Terms & Conditions

Naxen operates the website naxen.co.uk and is registered in England and Wales under company number 17019063.

We only accept bookings from within our designated coverage area. Requests from outside this area cannot be accepted.

By placing a booking through our site, you confirm that you are legally able to enter into binding contracts, are at least 18 years old, and are a resident of the UK.

Once you complete a booking, you'll receive a phone call, text, or email acknowledging receipt. This acknowledgement does not mean your booking has been confirmed — it simply means we've received your request.

Your booking becomes a confirmed contract only when we send you a formal Booking Confirmation. Each confirmation covers only the specific services referenced within it.

As a consumer, you have the right to cancel your booking within a 14-day cooling-off period from the date the contract is formed.

To cancel or amend a booking, please contact us by phone (07394 637565), email (bookings@naxen.co.uk), or web message no later than 5pm on the business day before your scheduled visit. For Monday appointments, please notify us by 3pm on the preceding Saturday.

You may not cancel once the cooling-off period has ended, or if the service has already been carried out before that period expires.

We reserve the right to cancel a contract if we are unable to provide the requested service due to circumstances beyond our control, or if payment authorisation fails. In either case, any prepayment will be refunded in full.

We aim to fulfil bookings on the date stated in your Booking Confirmation. In exceptional circumstances, an alternative date will be agreed with you.

Services will be delivered to the address provided at the time of booking. We are not liable for delays caused by circumstances outside our control.

If our engineer is unable to complete a visit because access to the property was not provided as per the booking, we reserve the right to charge a no-access fee of £20 (including VAT).

All service prices are displayed on our website and include VAT. Prices may change at any time, but confirmed bookings will not be affected by subsequent price changes.

In the event of a pricing error on our site, we will verify the correct price during the booking confirmation process. If the correct price is lower, we will charge the lower amount. If higher, we will contact you before proceeding or cancel the order.

Payment can be made by credit card, debit card, or cash. We accept most major cards.

If you cancel within the 14-day cooling-off period, a full refund will be processed within 30 days of your cancellation notice.

If you cancel outside the timeframe stated in clause 5 (i.e., not before 5pm the previous business day), we reserve the right to charge a late cancellation fee of £20 (including VAT).

Refunds are generally issued using the same payment method used at the time of booking.

All repairs carried out by Naxen are guaranteed for 12 months from the date of completion. If the same fault recurs within this period, we will carry out the repair again at no charge.

The guarantee does not cover: unrelated faults or breakdowns, damage caused by accident, misuse or negligence, cosmetic damage, indirect losses (such as food spoilage or loss of earnings), or appliances used in a commercial setting.

We may also invalidate the guarantee if the appliance has been relocated — either within the same property or to a different address — at our discretion.

We take complaints seriously. If you are not satisfied with our service, please let us know as soon as possible using one of the following methods:

• Online: Visit naxen.co.uk/trackmyrepair and use the 'I Have a Problem' option.

• Email: resolutions@naxen.co.uk — include your job reference number, full name, and postcode.

• Phone: 07394 637565

• Post: Naxen Ltd (address available on request)

We will acknowledge your complaint within 2 business days and provide a timeline for resolution. If we cannot resolve your complaint internally, you may escalate it to your local Trading Standards Office or Consumer Ombudsman.

Our total liability to you for any losses or damages will not exceed the price paid for the services.

We are not liable for indirect losses including loss of income, business, profits, anticipated savings, data, or management time — except where such losses relate to foreseeable physical damage to your property.

Nothing in these terms excludes liability for death or personal injury caused by our negligence, fraud, or any other matter that cannot be legally excluded.

By using our site, you agree that communications between us may take place electronically — via email or notices posted on our website. These electronic communications meet any legal requirement for written communication.

Any formal notices to us should be sent to Naxen Ltd or by email to bookings@naxen.co.uk. We may contact you at the email or postal address provided during booking. Notices sent by email are considered received 24 hours after sending; notices sent by post are considered received 3 days after posting.

The contract between you and us is binding on both parties and our respective successors. You may not transfer your rights or obligations under a contract without our written consent. We may transfer or sub-contract our rights and obligations at any time.

We will not be liable for any failure or delay in performing our obligations where this is caused by events beyond our reasonable control, including (but not limited to): industrial action, civil unrest, war, fire, natural disaster, transport or telecommunications failure, government restrictions, or pandemic.

Where such an event occurs, our obligations will be suspended for the duration, and we will do our best to resume normal service as soon as reasonably possible.

If we choose not to enforce a particular right or obligation under these terms on any given occasion, this does not mean we waive that right permanently. Any formal waiver must be communicated to you in writing.

If any part of these terms is found to be invalid or unenforceable by a court, the remaining provisions will continue to apply in full.

These terms and conditions, along with any documents expressly referred to within them, represent the entire agreement between you and us. Any variations must be confirmed in writing.

We reserve the right to update these terms and conditions at any time. The version in force at the time of your booking will apply, unless a change is required by law or we notify you of a change before your Booking Confirmation is issued.

These terms are governed by the laws of England and Wales. Any disputes arising from your use of our services or these terms will be subject to the jurisdiction of the courts of England and Wales.

No third party has any rights under these terms and conditions under the Contracts (Rights of Third Parties) Act 1999.