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Terms and conditions

Business Working Hours

 Our offices are open Monday to Friday 9am to 5pm* in which we have an experienced team of Service Support Assistants waiting to help you either by telephone, email or fax.   

We promise to ensure that should you leave a message on our 24 hour telephone answering service, or send us an email or fax, that we will return your call or correspondence within twenty four hours of receipt of the next working day.* 

*excluding public holidays or closure due to unforeseen circumstances.

 

Terms of Contract  

 

We would strongly request that you please read the terms and conditions of sale including the returns and refunds policy so that you clearly understand these before entering into a contract of sale as we want you to be totally satisfied with our service.   Once we have received your request for order and total payment for the goods and/or services we will send you a copy of your invoice detailing your complete order and this will form part of the legally binding Contract between us.  HTA Ltd works in accordance with English laws and legislation, and governing regulations and are therefore governed by the English courts and judiciary system.

 Charges 

A call out fee which covers up to the first hours labour on site is £96 including VAT. Any additional hours labour are charged at an ongoing rate of £78 including VAT. These charges are payable on the day of the technicians visit along with the cost of any parts used that are not covered under a recognised Manufacturers warranty.

  Payments can be made by cash or cheque and handed to the technician, or a card payment can be telephoned through to the main office of HTA. All payments are due on the day of the appointment.  We aim to make all repairs on the day of  our first visit but sometimes this is not always possible for various reasons such as but not limited to the following:

  • more work than first anticipated or advised,
  • more faults are found that were not originally reported and so the job requires more time and costs for additional parts.
  • if parts are required that we do not have in stock at the time of the visit and so need to be ordered causing the job to be rebooked for an additional appointment to complete the works.

you will be notified of any other costs involved prior to work commencing so that you can make an informed decision as to whether you wish to proceed with further remedial works.  The technician will advise you as to any of the above on the day of his visit. If you are not available then we will notify you at the earliest opportunity.

Revisit/Rebook

If you wish to proceed with a revisit/rebook then any time not utilised from up to the 1 hour booked on the original visit/booking will be carried forward to your revisit/rebook provided that full payment of the £96 has been received.

e.g. Technician is on site for 15 mins and finds that a revisit/rebook is required so the 45 minutes not utilised on the original visit is then carried forward to the revisit/rebook provided that the payment of the original call out of £96 has been paid in full.

This applies to ongoing jobs only and does not apply to new unrelated faults that may develop following a repair or a service. 

Parts

Our technicians carry as many parts as possible on their vehicles and will stock any parts felt necessary prior to attending to a scheduled visit on site that they envisage will be required. However, as this is on the basis of the fault description provided, occasionally other parts may be required and a revisit/rebook may be required.  Please see Revisit/Rebook above.  If a part is not available in stock and has to be ordered in from our supplier then we will advise you of this as soon as possible and provide you with an estimated date of arrival and costs if applicable. Once the part is received we will book an appointment for you for the earliest available date.   

Copyright 

All text design, format and images as displayed or utilized by Hot Tub Assist Ltd either within their website or email promotions or literature are the original property Hot Tub Assist Ltd (HTA) and HTA will take appropriate legal action where necessary of any theft or infringement of this copyright, unless prior permission is requested and provided by HTA Ltd. 

Complaints 

HTA Ltd promises to do its best to provide you with the service that you expect. However, we appreciate that sometimes things do not always go to plan and we therefore welcome the opportunity to listen and learn from such instances.  So, if you should have a genuine grievance about our services or one of our products then we want to know about it and would ask that you firstly bring it to our attention either by telephoning us outlining the details and providing a brief description, and if necessary, we may ask you to follow this up in writing in order that we can provide you with the time and care needed to deal with this effectively and appropriately for you.  

Third Parties 

Hot Tub Assist Ltd is an authorised agent of Watkins Manufacturing and are the elected delivery, installation and service provider of Watkins Distribution UK Ltd. the HotSpring UK dealer and distributor. 

HTA Ltd can only take responsibility for employees of Hot Tub Assist Ltd and are happy to advise that they are covered by their own public and employee liability insurance. Unfortunately we cannot accept responsibility for anything stated by another party either on our behalf or in relation to any products or goods that we retail and this should be interpreted as a variation of our Terms and Conditions.