Your Engineer Visit - PulsaCoil Group

Your engineer visit

Thank you for choosing PulsaCoil Group to repair or install your new appliance.

Locations

You can choose a repair or installation date from those offered by our operative. We are unable to provide timed appointments, our engineers take a lot of jobs per day, and each job can take between 15 minutes and 3.5 hours, the engineer plans his day using the most economical route, hence the reason why we are unable to provide timed appointments, however, the engineer will call you one hour prior to arrival on the number you provided ending in 9681, please make sure you answer this call which will be a withheld number as the engineer may not attend if there is no answer, he will try to call twice 10 minutes apart if there is no answer to the first call, this is to avoid an abortive call-out fee being charged should he go to the property and is unable to gain access.

Some geographical restrictions may apply. Areas we cover include Bedfordshire, Berkshire, Buckinghamshire, Cambridgeshire, Derbyshire, Greater London, Hertfordshire, Leicestershire, Northamptonshire, Nottinghamshire, Oxfordshire, Warwickshire, West Midlands & Worcestershire. For locations outside of these areas, a travelling charge will apply. Please contact customer services.

Same day – Next day service

Same-day and next-day repair visits and specified timeslots are each subject to availability. Availability may change throughout the day/week as slots are being booked-up so we’ll see which options are available to choose from when you tell us your postcode. If you request an installation or other services which take place at the same time as delivery, this may also affect the earliest delivery date available.

You’ll be able to amend your visit free of charge prior to our attendance (in most cases up until 2 pm the working day before your arranged visit ). After this point, additional charges will apply if you wish to amend your order. Please see the Failed Visit, Re-Visit section below.

The engineer often requires big and heavy equipment to repair or install your boiler, so there will be certain occasions when we may be unable to get it into your property. Lots of steps, narrow corridors, radiators and restricted parking are all things that may hinder our ability to carry out a repair or installation; it is your responsibility to ensure access to your property. In situations where we cannot gain access, you will need to make the necessary arrangements to get the product in. If we believe successful re-repair or installation is viable when you have taken the necessary measures, we will attempt another visit, however, a charge for re-visit will apply in these circumstances. We also reserve the right not to re-attempt a visit; in which case we will always refund you the amount you have paid.

Visit Limitations

Occasionally something will happen out of our control that closes roads, like floods snow or other adverse weather conditions or things like sporting events which result in closed roads. In this event, we’ll block any affected dates out of the calendar. If you’ve already selected your visit date and you’re affected, we’ll contact you as soon as possible to arrange alternative delivery options. We will do what we can, but can’t be held liable if we can’t fulfil a visit due to reasons beyond our control.

Unfortunately, on the rare occasions where a visit is unsuccessful, we’re not liable for costs incurred.

There are various visit options available, depending on your needs and how much you want to pay. These options are set out clearly on the checkout page before you place your online order.

As mentioned above the engineer requires big and heavy equipment to carry out repairs and installations. Lots of steps, narrow corridors, radiators and restricted parking are all things that may hinder our ability to carry out a repair or installation; it is your responsibility to ensure we are informed of any access restrictions to enable us to allow for additional engineers to be in attendance if required. If we believe successful re-repair or installation is viable when you have taken the necessary measures, we will attempt another visit, however, a charge for re-visit will apply in these circumstances. We also reserve the right not to re-attempt a visit; in which case we will always refund you the amount you have paid.

Just before our engineer arrives, here are a few things to note that will help the job go smoothly.

You will receive a text message confirming your appointment, if this is inconvenient please contact bookings@pulsacoil.group as soon as possible.

On the morning of the visit

Our engineer will call you between 8 am and 10 am on the morning of their visit. They will give you an estimated arrival time or give you a three-hour time slot when they will be arriving for your appointment.

Although this call will show as being from a withheld number, it is very important that you answer the call, as the engineer may cancel the visit if they can’t speak to the person who will be letting them into the property.

Please note: if our engineer is planning to arrive between 8 am and 10 am, they may not call you first with an estimated arrival time. They may call or text you the evening before.

Parking

Please make sure there is somewhere close to your property where our engineer can safely and legally park their van. They will have heavy tools and equipment to carry. Any parking charges associated with the visit will be chargeable to the customer. Failure to provide adequate parking will result in additional charges. Please see the Failed Visit, Re-Visit section below.

Access to The PulsaCoil

To protect your belongings and make it easier for our engineer to do their job, please clear the area around the PulsaCoil before they arrive.

Health and Safety

Your safety, and that of our engineer, is our highest priority, so please read this section carefully.

Lofts: if our engineer needs to go into the loft to check or work on an appliance, please note that we don’t allow them to work in lofts without reasonable access (for example, a fitted loft ladder), secure flooring and adequate lighting.

Pets & Children: our engineers use tools and equipment that don’t make good toys, so for your children’s and pets’ safety, please make sure they are kept away from the area where the engineer is working.

Smoking: While we understand that you are perfectly entitled to smoke in your own home, our engineer will be working with gas and other flammable equipment, so for your own safety, we respectfully ask that you do not smoke where our engineers are working.

Your assistance is greatly appreciated, thank you.

Installations & Repairs

We offer installation and repair services for all of the products we sell, but we won’t be able to install or repair your product if:

Any electrical/plumbing supplies needed fail the engineer’s testing or are unsuitable.
Any water supply needed cannot be isolated or is unsuitable.
Any drainage/waste facilities needed are unusable.
Mechanical adjustments are required to the item(s) to overcome such things as water pressure etc. Alterations to existing plumbing and electrical are required.
The appliance doesn’t properly fit into the space you’ve made available.
Please note that our connection service is not available at commercial properties that don’t have a secondary domestic meter.

Please note that if we’re unable to complete a repair or installation because the area isn’t suitable (including for the reasons listed above) additional charges will apply. Please see the Failed Visit, Re-Visit Charges section below.

Cancellations, Returns & Exchanges

If you’ve changed your mind about your product after delivery, you’ll need to let us know within 30 days to receive a refund of the cost of the product. This is longer than outlined in your statutory rights, which gives you a 14-day cooling-off period for distance (e.g. online) sales.

To cancel an order and request collection you can either call 0330 229 4190

Our charges for collecting any items you would like to return are shown on our Returns page. We’ll apply the charge that is current on the day you request your return.

You’ll receive an estimated timeslot on the morning of your collection and you, or someone you trust, will need to be at your chosen pick-up address for our engineer to receive the returned item(s) from you. We reserve the right to charge a further collection fee if our engineer arrives within the estimated time slot we’ve given you but nobody is in.

Refunds will be made within 14 days of collection of the item. Where a charge for collecting your returned item applies, we’ll deduct this from your refund and send you the balance – so there’s no extra collection charge to pay upfront.

If you cancel an order within 14 days of delivery (i.e. during your 14-day statutory cooling-off period) we’ll also refund you any standard delivery charge you originally paid.

If you included any additional services in your order (eg. a delivery timeslot, unpack or installation) then we won’t be able to refund any charges you paid for these if you cancel after delivery and the services have already been completed. If you successfully cancel your order before delivery, the additional services will be automatically cancelled and refunded. In all other cases, our 30-day cancellation policy also applies to any services that you may have ordered.

Some additional things you need to know about cancellations, returns and exchanges:

Same day / Next day visit: If you place an order for a same-day / next-day visit it is very unlikely that you’ll be able to successfully cancel it before the visit takes place. Instead, you’ll either need to refuse the visit when the engineer turns up.

None of the above affects your statutory rights if a product you’ve received from us is, unfortunately, faulty. Please read the If Products are Faulty section below if you need help dealing with a product fault.

Failed Visit, Re-Visit Charges

In the circumstances described below re-visit, failed visit or collection charges will apply. Our re-visit costs vary with our flexible options and depend on your postcode – you’ll be notified of the price when you come to book. Next-day visits and certain timeslots will cost a little extra. Please see here for the current collection charges. Please see here for the current failed visit charges.

Amendments after the cut-off: You’ll be able to amend your order free of charge up until the deadline (in most cases 2 pm the day before delivery). After this point your engineer will be on their way so, if you’d like to change your visit date or time, you’ll need to pay a re-visit charge for a new visit slot. Alternatively, if you ask to cancel your order after the cut-off, a failed delivery charge will apply.

Failed Delivery: If we’re unable to complete a delivery or associated service because you aren’t in during the notified timeslot, or for another reason that you’re responsible for, you’ll be able to rebook. You’ll be advised of the re-delivery charge for your chosen date at that point and any services that need to be re-performed will be charged at the current rate for that service. If instead you choose to cancel your order, a failed delivery charge will apply. Please note the delivery/service charges paid when you placed your order won’t be refunded in these circumstances.

Collection: A collection charge will apply if you change your mind about your product after delivery and need us to collect it from you in order to return it. Full details of how our returns and refunds process works are in the Cancellations, Exchanges & Refunds section above.

None of the above affects your statutory rights.

If Products are Faulty

If you’re reading this section, we’re sorry. We work closely with our manufacturers to sell quality products, but sometimes things do go wrong. Here’s how we’ll fix it…

It’s important to us to offer products that are fit for purpose, but for your added assurance, it’s also our legal responsibility. The Consumer Rights Act 2015 states that, as a customer, you have a legal right to either a refund, repair or replacement for products that are faulty or not what you expected.

The solutions below are based on the timelines outlined in the Consumer Rights Act 2015 for products purchased from 1st October 2015 onwards, and those outlined in the Sale of Goods Act for those bought before this date.

Sometimes issues that appear to be faults could be problems that arise during installation or setup. If that’s the case, we’ll do our best to get this fixed for you over the phone. This is also why we ask that faults are confirmed with the manufacturer. This way, we’re able to make sure there’s no other reason for the problem.

1. If a fault is confirmed within 30 days of our visit, just let us know and you’ll be able to return it for a full refund, or have it repaired or replaced.

2. If a fault is confirmed after 30 days of our visit (but within 6 months of owning it), just let us know and you can choose whether you’d like us to either repair or replace it for you.

In some cases, we may not be able to offer your preferred option if it is disproportionate to the other (e.g. because it has a much higher cost to us than the alternative). If that’s the case, you’ll still be offered a repair or replacement to fix the issue, but not the choice of either.
If it’s not possible for us to offer a repair or replacement, you can choose to keep the product and receive a partial refund or return the product and receive a full refund.

3. If you find a fault 6 months after our visit and you’re able to prove that the fault/defect was there when we visited, we’ll offer the same resolution mentioned in point 2.

And remember, your installation warranty will usually cover you for a minimum of 1 year for repairs, including parts and labour. We even offer extended warranties of up to 10 years! You may need to have registered your product to qualify for these promotions though. If you’re not sure if warranty registration is required for your product, talk to a member of our team to find out.

Please note, these warranties only cover domestic use, so items for use in commercial properties might not be covered.

If you need to report a fault or we’ve been unable to answer your question so far, you’ll find the ‘contact us’ page at the bottom of this one.

For more advice about your legal rights, you can get in touch with your local Citizens Advice Bureau or Trading Standards office. Nothing in these terms will affect your legal rights.

Things Beyond Our Control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms that are caused by events outside our reasonable control. Such events include any act, non-occurrence, omission or accident beyond our reasonable control and include, in particular (without limitation), the following:

Strikes, lock-outs or other industrial action; or civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war; or
Fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster or adverse weather; or
Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; or
Impossibility of the use of public or private telecommunications networks

Our obligations under these terms are suspended for the period that such event continues and we will have an extension of time to perform these obligations for the duration of that period. We will take reasonable steps to bring the event to a close or to find a solution by which our obligations under these terms can be performed despite the event.