Service Plan Terms & Conditions

Appliance Guard Direct Ltd

Company No. 17354180 66 Paul Street, London, EC2A 4NA 0800 246 1495 | info@applianceguarddirect.com

1. Our Service

Appliance Guard Direct Ltd provides domestic appliance repair, maintenance and technical support services to UK consumers. Our Service Plans provide access to these services subject to the applicable plan terms, eligibility requirements, exclusions and service limits. These Service Plans are service agreements and are not insurance policies.

2. Plans & Pricing

• One-Year Service Plan - £99. Provides access to services for one eligible domestic appliance for 12 months.
• Three-Year Service Plan - £198. Provides access to services for one eligible domestic appliance for 36 months.
• The applicable payment method and appliances covered will be confirmed when the customer joins.

3. Services Provided

Following any applicable waiting period, customers may contact us when a covered appliance develops a mechanical or electrical fault. Depending on the circumstances, we may:

• provide telephone technical support;
• arrange an assessment;
• arrange an approved repair; or
• provide an alternative service solution where repair is not reasonably practical.

Services may be fulfilled by suitably qualified third-party engineers or repair companies acting on our behalf.

4. Service Limit

The maximum value of services provided for an individual appliance is £500 during the applicable plan period, unless a different limit is expressly stated in the customer's plan confirmation.

Any work exceeding the applicable limit will only be undertaken with the customer's prior agreement.

5. Existing Faults

Appliances must not have a fault that existed, was known about, or was reasonably apparent before the plan started. Such faults are not eligible for service.

6. Eligible Appliances

An appliance must:

• be owned by the customer;
• be located at the customer's domestic address;
• be used for normal household purposes;
• be maintained in accordance with the manufacturer's instructions; and
• normally be no more than 10 years old when the plan starts.

The appliance must also be registered with us and meet the eligibility requirements confirmed when the plan is purchased.

7. Exclusions

Services do not cover:

• accidental, cosmetic or deliberate damage;
• misuse, abuse or neglect;
• theft or vandalism;
• fire, flood or other external events;
• power-supply problems or power surges;
• manufacturer recalls;
• routine cleaning or servicing;
• consumable items;
• commercial use;
• appliances not registered under the plan; or
• pre-existing faults.

8. Requesting a Service

Customers must contact Appliance Guard Direct before arranging a repair.

• We will assess the reported problem and, where appropriate, arrange an approved service provider.
• Repairs arranged independently by the customer without our prior approval will not normally be covered by the Service Plan.

9. Payments

• The One-Year Service Plan costs £99, payable upfront by card.
• Customers are responsible for ensuring that payment details provided are valid and that sufficient funds are available.

10. Cancellation

Customers have applicable statutory cancellation rights, including a 14-day cancellation period where applicable under UK consumer law. Customers can cancel by contacting us:

• Telephone: 0800 246 1495
• Email: info@applianceguarddirect.com

Where a customer cancels within an applicable statutory cancellation period, any refund will be handled in accordance with applicable consumer law, including any lawful deduction for services already provided where the customer has expressly requested that services begin during the cancellation period.

11. Complaints

Customers can raise complaints by contacting:

• 0800 246 1495
• info@applianceguarddirect.com

We will investigate complaints fairly and provide a response within the applicable timeframe.

12. Consumer Rights

We will provide our services with reasonable care and skill. Nothing in these Terms excludes or limits any statutory rights or protections that consumers have under applicable UK consumer law. Where any provision of these Terms conflicts with a mandatory consumer right, the applicable consumer right will prevail.

13. Data Protection

We process customer information for purposes including administering Service Plans, arranging services, processing payments and providing customer support. Personal information will be handled in accordance with applicable UK data-protection legislation and our Privacy Policy.

14. Governing Law

These Terms are governed by the laws of England and Wales. Nothing in these Terms affects any mandatory consumer rights that apply to the customer.