Alpha Appliances — Terms & Conditions of Service

1. About Us

• Alpha Appliances Ltd ("we", "our", "us") provides appliance repair and related services across London, the Home Counties, and certain other areas of the UK.
• We are registered in England and Wales (Company No. 14529494 | VAT No. 430456518).
• Services are available to private consumers (B2C) and business customers (B2B). These Terms apply to both, with B2B variations set out separately.
• We undertake sealed-system refrigeration work only where legally permitted and by competent personnel. Company F-Gas certificate no: [insert].
• We may decline or stop work if conditions are unsafe or non-compliant.

2. Our Services

• We specialise in diagnosing and repairing domestic appliances (Washing machines, Fridge Freezers, Washer Dryers, Dishwashers, hobs, ovens, warming drawers, cooker hoods, fridges, freezers).
• We may also provide installation, removal, and related services as quoted.
• Each booking covers attendance and diagnosis. Additional labour, specialist parts, or a second engineer (e.g., heavy lifts, stacked appliances, large refrigeration) may be required and will be quoted case by case.

3. Booking & Payment

• All bookings must be made via our website: www.alphaappliances.co.uk.
• A fixed booking fee of £95 inc VAT is payable at booking. This fee covers attendance, diagnosis, and most repair labour. No booking is confirmed until paid.
• Certain repairs (e.g., sealed-system, heavy lifts) may require additional labour. We will advise before proceeding.
• Payment is via secure Stripe link only. We do not accept cash or card-on-site.

Consumer cancellation rights (CCR 2013)

• If you book online or by phone, you have a 14-day cooling-off period to cancel without giving a reason. You may use the model form in Schedule 1 or email us.
• If you ask us to attend within 14 days, you agree that:
  • (a) We may start work early.
  • (b) You lose your right to cancel once the service is started.
  • (c) If you cancel after we start but before completion, you must pay in full. We will confirm this request and acknowledgement on a durable medium.
• If parts are required:
  • A quote will be provided (valid 14 days).
  • Payment in full must be made before fitting.
  • Special order parts are treated under section 6.

4. Customer Responsibilities

• An adult aged 16+ must be present unless keysafe/unattended access is pre-arranged.
• Appliances must be accessible, with working water and electrical isolation.
• We may refuse or abort work if appliances are inaccessible, unsafe, or vermin/infestation are present. In such cases, the repair fee remains payable.
• If you provide unattended access (e.g., keysafe), you confirm you are authorised. We take reasonable care to secure the property and are not liable for misuse except where caused by our negligence or breach.
• Heavy lifts or access issues not pre-advised will be quoted additionally.

5. Cancellations, Missed Appointments & Rebooking

As your booking is deemed as an urgent repair (within 14 days from booking) the below terms will apply.

• You may cancel free of charge with 24 hours’ notice.
• Cancellations with less than 24 hours’ notice incur a £54 inc VAT fee (covering routing, admin, engineer time).
• If no one is present, our engineer will wait 15 minutes. If access is still not possible, the visit will be aborted and a £54 inc VAT rebooking fee applies. Attendance will be evidenced by time-stamped notes/photos and GPS location proof.
• If we cancel/rearrange, no fee applies.

6. Parts & Special Orders

• Standard part quotes valid 14 days.
• Personalised/made-to-spec parts: non-cancellable once ordered (CCR exception).
• Standard parts (not yet fitted): may be cancelled; we may deduct disclosed supplier restocking/return costs which is no less than 20% of the total retail cost of the part.
• Once fitted, cancellation rights under CCR for goods end, but statutory CRA rights remain.
• Removed/defective parts become our property unless you request their return at the visit.
• Title to parts passes only on full payment.

7. Warranties

• Labour: 6-month workmanship warranty.
• Parts: Covered by manufacturer warranty (typically 12 months). If shorter/longer, we will inform you.
• “Same fault” means the same component and failure mode originally diagnosed.
• Exclusions: misuse; accidental damage; infestation; surges; limescale; consumables (filters); foreign objects; unsafe/non-compliant installations not by us. This warranty is in addition to your legal rights under the Consumer Rights Act 2015.

8. Liability

• Nothing excludes liability for death/personal injury from negligence, fraud, or statutory rights.
• Consumers: Liability capped at the total paid for the relevant repair.
• Business customers: Liability capped at the greater of £1,000 or 125% of booking fees in 12 months, excluding indirect/profit loss where permitted. This limitation is reasonable given our pricing and insurance.
• We are not liable for: loss of food, data, profit, business interruption, indirect/consequential loss; damage caused by customer preparation/movement of appliances; pre-existing faults not related to our work.

9. Business Customers (B2B)

These Terms apply in full with the following differences:

• Bookings/payments per written account agreement.
• Interest on late invoices at 4% above Bank of England base rate (Late Payment of Commercial Debts (Interest) Act 1998 applies).
• Business warranties limited to 6 months parts/labour; no consequential loss liability.
• Title to parts remains with us until full payment.
• We may suspend further services while sums are overdue.

10. Complaints & ADR

• Complaints: email Repairs@alphaappliances.co.uk FAO Complaints Team.
• Acknowledgement within 3 working days.
• If unresolved, you may use an ADR provider (e.g., RetailADR). We are legally required to inform you of ADR but are not obliged to participate; we may consider ADR case by case.

11. Data Protection & Privacy

• We are the data controller (ICO registration no: [insert]).
• We process data under UK GDPR/DPA 2018 to manage bookings, perform contracts, and for legitimate interests (safety, evidencing work incl. limited photos/videos, fraud prevention).
• See our Privacy Policy (www.alphaappliances.co.uk/privacy) for details: categories, recipients (e.g., Stripe), retention, international transfers, and rights (access, rectification, erasure, restriction, objection, portability).
• We do not store card details; all payments processed securely by Stripe.

12. Governing Law

• These Terms are governed by laws of England and Wales.
• Consumers may bring proceedings in their local courts (Scotland/NI).
• English only.

13. General Provisions

• Force majeure: we are not liable for events beyond our reasonable control.
• Sub-contractors: we may use them but remain responsible.
• Disposal/WEEE: available as quoted; may carry an extra charge.
• Variation: must be in writing.
• Assignment: you may not assign without our consent; we may assign on notice.
• Waiver: failure to enforce not a waiver.
• Severance: if any clause is invalid, others remain.
• Third-party rights: none under the Contracts (Rights of Third Parties) Act 1999.
• Entire agreement: these Terms and any written quote form the entire agreement. Time is not of the essence unless expressly stated.

Schedule 1 – Model Cancellation Form (CCR 2013)

Summary of Key Fees

• Repair booking fee: £95 inc VAT (payable at booking).
• Cancellation <24 hrs: £54 inc VAT.
• Missed appointment/no access: £54 inc VAT rebooking.
• Special order/personalised parts: non-cancellable once ordered.
• Additional works: quoted case by case.