Official service provider of Bertazzoni & Zline, Zephyr and Hestan
BBB accredited
Terms & Conditions Policy
1. Services and maintenance:
1.1 The company Prime Fix Appliances Repair provides diagnostic, repair and maintenance services for various types of household appliances, including refrigerators, washing machines, dishwashers, ovens, stoves and more.
A full range of services is provided for each type of appliance, including repair of electrical and mechanical components, diagnosis of problems, replacement of spare parts, and maintenance.
1.2 At Prime Fix Appliances Repair, we specialize in appliance repair. We want to make it perfectly clear what you can expect when you choose us:
Repair, Not Replacement: Our primary focus is on repairing appliances, not replacing them. Our skilled technicians are experts in diagnosing and fixing issues with a wide range of appliances.
Parts Replacement: If the necessary parts are accessible and available, we have the capability to replace them as part of our repair process. This means that we can often restore your appliance to proper working condition by replacing faulty components when we come back a second time to complete services. We do not manufacture parts, so we aren’t responsible for the timeliness of the manufacturer or supplier.
Third-Party Technicians: If you have a warranty for your appliance, it’s important to understand that we typically act as third-party technicians enlisted to assist you in repairing your appliance. We work in cooperation with your warranty provider to ensure that your appliance is repaired correctly. We are not your warranty provider or manufacturer.
Direct Service Calls: If you’re contacting us directly to address an appliance issue on your own accord, we can come to your location, perform a service call, assess the problem, order any necessary parts, and proceed with repairing your appliance.
2. Appointment and payment:
2.1 An appointment for a repair visit can be made through an online form on the company’s website or by calling a specialized service department.
2.2 The company does not set a tariff rate for hours of work, but charges for the project as a whole.This means that the cost of repairs is determined based on the complexity, scope of work, and cost of spare parts, rather than the number of hours spent on the repair.
2.3 Payment for the initial inspection is due at the point of booking and prior to the engineer’s visit. We will usually only collect the payment for the initial visit at this point, any additional labor and or replacement parts used from van stock will be collected from you by the engineer on the day. We will also ask for payment in advance for any replacement parts that are specially required for your appliance.
2.4 Payment for services is made at the time of repair. Check and credit/debit cards are accepted.
3. Service Call Fee
Service call fee as a flat fee (not refundable) for our first visit. You pay this amount upfront when our technician arrives to assess your appliance.
4. ESTIMATES:
Our estimates are valid for a period of 30 days from the date of issuance. It’s important to note that any payment made by the customer, whether it’s a deposit, payment for parts, labor, or any other related fees, signifies the customer’s explicit acceptance of the provided estimate. This payment also serves as a clear agreement to adhere to all the terms and conditions detailed herein.
5. Warranty:
5.1 The company provides a warranty for repairs and parts used during a specified period. The warranty period may vary depending on the nature of the repair and the equipment used.
5.2 If the problem occurs again during the warranty period(*), the company will fix the problem or replace the spare part free of charge.
5.3 Prime Fix Appliances Repair reserves the right to make void any warranty upon the end user or unauthorized person or agent, removing or tampering with any parts fitted to the appliance by Prime Fix Appliances Repair during the warranty period. Any goods supplied by Prime Fix Appliances Repair shall remain the property of our company. Ownership of any goods supplied will only transfer upon cleared funds.
5.4 The company doesn’t provide warranty:
-on the customer part.
– In case of evidence of third party manipulation after the repair.
*Warranty period for labor – 90 days, warranty period for the parts up to 1 year depends on the manufacture
6. Future faults
After a repair our chargeable work and the parts used are guaranteed for 12 months and the labor charges for 6 months. In order to claim under this guarantee, please keep your invoice as proof of purchase so that you can claim under this guarantee, and give the invoice number to the Customer Service
7. Cancellation and refund policy:
7.1 The client can cancel or reschedule the scheduled visit by notifying the company no later than 2 hours before scheduled appointment.
7.2 A refund is possible in cases where the visit was canceled due to the company’s fault or in cases specified in the terms of the warranty.
7.3 If the client fails to notify the company of the cancellation of the scheduled visit with sufficient time, he or she is obliged to pay a certain amount for the unannounced visit.
The amount of payment for an unannounced visit may be determined by the company in accordance with the costs of planning and preparing for the visit.
8. Installation charge:
8.1 Our standard installation charge encompasses the removal and/or installation of an appliance, without necessitating the disturbance or removal of any other fixtures. Please be aware that the repair or modification of gas, water, ventilation, or electrical systems is not included in this charge.
8.2 We do not undertake the verification of regulatory compliance for these systems; it is solely the customer’s responsibility to ensure compliance. Additionally, it’s important to note that the installation charge quoted does not cover the cost of materials such as vent hoses, water lines, gas lines, hoses, fittings, and similar items.
8.3 In cases where the installation of an appliance requires the assistance of a second person (e.g., for stacked washer and dryer units), an additional person will be billed separately.
8.4 Furthermore, please be advised that a service call fee will be applied if the installation cannot proceed as scheduled. We appreciate your cooperation in understanding these installation charge details, which allow us to provide efficient and transparent service.
9. Completed repair:
9.1 A repair is considered complete when the technician has determined that the unit is now working, and they mark the job as “repair completed.” This signifies the customer’s acknowledgment that the appliance has been repaired and serviced to their satisfaction.
9.2 Payment in full also serves as confirmation that the customer has thoroughly reviewed and tested the appliance post-repair.
10. Limitation of liability:
10.1 The company is not responsible for any additional costs or damages, including loss of goods or damage to property, resulting from improper use of the equipment.
The warranty does not cover cases of loss of the warranty certificate or mechanical damage.
The company is not responsible in case of evidence of third party manipulation after the repair.
10.2 We will not carry out a repair to your appliance if: (i) parts are unavailable / obsolete; (ii) your appliance is not, in our reasonable opinion, capable of being repaired; (iii) your appliance is, in our reasonable opinion, beyond economical repair; (iv) where there is no fault found with your appliance; or (v) where, in our opinion, your appliance is not reasonably accessible due to manner of its installation. In these instances you will still have to pay the charge for the engineer’s callout.
11. Refusal of service:
11. 1 We want to assure our valued customers that we are committed to providing the highest level of service. However, we reserve the right to refuse service to anyone at our discretion. This measure is typically taken in cases of disrespectful or disruptive behavior that may compromise the safety and efficiency of our technicians or any team member.
11.2 Please be aware that in situations where service is refused due to customer actions or behavior, a service call fee may be charged. Our goal is to maintain a respectful and safe working environment for our technicians while delivering top-notch service.
12. Confidentiality and protection of personal data:
The Company undertakes to maintain the confidentiality of all personal data of its clients, including addresses, telephone numbers and other contact details.
Personal data of clients is not transferred to third parties without the written permission of the owner.
13. Intellectual property:
All content, including texts, images, logos, and other materials, is owned by the company and protected by copyright law.
14. Jurisdiction and litigation:
All disputes arising in connection with these terms and conditions shall be resolved in the court competent for the location of the company.
Rest assured, your appliance repair is in trustworthy hands. We are fully equipped to service your appliance. Choose us for peace of mind during your repair process.
