1. Scope of service
1.1 These Terms & Conditions apply to all appliance repair services provided by Encore Service, including dishwashers, washing machines, and other household appliances.
1.2 By booking a service, the customer agrees to these Terms & Conditions.
1.3 Encore Service may update these Terms & Conditions at any time.
2. Call-out fees & service charges
2.1 A call-out and diagnostic fee is payable when the technician attends the property.
2.2 If a repair is completed during the visit, the call-out fee is included in the total repair cost.
2.3 If the same issue reoccurs within 7 days, Encore Service will return with no call-out fee.
2.4 After 7 days, standard call-out rates apply.
2.5 A minimum labour charge applies to all repair work unless otherwise stated.
3. Parts & warranty
3.1 All parts supplied and installed by Encore Service include a 1-year parts warranty.
3.2 The parts warranty covers defects in the part only and excludes:
- Misuse or user damage
- Power surges, flooding, pests, or external factors
- Issues unrelated to the replaced part
3.3 Labour associated with replacing or assessing a warranty part may be chargeable.
3.4 Customer-supplied parts: Encore Service does not install or warrant customer-provided parts. Any installation involving customer-supplied parts is performed entirely at the customer’s risk.
4. Workmanship warranty
4.1 All labour performed by Encore Service carries a 30-day workmanship warranty.
4.2 This warranty applies only to the specific work completed and does not cover new or unrelated faults.
4.3 Warranty is void if the appliance is tampered with, modified, or serviced by a third party after our repair.
5. Appliance age, condition & manufacturer support
5.1 Older, discontinued, or heavily worn appliances may not be repairable or may fail after repair due to age-related deterioration.
5.2 Encore Service is not liable for additional faults that arise after repairing an aged or unsupported appliance.
5.3 If the appliance is deemed beyond economical repair, the call-out/diagnostic fee still applies.
6. Liability & access
6.1 Dishwashers and washing machines may need to be removed from cabinets or tight spaces for diagnosis or repair.
6.2 Once the customer gives verbal or written consent, they accept that Encore Service is not liable for any damage caused while accessing, removing, or reinstalling the appliance.
6.3 This includes, but is not limited to:
- Cabinet damage
- Flooring marks or scratches
- Tile or benchtop damage
- Water leaks from pre-existing issues, e.g. plumbing
6.4 Technicians will take reasonable care, but restricted access can make incidental damage unavoidable.
6.5 Encore Service is not liable for indirect or consequential loss, including water damage, food spoilage, loss of income, or property damage resulting from appliance failure.
7. Technician safety & risk assessment
7.1 Technician safety is a priority.
7.2 A technician may refuse or terminate the job if the environment or appliance presents an unsafe risk.
7.3 Unsafe conditions include, but are not limited to:
- Water on the floor or active leaks
- Exposed wiring or unsafe electrical setups
- Pests inside or around the appliance
- Mould, sewage, or hazardous contamination
- Insufficient space to safely move or handle the appliance
7.4 If work cannot proceed due to safety concerns, 50% of the call-out/diagnostic fee still applies.
7.5 The customer must correct the safety issue before rebooking. A return visit for the same paused job will be charged at 50% of the call-out fee.
8. Customer responsibilities
8.1 The customer must ensure safe, unobstructed access to the appliance.
8.2 The customer must disclose any known issues, previous repairs, or installation concerns.
8.3 Electricity, water, and drainage must be available for testing.
8.4 Encore Service is not responsible for delays or misdiagnosis caused by incomplete or incorrect information provided by the customer.
9. Inability to test
9.1 If power, water, drainage, or ventilation is unavailable, Encore Service cannot guarantee diagnosis accuracy.
9.2 A return visit due to inability to test will incur additional charges.
10. Contaminated or unhygienic environments
10.1 Encore Service may refuse service if the appliance or surrounding area is contaminated with hazardous substances, including bodily fluids, mould, pests, or waste.
10.2 The standard call-out fee still applies.
11. Diagnosis & non-repair visits
11.1 A diagnosis does not guarantee that a repair can be completed during the visit.
11.2 If parts must be ordered, a separate booking will be arranged.
11.3 If no fault is found, the call-out/diagnostic fee still applies.
11.4 If the appliance is beyond economical repair, the call-out/diagnostic fee still applies.
12. Supplier delays & parts availability
12.1 Encore Service is not responsible for delays caused by suppliers, shipping, backorders, or discontinued parts.
12.2 Estimated repair times are indicative only.
13. Cancellation & rescheduling
13.1 Cancellations or rescheduling within 24 hours of the booking time may incur a fee equal to 50% of the call-out/diagnostic fee.
13.2 If the technician arrives and access is not available, the full call-out fee applies.
14. Parking, access & additional charges
14.1 Any parking fees, tolls, or access-related costs required to attend the property will be added to the final invoice.
14.2 The customer must ensure legal and safe parking access for the technician.
15. Customer refusal to follow recommendations
15.1 If the customer declines recommended repairs, parts, or safety actions, Encore Service is not liable for any resulting damage or appliance failure.
16. Documentation, photos & videos
16.1 Technicians may take photos or videos of the appliance, installation, or repair process for documentation, warranty, training, and dispute resolution purposes.
16.2 These materials remain the property of Encore Service.
17. Payment terms
17.1 Call-out fee payment is due immediately upon completion of the service.
17.2 If a part is ordered and exceeds the total quoted repair amount of $100, 20% of the amount is required to be paid upfront to initiate the order. Remaining balance can be paid on completion of repair.
17.3 Warranty or follow-up work may be withheld if any invoices remain unpaid.
17.4 Encore Service is not responsible for insurance claims or excess payments.
18. Force majeure
18.1 Encore Service is not liable for delays or failure to perform services due to events outside its control, including natural disasters, extreme weather, pandemics, supply chain disruptions, or government restrictions.
Acceptance
By booking a service with Encore Service, the customer acknowledges and agrees to these Terms & Conditions.