Terms & Conditions of Service
Last updated: 10 August 2026
By booking an appointment with Spin Doctor, you agree to the following terms and conditions. These are designed to ensure clarity, safety, and a smooth service for both our customers and our engineers.
1. Your Safety
During a repair, the area around the appliance is a workspace. For the safety of your family and pets, please ensure the area is kept clear to avoid potential trips, slips, or injuries.
2. Service Fees & Payments
- Call-Out/Labour Fee: This is a fixed fee taken at the point of booking to dispatch an engineer to your property. Rates may vary slightly based on location and appliance type.
- Part Charges: Any parts required for the repair are chargeable and payable upon completion of the job or at the time the part is ordered.
- Return Visits: If a repair requires a second visit to fit a part, no further call-out charges will be applied.
3. Prices, Surcharges & Pricing Errors
- How the price is set: the call-out fee is set by the postcode of the job. Miele appliances, range cookers and American fridge freezers carry a £24 surcharge, shown on the booking form before you pay.
- If the price shown was wrong: where the appliance, make or address given differs from what we find, or there is a genuine error on our website, we will contact you before attending. You will be offered the correct price, and if you would rather not proceed we will cancel and refund your payment in full.
- Why photographs matter: the photos you upload are how we confirm the appliance, its make and model, and that it is a domestic machine. Please make sure they show the appliance clearly, along with its rating label. If photos are not supplied, or do not match what we find on arrival, we cannot guarantee the quoted price or a first-time fix.
- Commercial machines: we repair domestic appliances only. As set out in section 5, no refund is given if a commercial machine is booked as a domestic call-out and an engineer attends. Photographs help us catch this before anyone wastes a journey.
4. Cancellation & Refund Policy
- Appointment Cancellations: We offer a full refund for any appointment cancelled before the engineer has started their journey to your property.
- Non-Refundable Fees: Once an engineer has attended the property, the call-out fee is non-refundable. This covers the professional diagnosis and attendance time and applies even in the following circumstances:
- Beyond Economical Repair (BER): The cost of the repair exceeds the value of the machine.
- Obsolete Parts: Parts are no longer manufactured or available.
- Manufacturer Referral: The fault is a known manufacturing defect or requires specialist manufacturer intervention.
- Unrepairable Faults: Any case where a technical diagnosis is provided but a repair cannot be safely or successfully completed.
- Third Party Repair: We reserve the right to refuse a repair where previous repair attempts by the customer or another company have occurred. Such attempts can create hidden faults or safety risks that may not be detectable during our assessment.
5. Site Access & Parking
- Parking Requirements: Please ensure a resident's permit or adequate parking is available.
- Parking Fees: Any Pay & Display fees incurred during the visit will be added to the final invoice.
- Attendance Failures: If our engineer arrives and cannot park, or cannot access the appliance (due to built-in flooring, cabinetry obstructions, or stacked machines), a 50% re-attendance fee will be charged to cover the costs of the aborted visit.
6. Specialist Appliances
- High-End & Heat Pump Models: Heat Pump tumble dryers, Miele, and other high-end appliances require specialist training and incur a slightly higher service fee.
- Commercial Appliances: We do not repair commercial appliances. No refunds will be given if a commercial machine is booked for a domestic call-out and an engineer attends.
- Gas/Electric Combi Cookers: We are not Gas Safe registered. While we can repair most electrical faults on these units, we are limited by regulation. Please provide clear photos/fault descriptions before booking so we can confirm if we can complete the work.
7. Pre-Visit Diagnosis (Photos & Videos)
To help us achieve a "first-time fix," we request photos and/or videos of the appliance and the fault when booking.
- This allows us to diagnose issues early and ensure we have necessary parts.
- If we determine a machine is unrepairable via video before we attend, we may cancel the call and offer a full refund or a quote for a replacement.
8. Property & Appliance Liability
While we take every precaution, Spin Doctor is not liable for unavoidable damage caused by the age or condition of materials (e.g., brittle plastics or moisture-weakened wood). This includes, but is not limited to:
- Cracking of aged laminate countertops or brittle hob glass.
- Minor scuffs to cabinetry or flooring in extremely tight spaces.
- Breakage of kick-strips/plinths or plastic components rendered brittle by heat or age.
- Plumbing leaks occurring on aged valves or hoses after being disturbed for the repair.
- Silicone sealant will be removed to gain access, but not replaced.
Occasionally, a minor fault is a symptom of a deeper terminal issue. We do not take responsibility if a machine’s condition worsens following an attempted repair.
9. Guarantees
- Parts & Labour: We guarantee all parts fitted and the specific fault repaired for 3 months.
- Exclusions: This guarantee is void if the fault reoccurs due to further blockages, misuse, negligence, or pest infestation.
- Food Spoilage: We are not liable for food spoilage resulting from a fridge or freezer failure. We advise not fully restocking a cooling appliance until it has held the correct temperature for 48 hours.
A Note from the Team
Our team of engineers has years of manufacturer-level experience. We pride ourselves on honesty; if we are unsure of a fault or believe a repair is not in your best financial interest, we will tell you.
Finally thank you for using us and hopefully we can give you a great service.
Spin Doctor Team
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