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Repair Terms & Conditions

  1. Hard Surface Heroes makes every effort to closely match the colour, shape, and finish of every repair, within certain limitations. The client acknowledges and accepts that the item was already damaged, and as such, Hard Surface Heroes assumes no responsibility or liability to replace damaged items with new ones if a repair is unsuccessful or unsatisfactory to the client.
  2. Hard Surface Heroes payment terms are as follows: A £50 deposit is payable by all customers via the website with the remaining balance payable by cash, card or bank transfer immediately after the repair has been completed and prior to our technicians leaving the address.
  3. A call-out fee of £75.00 will be charged for cancellations made within 24 hours of the scheduled repair date. This is in addition to the £50 deposit already paid. This is classed as a “non-visit”
  4. If access to the address to complete the repair is not possible on the scheduled day, it will be considered a "non-visit," and a call-out fee of £75.00 will be charged as per schedule 3 above.
  5. If the client provides paint or specialist coatings that do not match the existing ones, or if the details provided about the required paint are incorrect and prevent the job from proceeding, a call-out fee of £75.00 will be charged as per schedule 3 above. Hard Surface Heroes can match colours to most colour ranges upon request prior to arrival with advanced notice.
  6. All quotations are based on the information and photographs provided by the client. If, upon arrival, we find that the damage is more extensive than described, our technician has the right to leave, and the visit will be classed as a “non-visit” and a fee will be charged as per point 3 above.
  7. The Warranty period for defects is 24 months from the completion of each item repaired, unless otherwise agreed in writing by both parties before work begins.
  8. Our Warranty Policy can be found upon or website.
  9. If scaffolding or Towers are required to complete the repair then this is the responsibility of those booking the repair unless otherwise agreed in writing before the work begins. Additional charges will apply for any access equipment provided by us.
  10. Hard Surface Heroes takes no responsibility for any damage unless the damage is of a direct result of our technicians. Surrounding areas will be protected during the repair and removed after. Please see schedule 12 also.
  11. Delays to work that are beyond Hard Surface Heroes control (excluding weather) but are caused by others may incur additional charges.
  12. Repairs may involve covering surrounding areas using tape. Although the tape we use is mild in terms of stickiness occasionally it may damage the area once taken off. As this is part of the repair process, any damage resulting from it is not the responsibility of Hard Surface Heroes and liability will rest with the customer.
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