Terms & Conditions

1. Introduction

These Terms and Conditions (“Terms”) govern the provision of catering engineering services by RTC Technical Ltd (“we”, “us”, “our”) to the client (“you”, “your”). By requesting or accepting our services, you agree to be bound by these Terms.

2. Scope of Services

We provide catering engineering services including, but not limited to:

• Service calls and fault diagnostics
• Repair and maintenance of catering equipment
• Installation and commissioning of catering equipment
• Preventative maintenance contracts
• Emergency call-outs

All services are provided subject to equipment accessibility, site safety, and availability of parts.

3. Service Calls & Call-Outs

• A service call fee applies to all site visits and includes travel time and initial assessment unless otherwise agreed in writing.
• Service call fees are chargeable even if no fault is found or if the repair is declined.
• Emergency or out-of-hours call-outs may incur higher rates.
• Appointment times are estimates and may vary due to prior jobs or unforeseen circumstances.
• Standard service calls are normally attended within 1–3 working days.
• Priority service levels are available at additional cost and are defined as follows:
  • Next Working Day: attendance on the next business day.
  • Same Day Guaranteed: attendance on the same day, subject to availability.
• Guaranteed response times apply only to the service level purchased and may be affected by factors outside our control, including severe weather, access issues, or safety concerns.

4. Estimates & Quotations

• Estimates are provided based on initial information and may be subject to change following inspection.
• Quotations are valid for 30 days unless stated otherwise.
• Additional work identified during service will only be carried out with your approval, where reasonably possible.

5. Parts & Materials

• Replacement parts supplied remain our property until paid for in full.
• Lead times for parts are estimates and not guaranteed.
• We are not responsible for delays caused by suppliers or manufacturers.
• Where customer-supplied parts are used, we accept no responsibility for their performance or suitability.

6. Payments

• All services are provided on a proforma basis, unless otherwise agreed in writing.
• Payment must be made in full prior to attendance, release of parts, or commencement of works.
• All prices are exclusive of VAT unless stated otherwise.
• We reserve the right to withhold services, parts, or certification until payment has been received in cleared funds.
• Any additional works or parts identified after attendance will be quoted separately and require payment prior to completion or supply.

7. Cancellations & Access

• Cancellations made within 24 hours of a scheduled visit may be charged in full or in part.
• You are responsible for ensuring clear, safe, and timely access to equipment.
• If access is denied or unsafe, the service call may still be chargeable.

8. Warranties & Guarantees

• Labour is guaranteed for 14 days from the date of service. Due to the heavy use and operational nature of commercial catering equipment, this guarantee is limited strictly to the specific work carried out.
• All parts supplied are covered only by the original manufacturer’s warranty and in accordance with the manufacturer’s terms and requirements.
• We accept no liability for part failure beyond the manufacturer’s warranty, including any consequential loss or damage caused by such failure.
• Any defective part must be returned for inspection in line with manufacturer requirements.
• Where a part failure is confirmed under warranty, a return handling or administration charge may still apply.
• Warranties do not cover misuse, lack of maintenance, operator error, incorrect installation by others, or normal wear and tear.

9. Liability

• We will perform services with reasonable care and skill.
• We are not liable for indirect or consequential losses, including loss of business, revenue, or profit.
• Our total liability shall not exceed the value of the service provided.
• Nothing in these Terms limits liability for death or personal injury caused by negligence.

10. Health & Safety

All work is subject to site health and safety conditions.

We reserve the right to refuse or stop work if conditions are deemed unsafe.

You must inform us of any known hazards prior to attendance.

We are SafeContractor accredited and are independently audited on an annual basis. All works are carried out in accordance with relevant health and safety legislation, industry standards, and our approved risk assessments and safe working practices.

11. Force Majeure

We are not liable for failure or delay in performance due to events beyond our reasonable control, including but not limited to weather, supplier failure, strikes, or emergencies.

12. Termination

We reserve the right to terminate services immediately if payment terms are breached or if abusive, unsafe, or unlawful behaviour occurs.

13. Data Protection

We will process personal data in accordance with applicable data protection laws and our Privacy Policy.

14. Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales.

15. Amendments

We reserve the right to update these Terms at any time. The latest version will apply to all services provided.

16. Scope of Works

The scope of works below outlines the typical preventative maintenance and service activities carried out on catering and refrigeration equipment. The exact scope may vary depending on equipment type, age, condition, manufacturer recommendations, and the service level purchased.

Food Preparation Equipment

Including mixers, stick blenders, vegetable preparation units, food processors, meat slicers, and dehydrators:

• Inspection of mechanical operation and moving parts
• Checks on motors, bearings, gears, and noise levels
• Inspection for oil or grease leaks
• Verification of correct fitment, alignment, and safety devices
• Electrical safety checks where applicable
• Cleaning, basic adjustments, and functional testing

Cooking Equipment

Including cooking ranges, bratt pans, fryers, and gas or electric appliances:

• Inspection of burners, heating elements, thermostats, and controls
• Commercial gas safety inspections (CP42) where applicable
• Gas safety checks including soundness testing, tightness testing, and verification of safe operation
• Electrical insulation and earth continuity testing
• Inspection of safety cut-outs, interlocks, and warning indicators
• Checks for leaks, abnormal noise, and correct operation

Warewashing Equipment

Including utensil washers:

• Electrical and gas safety checks
• Inspection and cleaning of strainers, tanks, pumps, doors, seals, and curtains
• Checks on valves, solenoids, controls, wiring, and temperatures
• Verification of manual and automatic operating cycles

Refrigeration & Cold Storage

Including fridges, freezers, ice machines, and cold rooms:

• Cleaning and inspection of condensers and evaporators
• Checks on fans, motors, drains, defrost systems, and refrigerant condition
• Inspection of wiring, controls, gaskets, hinges, and structural components
• Recording of operating temperatures and performance
• Functional testing and safety checks

Vacuum Packing & Water Treatment Equipment

Including chamber vacuum pack machines and water softeners:

• Inspection of seals, pumps, filters, hoses, and internal components
• Replacement of consumables such as oil, seals, or tapes where required
• Electrical safety checks and operational testing
• Verification of correct regeneration, backwash, and control functions

General Exclusions

Unless expressly agreed in writing, the scope of works excludes:

• Major overhauls or refurbishment
• Replacement of major components
• Building, plumbing, or electrical installation works beyond the appliance
• Consumables and replacement parts (chargeable separately)
• Remedial works identified during inspection

Any additional works required will be quoted separately and only undertaken following customer approval.

17. No Guarantee of Permanent Repair

Due to the age, condition, and heavy operational use of commercial catering equipment, we do not guarantee that any repair will permanently resolve an underlying or recurring fault. Repairs are carried out to restore operation at the time of attendance only.

18. No Fault Found & Diagnostic Visits

Where no fault is found, the equipment is operating correctly at the time of attendance, or a fault cannot be replicated, the service call and any diagnostic time remain chargeable in full.

19. Customer Responsibility Following Advice

Where we advise that equipment is unsafe, non-compliant, beyond economical repair, or requires replacement, we accept no liability if the customer chooses to continue operating the equipment against such advice.

20. Certification & Reports

Any certificates, reports, compliance documentation, or written confirmations (including but not limited to CP42 gas safety documentation) will only be issued once full payment has been received in cleared funds.

21. Parking, Access & Additional Charges

Any parking fees, congestion charges, tolls, permits, or access-related costs incurred during attendance may be recharged to the customer. Delays caused by restricted access, site rules, or customer-controlled conditions may result in additional charges.

22. Pre-Existing Conditions & Consequential Damage

We are not responsible for failures or damage caused by pre-existing faults, poor maintenance, water ingress, electrical supply issues, misuse, or interference by third parties. We shall not be liable for any consequential damage arising from such conditions.

23. Records & Evidence

We may take photographs, videos, or written records of equipment before, during, or after works for compliance, reporting, quality control, and dispute resolution purposes.

24. Ad-Hoc (Non-Contract) Customer Procedures

The following procedures apply to ad-hoc, non-contract customers and operate in conjunction with these Terms:

• Ad-hoc call-outs are charged at a flat-rate service fee for the selected response level and are not charged per hour, unless otherwise stated.
• Standard ad-hoc response is within 48 hours during normal working hours (8:00am – 5:30pm, Monday to Friday), unless a priority service level is purchased.
• Engineer attendance and labour for the initial visit are included within the call-out charge.
• We aim to achieve a first-time fix where reasonably possible; however, this cannot be guaranteed.
• Engineers carry a selection of universal van-stock parts. Where parts can be fitted on the day, prices will be confirmed with the customer prior to installation.
• Payment for approved parts may be made on site by cash or card, or in advance where required.

Return Visits & Specialist Parts

• Where specialist or non-stock parts are required, a return visit will be arranged.
• Return visits are chargeable at a separate flat-rate fee, plus the cost of parts, delivery, and VAT.
• The return visit charge includes up to two hours of labour with one engineer, which is normally sufficient.
• Any additional time, labour, or costs will be agreed with the customer in advance.

Booking & Confirmation

• To proceed with an ad-hoc call-out, a booking form will be issued.
• Attendance will only be confirmed once payment has been received in cleared funds.
• Upon confirmation, the assigned engineer will contact the customer approximately one hour prior to arrival.