DM Home Appliances – Terms & Conditions

 

1. Appliance Repairs

 

 

 

1.1 – What Our Fixed Rate Covers

 

 

Our standard call-out fee includes the visit from an engineer, fault diagnosis, all labour required on the day, and any return visits needed to resolve the same fault. This fixed fee is based on the appliance and fault details provided at the time of booking. It applies whether a repair is completed during the first visit or not and is still payable in the event that the fault cannot be fixed due to parts availability or other limitations.

 

 

1.2 – Parts

 

 

Any replacement parts needed are charged separately and clearly quoted for. These are not included in the call-out rate unless agreed otherwise in writing.

 

 

1.3 – Repair Limitations

 

 

While we aim to repair most domestic appliances, certain brands, models, or older units may require specialist parts that are either delayed or no longer available. We will always advise you of any such issues promptly.

 

 

1.4 – Payment Terms

 

 

• For private customers, payment is due on the day of the visit, by card or cash.
• For landlords or letting agents, the call-out fee must be paid in full before the booking is confirmed.
• Where a part is a special order or high cost, we may request full payment for the part before ordering.
• Any unused parts that were paid for in advance will be refunded if not fitted.

 

 

 

1.5 – Parts Ordering & Return Visits

 

 

If parts are not in stock, we typically order them within 1–2 working days. Delivery timeframes vary depending on supplier availability and brand. Once received, we will contact you to book a return visit at your earliest convenience.

 

 

1.6 – Appointment Times

 

 

We always aim to attend at the scheduled time and date. On rare occasions where delays occur due to traffic, emergencies, or part delays, we will contact you as early as possible to rearrange.

 

 

1.7 – Appliance Type

 

 

We only service domestic appliances. If a domestic unit is installed in a commercial premises, we may still complete the repair, but no warranty will be offered in such cases.

 

 

1.8 – Consequential Loss

 

 

DM Home Appliances accepts no liability for losses incurred due to appliance failure or delayed repair — this includes, but is not limited to, spoiled food, missed work, laundry costs, or third-party call-outs.

 

 

1.9 – Multiple Appliances

 

 

If multiple appliances require inspection or repair during the same visit, each appliance is charged at our standard call-out rate.

 

 

1.10 – Parking & Access

 

 

It is the customer’s responsibility to ensure suitable parking is available. If a permit or specific instructions are needed, please provide these in advance. Any parking fees or fines incurred during the visit may be added to the final invoice.

 

 

1.11 – Two-Person Repairs

 

 

If your appliance requires a second person to move or access (e.g. stacked tumble dryer), additional charges may apply. We will always discuss this with you first.

 

 

1.12 – Customer-Supplied Parts

 

 

We do not recommend using parts not supplied by DM Home Appliances. If we agree to fit a customer-supplied part:

 

• No warranty will be provided
• We are not responsible for any resulting faults
• Additional charges may apply if the part is incorrect or faulty

 

 

 

1.13 – Materials Fee

 

 

A small fee (typically £3.00) may be applied to cover essential consumables used during the repair (e.g. fixings, ties, adhesives). This will appear on the invoice as “Consumables.”

 

 

 

 

2. Bookings & Attendance

 

 

 

2.1 – Engineer Attendance

 

 

All repairs are carried out by DM Home Appliances. In the unlikely event that we refer a trusted third party (with your consent), the same terms and rates apply, and we remain your main point of contact for warranties and complaints.

 

 

 

 

3. Site Conditions & Repair Limitations

 

 

 

3.1 – Misreported Faults or Inaccessible Appliances

 

 

If the fault is not as described at booking, or the appliance is not safely accessible (e.g. built-in or obstructed), we may be unable to carry out the work. In such cases, the call-out fee still applies.

 

 

3.2 – Unrepairable Appliances

 

 

If a repair is not possible due to parts being unavailable, obsolete, or uneconomical, the standard call-out fee remains payable.

 

 

3.3 – Unsafe or Unclean Conditions

 

 

If the property is unhygienic or presents health risks (e.g. rodent/insect infestations), our engineer may refuse to continue work. In this case, the full service charge still applies.

 

 

3.4 – Cancellation or Missed Appointment

 

 

• Cancellations made with less than 24 hours’ notice will incur a £40 fee.
• If access is not possible upon arrival, the full call-out fee will still be due.
• If multiple appointments are missed without notice, a rebooking may be refused or a fee charged.

 

 

 

3.5 – Damage & Liability

 

 

We take care to protect your property during our work. However, we cannot be held responsible for damage to flooring, cabinetry, or surrounding fixtures unless proven to result from clear negligence. Please report any concerns immediately to the engineer or in writing within 48 hours.

 

 

3.6 – Diagnosis & Progressive Faults

 

 

Some components may need replacing to fully test other systems. If an additional fault is revealed following part replacement, further work will be quoted and charged separately.

 

 

3.7 – Special Order Parts

 

 

If a part is specifically ordered for your appliance, it cannot be refunded once ordered. Please ensure you wish to proceed before confirmation.

 

 

 

 

4. Warranties & Guarantees

 

 

 

4.1 – Coverage

 

 

All repairs are covered by a 6-month warranty on labour and any parts supplied by DM Home Appliances. This does not apply to:

 

• Customer-supplied parts
• Subsequent faults unrelated to the original issue
• Appliances relocated, modified, or tampered with following our visit

 

 

 

4.2 – Exclusions

 

 

Warranty does not cover consumable or cosmetic parts (e.g. door seals, bulbs, shelves, brushes), damage caused by misuse, or parts known to fail through wear and tear.

 

 

 

 

5. Payments, Debt, and Recovery

 

 

 

5.1 – Payment Terms

 

 

Payment is due:

 

• On the day of the visit (for standard customers), or
• In advance (for landlords or tenanted properties)

 

 

We accept card or cash. Invoices are issued at point of service or shortly after.

 

 

5.2 – Late Payments

 

 

Failure to pay within agreed terms may result in:

 

• Statutory interest at 8% above the Bank of England base rate
• A £40 late payment fee
• Referral to debt collection agencies, with all recovery costs and a £30 admin fee added

 

 

 

 

 

6. Website Use & Intellectual Property

 

 

 

6.1

 

 

All content on our website (text, images, logos, branding) is the intellectual property of DM Home Appliances. It must not be copied, altered, or reproduced without written permission.

 

 

6.2

 

 

We may include links to external websites for your convenience. We are not responsible for the content, reliability, or data practices of these third parties.

 

 

 

 

7. Updates to Terms

 

 

 

7.1

 

 

These terms may be updated at any time without notice. The latest version will always be available on our website and will apply to all bookings made thereafter.

 

 

 

 

8. Data Protection & Privacy

 

 

 

8.1

 

 

We collect customer data solely for the purpose of providing services, handling payments, maintaining warranty records, and fulfilling legal obligations. Your data is stored securely and never sold to third parties.

 

 

8.2

 

 

You have the right to access, amend, or request deletion of your data. To do so, please contact us at:

 

📧 dmappliancerepairs@gmail.com

📞 07821467553