CHCL Care is a fixed-price appliance repair specialist where customers can book repairs for all their household and kitchen appliances. We operate nationwide and our network of service engineers can repair appliances from all leading manufacturers. Since CHCL Care was launched in 2022, we have successfully repaired appliances and we pride ourselves on offering a competitively priced, fast, efficient and reliable repair service. For more information take a look at our website.

• The fixed price appliance repair fee covers you against the cost of the service engineers call out and an evaluation of your product. This onsite visit will determine whether it is repairable.
• We will pay for the cost of labour + parts up to the value of £250.00
• Repair of a single fault
• A Professional Safety Check and Full Testing.
• All repairs come with a 90-day repair guarantee.
• VAT included in the fixed price repair fee.

• If your product fails to pass the evaluation and/or is determined to not be repairable.
• If you give us false or inaccurate information at the point of booking.
• If the parts required to complete your repair exceed the value of £250.00
• If we cannot obtain parts because they have been made obsolete by manufacturers or suppliers.
• The appliance is a commercial appliance or a domestic appliance installed in commercial premises.
• The service engineer cost of parking or any associated cost if the appliance or property is not accessible.

If your product fails to pass the evaluation and/or is determined to be unrepairable or if we cannot continue with repair because of one of the below conditions then your contract will be cancelled and we will give you a full refund of any fixed price fee you have paid, less the call-out / administration charge of £75.00. No other compensation will be paid.

All information you give must be true, factual and not misleading.

We cannot continue with the repair if our assessment or evaluation determines the following:

• The appliance is a commercial appliance or a domestic appliance installed in commercial premises
• The appliance is found to be working and requires no repair.
• The appliance is situated in caravans or on boats.
• The fault requires a replacement glass hob top.
• The fault occurred as a result of misuse, negligence or poor installation.
• The fault occurred as a result of appliances being affected by flood damage or infestation.
• The fault occurred as a result of appliances being not been installed in accordance with the manufacturers' recommendations.
• If you cannot agree a suitable date for a repair to take place and the engineer has attended the property.
• If our approved service engineer cannot gain access to the appliance or property.
• The appliance parts are found to be obsolete or if the repair length exceeds 6 weeks from the first visit and we cannot source spares.
• The appliance is covered by another guarantee or warranty on the product

If our engineer visits and finds that your repair falls into any of the above reasons, or a valid reason that is not listed above, we will cancel the repair and arrange to refund you the fixed price fee paid, less the call out / administration charge of £75.00. In these instances customer service will contact you to notify you of our intent to cancel the repair and process a refund.

CHCL Care has done its best to ensure the accuracy of the material contained in this website but makes no express or implied warranties or representations about any of the content of this website. CHCL Care accepts no responsibility for loss or damage which may arise from reliance on information or advice contained in this website and shall not be liable for any typographical or other errors or emissions within the material contained in this website.

We reserve the right to change these terms and conditions at any time and without notice. Any such changes will take effect when posted on the website and it is your responsibility to read these terms each time you place a booking. By placing a booking you are indicating your acceptance to be bound by the latest terms and conditions. A full copy of the current terms and conditions is available by applying in writing to CHCL Care Customer Services Department, Office 302, Breckland Business Centre, St. Withburga Lane, Dereham, Norfolk, England, NR19 1FD

We will communicate in English and English Law will apply unless we have agreed otherwise with you. Nothing in these terms and conditions will reduce or affect your statutory rights; for further information about your statutory rights contact your local authority, Trading Standards Department or Citizens Advice Bureau.

CHCL Care whose registered office is: Office 302, Breckland Business Centre, St. Withburga Lane, Dereham, Norfolk, England, NR19 8RT.

Copyright Notice © 2023 all copyright and other intellectual property rights in any material contained in this website are owned by CHCL Care.

You are allowed to use this website and the material contained in this website (including any trademarks) as set out below.

You may:

• Access any part of the web site
• Print off one copy of any individual page for your personal use only

You may not:

• Copy (by printing off onto paper, storing on disc or in any other way), distribute (including distributed copies), alter or tamper with in any way or otherwise use any material contained in the web site except as specifically permitted above.
• Copy, distribute or otherwise use any material from the website for any commercial purpose.
• Remove any copyright, trade mark or other intellectual property notices contained in the original material from any material copied or printed off from the website

If you need more information, you can write to us at CHCL Care Customer Services Department, Office 302, Breckland Business Centre, St. Withburga Lane, Dereham, Norfolk, England, NR19 8RT.

You can book your repair online or over the phone. At the point of booking we require you to provide us with accurate appliance and fault information this includes the appliance make, model and serial number and true description of the fault. This information will help us generate an accurate quote and allow the service engineer to obtain parts and diagnose the fault before attendance.

• On completion of your quotation and acceptance of our terms and conditions your credit card will be charged at the agreed fee the next working day.
• You will receive an email or postal booking confirmation and invoice. This will contain your job number and the date the engineer has been booked to visit.
• We do not guarantee first time fix but the more information provided to us at the point of booking will help our service provider diagnose the fault and obtain spare parts.
• Our approved service engineer will call out on the agreed date and carry out the repair to your appliance. If any part(s) are required the service engineer will usually order the part(s) within 1 working day of the call out. If manufacturer spares are not available then we will seek to use CHCL Care approved spare parts in the form of pattern alternatives.
• If the parts required are in stock they will be delivered to the service engineer within 2 working days of the order being placed.
• If the part(s) are not in stock we will arrange to obtain the part(s) from our suppliers and will keep you informed of progress (normally via phone). As soon as the part(s) are available our service engineer will contact you to arrange a new appointment date to complete the repair.
• It should be noted that unfortunately there are a handful of manufacturers whose parts are not easily sourced and in some cases these have to be obtained from abroad which will result in a delay in completing the repair.
• All repairs will require full and easy access to the appliance (e.g. able to be moved from under a work surface without damaging the surrounding facia). If your appliance cannot be easily accessed to facilitate the repair we reserve the right to abort the repair.
• Parking that gives reasonable access to your property must be provided for the service engineer. If the parking is pay and display or permit controlled, it is your responsibility to arrange for the service engineer to park free of charge for the duration of his visit.

If your product fails to pass the evaluation and/or is determined to be unrepairable or if we cannot continue with repair then your contract will be cancelled and we will give you a full refund of any fixed price fee you have paid, less the call-out / administration charge of £75.00. No other compensation will be paid.

The Guarantee period covers the spare parts and labour required to fix the single fault described on the original booking and does not cover / guarantee the appliance itself.

• The fixed price repair is guaranteed to cover the initial fault for 90 days from the date the repair is completed.
• If your appliance fails with the same fault as detailed in your initial repair, we will arrange to send the original service provider back to you at a mutually convenient time at no extra cost. In the event of the fault re-occurring during the guarantee period please call our Customer Services Department on 08081 889 222.
• This guarantee does not cover any subsequent unrelated breakdown / fault(s) to the appliance. If you request an engineer re-visit and an alternative fault is found and you wish to continue with the repair, you will be given the option to purchase an additional repair at the original rate.
• The guarantee becomes invalid if the appliance is not used in accordance with manufacturer guidelines, moved within the property or to a new address.
• The guarantee becomes invalid if the appliance is not used in accordance with service engineer's

If you wish to change or cancel your appointment please call our Customer Services Department on 08081 889 222.

You may change your appointment date at any time up to 16:00 on the day before the original agreed call out date.

You may cancel your appointment date at any time up to 16:00 on the day before the original agreed call out date. In these instances we will give you a full refund of the fixed price repair fee paid.

• If you cancel the fixed price repair at any time after 16:00 on the day before the agreed appointment date we will refund you the original fixed price fee paid less a call out / administration charge of £75.00.
• We reserve the right to cancel the repair if our approved service engineer cannot gain access to the appliance on the agreed appointment date we will refund you the original fixed price fee paid less a call out / administration charge of £75.00.
• If our approved service engineer has to change or cancel your selected appointment date before the first visit and any alternative date offered is unacceptable to you we will give you a full refund of the fixed price repair fee paid.
• If at any point you no longer wish to continue with the repair but our approved service engineer has attended the property then you can cancel at any time and we will refund you the original fixed price fee paid less a call out / administration charge of £75.00.

We store the contract's contents and will send you details of your order as well as our general terms via email. You can find the terms here at all times.

We aim to repair a wide range of kitchen appliances, but the manufacturer, appliance type, model and age will have a major influence on whether we can promptly obtain replacement part(s) and ultimately complete the repair. It should also be noted that once a specific appliance is no longer made the manufacturer will only retain replacement parts for a given period.

If you have a complaint regarding your fixed price repair please email info@chclcare.co.uk quoting your Job Number and giving a brief description of your grievance. We will respond within 2 working days.

Or write to us at CHCL Care Customer Services Department, Office 302, Breckland Business Centre, St. Withburga Lane, Dereham, Norfolk, England, NR19 8RT

Your personal information will be held and used by CHCL Care and selected companies acting on our behalf. We may disclose your information to our service providers / service engineers to undertake the repair to your appliance and to provide us with relative technical information. We may also use your data for training and testing purposes. We may pass your data to any relevant regulator or dispute resolution provider. If you have given us permission, your details may also be used by us to market and promote other complimentary products, services and solutions. We and the third parties (if applicable) may contact you by mail, telephone or email. If you no longer want your data to be used by third parties or by us for marketing purposes and you have not already notified us please write to CHCL Care Customer Services Department, Office 302, Breckland Business Centre, St. Withburga Lane, Dereham, Norfolk, England, NR19 8RT.