REPAIR QUOTATION TERMS & CONDITIONS

SERVICE & REPAIR QUOTATION TERMS & CONDITIONS

(Updated 26/03/2025)

IMPORTANT PLEASE READ

Thank you for choosing CaterCare Catering Equipment Ltd. These Terms and Conditions apply to all repair quotations, services, and related activities provided by our company. By accepting our repair quotes, you agree to comply with these terms.

Please review the following sections carefully. They outline your responsibilities, the scope of our services, and any other important information related to the repair process. If you have any questions or need further clarification, please don’t hesitate to contact us.

1. PAYMENT TERMS

1.1 Unless explicitly agreed in writing prior to the commencement of work, the total balance due must be paid in full within 30 business days of the final invoice date. The final invoice will be provided to the customer within 7 days of completing the work.

1.2 All materials and goods supplied by CaterCare Catering Equipment Ltd (the “Company”) shall remain the property of the Company until the full invoice has been paid by the customer.

1.3 If payment is not received within the agreed time frame, the Company reserves the right to take legal action, impose late payment charges, and, where applicable, recover parts or materials fitted.

2. SERVICE TERMS

2.1 By accepting this estimate, the customer authorises the Company to perform the services described. Any work not covered within the estimate will incur additional charges at the Company’s standard service rates.

2.2 The Company does not guarantee that any repair will fully restore the appliance to operational condition, as further faults may become apparent only after initial work is carried out.

2.3 If any additional faults are discovered during the repair process, these will be communicated to the customer along with a revised quotation for the necessary work.

2.4 The estimate provided is based on information available at the time and covers only the listed parts and labour. It does not include unrelated or subsequent faults, structural modifications, electrical/gas isolation, or builder’s work unless specifically itemised.

3. CHANGES TO ESTIMATE

3.1 Any changes requested by the customer regarding quantities, specifications, scheduling, or any other aspect of the services must be agreed upon in writing by the Company.

3.2 Changes may result in additional charges, which the customer agrees to pay upon acceptance of the revised estimate.

4. RETURNS POLICY

4.1 If the customer wishes to return goods or parts ordered by the Company, refunds may be considered under the following conditions:

• Any goods accepted for cancellation after dispatch from the supplier will incur an abortive delivery charge and any applicable supplier cancellation fee.

• Returns may be accepted within 28 days of delivery at the Company’s discretion, provided that the goods are returned at the customer’s expense, in their original packaging, and in unused condition.

• Goods and parts that have been unpacked or installed cannot be returned.

• Any approved return (excluding faulty goods) will be subject to a restocking fee of up to 25% of the invoiced price, plus any expenses incurred by the Company or its suppliers.

5. ACCESS REQUIREMENTS & MISSED APPOINTMENTS

5.1 It is the customer's responsibility to ensure that our engineers are provided with safe, unrestricted access to the premises and the relevant equipment on the agreed service date.

5.2 If our engineer attends and is unable to carry out work due to lack of access, equipment being in use, or other factors outside our control, a call-out charge will still apply.

5.3 If the appointment must be cancelled or rescheduled, we require a minimum of 24 hours' notice. Failure to do so may result in a cancellation fee.

6. RECALL POLICY

6.1 Following completion of a service visit by our engineer, the customer must notify us in writing of any further issues related to the original fault within 30 calendar days of the visit date. If a fault is reported within this period, we will arrange a recall visit to inspect and determine whether the issue is related to the original service.

If the fault is confirmed to be related to the original issue, the recall visit will be provided free of charge; however, the original service invoice must be paid in full prior to the recall being scheduled.

If the issue is found to be unrelated and considered a new and separate fault, the visit will be charged at our standard rates for call-out, labour, and parts as applicable.

6.2 If during a recall visit additional defective parts are identified:

We will provide a written estimate for any new parts and associated labour for customer approval before proceeding.

If any parts originally supplied and fitted are found to be defective under warranty, we will liaise with the supplier to arrange for replacement parts. We will then schedule a return visit to replace the defective part(s) at no additional cost to the customer, and the faulty part(s) will be returned to the supplier.

6.3 Failure to report a related issue within the 30 day period will result in any future service requests being treated as new faults, and charged accordingly. Customers may not withhold or delay payment of any outstanding invoice on the grounds of a later fault or issue, unless that fault was properly reported within the stated 14-day recall period and determined by us as a valid recall.

7. WARRANTY ON REPAIRS & PARTS

7.1 All parts supplied by the Company are covered by the manufacturer’s warranty, typically 3 months, subject to their terms.

Labour provided by the Company in connection with any repair or part installation is guaranteed for 30 days from the date of service.

The warranty does not cover:

Faults caused by user error, abuse, or lack of maintenance.
Failure of unrelated components.
Third-party or customer-supplied parts.

8. PROGRESSIVE FAULTS DISCLAIMER

8.1 While the Company will make every reasonable effort to diagnose and repair faults, some issues may only become evident after initial repairs have been carried out.

8.2 The Company cannot guarantee that replacing one faulty component will resolve all issues within an appliance. If additional faults are discovered after the first repair, further repairs may be required, which will be quoted separately.

8.3 The customer acknowledges that repair work is undertaken at their own risk, and any additional parts and labour required will be chargeable beyond the original estimate.

9. EQUIPMENT AGE, CONDITION & PRE-EXISTING FAULTS

9.1 The Company cannot accept responsibility for the overall condition or performance of equipment that is old, poorly maintained, or has underlying faults not evident during initial inspection.

9.2 Repairs may expose or be impacted by hidden or progressive faults for which the Company will not be liable.

10. NON-REPAIRABLE EQUIPMENT CLAUSE

10.1 If, during the repair process, the Company determines that the appliance is beyond economical or practical repair due to age, excessive wear, or part unavailability, the customer will be informed immediately.

10.2 In such cases, the customer remains liable for:

• Any call-out or diagnostic fees.

• Any parts or labor used up to the point of determining the appliance is non-repairable.

10.3 The Company holds no responsibility for non-repairable appliances and no obligation to provide alternative solutions beyond what is reasonably practical.

11. DISCLAIMER OF LIABILITY

11.1 Estimates are provided on a best endeavors basis and are subject to revision based on actual conditions found during servicing.

11.2 The Company cannot be held liable for:

• Defects in existing installations or faults in parts not provided by the Company.

• Consequential damages, including loss of business or downtime, resulting from appliance failure.

• Injury, loss, or damage caused by misuse, negligence, or actions of the customer or their staff.

11.3 All advice provided by the Company is given as an opinion only and should not be taken as a guarantee of performance or safety.

12. UNFORESEEN COSTS

12.1 The customer is liable for any additional work, services, or materials needed to rectify unexpected issues that arise during servicing.

12.2 The Company cannot guarantee that further parts will not be required until the initial repairs are carried out and the appliance is fully tested.

12.3 The Company also makes no guarantees against future failures caused by general wear and tear, misuse, or any external factors beyond its control.

13. RETENTION OF TITLE

13.1 All goods and materials supplied remain the property of the Company until full payment has been received.

13.2 If payment is not received within the agreed period, the Company reserves the right to remove any unpaid parts. This may result in the appliance becoming non-functional, for which the Company accepts no liability.

13.3 The Company will notify the customer prior to any removal of unpaid parts and provide a final opportunity for payment.

14. HEALTH & SAFETY

14.1 The Company will take all reasonable precautions to ensure a safe working environment. However, it is the responsibility of the customer to maintain a safe workspace for engineers.

14.2 The Company reserves the right to refuse service if working conditions are deemed unsafe or illegal.

15. DUTY OF CARE

15.1 The Company will exercise reasonable care in handling customer property and carrying out services. However, the customer acknowledges that repairs involve risks of unforeseen damage to aged or faulty equipment.

16. INSURANCE

16.1 The Company maintains the following insurance cover via Aviva Insurance Services:

• Public Liability Insurance: £5,000,000

• Product Liability Insurance: £5,000,000

• Employers’ Liability Insurance: £10,000,000

17. COMPLIMENTS & COMPLAINTS

17.1 Customers may submit compliments or complaints in writing to:

CaterCare Catering Equipment Ltd
Unit 1 Nimbus Park,

Porz Avenue,
Dunstable, Beds,

LU5 5WZ

18. AGREEMENT TO TERMS

18.1 By approving any quotation provided by us, you fully agree to and comply with these Terms and Conditions.
Your acceptance of the quote signifies your understanding and agreement to all terms outlined above.

19. QUESTIONS OR CONCERNS

19.1 If you have any questions or concerns about any of the Terms and Conditions outlined above, please contact us in writing. We encourage you to reach out before accepting the quotation or proceeding with the service.

All queries should be sent to: