Terms & Conditions
1. About us
We are NAC (Domestic Appliances) Limited (trading as NAC) (NAC, we, us, our). We are a company registered in England and Wales under company number 07531907. Our registered office address is at 4 Calder Close, Calder Park, Wakefield, West Yorkshire WF4 3BA.
If you have any questions about this document or any orders you have placed, please contact us by:
- sending an email to firstname.lastname@example.org;
- calling us on 0333 016 9622 (our telephone lines are open Monday to Friday 9:00-17:00).
2. These terms
These terms apply to any order you make on our website or by telephone. Please read these terms carefully before you place any order with us, as they set out important information about your and our rights and obligations. If you call NAC to order a repair, we reasonably assume that you have read and understood these terms.
All of these terms are important. However there are some we particularly want to draw your attention to which are highlighted in bold.
You must be at least 18 years old and a resident of the UK to place an order with us.
We may make changes to these terms at any time. However, the terms which apply to your order will be those in force at the time you submitted your order to us.
Please print out or save a copy of these terms and any emails from us for your records. These terms are only available in English.
3. The NAC repair network
We have a UK-wide network of professional repairers. That network is made up of the following members:
Tier 1 – NAC Employed: These are fully branded engineers that are employed on a full-time basis by NAC as our employees. Where repairs are carried out by NAC Employed engineers, your contract for the supply of the repairs is with us and subject to these terms. That means, NAC will be directly responsible for the administration of all aspects of the repair, including spare parts, payments and providing our Repair Guarantee.
Tier 2 – NAC Direct: These are engineers that are self-employed but commit to an agreed amount of time to NAC per day. NAC Direct engineers are not employed by NAC and do not have employment contracts with us but have committed to working to the same standard as NAC Employed engineers. Where repairs are carried out by NAC Direct engineers, your contract for the supply of the repairs is with us and subject to these terms. That means, NAC will be directly responsible for the administration of all aspects of the repair, including spare parts, payments and providing our Repair Guarantee.
Tier 3 – NAC Service Partners: These are engineers that are self- employed and take work from NAC on an “ad-hoc” basis. That means, NAC Service Partners are not employed by NAC and we have no control over the repair progression or work performed by them. Where repairs are carried out by NAC Service Partners, NAC only act as an introducer to introduce you to the relevant NAC Service Partner. Where repairs are carried out by Service Partners, your contract for the supply of the repairs is with the NAC Service Partner we introduced you to and not us. That means, the NAC Service Partner we introduced you to is directly responsible for the administration of all aspects of the repair, including spare parts, payments and providing any repair guarantee. You should deal with them directly if you have any questions, queries or issues relating to the repair. That NAC Service Partner may have their own terms and conditions which apply to their repairs which you should request from them.
Our use of NAC Service Partners – an introductory service
Depending on your location and appliance type, we will determine whether the repair can be offered, booked and completed by a NAC Employed or NAC Direct engineer or whether we need to introduce you to a NAC Service Partner.
If you are in an area where we do not have a NAC Employed or NAC Direct engineer, we will try to introduce you to a NAC Service Partner who is listed on our network. Each NAC Service Partner pays us a commission to book the repair on their behalf. If you are introduced to a NAC Service Partner, we will provide you with the relevant NAC Service Partner’s details when your repair has been accepted by a NAC Service Partner. We do that so you are fully aware of who will be contacting you to discuss any fault, related charges and to confirm any provisional appointment that has been made.
If you choose to accept a visit offer from a NAC Service Partner that we have introduced, you will deal with them directly throughout the repair process. NAC will never ask for payment in instances where you have been introduced to a NAC Service Partner and in turn, if you have any complaints about the NAC Service Partner that we introduced you to, then those complaints and any claims for reimbursements should be made to the NAC Service Partner directly.
4. Booking a Repair
Booking a repair by telephone: When you initially contact NAC to enquire about a repair, we will we reasonably assume that you have read our terms and conditions, checked that you are in a covered location and your appliance type is one that our network can repair. If you are in one of our covered areas and your appliance type is one that our network in your area can repair, then we will then quote you a Service Charge for an engineer visit. This will vary depending on where you live, what appliance you need repairing and engineer availability in your area. Once the offered Service Charge has been accepted by the you, we will then proceed to take all the required information to book the engineer visit and then allocate the visit to a member of the NAC repair network.
Booking a repair online: When you enter your details on to our online booking form, our system will check the appliance type and location and then display a Service Charge for an engineer visit. If you choose to proceed with the order, you will need to tick the box to confirm you have read and accepted these terms and conditions and our system will then confirm your booking request. Once your online booking has been reviewed and allocated to a network engineer someone will contact you to confirm visit details.
Please note because online booking quotations are issued at the point of enquiry, quotations may change if the engineer originally assigned can no longer attend your repair and we have to reallocate your repair booking to another engineer. In these instances, we will contact you to let you know of any price changes before reallocating your repair to another engineer. If you do not want to proceed with the order following the price change, we will cancel your booking.
Please ensure that all information you provide us with, whether over the telephone or using our online system, is correct. Should the address, appliance, or fault details be incorrect, we reserve the right to charge you for the engineer’s callout Service Charge and / or to not to carry out a repair.
We have the right to reject any order for any reason.
5. Speed of Service Delivery – Initial Visit
NAC aim to offer same day / next day appointments. Same day / next day appointments are classed as callout within 24 / 48 hours from the point of initial booking. During busy times, times when engineers are on annual leave or on sick leave and in some rural locations, it may be that we cannot achieve that target. If NAC cannot offer an appointment within 24 / 48 hours, you can cancel the repair at no charge. If this is the case, you might be asked if you would like to provisionally book just in case you cannot find anyone else to attend sooner.
We will do all that we reasonably can to undertake the repairs at the time(s) and date(s) agreed with you. If there might be a delay before we can start or restart the repairs, we will let you know as soon as reasonably possible. However, we are not liable to you for any losses you incur as a result of any delay caused by circumstances beyond our reasonable control (for example, severe weather, accidents, unpredictable traffic delays or restrictions imposed during pandemics and epidemics).
By arranging an engineer visit, you agree to be present at the agreed time and date. If you are not available for any reason, please contact us as soon as possible. If you are not at home when the engineer visits at the agreed time, we may charge you for the full Service Charge.
We are not liable to you for any losses you incur where the repair services are delayed or cannot be performed because you fail to make the house or location where the appliance is located available to us, or fail to prepare the location as required for us to provide the repairs.
6. Ordering required spare parts
During our visit we will inspect your appliance to try and determine what parts are required. Once we have done so, our target timelines are as follows:
- where parts needed are in stock at our suppliers: we will aim to return to complete your repair within 14 days from the date of payment by you for the part; and
- where parts are out of stock at our suppliers: we will be advised by our suppliers what the delay time is expected to be before we can source the necessary part. We will notify you that this is the case at the point we provide you with a quotation for the required spared part. We will aim to return to complete your repair within 7 days of the date we receive the part.
7. What is included in the Service Charge?
The Service Charge that you pay includes the engineers initial callout and all the time needed on the initial visit to carry out full diagnostic testing resulting in a quotation for spare parts or ideally, a first visit completed repair. Any spare parts that might be required to complete a repair are not included in the Service Charges which we will give you a quote for separately.
The Service Charges do not include any additional work required to gain access to your appliance or any costs associated with making-good or redecorating.
The Service is payable either at the point of booking or directly to the engineer on the first visit to your property. If an engineer attends and diagnoses a fault which then leads to an additional repair and/or spare parts quotation, the Service Charge is payable whether you decide to proceed or not. NAC does not offer free callouts or free estimates.
Please note, if there has been an error on our site regarding the Service Charge, we will try to contact you using the contact details you provided when you placed your order. We will give you the option to re-confirm your order at the correct Service Charge price or to cancel your order. If we are unable to contact you, we will treat the order as cancelled.
We will store the card details you used to pay for the Service Charge on file to pay for any additional charges that may become payable by you. Please see ‘Our Repair Guarantee’, ‘Spare parts quotation’, ‘Obsolete and parts that are no longer available’, ‘Self-fitted parts’ and ‘Out of stock parts’ for details on those additional charges.
8. Our Repair Guarantee
All repairs completed by NAC directly (i.e. where a repair that has been completed by a NAC Employee or NAC Direct engineer and not a NAC Service Partner) come with a 3 month (90 day) labour guarantee and a 12 month guarantee on spare parts if they have been provided and fitted by NAC (our Repair Guarantee). That means during those periods we guarantee to repair or replace any faulty parts we have supplied, or fix any faulty work that we have done. This doesn’t affect your statutory rights under the Consumer Rights Act 2015, if applicable, and any laws that replace it. If you want independent advice about your rights, you can speak to Citizens Advice or Trading Standards.
Any repair guarantees for repairs completed by NAC Service Partners vary depending on the Service Partner. However the minimum term should be 3 months (90 days). You should speak to your designated NAC Service Partner about the repair guarantees they offer.
Please note, whilst we make every effort to give our customers satisfaction, after we diagnose a fault we cannot guarantee that other faults may not develop in the near future or even on the same day. The breakdown of other parts may give rise to symptoms identical to those which were present prior to our repair/service.
Our Repair Guarantee is to ensure that the repair has been completed correctly. Should you need to call on the engineer to return after a repair because you believe that the repair has not been successful, if the fault relates to what the engineer did on the previous visit, the engineer will rectify any issue and there will be no further charge.
If the engineer attends and finds that the re-visit relates to a new fault that has developed or a separate fault that is not related, you may be required to pay a callout charge of £40+VAT (£48 including VAT ). If the engineer attends and finds that the appliance is working to specification, you may also be required to pay a callout charge of £40+VAT (£48 including VAT ). In instances where a further callout charge is payable in these circumstances, NAC may automatically charge that additional amount to the card that was used by to pay for the initial Service Charge.
There are some repairs that are excluded from our Repair Guarantee. These are:
- a repair carried out where a blockage has been removed from the appliance itself or external pipework that affects water drainage;
- a repair to a refrigeration unit where a refrigerant recharge has taken place, such as a re-gas or a compressor replacement. Please see ‘Refrigeration Re-Gassing’ for further details; and
- a repair carried out where we have used spare parts supplied by you (i.e. where we haven’t sourced the required spare parts from our suppliers) .
The following parts are also excluded from our Repair Guarantee:
- door parts, including handles, catches, locks, glass and fixtures;
- door seals / seals of any kind;
- drive belts / pulleys;
- cosmetic parts including knobs, facias, trims and decor surrounds;
- drum lifters / paddles;
- lamps / bulbs / LEDs;
- internal furniture including shelves, door shelves and baskets;
- motor brushes / armatures / stators;
- refrigeration regasses;
- drum bearings, seals and tanks;
Our Repair Guarantee also does not apply where a problem arises as a result of: (a) fair wear and tear, improper use, neglect, accident, or other failure on your part to operate and properly maintain the appliance; (b) any repairs or alterations to the appliance carried out by you or another third party; (c) use of the appliance otherwise than in accordance with the user instructions; or (d) fuses requiring replacement (except where they are damaged due to our negligence).
In order to claim our Repair Guarantee, the repairing engineer must have the opportunity to inspect the appliance and if needed, rectify the issue. Where a third party or independent engineer has attended, we reserve the right to revoke the Repair Guarantee. If we have been at fault, NAC will not reimburse any third party service fees nor refund for any previous repair charges if we have not had the opportunity to inspect the appliance before the intervention of a third party.
9. Refrigeration re-gassing
Our Repair Guarantee does not apply to any repair on a refrigeration product where a system re-gas has been carried out.
As refrigerant is a liquid / gas and not a physical product and most of the pipework that carries refrigerant will be inbuilt in to the product lining which will be inaccessible, it will be impossible for our engineers to fully inspect all the pipework and joints.
In instances where a repair has been allocated to a NAC Employed engineer and where the engineer has identified a necessary re-gas, we follow a strict process. The engineer will in the first instance:
- attach a line tap and evacuate any refrigerant left in the system; and
- then attach a vacuum pump and carry out a full, 20 minute vacuum then a 2 minute leak test.
If the system passes the vacuum test, we reasonably assume that the system should be sound and that a re-gas should be successful. You will then be offered the re-gas and be fully advised by us about the extra cost involved in performing the re-gas and notified that our Repair Guarantee will not apply to the re-gas. You are then free to decide whether to proceed or not. If you decide to proceed, then we will note the job internally and record that you have been made aware our Repair Guarantee will not apply to the re-gas. The Engineer will then carry out the re-gas.
If your system fails the initial vacuum test, we will not offer the re-gas and instead, after testing all visible pipework and joints of leaks, advise you that the appliance is unrepairable.
10. Spare Parts
Spare part identification
In order for us to obtain the correct spare part from our suppliers, we need the full and specific appliance data from a rating plate on the appliance. This information will include the full model number, serial number and where applicable, any factory / product codes. Due to the wide variants of parts for even the same model machines, without this information in full, we may not be able to identify any parts required and therefore will not be able to continue with a repair. In instances where we cannot identify spare parts needed to complete a repair, the Service Charge is non-refundable. NAC will either call you or write to you via email in this instance advising you that we cannot source parts and ask you to contact the manufacturer as the appliance might have been registered for warranty previously so they would have a record of model and serial numbers. They then may be able to give you that data. If this is the case, please contact us with the model details you’ve been given from the manufacturer and we can try to locate the parts required. In circumstances where we still cannot identify parts due to the lack of appliance model data, the Service Charge remains payable and no refund will be made.
Spare parts quotations
As you may still have some limited functionality of your appliance when a spare part might be required to permanently rectify a fault or put the appliance back to a fully working condition, any quotation given for spare parts is valid for 7 days from the date of issue. Once 7 days has passed, NAC will need to re-attend your property to inspect the appliance before ordering any parts. If NAC has to re-attend, NAC will charge a further £40+VAT (£48 including VAT ) callout charge for the inspection. This is because continued use of an appliance that may be waiting on a spare part replacement may cause further issues to the appliance. In instances where a further callout charge is payable in these circumstances, NAC may automatically charge that additional amount to the card that was used by you to pay for the initial Service Charge.
Specifically Ordered Parts
Our network of engineers carry a selection of commonly used spare parts. Given the vast range of parts for all appliance types and makes / models, it is impossible for engineers to carry everything. Therefore there may be instances where parts will need to be specially ordered for you. Specifically Ordered Parts means that NAC does not stock the required part and therefore has to buy it specifically at your request for your repair. If we need Specifically Ordered Parts to undertake the repair, you will be advised of the cost of those Specifically Ordered Parts and an estimated lead time for us to acquire them before we can continue with your repair. All Specifically Ordered Parts need to be paid for prior to NAC placing the part order. Please note, as Specially Ordered Parts are bespoke to you they are non-returnable and non-refundable once they have been paid for by you unless they are faulty in which case we will replace any faulty part free of charge whilst its covered by our Repair Guarantee.
Fix a fault to find a fault
In instances where an engineer determines by means of testing or examining in detail that a part is faulty, all efforts will be made to further investigate the appliance and identify any other faulty part that might be needed. In some instances, an engineer might need to rectify one fault first to then find another fault, especially where PCB’s (Printed Circuit Boards) and other control devices are concerned. We call this fix a fault to find a fault. When a spare part has been identified as faulty and that part is later paid for and replaced, if another fault or part is then identified as faulty after fitting, we will quote you for the additional part in the same way. Please note, a part that has been fitted to your appliance is not returnable and non-refundable unless the part is faulty and / or the engineer has mis-diagnosed the initial faulty part. In the event where fix a fault to find a fault applies, the engineer will reasonably demonstrate to you that the original part was faulty and needed replacing.
Obsolete and parts that are no longer available
If a spare part is listed as obsolete or no longer available by either the appliance manufacturer or our direct authorised suppliers, we will inform you of this and give you an opportunity to source the parts from any independent spare parts distributer or other resources, such as eBay or Amazon, if they happen to have some old stock still available. Should you manage to find the necessary obsolete part, NAC will re-attend at no further cost to fit the parts to your appliance and complete the repair. If we successfully complete a repair where you have sourced your own parts then this repair will be excluded from our Repair Guarantee. If we have advised you that a part is obsolete and you source your own, should that part not fit your appliance, be incorrect or damaged, we may charge a further £40+VAT (£48 including VAT ) callout charge. Where parts are listed as obsolete or no longer available by the manufacturer or our direct authorised suppliers, the Service Charge is non-refundable. In instances where a further callout charge is payable in these circumstances, NAC may automatically charge that additional amount to the card that was used by you to pay for the initial Service Charge.
Spare part prices
Parts that NAC supply and fit are sourced either from appliance manufacturers directly or via our third party suppliers. Our prices are set by our parts department and all parts are quoted for before you agree to purchase the part from us. Once you have accepted the quote and paid for a spare part order, we do not reimburse any price difference if the same part can be found cheaper online. NAC will never indicate in any way that the price you pay is the cheapest available so we do not offer a price match on spare parts.
Self-sourced spare parts
NAC will not fit any spare parts you have sourced yourself except in the instance where we have notified you that the part/s required is obsolete or otherwise no longer available to us from the appliance manufacturer or our third party suppliers. This is because we provide the Repair Guarantee so we need to be sure that we know the origin of the relevant spare part and that we have supplied it.
Self-fitted spare parts
Our network of engineers are fully experienced on the repair of domestic appliances and spare parts that we supply come from either appliance manufacturers directly or authorised third party distributors meaning that we can guarantee the source and quality of that spare part and the fitting methods and testing we use to fit any parts.
In the event you to decline our spare part quote to purchase your own part independently and fit that part yourself to complete a repair to then find that it has not worked or there are further issues, NAC will no longer proceed with any repair free of charge or as included in the initial Service Charge. NAC may offer to re-attend to inspect the fitting or part itself however there will be a further callout charge of £40+VAT (£48 including VAT ) payable. In instances where a further callout charge is payable in these circumstances, NAC may automatically charge that additional amount to the card that was used by you to pay for the initial Service Charge.
Obscure brands and foreign made but British badged appliances
In instances where we attend a repair and it is determined that parts are required, we will do our utmost to source any spare parts from the appliance manufacturer and our direct authorised suppliers. In instances where appliances are built in foreign factories and therefore do not offer support for spare part availability to the general trade in the UK, we will notify you and ask that you contact the retailer where you bought the appliance with a view to sourcing the part/s yourself. We will then return at a later date to fit parts that you have been successful in sourcing. If we successfully complete a repair where you have sourced your own parts then this repair is excluded from our Repair Guarantee. If we have advised you that we cannot obtain the parts and you source your own, should that part not fit, be incorrect or damaged, you may be charged an additional callout charge fee of £40+VAT (£48 including VAT ). In instances where neither you or us can identify spare parts needed to complete a repair, the Service Charge is non-refundable.
Out of stock spare parts
In instances where parts are out of stock with our suppliers so they have been specially ordered, there may be a long delay for these parts. If your repair is affected by parts that are out of stock, you will be advised of the possible delay and given a maximum lead time before agreeing to the continuation of the repair prior to NAC ordering the spare parts needed. All spare part orders need to be paid for prior to NAC placing the part order. As mentioned above in ‘Specifically Ordered Parts’, any Specifically Ordered parts we order for you are non-cancellable and non-refundable unless the lead time given to you passes but excludes any part/s that have been dispatched to us and is in transit. If any spare part exceeds the lead time and you wish to cancel the order, NAC will refund in full the cost of the spare part/s when a request has been made. We do not refund any Service Charge paid in this instance.
In instances where parts are out of stock at our suppliers, you may source and purchase your own. Should you manage to find any out of stock parts available, NAC will re-attend at no further cost to fit the parts to your appliance and complete the repair. If we successfully complete a repair where you have sourced your own parts then this repair will be excluded from our Repair Guarantee. If we have advised you that a part is out of stock and you source your own, should that part not fit, be incorrect or damaged, you may be charged an additional callout charge of £40+VAT (£48 including VAT ). Where parts are listed as out of stock the Service Charge is non-refundable. In instances where a further callout charge is payable in these circumstances, NAC may automatically charge that additional charge to the card that was used by you to pay for the initial Service Charge.
Spare parts delivery
Where spare parts ore ordered directly with NAC, providing that they are in stock, all parts will be dispatched within 24 hours from the point of order.
11. Unable to remove appliances
It is your responsibly to ensure the appliance is accessible for the engineer’s visit. Whilst we will use reasonable endeavours to remove both freestanding and integrated appliances, in instances where an engineer cannot remove an appliance due to the way it has been installed or because there is a risk of causing damage, we may request that you arrange for the appliance to be removed before the repair and refitted after the repair. Where we ask that you remove the appliance, we will re-attend at a later date at no further cost to you to carry on with the repair. In instances where an engineer attends and cannot remove the appliance, our Service Charge remains payable.
12. Working in dangerous or unsafe conditions
We won’t start or continue doing any work in your home or other location where the appliance is fitted if we believe there’s a health and safety risk, for example: hazardous chemicals, pest infestations, verbal or physical abuse, or harassment. And we won’t return to finish the work until that risk is gone. In instances where an engineer attends and cannot undertake the repair work due to dangerous or unsafe conditions, our Service Charge remains payable.
13. Reporting Damage
Any damage complaint must be made to the engineer while they are on-site. It is your responsibility to ensure that you inspect the surrounding area after an engineer has finished their work. We cannot accept any damage claim that is reported after the engineer has left your premises. This is because customers either: a) ask that appliances are left out after a repair for cleaning purposes; b) move appliances themselves either out or back in to situ before or after a repair; and/or c) adjust appliance positioning after an engineer has refitted an appliance.
14. Making changes to or cancelling your repair
You have the right to cancel your repair within 14 days without giving any reason. The cancellation period will expire after 14 days from the day of the conclusion of the contract. If your appointment is less than 14 days away from the time of booking, you will only be able cancel up until the engineer arrives at your property where the appliance is located. Please note, Service Charges are payable as soon as the engineer attends your property.
To exercise the right to cancel, you must inform us by calling 0333 016 9622 or emailing us on email@example.com.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Your notice to cancel will have been taken to be received as soon as you make contact with us to cancel your appointment, or in the case of email from the date it is sent to us.
If you requested us to begin the performance of services during the cancellation period, you shall pay us an amount which is in proportion to the services performed up to the point of cancellation in comparison with the full Service Charge (such as, charges to cover the cost of fuel related to the engineer travelling to your location).
15. Refund Policy
Any refund that has been agreed by NAC will be made to the card that you used to make payment to us. Agreed refunds will be processed and issued within 5 working days from the date of refund agreement.
For payments made via BACS or cash, agreed refunds will be made via BACS so we will need the following information in order to issue the refund:
Bank Account Name (as it appears on the statement)
Bank Account Sort Code
Bank Account Number
16. Events beyond our control
We are not liable to you if we fail to comply with these terms because of circumstances beyond our reasonable control.
17. Our liability to you
If we breach these terms or are negligent, we are liable to you for foreseeable loss or damage that you suffer as a result. By ‘foreseeable’ we mean that, at the time the contract was made, it was either clear that such loss or damage would occur or you and we both knew that it might reasonably occur, as a result of something we did (or failed to do).
We are not liable to you for any loss or damage that was not foreseeable, any loss or damage not caused by our breach or negligence, or any business loss or damage.
Nothing in these terms excludes or limits our liability for any death or personal injury caused by our negligence, liability for fraud or fraudulent misrepresentation, or any other liability that the law does not allow us to exclude or limit.
18. Your information
19. No third party rights
No one other than us or you has any right to enforce any of these terms.
20. Governing law and jurisdiction
The laws of England apply to these terms, although if you are resident elsewhere in the UK you will retain the benefit of any mandatory protections given to you by the laws of the region of the UK in which you live. Any disputes will be subject to the non-exclusive jurisdiction of the English courts. This means that you can choose whether to bring a claim in the courts of England or in the courts of the part of the UK in which you live.
21. General Terms
You are not allowed to transfer your rights under these terms to anyone without our prior written consent. We may transfer our rights under these terms to another business without your consent, but we will notify you of the transfer and make sure that your rights are not adversely affected as a result.
If any provision of these terms (or part of any provision) is or becomes illegal, invalid or unenforceable, the legality, validity and enforceability of any other provision of these terms will not be affected.
If you breach these terms and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these terms.
Last updated 02/09/2021.