Service and Support - Delivery and Installation - Terms and Conditions

From 1st October 2020, our installation packages include in home servicing for 30 days starting from the date of delivery. The period of cover can be extended for up to 5 years (to run in tandem with the warranty) with the purchase of our Premium Support Package. Whichever choice the customer makes, the service is generally provided on a no-quibble basis. For the avoidance of doubt however, an explanation of what is included (and not) is provided below.


Standard Installation Package
If any of the newly installed equipment appears to be malfunctioning, or if the customer is having difficulty using the equipment and we have been unable to resolve the problem over the telephone, we will attend site at no additional charge to the customer for 30 days following the initial installation. Upon attending site, even if it becomes apparent that the problems experienced are not as the result of a fault with the new equipment we have provided and installed, there will be no charges levied on the customer.


Premium Support Package
As per standard installation but the duration of cover is extended to 1 year from the date of installation.


Customers who wish to extend the support beyond the end of the first year can opt to do so. The cost from year 2 onwards is £50 per year (payable annually in advance). We are only able to offer this additional support service within 35 miles of our store address


Exclusions

  • The customer changes TV or Broadband supplier or their existing provider supplies the customer with new equipment.
  • The customer purchases new devices which need to be added to the existing installation.
  • The customer decides to relocate the equipment within their home.
  • The customer uninstalls the equipment to decorate a room.
  • The customer moves property and requires our assistance to uninstall or reinstall the equipment.

In each of the above circumstances, the labour required to reconnect, re-install, re-attach or pair the equipment is chargeable. If we attend site and diagnose a problem with equipment that we have not supplied, or is out of warranty, there will be no charge for the call out, however we are not liable for the cost of repairing or replacing the defective equipment concerned.


Additional Charges
Where charges apply, customers with premium support will be invoiced at £30 per hour (or part thereof). Our normal hourly rate outside of this agreement is £45 per hour.

 

Right to Cancel
Customers who purchase the additional cover provided by the premium support package may cancel at any time within the first thirty days following installation. That part of the payment that covers the in home servicing will be refunded in full. The company reserves the right to cancel the in home servicing arrangement for any customer who it reasonably believes to be abusing the facility. In the unlikely event that the company takes this action, the customer will receive a pro-rata refund on the unused portion of the agreement. This applies only to premium support packages and not the standard installation.

 

Nature of the agreement
This agreement is between Serafini Retail Ltd and its customers. The agreement is not transferrable nor is there any binding requirement on any future owner of the dealership to honour the agreement in the event that there is a change of ownership. The agreement is not insurance backed and no personal liability applies to any director, employee or associate of Serafini Retail Ltd in the event that said company ceases to trade at a future point in time. No part of this agreement affects statutory rights under any and all applicable legislation.


Disclaimers & Liability
We aim to attend site within 3 working days of any request, however we make no contractual assurances regarding timescales for any such call-outs. In all instances we will endeavour to provide assistance in as timely a manner as possible. Serafini Retail accepts no liability for the work of any other organisation or individual engaged by the customer in relation to the equipment that we supply and install.