Service Form

To book a Matki Service please fill in the service form as best you can, after reading the Important Information below.

It would help us to better tailor our service to your requirements if you could attach a photo showing the whole product and close up photos of any areas of specific concern.

If you are unsure about the details required, please fill in the Required Fields only and book a Health Check in the first instance to diagnose the product issues. Alternatively contact our Customer Services Team who may be able to help you before booking the service.

* denotes required field.

Important Information

A responsible adult must be in the building for the duration of all Matki Services, who is authorised to sign-off the work. If that is not the person named in the booking form above, please advise Matki Customer Services of this person’s name prior to the visit.

Please note we are not able to service all models, due to age and parts availability.

Health Check

The following items are included in a Health Check

• Visit by expert in-house Matki Customer Services Engineer
• Full inspection of the product
• Detailed report on health of product, any issues and recommendations for next steps in terms of services, ongoing care and maintenance.

The Health Check entails an inspection only, during the visit the Matki Service Engineer will not carry out any work on the product. Up to 4 additional Matki products in the same building can be inspected during the same visit, at a charge of £35 per additional product.

The Health Check is priced at £225 including VAT.

Shower Screen Service

The following items are included in a Matki Service

• Health Check and Detailed Report (as above)
• Adjustment to door and any mechanical parts
• Repair or replacement of any mechanical components requiring attention
• Replacement of Door Seals
• All replacement mechanical parts and door seals included
• 12 month warranty to cover any replaced parts and associated labour (see below)

The Matki Service is purely for shower enclosures, wet room panels and bath screens, it includes only the elements listed above and does not include replacement or repair of glass panels, door handles, frames or brackets; and does not include any work to shower trays, shower mixers or constituent parts.

Up to 4 additional Matki shower enclosures, wet room panels or bath screens in the same building can be serviced during the same visit, with each additional unit charged at a discount of 20% off the Matki Service listed price.

Should further work be required that is either outside the scope of a Matki Service or was not clearly raised as an issue at time of booking, this will need to be discussed with our Customer Services Team and a chargeable follow-up visit arranged.

The Shower Screen Service is priced at £470 including VAT.

Shower Mixer Service

The following items are included in a Matki Shower Mixer Service

• Health Check and Detailed Report (as above)
• Repair or replacement of internal mechanical components
• Temperature adjustment and setting
• All replacement cartridges included
• 12 month warranty to cover any replaced parts and associated labour (see below)

The Shower Mixer Service is purely for the internals of the Shower Mixer and does include work to any of the external components. The Matki Service Engineer will only fit new components supplied directly by Matki. If replacement of external components is required please contact Matki Customer Services prior to the visit to purchase the items needed.

Up to 4 additional Shower Mixers can be serviced during the same visit, with each additional unit charged at a discount of 20% off the Matki Shower Mixer Service listed price.

Shower Mixer Services can only be carried out with the water isolated to the Shower Mixer. Isolation valves must be located prior to the Matki Service Visit and should be shown to the Matki Service Engineer on arrival. Mains water shut off is not sufficient.

In cases where you are unable to show the Matki Service Engineer where the isolation valves are located, or when the location of the isolation valves presents health and safety concerns, not advised of in advance, the visit will be terminated and part refunded (please see below).

If you do not wish to isolate the water supply personally, the Matki Service Engineer will do this for you. Matki accept no liability for any issues or damages caused when doing so.

The Shower Mixer Service is priced at £447 including VAT.

Matki Glass Guard Service

The following items are included in a Matki Glass Guard Service

• Comprehensive clean of all glass panels
• Application of Matki Glass Guard Easy-Clean Protection
• Replacement of Door Seals, parts included

The Matki Glass Guard Service is for glass only, it does not cover cleaning or refurbishment of other parts of the Matki product.

Dependent on prior usage, cleaning and maintenance of the Matki product, the results of the cleaning and Matki Glass Guard reapplication may differ. No assurances are given that the Matki Service Engineer will be able to remove all water marks, limescale and dirt especially in areas close to where the glass meets tiles, frames, baths or shower trays.

A photograph of the glass condition will be requested during booking.

Up to 4 additional products can receive the Matki Glass Guard Service during the same visit, with each additional unit charged at a discount of 20% off the Matki Shower Glass Guard Service listed price.

The Glass Guard Service is priced at £332 including VAT.

Cancellation by You

Any Matki Service Visit can be cancelled by you with a full refund anytime up to noon on the working day (Mon – Fri) prior to the agreed visit time.

Cancellations after that time will be chargeable at a rate of £180.00 inc VAT with the remainder of the visit charges refunded.

Cancellation or termination by you during the visit will be chargeable at the full rate.

Termination by Matki

Termination of a Service Visit by the Matki Service Engineer during the scheduled visit time for reasons detailed below will be chargeable at a rate of £155.00 inc VAT with the remainder of the visit charges refunded.

1. Termination of the visit if the Matki Service Engineer arrives at the property at the agreed time and you or the authorised person, are not present. In such cases, the Matki Service Engineer will wait for 15 minutes and then leave.
2. Termination of the visit if you or the authorised person, leave the building.
3. Termination of a visit for Health & Safety reasons or restricted access not advised of by you in advance of the visit.

Matki will make every reasonable effort to ensure that the Matki Service Engineer visits your property at the agreed time and date. However, occasionally due to uncontrollable circumstances, it may not be possible to arrange for a Matki Service Engineer to attend your property as planned. If this happens, you will be contacted as soon as possible to agree an alternative time and date.

Matki Service 12 Month Warranty

Replacement parts are guaranteed for a full 12 month period from the date of a paid Matki Service Visit. Matki will, free of charge, re-perform any service should the replaced parts fail within 12 months, provided that:

1. The product has not been misused or handled carelessly, and has not been wilfully damaged, neglected or used in abnormal conditions.
2. The product has not been modified, altered or transformed in any way and repairs have not been attempted other than by staff or dealers authorised by Matki Plc.

Breakage of glass is not covered by the warranty as glass by its very nature can shatter. All glass used by Matki Plc conforms to EN12150-1 where applicable.

The benefit of this guarantee cannot be assigned.

Any parts replaced free of charge during this period do not attract a further 12 month warranty.