1. General provisions
- These terms and conditions apply to home appliance diagnostic, repair, maintenance, installation, and dismantling work performed at the customer's location or in the service provider's workshop.
- By ordering the service, the customer confirms that they have had the opportunity to review the terms and conditions prior to the provision of the service and agree to them.
- The content of the service, estimated cost, and other important agreements may be recorded on a work sheet, in an order, email, message, or in any other manner that allows written reproduction.
2. Ordering of work and estimated cost
- Before starting the work, the estimated cost of the repair is indicative, unless the parties have explicitly agreed on a fixed price.
- During diagnostics or repair, the need for additional work, materials, or spare parts may become apparent. If the cost increases significantly compared to the price previously communicated to the client, the service provider will, whenever possible, seek the client's approval before continuing the work.
- The client shall pay for the completed work, diagnostics, call-out fee, materials used, and spare parts in accordance with the current price list or a separate agreement.
- If the client cancels the scheduled visit less than 24 hours before the start time of the visit, the visit fee specified in the current price list is payable.
3. Access to the device and work area
- The client ensures safe and reasonable access to the device for the technician and, if necessary, water, electricity, and sewage connections.
- If possible, the customer will remove items from around the device before the technician arrives that may hinder the work or could be damaged.
- The customer and other persons present must follow the technician's safety instructions and must not interfere with the work in a manner that hinders the work or increases the risk of damage or an accident. The customer must ensure that pets are not in the work area, do not interfere with the work, and do not pose a hazard to the technician. If the continuation of work is not safe or reasonably possible due to the customer, another person present, or a pet, the technician has the right to suspend the work, and the work performed, the call-out fee, and any other incurred costs shall be payable in accordance with the price list.
- If moving or removing furniture, panels, baseboards, shelves, or other property is necessary to access the device, the technician may refuse the work if doing so involves a justified risk of damage.
- If the dryer and washing machine or other appliances are installed stacked on top of each other, the top appliance must be taken down before the technician arrives, or an adult assistant must be present on site to help safely take the appliance down. If the customer cannot arrange this, they must notify the service provider of the situation before the visit so that the service provider can arrange lifting equipment or additional labor if necessary.
4. Built-in and hard-to-reach devices
- If the appliance is installed in furniture, under a countertop, or in another restricted access location, it must be possible to remove it in the usual manner without damaging the furniture or other property.
- The service provider is not liable for damage caused by previous incorrect installation, deformation, expansion, wear, jamming, siliconing, gluing, non-standard fastening, or any other existing defect of the appliance or furniture.
- If the technician believes that removing the device may damage furniture, countertops, flooring, or other property, the technician will inform the customer of the risk and may require the customer to provide safe access.
5. Furniture, floors, and other client property
- The service provider shall use reasonable care in performing the work to protect the client's property.
- The service provider is not liable for damages caused by the previous poor condition, wear and tear, moisture damage, swelling, brittleness, instability, incorrect installation, or any other prior defect of the floor, furniture, countertop, wall, baseboard, fixture, or other property.
- The client must inform the technician before starting work about any known fragile, damaged, soft, swollen, scratch-sensitive, or otherwise risky flooring, furniture, or other property.
- If a previously hidden damage or defect is discovered during the course of normal work, it is not automatically considered damage caused by the technician.
6. Moving the device
- For repairs, it may be necessary to pull out, tilt, rotate, or otherwise move the device.
- If the floor, furniture, or appliance installation is in such a condition that normal movement of the appliance may cause damage, the technician has the right to refuse to move the appliance.
- If necessary, the client shall arrange for the removal of the device or the creation of access themselves or with the help of a third party.
7. Water supply, taps, hoses and connections
- To perform repair work, it may be necessary to close or open a water tap or valve, and to disconnect or reconnect a water hose, drain hose, siphon, or other existing connection.
- Old, worn, or long-unused taps, valves, seals, hoses, and connections may begin to leak, break, or cease to function properly during normal use.
- The service provider is not liable for a malfunction if it is caused by prior wear and tear, corrosion, calcification, brittleness, damage, or other deficient technical condition of the connection.
- If, for example, an existing water tap starts leaking after normal closing or opening due to its previous condition, this is considered a failure of the existing connection, not automatically damage caused during repair work.
- If the technician identifies a hazardous or defective water connection, they may suspend the work and demand that the defect be remedied before continuing with the repair.
8. Electrical and other technical connections
- If the technician finds that the power socket, electrical wire, connection, piping, or other technical solution is dangerous, defective, or non-standard, they may stop the work.
- The technician is not obligated to continue working in a situation where there is a justified risk of electrical, water, fire, property, or other damage.
- If necessary, the client must have the defect remedied by a specialist in the relevant field before work can continue.
Rusted, seized and brittle parts
- When disassembling an older device, screws, fasteners, hoses, plastic parts, gaskets, and other components may be corroded, brittle, or jammed.
- If such a part breaks during normal and careful disassembly due to its previous condition, it is not automatically considered damage caused by the technician.
- If the risk can be reasonably identified before continuing the work, the technician shall inform the client of this, if possible.
10. Client's consent to continue work with risk
- If the technician has informed the customer of the specific risk of damage or malfunction prior to performing the work, the work may continue with the customer's consent, provided the technician still considers the work to be safe.
- Risk and client consent may be recorded on a work order, in an email, via message, with a photo, or in any other manner that allows for reproduction in writing.
- Client consent to continue work with risk does not release the service provider from liability for damage caused by the culpable or improper actions of the technician.
11. Work documentation
- The service provider has the right to take photographs of the device to be repaired, its connections, and the surrounding work area before starting the work, during the work, and after the completion of the work.
- The purpose of the photos is to document the condition of the equipment and the work area, existing damage, technical deficiencies, the work performed, and circumstances relevant to the resolution of a potential dispute.
- When taking photos, the principle of minimalism is followed, and whenever possible, personal items and individuals unrelated to the work are not included in the photos.
12. Client's presence during work performed at the client's location
- During the repair work, generally the customer or an adult authorized by them must be present at the location where the work is being carried out.
- If the customer or their representative wishes to leave before the work is completed, they must notify the technician.
- The technician has the right to refuse to remain alone on the client's premises and, in such a case, to suspend the work.
- If the technician agrees to continue the work in the absence of the client, the client's departure and the time thereof may be recorded on the work order or in another manner reproducible in writing.
13. Diagnostics and additional faults
- The purpose of diagnostics is to identify the potential cause of a device failure. The exact cause of some failures may only become apparent after the device is disassembled, tested, or a component is replaced.
- Diagnostics is the assessment of the device's condition and the potential cause of the malfunction and is not a promise that the device can be repaired, that the cause of the malfunction will be identified during a single visit, or that no other malfunctions will appear after one malfunction has been eliminated.
- After rectifying one fault, another, previously hidden or independent fault may appear. The service provider is not liable for such an independent fault not caused by the repair work performed.
14. Spare parts
- The price of spare parts is added to the price of the labor, unless otherwise agreed.
- The delivery time for spare parts depends on the supplier or manufacturer. The service provider is not liable for any delay to the extent that it arises from a delivery or circumstance beyond its control.
- The old spare part removed during the repair is returned to the customer upon request, if possible and unless otherwise provided by legislation, warranty terms, or manufacturer requirements. If the customer does not wish to have the old part back, the service provider may dispose of it.
15. Abandoning repairs and stopping work
- The customer has the right to refuse the repair. In such a case, the customer shall pay for the diagnostics performed up to the point of refusal, the call-out fee, the labor and materials used, and the reasonable costs associated with spare parts ordered for the customer to the extent that they cannot be reasonably avoided.
- The technician has the right not to start work or to interrupt it if doing the work is not safe, the necessary access to the equipment is lacking, the existing water or electricity connection is dangerous, the continuation of the work may cause unreasonable damage, or the client does not agree to the necessary additional work or risk.
- If the work is interrupted for a reason arising from the customer or the existing condition of the work site, the diagnostics already performed, call-out, and work are subject to payment in accordance with the price list.
16. Completion of work and inspection
- After the repair is completed, the technician will, if possible, check the normal operation of the device.
- After the work is completed, the client must, if possible, review the result of the work and report any visible damage or other problems at the earliest opportunity.
- A subsequent failure of the device does not automatically mean that the failure was caused by the previous repair work. If necessary, the cause of the failure and its connection to the performed work will be determined.
17. Claims and potential damage
- If the customer finds that damage has occurred during the repair work or the work does not comply with the agreement, they must notify the service provider as soon as possible.
- In the event of potential damage, the customer must, where possible, leave the situation unchanged until the service provider has had a reasonable opportunity to inspect it and document the circumstances, unless immediate action is necessary to prevent the damage from increasing.
- If necessary, the cause of the damage, the previous condition of the property, and the causal link to the work performed are assessed.
- The service provider is liable for damages to the extent that the damage is caused by its action or inaction in accordance with the law.
18. Customer contact details and notices
- The client is responsible for the accuracy of the telephone, e-mail, and address data provided to the service provider and shall notify them of any changes to such data.
- The service provider may use the contact details provided by the client to send notices related to the provision of the service, price confirmations, spare parts information, work organization, and invoices.
19. Final Provisions
- These terms and conditions are not intended to exclude or restrict the statutory rights of the consumer.
- Matters not regulated by the terms and conditions shall be governed by the legal acts of the Republic of Estonia.
- Disputes shall first be resolved through negotiations between the parties.