Terms & Conditions

1. Fixed Price Appliance Repairs

  • 1.1. Our fixed price repair charge covers you against the cost of the service engineers call out, diagnostics & labour no matter how long the engineer is there or for how many visits it takes him to repair that fault. This charge also covers any parts if required with a total repair limit of £250 inc VAT. The focus of the repair is based on the description of the fault we have been given. The service is for the repair of a single fault entered in the “Fault Description” on the booking form, or provided over the phone.
  • 1.2. If the repair is above the repair limit as stated in 1.1 you will receive a quote and will be charged separately for parts, call out and labour. If you decide not to proceed with the repair then we we will arrange to refund you the fixed price fee minus the call out / administration charge of £79.00 inc VAT.
  • 1.3. We aim to repair most domestic appliances, but the manufacturer, appliance type, model and age will have a major influence on whether we can promptly obtain replacement part(s) and ultimately complete the repair. It should also be noted that once a specific appliance is no longer made the manufacturer will only stock replacement parts for a given period.
  • 1.4. We require payment before the engineer’s first visit by Debit/Credit Card.
  • 1.5. The available date shown or given when making your booking is a preferred date and not guaranteed. You will subsequently receive a call from our engineer to confirm your specific appointment date and time normally within 48 working hours and is subject to engineer availability in your area. Our engineer will call out on the agreed date and time to carry out the repair to your appliance. If at the time of the call out any required part(s) are unavailable our service engineer will usually order the part(s) within 1-2 working day of the call out. The item(s) will then be delivered to us within 2 working days of the order being placed. If the part(s) are not in stock this can take anything from 3 working days with the norm being around 10 working days. It should be noted that unfortunately there are a handful of manufacturers whose parts are not easily sourced and in some cases these have to be obtained from abroad which will result in a delay in completing the repair. As soon as the part(s) are available we will contact you to arrange a new appointment date to complete the repair.
  • 1.6. We do our utmost to attend on the date and time agreed with you at the time of booking, this includes bookings made via our website. However occasionally may be unable to attend to the aforementioned. Should this happen, we will offer to reschedule the appointment date and time with you. If one of our ASG Approved Network Engineers (Local Engineer) is attending to your property then they may contact you directly.
  • 1.7. Exclusions:
  • 1.7.1. Commercial appliances or domestic appliances installed in commercial premises.
  • 1.7.2. Appliances situated in caravans or on boats.
  • 1.7.3. Glass hob tops.
  • 1.7.4. Food loss or spoilage.
  • 1.7.5. Repairs as a result of misuse, negligence or poor installation.
  • 1.7.6. Repairs as a result of appliances being affected by flood damage or infestation.
  • 1.7.7. Repairs to appliances which have not been installed in accordance with the manufacturers’ recommendations.
  • 1.7.8. Appliances which differ from the details used to obtain the quote, including the age of the appliance.
  • 1.7.9. Appliances over 12 years old and the parts are found to be obsolete.
  • 1.7.10. Refrigeration products such as fridges, freezers, air conditioning units, dehumidifiers and certain tumble dryers require refrigerant gas to operate correctly. If your appliance requires refrigerant system work we can only undertake this work where the gas type is R600a. We cannot carry out refrigerant system work on any other gas type. Please review the the rating plate of your product to determine the gas type.
  • 1.7.11. If our engineer visits and finds that your repair falls into any of the above categories we will cancel the repair and arrange to refund you the fixed price fee paid less a call out / administration charge of £79.00 Inc VAT.
  • 1.8. 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.
  • 1.9. If you wish ASG Repair to repair more than one appliance in your property each appliance will be charged separately.
  • 1.10. Free parking or a valid permit to park must be provided to the engineer attending to your repair on behalf of ASG Repair. If this is not the case, you may be charged for parking. If you are within the London congestion or ULEZ zones, you may also be charged for these. These will be in addition to any other charges. Please refer to our charges, or contact us, for more information.
  • 1.11. Should your appliance repair require the services of two (2) or more engineers for e.g. repairs to a tumble dryer which is stacked on top of a washing machine, additional charges may apply. This information can be provided to you upon request.
  • 1.12. We reserve the right to refuse to install any spare parts which have not been sourced through ASG Repair, or a representative of ASG Repair. Safety of our customers, and property, is our highest priority and we may enforce this right as we are unable to guarantee the validity or history of said spare parts.

2. The ASG Repair Approved Service Network

  • 2.1. An ASG Repair engineer may not always attend your repair. In an instance when this happens an approved engineer (Local Engineer) part of the ASG Repair Network will attend. These engineers are fully vetted by us and should be treated the same as a ASG Repair engineer. Regardless of who attends this will not affect the charge or any of your terms and conditions.

3. Issues that may arise during your repair

  • 3.1. If at the time of the call out the fault is found to be as a result of misuse, neglect or poor installation or, the appliance type or fault is not as described originally we reserve the right to charge you the full rate.
  • 3.2. If we are unable to obtain spare parts from our suppliers to repair the appliance. Then we would be unable to fix your machine under such circumstances you will be refunded the charge minus a call out/admin fee of £79.00 Inc VAT.
  • 3.3. Some repairs will require that the appliance is fully accessible (e.g. able to be moved from under a work surface without damaging the surrounding facia). If your appliance cannot be easily accessed to facilitate the repair we reserve the right to abort the repair. In such instances we will refund you the original fixed price fee paid less a call out / administration charge of £79.00 Inc VAT.
  • 3.4. You are expected to give as much notice as possible when cancelling repairs. If we have already attended and the repair has started you will be charged the full rate.
  • 3.5. You shall provide safe and sufficient access for installation or removal of any goods. Whilst we will take care to install or remove appliances without damage to flooring or adjacent fittings, we cannot be liable for any such damage unless it was due to our negligence. We will endeavour to notify you if we believe insufficient access is available and you may cancel your contract if you do not wish to take the risk of damage to the surrounding area. Any damage must be reported to the engineer at the time of visit or within 48 hours to the Service Manager.
  • 3.6. If we are unable to repair your product due to parts being obsolete/unobtainable or the product is simply uneconomical to repair then you will be refunded the charge minus a call out/admin fee of £79.00 Inc VAT.
  • 3.7. In the event of non-payment we shall take such action as we consider appropriate to recover our fees which may include engaging third party debt recovery agents to recover the outstanding amount and/or instigating proceedings against you in the county court. In such cases, all costs will be added to the principal sum owing plus interest due in addition to recovery costs levied by the Debt Recovery Agents.

4. Guarantee period

  • 4.1. All repairs carried out by ASG Repair, or a repairer acting on our behalf, are guaranteed for 90 days, for both labour and parts. This guarantee does not cover any subsequent unrelated breakdown / fault(s) to the appliance. It also becomes invalid if the appliance is not used in accordance with the manufacturer guidelines or has been repaired, serviced, or spare parts installed or purchased by/from anyone other than ASG Repair or a repairer acting on our behalf, since our last visit, or is moved to a new address. If your appliance fails with the same fault as detailed in your initial repair, we will arrange to send the original service provider back to you at a mutually convenient time at no extra cost. In the event of the fault re-occurring during the guarantee period please call our Customer Services Department on 0333 335 5715

5. How to contact us or complain

  • 5.1. At first instance please call us on 0333 335 5715 and we will always try to resolve your complaints as quickly as possible. Failing this we would like everything in writing so please email us on service@asgrepair.com or write to us at ASG Repair, Bourne House, 23 Hinton Road, Bournemouth, Dorset BH1 2EF

6. Use of the ASG Repair website (www.asgrepair.com)

  • 6.1. ASG Repair. Copyright Notice © all copyright and other intellectual property rights in any material contained in this web site are owned by ASG Repair. The web site contains trademarks, including the ASG name and logo.
  • 6.2. You may:
  • 6.2.1. Access any part of the website
  • 6.2.2. Print off one copy of any individual page for your personal use only.
  • 6.3. You may not:
  • 6.3.1. Copy (by printing off onto paper, storing on disc or in any other way), distribute (including distributed copies), alter or tamper with in any way or otherwise use any material contained in the web site except as specifically permitted above.
  • 6.3.2. Copy, distribute or otherwise use any material from the website for any commercial purpose.
  • 6.3.3. Remove any copyright, trade mark or other intellectual property notices contained in the original material from any material copied or printed off from the web site.
  • 6.4. Link to external web sites, documents, or any other electronic files.
  • 6.4.1. The ASG Repair website includes links to external web sites. These links are provided to help you find additional information quickly and easily. ASG Repair accepts no responsibility for the content of these web sites.

7. General Disclaimer

  • 7.1. ASG Repair has done its best to ensure the accuracy and currency of the material contained in this web site but makes no express or implied warranties or representations about any of the content of this website. ASG Repair accepts no responsibility for loss or damage which may arise from reliance on information or advice contained in this web site and shall not be liable for any typographical or other errors or emissions within the material contained in this website.

8. Amending these Terms & Conditions

  • 8.1. 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.

9. Data Protection

  • 9.1. ASG Repair and its third parties will use your information (which you or others have given to us) to provide you with any request service(s) and for administration (this could include recovery of any monies owing), marketing (by us or the companies we work with), marketing research, regulatory reporting, customer surveys, analytics and testing purposes, and to check and verify your identity. We may also share your information with other companies part of the ASG group of businesses or third parties acting on our behalf.
  • 9.2. We (including other companies part of the ASG group of businesses or third parties we work with) may use your information to tell you about any offers, products or services which may be of interest to you.
    You may be contacted by post, telephone, mobile, email and/or other electronic messaging services, unless you request us not to do so by writing to Data Protection Department, ASG Repair, Bourne House, 23 Hinton Road, Bournemouth, Dorset BH1 2EF
  • 9.3. You may request a copy of your data.