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Terms and Conditions

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UKA247 Terms and Conditions

UKA247 is a trading name for Uk Assistance247 Ltd co.reg : 0545102

 

 

Boiler, Plumbing, Electrical Repairs - what is included?

 

The repair rates include VAT

Labour rates are calculated for each full or part hour at your property - you will not be charged for travel to or from your property but you will be asked to pay a higher rate for the 1st viusit to your property

 


Our rates:

 


Monday - Friday 09.00 to 17.00 - 1st hour or part on site : £107.11 - subsequent hours/part hours on site £58.80

All other times excluding Bank Holidays -1st hour or part on site £133.51 - subsequent hours /part hours £80.40

Bank Holidays - 50% mark up will be applied to the above rates

Parts - parts are supplied by Wolseley Group at their recommended retail price as published online


Your Repair Appointment:


1) On completion of your quotation and acceptance of our terms and conditions your credit/debit card will be charged at the agreed fee.

2) You will receive a verbal/ text or emailed confirmation of your booking and estimated time of arrival

3) Our approved service engineer will call out on the agreed date and carry out the repair to your gas boiler, plumbeing or electrical installation If any part(s) are required the service engineer will usually deliver and fit the part(s) within 1 working day of the call out.

4) If the part(s) are not in stock we will arrange to obtain the part(s) from our suppliers and will keep you informed of progress (normally via phone). As soon as the part(s) are available our service engineer will contact you to arrange a new appointment date to complete the repair.

5) It should be noted that occasionally because there are a handful of manufacturers whose parts are not easily sourced and in some cases these have to be obtained from abroad which will result in a delay in completing the repair; if this is the case then we will inform you of the position

6) All repairs will require full and easy access to the affected area or gas boiler, if your appliance cannot be easily accessed to facilitate the repair we reserve the right to abort the repair. In such instances we will refund you the original fixed price fee paid less a call out / administration charge of £90. If we are required to carry out trace and access works in order to make access to the repaired area then you will be charged for any time involved in these works. The costs of making good any areas damaged during this process will not be accepted by us and you will be required to arrange any recitification works at your own expense.

7) Parking that gives reasonable access to your property must be provided for the engineer. If the parking is pay and display or permit controlled, it is your responsibility to arrange for the engineer to park free of charge for the duration of his visit.

8) If you are not able to keep to the agreed appointment time then please provide notice as outlined below- in the event that our engineer has set off to your premises or there is no one available when he arrives then you will be charged £90


If We Cannot Repair Your Boiler


In a few instances the required part(s) may not be readily available from our suppliers and may have extended lead times where they require sourcing from abroad. If after a period of 6 weeks, beginning from the first call out, the required part(s) is / are still outstanding and the appliance is inoperable either party has the right to cancel the repair. In this case you will be entitled to receive a refund of the original fee paid less £90. This can be arranged by calling our Customer Services Department

We reserve the right to cancel further works if on evaluation or during the repair iIf the service engineer deems the appliance un-repairable or unsafe and/or you have agreed with us that the appliance is uneconomical to repair

In this instance you will be entitled to receive a full refund of the original fee paid less £90.

 

Boiler Service


The gas boiler service fee includes VAT and covers the cost of the service engineer’s call out and servicing cost. Prior to the service visit the engineer will arrange an appointment time and date with you. In the event that you cannot keep this appointment then we must receive 24 hours notice to make alternative arrangements with you. If we arrive at your property and cannot gain access then you will be charged the full service fee.


Drain Clearance


The fixed price drain clearance fee includes VAT and covers you against the cost of the service engineer’s call out and evaluation and efforts to clear your drainage system using either rodding equipment or van pack jetting system.

The majority of drain clearance is successful, however, investigations can reveal that the blockage is outside of your property boundary or has a serious underlying cause. In these cases we cannot guarantee that clearance attempts will be successful and there may be cause to involve the local water authority, neighbouring property owners or further investigations. The costs of further investigations and follow on work are not covered by the fixed price fee and no refund will be given should any of these eventualities arise. We cannot offer any warranty or guarantee against future blockages.


Security


The fixed price fee includes VAT and covers you against the cost of the service engineer’s call out and evaluation and a temporary repair to resolve urgent security issues at your property including boarding of doors and windows or fitting of a temporary lock.

 

Changing or Cancelling Your Appointment


You may change or cancel your appointment date at any time up to 16:00 on the day before the original agreed call out date. If you wish to change or cancel your appointment please call our Customer Services Department on 01977 781490. In this case you will receive a full refund.

 If you cancel the fixed price repair at any time after 16:00 on the day before the agreed appointment date we will refund you the original fixed price fee paid less a call out / administration charge of £45.00.

 If our approved service engineer cannot gain access to the appliance and or your property on the agreed appointment date you will be charged a call out / administration fee of £90.00 with the balance of the fee paid refunded to you.

If we or our approved service engineer has to change or cancel your selected appointment date and any alternative date offered is unacceptable to you we will give you a full refund of the fixed price repair fee paid.

If you wish to cancel whilst your repair is in progress, for example, the engineer has visited once but will need to return to complete the repair, we will refund you the original fixed price fee paid less a call out / administration charge equivalent to the time that the engineer hasspent at your property provided no parts have been fitted or placed on order. If parts have been ordered or fitted, you will not be eligible for a refund.


Your gaurantee


The  repair is guaranteed to cover any parts supplied for a period of 12 months from the date the parts were fitted. Works that have not involved the fitting of new parts are not included in our gaurantee as these are regarded as temporary repairs .

If your appliance fails due to faulty parts supplied by us, we will arrange to send the original service provider back to you at a mutually convenient time at no extra cost. In the event of the fault re-occurring during the guarantee period please call our Customer Services Department on 01977 781490

If we have arranged for an engineer to re-visit but you subsequently wish to cancel you may do so up to 16:00 on the day before the agreed call out date. If you wish to cancel after this time or during the repair, you will be charged a call out / administration fee of £45.00, which will be charged to the original card. Calls made directly to the engineer or any other party to request a re-visit are not covered under this guarantee.

This guarantee does not cover any subsequent unrelated breakdown / fault(s) to the appliance/area. If you request an engineer re-visit and an alternative fault is found and you wish to continue with the repair, you will be given the option to purchase an additional repair.

If you call us to book a revisit you will be asked to leave payment details with us to cover the cost of the return visit, however, if the issue is related to parts that we have fitted then this payment will be refunded.

The guarantee becomes invalid if the appliance is not used in accordance with manufacturer guidelines, is tampered with by yourself / any other party or is moved within the property or to a new address.


Other information


You can monitor the repair situation at any time or receive an update from our Contact Centre by calling 01977 781490

If you have a complaint regarding your repair please either call us or email accounts@uka247.co.uk quoting your job number or postcode giving a brief description of your grievance. We will respond within 2 working days.


or


Write to us: UKAssistance247 Ltd, King Charles 11 House, Headlands Rd, Pontefract, WF8 1BQ

 

General Disclaimer

 


The UKA247 web site includes links to external web sites. These links are provided to help you find additional information quickly and easily.  UK Assistance247 Limited accepts no responsibility for the content of these web sites.

UK Assistance247 Limited has done its best to ensure the accuracy of the material contained in this web site but makes no express or implied warranties or representations about any of the content of this web site. UK Assistance247 Limited accepts no responsibility for loss or damage which may arise from reliance on information or advice contained in this web site and shall not be liable for any typographical or other errors or emissions within the material contained in this web site.


Amending these Terms & Conditions


We reserve the right to change these terms and conditions at any time and without notice. Any such changes will take effect when posted on the website and it is your responsibility to read these terms each time you place a booking. By placing a booking you are indicating your acceptance to be bound by the latest terms and conditions.


Data Protection


Your personal information will be held and used only by UK Assistance247 Limited and selected companies or individuals acting on our behalf to complete repairs and we may disclose your information to our service providers / service engineers to undertake the repair to your appliance/home and to provide us with relative technical information. We may also use your data for training and testing purposes. We may pass your data to any relevant regulator or dispute resolution provider.

Information about you will not be used for any other purpose than to support the repair service provided but we may contact you from time to time to promote other UK Assistance 247 products unless you inform us otherwise. 

Your details will not be passed to any other third party for any purpose other when there is a legal requirement or you have requested that we do so. We may contact you by mail, telephone or email. If you no longer want your data to be used by us for future contacts from us and you have not already notified us please write to : Data Protection, UKA247, King Charles 11 House, Headlands Rd, Pontefract, WF8 1BQ.


Governing Law and Statutory Rights


We will communicate in English and English Law will apply unless we have agreed otherwise with you. Nothing in these terms and conditions will reduce or affect your statutory rights; for further information about your statutory rights contact your local authority Trading Standards Department or Citizens Advice Bureau.

We accept all major credit cards