These are the terms and conditions on which we supply our repair services. They tell you who we are, how we will carry out our repair services and other important information. Please read these carefully before you place an order for these services. Please pay particular attention to sections 3.2, 5 and 6.3.
Please note that we will decide whether to provide our repair services or not at our discretion.
Information about us and how to contact us
1.1 We are Service Hub a trading name of Home Service Group Ltd company no. 15174769 and our registered office is at Arena Business Park, Block A, 100 Holyrood Close, BH17 7FJ
1.2 You can contact us by telephoning us on 01202 933848 or by writing to us at info@service-hub.co.uk or the address above.
Our contract with you
2.1 We only supply our services to consumers (meaning individuals who are not using our services for business purposes) in England who are 18 years of age or over in relation to appliances based in England. We shall be entitled to refuse any request that does not fit this criteria.
2.2 A contract will come into existence between you and us when we accept your order by email or by telephone.
2.3 We shall contact by you by emailing you at the last email address you have provided to us, by writing to you at the last address you have provided to us and/or by calling you on the last contact telephone number you have provided to us.
Our services
3.1 Our team shall first try to resolve any repair problem over the telephone. If they cannot resolve the problem, we may at our discretion, decide to diagnose the problem by a visit to your premises.
3.2 Where we decide to provide diagnosis and/or repair services under the terms of our contract we will agree on a date for our repairers to visit you. It is your responsibility to ensure that you are available at that time to allow our repairers access to the appliance and that you provide us with the information we request from you, and that we have good access to the appliance. If you do not allow us access to your property to perform the services as arranged or provide the information we need (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the contract and section 7.2 will apply
3.3 If we provide diagnosis services under the terms of our contract but are unable to diagnose the problem and/or carry out any repair services then (providing we have used all reasonable efforts to diagnose any problem and to carry out any repairs included within the scope of our contract) If our engineer or we determine that any of the exclusions apply we will cancel the repair and refund you the initial payment less an £88 administration and call out charge.
3.4 Where we provide any repair services you shall pay a repair fee offered on our site. This shall cover any costs (including parts and labour) up to the agreed limit of £200(which we shall refer to as the “Limit”). You will have to pay any additional costs and expenses that exceed this limit. We will notify you of any additional costs before we incur them.
3.5 You must provide us with free parking with easy access to your premises in order for us to be able to carry out our services.
3.6 Please note that, whilst we will use all reasonable efforts to order any parts needed to carry out our repair services within two working days of carrying out our diagnosis services, it make take a number of days for such parts to arrive (a working day means a day other than a Saturday, Sunday or public holiday in England when banks in London are generally open for business). We shall arrange a date to carry out any repair services once these parts have arrived or we know the date by which the parts shall arrive.
3.7 We are not responsible for delays outside our control. If our supply of the services is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end our contract and receive a refund for any products you have paid for but not received.
Making Changes
4.1 If you wish to make a change to the services you have requested (such as changing a call out date) then please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to our fees or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
4.2 We may change these terms and conditions and/or our services:
(a) to reflect changes in relevant laws and regulatory requirements; and
(b) to implement minor adjustments and improvements or to correct any minor errors. These changes will not affect your use of our services.
We will provide you with prior notice of any changes we make. If you do not agree with our changes then you may cancel our contract, and we will provide a pro rata refund of any money you have made for services that we have not yet carried out.
Limitations on our Repair Services
5.1 The following shall be excluded from the services we offer under these terms and conditions:
(a) any problem with the supply of electricity, gas, water, broadband or broadcast content;
(b) damage to ceramic or glass surfaces;
(c) repairs which relate to AGAs and gas tumble dryers;
(d) repairs to any commercial appliance;
(e) repairs that are required as a result of flood damage; and
(f) any other exclusions set out on our website from time to time.
5.2 We shall not be responsible for:
(a) any costs, expenses or losses which are incidentally caused by the breakdown or repair of any appliance (including but not limited to the cost of removing or reinstating built-in or fitted equipment);
(b) damage to any other property or possessions, unless this was caused by us in breach of our obligations;
(c) cosmetic damage (such as damage to paintwork, dents or scratches) to the appliance or any other item;
(d) any loss, damage or impairment to functionality caused by theft, attempted theft, neglect, any accident, deliberate damage or damage caused by animals, plants or trees, earthquake, flood, lightning, fire, wind, humidity, weather conditions, salt spray, storm or other natural events or catastrophes, abnormally high or low temperatures, plumbing problems, corrosion, chemical exposure, radiation, explosion, sabotage, terrorism, insurrection, revolution, war, riot, armed conflict, civil commotion, rebellion, man-made events or catastrophes or technological hazards (such as computer viruses or date-change faults);
(e) files lost due to a repair or replacement and your failure to back them up;
(f) fraud or attempted fraud, or where the condition of the appliance is not consistent with the request you made; and
(g) any other limitations or exclusions set out on our website.
5.3 Sections 5.1 and 5.2 do not mean that we are obliged to offer any repair services that fall outside of these exclusions and limitations.
Your rights to end the contract
6.1 Ending the contract because of something we have done or are going to do. If you are ending our contract for a reason set out at (a) to (b) below the contract will end immediately and you may also be entitled to compensation. The reasons are:
(a) we have told you about an error in the price or description of the services you have ordered and you do not wish to proceed; or
(b) you have a legal right to end the contract because of something we have done wrong.
6.2 Exercising your right to change your mind (Consumer Contracts Regulations 2013). You also have a legal right to change your mind within 14 days of us accepting your order and receive a refund of any amount you have already paid to us where we have not yet carried out any services. Where we have already carried out any services, we have the right to charge you for these services.
6.3 Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind, you can still end the contract before we have finished carrying out our services. If we have carried out any repair services then no refund will be given and you will have to pay us the full cost of the repair(s) (less any amount already paid by you to us) within 28 days of us requesting this in writing.If we have not carried out any repair services then (providing you provide us with no less than [6 hours’] prior notice) no charges shall be payable and we shall refund any amount already paid in respect of services we have not provided. Where less than [6 hours’] prior notice is given then we shall be entitled to charge for any costs we have incurred in preparing for the services.
6.4 To end our contract, please let us know by calling us on 01202 933848 emailing us at info@service-hub.co.uk or writing to us at Arena Business Park, Block A, 100 Holyrood Close, Poole BH17 7FJ. Please provide your name, home address, details of the order and, where available, your phone number and email address.
6.5 We will refund any amount we owe to you in accordance with the above by the method you used for payment as soon as possible (and, where you have ended your contract in accordance with section 6.2 then we shall refund any payment due to you within 14 days of you telling us that you have changed your mind).
Our rights to end the contract
7.1 We may end our contract at any time by writing to you if:
(a) we reasonably determine that you and/or any appliance in respect of which you have requested repair services to be carried out does not meet the criteria in section 2;
(b) you do not, within a reasonable time of us asking for it, provide us with information or assistance that is necessary for us to provide our services, for example, details of your address or the appliance you would like us to repair; or
(c) you do not, within a reasonable time, allow us access to your premises to supply the services and free parking within easy access of the appliance, or we do not have sufficient access to the appliance to carry out our services.
7.2 If we end the contract in the situations set out in section 7.1 we will refund any money you have paid in advance for any services we have not provided, less any reasonable costs we have incurred in preparing for the services. We shall be entitled to charge you for any reasonable costs we have incurred in preparing for the services where you have not paid these in advance.
If there is a problem with our repair services
8.1 If you have any questions or complaints about our services please contact us. Our contact details are set out in section 1.2 above.
8.2 We are under a legal duty to supply services that are in conformity with this contract. Nothing in these terms will affect your legal rights.
Summary of your key legal rights This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06. If we provide you with any replacement parts, appliances or other goods the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product, your legal rights entitle you to the following: up to 30 days: if your goods are faulty, then you can get an immediate refund. up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases, up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back. Where we supply any repair services, the Consumer Rights Act 2015 says: you can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it. If you haven’t agreed a price beforehand, what you’re asked to pay must be reasonable.if you haven’t agreed a time beforehand, it must be carried out within a reasonable time. See section 6.1 above as well.
Price and payment
9.1 The price of our services (which includes VAT) will be the price set out above.
9.2 We accept payment of our fees by debit or credit card. You must pay these fees at the time at which you order our services.
9.3 If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 3% a year above the base lending rate of the Bank of England from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
9.4 If you think an invoice is wrong, please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.
Our responsibility for loss or damage suffered by you
10.1 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
10.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation and for breach of your legal rights in relation to the products as summarised in section 8.2
10.3 We will make good any damage to your property caused by us while carrying out any services, subject to section 5. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services other than as we have set out in our contract.
10.4 We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
Other important terms
11.1 We will handle your personal information in accordance with our privacy policy below.
11.2 We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
11.3 You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. We may agree to transfer our contract with you to the new owner of an appliance, but will not agree to transfer our contract from one appliance to another appliance (other than any replacement goods we provide under our contract).
11.4 This contract is between you and us. No other person shall have any rights to enforce any of its terms.
11.5 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
11.6 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
11.7 These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts.
Privacy Notice
About us
We are Service Hub a trading name of Home Service Group Ltd company no. 15174769 and our registered office is at Arena Business Park, Block A, 100 Holyrood CLose, Poole BH17 7FJ. We are the data controller and will process your personal information in accordance with this privacy notice.
How we may use your personal information
If you do not provide this information we will be unable to provide our services to you.
We use your personal information to carry out the activities set out in (a) and (b) above because we need to do this in order to carry out our contract with you. We carry out the activities set out in (c) if and on the basis that we have your consent to do this, but you can ask us to stop providing this information at any time by contacting us.
We will not transfer your personal information outside of the European Economic Area.
Storing your data
We will keep your personal information for a maximum period of six years after any contract you have with us comes to an end.
Your rights
We are committed to processing your personal information and in accordance with your rights. This means that:
We shall provide you with a copy of any information we hold about you, certain to any legal exemptions.
We will correct any information about you which is inaccurate when we become aware of this.
We will provide any replacement provider of our services with personal information that you have provided to us in an electronic format if you request us to do so.
You have the right to object to us using your personal information in any way that causes you unreasonable damage or distress.
You have the right to request that we delete your personal information if we no longer have any reason for storing or using it.
Please contact us at Arena Business Park, Block A, 100 Holyrood CLose, Poole BH17 7FJ or call us on 01202 933848 if you would like to exercise any of these rights. You also have the right to complain to the Information Commissioner’s Office (the UK supervisory body) if you feel that we are not treating your personal information in accordance with data protection law. Further information can be found on their website (www.ico.org.uk).
