Servicing Terms & Conditions
EQUIPMENT SERVICING TERMS & CONDITIONS
If you would like to book a service engineer to visit your facility, you will need to agree to the terms and conditions below. We strongly recommend that you read these Terms and Conditions carefully before purchasing equipment services from our website by email or over the phone.
Terms of Contract
When you place an order with Tramp Tech Ltd it will be treated as an offer to purchase equipment servicing from us. Once the order is placed and the payment of a call out fee or purchase order is made, we will send you an email confirmation and a contract is formed at such time.
Information about us
We are Tramp Tech Limited (“TT” or “we” or “us”), a company registered in England and Wales under company number 11918322 and with our registered office at 31 Richards Close, Wellington, Somerset. TA210BD. Our VAT number is GB 110533176
Your status
At the time of placing the order you warrant that:
you are legally capable of entering into binding contracts and making payments.
you (and the recipient of the item if applicable) are at least 18 years old, and
– you fully accept the contract terms and conditions.
You must also additionally warrant that:
(i) the equipment can be isolated from public use and is accessible for the agreed period of time;
(ii) the field service engineer can park legally at the location (if a permit is required this must be made available to the field service engineer upon his arrival);
(iii) you will be present at the time of the visit (if you will not be present during the service visit you confirm that you will provide a representative and they are over 18), and
(iv) the equipment will not be in use for at least 1 hour prior to attendance.
(v) due to unpredictable travel complications and distance travelled we reserve the right to have a 60min flexible window either side of the agreed arrival and completion time. You will need to make sure this additional time has been catered for. Should the engineer not be able to carry out the agreed servicing the full call out fee and fuel surcharge + VAT will be chargeable.
Please note, we carry a wide selection of spares on the van and keep it stocked with a view to replace on site. It is your responsibility to notify us of any new equipment or change of make/model. Failure to do so may result in spares not being available. The details we require are the make, model and serial number.
Please ensure that the information you submit on our booking system is correct. Should the address details be incorrect, we reserve the right to charge a call out fee of £99.00 + VAT and/or to not to carry out a repair.
Payment
We require payment before the day of the engineer’s first visit. We take payment from your card at the time we receive your order once your card details have been checked. We accept Visa and MasterCard credit cards along with, Visa debit, Visa Electron and Maestro debit cards. Payment for any parts that are to be ordered must be paid for on or before the return visit.
Payment by account must be agreed in advance of no less than 30 days prior to the service engineers scheduled visit. Account forms must be completed and approved and then a credit limit will be agreed.
Title of goods shall not pass to purchaser until full payment is received and cleared through our bank. Accounts to be settled within 7 days of invoice. Interest may be charged on accounts not settled within 30 days.
Appointments dates and time
All appointments will be scheduled to commence during regular working hours (8am-6pm). Out of hours and weekend work will be charged an additional £99.00 + VAT for each visit.
We will use all reasonable endeavors to ensure that a service engineer will attend on the agreed date. However, occasionally, due to circumstances out of our control, we may be unable to attend as planned. If we are unable to attend on the agreed date, we will contact you as soon as is reasonably practicable to agree an alternative date.
Whilst we will try to contact you or respond to your communication promptly, we cannot give any guarantees regarding response time.
What is / is not covered
The price we quote includes the service engineer’s call out and associated labour charges. Where additional parts are required in order to carry out the repair we will provide a quote for these parts at or following the engineer’s visit. Minor spares for example stretched springs, toggle loops and floor guards to the value of £100 will be fitted without prior notice or agreement. You should notify us on the booking form if you require authorisation or wish to change the value and who is qualified to make these decisions. The price we quote does not include the following:
Cost of field service engineer’s revisit if the appointment fails due to customer, installation and / or access issue.
Service visits
Our service engineer will use all reasonable efforts to repair a fault however, we cannot guarantee to be able to repair every fault at the time of the visit.
If you are unable to allow our service engineer access on the agreed date you must contact us as soon as is reasonably practicable (and in any such event before 12pm of the day preceding the agreed date) to arrange an alternative date. If you do not inform us, or inform us after this time, we reserve the right to apply a cancellation charge of £99.00 + VAT. Any agreed refund (if applicable) will be made within 28 days of the service visit date.
If your equipment or the property where the equipment is located cannot be easily accessed to facilitate the service (e.g., we cannot enter the property due to the lack of legal parking, there is no one present at home / on the property, or the person in attendance is under or appears to be under the age of 18 years old) we reserve the right to cancel the visit and charge a cancellation charge of £99.00 + VAT. Any agreed refund (if applicable) will be made within 28 days of the service visit date.
If we reasonably believe that the health and safety of our service engineer cannot be guaranteed, we reserve the right to cancel any appointment and charge a cancellation charge of £99.00 + VAT.
If during the service visit, we are unable to carry out a repair because we are unable to isolate the equipment, or it is installed in an area where our service engineers cannot gain access, or it has not been installed in accordance with the installation instructions we reserve the right to charge the call out fee and fuel surcharge + VAT and not carry out the work. Any agreed refund (if applicable) will be made within 28 days of the service visit date.
If the fault is found to be a result of faulty installation, damage or defects, or the equipment has been taken apart, repaired, or modified by any person not being authorised by Tramp Tech Ltd we reserve the right to report on the fault and quote for additional repair or removal to repair.
If we are unable to complete the repair or service on your equipment, and it is deemed beyond economical repair, the full quoted fee will be due. In the event that one of our service engineers confirms that the equipment is beyond economical repair our Customer Care team may be able to assist you with a resolution. We reserve the right to retain any paid amount levied for our services.
Both verbal and physical abuse to our colleagues will not be tolerated and we reserve the right to leave, not carry out the work and not offer any refund. Our service engineers are entitled to work in a safe and smoke free environment; please ensure that the service engineer is not exposed to active smoking whilst they are within the property.
Repair Guarantee
We guarantee all replaced parts for three (3) months from the date of the paid repair visit. Where possible, we will free of charge, re-perform any service should the same part fail within 3 months following the original paid visit date. In order to claim under this guarantee, please keep your invoice as proof of purchase and provide the invoice number to the Customer Care team. You will need to present the invoice to the field service engineer at the start of their re-visit.
Please note that failure to allow access within this time limit will result in the guarantee on the repair to be void. The fault will not be deemed to be reported until we have booked a date for the re-inspection of the equipment / part. The re-visit date must be arranged for within the three (3) month period covered by the guarantee. If our field service engineer arrives at your property during the appointment time and cannot gain access, we reserve the right to charge the call out fee and fuel surcharge + VAT.
Parts replaced free of charge during this 3-month period, do not come with a further 3-month guarantee.
These guarantees do not affect your statutory rights in relation to the quality and description of materials and services. You can contact your local trading standards or Citizens Advice Bureau if you need more information about your statutory rights.
Not covered under the terms of our appliance servicing agreement.
Where a service visit has been booked under the terms of our equipment servicing agreement and the causes are not covered as below and a repair is carried out then a full-service charge at our fixed repair rate to that equipment will be made. This list is not exhaustive.
The equipment has not been installed, set up or commissioned in accordance with the manufacturer’s installation instructions.
Where our field service engineers have been asked to put right work undertaken previously by a third party.
Damage or performance issues arising from incorrect installation.
Callout charges where no fault is found.
Failed appointments as a result of no one being at the property and/or property being inaccessible.
Equipment is not safely accessible.
Damage resulting from transportation, improper use, neglect, or interference or as a result of improper installation.
Cosmetic damage caused by chemical, electrochemical, environmental conditions, unsuitable operating conditions, or poor maintenance.
Accidental damage, this includes but not limited to, damage which occurs as a result of an external action.
Consequential losses either direct or indirect.
Any remedial work required to the property or installation.
Where the user fails to meet any requirements or instructions contained within the user instruction book/ handbook.
Where any equipment deemed domestic is being used in a non-domestic environment.
Please note that we will not accept or reimburse any costs associated with any third party carrying out work on the equipment without our prior consent or pay any compensation or consequential losses (e.g. loss of earnings, business losses, stress and inconvenience) arising from the equipment failing, including repair delays caused by factors outside our reasonable control.
If your product came with a manufacturer’s guarantee it means that your repair costs may be covered. If your appliance is under guarantee, you are required to have your proof of purchase and proof of registration. Full terms and conditions can be found at the manufacture’s website or hand book. By agreeing to these terms and conditions you are also agreeing to our terms and conditions.
Spare parts
In the rare event of a part being temporarily unavailable our Customer Care team will contact you in order to agree an alternative date or contact schedule.
Our customer care team will do everything possible to complete a successful repair, in the event that one of our service engineers confirms that the part required is obsolete our Customer Care team may be able to assist you with a resolution. We reserve the right to retain any paid amount levied for our services. We do not reimburse any price difference if the same part can be found cheaper online. TT will never indicate in any way that the price you pay is the cheapest available, so we do not offer a Price Match on spare parts.
Self-Sourced Parts – If the customer chooses to buy their own parts from another supplier that were available from TT as quoted, you will need to notify us that you are sourcing your own parts. In instances where a customer supplies their own parts that have not been purchased from TT, TT will charge £99+VAT labour to fit parts. All payments for part fit visits must be made at the point of booking.
Self-Fitted Parts (parts fitted by customers) – Our service engineers are fully trained on the repair of your equipment and spare parts that we supply come from either Manufacturers directly or Authorised 3rd Party Distributors meaning that we can guarantee the source and quality of that spare part and the fitting methods and testing we use to fit any parts.
Out of Stock Parts – In instances where parts are out of stock with our suppliers so they have been specially ordered, there may be a long delay for these parts. If your repair is affected by parts that are out of stock, you will be advised of the possible delay and given a maximum lead time before agreeing to the continuation of the repair prior to TT ordering the spare parts needed. All spare part orders need to be paid for prior to TT placing the part order unless agreed in writing. Special Order parts are non-cancelable and non-refundable unless the lead time given to you passes. If any spare part exceeds the lead time and you wish to cancel the order, TT will refund in full the cost of the spare part/s when a request has been made. We do not refund any Service Charge paid in this instance.
In instances where parts are out of stock and therefore, we cannot guarantee to supply the parts within 28 days, you may source and purchase your own. If you purchase your own parts, we will re-attend at a later date to fit the parts at no extra cost to yourself. It is your responsibility to correctly identify the model of the piece of equipment to the independent parts supplier in order to obtain the correct part/s. We take no responsibility for any parts obtained by customers independently therefore if any part is incorrect or does not fit, the customer may be required to pay a Callout Charge subject to the call out zone for the Engineers visit.
In the event where a customer decides to decline our spare part quote to purchase their own part independently and fit that part themselves to complete a repair to then find that it has not worked or there are further issues, TT will no longer proceed with any repair free of charge or as included in the initial Service Charge as we did not supply that part nor did we fit it. TT may offer to re-attend to inspect the fitting or part itself however there will be a further Service Charge of £99+VAT payable.
Structural Repair
Should the engineer discover structural faults for example cracked welds or steel work requiring welding and cutting, the equipment will be removed from use and reported for a quote. All hot works permits, risk assessments and methods statements will be required prior to work being carried out. When a return visit needs to be agreed this will be charged as per the zonal call out charge and the quote.
Overhead Inspections
Where an overhead visit requires work at heights the appropriate risk assessments, method statements and service statements for equipment must be in place. Should the equipment be supplied by TT an appropriate access point must be provided which is free from obstruction and members of the public. If the equipment has been provided by the client, the safety sheet and service document must be provided.
General
The service engineer is not responsible, deemed responsible or expected to remove equipment from storage areas, hallways, containers or any other area. The equipment should be accessible and in an area that gives free access around the item. Neither is it the responsibility to pack the equipment away either. This being said the service engineer will provide reasonable support to moving equipment in order to carry out his work.
Where reasonably possible the service engineer will keep the area clean, tidy and in the manner that he finds the venue or work area. It is the client’s responsibility to check the area to ensure it is safe to use for their purpose and not the responsibility of TT.
All damaged parts removed for disposal will be left on site to be disposed of by the client under the Environmental Protection (Duty Of Care) Regulations 1991.
Notice of your right to cancel
You may cancel the contract within ten (10) working days from the date the contract is formed providing that our service engineer has not already attended at the time of cancellation by notifying us by telephone on 01823 660022 or by email to info@tramptech.co.uk quoting your reference or purchase order number.
Your notice to cancel will have been taken to have been received as soon as you make the call and one of our Customer Care team member has noted the cancellation, or in the case of email from the date it is sent to us. Please note that you will be required to pay for any goods or services we provide to you if you ask us to start work before the end of your cancellation period. If you cancel a booking prior to the cancellation deadline we will look to see if you are eligible for full or partial refund as applicable.
Complaints Procedure
In the unlikely event that you wish to make a complaint about your repair, please email your complaint to info@tramptech.co.uk and ensure to include your TT Job Reference/Purchase Order in your email. All complaints need to be emailed so there is an audit trail of what is being complained about and what the resolution was. Please note that staff at the TT Contact Centre will be unable to help with any complaint over the telephone so as we are rigid in keeping complaints to emails and audit trails in place. Any complaint email will be investigated within 24 Hours of receipt and a TT Representative will contact you to confirm that your complaint has been received and it is being investigated.
Limitation on our Liability
Tramp Tech Ltd will not consider compensation for loss of use of the equipment or consequential losses of any kind. We have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
Personal Data
All personal information supplied by you under these Terms and Conditions will be protected in line with our Privacy Notice. For further information, visit the following link LINK TO GDPR on Website
General
All rights, including copyright and database right, in the TT website and its contents, are owned by or licensed to TT, or otherwise used by TT as permitted by applicable law.
In accessing TT web pages, you agree that you will access the contents solely for your own use or for providing information to your business (permitted use) but not for any public use. You can download and use the service on a single CPU at a time and you can print out a single hard copy of any part of the content on the TT website for the above permitted use. Except for permitted use above, you undertake not to copy, store in any medium (including in any other website), distribute, transmit, re-transmit, broadcast, modify, or show in public any part of the TT website without the prior written permission of TT or in accordance with the Copyright, Designs and Patents Act 1988.
We may transfer our rights and obligations under this agreement to another organisation, and we will always notify you in writing if this happens, but this will not affect your rights or our obligations under this agreement.
If any of these Terms and Conditions are found illegal or unenforceable such term shall, insofar as it is severable from the remaining terms, be deemed omitted from these terms and shall in no way affect the legality, validity or enforceability of the remaining terms which shall continue in full force and effect.
No failure or delay by us or you to exercise any right or remedy provided under these Terms and Conditions or by law shall constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict the further exercise of that or any other right or remedy. No single or partial exercise of such right or remedy shall prevent or restrict the further exercise of that or any other right or remedy.
You acknowledge that you have placed no reliance on any representation made but not set out expressly in these Terms and Conditions.
These Terms and Conditions shall be subject to the laws of England and Wales and the parties shall submit to the exclusive jurisdiction of the English courts.
Where the service is to be performed in Scotland, this contract shall be constructed in accordance with the laws of Scotland, and both parties agree to submit to the non-executive jurisdiction of the courts of Scotland.
Please note that we amend these terms from time to time. Please check these terms before ordering to ensure you understand the terms which will apply at that time.
The guarantees set out above do not affect your statutory rights as a consumer. If you are unhappy with any aspect of our service, please contact our Customer Care team to discuss further.