Terms of business
Dear customer, in accordance with consumer legislation, we are required to inform you of the following before a service visit.
Basic price
The price for service and repair is a minimum of DKK 1,195 incl. VAT for a service inspection of 1 product, including up to 20 minutes of work per product + any time beyond the 20 minutes, and this includes the technician’s preparation of the service on your product. Any additional time will be invoiced at DKK 275 incl. VAT per quarter of an hour or part thereof, plus any spare parts used, parking charges* and consumables.
Time is counted from arrival at the address until the technician closes your case and leaves.
Cost estimate
The technician will gladly prepare a cost estimate if you wish to consider the matter, in which case you pay only our basic charge of DKK 1,195, regardless of how long the technician has spent; should you then choose to proceed on the basis of the estimate, you will not pay the basic charge again.
The cost estimate you have received includes the DKK 1,195 and the time spent on the first visit, and the price is valid for 3 months. The total price you are given is subject to +/-10%.
We reserve the right to correct errors, price changes and any errors in spare-part information.
Sale of appliance cleaner
During the visit, the technician will offer you guidance on and use of our appliance cleaner, which can be purchased and paid for at the visit.
Workshop repairs, larger appliances
When an appliance is handed in to the workshop, a start-up fee of DKK 600 incl. VAT is payable, which will be deducted from the final repair cost.
You pay DKK 275 incl. VAT per quarter of an hour or part thereof, plus any spare parts used and consumables.
Appliances are stored for a maximum of 3 months, during which time you will be contacted regularly.
Appliances can be collected for a surcharge of DKK 1,195 incl. VAT.
Workshop repairs, coffee machines
Having your coffee machine inspected and diagnosed, followed by a cost estimate, is free of charge.
The cost estimate is subject to +/-10%.
For a small surcharge of DKK 500 incl. VAT, we can collect your coffee machine.
Appliances are stored for a maximum of 3 months, during which time you will be contacted regularly.
Surcharge for gas cookers and gas hobs
For all types of repair, service, inspection and cost estimate on gas cookers, gas hobs and gas pizza ovens, a gas surcharge of DKK 500 incl. VAT applies, regardless of whether any work is carried out on the gas installation or whether the product is otherwise repaired.
Products under 2 years old: right of complaint
If the service is covered by the statutory right of complaint, the visit is free of charge to you.
This is, however, subject to a valid proof of purchase being presented to the technician no later than at the visit.
Exceptions: see also below under “Service not covered by the right of complaint but still under 2 years”.
Service not covered by the right of complaint but still under 2 years
If the service is not covered by your ordinary 2-year right of complaint due to, for example, a defective water tap, incorrect connection, limescale build-up, failure to clean filters, removal of bra underwires, the product being used by several households, housing associations, commercial use, or where the technician finds no fault, or failure to present any of the following: proof of purchase, supplementary insurance, Quality certificate, 5-year guarantees etc., a minimum of DKK 1,195 incl. VAT will be invoiced + any spare parts used, parking charges* and consumables.
If you have extended warranties
You must, no later than at the visit, present all valid documentation in the form of a proof of purchase showing the extended warranty, a Quality certificate or a warranty certificate issued by the importer or the shop. If this is not presented at the latest at the visit, you will be invoiced the full amount. If it is presented or sent subsequently, DKK 250 incl. VAT will be added for amending the invoice.
If you are a tenant
If you are a tenant and do not own your appliances, the service inspection must be ordered by the property company, the landlord or the caretaker. Otherwise, you will have to pay yourself. They can send us an email with their written consent.
What is not covered by the right of complaint
Please note that if the service inspection is not covered by the right of complaint, or if the complaint is subsequently not approved by the importer (see also above under “Service not covered by the right of complaint but still under 2 years”), a minimum of DKK 1,195 incl. VAT will be invoiced for the service inspection and up to 20 minutes of work, including the technician’s preparation of the service on your product. Any additional time will be invoiced at DKK 275 incl. VAT per quarter of an hour or part thereof, plus spare parts used and consumables.
Reservation regarding ceramic hobs and their repair
Ceramic hobs set into the worktop carry a significant risk of cracking or chipping when lifted out. This may be due to external causes such as scratches in the hob and small stones or foreign objects under the edge of the glass, and the hob may be damaged when lifted out, however careful we are. We accept no liability for any damage to the glass and refer the customer to their own glass damage insurance.
Several products repaired on the same day
Where several products with the same invoice payer, at the same address, are serviced on the same day, a reduced basic fee of DKK 795 incl. VAT is payable per additional product + any extra time, spare parts and consumables.
The discount cannot be combined with other discounts.
Professional products
The basic price is DKK 1,200 including up to 20 min. of work, thereafter DKK 600 per half hour or part thereof + any spare parts used and consumables. The amounts are exclusive of 25% VAT.
Gas cookers and gas hobs
If you have a fault on a gas product that is not covered by the right of complaint, is gas-related, and is due to a user or installation error, please be aware that our authorised plumbing and gas technician may not leave the product without having resolved the problem, regardless of who is to pay. Very strict rules apply for your safety and that of others. In the worst case, if you do not wish to have the repair carried out, the technician will have to shut off the gas and report your product or installation as faulty to the gas safety authority, with the risk of the meter being sealed. If the product is less than 2 years old and the fault is a manufacturing defect, the service inspection will be free of charge.
Damage in connection with service
Any damage must be reported to us within 8 days.
Warranty
We provide a 2-year warranty on all repairs paid for by the customer. *
*Exceptions to the warranty, see below:
The warranty does not cover plastic parts, light sources, rubber seals, oven seals, handles, glass, glass shelves, ceramic hobs and ordinary wear and tear, e.g. worn motor brushes, nor damage caused by limescale or power surges, rust, corrosion or water damage, nor intentional or accidental damage caused by failure to follow the operating instructions. Where the importer provides a warranty or right of complaint. The warranty does not cover household products used commercially or by several households (e.g. communal laundry rooms, shared housing and communal buildings). No warranty is provided where the importer grants goodwill or partial goodwill.
Parking charges
*If parking charges apply in the area where you live, these will be added to your invoice.
Payment on completion of the work
Payment is made net in cash at the end of the visit, and the technician accepts cash, MobilePay and various cards: Dankort, Mastercard, Visa, Visa Electron and foreign credit cards. If an invoice is to be sent, a fee of DKK 125 incl. VAT will apply.
Commercial use
If you have bought a household product and it is used commercially, there is no right of complaint; however, certain importers provide a commissioning warranty from connection for up to 12 months.
No one at home
If no one is at home despite an appointment, a minimum of DKK 1,195 incl. VAT will be invoiced.
You have been informed of our agreed time by email and SMS, sent to you as confirmation of the service booking you have made.
Cancellation of service
Should you no longer require our assistance, please contact us no later than the day before the visit on telephone 43626633. You are also welcome to email tekniker@hvidevareservice.nu, in which case it is acceptable for us to receive it no later than 7.00 on the same day – remember to state your 7-digit case number – so that we can still change the technician’s route. If the service is cancelled after 8.00 on the day, DKK 495 incl. VAT will be invoiced.
Transport damage
If your product is damaged on unpacking, you must complain immediately, and within 8 days, to the shop where you bought the product. Damage reported too late will be rejected by the importer. Damage where you transported the product home yourself is not covered by the importer. Do not unpack the product if there is visible damage to it. All packaging must be kept, and you must photograph the damage and send pictures of the damage and the proof of purchase to the importer as agreed with the shop.
Should we call before the visit
Please be aware that if a call before the visit has been agreed and the phone is repeatedly not answered, and the office tries one final time, the technician will drive to the address, and if no one is at home you will be invoiced DKK 1,195 incl. VAT for a wasted visit.
Credit costs
A fee of DKK 125 incl. VAT will be added if payment is not made to the technician at the visit, unless otherwise agreed or the technician is unsure who is paying, in which case no credit costs are charged.
Reminder fee
If you have not paid your invoice on time, we will send a reminder immediately after the due date and you will be charged a reminder fee. Further reminders are then sent at intervals of at least 10 days, and the 3rd reminder gives notice of debt collection within 10 days. The entire claim will then, without further notice, be transferred to a debt-collection lawyer, with the associated costs added.
Debt collection
Once your case has been passed to our debt-collection firm, the case must be settled through the lawyer, with the associated costs added. Enquiries should be made to Rick Inkasso, and you can write to them at rykker@hvidevareservice.nu stating your case number.
Invoicing
If you wish a case to be re-invoiced to a new payer, a re-invoicing fee of DKK 250 incl. VAT is payable.
Working environment
Out of consideration for the technician’s health and applicable working environment regulations, we ask you to ensure that there is free access to the product to be repaired and that, if necessary, it has been pulled out.
It is fine for someone to help the technician with pulling out, lifting up and taking down.
Tumble dryers must, if necessary, be taken down, panels in front of dishwashers must be removed, built-in and stacked products must be pulled out, etc.
The technician brings various aids, such as a table for tumble dryers and ovens.
If the technician is unable to repair your product because of the above and has to leave without being able to access the product, you will be invoiced DKK 1,195 incl. VAT.
Satisfaction survey
After the visit, we will follow up on your experience through Trustpilot and hope you will take the time to write a few words about us.
Privacy policy
Din Hvidevare Service ApS understands and respects the importance of privacy on the internet. Din Hvidevare Service ApS will not disclose information about customers/users to third parties unless this is necessary to carry out a transaction. Din Hvidevare Service ApS will not sell your name, address, email address, credit card or personal data to any third party without your prior permission.
Kind regards
Din Hvidevare Service ApS
Tel. 43626633
Mågevej 26
2650 Hvidovre
CVR no. 19003892
