Terms and Conditions – Emergency repair / call out.

1. We offer a repair call out service exclusively within mainland UK.

2. The estimated call out times provided are not guaranteed. We may experience delays due to unforeseen circumstances, adverse weather conditions, or vehicle breakdowns.

3. In the event that we are unable to attend your premises for any reason, including but not limited to the unavailability of an engineer in your area, and you have already paid the booking fee, we will refund your call out payment. The decision to attend any premises and carry out the necessary works lies solely with "Arrow Security Shutters Limited".

4. The call out rates cover the handling of the call-out and include the first hour on site. Subsequent hours are charged at standard rates. And all part hours are charged at full hour rate at all times. Call out prices are for in hours (Mon-Fri: 09:00 – 17:00) only. For out of hours, weekends and bank holidays Price on Application. (POA) Additional charges apply for travel, based on the proximity of our engineers to the designated areas. Please note that geographical restrictions apply to postcodes BT, KW, IV, AB, PH, TR, PL, TQ, EX, TA, DT (These areas incur a travel surcharge).

5. The call out booking fee will be charged at the time of your booking. For pricing details, refer to our "Price Table".

6. Payment for the call out must be made by credit/debit card prior to us accepting the work order. Any additional charges incurred must be settled before the engineer leaves the site.

7. All prices mentioned are exclusive of VAT.

8. We will reach an agreement with you regarding the scope of work to be carried out. The work will be scheduled at the earliest opportunity, depending on engineer availability.

9. In order to expedite the work, we may engage the services of sub-contractors. All sub-contractors are approved by Arrow Security Shutters Limited and possess the necessary qualifications.

10. The cost of all parts/materials or access equipment/plant hire and their installation is chargeable. A quotation will be provided for any additional work or parts required.

11. Additional charges will apply for any unrelated faults that require further work. The charges quoted do not cover the following:

• Repairs necessitated by design faults present at the time of the agreed work.
• Upgrades required to meet current standards.
• Access provision for your product, such as ceilings, signs/signboards, lights, cover boxes, or built-in products.
• Removal of hazardous waste, such as asbestos, that was unforeseeable during the original quotation and only discovered during the course of the work.
• Power outages or electrical feed/supply issues.
• Damages caused by vandalism, burglaries, or intentional harm.

12. While we take reasonable care to minimize damage to your property during the work, you acknowledge that the work (including the removal or dismantling of existing fixtures and fittings) may cause some damage, and certain areas may require redecoration after completion. We will not restore the original surface or construction (e.g., redecoration) unless the damage resulted directly from our negligence. If the original surface or construction was damaged due to a pre-existing fault, we will not be responsible for restoring it.

13. If we arrive on site and find that the product is in an unsafe condition that prevents us from carrying out the work safely, we will cease operations and notify you of the reason. In some cases, we may issue a DO NOT USE notice for health and safety reasons, and if the product involves electrical components, the power supply will be disconnected. Despite the inability to proceed with the work, you will still be charged the call out rate for our attendance.

14. We will not proceed with the work if:

• Suitable parts are unavailable.
• The product is not included on our approved list.
• The product is deemed unsafe for us to perform the necessary tasks.

15. The majority of issues are typically resolved during our initial visit. However, if for any reason we are unable to immediately repair the problem, we will do our uppermost to secure your premises and return as soon as possible to fix the issue. Additional materials required to secure your premises will incur separate charges. If we are unable to secure your premises for whatever reason we will not be responsible for any loss of your stock and it is your responsibility to ensure your premises is secure.

16. Effective from April 8th, 2019, additional charges will apply for ULEZ (Ultra Low Emission Zone) at CCZ (Congestion Charging Zone), Clean Air Zones, road tolls, crossings, or any parking charges.

17. We provide a twelve-month guarantee on any parts supplied, fitted, or work carried out by us, starting from the date of completion. Please note that this guarantee does not cover breakdowns resulting from unrelated issues within the twelve-month period. These guarantees do not affect your statutory rights regarding the quality and description of materials and services.