Fixed price repair terms and conditions
1. APPLICATION OF THESE CONDITIONS
a. These terms and conditions (“Terms”) apply to the provision of fixed price repair services (“Services” or “Fixed Price Repair”) by Electrolux Vietnam Ltd. (“Electrolux”, “us” or “we”) from 19 July 2023 (“Effective Date”). Electrolux Vietnam Ltd is registered in Vietnam under the enterprise code no. 0100831110 with its registered office at 1st & 15th Floor, Geleximco Building, number 36 Hoang Cau, O Cho Dua Ward, Dong Da District, Hanoi. Electrolux’s VAT registration number for is 0100831110.
b. Updates to the Terms are accessible at https://www.electrolux.vn/en-vn/support/fixed-price-repair-services-terms-and-conditions , terms of use regarding the use of http://www.electrolux.vn/ (“Website”) and privacy regulations (including Electrolux’s privacy policy) are accessible at https://www.electrolux.vn/en-vn/data-protection-policy/.
c. These Terms are publicised on https://www.electrolux.vn/en-vn/support/fixed-price-repair-services-terms-and-conditions. You will be asked to confirm the acceptance of these Terms upon placing an order.
d. You accept and agree to be bound by these Terms by placing an order for Services:
i. on the Website under acceptance of these Terms by ticking the confirmation box as part of the check-out process (i.e., by clicking “place order”); or
ii. via a call to our Contact Centre. In case an order of Services is made via our Contact Centre, Electrolux shall clearly state its identity, registered address, and the purpose of the conversation.
As a condition for accepting and processing any Service order that is not made through the Website (e.g., through the Contact Centre), Electrolux will provide you with a copy of these Terms in one of the following forms:
- A soft copy of the Terms will be sent to your indicated email address;
- A hard copy of the Terms will be provided for your signing on the date of the Service provision; or
- A hard copy of the Terms will be mailed to your indicated postal address with a confirmation of the order.
Please note that your Service order can only be processed after we have received your confirmation or acceptance of the Terms via the Website, respective email (e.g., by ticking the provided confirmation box), or signature on the provided hard copy of the Terms.
e. Please read these Terms carefully and make sure that you understand them before ordering any Services.
f. We reserve the right to amend the Terms at any time without notice. Such change however will have no effect on orders for Services that were submitted prior to the date that such amended Terms are posted on the Website.
2. PRICES & PAYMENT
a.The prices of the Services will be as quoted on the Website or by our Contact Centre agent over the telephone from time to time (“Fixed Price”).
b. Where an engineer or technician is dispatched to come to you, you will be charged a fee of VND 221,400 (“Call Out Fee” or “Inspection Fee”).
c. The Fixed Price and Call Out Fee or Inspection Fee includes VAT (where applicable) at the rate chargeable in Vietnam.
d. If the appliance to be repaired is located outside a 120km radius from our closest authorised service centre, you will have to pay us a transport fee of VND 270,000 (“Transport Fee”) in addition to the Fixed Price and the Call Out Fee or Inspection Fee (where applicable).
e. The Service fee shall include the Fixed Price, Call Out Fee or Inspection Fee (as applicable), Additional Fees (if applicable) and any Transportation Fee (“Service Fee”). The Service Fee should be paid in advance to the provision of the Service (“Prepayment”). Alternatively, you can opt for cash-on-delivery payment to the Electrolux staff (or contractor) that performs the Service (“COD Payment”).
f. You must pay the Service Fee, Fixed Price, Call Out Fee(s) or Inspection Fee(s), Additional Fees and/or any Transportation Fee agreed by you via the Website, email or other form of written confirmation. Failure to pay the Service Fee, Fixed Price, Call Out Fee(s) or Inspection Fee(s), Additional Fees or Transportation Fee shall constitute a serious breach of these Terms by you and entitles Electrolux to terminate the contractual relationship with you immediately.
3. CAN I CANCEL MY REPAIR?
a. If you contact us at least one (1) working day before the day of appointment for the Services, you will receive a full refund for any prepayment relating to the Services.
b. If you contact us on the day itself before the engineer or technician visits you, you will receive a refund of the Fixed Price minus the Inspection Fee (if prepaid). If you have not prepaid the Fixed Price via our Website, you will be liable to pay the Call Out Fee or Inspection Fee to us by cash on-site, telegraphic transfer or any other payment methods accepted by Electrolux.
4. WHAT IS INCLUDED IN A FIXED PRICE REPAIR?
The scope of the Services rendered for the Fixed Price includes the following:
i. repair of the reported fault, at the time of booking, for a single domestic appliance; and
ii. the costs of necessary labour and parts, up to a maximum of a two (2) times multiple of the Fixed Price.
You shall be liable to pay Electrolux for any additional costs of labour and parts that exceed a two (2) times multiple of the Fixed Price by cash, telegraphic transfer or any other payment methods accepted by Electrolux (“Additional Fees”).
b. The following items are not covered by the scope of the Services (and Call Out Fee or Inspection Fee, Additional Fees or Transportation Fee, where applicable):
i. repairs following an insect or vermin infestation, unless an authorised pest control organisation certifies that the appliance is safe to repair;
ii. repairs during which the engineer or technician deems the appliance unsafe to repair, due to reasons including, but not limited to, fire, flooding or an electrical malfunction;
iii. repairs of any additional faults of the same appliance, which were not reported at the time of the initial booking;
iv. repairs or replacements of any damage caused to the relevant appliance’s surrounding area or other personal items such as items of clothing, dishware, or cutlery;
v. consumable items (including, but not limiting to, built-in batteries, bulbs, rubber gaskets & filters, etc.); and
vi. external cosmetic defects (e.g., colour, materials, finishing).
c. During the provision of Services, Electrolux shall comply with your reasonable requests for changes during the process of the provision of the Services. Unless otherwise agreed by Electrolux, you must bear the reasonable additional costs for the performance of such change requests.
5. FIXED PRICE REPAIR WARRANTY
a. The Fixed Price Repair includes a warranty of six (6) months for original Electrolux spare-parts replaced by Electrolux personnel commencing on the date of completion of the Services indicated on the Electrolux’s Work Order, as countersigned by you (“Fixed Price Repair Warranty”). The customer and Electrolux shall each keep one (1) original copy of the Work Order. If no spare-parts were used to repair the appliance, the warranties in this Clause 5.a. shall not apply.
For the avoidance of doubt, if you have only paid for a Call Out Fee or Inspection Fee, or Transportation Fee (where applicable) we will not provide a Fixed Price Repair service and the Fixed Price Repair Warranty shall not apply. A warranty letter/receipt (if applicable) shall be delivered to you on the date of completion of the repair. Otherwise, the counter-signed Work Order shall constitute the warranty letter.
b. If during the Fixed Price Repair Warranty period, a spare part is replaced in a subsequent repair for the same fault, the replaced spare part will come with new six (6) month warranty commencing on the date of replacement as evidenced by the date of Electrolux’s Work Order for the subsequent repair. However, the six (6) month warranty for the other spare parts replaced during the earlier repair(s) is not extended following a subsequent repair to the same fault during the Fixed Price Repair Warranty period.
c. The Fixed Price Repair Warranty includes the cost of repairs and freight to transport appliances, components or accessories to the place of warranty, and freight to transport these items from the place of warranty to your place of residence.
d. Notwithstanding the above, all warranties shall immediately expire for appliances that have been worked on (or otherwise altered) by you or third-party service providers without the prior written authorisation of Electrolux.
e. The following are not covered by the Fixed Price Repair Warranty:
i. any subsequent faults to the repaired appliance caused by neglect, misuse, damage (deliberate or otherwise), or other third-party causes (including insect and vermin infestation);
ii. a recurrence of the same fault as a consequence of improper installation or not following the manufacturers guidelines in regard to the placement of the appliance;
iii. replacement of missing parts or appliances due to loss or theft;
iv. consumable items (including, but not limiting to, built-in batteries, bulbs, rubber gaskets & filters, etc.);
v. external cosmetic defects (e.g., colour, materials, finishing);
vi. cosmetic damage caused following the repair, where it does not affect the operation or safety of the appliance;
vii. damage or breakdown due to flood, wind or other severe weather conditions;
viii. repair of damage or breakdown due to fire, unless caused by an electrical malfunction within the appliance;
ix. repairs carried out on appliances used in a commercial setting;
x. any new fault arising during the Fixed Price Repair Warranty period that is not related to the initial fault reported or repaired; and
xi.any other normal wear and tear of appliances.
6. HOW DO I CLAIM UNDER MY WARRANTY?
a. To make a warranty claim, please call our customer services line at 1800 588 899 (“Contact Centre”). All costs or service charges for the call (if any) shall be borne by you.
b. If we cannot solve your problem over the phone, we will send an engineer or technician out to you. A Call Out Fee or Inspection Fee will be payable if it relates to a fault not covered under the Fixed Price Repair Warranty (applying the costs mentioned in Clause 2. b.).
7. WHAT IF MY APPLIANCE CANNOT BE REPAIRED?
a. If your appliance cannot be repaired or is beyond reasonable economical repair (which will be decided by Electrolux), we will refund the Fixed Price (if prepaid) less the Call Out Fee or Inspection Fee. If you have not prepaid the Fixed Price via our Website, you will be liable to pay the Call Out Fee or Inspection Fee to Electrolux by cash on-site, telegraphic transfer or any other payment methods accepted by Electrolux.
b. If your appliance has not been repaired during our first visit and we attempt to repair your appliance in no less than fourteen (14) days of our first visit, but you notified us before our subsequent visit that you decided not to continue with the repair, you shall be liable for the Call Out Fee(s) or Inspection Fee(s) in accordance with Clauses 2 and 3.
We will refund the Fixed Price less the Call Out Fee(s) or Inspection Fee(s). If you have not prepaid the Fixed Price via our Website, you will be liable to pay the Call Out Fee or Inspection Fee in accordance with Clauses 2 and 3 and Direct Costs by cash, telegraphic transfer or any other payment methods accepted by Electrolux.
c. Our Contact Centre agents may offer you the opportunity to purchase a new appliance by placing an order directly with our Contact Centre.
8. RIGHT TO REPAIR, REPLACEMENT OR REPEAT PERFORMANCE
a. While we will use reasonable endeavours to ensure that repairs are conducted with reasonable skill and care and in accordance with these Terms and any description of those Services we have provided to you in writing (“Contract”), there may be occasions where you feel the Service you have received falls below that standard.
b. If you are a consumer, you have a legal right to request that we re-perform any Services in order to ensure that they conform to terms of the Contract between us and you.
c. To request that we repeat performance of any Services, you can call our Contact Centre at 1800 588 899.
d. We shall preserve (and return to you after the completion of the Services) any documents, materials and other facilities procured to us by you in order to perform the Services (if any).
e. We shall notify you immediately if the documents, materials and other facilities procured by you (if any) are insufficient to ensure completion the Services.
f. Upon the completion of the Services, we shall collect (and will not return to you) all Electrolux appliances, unused parts thereof, and other spare parts that are no longer used in the repaired appliance. You will neither claim nor make any claim to retain any such parts and agree to Electrolux’s collection and retention thereof.
g. If you commit a serious breach of your obligations under the Contract, we have the right to unilaterally terminate and suspend the performance of the Services giving you written notice thereof. Electrolux reserves the right to demand compensation for any loss and damage caused by you.
h. Electrolux reserves the right to refuse provision of repair services to any customer who has previously breached their duties under the Terms. In case of a breach of the Terms by a customer, Electrolux may (at its sole discretion) determine the occurrence and nature of such breach and reserves the right to discontinue its repair services for this customer (and notify the customer thereof).
9. OUR LIABILITY IF YOU ARE A CONSUMER
a. If you are a consumer and we fail to comply with these Terms, we are responsible to compensate you (only) for any direct and actual loss or damage you incur as a direct result of a breach of these Terms. No compensation in excess of such damages shall be payable by Electrolux.
b. We do not in any way exclude or limit our liability for:
i. death or personal injury caused by our negligence;
ii. fraud or fraudulent misrepresentation;
iii. any breach of the terms implied by law which cannot be excluded or restricted, including, but not limited to, your rights as a consumer; and
iv. defective products under Law No. 59/2010/QH12.
