Operated by LOCAL EMERGENCY FIXERS LTD
(Company No. 16686817)
Registered Office: 20 Wenlock Road, London, England, N1 7GU
1.1 By using this website, our telephone line, or any other means of contact, you agree to these Terms and
Conditions. Please carefully read these Terms and Conditions before using this service.
1.2 This document governs the relationship between you and us only. The terms and conditions on which repairs
are to be assessed and completed are concluded solely between you and the Technician.
2.1 We are 24/7 Best Emergency Services, a digital marketing and booking platform operated by LOCAL EMERGENCY FIXERS LTD, a company incorporated in England and Wales under the registered number:
16686817. Our registered office is: 20 Wenlock Road, N1 7GU London, England. By ‘we’, ‘us’ and ‘our’ we mean
24/7 Best Emergency Services. By ‘you’ we mean the consumer.
3.1 We are a digital marketing and booking intermediary. We connect you with local qualified independent
professionals who carry out repair services, including on an emergency basis, as plumbers, drainage engineers,
electricians, gas engineers and handymen or AC technicians (collectively known as “Technicians”).
3.2 As part of our services to Technicians, we:
3.2.1 Receive enquiries from consumers and, as a booking and marketing intermediary, facilitate the introduction
and booking between the consumer and an independent Technician for the assessment and completion of repair
works required.
3.2.2 Collect consumer feedback, review complaints, and take reasonable administrative steps to address concerns
raised in relation to Technicians introduced through our platform.
3.3 We provide our digital marketing and booking facilitation services exclusively for Technicians. We do not provide
repair services for consumers. By using 24/7 Best Emergency Services’ website and telephone lines, you agree that
you will not, at any point, be entering into a contract with 24/7 Best Emergency Services for repair services.
4.1 When a Technician wishes to sign up to our services through our website www.onsite-technician.com, we
require particular documentation from them, in order for us to administratively verify their identity, professional
credentials, and insurance status.
4.2 24/7 Best Emergency Services does not accept responsibility for repair work carried out by independent
Technicians. If you have any concerns regarding the Technician’s conduct or their ability to perform the work,
please ask them to stop immediately and contact us. We will review the situation and assist you further.
5.1 When we receive your inquiry, we will search our database to match you with a local Technician in your area. To
do this, we will provide the Technician with the following information relating to you:
5.1.a Your full address (property number and street, post town, and the postcode)
5.1.b Your name and telephone number (with your consent)
5.1.c A description of your requirements, as provided by you to us.
5.2 After verifying the Technician closest to the consumer’s address, we will inform you of an estimated time for the
Technician to attend. The time is always an estimate since it depends on the location, time of the call/service
requested (e.g. in rush hours it might take more time for the Technician to attend the property).
5.3 We will always endeavor to ensure the Technicians maintain this schedule and that they attend at the agreed
time. However, 24/7 Best Emergency Services accepts no liability in respect of late attendance at any site, or for the
late/non delivery of any equipment or materials. All times provided by us are estimates only.
5.4 It will be your responsibility to provide the Technician with access to your property. If you seek to reschedule
before the Technician arrives, please contact us.
5.5 While every effort is made to make the scheduled appointment, 24/7 Best Emergency Services cannot
guarantee appointment times due to unforeseen circumstances. Our general estimate is 1 hour response which is
subject to availability at the time of calling and location of job and works needed to be carried out.
5.6 When the Technician arrives at your property, they will assess the situation and, when necessary, provide you
with an estimate for the repair, including the number of hours that they expect the repair work will take and the costs
of any additional materials required to complete the work.
5.7 If you agree to have the repair service and make the booking through our platform, the Technician will come and
start the work straight away after the assessment, unless an alternative time or day is agreed between you and the
Technician.
5.8 We reserve the right to refuse or decline to facilitate a booking or introduction at our discretion. Any decision
to undertake, continue, or refuse repair works at the property rests solely with the independent Technician.
5.9 If the Customer cancels the booking after a Technician has been dispatched or has attended the property, a
cancellation fee equivalent to the agreed call-out fee will be payable. This fee reflects reasonable costs incurred and
will be clearly communicated in advance.
5.10 24/7 Best Emergency Services does not have a role in the repairs work or estimate, although for our ongoing
monitoring purposes, we may ask you for feedback on the performance of the Technician and investigate any
complaints you raise.
5.11 The Technician will provide you with an invoice either immediately after the work has been completed or within
5 business days from the completion of the job.
5.12 You will pay the Technician the full amount at the end of the job in accepted payment methods: cash, bank
transfers or credit/debit cards. (Card payments are only available if the Technician has a card reader).
Rate Guides
You can check the rate guide as a reference of what the independent Technicians on our platform typically charge
for different types of services.
6.1 All charges are subject to VAT (if applicable by the Technicians) at the prevailing rate.
6.2 The call-out fee for emergency cases is agreed in advance and covers attendance only. It does not include
diagnostics, labour, or any additional fees or materials required.
6.3 The Technician will inform you of the estimated labour charges, which may be provided as either a fixed price or
an hourly rate. Once you agree with the Technician to proceed with the job, the first hour is always payable. If the
work requires more than one hour to complete, any additional time will be charged in 30-minute increments. You
can view the rate guide here to get a better understanding of the typical rates technicians apply for different
services.
6.4 You will make payment to the Technician directly in completion of the job. We collect a commission for our
marketing and booking services from the Technician, not from you. In the event there are any issues, we are happy
to handle queries or complaints administratively.
6.5 The Consumer (the direct person who received the service or a third party that called on their behalf) is
responsible for the payment. In case the consumer refuses to pay on completion of the job, the Technician may
pursue recovery of the outstanding amount. Where requested, we may assist administratively by facilitating
communication between the parties.
6.6 We charge a call-out fee, regardless of work carried out, provided it was agreed in advance. If for any reason the
Technician is unable or not allowed to carry out work during attendance due to circumstances beyond the
Technician’s control, the call-out fee would still be payable for attendance, plus the cost of any additional diagnostic,
inspection, labour time, and parts/materials if used (if agreed).
6.7 For larger projects or other standard services, any estimate provided may be revised in the following
circumstances:
6.7.a If after submission of the estimate, the consumer instructs the Technician (whether in writing or orally) to
provide additional works or services not referenced or detailed within the estimate.
6.7.b If following submission of the estimate, there is an increase in the cost of materials to be supplied.
6.7.c If following submission of the estimate, it is discovered further works and services need to be carried out which
had not been anticipated.
6.7.d If following submission of the estimate or works carried out, it is discovered that there was a manifest error
when the estimate was prepared.
6.8 The Technician is not responsible for the removal of any waste materials unless expressly agreed. The
consumer is responsible for the removal of any/all waste materials resulting from the works carried out by the
Technician.
7.1 Any warranty provided by the Technician shall be for labour only. Any parts, equipment or components supplied
will be covered by their respective manufacturer’s warranty. The Technician’s warranty will become null and void if
the work/material completed/supplied is subject to misuse or negligence, or repaired, tampered with or modified by
anyone other than the Technician who attended the job. The Technician and 24/7 Best Emergency Services accept
no liability (or guarantee suitability) for materials supplied by the customer or other third parties, and will not accept
liability for any damage or faults as a result.
7.2 24/7 Best Emergency Services or the Technician are unable to guarantee any work in respect of blockages in
waste and drainage systems.
7.3 Where a previously resolved issue reoccurs within a period of 14 days, the same Technician may be requested
to review the issue. Beyond this timeframe, responsibility for determining cause or liability rests with the Technician.
7.4 Due to the independent subcontractor model, records held by us relate primarily to booking and communication
details rather than technical specifics of the work performed.
7.5 Requests for detailed reports regarding the work should be made promptly following completion of the service to
allow accurate assessment.
8.1 Your views are important to us and help us to ensure that Technicians are offering an excellent service. We do
not seek to work with Technicians that abuse and do not comply with our Terms and Conditions.
8.2 Therefore, in the event you have a complaint about a service that was carried out, or behavior exhibited by a
Technician to whom you were introduced by us, please get in touch with us using the details on the Contact Us
page on our website.
8.3 Please note, however, that Technicians are not employed by 24/7 Best Emergency Services. We will refer all
complaints to the Technicians. This is to ensure the Technician knows the nature of the complaint and so they can
assess their liability. Whilst we will investigate all complaints and seek to mediate between the Technician and the
consumer, we are not a party to any dispute or conflict in relation to the quality of the work or the way it is
completed.
8.4 We will do our best to investigate the work completed and will decide with the consumer and the Technician a
suitable resolution.
9.1 24/7 Best Emergency Services will not hold any responsibility for any damage suffered to a part of any property
where the damage is in whole or in part a consequence of a defect or weakness in that part of the property.
9.2 24/7 Best Emergency Services will not hold responsibility or liability for damage caused whilst investigating and
repairing any plumbing, gas or drainage work, including blockages and/or electrical work. This includes but is not
limited to the removal of bathroom suites, panels or furniture, tiles and tiling, floor coverings (carpet, rugs, laminate,
wood, tiles etc), internal and external walls where pipe work is/has to be routed and other damages as a result, and
damage caused during the removal of electrical fittings, sockets, switches, consumer units, ceiling panels or wall
surfaces to access wiring or electrical components.
9.3 If damage to plaster and brickwork is caused it will be the customer’s responsibility to repair. We cannot accept
responsibility for any damage to wallpaper, paintwork, tiles, carpet, furniture etc. Any silicone work does not carry
any guarantee.
9.4 It is the responsibility of the customer to protect items of furniture, furnishings, fixtures and fittings. The
Technician will make reasonable efforts not to cause damage. It is suggested that the customer removes items that
are considered to be a problem. If items remain within the working area, it is the responsibility of the customer to
cover such items.
9.5 Nothing in these Terms and Conditions excludes or limits any statutory consumer rights you may have
under applicable consumer protection legislation.
10.1 We may monitor and record our calls and emails, so we can assess any areas that we need to improve.
10.2 If calls are monitored, we will comply with all relevant data protection laws regarding the use of such
information.
Contact Us
11.1 You can contact us during business hours via telephone or at any time via email. Please refer to our Contact Us page on our website for full details.
12.1 Please note that we have the right to remove any service on our websites at any time and we may also change
the pricing structure of the services in accordance with any fluctuation in the market.
12.2 We also have the right to change these terms and conditions at any time, for example if we change our
processes or if there are changes to laws or regulations which require us to update them.
12.3 The terms and conditions applied to your use of the service will be those in force at the time you request a
Technician.
12.4 Any illustrations, descriptions, imagery either displayed on the company’s website, in marketing materials (both
offline and online), catalogues, price lists or other are intended merely to present a general idea of works and
services provided by the company. No part of these shall form part of any contract.
These Terms and Conditions are governed by the laws of England and Wales. Consumers may have the right to
use alternative dispute resolution services; further information is available from Trading Standards or Citizens
Advice.
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