Terms & Conditions

Vacuum Doctor Terms and Conditions for Services

1. About Our Services

These terms relate to the Services provided by the Vacuum Doctor to You. You accept these terms by (i) dropping off Your Appliance to Our workshop; (ii) permitting us to attend Your address to perform the Services in Your home or on Your premises; or (iii) sending Your appliance to us via a courier.

1.1. Why You should read these terms

Please read these terms and conditions carefully because they explain Your and Our rights and obligations in relation to the Services.

2. About Us and how to contact Us

2.1. Who We are

We are Vacuum Doctor, a sole tradership based in England and Wales with premises at 132 Tongham Road, Aldershot, GU12 4AT.

2.2. How to contact Us

You can contact Us using the contact details listed on our contact page.

Our usual office hours are 9am to 5.30pm Monday to Friday and 10am to 2pm Saturday. We are not open on UK public holidays.

2.3. How We may contact You

If We need to contact You about Your Appliance or the Services, We will do so by telephone or by writing to You at the email address or postal address You provided to Us either over the phone or as recorded in Your worksheet.

2.4 Writing includes emails

When We use the words “writing” or “written” in these terms, this also includes emails unless We expressly state otherwise.

3. Definitions used in these terms

Appliance: any item or property (including vacuum cleaners or other Small Appliances) of Yours in respect of which We will be providing a Service.

Appliance Service: the servicing of Your Appliance to maintain its condition and performance.
Consumable Parts: any belts, filters, or seals.

Damage: any physical damage (or other damage) caused by accidental breakage or improper use of the Appliance.

Fault: any failure of the Consumable Parts, Parts, or electrical elements of your Appliance.

Fee: the amount payable by You to Us: (i) as quoted in advance for the inspection fee; (ii) as agreed in advance with regard to any subsequent Services; (iii) as the sale price listed for any Refurbished Appliances.

Inspection: the diagnosis of the fault or problem, assessment of any Damage, and the determination of whether or not the requested Services are Viable.

Onsite Service: an Appliance Service or Repair performed at Your address or premises.

Parts: any replacement parts required to Repair Your Appliance including but not limited to accessories, batteries, brushes, cables, casing, motors, switches, triggers, wiring, but excluding Consumable Parts.

Repair: any electrical repair and/or the replacement of parts for Your Appliance.

Refurbished Appliance: a second-hand or preowned appliance which has been professionally serviced by us to a reasonable standard and condition.

Telephone Consultation: a 15 minute telephone consultation with one of Our experienced Technician to provide guidance to You on how to troubleshoot or perform straightforward repairs or part replacements to Your Appliance.

Terms: these Vacuum Doctor terms and conditions.

Service and Services: We may refer to an Appliance Service, Appliance Repair, or Refurbished Appliance as a Service or collectively as the Services in clauses which are not specific to each individual type of service We offer.

Viable: Services will only be considered viable where they are cost-effective, ethical to proceed with, practicable, and where parts for Your Appliance are still available from manufacturers or second hand.

We, Us, Our: the Vacuum Doctor, the provider of Your Service(s).

Working Day: Monday to Friday 9am to 5:30pm and Saturday 9am to 12pm, excluding Bank Holidays and any vacation periods which We may notify to You from time to time.

You and Your: the individual or company purchasing Services from Us.

4. Our Services

4.1. Requests for Services and free quotation.

We accept requests for Services by phone, by email, or as walk-ins to Our workshop at the address given above. At the time of request, We will ask You to provide details about the Appliance, and a description of the Damage, fault, or problem You are experiencing.

If We are able to determine the cause of the Damage or fault with an eyes-on assessment based upon Your description, We will provide a free of charge quotation. If We are unable to provide an eyes-on quotation, for example, because We need to disassemble the Appliance to determine the cause of the fault, an Inspection will be required.

We may reject a request for Services upfront where We are able to determine from the information provided and/or from an eyes on inspection that the Repair is not Viable.

4.2. Inspection

In some cases, We will not be able to diagnose the fault, determine whether repairs are viable, or provide a quotation for Repairs for any Damage without inspecting the machine to determine both the cause of the issue and the Parts and work required to Repair it. We will provide You with the inspection fee upfront. This fee covers Our time and expertise in diagnosing the fault, sourcing parts, and scoping the Repairs.

If the Repairs are determined to be Viable, We will provide a quotation for the Services required to Repair the fault, Repair the Damage, or for the servicing of Your machine. If You accept this quotation and We proceed with the required Services, the inspection Fee will be applied towards the cost of the Services.

If the repairs are not viable, or You choose not to accept Our quotation to proceed with the required Services, the inspection Fee will remain payable.

4.3 Appliance Servicing

All Appliance Servicing includes as standard:

• Diagnosis of the described fault (where no Inspection was required);
• Appliance health check, to identify any other Faults or Damage;
• Replacement of any worn-out Consumable Parts;
• Labor;
• Testing of the Appliance to ensure that the Appliance Servicing has been conducted to a high standard;
• Electrical Safety Testing to ensure the safety of the Appliance;
• Cleaning of the appliance.

Appliance Servicing does not include:

• Repairs for any Faults or Damages which You have not identified when You requested the Services, unless we agree otherwise with you;
• Repairs for any Faults or Damages which We diagnose and that You instruct us not to repair;
• Any replacement Parts which are not agreed between Us as described below;

To the extent that Your Appliance has a fault or Damage which requires us to replace any Parts, We will agree with You which Parts We will replace, and whether the replacement parts used shall be new or secondhand. The Appliance Service shall then also include only the Parts which We have agreed to replace (and associated labor) during that Appliance Service.

4.3. Onsite Service

Where You opt for us to visit Your address or premises to inspect the Appliance and/or provide Appliance Servicing, a call-out fee will apply to cover Our time and costs in travelling to You.

One of Our experienced technicians will attend Your address or premises on an agreed date. We will use best efforts to attend Your address on the agreed date, but occasionally the agreed date will need to be changed in which case We will contact You and agree a new date. We will contact You on the morning of the agreed date with an indication of the time that We will attend to perform the Services, though please be aware that this time may change depending on conditions such as traffic, and the length of any jobs completed previously to Yours on that date. We will keep You up to date on the day so You know when to expect us.

When Our technician arrives, they will visually inspect the Appliance and ask for a brief description of the Fault or problem You are having with the Appliance. If they are able to diagnose the Fault from this information they will provide a quotation then. If they have not been able to diagnose the Fault from the description and an eyes-on examination, they will Inspect the Appliance to diagnose the Fault and the quotation will be provided following this. If You choose not to accept the quotation and proceed with the repairs, the call-out fee will remain payable.

There are certain limits to the Services We are able to perform at Your address or on Your premises. As for workshop Repairs, We will only be able to proceed with repairs that We consider Viable. We are able to provide standard Appliance Servicing at Your address or premises and certain Parts replacements, but if complex repairs which require Us to strip down the Appliance or do more complex electrical work are required, We may need to take Your Appliance back to the workshop to complete the Repairs. Please note that if We attend Your address or premises and it is determined that the Services are not Viable, or that the Appliance needs to be Repaired in Our workshop, the call-out Fee shall remain payable.

If We take Your appliance back to Our workshop, once the repairs are completed, We will contact You to arrange collection or delivery of Your appliance. If You choose for us to return the Appliance to You a delivery Fee shall apply.

4.4. Postal Services

For Small Appliances, We offer a postal service where We can provide a postage link, allowing You to arrange for a courier to collect Your Small Appliance and deliver it to Our workshop where We can provide Inspection and/or Appliance Servicing, before returning the Small Appliance to You via courier. An inspection Fee shall apply for all Small Appliances sent to our workshop via the Postal Service.

Please be aware that Your use of the courier service is at Your own risk, and We are not able to accept any liability for Your Small Appliance before We have accepted delivery from the courier. To limit any risk of Damage or loss, We advise that You:

• safely packaging Your appliance in its original packaging where possible;
• where it is not possible to use the original packaging ensure that suitable packing materials (e.g. bubble wrap and an appropriate sized box) are used to protect the Small Appliance;
• use a strong cardboard box as the outermost packaging, sealed with packing table both along the center where the box closes and along the outer edges;
• consider purchasing extended insurance cover if the standard insurance offered by the courier does not cover the value of Your Small Appliance.

Once We have received Your appliance, We will conduct an Inspection and contact You with a quotation for the Appliance Servicing or Repairs. If You choose to proceed with the Appliance Servicing or Repairs, We will perform the Services and contact You on the date on which the Services are completed to make arrangements for the return or collection of the Small Appliance.

If You choose not to proceed with the repairs, at Your choice We will either return the Small Appliance to You via courier or arrange for disposal of the Small Appliance.

Where You opt for us to return the Small Appliance via courier, We offer a fixed price returns package, which includes insurance to cover the value of Your Appliance in the condition in which We received it. Alternatively at Your option You may arrange Your own courier collection from Our address, or to collect your Small Appliance in person.

4.5. Refurbished Appliances

From time to time We may offer for sale Refurbished Appliances. All Refurbished Appliances:

• Are second hand, so will come with some wear and tear (including scratches and dents) and we will make reasonable efforts to identify any significant wear and tear before you purchase;
• Are sold “as-is” and by making payment You accept the Refurbished Appliance in the condition as seen;
• Will receive an Appliance Service, including new Consumable Parts, electrical safety testing, and a clean as standard;
• Can be returned for a full refund or exchanged for a different Refurbished Appliance during a cooling-off period of fourteen (14) days from the date of purchase;

All Refurbished Appliances come with a 6 month warranty period, during We will repair any Faults which occur at no additional cost. To request a repair under this warranty, please contact us using the details on our contact page with a description of the fault. We will require a copy of Your receipt as proof of purchase.

Please be aware that Our Refurbished Appliance warranty does not include:

• Any replacement Consumable Parts except to the extent that they need to be replaced due to Our instillation of them and not because they require replacing due to normal Wear and tear or heavy usage;
• Any Faults or Damages caused by normal Wear and tear following collection, such as blockages
• Any Faults or Damages caused by improper use of the Appliance following us providing the Services.

4.6. Collection of Your Appliance

If We provide Appliance Servicing or repairs to Your Appliance at Our Workshop, We will contact You when the Services are completed, and the Appliance is ready for collection. If the Services are not Viable, We will inform You that You can collect Your Appliance or provide You the option for us to dispose of the Appliance.

Please be aware that We are only able to hold Your appliance for a period of thirty (30) days following the date on which We inform You that the Appliance is ready for collection.

If You do not arrange to collect Your Appliance, or do not respond to Our attempts to inform You that the appliance is ready for collection, We will continue attempt to contact You during that thirty (30) day period. If the Appliance has not been collected by the end of the thirty (30) days, We will consider the Appliance to have been abandoned. Any abandoned Appliances will be disposed of, used for spare parts, or sold.

4.7. Warranty

This warranty applies to the Services, and does not apply to Refurbished Appliances.

For battery and motor replacements, We offer a warranty period of 6 months from the date on which You collect Your Appliance.

For all other repairs and services, We offer a warranty period of 3 months from the date on which You collect Your Appliance.

During the above warranty periods We will repair any errors caused by Our workmanship or by a failure of the replacement Consumable Parts or Parts at no additional cost. To request a repair under this warranty, please contact us using the details on our contact page with a description of the fault. We will require a copy of Your receipt as proof of purchase.

Please be aware that Our warranty does not include:

• Any Faults or Damages not caused by Our workmanship or a failure of the Consumable Parts or Parts which We have provided and used in the Appliance Servicing or repairs;
• Any Faults or Damages caused by normal Wear and tear following collection, such as blockages;
• Any Faults or Damages caused by improper use of the Appliance following us providing the Services;
• Any Faults or Damages which We diagnosed and that You instructed us not to repair;
• Any coincidental Faults or Damages which occurred after You collected Your Appliance, but that Were not related to the fault or Damage that We repaired.

Our only liability to You in relation to any errors in workmanship or failures of the Consumable Parts or Parts is for Us to provide a repair as described in this Section 4.6. You will not be entitled to monetary compensation.

We exclude any other warranties, whether express or implied by law.

5. Payment

Inspection Fees shall be payable upfront, at the time that Your Appliance is dropped off at Our workshop.

Call-out Fees and Fees relating to all other Services shall be payable when We have completed the Services, and/or You collect Your Appliance from us.

We accept payment in the following forms:

• Cash;
• Debit or credit card;
• Secure payment link sent by us to You.

Payment must be made for Us to return Your appliance to You. If payment is not made and We are forced to retain Your appliance, Section 4.5 above will apply.

6. Cancelling the Contract

6.1. Our right to terminate the Services

We may terminate the Services in the following circumstances:

• If You do not comply with any of Your obligations in these Terms;
• If the condition of the appliance is too poor for Us to be able to provide the Services;
• If We attend to provide a Call-out Service and You are not at the address or premises and/or the Appliance is not accessible for us to provide the Service;
• If We become aware that You are not able to make payment of the Fees;
• If You, or someone speaking to Us on behalf of You is threatening or abusive towards Our staff;
• If We begin work on the Appliance Servicing or repairs and it becomes clear for an unforeseen reason that the services are not Viable;
• If an event that its outside of Our reasonable control (which may include as an indication acts of god, natural disasters, pandemics or epidemics, wars, strikes or industrial action) prevents us from being able to source Parts or provide the Services.

6.2. Your right to terminate the Services

You may terminate the Servies in the following circumstances:

• If We do not comply with any material obligations in these Terms, and if Our non-compliance is capable of being rectified, We fail to rectify it within fifteen (15) days;
• If We are unable to perform the Services for any reason other than the Services being determined as not being Viable;
• If We are declared bankrupt or insolvent, or bankruptcy or insolvency proceedings are started in relation to Us;
• If an event that its outside of Our reasonable control (which may include as an indication acts of god, natural disasters, pandemics or epidemics, wars, strikes or industrial action) prevents us from being able to source parts or provide the services for a period of more than thirty (30) days.

6.3 What happens upon termination of the Services

If the Services are terminated We will stop performing the Appliance Servicing or repairs and prepare the Appliance for collection or delivery by reassembling it. We will contact You to arrange collection or delivery of the Appliance. If You do not wish to take the Appliance back, You will be given the option for us to dispose of it. If the Appliance is not collected within thirty (30) days, Section 4.5 of these Terms will apply.

Except where the Services have been terminated due to Our failure to comply with Our material obligations in these Terms or Our inability to perform the Services for any reason than the Services being determined as not being Viable, You shall be responsible for payment for the part of the Services provided up and until the date that the Services are terminated as Well as for the cost of any Consumable Parts or Parts We had ordered to be used in the Services.

7. Your personal data

You will be asked to provide certain personal data to us when You make a Service request. This personal data will only be used by us in accordance with Our privacy policy on our privacy page.

8. Liability

In no event will the Vacuum Doctor’s liability to You exceed the value of Your Appliance in the condition in which We received it.

9. Other important terms

9.1. Entire Agreement

These Terms are the entire agreement between You and Us. No other Terms, quotations, proposals, or previous terms or agreements, or amendments to these Terms shall apply to the Services, unless We agree this with You in a signed written agreement.

9.2. Third Party Rights

This contract is between You and Us. No person other than You and Us shall have any rights to enforce any of its terms. Neither of Us will need to get the agreement of any other person in order to end the contract or make any changes to these terms

9.3. Severance

If a court finds part of these Terms illegal, the rest of these Terms will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

9.4. Waiver

Even if We delay in enforcing this contract, We can still enforce it later at any time. If We do not insist immediately that You do anything You are required to do under these terms, or if We delay in taking steps against You in respect of Your breach of this contract, that will not mean that You do not have to do those things and it will not prevent Us taking steps against You at a later date.

9.5. Governing law and Jurisdiction

This contract is governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with this contract or its subject matter or formation.