Introduction 1.1 By using this website Emergency Solution 24Hour and any telephone line connected to it, you consent to the following terms and conditions. Please read these Terms and Conditions carefully prior to using this service. We recommend that you print and retain a copy of this document for your future reference.
1.2 This agreement governs only your relationship with us. The Terms and Conditions governing the evaluation and completion of repairs are agreed upon between you and the Technician.
We care about your privacy and how we safeguard your personal information. Please refer to our Privacy Policy to understand how we collect and use your personal data and for your data protection rights. Our Privacy Statement can be found on all of our websites.
3.1. We are a digital marketing provider. Locally qualified professionals, such as plumbers, electricians, gas engineers, and locksmiths (collectively referred to as "Technicians"), instruct us to provide repair services, including emergency services.
3.2. Within the scope of our services for Technicians, we:
3.2.1 construct and maintain consumer-facing websites and telephone lines;
3.2.2. receive consumer inquiries and, acting as the Technician's agent, arrange bookings for the Technician to visit your property to assess the required repair works and, if applicable, provide an estimate of the time and cost to complete the repair works; and
3.2.3. monitor the Technician’s performance, receive feedback from consumers and resolve complaints and disputes arising out of repair works.
3.3 We exclusively offer our digital marketing and booking services to Technicians. We do not provide repair services for consumers. By using Instant24's website and telephone lines, you agree that you will never enter into a contract for repair services with Instant24.
3.4 Instant24 operates a pricing structure ("The Technician Tariff") that Technicians must agree to adhere to when signing up for our services. The Technician Tariff provides for the maximum hourly rate which you can be charged by a Technician, and is available on our website.
This is a contract between you and the Technician, with Instant24 acting as the Technician's booking agent. Under the Call-Out Contract, the Technician will visit your location to assess the required repair work and, if applicable, provide you with an estimate for a Repairs Contract, including the estimated number of hours and costs of any additional materials needed to complete the repair work. They will also provide you with their complete Repair Contract terms and conditions. The Call-Out Contract includes one hour of labor, and you are responsible for paying for the Technician's first hour of time regardless of whether you enter into a subsequent Repairs Contract. Before you confirm that you wish to proceed with the Call-Out Contract, we will provide you with the maximum hourly rate in accordance with the Technician Tariff when we speak with you on the phone.
This is a contract between you and the Technician for the completion of repair work. When they visit your property to inspect the works as part of a Call-Out Contract, the Technician will evaluate the required repair work and, if applicable, provide you with a quote for a Repairs Contract along with their full terms and conditions. There is no requirement for you to enter into a Repairs Contract with the Technician. Technicians cannot charge an hourly rate that exceeds the Technician Tariff for the Call-Out Contract, unless you specifically agree to this with the Technician. Instant24 has no role in the Repairs Contract, but for the purposes of ongoing monitoring, we may request feedback on the Technician's performance and investigate any complaints you lodge.
3.6 Detailed descriptions of our services and methods of operation are provided below.
Technicians 4.1. When a Technician wants to sign up for our services, we require specific documentation to verify their identity and credentials.
4.2. We verify the identities and qualifications of all Technicians who sign up for our services by taking the following steps:
4.2.1 A citizen or permanent resident of the United Kingdom;
4.2.2 Qualified to provide the service; and have adequate insurance.
4.3 We are pleased to provide information regarding our Technician verification procedures.
Please be advised that we do not:
Check the bankruptcies of Technicians or Perform a DBS disclosure check on all Technicians.
While we do our best to ensure that the Technicians who visit your home are fully qualified and able to perform the work, we recommend that you ask the Technician for identification documents or details of their professional credentials if you wish to verify their identity or their ability to perform the repairs. Instant24 assumes no liability for the repairs completed by the Technician. At your own risk, you enter into a Call-out Contract and/or Repair Contract.
If you have any concerns about the Technician's suitability to perform the work, please cancel the service and contact us immediately so that we can investigate the situation.
(a) Establishing a Call-Out Agreement
5.2. You access a website that we operate and call us using the number listed there. Then, you call Instant24 Web Advertising LTD and are connected to one of our call centre employees. The call center agent will request your personal information and ask you to describe the repair service you require.
You will be asked to confirm that if a Technician is dispatched to your location, there will be a person aged 18 or older present. Technicians employed by Instant24 are not permitted to enter a property without a person aged 18 or older in attendance.
5.4. When we receive your inquiry, we will search our database to match you with a local Technician in your area. While you are on the phone, we will contact the Technician to determine if they are available to inspect the repair work at your location. In accordance with our Privacy Statement, we will provide the following information about you to the Technician:
5.4.1. Your postcode; and a description of your needs as provided to us by you.
If the Technician is available to inspect the required repair work at your residence, we will provide you with the following information in writing (collectively referred to as the "Call-Out Contract Offer Terms"):
Enter the name of the technician
Provide the maximum hourly rate of the technician, including VAT if applicable
If you agree to a Call-Out Contract with the technician, you must pay for the first hour of labor at a rate that does not exceed the rate set forth in the Technician Tariff, even if you do not agree to a Repairs Contract later.
The technician will provide an estimated time of arrival at your home or business.
If you agree to the Call-Out Contract, the technician will attend your premises and inspect the problem. They will propose an estimate for the necessary repair works and the terms of the Repair Contract.
Any additional information required or deemed appropriate by us will be disclosed.
After receiving this information, you will be given the chance to decide whether you wish to proceed and enter into a Call-Out Contract with the Technician. You are under no obligation to do so. Please be aware that if you agree to proceed, you will enter into a Call-Out Contract with the Technician that includes one hour of labor. Even if you do not sign a Repair Contract, you will be required to pay for at least the first hour of the Technician's time. Instant24 is not a party to the Call-Out Contract and acts as the Technician's agent only.
If you agree to enter into the Call-Out Contract, we will send you a confirmation text message.
You will be responsible for granting access to the Technician to your property. If you need to cancel or reschedule the job for any reason, please speak with the Technician while they are on-site. Please contact us if you wish to reschedule before the Technician arrives.
An adult of 18 years or older must be present at the property for the Technician to complete the work.
When the technician arrives at your property, they will assess the situation and provide you with a written comprehensive estimate for the work, which will include the scope of the work, the estimated cost, and the estimated time required to complete the repairs. If you agree to the estimate, you will be required to sign a Repair Contract with the Technician before any work can commence. The Repair Contract will include the details of the repairs to be carried out, the costs, and any applicable warranties or guarantees. Please note that the Technician's assessment may reveal additional repairs that need to be carried out, and additional costs may be incurred. The Technician will discuss these additional repairs and costs with you before proceeding.
If you agree to the Repair Contract, the Technician will proceed with the repairs as agreed, subject to any necessary permits or authorizations required by law. You will be required to pay the agreed-upon price for the work upon completion, unless otherwise agreed in writing.
You have the right to cancel the Repair Contract at any time before the Technician commences the work. If you cancel the Repair Contract before the Technician commences the work, you will not be required to pay any fees.
If the Technician fails to arrive at your property at the agreed-upon time or fails to complete the work in a timely and professional manner, please contact us immediately. We will work with you and the Technician to resolve any issues and ensure that the work is completed to your satisfaction.
We reserve the right to terminate our agreement with you at any time for any reason, including but not limited to your breach of the terms of the agreement, your failure to pay for services rendered, or your failure to grant access to your property to the Technician.
Thank you for choosing Instant24 for your repair needs. If you have any questions or concerns, please do not hesitate to contact us.