Call-outs, Servicing & Repairs — Terms and Conditions

These terms apply to enquiries and bookings made through Breeze Mobility Bournemouth Ltd for Mobility Scooters, Powered Wheelchairs, Adjustable Beds and Riser Recliner Chairs.

1. Third-party service providers

Servicing, diagnostics, call-outs and repairs are carried out by an independent third-party service provider.

Before you commit to a booking, we will confirm the provider’s identity and contact details, who you are contracting with, who will receive payment and the terms applicable to your appointment.

Where Breeze Mobility acts solely as an introducer or booking agent for a disclosed provider, your service contract is directly with that provider. The provider is responsible for its engineers, workmanship, supplied parts and any loss or damage for which it is legally responsible. Breeze Mobility does not accept responsibility for that independent provider’s work where the law permits this exclusion.

This does not exclude responsibility for Breeze Mobility’s own acts, omissions or obligations. Where your service contract is with Breeze Mobility, using a third-party engineer does not remove our responsibilities to you.

2. Bookings and service availability

Appointments are subject to postcode, service area, engineer availability and suitability of the equipment.

Please provide the equipment’s make and model, details of the fault, your address and any relevant access requirements. Photographs, serial numbers and fault codes may help the provider prepare for the visit.

An enquiry does not constitute a confirmed booking. The appointment, agreed charges and applicable terms will be confirmed before attendance.

3. Call-out fees and labour

The advertised call-out fee is £129, including the first 15 minutes of labour, subject to postcode and area. Any variation will be explained before booking.

Additional repair labour is £75 per hour, charged pro rata. The calculation and any anticipated additional work will be explained before you authorise it.

A service price does not automatically include a home call-out. Your booking confirmation will state whether a call-out charge applies in addition to the service price.

The total payable, including any applicable VAT, will be confirmed before you commit.

4. Diagnostics and unsuccessful repairs

A call-out provides attendance and assessment; it does not guarantee that a repair can be completed during the visit.

Where agreed beforehand, the call-out and diagnostic labour remain payable if:

• No fault is found during the inspection.

• The fault is intermittent and cannot be reproduced.

• Replacement parts must be ordered.

• You decline the proposed repair.

• The equipment cannot be repaired safely or economically.

These charges do not apply where doing so would conflict with your statutory rights or an applicable warranty.

5. Parts and additional work

Service prices exclude replacement parts, batteries and additional repairs unless expressly included in your quotation.

Any additional work and its cost must be explained and authorised before proceeding. If further faults are discovered, the provider will seek your approval before exceeding the agreed scope or price.

Repairs depend on the equipment’s condition and the availability of suitable parts. Completion dates will be agreed where possible, and you will be informed of significant delays.

6. Additional call-outs and return visits

A further visit may be required to fit ordered parts, investigate an intermittent fault, complete testing or return equipment following workshop repairs.

A new fault or work outside the original agreement may also require another appointment.

Any additional call-out, travel, parts or labour charges will be explained and agreed before the return visit is booked. If a return visit is included in your quotation, an additional attendance charge will not be added for that visit.

No additional charge will be made for work required to correct a failure to perform the original service with reasonable care and skill, or where the visit is covered by an applicable warranty or statutory remedy.

7. Access and preparation

Please ensure the equipment is accessible and that the engineer has a safe working area. Tell the provider beforehand about stairs, restricted parking, entry arrangements or any assistance needed to access the equipment.

Someone authorised to approve the work should be available during the appointment.

If the engineer cannot gain access or cannot work safely, the appointment may need to be rearranged. Any charge must have been disclosed beforehand, be fair and proportionate, and reflect reasonable losses after allowing for costs saved.

8. Cancellation and rescheduling

Please contact the provider or Breeze Mobility as soon as possible if you need to cancel or rearrange.

Where applicable, consumers booking online, by telephone or away from business premises have a 14-day cancellation period starting when the service contract is made. Cancellation instructions and any required cancellation form will be supplied with the booking confirmation.

If you expressly request work to begin during that period, you may have to pay a proportionate amount for services properly supplied before cancellation, where the legal requirements have been met. You lose the cancellation right once the service is fully performed only if you have given the required consent and acknowledgement.

Different rules may apply to specifically requested urgent repairs. Any exception will be explained before work begins.

Other cancellation or missed-appointment charges must be disclosed before booking and reflect reasonable losses, taking account of costs saved and efforts to reduce those losses.

9. Warranty work

Work covered by an applicable warranty is free within that warranty’s scope and conditions.

Proof of purchase, equipment details and prior approval from the warranty provider may be required. The provider will explain whether the reported fault and any necessary attendance are covered.

If work falls outside warranty cover, you will be informed of the proposed charges before authorising paid work. Warranty terms do not replace or restrict your statutory rights.

10. Service scope and equipment condition

The checks included in your service will be confirmed when booking. Servicing assesses the equipment at the time of inspection and does not guarantee that future faults will not develop.

Any additional repairs or replacement parts recommended following inspection will be quoted separately.

If the engineer identifies a safety concern, they will explain it and advise whether the equipment should remain out of use pending repair.

11. Payment and service contracts

Your booking confirmation will identify who invoices you, accepted payment methods and when payment is due.

Ongoing service contracts are quoted individually. Their duration, included visits, parts cover, call-out arrangements, exclusions, renewal and cancellation terms will be provided before you agree.

12. Complaints and liability

For concerns about an independent provider’s work, contact the provider using the details in your booking confirmation. Breeze Mobility can assist with passing on a complaint. Complaints about Breeze Mobility’s own service should be directed to us.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any liability that cannot lawfully be excluded or limited.

Your statutory consumer rights remain unaffected.