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IOLEC - EMERGENCY SERVICE TERMS & CONDITIONS

Emergency Service Terms & Conditions

 

Last Updated: 02/09/2025

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These Terms & Conditions apply to all emergency electrical service bookings made with IOLEC via our website, booking form, phone, or other official channels.

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1. Emergency Booking Deposit

To confirm your emergency service booking, a £60 deposit is required upfront. This deposit:

  • Secures your priority emergency attendance

  • Contributes toward the call-out fee and initial labour

  • Is credited against your final invoice

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Important: No engineer will be dispatched until the deposit is received. Your booking is not confirmed until payment is processed.

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2. Emergency Service Rates

Emergency call out rates vary depending on the time of service:

  • Weekdays (8:00am – 6:00pm): £120

  • Evenings (6:00pm – 10:00pm): £150

  • Nights (10:00pm – 8:00am), Weekends & Bank Holidays: £225

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The £60 deposit is applied toward the final amount. If your call out falls into a higher rate bracket, the balance will be invoiced after the visit.

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3. Scope of Service & Time-Based Charging

The deposit includes:

  • Attendance by a qualified electrician

  • Call out fee

  • Labour up to the first hour (depending on the rate band)

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Additional labour is charged in 15-minute increments, rounded up, to ensure accuracy and fairness.

Examples:

  • A 1hr 20min visit = 1 hour + 2 x 15-minute blocks

  • A 2hr 05min visit = 2 hours + 1 x 15-minute block

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This allows for precise billing that reflects the true duration of the service provided.

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4. Additional Costs

The following may also be added to your final invoice:

  • Labour exceeding the first hour

  • Parts and materials required for the repair

  • Parking fees, permits or congestion charges incurred while attending

  • Return visits, if follow up work is required

  • Waiting time, where a technician is delayed due to access or client readiness (billed in 15-minute increments)

 

All costs will be itemised and clearly explained on your invoice.

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5. Parking, Access & Permits

It is the client’s responsibility to:

  • Provide safe, legal access to the property

  • Ensure a responsible adult (18+) is present on site

  • Notify us of any parking restrictions or permit requirements

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Parking tickets, permit costs, or congestion charges will be added to the invoice at cost. If access is delayed or restricted, this time may be billable.

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6. Payment & Direct Debit Agreement

The £60 deposit is taken via GoCardless, which also sets up a Direct Debit to securely collect any remaining balance after the visit.

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Key points:

  • A full invoice will be sent prior to any additional payment being collected.

  • No unauthorised charges will ever be taken.

  • This process ensures fast, seamless service without delays or manual invoicing.

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Full payment of the remaining balance is due immediately upon completion of the work. Non-payment may result in additional fees or recovery action.

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7. Cancellation & Refund Policy

Deposits are non-refundable, except under the following conditions:

  • IOLEC cancels your appointment.

  • Duplicate payment was made.

  • You cancel with at least 2 hours notice and no engineer has been dispatched.

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Other refund requests may be considered on a case by case basis at IOLEC's sole discretion.

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8. Booking Confirmation & Response Times

Bookings are confirmed only once payment is received.

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We strive for rapid emergency attendance but actual response time may depend on:

  • Engineer availability

  • Traffic and road conditions

  • Location of property

  • Severity of the issue

  • Health and safety risks

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While we prioritise urgent calls, arrival times are not guaranteed.

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9. Limitation of Liability

While we aim to resolve emergencies on the first visit, IOLEC cannot guarantee that all faults can be fully repaired on the spot.

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We are not liable for:

  • Pre-existing faults, non-compliant wiring or unsafe systems

  • Indirect or consequential losses

  • Delays caused by weather, access restrictions, or force majeure

  • Incomplete work caused by unsafe conditions or withheld information

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Our liability is strictly limited to the value of services provided during the visit. Our electricians adhere to strict professional standards, but liability is limited to the services actually rendered.

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10. Governing Law

These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

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11. Contact Us

If you have any questions about these terms or your emergency booking please contact us at:

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📞 Emergency Line: 0796 123 50 50

📧 Email: info@iolec.com

🌐 Website: www.iolec.com

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IOLEC Limited

Unit 58 Wimbledon Stadium Business Centre.

Riverside Road,

London,

SW17 0BA

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