Terms and Conditions

These Terms and Conditions (“Terms”) set out the basis on which First Serve UK Limited (“we”, “us”, “our”) provide diagnostic and repair services to you, whether booked via our website, online booking system, AI chat assistant, or directly by phone, email, text, or chat.

Please read these Terms carefully before booking a service.

By obtaining a quotation, booking an appointment, or submitting your details to us, you confirm that you understand and agree to be bound by these Terms, as in force at the time of booking.

1. Information About Us

First Serve UK Limited is registered in England and Wales (Company No. 11435525).

Registered address: Unit 301, Lock Studios, 7 Corsican Square, London, United Kingdom, E3 3YD.

Website: www.firstserveuk.co.uk

2. Service Availability

We generally provide services across Greater London.

Service availability is confirmed automatically during the quotation process based on the postcode you provide.

If your postcode is outside our service area, you will be informed immediately and will not be able to proceed with a booking.

3. Your Status

By obtaining a quotation, booking a service, or contacting us to arrange an appointment, you confirm that:

  • You are legally capable of entering into a binding contract

  • You are at least 18 years of age

  • You are resident in the United Kingdom

4. The Contract Between You and Us

Once you complete a booking, you will receive confirmation by email or SMS.

The contract relates only to the specific service appointment confirmed.

Any additional services require a separate quotation and booking.

5. Cancellations by You

You may cancel your appointment and receive a full refund provided the engineer has not arrived on site.

Cancellations must be made before the appointment begins, either:

  • Via the cancellation link provided in your booking confirmation, or

  • By contacting our customer support team

Once the engineer is on site, the service call charge becomes non-refundable.

6. Cancellations by Us

If we are unable to attend due to unforeseen circumstances beyond our reasonable control, we will notify you as soon as possible and provide a full refund of any payment made.

7. Rescheduling by You

You may reschedule your appointment provided this is done before the engineer arrives on site.

Rescheduling requests must be made via our customer support team.

8. Rescheduling by Us

If an engineer needs to reschedule due to unforeseen circumstances, we will contact you promptly to arrange an alternative date and time at your convenience.

9. Refund Policy

A full refund will be issued if:

  • You cancel before the engineer arrives, or

  • We are unable to attend your appointment

Once the engineer is on site, the service call charge is non-refundable.

Refunds are processed back to the original payment method and may take several working days, depending on the payment provider.

10. Appointment Times

Appointments are scheduled within a three-hour arrival window, unless otherwise stated.

If delayed due to traffic, previous jobs, or other unavoidable circumstances, the engineer will contact you with an updated estimated arrival time or the option to reschedule.

11. Prices, Quotations and Payment

Price quotations are generated automatically via our online booking form or AI chat assistant and displayed on screen.

A copy of the quotation is also sent to you by email or SMS for your records.

All prices shown represent the total service call charge payable.

First Serve UK Limited is not VAT registered.

The service call charge is payable in advance as part of the booking process.

12. Service Call and Diagnosis

The service call charge covers:

  • The engineer’s visit

  • Diagnosis of the appliance

  • Labour involved in assessing the fault and carrying out the repair where possible during the initial visit

By booking, you acknowledge that you are paying for a diagnostic service, not a guaranteed repair outcome.

If the appliance is found to be beyond economical repair, the service call charge still applies.

13. Parts and Additional Work

Replacement parts are not included in the service call charge.

If parts are required:

  • Costs will be clearly explained and agreed in advance

  • Nothing is ordered or fitted without your approval

If further work is needed after parts are supplied, the next steps and any applicable charges will be agreed before proceeding.

14. Repair Guarantee

We provide a six-month workmanship guarantee on the fault repaired.

The guarantee applies only to the original fault and does not cover:

  • Misuse, accidental damage, or neglect

  • Third-party interference or repairs

  • Cosmetic damage

  • New or unrelated faults

  • Replacement parts

15. Complaints

If you are unhappy with any aspect of our service, please contact us as soon as possible.

We aim to resolve complaints fairly, promptly, and professionally.

16. Liability

Our total liability shall not exceed the value of the appliance repaired.

Nothing in these Terms limits liability for:

  • Death or personal injury caused by negligence

  • Any liability that cannot legally be excluded

17. Communications

By using our services, you agree that communications may be provided electronically, including email and SMS.

18. Notices

Formal notices should be sent via email, SMS, or telephone using the contact details provided at the time of booking.

19. Events Outside Our Control

We are not liable for delays or failure caused by events beyond our reasonable control, including (but not limited to) extreme weather, transport disruption, industrial action, public health emergencies, or infrastructure failure.

20. Severability

If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions remain valid.

21. Transfer of Rights

You may not transfer your rights under these Terms without our prior written consent.

We may subcontract or assign our obligations where necessary.

22. Entire Agreement

These Terms constitute the entire agreement between you and First Serve UK Limited.

23. Changes to These Terms

We may update these Terms from time to time.

The version in force at the time of booking will apply.

24. Law and Jurisdiction

These Terms are governed by English law and subject to the exclusive jurisdiction of the courts of England and Wales.

25. Third-Party Rights

No third party has any rights under these Terms.