Terms and Conditions

1. Introduction

These Terms and Conditions ("Terms") govern your use of the repair.help website and services (the "Service") operated by Ransom Spares.co.uk Ltd ("we", "us", or "our"), a company registered in England and Wales with its registered office at Unit 3 Flushing Meadow, Yeovil, BA21 5DL.

By accessing or using our Service, you agree to be bound by these Terms. If you disagree with any part of these terms, you may not access the Service.

2. Service Description

repair.help operates as a booking platform that connects customers with professional appliance repair services. We partner with Pacifica Group Ltd ("Pacifica"), who fulfill all repair services booked through our platform.

Our services include:

• Online booking system for appliance repairs
• AI-powered diagnostic tool (DiagnoSys)
• Spare parts search functionality
• Warranty protection plans
• Embeddable booking widget for third-party websites

3. Repair Service Provider

Important Notice: All repair services booked through repair.help are performed by Pacifica Group Ltd, registered in England and Wales under company number 05288361, with its registered office at The Venter Building, 3 Mandarin Way, Rainton Business Park, Houghton Le Spring, Tyne and Wear DH4 5RA.

By booking a repair through our Service, you acknowledge and accept that:

• Pacifica will be the party performing the repair services
• Pacifica's terms and conditions also apply to the repair services
• repair.help acts as an intermediary facilitating the booking

4. Booking and Pricing

4.1 Service Options and Pricing

Our standard service charges include:

• Same-day service: From £159 (bookings made before midday)
• Next-day service: From £149
• Standard service (2-3 working days): From £139

Prices may vary based on appliance type and brand. All prices include VAT where applicable.

4.2 What's Included

The service charge includes:

• Engineer call-out
• Diagnosis of the fault
• Labour for the repair
• Parts required for the repair (subject to exclusions)

4.3 Payment

Payment is processed securely through Stripe at the time of booking. We accept all major credit and debit cards. By providing payment information, you authorise us to charge the specified amount for the service.

5. Service Exclusions

The fixed repair price does NOT include the following parts:

• Tubs, Drums and Bearings
• Compressors / Regas
• Hob Glass
• Induction units

Additional exclusions:

• This service is for domestic appliances only (not commercial or industrial)
• If two engineers are required due to accessibility issues, an additional charge of £89.99 applies
• We are not responsible for repositioning appliances after repair

6. Service Delivery

Pacifica aims to schedule appointments within the timeframe selected at booking. However, during busy periods, engineer availability issues, or in some rural locations, these targets may not always be achievable.

If parts are not available on the initial visit, the engineer will order them and arrange a follow-up appointment. If the repair cannot continue due to part unavailability, a refund will be made of the service charge paid less £89.99.

7. Repair Guarantee

All repairs carried out by Pacifica are covered by a 60-day parts and labour guarantee. This covers any faults related to the original repair. New, unrelated faults are not covered and will incur a new service charge.

This guarantee does not affect your statutory rights under the Consumer Rights Act 2015 or any other applicable laws.

8. Kitchen Appliance Insurance (Optional Warranty)

repair.help offers optional Kitchen Appliance Insurance arranged by Pacifica Warranty and underwritten by Collinson Insurance (a trading name of Astrenska Insurance Limited).

8.1 Warranty Coverage

The warranty covers:

• Mechanical or electrical breakdown after manufacturer's warranty expires
• Accidental damage that stops your appliance from working properly
• Cost of parts, labour, and call-out charges
• Replacement appliance of similar specification if repair is not possible
• Collection and return if repair is needed away from home

8.2 Eligibility and Restrictions

• Appliances must be less than 7 years old when policy starts
• Cover ends when appliance reaches 10 years old
• 28-day waiting period for new policies
• £99 excess for claims in first 90 days (additional to chosen excess)
• Monthly premium payment required via Direct Debit
• Domestic use only - commercial appliances not covered

8.3 Key Exclusions

The warranty does NOT cover:

• Pre-existing faults or damage
• Cosmetic damage (scratches, dents, rust)
• Theft or loss of appliance
• Installation or disposal costs
• Consumable items (fuses, batteries, filters)
• Faults covered by manufacturer's warranty
• Damage from misuse or not following manufacturer instructions
• Normal wear and tear

8.4 Making a Warranty Claim

To make a claim under the warranty:

8.5 Cancellation Rights

• 14-day cooling-off period with full refund if no claims made
• After 14 days: cancel anytime, no refund of past premiums
• Insurer may cancel with 14 days notice for valid reasons

8.6 Important Information

Full warranty terms and conditions are provided separately when you purchase the warranty. The warranty is regulated by the Financial Conduct Authority and covered by the Financial Services Compensation Scheme. Complaints can be escalated to the Financial Ombudsman Service.

9. User Responsibilities

When using our Service, you agree to:

• Provide accurate and complete information about your appliance and the fault
• Ensure safe access to the appliance for the engineer
• Be present (or have an authorised adult present) during the repair visit
• Make the appliance accessible for repair
• Inform us of any health and safety risks at the property

10. Cancellation and Refunds

You may cancel your booking up to 24 hours before the scheduled appointment for a full refund. Cancellations made less than 24 hours before the appointment may incur a cancellation fee.

If we or Pacifica need to cancel your appointment, you will receive a full refund.

11. Limitation of Liability

To the maximum extent permitted by law, repair.help shall not be liable for any indirect, incidental, special, consequential, or punitive damages resulting from your use of the Service.

Our total liability to you for any claim arising out of or relating to these Terms or the Service shall not exceed the amount paid by you for the specific service giving rise to the claim.

12. Widget Usage Terms

If you embed our booking widget on your website:

• You must not modify or alter the widget code
• You must not misrepresent your relationship with repair.help
• You are responsible for your website's compliance with applicable laws
• We may suspend widget access if these terms are violated

13. Intellectual Property

The Service and its original content, features, and functionality are owned by Ransom Spares Ltd and are protected by international copyright, trademark, patent, trade secret, and other intellectual property laws.

14. Changes to Terms

We reserve the right to modify these Terms at any time. Changes will not affect services that were agreed upon prior to the amended Terms being posted. Your continued use of the Service after changes constitutes acceptance of the new Terms.

15. Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. You agree to submit to the exclusive jurisdiction of the courts of England and Wales.

16. Contact Information

If you have any questions about these Terms, please contact us at: