Terms of service

1. Who these terms are with

Hawk Appliances Ltd, a company registered in England and Wales under number 10911976, trading from Manchester, Greater Manchester. “We” and “us” means that company; “you” means the person or business asking us to carry out work.

2. Booking a visit

A booking is confirmed when we have agreed a date and a visit window with you, by phone or in writing. Submitting the form on this site is a request for a visit, not a confirmed appointment — we ring you to arrange it.

We attend in a two-hour window. If we are going to miss it we will ring you, and you may rearrange without charge.

3. Access and safety

Somebody aged 18 or over must be present for the visit. We need reasonable access to the appliance and to its electrical supply and, where relevant, its water supply and drain.

We can pull an appliance out from under a worktop and put it back, but we will not dismantle fitted kitchen units or plumbing, or move furniture obstructing access. Where we cannot reach the appliance and have to leave, the call-out fee is still payable.

4. What we charge

• Call-out and diagnosis — £49.00 ex-VAT (£58.80 inc-VAT). Payable on every attended visit, whether or not the repair goes ahead.
• Repair — a further £30.00 ex-VAT, making £79.00 ex-VAT (£94.80 inc-VAT) in total. It is a fixed fee, not an hourly rate.
• Parts — charged at cost plus fitting, and always quoted to you before they are ordered. Nothing is fitted without your agreement.

VAT is charged at 20% (VAT registration no. GB 452 2008 34). Payment is due on completion, by card or bank transfer.

5. What we work on, and the limits of it

We repair and install electric domestic appliances only. We do not work on gas appliances of any kind — cookers, ovens, hobs, boilers, fires or heating — and we will not attend them.

We do not carry out fixed electrical work — new cooker circuits, cooker switches, consumer units or fixed wiring — which is a qualified electrician’s job. An installation is connected to a supply that is already there: a new water supply, waste pipe or electrical circuit, and cutting a new worktop opening, are separate trades that we do not carry out.

6. Cancelling and rearranging

You can cancel or move a visit at no charge up to two hours before the start of the window. If we have already travelled to you and cannot gain access, the call-out fee is payable.

Where you are a consumer who booked without meeting us — over the phone or through this site — you have a statutory right to cancel within 14 days under the Consumer Contracts Regulations 2013. If you ask us to attend within that period and we do, you are liable for the work carried out up to the point you cancel.

7. Our guarantee

Repair work carries a 6-month guarantee. What it covers, and what it does not, is set out in full on our guarantee page.

8. Liability

We carry out work with reasonable care and skill, as the Consumer Rights Act 2015 requires. We are responsible for loss or damage we cause by breaking this contract or by failing to use reasonable care and skill, but we are not responsible for losses that were not foreseeable when the contract was made.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited.

Appliances are worked on in the condition we find them. An old or corroded part can fail during a repair despite proper care; where that happens we will tell you at once and discuss it with you before going further.

9. Complaints

Ring 07392 456871 or email Repairs@hawkappliances.co.uk. We aim to acknowledge a complaint within two working days and resolve it within ten.

10. Governing law

These terms are governed by the law of England and Wales, and disputes may be brought in its courts.

See also our privacy notice and pricing.