General Terms and Conditions

Effective from: 1 October 2026

Apelson Service is a trading name of Apelson Appliances UK Ltd, registered in England and Wales, company number 08265471. Registered office: Good Hope Close, Normanton Industrial Estate, Normanton, England, WF6 1TR.

These terms apply to every booking and every use of this website. Our In-Home Appliance Repair Terms and Conditions, Garden Power Back to Base Repair Terms and Conditions and Petrol and Combustion Engine Terms and Conditions add the rules for the specific service you choose. If they conflict, the service-specific terms apply to that service.

1. Who We Are

1.1This website is operated by Apelson Appliances UK Ltd, company number 08265471, registered office Good Hope Close, Normanton Industrial Estate, Normanton, England, WF6 1TR ("we", "us"). Contact: repairs@apelson-service.co.uk, open 09:00 to 16:30, Monday to Friday, excluding English bank holidays.

1.2"You" means the person booking the service. You must be 18 or over and resident in the United Kingdom.

2. Scope and Which Terms Apply

2.1We repair the appliance and garden power equipment brands and products listed on our website at the time you book, in the United Kingdom, including Northern Ireland. We do not offer these services outside the UK.

2.2Domestic use only. Our services are for household appliances and equipment. We do not repair items used commercially, for hire or in an industrial setting, unless we have agreed it in writing.

2.3By placing a booking or ticking the acceptance box at checkout you agree to these terms. The terms in force on the day you book apply to that booking. We may change them later, and a change never affects a booking already made.

3. Your Booking

3.1You must give accurate information: your name, address and postcode, a mobile phone number and email address, the brand, model and serial number of the item, and a true description of the fault.

3.2Your booking is confirmed when we send you a confirmation email. Check it straight away. If anything is wrong, tell us before the visit or despatch, because a mistake in your details may lead to a charge under our repair terms.

3.3We may decline a booking, for example if the item is not one we repair or your location is outside our coverage. If we do, we refund anything you have paid.

4. Prices and Payment

4.1Prices are in pounds sterling and include VAT. The price shown at checkout is the price for the service described on that page.

4.2You pay online at booking. We do not charge anything extra without telling you first and, where the extra work needs your approval, without your agreement.

4.3Every charge we may keep or add is listed in the repair terms that apply to you. Nothing in those terms is hidden in a footnote; the key charges are also shown on the booking page before you pay.

5. Your Right to Cancel (Distance Contracts)

5.1Because you book online, you have 14 days from the day after booking to cancel without giving a reason.

5.2If you want us to start the work within those 14 days, you must tell us so when you book, and we will ask you at checkout to confirm that request and to acknowledge that you lose the right to cancel once the service has been fully carried out. If you then cancel, you must pay for what we have already done, worked out pro rata, and we refund the rest.

5.3If the work has been completed within the 14 days at your request, the right to cancel ends once it is done.

5.4To cancel, email repairs@apelson-service.co.uk with your name, booking reference and a clear statement that you want to cancel. Specific cancellation and rearrangement rules, including cut-off times and charges, are in our repair terms.

6. Our Standard of Service

6.1We carry out all work with reasonable care and skill, and use parts that are fit for the job.

6.2We try to meet the times we give you, but dates are estimates unless we confirm otherwise. Delays caused by parts supply, weather or other events outside our control do not make us liable for loss.

7. Guarantee

7.1Every completed repair carries a 90-day parts and labour guarantee. If the same fault returns, a related fault appears, or a part we fitted fails, we return and put it right at no cost, up to two return visits within the 90 days. After that we will talk to you about the options. The engineer decides whether a fault is related and records why, and you can ask us to review that decision.

7.2The guarantee covers the repair we carried out. It does not cover a different fault that is not related to the repair, or faults caused by misuse, accident, liquid, poor installation, unapproved repair by someone else, or wear and tear.

7.3A new, unrelated fault needs a new booking and fee. After diagnosing one fault we cannot promise that no other fault will appear, on the same day or later.

7.4The guarantee belongs to the original customer and the item serviced, identified by its serial number.

8. Our Responsibility to You

8.1We are responsible for loss or damage that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill.

8.2All our engineers carry relevant public liability insurance. Details are available on request.

8.3We are not responsible for loss that was not foreseeable, for loss of profit or business, for any loss caused by a fault that already existed, or for loss caused by you giving us wrong information.

8.4Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.

8.5We are not responsible for the loss of food, drink or other contents of an appliance, or for the cost of storing them elsewhere, caused by the appliance's fault or by waiting for a repair, unless we unreasonably delay the repair or fail to use reasonable care. We will give you advice on keeping food safe when we book the repair. This does not affect our responsibility for damage we cause by failing to use reasonable care and skill.

9. Your Legal Rights

9.1These terms do not affect your statutory rights under the Consumer Rights Act 2015. These include the right to a repeat performance or a price reduction if a service is not carried out with reasonable care and skill.

10. Events Outside Our Control

10.1We are not in breach if we are delayed or prevented by something beyond our reasonable control, such as severe weather, industrial action, supplier shortage or a pandemic. A failure by a courier we choose is not treated as beyond our control. We will tell you and, if the delay is long, let you cancel and refund you for work not done.

11. Personal Information

11.1We use your details only to provide the service, process payment, contact you about your booking and meet legal duties. Our privacy policy explains your rights and how we keep data safe.

11.2Our engineer may photograph the appliance, its surroundings and the state of the work, to record its condition and deal with any claim. We keep these photos for 3 years.

12. Complaints

12.1If something goes wrong, email repairs@apelson-service.co.uk. We will acknowledge within 2 working days and aim to reply fully within 10 working days.

13. General

13.1If any part of these terms is found unenforceable, the rest still applies.

13.2These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland you may also bring a claim in your local courts.

13.3Nobody else has rights to enforce these terms.

13.4A copy of these terms is sent with your booking confirmation. Keep it for reference.

13.5Only a written confirmation from us can change these terms. Anything said to you by phone or in person does not change them unless we confirm it in writing.