WDI Group (Surrey) Ltd
Repairs, Call-outs & Fault Finding Terms & Conditions
These terms apply to repair visits, call-outs, breakdowns, investigations and fault-finding undertaken by WDI Group (Surrey) Ltd and should be read together with our Standard Quotation Terms & Conditions and any individual booking, quotation or estimate.
1. Call-out & Diagnostic Work
Attendance to investigate a fault, breakdown, leak, failure or other reported problem is chargeable work.
The Client is paying for the engineer's attendance, time, professional knowledge, testing and diagnostic work undertaken and not solely for the successful repair of the reported fault.
The applicable call-out, hourly or diagnostic rate will be advised when booking or otherwise agreed with the Client.
2. No Guarantee of Diagnosis on First Visit
WDI Group will use reasonable care and skill when investigating the reported problem. However, some faults may be intermittent, concealed, complex or require specialist testing, manufacturer information, replacement components or further investigation.
WDI Group cannot guarantee that every fault will be identified or repaired during the initial attendance. The agreed attendance and diagnostic charges remain payable for work properly undertaken even where the fault cannot reasonably be identified or repaired during the first visit.
3. Minimum Charge & Additional Time
Where a minimum call-out or initial attendance charge applies, this covers the period stated when the booking is made. Where additional time is required beyond the included period, further labour will be charged at WDI Group's applicable rate.
Where reasonably practicable, the Client will be informed where substantial additional diagnostic time is likely to be required.
4. Diagnosis is Not a Fixed-Price Repair
A diagnostic attendance is separate from any subsequent repair unless expressly agreed otherwise. Where a fault is identified and further parts or labour are required, WDI Group may provide a quotation or estimate for the necessary repair.
The Client is not obliged to proceed with the recommended repair, but diagnostic and attendance charges already incurred remain payable.
5. Intermittent Faults
Intermittent faults may not be present while the engineer is on site. Where equipment operates normally during attendance, WDI Group may still undertake reasonable checks based upon symptoms and information provided by the Client.
If the fault cannot be reproduced or confirmed, further attendance may be required and will normally be chargeable.
6. Information Provided by the Client
The Client should provide accurate information regarding the reported fault, including fault codes, symptoms, previous repairs, unusual noises, leaks, loss of pressure or circumstances in which the fault occurs.
Diagnosis may be affected where information is incomplete or inaccurate. Photographs, videos or fault codes provided before attendance may assist WDI Group but do not constitute a confirmed diagnosis.
7. Parts
Parts are not included within a call-out or diagnostic charge unless specifically stated. Where replacement parts are required, WDI Group will advise the Client of the proposed repair and applicable additional charges.
Where reasonably practicable, approval will be obtained before chargeable parts are ordered or fitted. Special-order, manufacturer-specific or non-returnable parts may require payment in advance.
8. Return Visits
Where a part must be ordered or further work is required, a return visit may be necessary. Unless expressly included within a fixed repair price, additional attendance and labour for a return visit will be chargeable.
The Client will be advised of applicable charges before further work proceeds where reasonably practicable.
9. Multiple or Unrelated Faults
A property, appliance or system may contain more than one fault. Repairing or identifying one fault does not guarantee that another existing or unrelated fault will not subsequently become apparent.
Where further problems are identified which are separate from the original repair, additional investigation, parts and labour will be chargeable.
10. Pre-existing Defects
WDI Group is not responsible for pre-existing defects, deterioration, corrosion, incorrect installation, previous repairs or other problems which could not reasonably have been identified before work commenced.
Investigation or repair work may expose weaknesses or additional defects within existing equipment, pipework, wiring, valves, fittings or other components.
Where additional remedial work becomes necessary as a result of a pre-existing defect or condition, the additional work, labour, parts and any further attendance will be chargeable.
11. Disturbing Existing Components
Fault finding and repair may require existing covers, valves, fittings, seals, connections, components or equipment to be operated, removed, disconnected or disturbed.
Older or deteriorated components can sometimes fail when operated or disturbed despite reasonable care being exercised.
Where a component fails or additional work is required because of pre-existing deterioration, corrosion, weakness or damage which could not reasonably have been identified beforehand, the replacement component, additional labour and any necessary return attendance will be chargeable.
This does not exclude WDI Group's responsibility to exercise reasonable care and skill.
12. Temporary Repairs
Where a permanent repair cannot reasonably be completed during the attendance, WDI Group may offer a temporary repair where appropriate and safe. A temporary repair is intended only as an interim measure and does not guarantee continued operation for any particular period.
Where further permanent remedial work is recommended, the Client should arrange this within a reasonable period.
13. Safety
Where an engineer identifies an unsafe appliance, gas installation, electrical installation or other dangerous condition, WDI Group may be required to take appropriate safety action. This may include recommending that equipment is not used, isolating equipment where appropriate or advising that urgent remedial work is required.
The applicable attendance or diagnostic charge remains payable for work undertaken even where equipment cannot safely be returned to service.
14. Customer-Supplied Parts
Where the Client asks WDI Group to install a part, component, appliance or other item supplied by the Client, that item is not covered by any WDI Group parts or product warranty.
The Client is responsible for ensuring the supplied item is correct, compatible, complete, undamaged and fit for its intended purpose.
WDI Group's workmanship warranty applies only to installation work carried out by WDI Group and does not provide a warranty for the Client-supplied item itself.
If a Client-supplied part subsequently fails, proves defective, becomes faulty or requires removal, repair or replacement, any WDI Group attendance, diagnostic work, labour, removal, refitting or replacement work will be chargeable.
The Client is responsible for pursuing any product warranty or claim directly with the supplier or manufacturer from whom the item was purchased.
Where an incorrect, defective or incompatible Client-supplied part causes additional work or attendance, that additional work will also be chargeable.
WDI Group reserves the right to refuse to install a Client-supplied component where we reasonably consider it unsuitable, incompatible or unsafe.
15. Customer-Requested Part Replacement
Where the Client specifically instructs WDI Group to replace a component without allowing WDI Group to carry out its own diagnosis, WDI Group cannot guarantee that replacing the requested component will rectify the reported fault.
The Client remains responsible for agreed labour and parts charges where the requested work has been properly carried out.
16. Sequential Diagnosis & Multiple Component Failures
Fault diagnosis can sometimes only be completed in stages. A failed component may prevent WDI Group from testing, operating or accurately assessing other components within the appliance or system.
Where WDI Group reasonably diagnoses a component as defective and that component must be repaired or replaced before further testing can be undertaken, the repair or replacement does not guarantee it is the only fault present.
Once the first fault has been rectified, further testing may reveal additional failed, damaged or defective components which could not reasonably have been identified while the original fault was present.
For example, a failed printed circuit board, control, pump, valve, motor, sensor or electrical component may prevent other parts of the appliance or system from being operated and tested until the initial fault has been rectified.
Where further faults are subsequently identified, the additional diagnosis, parts, labour and attendance required to rectify those faults will be chargeable.
The fact that an additional fault becomes apparent after an initial component has been replaced does not, by itself, mean that the original diagnosis or replacement was incorrect.
WDI Group will remain responsible for carrying out diagnostic and repair work with reasonable care and skill.
17. Repair Warranty
Unless expressly stated otherwise, WDI Group provides a 12-month workmanship warranty on repair work carried out by WDI Group.
This warranty relates to our workmanship and does not provide a 12-month guarantee against unrelated or subsequent failure of the appliance, system or its existing components.
Replacement parts supplied by WDI Group may carry a separate manufacturer's warranty subject to the manufacturer's terms.
Where a reported problem following repair is found to be unrelated to WDI Group's previous repair, a new diagnostic or attendance charge will apply.
Nothing within this clause affects the Client's statutory rights.
18. Recalls
If the Client believes there is a problem directly related to repair work recently completed by WDI Group, the Client should contact us as soon as reasonably practicable.
Where investigation confirms the problem results from defective WDI Group workmanship covered by our warranty, reasonable remedial work will be carried out without an additional labour charge.
Where the issue is found to be unrelated, caused by another component, a pre-existing condition, misuse, third-party interference or another excluded cause, the attendance and any diagnostic work will be chargeable.
19. No Guarantee of Remaining Components
Replacing one defective component does not mean other components within an existing appliance or system have been renewed or warranted. WDI Group cannot guarantee the remaining life of existing components which have not been replaced.
20. Uneconomical or Obsolete Equipment
Where equipment is old, obsolete, severely deteriorated or replacement parts are unavailable, WDI Group may advise that further repair is impractical or uneconomical. The Client remains responsible for diagnostic and attendance charges incurred before this conclusion is reached.
21. Aborted Attendance
Where WDI Group attends at an agreed appointment but is unable to carry out the work because reasonable access is unavailable, the Client is not present where required, utilities necessary for testing are unavailable, or another circumstance within the Client's reasonable control prevents the work, the agreed attendance charge will remain payable.
22. Payment
Call-out and diagnostic charges are payable for the work and attendance undertaken, irrespective of whether the fault is identified during the first visit; the fault can be repaired during the first visit; replacement parts are required; the Client chooses not to proceed with the recommended repair; the appliance or system is considered beyond economical repair; or further investigation is recommended.
This does not affect the Client's statutory rights or WDI Group's obligation to perform its services with reasonable care and skill.
23. Acceptance
By booking or instructing WDI Group to attend a repair, breakdown, call-out or fault-finding appointment, the Client confirms acceptance of the agreed attendance and labour charges, WDI Group's Standard Quotation Terms & Conditions, these Repairs, Call-outs & Fault Finding Terms & Conditions and any additional terms specifically agreed for the booking.
Nothing within these terms affects the Client's statutory rights.