Terms & Privacy

Please read our Terms of Service and Privacy Policy carefully before booking a repair.

Last Updated: February 24, 2024

Terms of Service

Welcome to Appliance 911. These Terms of Service ("Terms") govern your use of our website and repair services. By accessing our website or booking a repair, you agree to be bound by these Terms.

1. Service Description

Appliance 911 provides professional appliance repair services across Cape Town and surrounding areas, including but not limited to Sea Point, Camps Bay, Fish Hoek, Noordhoek, Durbanville, Bellville, Table View, and the greater metropolitan area. Our services include diagnosis, repair, and maintenance of household appliances including refrigerators, washing machines, dryers, dishwashers, ovens, electric stoves, gas stoves, cooktops, gas braais, and microwaves.

2. Booking and Appointments

2.1 Scheduling

Appointments can be booked through our website, WhatsApp, or phone. While we strive to accommodate your preferred time slots, all appointments are subject to availability and service area coverage.

2.2 Same-Day Service

Same-day service is available for bookings made before 12:00 PM, subject to technician availability and service area coverage within Cape Town.

2.3 Cancellations

  • Cancellations made more than 24 hours in advance: No charge
  • Cancellations made less than 24 hours in advance: R150 cancellation fee
  • No-shows: Full diagnostic fee (R350) will be charged

3. Pricing and Payment

3.1 Diagnostic Fee

A non-refundable diagnostic fee of R350 applies to all service calls. This fee is waived if you proceed with the repair.

3.2 Repair Quotes

After diagnosis, we provide a detailed quote for parts and labor. No repair work will commence without your explicit approval of the quote.

3.3 Payment Terms

  • Payment is due upon completion of the repair
  • We accept cash, EFT, and credit/debit cards
  • Outstanding payments may result in legal action

4. Warranty

4.1 Repair Warranty

All repairs come with a 2-year warranty on parts and labor. If the same issue recurs within 2 years due to our workmanship or defective parts, we will repair it again at no charge.

4.2 Warranty Exclusions

The warranty does not cover:

  • New, unrelated issues
  • Damage caused by misuse, abuse, or negligence
  • Repairs performed by third parties after our service
  • Cosmetic damage not affecting functionality

5. Customer Responsibilities

You agree to:

  • Provide accurate information about your appliance and the issue
  • Ensure safe access to the appliance for our technicians
  • Have an adult (18+) present during the repair
  • Secure pets and ensure a safe working environment
  • Disclose any previous repair attempts or modifications

6. Limitation of Liability

Appliance 911's liability is limited to the cost of the repair service provided. We are not liable for:

  • Pre-existing damage to your appliance
  • Damage caused by manufacturer defects
  • Consequential damages (e.g., food spoilage, water damage)
  • Loss of use or inconvenience

7. Force Majeure

We are not liable for delays or failures caused by circumstances beyond our reasonable control, including but not limited to severe weather, power outages, traffic conditions, or civil unrest.

8. Governing Law

These Terms are governed by the laws of the Republic of South Africa. Any disputes will be resolved in the courts of Cape Town, Western Cape.

9. Changes to Terms

We reserve the right to modify these Terms at any time. Changes will be effective immediately upon posting to our website. Continued use of our services constitutes acceptance of the updated Terms.

10. Contact

For questions about these Terms, please contact us:

  • Phone: 075 298 5714
  • WhatsApp: 075 298 5714
Last Updated: February 24, 2024

Privacy Policy

Appliance 911 ("we", "us", or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our website and services.

1. Information We Collect

1.1 Personal Information

We may collect personal information that you voluntarily provide to us when you:

  • Book a repair service
  • Contact us via phone, WhatsApp, or email
  • Subscribe to our communications
  • Submit a review or testimonial

This information may include:

  • Name and surname
  • Phone number and email address
  • Physical address and area within Cape Town
  • Appliance details and service history
  • Payment information (processed securely, not stored)

1.2 Automatically Collected Information

When you visit our website, we may automatically collect:

  • IP address and browser type
  • Device information
  • Pages visited and time spent
  • Referring website

2. How We Use Your Information

We use the collected information to:

  • Provide and manage our repair services
  • Communicate with you about appointments and quotes
  • Process payments
  • Send service reminders and follow-ups
  • Improve our website and services
  • Comply with legal obligations

3. Information Sharing

We do not sell or rent your personal information. We may share information with:

  • Service Providers: Payment processors, SMS notification services
  • Legal Requirements: When required by law or to protect our rights
  • Business Transfers: In connection with a merger or sale of assets

4. Data Security

We implement appropriate technical and organizational measures to protect your personal information, including:

  • SSL encryption on our website
  • Secure data storage
  • Access controls and authentication
  • Regular security assessments

5. Your Rights

Under the Protection of Personal Information Act (POPIA), you have the right to:

  • Access your personal information
  • Request correction of inaccurate information
  • Request deletion of your information
  • Object to processing of your information
  • Withdraw consent at any time

To exercise these rights, please contact us using the details below.

6. Data Retention

We retain your personal information for as long as necessary to:

  • Provide our services
  • Comply with legal obligations
  • Resolve disputes
  • Enforce our agreements

Typically, we retain service records for 5 years for warranty and tax purposes.

7. Cookies and Tracking

Our website uses cookies to enhance your experience. You can control cookie settings through your browser preferences. Disabling cookies may affect website functionality.

8. Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices of these websites. We encourage you to read their privacy policies.

9. Children's Privacy

Our services are not intended for individuals under 18. We do not knowingly collect personal information from children.

10. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of significant changes by posting the new policy on our website with an updated date.

11. Contact Us

If you have questions or concerns about this Privacy Policy or our data practices, please contact us:

  • Phone: 075 298 5714
  • Address: Cape Town, Western Cape
  • WhatsApp: 075 298 5714

12. Complaints

If you believe we have violated your privacy rights, you have the right to lodge a complaint with the Information Regulator of South Africa.