Terms and conditions
1. Our Responsibility
1.1) Avon Ruby UK Ltd will ensure that all members of our team of engineers are suitably competent, properly trained and courteous.
1.2) all our engineers will carry out the work in accordance with our estimate with all reasonable care and skill using sound materials.
1.3) if during he course of our work for you, it is believed further work may become apparent, Avon Ruby UK Ltd will discuss works and further costs before any works continues. You will however be charged for any work already carried out, and parts or materials used up until this time.
1.4) whilst we will do everything within our power to keep the timeslot agreed (Monday-Friday 8am-4pm) unforeseen circumstances may delay us or cause us to cancel and re arrange the appointments. We will always try and keep you informed of the situation if delays may be expected
1.5) we will make every effort to complete the work by any time agreed with you. You must appreciate, however, that sometimes delays may occur for reason beyond our controls. If such delays occur we will complete the work as soon as possible
1.6) In addition to your statutory rights we will, if we can, pass on to you the benefits of any guarantees provided by a manufacturer or supplier or any parts or materials used in the course of work
1.7) All rubble/rubbish will be removed during/ after the course of our works
1.8) We have a no hidden charges policy and our rates are explained fully at the time of booking our services and clarified by the engineer at your property before any work is commenced.
2. YOUR RESPONSIBILITY
2.1) You will ensure that all furniture, furnishings, fixture and fittings are removed that we can carry out our work, unless we have agreed to do this as part of the work
2.2) You will cover and protect all furniture, furnishings, fixtures and fittings, which are not removed.
2.3) You will obtain all permissions and consents (for example from your landlord or the local authority) that are required before the work can be carried out.
2.4) You will provide at no cost to us, an electricity supply of 220/240 volts with a three-pin point within 10 meters of the place where our work is being carried out.
3. THINGS YOU SHOULD KNOW
3.1) where we agree to carry out work to an existing system, we assume that the rest of the system is in good condition. We cannot be held responsible for any damage caused or extra work required if this is not so.
3.2) with most types of work, it usually the case that some damage will be caused to decorative finishes such as paintwork and wallpaper. We will take all reasonable steps to avoid this, but cannot be held responsible for any damage.
3.3) Our work will not include the fixing of specialist flooring or putting back of furniture, furnishings, fixtures or fittings unless we agree to do this as part of the work
3.4) some customers do not accept the advice that we give and ask us to carry out the work regardless, which in our view is not the best way of proceeding. If you ask us to proceed in such a way and we agree to do so, our liability (if any), arising from such work shall take into account reservations express by us, the advice that we give.
3.5) If we remove any parts or materials that may be subject to claims by us against manufactures or suppliers, we may not be able to leave them with your (under guarantee).
3.6) we would remind you that the heating and plumbing section is primarily in emergency service and our engineers are on call to deal with urgent repairs and faults
3.7) On this basis you should note that you will be given a fixed fee by our call centre that will cover the cost of the engineer attending your premises and either correcting the fault if it is a minor adjustment or giving you a price to correct the fault where extra time or parts are required.
3.8) In the event that you have requirements for a quotation for non-urgent work to be carried out you must request a free estimate from the call centre. 3.10) we cannot be held responsible for the parts being unavailable at our suppliers or the wrong parts being supplied/faulty however we will get replacements as quickly as possible as long as there is availability.
4.1) Payment for the work that we have carried out will be due to the engineer on completion, the only exceptions are authorized account customers.
4.2) If you do not pay us when you should, we may charge interested at the rate of 2% per day and a £25 administration fee; if after 40 days it remains unpaid it will be passed to our legal department for the collection of the outstanding amounts. Our charges are calculated on either;
4.3.1) a time and materials basis at the agreed labour rate
4.3.2) a fixed price for completing the work
4.3.3) a quotation report
4.4) All charges start from the time our engineer enters your property. After the engineer has diagnosed the fault, he may give you a fixed price estimate too complete the work. If you accept this price he will ask you to sign your agreement and your instruction for the works to proceed. The full price will be payable upon completion.
4.5) If you have called our emergency service on evenings or weekends, we will have given you a price for our emergency service engineers.
4.6) Any estimate given by us to you before we start work, we will be given good faith in the light of our assessment of the work to be carried out and taking into account all of the information then available to us. Unless a fixed price (quotation) is agreed, our charges will be based upon the time spent and the charges for materials agreed between us
4.7) we are a VAT registered business and obliged to collect VAT on behalf of the tax authorities. Value added tax is added to all accounts and is included in your final bill
4.8) We can accept payment by cheque, cash, credit/debit card or BACS payment. If a credit card is used there will be a 3% surcharge.
4.9) Please check work upon completion that it meets your instructions. You will then be asked to sign authorization/worksheet/satisfactory sheets. All parts and labour are guaranteed, the length of time of this guarantee is dependant on the type of job carried out.
4.10) *note Avon Ruby UK guarantee does not cover drain clearance unless otherwise stated on your invoice or quote sheet.
4.11) Please not that all parts/fixtures and fittings etc remain the property of Avon Ruby UK Ltd until paid for in full.
5. CUSTOMER CARE
5.1) Sometimes mistakes do occur. If you think that something has gone wrong, please contact our customer care department by telephoning the number 020 85751336 5.2) There are some things that you can do to help ensure that everything goes smoothly; let us have as much information as possible about work you want carried out. If we are being asked to repair an installation that has broken down, please let us have as much information as possible (including manuals or documentation) about circumstance of breakdown. Some faults can be found be found easily, others may be difficult to locate or only occur intermittently. In some cases, we may have to carry out a considerable amount of preliminary work before a fault is found. 5.3) When faced with a choice between as expensive repair or replacement and a cheaper repair, please bear in mind that the expensive solution may be better value for money in the long run. Take interested in the work when it is carried out, if you are not happy with something please say so immediately so that it can be resolved before the work continues. Please check the work when it is finished and satisfy yourself that it has been carried out to your satisfaction. You will then be asked to sign a worksheet/satisfaction note.
6. MAKING A COMPLAINT
6.1) If you wish to make a complaint, please check first that all the matters that you are concerned with come within the scope of the work that we have carried out. If there is still something that you wish to take up with us, please contact our customer care department by telephoning the number set out overleaf. We will then look into you complaint. If you complaint is about something that we cannot resolve over the telephone, we will advice you to put it in writing to our customer care department at the address set out below or overleaf
6.2) if the complaint arises out of something for which we are liable, we will put matters right as soon as reasonably possible at no cost to you
6.3) if we undertake work in response to a complaint that does not arise out of work that we carried out, then we will make a charge to you.
6.4) A claim or counter claim by the customer against the company in respect of one particular transaction shall not be made the reason for deferring payment or withholding payments of monies payable or liabilities incurred to the company in respect of any other transaction