Frequently Asked Questions
We pride ourselves on our one hour response time for emergency call outs. Please be sure to advise the Sapient representitive that you require an emergency so we can get someone out to you as soon as possible.
At Sapient we do not charge a call-out fee. We just charge on an hourly rate from arrival on site which will be agreed by our representative on your call.
If our contractor is running late, we would not charge our customer. However, if we have an engineer allocated to you this may incur a charge of £20 to cover the engineer’s time and costs. If you do decide to re-book with us within 7 days this charge may be deducted from your next bill.
We offer a standard 29 day guarantee on all repairs, meaning if the same fault returns within this time period we will return to site to make the repairs free of charge. Most parts used will come with their own warranty which can be up to 10 years. Please ask either your engineer or the office to confirm any warranty which comes with your parts.
Our prices vary dependant on time of day, the type of work and the urgency of the booking. Most of our works are charged on a pre-advised hourly rate. We charge a minimum of £95 per hour.
We take payment strictly by either credit or debit card over the phone. We operate on a secure and PCI compliant system and no payment is taken until we have achieved satisfactory completion of the works. An exception to this may be when large materials are required to be ordered, typically when the goods exceed £500 where we may ask for full or a partial payment up front.
We take payment strictly by either credit or debit card over the phone. The payment process is dealt with on a secure system only by head office, our engineers will never ask you for payment on site.