Help
Questions, answered
If what you need is not here, get in touch and we will help.
How do I book an engineer?
Choose the service you need and answer a few short questions about the job. We show you the price, you pick an arrival window that suits you, and you secure the appointment with a deposit. You will get a confirmation by email and text.
How much is the deposit?
The deposit is £10. It is not an extra charge — it comes off your final bill. The balance is normally paid by bank transfer once the work is done.
Do you charge a call-out fee?
No. There is no call-out fee.
Will the price change once the engineer arrives?
The price you see is based on the information you give us when booking. If the engineer finds that additional work or materials are needed, they will explain the extra cost and get your agreement before carrying on. Nothing is added without you agreeing to it first.
Do you offer emergency call-outs?
Yes. Ring us and we will tell you what we can do and when someone can be with you — we would rather give you a straight answer on the phone than advertise a response time we cannot always meet. If your situation is dangerous — for example you smell gas — contact the relevant emergency service first, not us.
What if I need to cancel or rearrange?
You can rearrange or cancel using the link in your confirmation. Cancel with at least 24 hours notice and your deposit is refunded. With less notice than that, the deposit is normally not refundable.
What if you need to cancel my appointment?
If we have to cancel or move your appointment, you choose: a full refund of your deposit, or we move the deposit across to another appointment.
Is your work guaranteed?
Yes. Our workmanship is guaranteed for 12 months.
Do you cover my area?
We cover London. Enter your postcode when you book and we will confirm we can reach you before you pay anything. If online booking is not available where you are, we will say so and point you to another way to get in touch.
Do I need to create an account?
No. You can book without setting up an account or choosing a password. We only ask for the details we need to do the job and keep you updated.
How do I pay?
The deposit is paid online by card when you book. Card details are handled by our payment provider and are never stored by us. The remaining balance is normally paid by bank transfer once the work is finished.
Why are you asking me to upload a photo?
It is optional, and it helps. A photo of the problem often lets the engineer arrive with the right parts, which means fewer return visits.