About Our Fixed Price Repair
This is a fixed price repair product. It is suitable for, and meets the needs of customers who want a faulty Appliance repaired and know what the cost of that repair will be at the outset – the fixed cost.
You should make sure that You read these terms and conditions carefully and if You have any questions contact us using the details below.
If We cannot repair Your Appliance then You will receive a full refund of the original amount paid subject to our cancellation and variation conditions.
Monday to Friday 9:00am to 6.00pm
Saturday & Bank Holidays 10.00am to 4.00pm
We are not open on Christmas Day and New Year’s Day.
Telephone: 0800 8654111
Address: Go Assist Ltd, Richmond House, Richmond Hill, Bournemouth, Dorset, BH2 6EZ.
Definition of Words
Appliance: Your Appliance(s) as describe to Us.
Diagnosis: The diagnosis of the actual problem with Your Appliance either through Our free-phone helpline facility, or an onsite visit by one of Our engineers.
We, Us, Our: Go Assist Limited, the provider of Your fixed price repair.
Working Day: Monday to Friday excluding Bank Holidays.
You and Your: The individual named in Your application for a fixed price repair.
Fixed Price Repair Inclusions
Labour and parts (if required) up to the value of £200 unless specified otherwise by Our agent during Your initial call with Us.
Repair of the fault described to Us via Your online application or over the phone.
Testing of the Appliance after repair.
Fixed Price Repair Exclusions
Appliances installed or situated in mobile homes or boats.
Repairs required from this service as a result of negligence, misuse by You or poor installation or installation of Appliances not within manufacturers guidelines.
Repairs as a result of Appliances being affected by flood damage.
Any Appliance details which differ from the ones used to obtain a quote online or over the phone.
Re-gassing of Appliances that make Use of R134 and/or R12 gas.
Hobs with a glass or ceramic top.
Any loss as a result of an Appliance breaking e.g. food spoilage, clothing damage etc
If Our engineers or We determine that any of the above exclusions apply then we will cancel the repair and refund You the initial payment less a £79 call out charge.
If the engineer cannot park within 400m of Your address.
Your Fixed Price Repair Schedule & Requirements
On completion of Our service request form You will be charged the agreed amount subject to Our terms and conditions. You will then receive confirmation via email, post or telephone about Your repair.
Our engineer will contact You to visit on Your preferred date, or We may arrange an alternative date with You if the engineer cannot make the requested date. You must provide adequate free parking for the engineer with good access to Your property.
After Diagnosis by Us or the engineer and We determine that part(s) are required then these will normally be ordered within one Working Day from the date of diagnosing the problem at Your property. Parts will normally arrive within two Working Days if in stock, if not We will inform You of the progress in obtaining the required part(s) and arrange a suitable date with You to repair Your Appliance. Some parts may not be easily or obtained at all by some manufacturers due to the Appliance type, model and age therefore this may incur a delay in the repair.
Our engineers must have good accessibility to the Appliance. If the Appliance is tightly fitted or required to be pulled out of its position We cannot be held responsible for any damage to the surroundings. If Your Appliance does not have good accessibility We reserve the right cancel the repair. If this is necessary We will refund Your fixed price repair payment less a call out charge of £79.
Engineers are available between 9:00am and 5.30pm Monday to Friday excluding UK Public Holidays.
Your fixed price repair will expire after 30 days unless You are awaiting parts or an agreed date with Our engineer. If You wish to continue after this period another fixed cost repair contract will be required in order to proceed.
Our Repair Guarantee
We will re-perform any repair free of any charge if the same fault recurs within 90 days following Our repair of Your Appliance.
This guarantee however, will not apply in the event that the same Appliance defect occurs as a result of:
1. Wilful damage;
2. Your Use of Your Appliance otherwise than in accordance with the user instructions;
3. Any tampering with, or alteration of, the Appliance by anyone other than Us; or
4. A fault in any other Appliance, such as (without limitation) a hot water system to which Your Appliance is connected.
If You request an engineer to re-visit and repair Your Appliance but an unrelated fault is found to the original fault and You wish to continue with the repair, You have the option to pay for another repair at the rate You paid originally if it is within 90 days of that repair. If You decide not to continue You will be charged £79 immediately from the debit/credit card You paid from for Your original repair. You will also be charged £79 if You miss or cancel Your appointment within 24 hours of the re-visit.
This Guarantee does not affect Your statutory rights as a consumer. If You prefer, You may rely on Your statutory rights rather than make a service request under Our guarantee.
For further information about Your statutory rights please contact Your local authority Trading Standards Department or local Citizens Advice Bureau.
Cancellation & Variation
All refunds will be processed via the debit/credit card You paid with. Should the payment fail a cheque will be sent to You within 5-10 Working Days.
You must notify Us 2 days before Your appointment if You change address.
If You purchased a reduced price repair in exchange for setting up an insurance policy with one of Our insurance partners and You wish to cancel the insurance policy within 12 months of setting up the policy, then You will be liable to a £50 charge that will apply on the day of cancellation of the insurance policy.
You will receive a full refund if:
We cannot repair Your Appliance.
You cancel at least one Working Day before the engineer is due to visit.
We or Our engineer needs to amend Your appointment date and a suitable alternative cannot be found.
After 10 weeks from the date of Your appointment the part(s) required are still unavailable and Your Appliance is inoperable either party has the right to cancel unless non-returnable parts have been ordered.
Upon investigation We cannot obtain spare parts from Our suppliers to repair Your Appliance.
You will receive a refund less a £79 call out charge if:
You miss Your appointment and the engineer cannot gain access to the Appliance.
You reject an offsite repair that may be required by Our engineer.
A next Working Day appointment is cancelled by You.
The labour and parts limit is not enough to cover the repair of Your Appliance and You do not wish to make any further payments.
If We reasonably believe that the health and/or safety of Our engineer cannot be guaranteed once on site.
You will not receive a refund if:
You cancel Your fixed price repair after Our engineer has diagnosed on site or over the phone and repaired Your Appliance or is awaiting parts.
You have paid any additional amount for parts for Your fixed price repair due to the parts and labour limit being exceeded, You will not receive any refund. This includes any parts on order or those that become obsolete and also if the Appliance becomes beyond economical repair during the service.
We send an engineer and there is no fault found with Your Appliance.
Caring for Our Customers
We are committed to providing You with the highest standard of service and customer care We are able, but we do realise that there may be occasions when You feel that You have not received the standard of service You had expected.
Should You have any cause for complaint about any aspect of the service We provide under Your fixed price repair, please contact Us at Go Assist Ltd, Richmond House, Richmond Hill, Bournemouth, Dorset, BH2 6EZ, and we will do Our best to resolve Your issue.
If We are prevented from providing services under Your fixed price repair as a result of an unusual or unforeseeable event or circumstance beyond Our reasonable control (‘Force Majeure’), We shall not be in breach of this agreement.
In such circumstances We shall be entitled to a reasonable extension of the time for performing such obligations, provided that if the period of delay or non-performance continues for one month, You may terminate Your Fixed price repair by giving written notice to Us.
Force Majeure events include, but are not limited to, war, threat of war, riot, civil disturbance or strife, terrorist activity (actual or threatened), industrial dispute, natural or nuclear disaster, fire, flood, major adverse weather conditions, Acts of God and failures of Our subcontractors to perform their obligations.
We reserve the right to refuse to provide a service and / or cancel Your repair if You or anyone representing You behaves in a threatening or abusive way to Our employees or engineers. In this instance You will not receive any refund. We will not be liable for any further damage that is caused by You using Your Appliance after requesting a repair service from Us i.e. We will repair the damage to Your Appliance to the limit stated for the original problem.
We can, at any time and after taking a fair and reasonable view, make changes to Your fixed price repair to take into account any changes (affecting Us or Your fixed price repair) in law, regulation, or the interpretation of law or regulation.
If any one or more of the provisions of these conditions of Your fixed price repair is / are held to be invalid, illegal or unenforceable in any respect, the validity, legality and enforceability of the remaining conditions of Your fixed price repair shall not in any way be affected or impaired thereby.
Use of Language
Unless otherwise agreed, the contractual terms and conditions and other information relating to this contract will be in English.
Your Personal Details
We shall Use and safeguard Your personal details in accordance with all applicable Data Protection legislation.
We will share Your information with partners and companies acting on Our behalf to enable the repair of Your Appliance or who may provide You with offers that might interest You.
You have the right to ask for a copy of the information We hold about You (We may charge a small fee). If You find at any time that any of the information We hold about You is incorrect then You should promptly notify Us and We will correct the inaccuracy.
We may Use Your personal details to inform You of Our other products and/or services. We may also share Your information with third parties who may contact You by phone, email or mail to offer suitable services and/or products. If You would rather not receive any such communications, please contact Us in writing via the contact form on our website: www.go-assist.co.uk.
Customers with Disabilities:
If You have any problems reading Your fixed price repair terms, You can always contact Our customer services on 0800 8654111 and We will arrange for a large font to be provided.