Terms & Conditions
Website: repair-my-appliance.uk
Phone: 0116 488 4570
Mobile: 07936 130619
Last updated: 20th July 2026
1. Your Agreement with Leicestershire Appliance Repair
Leicestershire Appliance Repair is an independent domestic appliance repair business (sole trader) based in Leicester Forest East, providing appliance repair services across Leicester, Leicestershire and nearby areas.
These terms and conditions explain how Leicestershire Appliance Repair will deal with you when you book an appliance repair visit, request a diagnosis, ask for parts to be ordered or agree for repair work to be carried out.
By booking an appointment, paying a call-out and diagnosis charge, accepting a quote or allowing repair work to begin, you agree to these terms and conditions.
2. The information you supply
Please make sure the information you provide is accurate and complete. This may include:
Your name
Your phone number
Your email address
Your address
The appliance type
The appliance make and model number, where known
The fault description
Any error codes, warning lights, leaks, noises or power issues
Photographs or videos, where useful
Details of whether the appliance is freestanding or integrated
If the address, appliance type, access details or fault information provided is incorrect, I may not be able to complete the repair. The call-out and diagnosis charge may still apply.
Where parts are required, exact appliance details are often needed to identify the correct replacement part. This may include the model number, serial number, product number, service number, E-Nr, FD number or similar manufacturer details, depending on the brand.
3. Appointment dates, cancellations and rescheduling
All appointment dates and times are subject to availability.
I may contact you to offer an alternative date or time if needed. By booking an appointment, you agree to make sure someone aged 18 or over is present at the property at the agreed time.
You may cancel or reschedule your appointment at any time before I begin travelling to the property.
If you cancel before I begin travelling, the booking payment will be refunded in full.
If you reschedule before I begin travelling, there will be no cancellation charge and your booking payment will be transferred to the rearranged appointment.
Once I have begun travelling, a cancellation or request to reschedule will be treated as a late cancellation. The booking payment may be retained to cover travel, time already spent, the appointment time reserved for you and any reasonable losses directly resulting from the late change.
If no one aged 18 or over is available when I arrive, I cannot gain reasonable access to the property or appliance, or the appointment cannot proceed because the information or access arrangements provided were incorrect, this will also be treated as a late cancellation.
Any amount retained will not exceed the reasonable loss caused by the cancellation, failed visit or late request to reschedule.
Please contact me as soon as possible if you need to cancel or reschedule.
This policy does not affect your statutory consumer rights.
4. Pricing and payment
Prices are subject to change without notice.
The call-out charge covers the visit, diagnosis and reasonable labour of up to 90 minutes during the appointment, where the repair can reasonably be completed within that time. Replacement parts are quoted and charged separately.
The standard call-out charge does not include repairs requiring removal from kitchen units, substantial or complete dismantling, or an unusually large amount of labour. This includes, but is not limited to:
Complete drum or tub replacements
Bearing replacements
Major cabinet or chassis strip-downs
Removal or replacement of major internal assemblies
Repairs requiring difficult removal from or refitting into kitchen units
Any other repair requiring substantial dismantling or extensive labour
This work may be declined or quoted separately before proceeding.
Payment is collected at the time of booking to secure your appointment and is processed securely through Stripe. Cash payments are not accepted.
Where replacement parts are required, I will explain the fault and provide a quote before ordering parts or carrying out further work. Parts must be paid for in advance before they are ordered.
Where more than one appliance requires diagnosis or repair, each appliance will be charged separately.
5. Parts
Where parts are required, I will provide a quote before ordering.
Parts are not ordered until payment has been received.
Parts availability, delivery times and prices are controlled by suppliers and manufacturers and may change.
If a part is no longer available, delayed, supplied incorrectly by a supplier or unsuitable for the appliance, I will explain the situation and discuss the available options with you.
Special-order parts, electrical parts, fitted parts or parts ordered specifically for your appliance may not always be returnable.
If a supplier charges a restocking fee or refuses a return, this may affect any refund available for the part.
If you ask me to fit a part that you have supplied yourself, I may refuse to fit it if I believe it is:
Incorrect
Unsafe
Poor quality
Used
Damaged
Counterfeit
Unsuitable
Incompatible with the appliance
I cannot guarantee customer-supplied parts.
6. What is covered by the call-out and diagnosis charge
The call-out and diagnosis charge covers:
Travel to your property
Initial inspection of the appliance
Fault diagnosis where reasonably possible
Basic testing
Advice on whether a repair is practical or economical
A repair completed during the visit where no replacement parts are needed
The charge does not include replacement parts.
The charge also does not include:
Specialist kitchen fitting
Plumbing alterations
Electrical installation work
Building work
Flooring work
Cabinetry work
Decoration or making-good
Work needed to gain unusual or difficult access to the appliance
Repairs requiring substantial dismantling or an unusually large amount of labour time
7. What is not covered
The price quoted does not include:
Replacement parts, unless clearly stated
Work to remove or alter kitchen units
Work to remove or alter flooring
Work to remove plinths, trims, doors or panels where specialist fitting is needed
Plumbing alterations
Electrical installation alterations
Joinery, carpentry or kitchen fitting
Redecoration or making-good
Repairing pre-existing damage
Repairing damage caused by poor installation
Repairing damage caused by previous attempted repairs
Additional time caused by unsafe, inaccessible or non-standard installation
Complete drum or tub assembly replacements
Bearing repairs requiring a full strip-down
Repairs requiring substantial or complete dismantling of the appliance
Repairs requiring an unusually large amount of labour time
If additional work is needed before the appliance can be accessed, diagnosed or repaired, I will explain this where possible before proceeding.
Additional work may be declined or quoted separately.
8. Integrated appliances
Integrated appliances can be difficult to remove and refit because they may be built into kitchen units and fixed to cabinets, worktops, doors, plinths, flooring or pipework.
I am a domestic appliance repair engineer, not a kitchen fitter.
If you ask me to remove or refit an integrated appliance, I will take reasonable care. However, you accept that there is a risk of damage to surrounding:
Kitchen units
Doors
Flooring
Panels
Trims
Fixings
Worktops
Pipework
This risk may be greater where the appliance has been tightly fitted, incorrectly installed, affected by water damage, trapped by flooring or secured with hidden or damaged fixings.
I may refuse to remove or refit an integrated appliance if I believe there is a high risk of damage or specialist kitchen fitting work is needed.
If an integrated appliance cannot be safely accessed, removed, refitted or repaired, the call-out and diagnosis charge may still apply.
9. When I may not carry out a repair
I may not carry out a repair if:
Parts are unavailable
The appliance is beyond economical repair
The appliance is unsafe
The appliance is not reasonably accessible
The installation is unsafe or unsuitable
There is no fault found
The fault cannot be confirmed during the visit
The repair would not be cost-effective
The appliance has been significantly modified
Previous repair attempts have made the appliance unsafe or impractical to repair
The appliance is being used in a way it was not designed for
The work requires substantial dismantling or an unusually large amount of labour time
I believe further work requires a different trade, such as a qualified electrician, plumber or kitchen fitter
In these circumstances, the call-out and diagnosis charge may still apply.
10. Manufacturer warranties, insurance policies and protection plans
Leicestershire Appliance Repair is an independent repair business and is not acting as a manufacturer warranty provider unless this has been clearly agreed in writing.
If your appliance is still under a manufacturer warranty, extended warranty, insurance policy or protection plan, you should check whether using an independent repairer could affect your cover.
If you want the repair to be covered by an insurance policy or protection plan, you are responsible for checking this with your provider before booking.
Unless agreed in writing, payment is your responsibility even if you later intend to reclaim the cost from an insurer, landlord, letting agent, warranty provider or another third party.
11. Customer responsibilities before the visit
Before I attend, please make sure:
Someone aged 18 or over is present
There is safe and reasonable access to the property
There is safe and reasonable access to the appliance
The appliance is empty where practical
The surrounding area is clear
Pets and children are kept away from the working area
Parking information is provided where relevant
Any known leaks, electrical issues or safety concerns are disclosed
You do not continue using an appliance if you believe it may be unsafe
If the appliance is in a rented property, please make sure the tenant, landlord or agent has given permission for the work to be carried out.
If these requirements are not met and the appointment cannot proceed, the visit may be treated as a late cancellation or failed visit under Section 3.
12. Safety
Safety is important.
I may disconnect, stop work on or refuse to repair an appliance if I believe it is unsafe.
I may also advise that the appliance should not be used until further work has been carried out.
You agree not to reconnect or use an appliance if I have advised that it is unsafe.
13. Future faults and repair guarantees
A repair relates only to the fault diagnosed and the work carried out at the time.
A future breakdown with similar symptoms may be caused by a different fault or component.
Any guarantee on parts or labour will apply only to the parts supplied and work carried out by Leicestershire Appliance Repair.
Any guarantee does not cover:
New or unrelated faults
Misuse
Accidental damage
Blockages
Poor installation
Customer-supplied parts
Damage caused by leaks, pests, limescale, corrosion or external factors
Appliances used outside normal domestic use
Faults caused by another person working on the appliance after my repair
This does not affect your statutory rights.
14. Statutory right to cancel distance and off-premises bookings
If you are a consumer and you book by phone, email, website, WhatsApp, text message, online booking or another distance or off-premises method, you will normally have a legal right to cancel the service contract within 14 days without giving a reason.
The cancellation period normally begins when the service contract is made and ends 14 days later.
To exercise this right, you must clearly tell me that you wish to cancel. You may do this by phone, email, text message, WhatsApp or another clear written message. You do not have to use any particular wording.
If your appointment is due to take place during the 14-day cancellation period, you expressly request that I begin providing the service before the cancellation period has ended.
If you exercise your statutory right to cancel after the service has begun at your express request, I may charge a reasonable and proportionate amount for the service supplied up to the time you told me that you wished to cancel.
If the service is fully completed during the cancellation period, your statutory right to cancel that completed service will end only where you expressly requested early performance and acknowledged that the right would be lost once the service had been fully performed.
Where you have specifically requested urgent repair or maintenance work at your property, the statutory cancellation right may not apply to urgent work that is strictly necessary to deal with the emergency.
It may still apply to additional work, parts or services that were not necessary for the urgent repair.
Nothing in the appointment cancellation and rescheduling policy limits any statutory right you may have.
15. Refunds, late cancellations and rescheduled appointments
If you cancel before I begin travelling to your appointment, I will refund the booking payment in full using the same payment method originally used, unless we agree otherwise.
If you ask to reschedule before I begin travelling, your booking payment will be transferred to the rearranged appointment. The new appointment will be subject to availability.
Once I have begun travelling, a cancellation or request to reschedule will be treated as a late cancellation.
The booking payment may be retained to cover:
Reasonable travel costs
Time already spent
The appointment time reserved for you
Other direct and reasonable losses caused by the late change
The same applies where I attend but:
No one aged 18 or over is available
I cannot gain reasonable access to the property
I cannot gain reasonable access to the appliance
The visit cannot proceed because required access or information was not provided
I will not retain or charge more than is reasonable in relation to the loss directly caused by the cancellation, failed visit or late rescheduling request.
Where a refund is due, it will be made without undue delay and normally using the same payment method originally used, unless we agree otherwise.
If work has already started at your request, I may deduct a reasonable and proportionate amount for the service already provided.
If parts have already been ordered at your request, any refund for parts will depend on whether:
The order can be cancelled
The part can be returned to the supplier
The supplier agrees to provide a refund
Reasonable delivery charges, supplier return charges or restocking fees may be deducted where lawful.
If I need to cancel your appointment, you will be offered the choice of rescheduling the appointment or receiving a full refund of the booking payment.
This section does not affect your statutory consumer rights.
16. If there is a problem with the service
If you believe there is a problem with the service, please contact me as soon as reasonably possible.
Please give me a reasonable opportunity to inspect the appliance and put right any issue with the work I carried out.
You will not be charged for putting right a defect in my own workmanship where the issue is covered by these terms.
As a consumer, you have legal rights in relation to services not carried out with reasonable skill and care and goods or parts that are faulty or not as described.
Nothing in these terms affects your statutory rights.
17. Complaints
If you are unhappy with any part of the service, please contact me first so I can try to resolve the issue.
You can contact me using the following details:
Phone: 0116 488 4570
Mobile: 07936 130619
Please provide your name, address, appliance details, date of visit and a clear description of the issue.
18. How your information is used
I will use the personal information you provide to:
Respond to enquiries
Arrange appointments
Manage online bookings
Diagnose appliance faults
Provide quotes or estimates
Carry out repair work
Order suitable parts
Send invoices or payment links
Process payments
Confirm payment status
Keep repair and invoice records
Contact you about your booking or repair
Deal with warranty or follow-up queries
Manage complaints
Meet legal, tax, accounting and insurance obligations
Payments are handled securely through Stripe.
Online bookings may be handled through Setmore and Stripe.
I do not directly collect or store full card numbers.
Information may be shared where necessary with Stripe, Setmore, parts suppliers, website providers, email providers, accountants, insurers, legal or regulatory authorities, or review platforms where you choose to leave a review.
I do not sell your personal information.
For full details, please read the Privacy Policy on my website.
19. Photos, videos and messages
You may choose to send photographs, videos, WhatsApp messages, text messages, emails or website form messages relating to the appliance fault.
These may be used to:
Assess the fault
Identify the appliance
Arrange a booking
Provide a quote
Order parts
Keep repair records
Deal with follow-up queries
Please avoid sending personal information that is not needed for the repair.
20. Liability
I will take reasonable care when working in your home.
If I fail to comply with these terms, I am responsible for loss or damage you suffer that is a foreseeable result of my breach or negligence.
I am not responsible for loss or damage that is not foreseeable.
I am not responsible for pre-existing faults, poor installation, hidden defects, previous damage, water-damaged units, swollen cabinets, trapped flooring, hidden fixings, damaged pipework, unsafe electrics or damage caused because an appliance has been incorrectly installed or cannot be reasonably accessed.
I do not exclude or limit liability for:
Death or personal injury caused by negligence
Fraud
Fraudulent misrepresentation
Anything else that cannot legally be excluded or limited
21. Domestic use only
My services are intended for normal domestic household appliances.
Unless agreed in writing, I do not provide services for commercial, industrial or business-use appliances.
If an appliance has been used in a commercial or business setting, please tell me before booking.
I am not responsible for business losses, loss of profit, loss of income, loss of business opportunity, business interruption or similar losses.
22. Events outside my control
I will not be responsible for delay or failure to perform an obligation where this is caused by events outside my reasonable control.
This may include:
Severe weather
Illness
Vehicle breakdown
Supplier delay
Parts shortages
Manufacturer delay
Road closures
Accidents
Power cuts
Flooding
Fire
Other circumstances outside my reasonable control
If this happens, I will contact you as soon as reasonably possible.
I will offer to rearrange the appointment or provide a full refund of the booking payment if I am unable to attend and you do not wish to reschedule.
23. Changes to these terms
I may update these terms from time to time.
The latest version will be available on my website.
The terms that apply to your booking will normally be the terms in place when your booking is confirmed, unless a change is required by law.
24. Other important terms
This agreement is between you and Leicestershire Appliance Repair.
No other person has rights to enforce these terms unless required by law.
If any part of these terms is found to be invalid or unenforceable, the remaining parts will continue to apply.
If I do not enforce a right under these terms immediately, this does not mean I have waived that right.
25. Governing law
These terms are governed by the laws of England and Wales.
You and Leicestershire Appliance Repair agree to submit to the non-exclusive jurisdiction of the courts of England and Wales.
If you live in Scotland or Northern Ireland, you may also have the right to bring proceedings there.
26. Acceptance
By booking an appointment, paying a call-out and diagnosis charge, accepting a parts quote or allowing repair work to begin, you confirm that you have read, understood and agreed to these terms and conditions.
27. Integrated appliance repairs
For integrated dishwashers, integrated washing machines and other appliances built into kitchen units, additional care and agreement may be required before work can begin.
Integrated appliances often need to be removed from or refitted into surrounding kitchen furniture.
This may involve moving:
Plinths
Doors
Panels
Fixings
Hoses
Waste pipes
Flooring edges
Other fitted kitchen parts
While reasonable care will always be taken, Leicestershire Appliance Repair is not a kitchen fitting service and cannot guarantee that existing kitchen fittings, panels, flooring, fixings or surrounding units will not move, mark, loosen or become damaged during removal or refitting.
Before carrying out this type of work, I may send you a separate Integrated Appliance Repair Agreement to review and sign.
This agreement confirms that you understand the risks involved with removing or refitting an integrated appliance and gives me permission to proceed.
I reserve the right to refuse to remove or refit an integrated appliance if I believe it is:
Unsafe
Incorrectly installed
Likely to cause damage
Outside the scope of appliance repair work
If removal, access or refitting takes significantly longer than normal, an additional charge may apply. This will be explained before continuing.
Frequently asked questions
Before booking, you may have a few questions.
You can call, email or text me, or visit the FAQ page: