1. Property Access and Customer Responsibilities

The customer is responsible for ensuring that the property where the emergency call-out is to be performed is accessible, safe, and suitable for our engineers to attend and carry out the required work. This includes, but is not limited to:

• Providing clear and safe access to the property and affected area.
• Providing accurate information regarding the fault, damage, or repair required.
• Ensuring any hazards, pets, or obstacles that may interfere with the work are removed or managed appropriately.
• Ensuring the property complies with applicable health and safety requirements.

The customer is also responsible for obtaining any permissions or authorisations required before work can be carried out, including where applicable:

• Landlord permission.
• Property management approval.
• Local authority permissions.
• Any other relevant approvals.

Solvex Repairs Ltd will not be responsible for delays, cancellations, or additional costs arising from the customer's failure to provide access or obtain the necessary permissions.

2. Emergency Call-Out Service

Our emergency call-out service is designed to provide a rapid response to urgent repair situations. Following your initial enquiry:

• We will assess the information provided.
• An engineer may be consulted to confirm that the requested work can be attended and assessed.
• We will contact you to arrange attendance and confirm the call-out charge.
• Payment is required before an engineer is dispatched unless otherwise agreed in writing.

Once payment has been received, an engineer will be assigned and dispatched to attend the property.

3. Customer Consent to Immediate Service

By booking an emergency call-out, the customer expressly requests that Solvex Repairs Ltd begins providing services immediately. The customer acknowledges that:

• The service begins when the booking is confirmed and payment is received.
• Administrative work, scheduling, engineer allocation, travel arrangements, and dispatch activities begin immediately upon confirmation.
• Once an engineer has been dispatched, cancellation rights may be limited and charges may apply.

4. Cancellations

If a customer wishes to cancel an emergency call-out, they must contact us as soon as possible. Cancellation charges may apply as follows:

• Before engineer allocation: Full refund may be available.
• After engineer allocation but before dispatch: Administrative charges may be deducted.
• After engineer dispatch: The call-out fee is non-refundable.
• After attendance at the property: Charges for time, labour, diagnostic work, materials, or completed repairs may apply.

Each cancellation request will be assessed based on the stage of the booking at the time of cancellation.

5. Refunds

Refunds will only be considered where:

• Payment has been taken but no engineer has been allocated or dispatched.
• Solvex Repairs Ltd is unable to attend the booking.
• A duplicate payment has been made.
• A refund is otherwise required under applicable consumer legislation.

Refunds will not normally be provided for:

• Completed call-outs.
• Diagnostic visits that have already taken place.
• Labour or repair work already carried out.
• Missed appointments caused by lack of access to the property.
• Customer cancellations after engineer dispatch.

Approved refunds will be processed using the original payment method wherever possible.

6. No Guarantee of Repair

An emergency call-out fee covers attendance, assessment, and initial investigation of the reported issue. While our engineers will make every reasonable effort to resolve the issue during the visit, Solvex Repairs Ltd cannot guarantee that every fault can be repaired immediately.

Additional work, specialist parts, further visits, or quotations may be required depending on the nature of the fault.

7. Delays Outside Our Control

Solvex Repairs Ltd shall not be liable for delays or interruptions caused by circumstances beyond our reasonable control, including but not limited to:

• Severe weather conditions.
• Road traffic incidents or travel disruption.
• Supply chain delays.
• Utility outages.
• Industrial action.
• Government restrictions.
• Unforeseen site conditions.

Where possible, we will keep customers informed and arrange an alternative attendance time.

8. Customer Acknowledgement

By confirming an emergency call-out booking, the customer confirms that they:

• Have read and understood these Terms and Conditions.
• Consent to Solvex Repairs Ltd commencing services immediately.
• Understand that cancellation rights may be affected once dispatch and attendance arrangements have begun.
• Agree to be bound by these Terms and Conditions.

These terms form part of the contractual agreement between Solvex Repairs Ltd and the customer.

9. Contact Information

For enquiries, cancellations, complaints, or refund requests, please contact:

Solvex Repairs Ltd
Email: info@solvexrepairs.com
Telephone: 03301 746237

Solvex Repairs Ltd aims to respond to all enquiries within 5 business days.