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Terms & Conditions

Booking and Cancellation Terms & Conditions

These Booking and Cancellation Terms and Conditions (the Terms and Conditions) apply when you make an appointment (call out) for an engineer’s visit for investigation/repair with Smart Britannia LTD. By submitting a booking online and/or confirming an appointment reservation with us via phone call, email or via website enquiry, you agree to these Terms and Conditions.

1. Booking process

We accept booking enquiries through a variety of channels, including telephone, online booking, email, also enquiries made through our website. As part of our booking process:

1.1. if you are a private client, booking the call out of your behalf, we will:

  • ask you to confirm your preferred date / time for your appointment and your contact details;

  • ask you to confirm the address of the property, where the appointment should take place;

  • ask you some questions about the issues you are having with the equipment, system, etc.;

  • provide you with an estimated cost of the appointment;

  • ask you for a pre-payment of the call out fee.

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1.2. if you are a managing agent, that Smart Britannia Ltd has worked with before on few occasions and/or has current maintenance contract, we will:

  • ask you to confirm your preferred date / time for the appointment and your (or the end client’s) contact details;

  • ask you to confirm the address of the property, where the appointment should take place;

  • ask you some questions about the issues you (or the end client) are having with the equipment, system, etc.;

  • provide you with an estimate cost of the appointment;

  • ask you to provide the Works Order/Purchase Order for the estimate cost PRIOR to the appointment.

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1.3. if you are a managing agent, that Smart Britannia Ltd has not worked with before on continues bases and/or has no current maintenance contract, we will:

  • ask you to confirm your preferred date / time for the appointment and your (or the end client’s) contact details;

  • ask you to confirm the address of the property, where the appointment should take place;

  • ask you some questions about the issues you (or the end client) are having with the equipment, system, etc.;

  • provide you with an estimate cost of the appointment;

  • ask you for a pre-payment of the call out fee.

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Your appointment reservation will only be confirmed once these steps have been completed and/or you receive an email confirmation and/or calendar booking invite. If you make a booking enquiry via our website, we may contact you by phone to complete the above steps with you.

2. Pre-payment

When the appointment is booked by a private client or a new managing agent to us, we will require an upfront payment for the call out. We will confirm the amount of the prepayment at the time of confirming your appointment reservation. The prepayment amount covers the expected cost of the service provided during the visit. This includes investigation and/or repair, where a repair is possible and/or reasonable to expect. If further works are recommended, such as, but not exhaustive of, replacing hardware, programming, additional hardware installation, need for a different specialist, we will provide you with an estimate after the visit, to cover the recommended works. The prepayment is non-refundable if the resolution of the reported issue has not been reached on that same occasion. The prepayment is non refundable in any other circumstances then in those stated in paragraph 3 of these Terms and Conditions.

3. Re-scheduling, cancellations and refunds of prepayments

3.1 Re-scheduling

When you book an appointment, we reserve that date and time specifically for you and we arrange for the relevant specialist engineer and resources to be available at that date and time. This makes it difficult for us to re-schedule appointments on short notice.

You may re-schedule your appointment by contacting us at least two (2) business days prior to your appointment. We will do our best to re-schedule your appointment to the next suitable date and time, but please note that this is subject to the availability of our engineers and the needs of our other clients.

If you provide us with less than two (2) business days’ notice, we will treat this as a cancellation of your current booking and we will retain the prepayment that you have paid or will invoice for the full amount on the Works order/Purchase order (for existing Managing Agent clients).

You may ask us to book a new appointment for you, but you will need to pay a new full call out fee on the same prepayment bases or a new Works Order/Purchase Order will have to be raised.

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3.2. Cancellations by you or cases, where no access is provided

​We do not provide a refund of the prepayment or raise an invoice with the issues Works Order/Purchase Order if you cancel or fail to provide access to the property on the agreed date and time.

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3.3. Cancellation by us

​If your appointment is cancelled by us for any reason, we will provide you with the option to:

  • re-book the appointment (instead of receiving a refund); or

  • cancel the appointment and receive a full refund of the prepayment.

This does not affect your Statutory Rights.

4. Privacy 

We collect certain personal information during the booking process to process your booking enquiry and manage your appointment. This includes the information that you provide in your initial booking enquiry, and any information that we collect during the booking. If you are providing any personal information about another person, you must have their prior consent to do so. We use this information to reserve appointment and provide with the service you have asked us to provide you with.

Information about your booking (including payment information) will be handled by our administrative staff and only the absolutely necessary information will be passed to engineers. Our Privacy Policy is available at www.smartbritannia.co.uk.

5. Changes to these Terms and Conditions 

This document was last updated on 17-01-2024

We may vary these Terms and Conditions from time to time by publishing an updated version on our website. The updated version will apply to all booking enquiries made after the date on which the updated version is published on our website. Once you have confirmed your appointment reservation, we recommend that you take a copy of these Terms and Conditions for your records.

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