Introduction
These Terms & Conditions apply when a customer books services through City Pro Fix Ltd (“City Pro Fix”, “CPF”, “we”, “us” or “our”), including through our website, telephone service or other authorised booking channels. By making a booking, the customer agrees to these Terms & Conditions. Nothing in these Terms limits or removes any statutory rights that cannot lawfully be excluded.
1. Our Services
City Pro Fix provides property maintenance, repair and installation services, which may include plumbing; heating and boiler services; gas services; electrical work; handyman services; carpentry; painting and decorating; bathroom and kitchen repairs; drainage; appliance-related services; air conditioning; door and lock repairs; emergency property repairs; and other maintenance services displayed on our website. Certain regulated work will only be allocated to appropriately qualified or registered tradespeople.
2. Making a Booking
Customers may make a booking through the City Pro Fix website, by telephone or through another authorised booking method. The customer must provide accurate information, including where applicable: name and contact details; property address and postcode; service required; description of the problem; relevant photographs or videos where requested; preferred appointment date and time; access information; and any known hazards or relevant property information. Incorrect, misleading or incomplete information may result in delays, additional charges, cancellation or the need for another appointment. A booking is subject to availability and is not guaranteed until confirmed by City Pro Fix.
3. Initial Service Charge and Online Payment
Where an initial attendance, diagnostic, call-out or service charge is displayed during booking, this amount must normally be paid before the booking is confirmed. The applicable amount will be shown before payment. The initial payment covers only the service specifically described during the booking process. Unless expressly stated otherwise, it does not automatically include additional labour, replacement parts, materials, specialist equipment, parking, Congestion Charge or other road-user charges, or additional or unrelated work.
4. Additional Work and Quotations
After inspecting the problem, the tradesperson may identify additional work, parts or materials that are required. Where reasonably practicable, the customer will be informed of the additional cost before additional chargeable work is carried out. City Pro Fix will not intentionally carry out substantial additional chargeable work without customer authorisation, except where immediate action is reasonably necessary to prevent danger or make the property safe. A quotation may be provided through the website, customer account, email, telephone or another authorised communication method.
5. Fixed-Price Work
Where City Pro Fix provides a fixed-price quotation, that price applies to the work specifically described in the quotation. The price may need to be revised where the customer requests additional work; hidden or inaccessible problems are discovered; information supplied by the customer was materially incorrect or incomplete; additional materials or specialist equipment become necessary; conditions are materially different from those reasonably anticipated; or circumstances arise that could not reasonably have been identified before work commenced. Any significant change will be explained to the customer and, where appropriate, authorised before additional work proceeds.
6. Parts and Materials
Parts and materials supplied by City Pro Fix may be charged separately unless expressly included within a fixed price. Customers will be informed of significant material costs where reasonably practicable before purchase. Where special-order materials are required, City Pro Fix may request payment in advance. Reasonable time or costs associated with obtaining unusual or non-stock materials may be chargeable where this has been explained to the customer.
7. Customer-Supplied Parts
Customers may ask City Pro Fix to install parts or materials they have purchased themselves. City Pro Fix cannot guarantee the quality, compatibility, condition, durability or suitability of customer-supplied products. Our obligations regarding the quality of our workmanship remain unaffected, but City Pro Fix is not responsible for defects or failures caused by unsuitable, faulty or incompatible customer-supplied products.
8. Appointments, Access and Attendance
Customers must ensure that the tradesperson can safely and reasonably access the property at the agreed appointment time. The customer should tell City Pro Fix in advance about access restrictions, parking restrictions, permits, concierge arrangements, pets, vulnerable occupants or other matters that may affect attendance. Appointment and arrival times are estimates unless expressly confirmed otherwise. Delays may occur because of traffic, emergencies, earlier jobs or circumstances outside reasonable control. City Pro Fix will use reasonable efforts to keep customers informed of significant delays.
9. Customer Not Available / No Answer
If a tradesperson attends the agreed address and cannot obtain access or contact the customer or authorised person, the tradesperson will normally wait for up to 5 minutes and make reasonable attempts to contact the customer. If access is still unavailable, the tradesperson may leave. The attendance, call-out or booking charge may be non-refundable where the failure to provide access was the customer’s responsibility. Reasonable evidence of attendance may be retained.
10. Cancellation and Rescheduling
Customers should give City Pro Fix at least 48 hours’ notice if they wish to cancel or reschedule a confirmed booking. Where a booking is cancelled with less than 48 hours’ notice, City Pro Fix may charge a reasonable cancellation fee of up to 50% of the booked service price, taking account of work already undertaken, time reserved, travel, committed costs and the circumstances of the cancellation. Where a tradesperson has already travelled to or arrived at the property, an applicable attendance/call-out charge and reasonable committed costs may also be payable. Nothing in this clause affects any statutory cancellation rights that apply to consumers.
11. Congestion Charge and Road-User Charges
Where attendance requires travel within the London Congestion Charge Zone or another applicable road-user charging zone, the customer may be charged the applicable City Pro Fix congestion/road-user fee shown at booking or otherwise communicated before it is added. Any such fee may be adjusted by City Pro Fix where the underlying charge or business policy changes. The applicable charge should be disclosed to the customer where reasonably practicable.
12. Parking
The customer is responsible for providing lawful and reasonably accessible parking where possible. Where suitable free parking or a permit is not provided, reasonable parking costs incurred in attending or carrying out the work may be added to the customer’s invoice. City Pro Fix and its tradespeople will take reasonable steps to avoid unnecessary parking costs.
13. Emergency and Priority Services
Emergency, urgent or priority bookings are subject to tradesperson availability, location, traffic and the nature of the work. Any indication of priority or same-day attendance is not an absolute guarantee unless expressly confirmed. Where a higher emergency or priority charge applies, it will be displayed or communicated before payment where reasonably practicable.
14. VIP Membership and Priority Services
Where City Pro Fix offers a VIP membership or priority service, the applicable price, billing frequency, minimum term (if any), benefits and cancellation arrangements will be those displayed or agreed at the time of purchase. VIP or priority status may provide priority booking, priority emergency response, offers or priority support, but attendance remains subject to engineer availability. Membership does not make parts, materials, additional labour, parking, congestion charges or unrelated work free unless expressly stated.
15. Payments, Invoices and Refunds
Customers must pay charges when due using an authorised payment method. City Pro Fix may use third-party payment processors such as Stripe. Invoices or receipts may be supplied electronically. Refunds, where due, will normally be returned through the original payment method where practicable. City Pro Fix may deduct properly chargeable attendance, cancellation, materials or other agreed costs from any refund where lawful.
16. Customer Responsibilities
The customer must provide accurate information, safe access and a reasonably safe working environment; disclose known hazards; obtain any permissions required from landlords, freeholders or other responsible persons; and not ask a tradesperson to perform unlawful or unsafe work. The customer is responsible for securing valuables and for supervising children, pets or other matters that could interfere with safe work.
17. Photos, Videos, Signatures and Completion Records
City Pro Fix may use photographs, videos, electronic signatures and completion reports to document the condition of the work area, the work undertaken and completion of a job. Such records may be used for operational, quality, payment, complaint, insurance and dispute-handling purposes and will be handled in accordance with applicable data-protection requirements and City Pro Fix’s Privacy Policy.
18. Workmanship, Defects and Complaints
If the customer believes work carried out through City Pro Fix is defective, incomplete or materially different from what was agreed, the customer should notify City Pro Fix as soon as reasonably practicable and provide relevant details and evidence. City Pro Fix should be given a reasonable opportunity to inspect the issue and, where appropriate, arrange corrective action before the customer instructs another contractor, except in a genuine emergency or where it would be unreasonable to wait.
19. Limitations and Existing Defects
City Pro Fix is not responsible for pre-existing defects, concealed defects, deterioration, structural problems or failures outside the agreed scope merely because they become apparent during or after attendance. Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability that cannot be excluded under applicable consumer law.
20. Delays and Events Outside Reasonable Control
City Pro Fix is not responsible for delay or failure caused by circumstances outside reasonable control, including severe weather, road closures, supply shortages, utility interruption, emergencies, illness, accidents or failure of third-party systems. Where practicable, City Pro Fix will take reasonable steps to minimise disruption and communicate significant changes.
21. Website and Account Use
Customers must not misuse the City Pro Fix website, attempt unauthorised access, interfere with security, upload unlawful or malicious material, or use another person’s account without permission. Customers are responsible for keeping their account credentials secure and should notify City Pro Fix if they believe their account has been compromised.
22. Personal Data and Privacy
City Pro Fix will process personal information in accordance with applicable UK data-protection law and its Privacy Policy. Information may be shared with tradespeople and service providers where reasonably necessary to administer and fulfil a booking, process payment, provide support or comply with legal obligations.
23. Reviews and Feedback
Customers may be invited to leave genuine reviews or ratings after completed work. Reviews must not contain unlawful, threatening, discriminatory, defamatory or knowingly false content. City Pro Fix may moderate or remove content where reasonably necessary.
24. Changes to These Terms
City Pro Fix may update these Terms from time to time. The version applicable to a booking will normally be the version in force when that booking is made, unless a change is required by law or expressly agreed with the customer.
25. Governing Law
These Terms are governed by the laws of England and Wales. Consumers retain any mandatory rights concerning jurisdiction that apply to them under law.
26. Contact
Questions, complaints or notices relating to these Terms should be sent to City Pro Fix Ltd using the contact details published on the City Pro Fix website.