CGSL Terms and Conditions

Service calls
All incoming service calls are logged and must be followed with an email to our dedicated service team at [email protected]. This email should include a detailed description of the issue, makes, models and any asset numbers of relevant equipment. Service enquiries can also be raised via our website at www.certaservice.co.uk/book-an-engineer/ We will also require access timing availability for the site. Once we have received these details, we will allocate an engineer and advise you of the attendance date and time. Please note that if we are refused access at the agreed time of attendance, the call-out will still be charged.

On-site repairs
All of our engineers carry general van stock to complete basic repairs, and we endeavour to get appliances working on a first-fix basis. If a client does not wish for van stock parts to used without prior quoting, this should be noted at the initial time of contact. If non-van stock parts are needed to complete the repair, we will quote for these parts as soon as possible. We will confirm the required details, delivery time and labour costs to fit the items. Once the quote is approved in writing, we will allocate an engineer and advise you of the attendance date and time. Any chemical products used will also be chargeable.

Service recalls
We will attend recalls up to 72 hours after initial attendance. The site recall will not carry a re-attendance or callout charge if the issue is found to be related to our workmanship. Should the recall be unrelated to our workmanship, our standard callout and hourly rates will apply. Please note that any part failure and subsequent warranty claim will not cover labour charges.

Site access
It is the customer’s responsibility to ensure our engineers have reasonable access to the site and equipment to carry out the service call during normal working hours. If access is unavailable and the visit has to be split over multiple visits, this will incur an additional charge. We assume free on-site parking for our engineer’s vehicles will be available. Should this not be the case, parking charges will be invoiced. All jobs within a UK Congestion Charge Zone will incur a charge at the current rate. Access timing availability and any restrictions for the site should always be advised before engineer attendance.

Engineer reports
Following a call out, a copy of our engineer’s service report will be forwarded to the customer, and one will be retained on file by ourselves.

Spoilage
We do not take any responsibility for spoilt food in refrigerators and freezers. You will require separate insurance to cover any food/labour losses caused by equipment failure.

Parts and equipment supply
Our service team undertake all of our spare parts ordering. These parts are delivered to our offices or engineer for replacement as soon as possible. We always use official manufacturer parts when available. Delivery timings of spare parts from manufacturers can vary depending on availability. Please note that CGSL cannot arrange delivery of any parts directly to the site; we will only fit parts supplied by ourselves. All parts supplied by CGSL will be quoted to the customer and agreed upon before being supplied or fitted.

When spare parts are required for equipment no longer in production, CGSL will do its utmost to provide manufacturer-approved spares. CGSL cannot accept responsibility for the manufacturer’s inability to supply these parts, or delays which may occur in obtaining spares from manufacturers. Ownership of all parts and equipment shall remain with the CGSL until paid for in full. Legal title to any goods, parts or equipment supplied also remains vested in this company until such time as payment is received in full. CGSL rejects any responsibility for the working order of equipment if the Purchaser declines to replace or recondition defective or worn-out parts when advised by CGSL to do so.

Parts warranty
We will honour warranties for any parts fitted in accordance with manufacturer’s terms and conditions. Please note that parts warranties do not cover labour charges involved in any required remedial works. Part warranties are dictated by individual warranty terms and will differ between manufacturers. Warranties
will be confirmed on a case-by-case basis should any parts fail, and the manufacturer will dictate whether parts will be covered under warranty.

Safety
We reserve the right to cease an inspection should an item of equipment or surrounding area be found to be in an unsafe or dangerous condition in the opinion of our engineer. We will make the equipment safe by disconnecting the services and, clearly labelling the unit and informing the customer immediately of our actions. The customer will be liable for the cost of rectifying the situation and any return visit required to complete the maintenance inspection.

Cleaning/Descaling
The cleaning/descaling of equipment is only included in our scope of work if specifically detailed. Descales are a separate specialist service and, as such, will be quoted separately. Cleaning of any appliance is not included in our scope of works.

Cancelled orders and returned goods
We reserve the right to charge a restocking fee of up to 30% of the selling price for any orders cancelled or goods returned. Damage or use of such equipment will also be considered and may be recharged accordingly. Special order parts are non-returnable, non-refundable and non-cancellable, which will be advised at the time of quoting. Once these orders are placed, they will be fully chargeable.

Cancellation of works
Any scheduled work cancelled by the customer less than 24 hours before the agreed attendance time will be charged at the full quoted cost.

Damaged or missing goods
Claims for damaged or missing goods must be highlighted at the time of delivery and notified to [email protected] within 24 hours of delivery. Claims received after this time will not be processed.

Invoice queries
Invoice queries or disputes must be sent directly to CGSL in writing to [email protected] within three days of the invoice date.

Change of scope
Engineers are not authorised to investigate or carry out work other than initially specified upon booking. Any additional work must be booked and will be invoiced as a separate project.

Ability to work
We will inform you of any requirements to prepare equipment before our engineer’s visit. We may require specific equipment to be switched off before service to ensure appliances are safe to work on. If our engineer attends and the equipment is not in an appropriate and safe state to work on, you may still be charged as per quote. When attending a call out to a piece of cooking equipment it should be left off the day of the call out until after the engineer has attended to ensure it is safe to work on.