OUR TERMS
1. THESE TERMS
1.1 These are the terms and conditions (Terms) which apply to visits by our technicians to your home or premises to supply maintenance, installation and repair services (the Services) for Franke products (Products). If you wish to purchase any Products for your kitchen or spare parts in relation to those Products (Spares), separate legal terms apply which are available at https://central-servicesuk.co.uk/terms.
1.2 Please read these Terms carefully and make sure you understand them before placing an order for Services. These Terms provide you with information about us and the legal terms and conditions which apply to our supply of the Services.
1.3 We supply Services for Franke Products which are In Warranty and Out Of Warranty. Please see clause 3 below for further details of what constitute In Warranty Products and Out Of Warranty Products.
1.4 These Terms tell you who we are, how we provide our Services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you have any questions or think that there is a mistake in these Terms or require any changes, please contact us to discuss.
1.5 By placing an order for Services with us, you agree to be bound by these Terms and any other document expressly referred to in them. If you do not agree to these Terms, you will not be able to book our Services. We may amend these Terms from time to time. The version of these Terms in force at the time you make a Booking shall apply. These Terms supersede all other terms and conditions we have previously used.
1.6 Nothing in these Terms is intended to limit or restrict your statutory rights as a consumer.
2. INFORMATION ABOUT US AND HOW TO CONTACT US
2.1 We are Franke UK Limited, a company incorporated and registered in Scotland with company number SC126669 and our registered office is at West Carron Works Stenhouse Road, Carron, Falkirk, Scotland, FK2 8DR (Franke).
2.2 You can contact us by telephoning our customer service team at 0161 436 6280 or by emailing us at ks-fieldservice.gb@franke.com or by writing to us at Franke UK Limited, MIOC Suite 1, Styal Road M22 5WB.
2.3 Our Website (www.central-servicesuk.co.uk) sets out information on our installation, maintenance and repair Services and the Spares we have available. Further information on our Products can be found on the main Franke website at www.franke.co.uk (the Franke Site). Please refer to our Website or the Franke Site if you have any queries before you make an appointment for our Services (an Appointment) or you can also call us if you have any questions.
2.4 The easiest way to make an Appointment is by telephoning us or emailing us using the details in clause 2.2.
2.5 Any images, illustrations, descriptions and statements on our Website, the Franke Site and in our other advertising materials are for illustrative purposes only, to give you an approximate idea of our Products, Spares and Services. The Products, Spares and Services we deliver to you may vary slightly from those images and descriptions.
2.6 If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
2.7 Legal proceedings and other documents in any legal action may not be served by email.
3. WARRANTIES AND CHARGEABLE VISITS
3.1 Under our Product terms of sale, some of our Products come with a warranty (Warranty or Warranties). These Warranties vary by product category and the terms of each are stated in our brochure and on the Franke Site, see https://www.franke.com/gb/en/home-solutions/support/warranty.html. If all terms of the Warranty have been adhered to, you may be entitled to repair services free of charge if your Product suffers a defect during a certain period of time known as the Warranty Period (these are In Warranty Products).
3.2 Products are Out Of Warranty where:
(a) the Warranty Period has expired;
(b) the Product was sold without a Warranty;
(c) the Warranty has been invalidated due the occurrence of circumstances specified under the terms of the Warranty (see https://www.franke.com/gb/en/home-solutions/support/warranty.html);
(d) the fault or damage to the Product is not covered by the terms of the Warranty; or
(e) the Product has been installed within a commercial environment (for example, a trade showroom or office block).
3.3 You will be charged for Services and Spares for any Out of Warranty Products.
3.4 Where we install replacement Products and/or parts (Spares) when providing the Services for an In Warranty Product, such replacement Products and/or Spares shall be In Warranty for 12 months or the remainder of the Warranty Period for that Product (whichever is shorter) in accordance with clause 12.5.
3.5 In some limited circumstances, you may be charged a call out fee for our technician to visit your premises and repair your In Warranty Product (a Chargeable Visit), including if your Appointment is cancelled on at least two occasions by you or by us pursuant to clause 8.6 below. We shall inform you if your Appointment for an In Warranty Product is a Chargeable Visit.
4. OUR CONTRACT WITH YOU
4.1 By placing an order for Services, you are making an offer to purchase those Services at the price notified to you at the time you place the order in accordance with these Terms.
4.2 Our acceptance of your order for the Services will take place when we tell you that we are able to provide the Services. We will also confirm this in writing to you, along with the date of your Appointment for the provision of the Services. All orders are subject to our acceptance. Once we issue this written confirmation, a contract will come into existence between you and Franke UK Limited for the provision of the Services which incorporates these Terms. You agree that we may start providing the Services on the date agreed (even if this is within the consumer cooling off period referred to in clause 9.1 below).
4.3 If we are unable to accept your order for Services for Out of Warranty Products, we will inform you of this and, where possible, offer you an alternate Appointment date. If we cannot agree an alternate date or we are otherwise unable to provide the requested Services, we will inform you of this and you will not be required to pay any charges. Where your Products are In Warranty Products, your order will always be accepted and the Services supplied in accordance with the terms of the Warranty, provided the service address falls within our coverage area.
4.4 We only provide our Services in respect of Products which we sell. We only cover certain areas of mainland Britain – please contact us on ks-fieldservice.gb@franke.com for further information on the areas we cover. We can refer you to trusted third party providers who provide similar services if you are located in Northern Ireland or the Republic of Ireland.
4.5 You must be at least 18 years old to make an Appointment with us for the supply of Services.
4.6 Please contact us using the contact details set out in clause 2.2 above if you have not heard from us within three business days of making your Appointment (excluding weekends and public holidays in the United Kingdom) or if you have any queries about your Appointment.
4.7 We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about the Services.
5. YOUR RIGHTS TO MAKE CHANGES
If you wish to make a change to your Appointment (such as the date or time) or request additional Services, please contact us using the contact details set out in clause 2.2 above. We will let you know if the change is possible. If it is possible, we will inform you whether these changes are included within the terms of your Warranty (if Products are In Warranty Products), about any impact on the price of the Services, the timing of supply and any other relevant information as a result of your requested change. Based on this information, we will ask you to confirm whether you wish to go ahead with the change to the scope of the Services. If we cannot make the requested change or the consequences of making the change are unacceptable to you, you may want to cancel the contract in accordance with clauses 9 and 10 below.
6. OUR RIGHTS TO MAKE CHANGES
6.1 We may make minor changes to our Services to reflect changes in relevant laws and regulatory requirements and/or to implement minor technical adjustments and improvements (for example, to address a safety issue). These changes will not affect the overall suitability of the Services. We may need to temporarily suspend the supply of the Services in these circumstances. We will contact you in advance to tell you if we are suspending any of the Services, save in an emergency. If we suspend, or tell you we are going to suspend, the supply of our Services for more than 30 days, you may choose to continue with, or cancel your Appointment and you will not be required to pay the call out fee.
6.2 If we have to make any significant changes to any Services you have booked, we will notify you and you may choose to continue with your Appointment or cancel your Appointment free of charge.
7. TIME FOR PROVIDING THE SERVICES
7.1 We will aim to provide the Services to you on the Appointment date agreed between us and as confirmed in our written acceptance of your order. Any timings shall be estimates only and cannot be guaranteed. Our Services are supplied during our normal business hours which are 9am to 5pm Monday to Thursday and 9am to 4pm on Friday. We may be able to work outside our normal business hours at an additional charge and by prior arrangement with us. Such additional charge for an out of hours Appointment will apply even if your Products are In Warranty Products.
7.2 From time to time we may need to change the date or time of your Appointment and where this is the case, we will notify you as soon as possible (except in a case of emergency) and agree a different Appointment date or time. We will take steps to minimise the effect any delay has on you. We will not incur any liability for the change or delay provided we have complied with this clause.
8. YOUR RESPONSIBILITIES
8.1 We may need certain information from you so that we can supply the Services to you, for example, the address at which the Services are to be provided, any parking restrictions and details of the Products the Services relate to. We will not be responsible for any delay or failure to supply the Services if the delay is caused by your failure to provide us with the information we need within a reasonable time of us asking for it.
8.2 You must ensure that our technician can gain access to your property and has clear and safe access to work on the Product, as described in the Product’s installation instructions and provide us with a supply of mains electricity and water. If we incur additional work or expense as a result of your failure to provide us with clear access, mains electricity and/or water, we may charge you a reasonable amount for the additional work undertaken, or expense incurred, whether the call out is in respect of an In Warranty Product or an Out of Warranty Product.
8.3 If we have asked you for measurements connected to the provision of the Services, you are responsible for making sure those measurements are accurate.
8.4 If you are a (residential or commercial) tenant you may need your landlord’s permission to allow us to carry out the Services at the property. In some instances, such as if the property is a listed building, you may also require planning permission for us to undertake the Services. It is your responsibility to ensure that you have the appropriate permissions, consents and insurances in place for us to carry out the Services at your premises and we accept no responsibility for any failure to do so.
8.5 You must provide adequate parking for the technician and inform us and our technician in advance of the Appointment about anything which may present a hazard or danger to anyone carrying out the Services at the property.
8.6 We reserve the right to cancel or abort an Appointment to provide the Services, and at our discretion terminate the contract, in the event:
(a) legal parking is not available;
(b) our technician is unable to obtain clear and safe access to the property or Product;
(c) you unreasonably obstruct or otherwise impede our ability to provide the Services in accordance with these Terms; or
(d) we have reason to believe that the safety of our technician is compromised in any way.
Where the Appointment relates to an Out of Warranty Product or a Chargeable Visit, we shall be entitled to charge you for the call out fee and retain any amount that you have paid in advance if the Appointment is cancelled or aborted for a reason listed above.
8.7 Where a cancelled or aborted Appointment relates to an In Warranty Product, no fee will be payable and we will aim to re-perform the Services on another occasion agreed with you. If however, on a further attempt to perform the Services we are forced to cancel or abort the Appointment again for one of the reasons set out in clause 8.6 above, any further Appointments will be deemed a Chargeable Visit and a call out fee would be charged.
9. CHARGEABLE FIELD SERVICE VISITS - YOUR RIGHTS TO END THE CONTRACT AND CANCEL THE SERVICES
9.1 If you are an individual consumer residing within mainland Britain and you have made an Appointment for the supply of Services via email or over the telephone, you may have a legal right to change your mind and cancel the Appointment free of charge within 14 days of the date on which we confirm your Appointment (the cooling off period).
9.2 However, if you agree to book an Appointment which is scheduled during the cooling off period, you agree we can perform the Services during this period, that you will pay for such Services (for Out Of Warranty Products and Chargeable Visits) and you will lose your right to cancel during the cooling off period. Once we have performed the Services, you will no longer be entitled to change your mind or receive a refund, save in accordance with the provisions below.
9.3 In addition to your legal rights as a consumer, we offer all our customers (both consumers and trade customers) the right to cancel an Appointment free of charge and to end their contract with us, up to four working days before the date of the Appointment (weekends and public holidays in the UK not included). You can also amend the Appointment date up to four working days before the scheduled Appointment without charge (but the new date and time shall be subject to our availability). If you want to cancel or amend, please contact us using the details in clause 10 below.
9.4 If you cancel or ask to change the Appointment three or fewer working days before the date of your Appointment, for Out of Warranty Products and Chargeable Visits, we are entitled to charge you (or retain where you have paid in advance):
(a) 50% of the initial call out fee if you cancel the Services with at least one working day‘s notice (but fewer than four); or
(b) 100% of the initial call out fee if you cancel the Services with less than one working day’s notice (eg on the day of the Appointment or on the weekend before an Appointment scheduled on the Monday).
This means that to avoid incurring a charge you must cancel at the latest on the Tuesday before for an appointment on the following Monday and by the Monday before for an appointment on the following Friday (assuming no public holidays fall on those days). The cancellation charge will apply even if you are a consumer cancelling during the cooling off period.
9.5 The charges in clause 9.4 shall not apply if you are cancelling the Services fewer than four working days before your Appointment (but before the Services have been provided) for a reason set out in clauses 9.5(a) to 9.5(d) below. In these circumstances, your contract will end immediately and there will be no cancellation charge. The relevant reasons are:
(a) we have told you about an upcoming change to the Services or these Terms which you do not agree to;
(b) we have told you about an error in the price or description of the Services you have ordered and you do not wish to proceed;
(c) there is a risk that the Services might be significantly delayed (due to our fault or an event outside our control which is not your fault as per clause 15); or
(d) you have the legal right to end the contract because of something we have done wrong.
9.6 We offer no guarantee or assurances that our technicians will be able to resolve the defect with the Product as part of the Services at all or on the day of your Appointment (whether or not your Product is In Warranty). Where the Product is Out of Warranty, you may be required to purchase Spares or a replacement Product and/or further Services in order to resolve the defect. If this is the case, you will still be required to pay the call out fee for the Services and no refund will be due if you decide not to proceed with the remedial work or replacement.
9.7 If you cancel your Appointment for In Warranty Products less than one working day before the scheduled Appointment and you do this more than once, we shall be entitled to charge you for any future Appointments (even for an In Warranty Product) as a Chargeable Visit.
9.8 The “Maintenance Service” is a chargeable yearly service package offered by Franke in addition to any standard Warranty or chargeable service calls outlined in this document. The Maintenance Service Package includes the following:
(a) yearly visit by a Franke technician;
(b) fitting of replacement filter relevant to the system;
(c) checking of PRV and M-box (where applicable);
(d) servicing the tap including replacing O-rings, valves and aerator when required;
(e) health check of the boiling water tank;
(f) checking of water pressure and overall installation;
(g) one additional free of charge visit to replace the boiling and/or mixer valve yearly if required.
In addition to the above, customers that have taken out the Maintenance Service receive unlimited call outs at a preferential rate. Full details can be found via the following link: https://central-servicesuk.co.uk/maintenance.
10. HOW TO END THE CONTRACT / CANCEL THE SERVICES WITH US (INCLUDING IF YOU HAVE CHANGED YOUR MIND)
To end the contract with us, please let us know by doing one of the following:
(a) email us at ks-fieldservice.gb@franke.com; or
(b) write to us at Franke UK Limited, MIOC Suite 1, Styal Road, M22 5WB.
Please provide your name, home address, details of the order and Product, the Services requested, your order number and your phone number.
11. OUR RIGHTS TO END THE CONTRACT AND CANCEL THE SERVICES
11.1 We may cancel your Appointment for any reason and we will notify you in writing if we do so. Other than where we cancel the Services for a reason set out in clause 11.2, we will reimburse you for any Services you have paid for but not received, including any initial call out fee paid in respect of such Services, unless we are able to reschedule your Appointment with your agreement.
11.2 We may end the contract for Services at any time by writing to you if:
(a) you do not make any payment to us when it is due and you still do not make payment at least four working days before the scheduled Appointment if requested;
(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Services, for example, the address at which the Services are to be provided;
(c) you do not, within a reasonable time, allow us access to your premises to supply the Services;
(d) one of the situations set out in clause 8.6 arises; or
(e) you otherwise fail to comply with these Terms in a material way.
In such circumstances, we shall be entitled to charge you 50-100% of the call out fee (or retain that amount where you have paid in advance) in accordance with clause 9.4, depending on the date of cancellation. This is without prejudice to any other legal right or remedy which may be available to us, including our right to seek compensation or damages for breach of contract.
11.3 Even if we delay in taking action to enforce this contract, we can still enforce it later. We might not immediately take action against you for breach of these Terms, but that does not mean we are prevented from doing so later.
12. OUR GUARANTEE AND YOUR RIGHTS
12.1 If you have any questions or complaints about the Services, please contact us. You can contact our customer service team using the details in clause 2.2.
12.2 If you are a consumer residing in the United Kingdom, you have legal rights if the Services we provide do not meet certain standards. We honour our legal duty under the Consumer Rights Act 2015 to provide you with the Services with reasonable care and skill. If we fail to do this, you can ask us to repeat or fix the Service, or you may be entitled to a partial refund if we are unable to fix it. These legal rights are subject to certain exceptions. For more detailed information, please visit the Citizens Advice website at www.citizensadvice.org.uk or on 03454 040506.
12.3 We offer the following goodwill guarantee to all customers (both consumers and trade customers) in respect of the Services which is in addition to the legal rights offered to consumers as set out in clause 12.2 above. In the unlikely event that our Services are not performed with reasonable care and skill:
(a) if re-performance of the Services is impossible or cannot be done within a reasonable time or without significant inconvenience to you, we will refund the price you have paid for the Services;
(b) in all other circumstances we will use every effort to re-perform the Services free of charge, without significant inconvenience to you, as soon as we reasonably can, and in any event within four weeks. If we fail to re-perform the Services by this deadline we will refund any costs you have paid for the defective Services.
12.4 All labour provided whilst performing the Services under this contract is guaranteed for 90 calendar days from the date of completion of the Services, provided that our guarantee will not apply where any faults or damage to the Products during this period are caused by accidental or wilful damage, misuse, mishandling, alteration or neglect of the Products or materials (otherwise than by Franke authorised personnel) or as a result of fair wear and tear.
12.5 Any Spares or replacement Products supplied during the Services provided by our technicians during a call for an In Warranty Product are guaranteed for one calendar year against defective workmanship and components, or the remainder of the Warranty Period for that Product (whichever is the shorter).
12.6 Any replacement Products and Spares supplied during a call for an Out of Warranty Product are subject to the standard Warranty terms for that Product which can be found at https://www.franke.com/gb/en/home-solutions/support/warranty.html.
In Warranty Products
13.1 Where the Services ordered relate to an In Warranty Product, there will be no initial call out fee and no charge for Services or any replacement Products or Spares supplied. If the relevant Services, replacement Products and/or Spares are not covered by the relevant warranty, then you will be charged in accordance with clause 13.2 below. We will inform you if any charges are due.
Out Of Warranty Products (Chargeable Services)
13.2 Where the Services relate to an Out of Warranty Product you will be required to pay:
(a) our standard initial call out fee at the then applicable rate or the applicable charge for the Maintenance Services package (if you wish to purchase this, in accordance with clause 9.8); plus
(b) the charges for the Services rendered (comprising the cost of time spent by the technician if the call-out takes longer than one hour) and any Spares or replacement Products required.
You will also be required to pay the standard call out fee at the applicable rate if you book a Chargeable Visit.
We may require a deposit from you in advance of booking the Appointment. We shall advise you at the time of booking if a deposit is required and the amount. Otherwise, full payment will be required on the day (including for any Spares or replacement Products).
We accept payment by most major credit and debit cards. Payment in advance can be made via a secure payment link which we will send to you at the appropriate time. Payment on the day with our service technician will be via a handheld payment terminal or over the phone using your credit or debit card. We do not accept cash or cheque.
13.3 The prices of our Services and initial call out fees are displayed on our Website in pounds sterling and will be further brought to your attention during the order process. Should the price of a particular Service not appear on our Website it shall be confirmed to you in writing in advance of the Services being supplied.
13.4 Our prices are inclusive of VAT. If the rate of VAT changes between the date you order the Services and the date we supply the Services, we will adjust the rate of VAT that you pay, unless you have already paid for the Services in full before the change in the rate of VAT takes effect.
13.5 We may change our prices from time to time. These changes will not affect the price of any Appointment that you have already made and we have confirmed (except where the VAT has changed as per clause 13.4).
13.6 We take all reasonable care to ensure that the prices of our Services on our Website are correct at the time that you make an Appointment. However, it is always possible that despite our best efforts, some of our Services may be incorrectly priced. If we discover before the date of your Appointment that:
(a) the correct price is less than the price we stated when you made your Appointment, we will charge you the lower amount and (where you have paid in advance) refund to you the difference between the amount paid by you and the correct price of the Services; or
(b) the correct price is higher than the price we stated when you made your Appointment, we will contact you to inform you of this error and we will give you the option of confirming you wish to continue with your Appointment at the correct higher price or cancelling your Appointment in accordance with clause 9.5(b).
13.7 At the Appointment for an Out of Warranty Product, our technician will examine and assess the Product and provide you with a quotation for Services to install, repair or maintain the Product. This quotation will be based on the time that they expect to spend performing the Services and the cost of any parts required. After the technician has given you the quotation it will be your decision whether you want the technician to carry on and perform the installation, repair or maintenance Services. The call out fee shall remain due and payable in full if you decide not to proceed with the Services. If, whilst performing the Services, it becomes apparent to the technician that the Product will take longer to repair or maintain or require further Spares and thus involve further cost to you, they will inform you immediately, explaining the reasons for the further costs and ask you to approve such costs before they are incurred. All Spares purchased during an Appointment shall be subject to our terms of sale available here Terms & Conditions
13.8 If, in the reasonable view of our technician, your Product is beyond economical repair, the technician will inform you of this and advise you accordingly about the suitable options available to you. All Products purchased by you shall be subject to our terms of sale, see our website for more information: Home
13.9 Unless we require a deposit in advance, payment for the call out fee, for the Maintenance Services package (if purchased) and any additional Services will be taken on site by our technician via debit or credit card during your Appointment. Payments may take two to three business days to process. Please note that we do not accept payment by American Express. You can request an electronic invoice and receipt for payment from us after payment has been made. Orders for replacement Products and Spares can be placed via our Website or on the phone.
13.10 If you do not make payment in accordance with this clause 13 when due, we may charge our costs of recovering the money and interest to you on the overdue amount at a rate of up to 4% a year above the base lending rate of the Bank of England. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. Where you dispute the invoice in good faith, interest will not be applied on the overdue amount until such dispute is resolved whereby interest shall be payable from the date on which the dispute was resolved until the date of actual payment of the outstanding amount. You must pay the interest together with any overdue amount.
13.11 If you are due a refund in accordance with these Terms, we will issue such refund as soon as possible and in any event within 14 days of cancellation of your contract or notification that a refund is due in accordance with these Terms. We will issue the refund to your original payment method. We do not charge a fee for refunds. If we have properly performed part, but not all, of the Services, we shall refund you a proportionate amount depending on the value of the Services already supplied.
13.12 If you think you have been charged the wrong amount, please contact us promptly using the contact details set out in clause 10 above.
Removal/Disposal of Products
13.13 Any Products or Spares which have been uninstalled or replaced during an Appointment will be left at your premises. Should you require our technician to dispose of these, an additional charge will be applicable (even for in Warranty Products).
14. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
14.1 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is unexpected or not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
14.2 We will not be responsible for any loss or damage which is caused by an event outside our control (see clause 15 below) nor for something that was avoidable, meaning you could have avoided that loss or damage by taking reasonable action (such as following our reasonable instructions).
14.3 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability to consumers for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; or any matter for which we may not exclude or limit our liability under the Consumer Rights Act 2015 or the Consumer Protection Act 1987 or any other applicable law.
14.4 If we cause damage to your residential property whilst providing Services to you as a consumer (other than unavoidable damage to your Products to complete the Services), we will make good such damage. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the Services nor are we responsible for any cleaning. If damage is caused to your property to complete a repair, we will fill any holes and leave the surface level, but will not replace the original surface or construction. Any redecoration or further repair of damage that may be needed following our Services is your responsibility, unless we have been negligent. We shall not be liable for any damage to commercial premises caused whilst providing Services to trade customers.
14.5 We shall have no liability whatsoever to you for any bank, card or other financial charges you may incur as a result of us attempting to take payment from an authorised payment method where you have insufficient funds.
14.6 If you are a business or trade customer (and not a consumer purchasing for your own personal use) we shall not be liable to you, whether in contract, tort (including negligence), for breach of statutory duty, misrepresentation, restitution or otherwise, for any loss of profit, business or opportunity nor for any indirect or consequential loss arising under, out of or in connection with any contract between us and our total aggregate liability to you for all claims arising under, out of or in connection with any contract between us, whether in contract, tort (including negligence), for breach of statutory duty, misrepresentation, restitution or otherwise, shall be limited to the total sums actually paid by you for Services under such contract.
15. EVENTS OUTSIDE OUR CONTROL
15.1 If our supply of the Services is delayed by an event outside of our control (for example, but not limited to, any strikes, riots, terrorist attacks, war, fire, explosion, storm, flood, earthquake, epidemic or other natural disaster, failure of telecommunications networks, transport networks or utility providers, amongst others), we will contact you as soon as possible to let you know and we will do what we can to reduce the delay.
15.2 As long as we do this, we will not be responsible for the delay and we will not be required to compensate you for the delay.
15.3 If your Appointment has to be rescheduled as a result of an event outside of our control, you may contact us to end the contract in accordance with clause 9 and (provided you are not at fault and no Services have been provided) you will not be charged for the call out fee (and will receive a refund for any Services that you have paid for in advance but have not received). Please use our contact details set out in clause 10 above.
16. YOUR PERSONAL INFORMATION
16.1 We use your personal data in accordance with our Privacy Policy and Cookies Policy available here https://www.franke.com/gb/en/group/privacy_policy.html. Your use of our Website and the Franke Site is governed by applicable law and or Website Terms of Service https://www.franke.com/gb/en/group/legal-documents/website-terms-of-use.html. Please take the time to read these documents as they include important terms which apply to you.
16.2 If you have any queries concerning the use of your personal data, please contact us using the contact details set out in clause 2 above. Please note that we are unlikely to be able to discuss with you the personal data of other individuals with you.
17. OTHER IMPORTANT TERMS
17.1 We may transfer our rights and obligations under these terms to another organisation. In particular, whilst we endeavour to provide a Franke UK technician to perform the Services, we reserve the right to engage a suitably qualified third party subcontractor to perform the Services under this contract.
17.2 You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. However, you may transfer the benefit of our goodwill guarantee (see clause 12) and Product Warranty to a person who acquires your Product or, any item or property in respect of which we have provided the Services. We may require the person to whom the guarantee or Warranty is transferred to provide reasonable evidence that they are now the owner of the relevant Product or property, for example by production of an itemised receipt detailing that the Product was purchased and the date of the purchase. For the avoidance of doubt, purchasing a property where a Product is installed does not constitute automatic transfer of a Warranty and we still require proof of the original purchase of the Product.
17.3 This contract is between you and Franke UK Limited. No other person shall have any rights to enforce any of its terms, except as explained in clause 17.2 in respect of our goodwill guarantee or Warranty. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
17.4 Each of the clauses of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining clauses will remain in full force and effect.
17.5 If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you fail to make a payment when due and we do not chase you, we can still require you to make the payment at a later date.
17.6 These Terms are governed by English law and wherever you live, you can bring claims against us in the English courts. If you live in Scotland, Wales, Northern Ireland or the Republic of Ireland and we supply Services to you there, you can also bring claims against us in the courts of that country.
Last updated: February 2026