Frequently Asked Questions – FAQs
How do I book?
Booking is simple. Select your equipment type, choose your desired time, fill out your contact details, and your callout is logged. Got an emergency or your equipment type not listed? Give us a call on 01920 872580 and our service desk team are on hand to assist.
Got a question? See our FAQs below or ask a question via our live chat.
NOTE the booking system is designed for breakdown & repairs only. For Servicing and Maintenance please click here to contact us.
What does the callout fee include?
The callout fee includes our attendance fee and labour fee to carry out the repair. If no parts, consumables (e.g. refrigerant gas) or return visits are required, this is all you will pay and your appliance is fixed!
If your equipment requires parts or consumables (e.g. refrigerant gas) from our engineer’s van stock to carry out the repair, these will be chargeable. We will assume you are happy for these to be fitted to carry out a first-time fix. If you require a confirmation of the cost, please speak to the engineer before any parts are fitted or consumables used.
If a return visit is required because parts need to be ordered, this will be chargeable (attendance & labour), as will the cost of the parts.
We will always provide a detailed quotation or email confirmation of costs before any further charges or payments are incurred unless you give the go-ahead to the engineer on-site.
Why do I need to provide card details?
You are asked to provide card details as security against your booking, similar to when you check-in to a hotel.
You will only be charged once your callout is confirmed.
Will I be charged straight away?
No, we will only charge the card details provided once your booking is confirmed. We do this because we also take callout bookings by telephone and email and want to ensure we have suitable engineer availability. In most cases your booking will be confirmed within 60 minutes.
Will my card details be kept on file?
Following your booking, your card details will be kept on file via a secure payment gateway. These card details will be charged once the booking is confirmed. We may also charge the card for any parts or additional labour required to carry out a repair.
Why do your prices vary?
Prices will vary depending on a few factors. The first is the average time it will take to repair your equipment, so you can be confident we have allowed enough time and you will not be charged any additional costs for the initial attendance. The second is based on peak and off-peak periods which is based on engineer demand.
Our peak and off-peak periods are as follows:
Peak: 05:00 – 08:00 and 18:00 – 20:00
Off-Peak: 08:00 – 10:00 and 16:00 – 18:00
Super Off-Peak: 10:00 – 16:00
What if my equipment cannot be repaired?
Our engineers have a first-time fix rate of 89%, so we are confident that we will be able to repair your equipment. If we cannot, we offer our Callout Guarantee for piece of mind. Click here to find out more.
I need an urgent repair, quicker than your online availability. What should I do?
If your required attendance time is not shown, please contact us on 01920 872580 and we will confirm our soonest engineer availability for your equipment type.
My equipment type is not listed. What should I do?
Please call us on 01920 872580 to discuss your equipment and repair. We will then advise on our callout cost and engineer availability to carry out the repair.
Will it always be a CaterKit engineer that attends?
Where possible it will be a CaterKit engineer that attends your callout or an engineer from our group of companies.
On occasion, based on demand or location we may use a trusted sub-contractor to attend on our behalf.
All sub-contracted engineers will have the required experience and certification (e.g. Gas Safe).
If you require a CaterKit engineer to attend, please contact us before making a booking.
Can I amend my booking?
Yes, simply log back into your account within the booking system to amend your booking. Please note you can only make changes up to 24-hours before the booking.
For example, if the booking start time is 9am Tuesday, 24 hours before means that the booking can be changed up to 8.59am Monday. For any other changes, please contact us.
Can I cancel my booking?
Yes, you can cancel your booking up to 2-hours before the booking however please note there will be a 50% cancellation fee.
Simply log back into your account to cancel the booking or contact us.
Can I make more than one booking at the same time?
Yes! The booking system has “cart” functionality, so you can make as many bookings as you require.
Please note that it may be more cost-effective to contact us if you have multiple breakdowns or faults. Please ring us to discuss on 01920 872580.
I would like to arrange a service or equipment maintenance check. Can I do this online?
Our booking system is designed purely for breakdowns and repairs of equipment. If you would like to arrange a service or maintenance check, please contact us.
I have another question; how can I get in touch?
If you have any other questions please click here to contact us.