Terms & Conditions

Repair Vision provides remote plumbing and heating guidance by video call. Our engineers can look at symptoms, talk you through safe checks, and help you decide what to do next. We do not carry out physical repairs and we are not a replacement for a Gas Safe registered engineer attending in person when one is required.

A video call is intended to help you understand the problem and your options. Any advice is given based on what we can see and hear during the call, and on the information you provide.

You must be at least 18 years old to book a paid video call or submit a business enquiry. If you are booking on behalf of a household, landlord, or business, you confirm you have authority to do so.

Misuse of the service — including abusive behaviour, deliberate misuse of the booking system, or providing false information — may result in cancelled calls and restricted access.

When you choose a service, date and slot on our booking page, you are sending us a request. The slot is only held once we reply to confirm it. If we cannot make the time you picked, we will offer you another one.

Video calls are charged from £18.99. Nothing is taken up front — payment is taken during the call itself, and we will tell you the price before we begin.

Our phone line hours are the times when you can reach us to arrange or start a call. The call itself may take place outside these hours if we agree a slot that suits both sides.

Because nothing is paid up front, cancelling before your call costs you nothing. Please just let us know as soon as you can so we can offer the slot to someone else.

If a call starts and cannot be completed for reasons on our side, there is no charge. Repeated missed appointments may mean we stop offering slots.

As you book online, you normally have 14 days to change your mind and cancel without giving a reason. If you ask us for a call sooner than that — which most people do — you are agreeing that we can start straight away, and you lose the right to cancel once the call has been completed.

To cancel, email us at hello@repairvision.co.uk or call us on +44 7301 843990.

You will need a phone or tablet with a working camera, a usable mobile or internet signal, and safe access to whatever you want to show us. Good lighting helps.

We may end a call early if the connection makes it impossible to help, or if continuing would not be safe. Where that happens through no fault of yours, you will not be charged.

You must not dismantle gas appliances, work on live electrics, or attempt anything you are not comfortable with. We will only ever ask you to carry out simple, safe checks — and we will tell you clearly when to stop and call an in-person engineer instead.

You remain responsible for your own safety and for the safety of anyone else in the property during the call.

Training for teams is arranged by agreement, and dates, length and price are confirmed in writing before a session goes ahead. Any materials we share are for the booked team only. They may not be recorded, copied or passed on to anyone else without our written permission.

Remote advice has limits. We cannot physically inspect pipework, test gas pressures, or carry out work that legally requires a Gas Safe registered engineer on site. If we believe an in-person engineer is needed, we will tell you clearly.

If you smell gas, suspect a carbon monoxide leak, or have any other emergency, you must contact the National Gas Emergency Service on 0800 111 999 immediately. Repair Vision is not an emergency service and cannot respond to urgent gas emergencies.

We provide advice in good faith, but we cannot guarantee that every issue can be resolved remotely. To the extent permitted by law, our liability is limited to the amount paid for the call in question. We are not liable for any loss arising from you acting on advice where an in-person engineer was clearly needed, or from a gas or electrical emergency.

The content of this website — including text, images, logos, and training materials — belongs to Repair Vision or our licensors. You may not copy, reproduce, or reuse it without written permission, except for personal reference.

Repair Vision is a remote advice service. We do not carry out physical gas work, so no work we do requires Gas Safe registration. Any registration details we hold in future will be published on this page.

If something has gone wrong, please email hello@repairvision.co.uk with your name, the date of your call and what happened. We will look into it and come back to you. How we handle your personal information is explained in our Privacy Policy.

These terms are governed by the laws of England and Wales. We may update these terms from time to time; the version published on this page is the one that applies when you use the site.

REPAIRVISION LTD — company registration number 17435318.

121 Camelot Close, Andover, England, SP10 4BG

Email: hello@repairvision.co.uk

See also our Privacy Policy.