1. Callout Fee

Our callout fees are:

• £85 for Monday to Saturday
• £120 for evening callout, Sunday or Bank Holiday callouts

The callout fee covers the engineer's time, travel, and full diagnostic check of your appliance.

The callout fee is not refundable. This applies in all situations, including when:

• You choose not to continue with the repair
• The appliance cannot be repaired
• Spare parts are not available
• The appliance is too old or damaged to fix
• You change your mind after the engineer has arrived or been dispatched

The callout fee is charged for the engineer's visit and diagnosis, not for the repair result.

2. Spare Parts

If your appliance needs a spare part, you only pay for the part itself. There are no labour fees and no VAT added.

If we have the required part in our stock, we will arrange a next-day visit to complete the repair.

If we need to order the part, delivery usually takes 2 to 5 working days, depending on supplier availability.

If we need to collect a part from our stock or order it and return to fit it, the second visit is free of charge. You only pay for the part.

3. Access Requirements

The customer must provide safe and clear access to the appliance. This includes:

• The appliance must not be blocked or built-in in a way that prevents safe removal
• The area must be safe for the engineer to work
• Water and electrical supplies must be accessible

If the engineer cannot safely access the appliance, the callout fee still applies.

4. Missed Appointment / No Access

If the engineer arrives and cannot enter the property, or no one is available to provide access, the callout fee still applies.

5. Payment

Payment is made directly to the engineer during the visit. We accept:

• Card payment (all major cards accepted except American Express)
• Payment link (ideal for landlords or remote payers)
• Bank transfer

Payment instructions will be provided at the time of booking or during the visit.

6. Customer Information

The customer must provide correct details about the appliance, including model number and fault description.

Incorrect information may delay repairs or part ordering.

7. Repair Limitations

Some appliances cannot be repaired due to age, rust, leaks, electrical faults, or discontinued parts. In these cases, the callout fee remains payable.

We are not responsible if the appliance fails later due to age or previous damage.

8. Safety Disclaimer

If the appliance is unsafe to work on — for example, due to exposed wiring, gas leaks, water leaks, or dangerous installation — the engineer may refuse to carry out the repair.

The callout fee still applies.

9. Liability Limits

UKRAC Ltd is not responsible for:

• Indirect damage
• Food loss from fridge or freezer failure
• Water damage caused by pre-existing leaks
• Any loss resulting from appliance failure before or after the visit

Our responsibility is limited to the work carried out by our engineer.

10. Warranty on Parts

Any spare parts we install are covered by the manufacturer's warranty.

The callout fee is not covered by any warranty.

There is no labour warranty, as labour is free.

11. Agreement

By booking an engineer, the customer confirms they have read and accepted these Terms & Conditions.

Contact

For questions about these terms, emailukracltd@gmail.comor call 07745 882392.