Booking Terms

Your access to and use of www.emergency-callout.co.uk and the services (defined below), are subject exclusively to these Terms and Conditions.

Definitions
1. “Company” refers to Emergency Call Out
2. “Customer” refers to the person who engages with Emergency Call Out to provide their services
3. “Contractor” refers to an engineer or trades person who performs their emergency repair services at the customer’s property
4. “Works” refers to emergency repairs performed by attending contractors at the customer’s property
5. “Service” or “Services” refers to the introduction of the customer to a contractor for the supply of works.

Emergency Call Out provide introductions to a nationwide network of experienced engineers (hereby referred to as “contractors”) who in turn supply reactive emergency response repair and maintenance works.

Emergency Call Out's provision is that of a supplier-finding service or “introducer”. In accepting these terms and conditions you acknowledge that, while Emergency Call Out makes every effort to vet contractors and ensure adequate qualifications, Emergency Call Out will not be held in any way liable for the performance or outcome of the works provided by any contractor.

These engineers are self-employed and are in no way employed, either as a direct employee or a subcontractor, by Emergency Call Out.

You also accept that our fee is that of a booking fee, and further payment is required to the attending contractor as detailed in the confirmation SMS/ text or message you receive.

In allowing a contractor to enter your premises, as instructed via the Emergency Call Out, you acknowledge and accept these terms, even in the absence of a written reply (via SMS / text / message or email) to the terms and conditions we send to you, the customer, via SMS / text or message upon completion of booking and payment of booking fee.

The service is always of urgent nature unless in writing otherwise.

Indemnity

Emergency Call Out is a company that provides Contractors as quickly as possible and works on behalf of the Client but cannot guarantee that Contractors will attend to Clients within the time stated due to unforeseen circumstances. The company do not provide compensation for the Contractor failing to turn up on time and the Contractor is responsible for their own work from the arrival to the completion of the work.

Cancellation & Refund Policy

Cancellations must be made by calling or in writing via email (SMS will not be accepted).

In using our services, you agree that the fee payable is non-refundable, in the event that a contractor has been successfully instructed.

If a contractor has not yet been instructed, the refundable amount is 50% of the total booking fee, to cover any time spent attempting to arrange contractor attendance on the customer’s behalf.

If you’ve made a booking with Emergency Call Out, you accept that our service is under ‘urgent repairs and maintenance’, as per legislation under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which is under Consumer Protection 2013 No.3134 (www.legislation.gov.uk/uksi/2013/3134/pdfs/uksi_20133134_en.pdf), Part 3 (Right to Cancel) Clause 28 (Limits of application: circumstances excluding cancellation) which specifically states (e) “contracts where the consumer has specifically requested a visit from the trader for the purpose of carrying out urgent repairs and maintenance”.

By making payment over the phone for our services, you explicitly agree to the terms above and accept that any refunds made outside of the above terms are done so purely at the discretion of Emergency Call Out management.

Access & Safety

You must ensure the environment is safe for the company and its representatives for the purpose of carrying out the work. You must ensure you, or an authorised person is onsite to provide access. Failure to ensure safety and access could result in services not being undertaken and full charge for the service will be debited as a result.

Permits, Licenses, Regulations And Other Consents

It is the customer’s duty to ensure suitable permission, permits, licenses and all other consents from the owner/landlord/agent/organisation, and/or planning permission if necessary is obtained prior to works carried out by the company. Emergency Call Out, and / or contractors will not be held responsible, or liable if this has not been obtained.

Any work carried out on behalf of the company by contractors will be guaranteed under their own respective policies.

The company will not be liable or responsible for any damage or defect arising from work not fully guaranteed or where recommended work has not been carried out.

The customer shall be solely liable for any hazardous situation in respect of Gas Safe regulations, or gas warning notice issued, unless otherwise caused by any attending Gas Safe operative.

All Gas Safe engineers operate under their own Gas Safe registration, and as such are solely responsible for any gas related work and subsequent liability.

While the company will make every effort to ensure the details provided by attending engineers are correct, it is the customers responsibility to confirm the appropriate registrations (including ID and appropriate trade registration verification) before allowing access to their property.

The company will use all reasonable efforts to deliver the service on time, but shall not be liable to the customer or any third party if the works prove impossible due to events or circumstances beyond the company’s reasonable control.

In agreeing to use our services, you confirm that Emergency Call Out may charge your card for agreed upon purchases, and that you understand that your information will be saved to file for future transactions on your account.

Disputes/Complaints/Concerns

Please do get in touch if you have any concerns. You can contact us via the following methods:

You can call us on: 07404485302
You can email us at: info@emergency-callout.co.uk

Our initial response time to acknowledge your dispute is within 72hrs (Monday – Friday).

Our operations team is available Monday – Friday, 9am – 5pm.

Data Protection

All personal information that we may use will be collected, processed, and held in accordance with the provisions of EU Regulation 2016/679 General Data Protection Regulation “GDPR” and your rights under the GDPR. For complete details of our collection, processing, storage, and retention of personal data including, but not limited to, the purpose(s) for which personal data is used, the legal basis or bases for using it, details of Your rights and how to exercise them, and personal data sharing (where applicable), please refer to our privacy policy.

Emergency Call Out may change these terms and conditions of use from time to time without notice. You should check these terms and conditions regularly. Your continued use of this service will be deemed to be acceptance of the updated or amended terms.

Governing Law

These terms and conditions are governed by and construed in accordance with the laws of England and Wales. Any dispute you have which relates to these terms and conditions, or your use of Emergency Hero (whether it be contractual or non-contractual), will be subject to the exclusive jurisdiction of the courts of England and Wales.

Call Recording

Calls may be recorded for training and monitoring purposes.