Terms of service

1. What you buy

A consultation with one of the company's technicians, by video call from the site, lasting up to 15 minutes, at a price of €9.90 (€14.90 on Sundays and public holidays). During the consultation the technician helps you understand the fault, tells you which checks you can safely make and, if needed, gives you an estimate of the cost of a home visit.

The consultation is a remote technical opinion based on what you see and describe: it does not replace a site visit and does not cover work on the gas or electrical parts of appliances, which must only be done by a technician on site.

2. Booking and payment

Choose the problem and the time: now, if the technician is available, or an available time slot. Payment is made online through Stripe; we do not keep your card details.

If you choose "now", the technician undertakes to contact you within 15 minutes of payment. If you choose a time, he contacts you at the agreed time. If, for reasons on our side, we cannot reach you, we refund you in full.

3. Deposit on the job

If, after the consultation, you entrust the home visit to the company within 30 days of payment, the amount you paid is deducted from the final bill. To use it, just give us the booking code. The deposit can be used only once, cannot be converted into cash and cannot be transferred.

The price of the home visit is given to you before the work starts and has to be accepted by you.

4. Right of withdrawal and cancellation

You have the right to withdraw within 14 days of purchase without giving a reason (art. 52 and following of the Italian Consumer Code). Until the call starts, you can do so with the "Withdraw from the contract here" button on your booking page: the full refund starts immediately to the same payment method.

At the time of payment you expressly ask for the consultation to be carried out before the withdrawal period ends, with this statement: "I expressly ask for the consultation to be carried out before the 14-day withdrawal period ends. I understand that once it has been fully provided I lose the right to withdraw, and that if I withdraw while it is being carried out I will pay a proportional amount." Once the consultation has been fully provided, the right of withdrawal no longer applies (art. 59(a), Italian Consumer Code). We send you confirmation of this statement by email, if you leave us your address.

4a. Home visits booked online

When you book a job online you choose the work, the town and the time. The "from" price shown is the starting price: we give you the exact price before we start, after seeing the system, and you can refuse it at no cost if you have not asked for other work. Prices exclude VAT: 22% VAT is added to labour and handling, not to the product bought in your name, and you see it in the total before paying. "From" prices apply near our base in Parete; for installations and for towns further away the price includes the round trip and is shown, already complete, before you confirm. On Sundays and public holidays a surcharge of €30 applies.

For jobs with a set price you pay everything online when you book: labour including travel, extras shown in the questions and any holiday surcharge. Some parts of the system can only be assessed on site, especially in installations: if a component has to be replaced (for example worn fittings, valves or pipes), the technician shows it to you and tells you the cost before going ahead, and you pay for it only if you decide to do it. For jobs on quote or to be assessed with a site visit you pay nothing when you book and we give you the price before we start.

If you choose a product from our catalogue, we buy it in your name and on your behalf from the seller shown in the confirmation, at the seller's price, and we hand you the seller's invoice made out to you: the product is reimbursed at cost and does not appear on our invoice. The purchase and delivery handling service and the installation are invoiced by us. Product warranty and conditions of sale are those of the seller and the manufacturer.

Before the job is carried out you can cancel it from the booking page or by phoning us. If the product has not been ordered yet, we refund you in full; if it has already been ordered, the product follows the seller's returns conditions. At payment you expressly ask for the work to be carried out before the withdrawal period ends with this statement: "I ask for the work to be carried out before the 14-day withdrawal period ends. I understand that once the work is done I lose the right to withdraw from the service, and that any product bought in my name is subject to the seller's conditions."

For emergency call-outs the urgent call-out fee is €50, with €30 extra from 8 pm to 8 am, on Sundays and on public holidays. The work is paid separately, with a quote before we start.

5. Invoice

For the consultation and for jobs we issue an electronic invoice with the details you enter on the payment page (name, tax code or VAT number, address). The invoice covers labour and services; the product bought in your name is documented by the seller's invoice. If you had the consultation, the deposit is already deducted.

6. Safety

During the consultation, follow only the technician's instructions and only if you feel able to. Never open gas boilers or water heaters, and switch off the power before touching an electrical appliance. If you smell gas, do not use this service: leave the house and call your gas distributor's emergency line or 112.

7. Complaints

For any problem you can write to our certified email (PEC) [email protected]. We reply as soon as possible and in any case within 10 working days. The jurisdiction of the court of the consumer's place of residence remains unaffected.