging a visit. It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations, please contact us

Refusal to Carry Out Repair

Please note that on occasion, our engineer may decide that the best course of action is to refer you back to the manufacturer rather than proceed with a repair through ourselves. In this case, unless you were advised otherwise in advance we would normally waive any call-out charges.

At the engineer's discretion, we may refuse to carry out a repair for the following non-exhaustive list of reasons:

- Where the appliance has been altered, dismantled, or otherwise interfered with by any person we believe may not be qualified to do so.
- Where an appliance is deemed a potential health risk by our engineer.
- Where the appliance or installation may pose a safety risk to our engineer.
- If we visit your property and the engineer cannot gain access.
- Where a customer is or has in the past been abusive, threatening, has made baseless allegations against our staff or has been deceptive to our staff.
- Where our engineer determines the repair is not economical or the chance of appliance failure after repair is disproportionately high, an example of which would be a compressor repair on an old appliance.
- Where we cannot get any response on the contact number to multiple contact attempts before visiting, we reserve the right to abort the repair visit.
- Where not previously agreed otherwise, where a responsible adult is not present in the property.

VAT
VAT is payable on any services we provide and for non-commerical customers, all of our prices include VAT unless specifically stated otherwise. Our VAT registration number is 229 5212 15.

Zero Tolerance Policy

We expect our staff to operate in a safe and secure environment at all times. We operate a strict zero-tolerance policy relating to abuse of our staff and we will use the full extent of the law against anyone displaying threatening or abusive behaviour towards our staff. Our staff reserve the right to use recording equipment in your property without disclosing so at the time if they feel they may for any reason be subjected to any such behaviour and you hereby give your consent for any such recordings to be used for various purposes, such as but not limited to being passed to the police or used in a court of law.

Dual Fuel/Gas Appliances

Our service can only be used for electrical appliance repairs. While we offer the ability to arrange a visit to a dual fuel appliance, please be aware that we can only repair the electric side, excluding the ignition circuit. In most circumstances our engineers can repair these appliances without issue, however in the event that our engineer determines that the repair requires a gas engineer for any reason, we would be unable to proceed with the repair and a call-out charge would be payable if we have visited the property to determine this.

Pricing Structure

Unless quoted otherwise, our standard pricing is based on a call-out/labour charge structure plus any parts required. This is a one-off charge that covers the initial inspection of your appliance and also the time required to carry out most repairs and is not an hourly charge. In the event that an appliance is beyond repair or where an expensive repair is quoted for and you choose not to proceed, a call out charge would be payable. In all other cases, the labour charge will be payable. This pricing structure means everyone knows in advance how much will be charged for labour if the appliance is fixed on the first visit and ensures a slightly more time-consuming repair does not leave you paying more than you agreed when booking the call. For this pricing structure to be practical, please note that we are not able to give discounts for "quick" repairs, just as we don't charge more if we are in your property diagnosing the fault for a few hours. We also do not charge extra for returning with parts required to complete the initial repair if we need to order them.

Where two or more unrelated faults are reported with an appliance, we reserve the right to apply further charges. This would be at the engineer's discretion but any further charges would be clearly explained in advance before being applied and at that time you would have the option to refuse the repair. In this event, a call-out charge would be payable. Please note that repair of one or more faults where one or more non-repaired faults exist that do not result in the main function of the appliance being written off as unusable, would result in a labour charge being payable for the completed repair.

Please note that the fixed labour charge does not cover some very time consuming repairs such as bearings, tub/drum replacement or repairs that require multiple engineers. In this instance you would be quoted a total price for repair and would have the choice whether to proceed or not. This price is quoted at the discretion of the engineer on their visit. If you choose not to proceed, a call-out charge would be payable.

Fixed Price Repairs

Our fixed price repairs have specific terms associated and they can be viewed here

Customer Supplied Parts

Where the customer supplies the parts required for a repair and requests we fit them, the quoted rates will be payable for the initial visit the engineer makes to your property and also again on any subsequent visits you request if:

- The parts supplied do not complete the repair.
- The parts supplied are not compatible with the machine they are to be fitted to.
- The parts are damaged and this prevents us fitting them.


Please note that in the event we are specifically requested to attend and fit customer supplied parts, the engineer will not perform any further repair not agreed in advance. As standard, as we did not provide the parts in question, we also cannot provide any guarantee on any repair carried out with customer supplied parts.

Please note that our standard labour rate cannot be used for time consuming repairs where you supply the parts. This applies to parts supplied including but not limited to bearings, tub/drum replacement or repairs that require multiple engineers. This price is quoted at the discretion of the engineer on their visit. It is for these reasons we always advise you instead to allow our engineer to visit and quote for any parts required rather than you purchasing them yourself.

In the event that we visit and advise a specific part is faulty, if you choose to go elsewhere to buy or have that part fitted by another company or by yourself, Lothian Domestics accepts no liability if the part mentioned turns out to be incorrect or does not fully correct the original fault. We accept no liability in this case. It is for this reason we always advise having our engineer carry out a repair from start to finish.

Customer's Responsibility

For fridge/freezer repairs, please ensure your appliance is switched on for 24 hours prior to our engineer's visit unless instructed otherwise. If you believe the fault is a safety issue or are unsure whether the appliance should be left on or not, please ask us in advance as the engineer may not be able to carry out a repair otherwise.

Any recommendations provided by the engineer are not to be treated as mandatory and any actions taken by the customer based on such will be at the customer's discretion and financial responsibility.

On some occasions, a fault may be due to poor maintenance and we may advise what maintenance is required by you to correct the problem. For example, our engineer may advise cleaning of a component is required and you will be expected to carry this cleaning out yourself. Please note that a labour charge will still apply in this case.

Our engineers may be required to connect/disconnect from the electrics and/or pipework as necessary during the course of their work and issues may become apparent that were not foreseeable, unfortunately this is unavoidable and we cannot be held liable for such.

Please note that we are not responsible for any damage to your property unless we determine it was caused by deliberate recklessness of our staff. Sometimes moving an appliance causes damage that is unavoidable, no matter how careful the engineer was. If moving an appliance is likely to damage your flooring or other fixture/fitting, you must make us aware of this and provide suitable arrangement for the engineer to inspect the appliance without moving it, such as ensuring the appliance is removed to a suitable place before repair. If such arrangements have not been made, we assume you consent to not hold us liable in the event of damage caused, however we will always try our best to avoid/minimise damage. Please note that we are not liable for any loss of revenue/earnings due to a broken appliance, before, during or after repair and we are not liable for any loss of food or other perishables. We also cannot be held liable for any other costs incurred due to a repair being carried out or us being unable to carry out a repair for any reason.

Cancellation (Repairs)

In the event of cancellation, you will be required to pay the reasonable costs of the service that have been delivered up to the time of your cancellation. By proceeding with a repair within your cancellation period allowable by law, you acknowledge that you would lose your right to cancel once the contract had been performed fully. If you cancel before the engineer is on-route to your property, no charge will apply. The exception to this is where you have agreed to a weekend, evening or emergency appointment, in which case you must cancel by at least 6pm the previous day to prevent a call out charge being payable. If you cancel after we notify you the engineer is on-route to your property, a call-out charge may be payable. If you cancel after the engineer is on-site but has not inspected the appliance, a call-out charge is payable. You are unable to cancel a repair once the engineer has commenced fitting parts you previously agreed to or once the engineer has commenced a repair, whether parts or further visits were or were not required.

Cancellation (Appliances)

In the event of cancellation, you will be required to pay the reasonable costs of the service element of your contract that have been delivered up to the time of your cancellation. By proceeding with installation of an appliance within your cancellation period allowable by law, you acknowledge that you would lose your right to cancel the service element once the service element of the contract had been performed fully. You have the right to cancel your contract for the supply of appliances by us within 14 days. If you cancel before we have delivered the goods or notified you that the delivery is on-route to your property, you will incur no penalty for cancellation. If you cancel after the appliance has been installed, you will be responsible for the cost of initial delivery to you and installation which will be determined based on our current delivery/installation rate. You will be fully responsible for all costs associated with removal and return of the appliance to us; if you request for us to uninstall/remove the appliance, you will be charged our standard delivery/installation charges in addition to the initial delivery/installation charges for doing so. You will not be refunded any charges for disposal of your old appliance and we would also be unable to recover this appliance to return it after we have left your property. If you have diminished the value of the goods by handling them beyond what is necessary to establish their nature, characteristics and function, we may at our discretion be unable to accept a return of the item or may accept them but deduct an amount proportionate to the cost required to replace any damaged parts, or to reflect its (now) second-hand value. We must be notified in advance that you wish to cancel and all goods must be returned to our office at 29 Cardross Crescent, Broxburn, EH52 6JD within 14 days. We cannot be responsible for any goods sent to any other address or returned after this time.

Appliances/Installation

Our appliance costs are quoted as a package including delivery, installation and disposal of your old appliance. Please note that we do not supply appliances without delivery and installation so provide a total quote amount and do not provide a breakdown of prices. Please note that unless clearly stated otherwise in writing, quoted appliance replacement prices do not include any additional or unforeseen work that may be required during or after the installation of your appliance. For example, if a joiner or plumber is required due to a fault already present beforehand or due to an issue that arises during or after installation, we would advise to the best of our ability what work is required, however you would be fully responsible for arranging for inspection to confirm the work required and payment of any such work. All new appliances supplied by us to a domestic customer in a domestic premises are covered by a minimum of 12 months manufacturer guarantee, during which you agree that all repairs must be reported to and carried out by the manufacturer. We are unable for any reason to change parts on an appliance under guarantee as doing so would void said guarantee.

Repair Guarantee

On most repairs we offer a guarantee period of 90 days, with the first day being the date of repair. This guarantee means where possible, we will correct a failed repair if it is caused by the exact same part failing. We will refuse a repair under guarantee without recompense in the following non-exhaustive list of conditions:

- If anyone else has repaired or dismantled the machine after our initial visit.
- If we believe the repair has failed due to lack of maintenance or negligence of anyone other than our engineers.
- If the repair fails due to normal wear and tear.
- If any security seals we place on the appliance are removed or tampered with.
- If you refuse to allow us to place security seals on the appliance at the time of repair.
- If the repaired part fails due to failure of another non-repaired part.
- If you refuse to allow us to remove the fitted parts from your appliance when our engineers are on-site for inspection. Please note when a faulty part is replaced, we dispose of the faulty part shortly after and are therefore unable to return faulty replaced parts further down the line. Removing the parts fitted may render the appliance completely unusable, which is unavoidable. - If the appliance is being used in a commercial setting or for commercial purposes, regardless of whether it was originally being used for this purpose or not when the part was fitted.
- Where the fault is not related to the repair carried out previously.
- Where you have failed to follow any usage or maintenance instructions our engineer provided on the original visit(s).
- Where parts become obsolete or we are otherwise unable to source them through our regular suppliers.
- Where you were not advised originally that the repair is covered by warranty.
- Where you notify us more than 7 days after the fault reoccurs.
- Where the original fault was caused by misuse or not following the manufacturers usage or maintenance instructions. This includes clearing blockages or obstructions.
- No guarantee is offered for consumable parts such as bulbs, filters or other similar parts.
- Any repairs reported on or after 91 days of the original visit.


Please note to take advantage of this guarantee, you must report any reoccurring fault to a member of our staff directly and allow our engineers access to inspect the appliance within 3 working days from the day reported. If we cannot offer you an appointment within 3 working days, you must allow access within 3 working days of the first appointment date we offer you. Failure to allow access within this time will result in your warranty on that repair being voided. You should assume we are not aware of any fault until an appointment is booked to re-inspect the appliance. If our engineer arrives at your property during the appointment time and cannot gain access, your warranty on that repair is voided. If our engineer determines that the fault reported is not covered under our repair guarantee, our standard charges would apply. Refusal to pay these charges on a visit determined not to be covered by our repair guarantee will instantly void any and all repairs you currently have guaranteed by us, regardless of whether these are on the same appliance or otherwise. Please note that any guarantee is provided on the specific appliance repaired, in the exact property it was repaired in. Appliances moved within the current household are still covered as long as the fault is not caused by movement of the appliance, but appliances moved to another address or passed on during the sale of a property are no longer covered. Under no circumstances is any part of our guarantee transferrable to any other person. Please note that a revisit does not reset the 90 days count, the guarantee is still 90 days from the first visit. Please note that in some cases, a part failing may also damage other parts. Our guarantee includes cover for the original part fitted only, any other parts required would be chargeable to the customer. In the event that you do not wish to fit other parts, we would be unable to complete the repair and this guarantee would be void. If parts required to fulfil this guarantee are out of stock with our usual suppliers at the time of ordering, we reserve the right to wait for those parts to become available. If the 90 days guarantee expires without these parts becoming available through our usual suppliers, your guarantee period is no longer valid. If your fitted part fails and/or the appliance is found to be beyond repair due to the original part failure, we may at our discretion offer a partial discount on a new appliance bought and installed by us. Please also note that there is no cash refund alternative option, this is a repair only guarantee.

Missed Appointments

We very rarely miss an agreed appointment time but unforeseen issues do occur such as traffic jams, vehicle breakdowns or employee sickness. Also, due to the very nature of the job that our engineers do, the length of time each job will take is unknown and sometimes this can cause the engineer to run late for other appointments. Where possible, we would aim to contact you by phone or text message as soon as we know the engineer is not likely to be with you during your agreed appointment time. If possible, we will give you a new updated time and allow you the choice of accepting the new time, or rescheduling the appointment to a more suitable time. There are times when we do have to reschedule and we would try to be accommodating as possible in this case. Please note that we cannot under any circumstances be held liable for any loss of earnings, or other costs you may incur due to us not meeting the arranged appointment time or for any other reason.

Workshop Repairs

Where an appliance has been picked up for repair by us or has been dropped off at our workshop for repair by you or someone acting on your behalf, we will allow a period of 14 days after notifying you of cost to repair for you to decide whether or not to proceed. If you choose not to proceed and wish to pick up the appliance or have it dropped off, you must notify us of this and make payment of any monies outstanding. If you fail to arrange an appointment or return our calls, we will attempt to make a subsequent 3 attempts to contact you, then your appliance will be held for a period of 30 days after which we will assume it has been abandoned and will dispose of it without further notice. We will not be responsible for any loss incurred due to disposal where you have failed to arrange return.

Parts

Our engineers carry a very extensive van stock which allow them to complete a large number of repairs on the first visit to the property. Unfortunately our engineers cannot carry every part they may come across and as such there are occasions where we need to order parts. If parts are required to be ordered, you would be quoted for such and must give approval before they are ordered. Please note that if you are quoted by any means and you do not give approval within 7 days, no parts will be ordered and the job will be treated as complete on our system. Any request to re-attend after this time will be treated as a new job and any previous call-out charge would not be carried on to this new job.

In normal cases where parts are required to be ordered, we will not re-arrange a return visit until the part has arrived with us. Our normal expected turnaround is 2 working days from order to arrival, however we advise allowing 5 working days for in-stock parts. Delays out-with our control may occur and we cannot be held liable for any losses in such cases.

Where a part is placed on backorder without estimate of delivery, if you provide us with a mobile phone number we will aim to text you regularly to keep you updated. Please note that "no estimate of delivery" means exactly that, we really do have no estimate of delivery and cannot normally obtain one until the supplier contacts us to say the part is available. Items ordered as a "special order" status are non-refundable under any circumstances no matter how long they stay on backorder so we would strongly advise you avoid placing an order for such parts unless absolutely necessary and you should assume a turnaround time of up to 12 months in such cases. If a non "special order" part is still on backorder for more than 3 months, we would normally cancel the item and provide a refund unless otherwise agreed. Payment would normally be taken before any item is placed on backorder to ensure we are not left out of pocket if the part becomes available and you decide you no longer want it.

In some cases, when parts are fitted we may require that the failed parts are removed to our workshop. In some cases this is because our engineers will replace the failed part with a higher level part but only charge you for the smaller level part, meaning rather than replace a single small component that has failed, they will replace the whole assembly that includes that failed part. By removing the failed parts, this allows us to carry out training and also potentially salvage certain components from those parts, helping us to build a stock of components for future use, especially if those components become obsolete.

When we quote you for a part required, please note that in some cases, it may be required for us to fit this part to then determine what other parts are faulty. For example, a leaking hose in a washing machine would need to be fixed before we could find out there is a problem with it taking too much water during the cycle. In this instance, no refunds are providing for partial repairs if you later decide not to proceed with other parts that are determined to be required.

When a customer reports a fault, we will normally send an engineer out to inspect and assess the appliance before any parts are ordered. If the customer insists on us ordering a part before the initial visit, payment would be due in advance for any parts ordered and no payment would be refunded if this part does not complete the repair or if the part is not required. It is because of this we would always advise that you allow our engineer to inspect your appliance before any parts are ordered and this ensures you are only paying for parts that are actually required.