Terms & Conditions
Academyeng Ltd trading as Academy Heating
General Terms and Conditions
Mission Statement
Academyeng Ltd aim to provide a quality experience to its customers through good service and communication.
What you can expect from us
We aim to treat our customers, appliances and property with respect. We will be honest and straightforward and transparent in our customer dealings.
Installations
Subject to quotation
Service and Maintenance
The person telephoning us will be responsible for payment. Payment must be made on completion of the call to the engineer (see Payment Terms)
If you are a tenant you will be responsible for payment unless the Landlord instructs us otherwise in writing/email/fax. To protect you we invariably suggest that the booking is made by the landlord.
Our service centre staff are NOT engineers and therefore cannot give you advice on your machine. Advice can only be given by a qualified engineer following a call-out visit.
Call-out Charges - will be advised by our staff on booking - guidance (prices correct as at 1 Jan 2010)
These vary according to the area in which you live and all prices are subject to VAT
call-out including 30 minutes labour and a second visit if parts require to be ordered
Normal area £80 (£65 local to our office)
Outer of area £125
Distant area, subject to quotation
Parking Costs
We require the customer to advise/provide for parking. Any parking costs are payable by the customer.
Additional Labour
£15 per 15 minutes or part thereof
Parts
Any parts must be supplied by ourselves or by the manufactures if under guarantee/warranty.
We reserve the right to pass on to the customer any handling charges for parts ordered if you subsequently cancel the call.
Deposits for Parts
Special order parts may require a deposit or payment in advance. You will be advised on application, prior to order.
Cancellation Charges
Up to 4.00pm previous working day
Calls can be cancelled or changed any time up to 4.00 pm the previous working day (Mon-Fri excluding public holidays) with no charge.
After 4.00pm previous working day
If you cancel on the day, or after the above time, fail to advise us, or are not in when we arrive at the agreed time a charge of £42.00 will be made. We also reserve the right to pass on handling /return charges of any parts specifically ordered for your appliance.
Our Guarantee
Direct Work
Parts that we supply are covered by a manufacturers guarantee ranging from 90 days to one year and excludes consumable items, for example light bulbs.
We guarantee the quality of the workmanship of any job for three months unless otherwise stated.
If a part fitted by us fails during its guarantee period, we will supply the labour free of charge to replace that part even though it was not due to our workmanship.
Agency Work (appliances under manufacturer’s warranty or guarantee)
When acting as an agent for a manufacturer or distributor the work undertaken and guarantees thereof are subject and in accordance with the manufacturers or distributors terms and conditions.
Insured Appliances
All customers are advised to obtain authorisation from the insurance company prior to booking a call. The customer making the booking remains responsible for settling the debt and claiming back from the insurance company. In the exceptional case where the insurance company arranges for direct payment, in event of late payment (28 days from invoice) or disputed payment, the customer will be liable to may payment within seven days and seek reimbursement from the insurance company themselves.
What we Do
Academyeng Ltd provide Installation, Service and Maintenance for a range of Domestic appliances, Gas, Electric and LPG, these include:
Refrigeration
Refrigerators
Freezers
Cold Cabinets
Wine Coolers
Icemakers
Cooking
Hobs
Ovens
Cookers
Microwave
Barbecues
Steamers
Washing
Dishwashers
Washing Machines
Dryers
Washer Dryers
Domestic Boilers
Supply
Installation
Service and maintenance
Installation of new central heating systems.
What We Do NOT Do
Sell domestic appliances (except boilers)
Deal with Gas leaks and escapes (Call National Grid Gas)
Give advice over the telephone
Our Engineers
ID
Engineers carry an ID, which includes their photograph. If in doubt, or in the exceptional case where the card may not be available, please telephone the service centre who will identify the engineer.
Qualifications
Our engineers are trained, experienced and qualified for the calls to which they are assigned, up to and including full Gas Safe registration and qualification.
Uniform
Our engineers wear standardised uniforms, with the tops carrying our name.
Vehicles
Our vehicles are liveried with our name and details for additional security. Occasionally we may use a non-liveried or hire vehicle.
Caring for Your Home
We pick and train our engineers to reflect our need for a high degree of care and respect for your home. Engineers will take all possible care especially when moving appliances and may decline to work on an appliance if it cannot be worked on safely or without damage to its housing or flooring, until you have provided good access to the appliance.
We ask you to inspect our work and the immediate surrounds and in the unlikely event of any damage, report this to the engineer before they leave.
Customer Contact
We are authorised service agents for a number of manufacturers and are contracted by them if your appliance is under warranty or guarantee. Contact in this event should be through the manufacturer who will then instruct our service centre.
We have a dedicated Service Centre who will liaise with you direct once you or the manufactures have made contact.
Our Website www.academyeng.com has more details of our services.
Keeping You Informed
With the nature of the work it is difficult to be precise with the engineer call times therefore we cannot guarantee a time. We will agree a day when we will undertake the call. For your convenience you may telephone the service centre between 3.30 and 4.40 the previous day for an indication of the call timing generally being between 8.00am ?12.00pm or 11.00am ? 3.00pm. additionally, you can request a call from the engineer approximately 30 minutes prior to arrival. These times are a guideline only but will do our utmost to work within this.
Means of Contact
Telephone |
02085052991 |
Fax |
02085060107 |
enquiries@academyeng.com |
|
Website (contact form) |
www.academyeng.com |
In writing |
104 Palmerston Road |
Hours of Business
Service Centre 9 - 5 Monday to Friday
Engineers 8 - 4 Monday to Friday
Payment Terms
It is the responsibility of the person placing the order to pay the account even if this means them claiming back from a third party, i.e. a landlord.
All calls are Strictly Cash.
The exception is for large account customers where separate payment terms have been agreed in advance.
Payment to Engineer
All service calls are to be paid for before the engineer leaves site. Work may not be undertaken if this has not been arranged and a cancellation/aborted call charge would be payable.
In the unlikely event that work is undertaken and the client is unable to pay immediately, an invoice will be issued for settlement by return.
Payment Methods
Academy accepts payment by credit card, cash or cheque.
Default
Should payment reminders have to be sent, Academy will charge £10 plus VAT for each reminder until paid in addition to interest at 3% above HSBC Bank base rate.
If the debt is placed with a debt collection agency you will be responsible to pay collection charges, which will be added to the debt.
If legal action is taken or commenced, all costs will be payable by yourself and will be added to the debt.
Disputes
All disputes must be recorded with academy engineering as soon as possible and at any case within seven days. We may require you to confirm and clarify details in writing either by letter, fax or Email. This does not affect your statutory rights or guarantees.
What we expect from you
Notice of Cancellation or Change
We appreciate for a number of reasons that you may need to change the appointment. We ask you to advise us as soon as possible of the need to change your booking which we undertake free subject to the terms under for advise after 4.00pm the previous working day ?cancellation charges?.
Payment on Completion
On clearing the call, payment must be made to the engineer, unless exceptionally previous arrangements have been made on booking the call. All chargeable calls must be paid for on completion of the work. If you are not going to be in attendance then you must make payment available either by leaving the means for payment, or supplying a telephone number to contact you at so that you can pay by credit card.
Clear Identification of Appliance.
We need make and model number and colour. If you have access to the serial number this may assist us.
Identifying Parking
We require customers to arrange or advise on parking in order that the engineer can attend the call. If there is restricted or permit only parking, we need you to arrange parking within a reasonable distance of your premises in order that the engineer can attend. Parking fees are payable by the customer, if it is metered or paying car park. If there are difficulties in parking please advise us on booking. Engineers will telephone you if they have difficulties on the day in order for you to guide them to the parking area.
Compliance with Pre-Visit Instructions
We may on occasion request the appliance to be turned off or even run up to heat for a period before our call. In the event of this not being done this will at the least incur additional labour time and at worst result in an abandoned call which will be subject to a cancellation/missed call charge.
Access to the Appliance.
You need to supply reasonable access to the appliance. If the kitchen in fitted, we will, subject to health and safety guidelines, extract the appliance to work on. If it is encased in the fitments, you will be responsible to arrange for the appliance to extracted ready for the engineer and also to replace it back in its housing.
Gas and Electricity Supply
You are responsible to ensure a correct and safe power supply exists, or is put in place prior to our visit. If we ascertain that it is unsafe then the service will not be undertaken and may be liable to a cancellation charge. The cancellation fee is waived where we are contracted to revisit with the appropriate engineer to repair the supply fault.
THE ABOVE DETAILS ARE CORRECT AS AT 1 JANUARY 2010. ACADEMYENG LTD RESERVES THE RIGHT TO CHANGE OR AMEND ANY DETAILS WITHOUT NOTICE.
