Terms and Conditions
This page tells you information about our legal terms and conditions (Terms) on which First Serve UK Limited (we/us) supply any of our services both on our website www.firstserveuk.co.uk (our website) and any services we offer to you directly.
These Terms will apply to any contract between us and you for the sale of Services or for the provision of Services.
Please read these Terms carefully and make sure that you understand them, before booking a service (appointment) on our website, submitting your email address to us, contacting us via email, chat, text or calling any of our mobile/telephone numbers to book an appointment.
By booking an appointment with us, or submitting your email address to us you understand and agree to be bound by these Terms (as amended from time to time). The Terms that will govern your purchase will be The Terms in effect at the date you have booked your appointment or submitted your email address to us.
1. INFORMATION ABOUT US
First Serve UK Limited is registered in England and Wales under company number 11435525. We have our registered address at 147 Sherwood Avenue, London, United Kingdom, SW16 5EE and we operate the website www.firstserveuk.co.uk.
2. SERVICES AVAILABILITY
First Serve UK Limited only accepts bookings within our coverage areas.
All the areas we cover can be found on our website here: firstserveuk.co.uk/washing-machine-repair-london/
We do not accept a booking from outside our coverage area.
3. YOUR STATUS
By placing an order through our website, submitting your email address to us, contacting us via email, chat, text or by calling any of our mobile/telephone numbers to book an appointment; you declare that:
- You are legally capable of entering into binding contracts.
- You are at least 18 years old.
- You are resident in the UK.
4. THE CONTRACT BETWEEN YOU AND US
After you have completed your booking for service/s, you will receive an email (booking confirmation) from us with details of the booking. Our engineers will contact you on the day of the booking before arriving at your address.
The contract between you and First Serve UK will only relate to the services for the booking of which our engineers have confirmed. We will not be obligated to provide any other services which may be related to your service appointment until you make a separate appointment.
5. YOUR RIGHTS TO CANCELLATION
Our cancellation policy is that we offer a 100% refund if you decide you no longer want to use our service/s before your appointment begins or if our engineers have not arrived at your address (see clause 11). For more information on refunds, please see our refund policy (see clause 9).
You can call our friendly customer support team on 07984 670 782 to arrange a cancellation or do so via the link provided in the Booking Confirmation email.
6. OUR RIGHT TO CANCEL
In the likelihood that First Serve UK are reasonably unable to provide you with services that you have paid for due to unforeseen circumstances beyond our control, our friendly engineers will contact you and inform you of the cancellation as soon as possible. We will then refund you 100% of the payment you made for the service appointment. See our refund policy (clause 9) for more information.
7. YOUR RIGHTS TO RESCHEDULE
Our rescheduling policy allows you to reschedule your appointment as long as it meets our Terms. If you would like to reschedule an appointment you have booked, you can call our friendly customer service team or our engineers on 07984 670 782 to reschedule your appointment and we will rebook a new appointment for you. Please ensure you reschedule any time before your appointment begins or before the engineer arrives at your address.
8. OUR RIGHTS TO RESCHEDULE
In the unlikely event that any of our engineers need to reschedule your appointment for any unforeseen circumstance, we will contact you as soon as possible and book you in for another time that is convenient for you at a mutually agreed alternative date.
9. OUR REFUND POLICY
Our refund policy is that we give a 100% refund to you if you decide to cancel only if our engineers have not arrived at your address. Once you have cancelled your service appointment, we will refund the full amount to your bank account. If you have paid via PayPal, it will immediately appear in your account. If you have paid via bank card using Stripe, the payment may take between 7 and 9 days to arrive in your account. We may request your account details to process the refund within 12 hours.
In the event of a misdiagnosis that has been resolved by another reputable company we will also give a 100% refund.
10. AVAILABILITY AND DELIVERY
Our engineers will turn up to fix your machine within the time of the booking and we will notify you 1 hour before the arrival of the engineer. If the engineer has been delayed by traffic, road closures, accidents or the previous jobs taking longer than anticipated, the engineer will call you or send a text. The engineer will inform you about the delay, give a new ETA or will ask you if you wish to rebook your appointment.
Your appointment will be fulfilled on the date of your booking (set out in clause 4) unless there was an unforeseen event preventing us from doing so (set out in clause 19).
11. PRICE AND PAYMENT
You can find the prices for our repair services on the booking page (firstserveuk.co.uk/online-appointment-booking/) on our website or by asking our friendly customer service team on 07984 670 782. Our minimum diagnosis and callout charge are listed on our website. All our service prices include VAT.
When we repair the machine for you, there is no extra charge. Callout charges are included in the service price (set out in clause 12).
All service prices do not include the price for parts. If your machine requires a new part, you must purchase them yourself. Our engineer will then come to your address to fit the part free of charge.
All our repairs come with 6 months warranty and 6 months guarantee (set out in clause 13).
You can pay via our 24-hour, 7 days a week online booking service here by bank card, PayPal or bank transfer to our business account. You can also book by calling our customer support team on 0207 118 1164 or 07984 670 782 who will take your details and create the booking for you.
You will need to make a payment at the end of the booking process. Once the payment has been received, our friendly engineers will come to fix your machine with guaranteed customer satisfaction.
12. CALLOUT CHARGES POLICY
Our callout charges are included in the diagnosis prices. If our engineer comes to your address; then diagnoses and repairs your machine, there is nothing extra to pay. If our engineer diagnoses your machine and it is found to be irreparable, then the diagnosis charge applies. Our minimum diagnosis and callout prices are set out in clause 11.
If you have a problem with the motor or program, module or electronic facia board, drum shaft or bearings, and we advise you to replace the machine and not to repair it, if you go ahead and decide to repair it, and your electronic part blows again, that is entirely your responsibility, risk and decision because we professionally advised you, and you have the right to choose. You also choose to take the responsibility for your decision when things go wrong.
By booking an appointment either online or via call, email, text or any other means, you agree and understand that you are paying a flat rate call-out and diagnosis charge. There is no additional charge for the repair, only parts.
You also agree and are aware that should your appliance need replacement parts, that these will be billed and scheduled separately and fitted free of charge by First Serve UK.
For clarity about refunds, please see our refund policy set out in clause 9.
13. GUARANTEES AND WARRANTIES
First Serve UK gives all our customers a 6-month guarantee on our repair service. If we repair your machine and the element we repaired breaks down again, we will repair it for free within the 6 month period.
Our guarantee does not cover any of the following:
- Any faults that have occurred due to you not using the machine in accordance with the manufacturers’ instructions (by accident, negligence or misuse).
- Incidental or indirect loss of food loss, property damage, financial loss etc.
- Any cracks, scratches or cosmetic damage to the door or facia of the machine.
- Any following unrelated breakdowns or faults to the machine (see warranty below).
Not only do we guarantee our repair, but we also offer a one-time complimentary FREE warranty repair if your machine breaks down 6 months after your service appointment. This covers any repairs needed on your machine excluding parts. We will even fit any new parts you need for free.
If the machine breaks down AFTER the 6 months period, the guarantee and complimentary warranty does not apply - you will need to book an appointment and pay for another repair.
See our First Serve UK Guarantee Policy document for more.
14. COMPLAINTS POLICY
First Serve UK strives to the fullest extent to provide services with guaranteed customer satisfaction. Our 600+ 5-star reviews on Google are testimony to our efforts to ensure our clients are always happy with the services we provide.
However, we acknowledge that unprecedented circumstances may occur that may cause our clients not to be fully satisfied. If such events do occur, our friendly customer service team and engineers will do everything to ensure we put things right so that our clients are happy with the outcome.
If in the scenario, you are dissatisfied, please follow our Complaints Policy below:
Please take a look at the repair carried out as soon as our engineer has completed the work and ensure that you are happy. Be sure the repositioning of the machine is in its original position and free of damage.
Our engineers at First Serve UK have a combined 50+ years of experience and have over 600+ 5-star reviews on Google. In the unlikely event you are not completely happy with anything; please lodge a complaint with our friendly engineers by calling 07984 670 782 or by emailing email@example.com and we will do everything in our power to rectify the situation within 96 hours.
15. OUR LIABILITY
Our total liability to you for damages or losses you may have suffered shall not in any provision exceed the value of your machine (used or new). This is subject to clause 13 - Guarantees and Warranties.
We will not be liable for the following losses:
- Loss of business, revenue, profits or earnings.
- Loss of time spent working
- Loss of expected savings.
- We do not prevent claims for accidents, damage or loss to your physical property that are predictable.
Nothing in these Terms prohibits or limits First Serve UK of liability for:
- Death or personal injury caused by our negligence;
- Any infringement by us of our responsibilities indicated by section 2 of the Supply of Goods and Services Act 1982;
- Any other provision that would be illegal for First Serve UK to exclude or attempt to exclude our liability.
16. WRITTEN COMMUNICATIONS
Related laws prescribe that any communication or data that First Serve UK sends to you should be in written format.
Whilst browsing our website, you accept that communication with us will be largely using electronic format. First Serve UK will communicate with you through email, SMS text message or present messages to you by updating announcements on our website. For contractual reasons, you consent to be presented with information in this electronic format. You also accept that all contracts, notices, information and other forms of communications being provided to you electronically comply with all legal obligations and that those communications be conveyed in writing. These provisions do not affect your legal rights.
All reports, announcements or notices you have given to us must be delivered to First Serve UK via email, SMS text message or call our customer service team.
You can email us firstname.lastname@example.org, send us an SMS text to 07984 670 782 or 07931 217 860. First Serve UK from time to time may send you notices via SMS text message, your email address or postal address that you provided at the time of booking.
Reports, announcements or notices will be considered received and accurately and properly delivered instantly once we have updated them on our website or 24-hours after we have sent an email or SMS text message to you or 3 days after the date we have posted a letter to your address. In showing and proving that the service of any reports, announcements or notices, it will be satisfactory to show and prove with letters we have sent that it has been correctly stamped, addressed and dropped off in the post. With regards to SMS text or email, it can be proven it was sent to the specified email address or mobile number of the person it has been addressed to.
At any point, if the provisions in these terms and conditions or any terms of our contract between us and you are invalid, unlawful, or unenforceable to any extent determined by any UK court or competent authority in the UK; the remaining Terms will continue to be valid to the full extent authorised by law.
19. EVENTS OUTSIDE OUR CONTROL
We will not be responsible or liable for any failure to deliver services or delay in delivery of services of, any of our responsibilities under a Contract that is caused by circumstances out of our reasonable control (Force Majeure Event).
A Force Majeure Event constitutes any accident, act, event, non-happening or omission outside of our rational power and constitutes in particular (without limitation) the following:
- The restrictions, acts, decrees, legislation or regulations of any government.
- Any pandemic or epidemic or events caused by a pandemic or epidemic.
- Any difficulty in using any private or public telecommunications networks.
- Any difficulty in using any means of private or public transport, railways, shipping, aircraft, motor, transport.
- Any industrial action, lock-outs or strikes.
- Civil commotion, riot, invasion, terrorist attack, or threat of terrorist attack, war (whether declared or not), or threat or preparation for war
- Any natural disasters, fire, explosion, storm, flood, earthquake, subsidence, epidemic.
Our services or performance under any Contract is considered to be postponed or suspended for the duration that the Force Majeure Event remains. First Serve UK under the Contract will be granted an extension of time for services or performance for the continuation of that time. We will use our efforts within reason to find a solution or bring the Force Majeure Event to a close so our responsibilities under the Contract can still be achieved despite the Force Majeure Event.
- If we falter or fail, at any time throughout the term of a Contract, to maintain upon the stringent performance of any of your responsibilities or obligations under the Contract or any of these Terms, or if we falter or fail to exercise any of the rights or solutions to which we are authorised under the Contract, this will not count as a waiver of such rights or solutions and will not relieve you from compliance with such responsibilities.
- A waiver by First Serve UK of any fault will not count as a waiver of any succeeding responsibilities.
- No waiver by First Serve UK of any of these Terms will be sufficient unless it is expressly declared to be a waiver and is expressed to you in writing according to clause 17 above.
21. TRANSFER OF RIGHTS AND OBLIGATIONS
- The contract between you and First Serve UK is binding on you and us and our corresponding successors and assignees.
- You are not permitted to charge, transfer, assign or otherwise dispose of a Contract, or any of your obligations or rights that come under it, without our prior written consent.
- We may sub-contract, transfer, assign, charge or otherwise dispose of a Contract, or any of our rights or obligations arising under it, at any time during the term of the Contract.
22. ENTIRE AGREEMENT
First Serve UK aims to rely upon these Terms and any document expressly mentioned about the topics of any Contract. Please make sure you ask for any changes from these Terms to be verified in writing.
23. OUR RIGHT TO CHANGE THESE TERMS AND CONDITIONS
First Serve UK retains the right to update, amend and revise these Terms from time to time.
You will be governed by and subjected to the Terms and procedures in place at the time that you create your booking with us for our services. If any changes are made to those policies or these Terms by governmental authority or by law, it will apply to all previous bookings that you have made.
If First Serve UK informs you of the change or updates to these Terms or those policies prior to sending you the Dispatch Confirmation, we retain the right to presume that you have agreed to and accepted the change to the Terms except if you notify us conversely within 7 business days from when you received our service/s.
24. LAW AND JURISDICTION
Contracts for payment of services via our website and any disagreement, disputes or claim resulting out of the services or in relation to them or their formation or subject matter (which also includes non-contractual disagreements, claims or disputes) shall be ruled by English law. Any disputes, claims or disagreements resulting from or in relation with such Contracts or their formation (including non-contractual disagreements, claims or disputes) shall be exclusively subjected to the authority of the courts of England and Wales.
25. THIRD-PARTY RIGHTS
Any individual, persons or organisation who are not a party to these Terms or a Contract shall not have any rights under or in connection with them under the Contracts (Rights of Third Parties) Act 1999.
Please print a copy of these Terms for your reference.