Booking a Repair
When you contact NG Repairs Ltd to book a repair, one of our representatives will quote you the relevant Service Charge for the appliance type that you need repairing. Once your repair has been booked, if the repair is being allocated to an Employed Engineer, we will diarise an appointment with you there and then. If the repair is allocated to a Network Engineer, your Engineer will contact you directly within 1 Hour to confirm the details and arrange a suitable time.
We are not insurance company. If you got the appliances insurance with any insurance company, you need to contact them. We are not doing free repairs if you got the insurance with insurance company. If you book us for the repair you will need to pay £30.
Speed of Service
NG Repairs can offer Same day / Next day repairs. Same day / Next day repairs are classed as callout within 24 – 48 Hours. During busy times, times when Engineers are on Annual Leave or on Sick Leave and in some rural locations, it may be that we cannot hit that target. If we can’t offer an appointment within 24 / 48 Hours, you can cancel the repair at no charge. If this is the case, you might be asked if you would like to provisionally book just in case you cannot find anyone else to attend sooner. Provisional bookings are cancelable at any time at no cost.
We do not:
- We do not repair commercial appliances however we will repair domestic appliances installed in commercial premises. In such instances we do not offer a guarantee on these repairs.
- We do not accept liability for any losses which you may incur before, during, or after, us providing our products/services. This includes, but is not limited to; food loss and laundry costs.
Like all other National Repair Networks, our Network is made up of employed and self employed engineers. Depending on your location and appliance type, depends on whether the repair is completed by NG Repairs Employed Engineer. You are always given the Engineers details and contact details when your repair has been booked so you will be aware of who will be contacting you to make the repair visit arrangements.
What is included in my Fixed Fee Service Charge?
The Service Charge that you pay will include callout and all the labour time needed to carry out a diagnostic test or repair. Any parts that might be required to complete a repair are not included in this fee.
Service Charges are payable directly to the Engineer on the first visit to your property. In the case of rental properties / business properties where the bill payer will not be present, payment may be required at the point of booking. If an Engineer attends and diagnoses a fault which then leads to a repair quotation, the Service Charge is payable whether you decide to proceed or not. NG Repairs does not offer free callouts / free estimates.
If you decide not to proceed with a repair due to cost of parts after our initial visit, this is deemed as a repair cancellation and therefore no refund for the Service Charge will be made.
Guarantee Periods (Repair Guarantee)
All repairs completed by NG Repairs Ltd comes with a 6 Month Repair Guarantee. This is to ensure that the repair has been completed correctly. Should you need to have the engineer return after a repair, if the fault relates to what the engineer did on the previous visit, the Engineer will rectify any issue and there will be no further charge. If the Engineer attends and finds that the re-visit relates to a new fault or a separate fault that was not reported on the original repair booking, you may be required to pay a diagnostic Charge of £30.
There are some repairs that are excluded from the Repair Guarantee. The following repairs do not carry a repair guarantee:
A repair carried out where a blockage / foreign body has been removed from the appliance
Door parts, including handles, glass and fixtures
Cosmetic parts including facias, trims and decor surrounds
Drum lifters / Paddles
All Engineers carry a selection of commonly used spare parts. Given the vast range of parts for all appliance types and makes / models, it is impossible for Engineers to carry everything therefore there may be instances where parts will need to be ordered. If parts need to be ordered, you will be advised of the cost and ETA of the spare part/s before agreeing to continuing with the repair. Spare parts are non returnable and non refundable once fitted unless they are faulty in which case we will replace any faulty part free of charge whilst it’s in our Guarantee Period.
If a spare part is Obsolete / No Longer Available, we will inform you of this and give you an opportunity to source the parts from an Independent Spare Parts Distributer if they happen to have some old stock still available.
Spare Part Prices – Parts that NG Repairs supply and fit are sourced either from Manufacturers directly or via a 3rd Party Distributer. Our prices are set by our Parts Department and all parts are quoted for before you agree to purchase the part from us. Once you have accepted the quote and paid for a spare part order, we do not re-imburse if the same part can be found cheaper online. NG Repairs will never indicate in any way that the price you pay is the cheapest available so we do not offer a Price Match on spare parts. Customers have the option to source and supply their own parts should they choose and NG Repairs will return to fit any self-sourced part Free of Charge to complete the repair. In instances where self-sourced parts have been ordered incorrectly, been mis-picked, are damaged or in any way not usable, NG Repairs may charge a £30 Callout Fee for the Callout as we will need to make a third visit.
Where spare parts are ordered directly , providing that they are in stock, all parts will be dispatched within 24 Hours and sent Next Day Service via DPD or Royal Mail / Parcelforce Signed For Service.
Cancelling your repair
You may at any time cancel (not later than 2 hours before the engineer comes to your property) your repair and you will not be charged a Service Charge
Personal Data – We do not share your details with any 3rd parties that are not directly involved with your specific repair
Card Payments – We do not store credit card details nor do we share payment details with any 3rd parties
In the unlikely event that you wish to make a complaint about your repair, please email your complaint to firstname.lastname@example.org and ensure to include your NG Repairs Job Reference in your email. All complaints need to be emailed so there is an audit trail of what’s being complained about and what the resolution was. Please note that staff at the NG Repairs Contact Centre will be unable to help with any complaint over the telephone so as we are rigid in keeping complaints to emails and audit trails in place. Any complaint email will be investigated within 24 Hours of receipt and an NG Repairs Representative will contact you to confirm that your complaint has been received and it is being investigated.
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.