Top Freeze
Terms & Conditions
About Us
Top Freeze Ltd, trading as Top Freeze (referred to as “we”, “us”, or “our”), is a company registered in England and Wales under company number 10555251. Our registered office is at 46 Plashet Road, London, E13 0PU, England. We provide domestic appliance repairs, appliance sales, and property maintenance services across London and the surrounding areas.
Contract Formation & Bookings
A contract is formed when we accept your booking and confirm an appointment.
Bookings may be made by phone, online, or in writing. You must be at least 18 years old and authorised to instruct work at the property.
You are responsible for providing accurate appliance details, fault descriptions, and access information. Incorrect or incomplete information may result in additional charges or rescheduling.
We reserve the right to refuse or cancel a booking where:
- The work presents a safety risk
- The issue falls outside our scope of service
- Access or site conditions are unsuitable
Appointments, Attendance & Access
Appointments are scheduled within time windows which will be advised to you at the time of booking. Arrival times are estimates only and delays do not constitute a breach of contract.
You must:
- Provide safe and unobstructed access
- Ensure utilities are available
- Secure pets and maintain a safe working area
- Ensure appliances are accessible and, where required, disconnected
If no one is present or access cannot be gained, the visit remains chargeable.
Service Charge (Call-Out Fee)
A service charge applies to all visits and covers attendance and diagnosis.
The service charge is payable regardless of outcome, including where:
- No fault is found
- The appliance is beyond repair
- You choose not to proceed
Call out fees may be requested in advance.
Diagnosis, Estimates & Authorisation
All quotations are subject to inspection and may be revised after diagnosis.
Any additional work will be quoted for approval before proceeding. Quotes remain valid for 30 days unless stated otherwise.
Instruction to proceed constitutes acceptance of costs.
Payments
Payment is due immediately upon completion unless agreed otherwise in writing.
Full payment for spare parts is required upfront before any parts are ordered. Parts will not be ordered or supplied until payment has been received.
We accept card, bank transfer, or cash. Deposits may be required.
Failure to pay may result in administrative fees, suspension of services, or debt recovery action.
Appliance Sales
We sell new appliances supplied with a manufacturer’s warranty.
If an appliance develops a fault, you must contact the manufacturer directly. Top Freeze is not responsible for registering manufacturer warranties. In some cases, our invoice may be used as proof of purchase for warranty purposes.
Returns
- Returns accepted within 14 days only if unused, uninstalled, and in original packaging
- Refunds may be reduced to cover delivery, collection, or handling costs
- Installed or used appliances cannot be returned as they are not resalable
Delivery dates are estimates and subject to supplier availability. Faults or damage must be reported within 48 hours.
This does not affect your statutory rights where goods are faulty or misdescribed
Spare Parts
We supply genuine and compatible parts from approved suppliers.
We require full appliance rating plate details (model, serial, product codes). Without these, we may be unable to proceed and the service charge remains non-refundable.
All parts orders are final once placed. Special-order parts require advance payment and are non-refundable unless faulty.
We do not price-match parts.
Customer-supplied parts are fitted at your risk and carry no warranty.
Fitted parts are non-refundable unless faulty or misdiagnosed.
Repairs, Warranty & Repair Guarantee
New Appliances
New appliances are covered solely by the manufacturer’s warranty.
Repair Warranty
Repairs include a 90-day warranty on the original fault only.
This does not cover:
- New faults
- Unrelated faults
- Intermittent or developing faults
Important Notice on Future Faults
After a repair, we cannot guarantee other faults will not develop, even shortly after. Other failing components may show similar symptoms to the original fault.
Repair Guarantee
If a revisit confirms the issue relates to our previous repair, it will be corrected free of charge.
If the issue is a new or unrelated fault, or the appliance is working correctly, a new service charge applies.
We reserve the right to charge the original payment method for revisits relating to new faults.
Repairs Excluded from Guarantee
- Blockage removals
- Refrigeration re-gassing or compressor work
- Customer-supplied parts
- Domestic appliances used commercially
Limited 90-Day Coverage Parts
- Oven / hob elements
- Washing machine & dishwasher elements
- Dishwasher heat pumps
- Microwave magnetrons
Parts Excluded from Guarantee
- Door components
- Seals and gaskets
- Belts, pulleys
- Cosmetic parts
- Bulbs & LEDs
- Shelves & baskets
- Motor brushes
- Foreign-object pump damage
- PCBs & electronic modules
- Drum bearings and tanks
- Refrigeration re-gassing
Guarantee Void If
- Misuse, neglect, or accidental damage
- Third-party repairs
- Not used per manufacturer instructions
- Normal wear and tear
We must be given the chance to inspect before third-party involvement. We do not reimburse third-party costs.
Refrigeration Re-Gassing
Re-gassing carries no guarantee due to inaccessible pipework and potential unseen leaks.
Fix a Fault to Find a Fault
Some faults must be fixed before others can be identified, especially with PCBs.
If further faults appear after replacing a part, additional quotes will be provided.
Fitted parts are non-returnable unless faulty or misdiagnosed.
Installation, Accessibility & Damage
We are not responsible for damage to cabinetry, flooring, or finishes required to gain access.
If an appliance cannot be safely removed, you may be asked to arrange removal. Re-attendance will not incur additional labour, but the service charge remains payable.
Reporting Damage
Any damage complaint must be made to the engineer while they are on-site.
It is your responsibility to inspect the surrounding area after the work is completed.
We cannot accept any damage claim after the engineer has left. This is because customers may:
- a) Request appliancesremainout for cleaning
b) Move appliances themselves
c) Adjust positioning after refitting
Gas & Refrigeration Work
Gas work is carried out only by qualified engineers.
Sealed system and refrigerant work cannot be guaranteed.
Cancellations & Rescheduling
24 hours’ notice required.
Late cancellations and missed appointments may be charged in full. Special-order parts remain chargeable.
Customer Conduct
Zero tolerance applies to abusive or unsafe behaviour. Work may be terminated without refund.
Refund Policy
Any agreed refund will be returned to the original payment card within 14 working days.
For BACS or cash payments, refunds will be made via BACS. We require:
- Bank Account Name
- Sort Code
- Account Number
Liability
Our liability is limited to the amount paid for the relevant service or part.
We do not provide compensation, goodwill payments, or consequential reimbursements of any kind.
We are not liable for:
- Loss of profit
- Food spoilage
- Indirect or consequential loss
- Pre-existing faults
Nothing excludes liability for death or injury caused by negligence.
Delays Outside Our Control
Sometimes events occur that are outside our control and may affect attendance or completion of work. These include severe weather, traffic incidents, power cuts, supplier delays, or access restrictions.
In these situations, we will not be liable for delays or non-attendance and will rearrange the visit as soon as reasonably possible.
Data Protection
Top Freeze complies with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
We collect and process personal data only where necessary to provide our services. This may include, but is not limited to:
- Customer names, addresses, telephone numbers, and email addresses
- Appliance details, model numbers, serial numbers, and fault descriptions
- Booking, payment, and service history information
Personal data is used solely for:
- Booking and carrying out repairs, sales, installations, and maintenance
- Communicating with customers regarding appointments, invoices, warranties, and aftercare
- Legal, accounting, and regulatory purposes where required
We do not sell or share personal data with third parties for marketing purposes. Data may be shared only where necessary to fulfil the service (for example, with parts suppliers, manufacturers for warranty purposes, or payment processors).
Personal data is stored securely and retained only for as long as reasonably necessary in accordance with legal and business requirements.
Customers have the right to request access to, correction of, or deletion of their personal data, subject to legal obligations.
Complaints & Disputes
Complaints must be in writing and sent to info@topfreeze.co.uk. We aim to resolve fairly and will respond to all complaints within 7 working days.
Both parties agree to attempt resolution before escalation.
Governing Law
Governed by the laws of England and Wales. Jurisdiction: London courts.
Business Clients (B2B)
Business Clients
This section applies to letting agents, property managers, insurers, housing associations, and commercial clients. Consumer regulations may not apply.
The instructing party is the contracting party and remains responsible for payment.
Letting Agents & Tenanted Properties
Where a letting agent instructs work, the contract is between Top Freeze and the agent, not the landlord.
Letting agents/ property managers confirm they have authority and accept full responsibility for costs. Landlord and agencies disputes do not affect any of our invoices.
Tenant phone confirmation is sufficient to confirm an engineer’s visit. Missed tenant access is chargeable to the agent.
Insurance Instructions
Where instructed by insurers, the insurer is the contracting party unless agreed otherwise. If a claim is declined, the instructing party remains liable.
B2B Invoicing & Payment Terms
Invoices are payable within 30 days unless agreed otherwise.
Late payments may incur statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998 and may result in service suspension or debt recovery.