Service Plan Terms & Conditions

Welcome

Thank you for choosing Appliance Guard Direct Ltd. These Terms & Conditions, together with your Service Plan documents, explain how your plan works. Please read them carefully and keep them for future reference.

This agreement is between you and Appliance Guard Direct Ltd, registered in England & Wales, company number 17354180, registered office 66 Paul Street, London, EC2A 4NA. Telephone 0808 196 3015, email support@applianceguarddirect.co.uk.

Important: This Is Not An Insurance Policy

Your Service Plan is a maintenance and repair service contract, not a contract of insurance. It does not provide indemnity against loss and is not regulated by the Financial Conduct Authority. It does not replace or reduce your legal rights against the retailer or manufacturer of your appliance.

1. When Your Plan Starts

• Your plan start date is shown in your Service Plan documents.
• There is a 30-day waiting period before engineer assistance becomes available.
• During these first 30 days, we can provide telephone support only.
• Any faults reported during this waiting period will be treated as existing faults and won't qualify for engineer assistance.

2. What Your Plan Covers

Once your 30-day waiting period has ended, you can ask us for help if your appliance suffers a mechanical or electrical breakdown after the manufacturer's warranty has expired. Depending on the problem, we may:

• Help you over the phone.
• Arrange an engineer visit.
• Repair your appliance.
• Replace your appliance with a similar model if we believe this is the best solution.

Each request is assessed individually.

3. What You Need to Do

To keep your plan valid, you must:

• Give us accurate information when you join.
• Own the appliance.
• Use it only in your home.
• Use and maintain it according to the manufacturer's instructions.
• Make sure it's safe and accessible for our engineers.
• Tell us about any safety issues before an engineer visits.

4. Making a Service Request

If your appliance breaks down:

1. Call our Customer Service team.
2. We'll first try to solve the problem over the phone.
3. If needed, we'll assess whether to arrange an engineer.
4. Repairs are carried out by our approved engineers.

There is no limit to the number of service requests while your plan remains active.

5. What Isn't Covered

Your plan doesn't cover:

• Accidental damage
• Cosmetic damage such as scratches or dents
• Products over 10 years old
• Manufacturer recalls
• Damage caused by misuse or neglect
• Fire, flood, storms or other natural events
• Theft or vandalism
• Routine servicing or cleaning
• Consumable items like bulbs, filters, batteries and fuses
• Commercial or business use
• Appliances not included on your plan

6. Replacement Appliances

If we replace your appliance:

• It may be new or professionally refurbished.
• It will be the same or a similar specification.
• Installation and removal of appliances are not included.
• Your plan continues for the remainder of your current cover period or 12 months from replacement, whichever is shorter.

7. Payments

The price of your plan, the payment frequency and the length of your cover period are set out in your Service Plan documents. All prices include VAT where applicable. You can pay monthly or annually. If a payment cannot be collected:

• We may try again.
• We will contact you to let you know.
• Your plan may be suspended until payment is received.
• We cannot authorise new service requests while your plan is suspended.
• If payment remains outstanding after 30 days, we may end your plan.

8. Renewing Your Plan

We'll contact you in writing at least 21 days before your plan expires. We'll tell you:

• The renewal price.
• Any changes to your plan.
• How to decline the renewal.

Monthly plans continue until you or we end them. Where a plan renews automatically, we will always tell you beforehand and you can cancel the renewal at any time before it takes effect, and within 14 days after it starts. Renewal isn't guaranteed.

9. Changes To These Terms Or Your Plan

We may change these Terms or your plan price to reflect changes in our costs, the services we provide, or in law and regulation. We will give you at least 30 days' written notice of any change. If you are not happy with a change, you may cancel your plan and we will refund any payments for cover you have not used.

10. Cancelling Your Plan

You have a legal right to cancel within 14 days of entering into your plan (the cooling-off period), without giving a reason. If you cancel in this period and no service has been provided, you'll receive a full refund. If you asked us to start providing the service during the cooling-off period, we may deduct a proportionate amount for the cover already provided.

• To cancel, call 0808 196 3015, email support@applianceguarddirect.co.uk, or write to Appliance Guard Direct Ltd, 66 Paul Street, London, EC2A 4NA.
• You may also cancel after the cooling-off period at any time, and we will refund payments for any unused full months of cover.
• If a claim has been paid or a repair or replacement has been provided, no refund may be due.
• Refunds are made using the same payment method you used, within 14 days.

11. When We May End Your Plan

We may cancel your plan if:

• You don't follow these Terms & Conditions.
• False or misleading information has been provided.
• Fraud is suspected.
• Payments remain unpaid after we have contacted you.

Except in cases of fraud, we will give you at least 14 days' written notice and refund any payments for unused cover.

12. Transferring Your Plan

With our permission, you may transfer your plan to the new owner of the covered appliance. Plans can't be transferred to a different appliance.

13. Our Responsibility To You

We will carry out our services with reasonable care and skill, as required by the Consumer Rights Act 2015. If we fail to do so, we are responsible for loss or damage you suffer that is a foreseeable result of our breach.

• We are not responsible for losses that were not foreseeable, or for business losses, as our services are supplied for domestic and private use.
• We do not limit or exclude our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.
• We are not responsible for delays or failures caused by events outside our reasonable control, but we will contact you and, if the delay is substantial, you may cancel and receive a refund for unused cover.

14. Your Personal Information

We use your personal information to:

• Manage your Service Plan.
• Arrange repairs.
• Prevent fraud.
• Improve our services.
• Contact you about your plan.

We handle your data in line with the UK GDPR and the Data Protection Act 2018. Full details are in our Privacy Policy. You can opt out of marketing at any time.

15. Complaints

If you're unhappy with our service, please tell us so we can put it right:

• Call 0808 196 3015 or email support@applianceguarddirect.co.uk.
• We will acknowledge your complaint within 5 working days.
• We aim to resolve complaints within 8 weeks.

If we cannot resolve your complaint, you may refer it to a certified Alternative Dispute Resolution provider, or use the Citizens Advice consumer helpline on 0808 223 1133. This does not affect your right to take legal action.

16. Your Legal Rights

These Terms are governed by the laws of England and Wales and the courts of England and Wales have jurisdiction (if you live in Scotland or Northern Ireland, you may bring proceedings in your local courts). Nothing in these Terms affects your statutory consumer rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

Repair-Only Service

If you've booked a one-off repair instead of a Service Plan:

• An engineer will inspect and diagnose the fault.
• You'll receive a repair quote before any chargeable work begins.
• The call-out fee covers the visit and diagnosis.
• The call-out fee is payable even if you decide not to proceed with the repair.
• This is a one-off repair service and doesn't include ongoing cover.