Frequently Asked Questions

If you cannot find an answer to your question, why not contact us and ask?

Q. How are your charges calculated?

A. We like to keep things simple. You will be charged a callout fee which is dependant on your location, plus £35 per hour billed per half hour. There are no extras added such as congestion charge, parking, tolls etc etc.

Q. What about parts?

A. Should the repair require parts or consumables our engineer will discuss any extra cost before proceeding with the repair.

Q. What if you don't have the parts?

A. Whilst we do carry a comprehensive van stock it is impossible to carry everything. Should we need to order parts and return another day you will not be charged a second callout fee - financially it is in our interests as well to fix on first visit.

Q. What if my machine is un-repairable?

A. Nearly everything is repairable - it is more likely that the repair costs and the general condition of the machine may make repair uneconomical. In this situation the engineer will demonstrate the issue and explain.

Q. Is an engineers report available?

A. Yes. A detailed report is provided for every visit.

Q. I need a repair carried out urgently?

A. We aim to attend all calls within 48 hours but often achieve 24 hours however also understand that a more urgent attendance may be needed so can offer out of hours or weekend calls on request.

Q. What if you discover a safety issue?

A. If our engineer discovers an issue that makes a machine a risk to you, your staff or property he will disconnect it from the mains, remove the plug if relevant, and label it clearly as unsafe. A site manager will be informed.

Q. Will I have to pay the engineer?

A. Yes, unless a prior arrangement has been made with the office. A Vat receipt will be provided within a few days of completion.

Q. Are you insured to work in our premises?

A. Yes, we have a full contractors/tradesmans insurance policy with liability to £5m

Q. Do you hold any industry recognised accreditaion

A. Yes, we are Safe Contractor audited yearly, members of the Catering Equipment Distribitors Association and part of Kent Trading Standards 'Buy with confidence' scheme.

Q. Is there anything else?

A. No doubt, but we are here to help - just ask.