Servicing FAQs

Submit an enquiry with your machine details, site details, and preferred time. Suppliers then submit offers and you choose the best option.

Machine make and model, serial number if available, what is wrong or what service you need, site address, site contact name and mobile number, and any access or site restrictions.

MERS review every enquiry and carry out checks. If we need more information, we will contact you. All enquiries are subject to MERS approval and may be declined.

No. You will see offers from all suppliers who choose to respond, then you pick the offer you want.

It depends on supplier availability and your location. You will see the available options in the offers you receive.

Yes. You can submit an enquiry for any time. Suppliers may reflect out of hours work in the price they submit.

Each offer includes parts, travel, and labour.

Not always. The supplier sets an hourly rate in the offer. The final cost is calculated after the job using the confirmed hours worked, plus any parts and travel agreed.

Yes. MERS adds a 13 percent project management fee, based on the net labour cost, as a charge for our services.

It depends on the customer account and the supplier terms. Many customers pay on completion. Account customers may be invoiced on agreed terms.

Suppliers are paid monthly, based on completed jobs.

VAT is shown on the invoice where applicable.

Yes for approved account customers. Add the purchase order number during booking or provide it before the visit.

Make sure the machine is on site, accessible, and safe to work on. Have a site contact available.

If your site requires induction, tell us in the enquiry and share the entry steps.

A wasted visit charge may apply, depending on supplier terms.

Only if agreed in advance. Most work is done on site.

Parts are supplied by the chosen supplier if needed.

Sometimes. This must be agreed with the supplier before the visit.

No. The supplier should confirm costs and get approval before doing chargeable work beyond what was agreed.

The supplier should ask for approval before doing any additional work.

Yes. Charges may apply if cancelled late, depending on supplier terms.

A fee that may apply if the supplier attends but cannot do the job because of access issues, incorrect details, or no show.

If something has gone wrong with billing or delivery, contact support with your booking reference and we will review it.

Workmanship cover depends on the supplier's terms. Any warranty details should be provided on completion.

Contact support with your original booking reference and we will help route it to the supplier.

Contact support with the booking reference and a short summary of the issue, plus photos if relevant.

Suppliers must hold appropriate insurance and documentation for the work they take on.

Yes. Work should stop if conditions are unsafe.

Possibly, but you should confirm this with the machine owner, manufacturer, or finance provider before booking.

Yes. You will receive completion notes. If you need a formal report, request it in the enquiry.

Where supported on your account, yes.