1. Response times

1) Field service
We make every effort to attend calls received before 5pm providing customer access is available.

2) Non-technical service
Non-technical service e.g. Adjustments, etc. will be charged at the standard rate.

3. Appointments

We will agree a mutually agreeable time slot to visit your home or office. 

4. Spares policy

Flattvrepairs have a stock holding policy for spare parts and components. Where spares have to be ordered, we shall order them on the same day as the diagnosis is made, but in any event no later than the day following. Customers will be advised of any delay due to spares order placement. An effective order progress system is maintained by Flattvrepairs

An effective “work in progress” system is maintained in our service centre and clients will be informed of any repair in progress with an excessive delay.

All components will be at least equal to the original manufacturer’s specification or British standards institute specification, whichever is relevant.


5. Guarantee

Repairs of all products are under guarantee against the recurrence of the same fault for a period of ninety days. A similar fault in the same section of the product during this period will carry a materials charge only. Unrelated repairs will be charged for in full.

Flattvrepairs  ensures adequate protection of products whilst repairs are being carried out.
All administration, invoices and statistics relating to any client will be controlled by our accounts department to whom any query or request for information should be directed.

6. Indemnity and insurance

Flattvrepairs guarantee to indemnify the client and customer against any claims or costs arising out of faulty workmanship on the part of any of their employees.

7. Exceptions

The following items will not normally be covered under the Flattvrepairs guarantee:

  • Spares no longer available
  • Liquid spillage of any kind
  • Wilful or malicious damage
  • Accidents (other than whilst in the company’s possession)
  • Acts of god (lightning, flood, etc.)
  • Intermittences (where a fault has not manifested itself whilst under test and has to be re-worked at a later date)

In addition, where any of the above causes the product to be beyond economical repair, the product will be returned to the point of origin accompanied by a written report showing full details, supported by all available documentation which may have been supplied by the manufacturer or supplier.