We Repair Ltd – Terms and Conditions (Appliance Repair)

Registered Business: We Repair Limited

  1. About Us

We are We Repair Limited (We Repair, We Us, Our), a company registered in England and Wales under company number 15427071. Our registered office address is Unit 14, Stirlin Court, Saxilby Enterprise Park, Skellingthorpe Road, LN1 2LR.

If you have any questions about this document, or any orders you have placed, please contact us by:

  • Sending an email to directrepairs@wralimited.com
  • Calling us on 01923204620 (our telephone lines are open Monday to Friday 09.00 – 16.00)
  1. These terms

These terms apply to any order you make via our website or by telephone. Please read the terms carefully before you place any order with us, as they set out important information about your and our rights and obligations. If you call We Repair Limited to order a repair, we reasonably assume that you have read and understood these terms. 

You must be at least 18 years old and a resident of the UK to place an order with us. 

We may make changes to these terms at any time. However, the terms which apply to your order will be those in force at the time you submitted your order to us. 

  1. Booking a Repair

When you initially contact We Repair to enquire about a repair, we reasonably assume that you have read our terms and conditions, checked that you are in a covered location, and that your appliance type is one that we can repair. If you are in one of our covered areas and your appliance type is one we can repair, we will quote you our callout and labour charge. This will vary depending on where you live, what appliance you need repairing and engineering availability in your area. Once the callout and labour charge have been accepted by you, we will then proceed to collect all the required information to book an engineer visit. 

Gas Appliances: Faults on both gas and fuel kitchen appliances (Such as cookers, ovens and hobs) may be caused by electrical, mechanical or cosmetic failures, rather than requiring gas work to fix the fault. When you book a repair with us for a gas or dual fuel kitchen appliance, we may therefore initially allocate your repair to an engineer who is not Gas Safe Registered. The purpose of this visit is to attempt to determine what is needed to fix the fault. Where it is identified that gas work is required on the appliance and we did not provide a Gas Safe Registered engineer during the initial visit, we will re-assign your repair to a Gas Safe engineer. You will not have to pay an additional callout and labour charge; this will be covered under the initial fee paid. If you choose to cancel the repair at this stage, a refund minus £30.00 administration cost will be issued. If your repair was arranged through National Appliance Care (NAC), any refund will only be issued once NAC has cancelled their invoice to We Repair. This ensures that both companies’ records remain consistent.

We have the right to reject any order for any reason. 

  1. Speed of Service Delivery 

We Repair Limited aim to offer appointments within 48 working hours from the point of initial booking. During busy times, times when engineers are on annual leave or on sick leave, it may be that we cannot achieve that target. 

We will do all that we reasonably can to undertake the repairs are the times and dates agreed with you. If there might be a delay before we can start or restart the repairs, we will let you know as soon as reasonably possible. However, we are not liable to you for any losses you incur as a result of any delay caused by circumstances beyond our reasonable control, which may include but are not limited to accidents, unpredictable traffic delays, severe weather or restrictions imposed during pandemics and epidemics. 

By arranging an engineer visit, you agree to be present at the confirmed date and time. If you are unable to attend for any reason, please notify us as soon as possible to reschedule.

If the engineer attends and you are not available at the agreed time, the call-out and labour charge will be non-refundable.

Should you wish to rebook, a 50% rebooking fee will apply if the new appointment is made within 7 days of the missed visit. After 7 days, the full call-out and labour charge will apply to the new booking. Please note that exceptions may be considered in cases of emergency or circumstances beyond your control.

We are not liable for any losses you incur when the repair services are delayed or cannot be performed because you fail to make the house or location where the appliance is located available to us or fail to prepare the location as required for us to provide the repairs. 

  1. What is included in the Call-Out & Labour Charge

The call-out and labour charge covers the engineer’s initial visit, including the time required to carry out full diagnostic testing and provide a quotation for any spare parts needed, or, where possible, to complete the repair during the first visit (where no installation fault is present). Any spare parts required to complete a repair are not included in the call-out and labour charge and will be quoted separately. The call-out and labour charge does not include any additional work required to gain access to the appliance or any costs associated with making good, decorating, or reinstatement after repair.

This charge is payable at the time of booking by telephone to secure your appointment. In some cases, We Repair Limited may issue a PayPal invoice, which must be paid no later than 3:30 pm on the working day before your appointment. If payment is not received by this deadline, the booking will be automatically cancelled. In limited circumstances, payment may be accepted by the engineer upon arrival, by card only.

If an engineer attends and diagnoses a fault that results in the appliance being deemed Beyond Economical Repair (BER) or otherwise unrepairable, the call-out and labour charge remains payable.

If an engineer attends and diagnoses a fault that leads to a quotation for additional work or spare parts, the callout and labour charge remain payable, whether or not you choose to proceed. 

If an engineer attends and finds the appliance is operating normally, or that the issue relates to the supply of power, water, or drainage, this is still considered a completed diagnostic visit. The engineer will advise you of the next steps, and the call-out and labour charge remain payable.

We Repair Limited does not offer free callouts or free estimates.

  1. Spare Parts
  1. Spare part identification

For us to source the correct spare parts from our suppliers, we require the full appliance specification details as shown on the appliance’s rating plate. This information includes the model number, serial number, and, where applicable, any factory or product codes.

Due to the wide range of part variations, even within the same model series, incomplete or inaccurate information may prevent us from identifying the correct parts. In such cases, We Repair Limited may be unable to proceed with the repair.

If we are unable to identify or obtain the necessary spare parts because of missing or incomplete appliance information, the call-out and labour charge will remain non-refundable. No refunds will be issued in these circumstances.

We Repair Limited will contact you by phone or email to confirm if the required parts cannot be sourced.

  1. Spare part quotations

If your appliance remains partially functional while awaiting a spare part to restore full operation, please note that any quotation provided for spare parts is valid for 7 working days from the date of issue.

After this period, We Repair Limited will need to revisit your property to re-inspect the appliance before proceeding with any part orders. This is because continued use of the appliance during this time may alter the fault condition or cause additional issues.

A callout charge of £66.00 + VAT (£79.20 including VAT) will apply for this reinspection. Payment is required over the telephone when rebooking the appointment.

  1. Specially Ordered Parts

We Repair Limited engineers carry a selection of commonly used spare parts. However, due to the vast range of components across different appliance types, makes, and models, it is not possible for engineers to carry every part.

In some cases, parts will need to be specially ordered. A “specially ordered part” means that We Repair Limited does not hold the required part in stock and must purchase it specifically for your repair.

If a specially ordered part is required, you will be advised of the cost and an estimated lead time for delivery before any order is placed. All specially ordered parts must be paid for in full before We Repair Limited places the order.

Please note that specially ordered parts are non-returnable and non-refundable once payment has been made, unless the part is faulty. In the event of a faulty part, We Repair Limited will replace it free of charge under the terms of our repair guarantee

  1. Ordering spare parts required.

During our visit, we will inspect your appliance to determine which parts are required for the repair. We only source parts directly from manufacturers or trusted spare part suppliers; we do not purchase components from eBay or unverified sources.

Once the required parts have been identified, our target timeframes are as follows:

    • Parts in stock with our suppliers: We aim to return and complete your repair within 28 days from the date payment for the part is received.
    • Parts out of stock with our suppliers: We will provide an estimated delivery time on your quotation. These parts are non-refundable, and this will be clearly stated at the time of quoting. If you choose to proceed with the order, we will keep you informed of any additional supplier delays. Once the part has been received, we aim to return to complete your repair within 7 working days.

Please note that these timeframes are targets and may vary due to supplier availability or factors beyond our control. We will always keep you updated regarding the progress of your order.

Our quotes include a reasonable markup on spare parts to cover sourcing, handling, and warranty administration. If you prefer to locate and supply your own spare parts, We Repair Limited can return to fit these parts upon request. However, please note that we cannot offer any warranty or guarantee on repairs carried out with customer-supplied parts. This means that if the fitted parts are faulty, incompatible, or fail to resolve the issue, or if further faults arise, a new call-out and labour charge will apply to continue the repair. We’re happy to fit parts you’ve purchased yourself, but as we cannot verify the quality or source of third-party components, we’re unable to provide our usual warranty for these repairs.

  1. Stepwise Repair 

In some cases, an engineer may determine through detailed testing or inspection that a specific part is faulty. When this happens, every effort will be made to further investigate the appliance and identify any other components that may also require replacement. Sometimes, particularly with PCBs (Printed Circuit Boards) and other control devices, one fault must be repaired before another can be found. We refer to this process as a Stepwise Repair. When a faulty part has been identified, quoted, paid for, and replaced, if another fault is later discovered, We Repair Limited will provide a quotation for the additional part in the same way. Please note that once a part has been fitted to your appliance, it is non-returnable and non-refundable, unless the part itself is faulty or the engineer is found to have misdiagnosed the original fault. In cases where a Stepwise Repair applies, the attending engineer will clearly demonstrate that the original part was defective and required replacement.

  1. Obsolete and parts that are no longer available 

If a required spare part is listed as obsolete or no longer available by either the appliance manufacturer or our approved suppliers, We Repair Limited will inform you and give you the opportunity to source the part from an independent spare parts distributor. Should you successfully obtain the necessary obsolete part, We Repair Limited will return at no additional callout charge to fit the part and complete the repair. Please note that if a repair is completed using customer-supplied parts, the repair will be excluded from our repair guarantee. If you source your own part after being advised that the original is obsolete, and that part is found to be incorrect, damaged, or incompatible with your appliance, a further callout charge of £66.00 + VAT (£79.20 including VAT) will apply. Where parts are listed as obsolete or no longer available by the manufacturer or our trusted suppliers, the callout and labour charge remain non-refundable.

  1. Self-sourced spare parts

We Repair Limited will not fit any spare parts that you have sourced yourself, except in cases where we have notified you that the required part(s) are obsolete or no longer available from the appliance manufacturer or our trusted suppliers. This policy exists because we provide a repair guarantee and therefore need to ensure that all parts fitted are genuine, traceable, and supplied by us.

  1. Self-fitted spare parts

If you choose to decline our quotation for a spare part and instead purchase and fit your own part independently, and this does not resolve the issue or further problems arise, We Repair Limited will not continue the repair free of charge or under the initial call-out and labour fee. We may offer to re-attend to inspect the part or its installation; however, a call-out charge of £70.00 + VAT (£84.00 including VAT) will apply. This payment is required over the telephone to secure the booking.

  1. Out of stock spare parts 

In cases where parts are out of stock with our suppliers and must be specially ordered, there may be an extended delay before your repair can be completed. If your repair is affected by an out-of-stock part, We Repair Limited will advise you of the estimated lead time and any expected delays before you agree to proceed. All specially ordered parts must be paid for in full prior to We Repair Limited placing the order. Specially ordered parts are non-cancellable and non-refundable, except where the advised lead time has passed without the part being received. This exception does not apply to parts that have already been dispatched or are in transit to us. If a part exceeds the quoted lead time and you wish to cancel, We Repair Limited will issue a full refund for the cost of the spare part(s) upon request. Please note that call-out and labour charges are non-refundable in this instance. When a lead time is specified as “unknown” or described as an “extended period” due to supplier uncertainty or factory backorders, We Repair Limited can only offer a refund if our supplier confirms that the order can be cancelled. If the supplier approves the cancellation, we will cancel your repair and refund the full cost of the part(s). The call-out and labour charge remains non-refundable.

  1. Our Repair Guarantee 

All repairs completed by We Repair Limited include a 3-month (90-day) labour guarantee. In addition, unless otherwise stated, spare parts supplied and fitted by We Repair Limited are covered by either a limited 3-month or full 12-month guarantee, depending on the manufacturer’s warranty terms.

During these guarantee periods, we will repair or replace any faulty parts we have supplied and fitted or rectify any workmanship issues arising from our repair.

This guarantee does not affect your statutory rights under the Consumer Rights Act 2015 (or any legislation that replaces it). For independent advice about your rights, you may contact Citizens Advice or Trading Standards.

Please note that this guarantee does not cover faults caused by misuse, neglect, accidental damage, or interference by a third party.

Please note that while we make every effort to ensure customer satisfaction, appliance repairs can sometimes reveal or lead to further faults. After diagnosing and repairing an issue, we cannot guarantee that other, unrelated faults will not develop in the near future, even on the same day. In some cases, a separate fault may produce symptoms identical to those that were present before the repair.

Our Repair Guarantee covers only the specific work and parts we have supplied and fitted. If you believe that the original repair has not been successful, please contact us to arrange a follow-up visit. If the fault is found to relate directly to the original repair, the same engineer will rectify it at no additional charge.

If the attending engineer determines that the issue arises from a new or unrelated fault, or that the appliance is functioning correctly to specification, a new repair booking will be created and a new call-out and labour charge will apply.

In cases where further payment is required and remains unpaid, We Repair Limited reserves the right to refer the outstanding balance to a registered debt recovery agency, which may incur additional fees.

There are some repairs that are excluded from our repair guarantee. These are:

    • A repair carried out where a blockage has been removed from the appliance itself, or external pipework that affects water drainage. 
    • A repair to a refrigeration unit where a refrigerant recharge has taken place, such as a re-gas or a compressor replacement.
    • A repair carried out where we have used spare parts supplied by you.
    • A repair carried out on a domestic appliance in a commercial setting. 

The following parts are subject to a limited 3-month (90-day) repair guarantee:

  • Oven / Grill / Hob Elements
  • Washing Machine Elements
  • Dishwasher Elements 
  • Dishwasher Heat Pumps
  • Microwave Magnetrons

The following parts are also excluded from our repair guarantee:

  • Door parts, including handles, switches, catches, locks, glass and fixtures
  • Door seals / Seals of any kind
  • Switches / Switches of any kind, including thermostats
  • Drive belts / Pulleys
  • Cosmetic parts, including knobs, facias, trims, and décor surrounds
  • Drum lifters / Paddles
  • Lamps / Bulbs / LED
  • Shelves, Door Shelves and Baskets
  • Motor Brushes / Stators / Armatures
  • Drain pumps where failure has been caused by foreign body damage
  • Refrigeration Regasses
  • Drum bearings, Seals and Tanks

Our repair guarantee does not apply where a problem arises as a result of normal wear and tear, improper use, neglect, accidental damage, or failure to operate and maintain the appliance in accordance with the manufacturer’s instructions.

The guarantee also does not apply to repairs or alterations carried out by you or any third party, or to use of the appliance otherwise than as directed in the manufacturer’s user manual. It further excludes fuse replacements, except where the fuse has been damaged as a result of our negligence.

To make a claim under our repair guarantee, the original repairing engineer must be given the opportunity to inspect the appliance and, if necessary, to rectify the issue. Where a third party or independent engineer has attended before we are given this opportunity, We Repair Limited reserves the right to revoke the repair guarantee.

If We Repair Limited is found to be at fault, we will carry out the necessary corrective work under the terms of the guarantee. However, we will not reimburse any third-party service fees or refund previous repair charges where we have not had the opportunity to inspect the appliance before any third-party intervention.

  1. Refrigeration Re-gassing

Our repair guarantee does not apply to any repair on a refrigeration product where a system re-gas has been carried out. 

As a refrigerant is a liquid/gas and not a physical product, and most of the pipework that carries refrigerant will be inbuilt to the product lining, which will be inaccessible, it will be impossible for our engineers to fully inspect all the pipework and joints. 

  1. Unable to remove appliances

It is your responsibility to ensure that the appliance is accessible for the engineer’s visit. While we will use reasonable endeavours to remove both freestanding and integrated appliances, there may be instances where an engineer cannot safely remove an appliance due to the way it has been installed or because doing so could cause damage. In such cases, we may ask that you arrange for the appliance to be removed before the repair and refitted afterwards. Once the appliance has been made accessible, We Repair Limited will re-attend at a later date at no additional cost to continue with the repair. If an engineer attends and is unable to remove the appliance, the callout and labour charge remain payable.

  1. Working in dangerous or unsafe conditions

We Repair Limited will not start or continue any work in your home, or at any other location where the appliance is fitted, if we believe there is a health or safety risk. This includes, but is not limited to, situations involving hazardous chemicals, pest infestations, verbal or physical abuse, or harassment. Work will not resume until the identified risk has been fully resolved. If an engineer attends and is unable to carry out the repair due to unsafe or hazardous conditions, the call-out and labour charge remain payable.

  1. Reporting Damage

Any concerns or complaints regarding damage must be raised with the attending engineer while they are on site. It is your responsibility to inspect the surrounding area once the engineer has completed their work. We Repair Limited is unable to accept any damage claims reported after the engineer has left your premises. This policy exists because customers sometimes request that appliances be left out for cleaning or may move or reposition the appliance themselves before or after a repair. These actions can make it impossible to verify the source or timing of any damage. If a genuine issue is identified while the engineer is still present, it will be assessed and addressed in line with our service policy.

  1. Making changes to or cancelling your repair

You have the right to cancel your repair within 14 days of booking without giving any reason. The cancellation period expires 14 days from the date the contract is concluded (the date your booking is confirmed). If your appointment is scheduled to take place within 14 days of booking, you may cancel up until 1:00 pm on the working day before your visit. If you cancel after this deadline, or fail to notify us of your cancellation, the call-out and labour charge remains payable and no refund will be due. To exercise your right to cancel, please contact us by calling 01923 204 620 or emailing directrepairs@wralimited.com. To meet the cancellation deadline, it is sufficient to send your communication before the cancellation period expires. Your notice to cancel will be considered received when you contact us by phone, or, in the case of email, on the date your message is sent.

  1. Paper Quotations and Invoices

We Repair Limited operates as a paperless business. All quotations and invoices will be sent free of charge to the email address you provide. If you require a paper copy to be sent via Royal Mail, an administration and postage fee of £10.00 + VAT (£12.00 including VAT) will apply.

  1. Refund Policy

Any refund agreed by We Repair Limited will be issued to the original payment method used. Refunds will be processed within 7 working days from the date the refund is agreed. For payments made via BACS, refunds will also be issued by BACS. In order to process the refund, we will require the following details:

  • Account name
  • Sort code
  • Account Number 
  1. Events beyond our control

We Repair Limited will not be liable for any delay or failure to comply with these terms where such delay or failure results from circumstances beyond our reasonable control. This includes, but is not limited to, events such as extreme weather, industrial action, supplier delays, power outages, transport disruptions, or other unforeseen events outside our control.

  1. Our liability to you

If We Repair Limited breaches these terms or is negligent, we are liable to you for any foreseeable loss or damage that you suffer as a result. “Foreseeable” means that, at the time the contract was made, it was either clear that such loss or damage would occur, or both you and we knew that it might reasonably occur as a result of something we did or failed to do. We are not liable for any loss or damage that was not foreseeable, any loss or damage not caused by our breach or negligence, or for any business loss or damage. Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot legally be excluded or limited.

  1. Your information

Any personal information you provide to We Repair Limited will be handled in accordance with our Privacy Policy, which explains what information we collect and hold about you, and how we collect, store, use, and share that information.

  1. No third-party rights

No one other than you and We Repair Limited has any right to enforce any of these terms.

  1. Governing law and jurisdiction

The laws of England apply to these terms. However, if you are a resident of another part of the United Kingdom, you will retain the benefit of any mandatory protections provided by the laws of the region in which you live. Any disputes will be subject to the non-exclusive jurisdiction of the English courts. This means that you may choose to bring a claim either in the courts of England and Wales, or in the courts of the part of the United Kingdom where you reside.

  1. General Terms

You are not permitted to transfer your rights or obligations under these terms to anyone else without our prior written consent. We Repair Limited may transfer our rights and obligations under these terms to another business without your consent. If this happens, we will notify you and ensure that your rights under the contract are not adversely affected as a result. If any provision of these terms (or part of a provision) is found to be illegal, invalid, or unenforceable, the legality, validity, and enforceability of the remaining provisions will not be affected. If you breach these terms and we take no immediate action, we will still be entitled to exercise our rights and remedies at a later date in respect of that or any future breach.