Service Plan Terms & Conditions
Thank You for taking out an Appliance Service Plan with UK Service Plan Ltd and choosing Us for Your Appliance Cover.
This cover is an Appliance Service Plan and not an Appliance warranty/insurance plan. This cover does not cover normal day-to-day property maintenance which You should carry out or pay for, such as items which tend to gradually wear out over a period of time or need periodic attention. Examples of these include but are not limited to: refilling of gas in fridge freezers, replacement of a freezer draw.
Your cover starts at the date of purchase or at renewal. If You selected an annual one -off payment, Your annual payment will be collected by Debit/Credit card. If You selected monthly payments, Your monthly payments will be collected by Direct Debit.
Your cover will be terminated immediately if Your monthly or annual payment is not paid, as appropriate.
It is important that You read these Terms & Conditions carefully in conjunction with Your Service Plan. Together these form Your Service Agreement with Us. This cover is available in the United Kingdom only.
Where a word appears in Bold print it has a special meaning as defined below:
Definitions:
Administration Fee
A fee of £45.00 to cover the administration expenses for processing a cancellation.
Appliance
Means the electrical items identified on Your Service Plan.
Authorised Repairer
An independent tradesman approved and authorised by Us to carry out repairs.
Authorised Representative
Any person You have appointed to act on Your behalf by giving Your consent in writing.
Beyond Economical Repair
Where We deem the cost of repairing the Appliance to exceed the replacement cost of a new Appliance and/or the market value of Your current Appliance. Or where We deem the likelihood of another Breakdown occurring to be too high (We retain complete discretion to make this judgement).
Breakdown
A mechanical or Electrical Part of Your Appliance failing causing the Appliance to operate improperly or not at all.
Claim Limit
As shown on Your schedule. The Schedule will confirm maximum number of claims and amount in each Service Plan year. The amount includes: call out charges, labour, materials, parts and VAT.
Commencement Date
This is the Start Date as shown on Your Service Plan.
Complaint
Complaint stands for a written or verbal Complaint application made by You regarding non-performance by Us.
Contribution
A Contribution by You towards the repair/replacement of Your Appliance as outlined in Your Service Plan.
Cosmetic Damage
Damage that does not affect the normal operation of the Appliance including but not limited to, dents, discolouration, marks and scratches.
Dispute
Dispute stands for a written or verbal application made by You regarding non-compliance with the terms of an agreement between You and Us in relation to the Services provided by the Company.
Electrical Part
Any part of the Appliance which was included by the manufacturer through which electricity runs. This does not include pipes, hoses etc.
Excess
Means the amount of money You must pay as the first part of each and every claim.
Geographical Limits
Compromising of the mainland of Great Britain only.
Mechanical Part
Any parts which have powered movement during normal operation of the Appliance. This does not include the detergent drawers etc.
Property
The house, bungalow or self-contained flat/maisonette, excluding any detached garages or outbuildings at the address shown in Your Property Service Plan. This excludes bed-sits or properties with multiple occupation/residential or nursing homes.
Service Check
A check carried out either by phone through a series of questions or by Us or an Authorised Repairer carrying out a check of the Appliance at Your home.
Service Plan
A document outlining the Appliances covered this agreement and key points of Your plan.
VAT
Value Added Tax calculated at the prevailing rate.
We/Us/Our
UK Service Plan is a trading name of UK Service Plan Ltd and is incorporated in England & Wales with Company Registration number 13225650.
You/Your
The person named on the Service Plan.
What this Service Plan Includes
This is a Service Agreement between You and Us. It is not a contract of insurance or an insurance policy. For the avoidance of doubt the repairs and replacement of Appliances is entirely at Our discretion.
1.1 The Service Plan includes telephone assistance on how to use, repair and service Your Appliance.
1.2 At Our discretion and subject to the Service Plan Terms & Conditions repair and/or replace the Appliances listed in Your Service Plan only, in the event of a Breakdown, subject to:
1.3 We reserve the right to choose whether to repair or replace the Appliance or pay You the sum of the repair/replacement to repair/replace in cash.
What this Service Plan Does NOT Include
2.1 This Service Plan will not repair, replace or cover the cost of repairing or replacing Your Appliance if:
2.2 The Excess that is shown in Your Service Plan.
2.3 Any loss or damage arising from faults, damage or infestation that You were aware of at the time You entered into this plan.
Repairs Procedure
3.1 You must stop using Your Appliance as soon as You become aware of a Breakdown or a possible Breakdown.
3.2 You must contact Us on Our repair’s helpline on 0333 880 1657 and one of Our remote technicians will guide You through the process of having Your Appliance repaired or replaced.
3.3 We will arrange for an Approved Repairer to assess the situation and carry out Emergency Repairs to Your Appliance or restore the normal operation of the Appliance.
3.4 We will pay up to a maximum as detailed on Your Service Plan for any claim including VAT, callout charges, labour, parts and materials.
3.5 We cannot be responsible for any inconvenience, loss or damage caused by a delay in the manufacturers, or their suppliers or agents, in supplying spare parts.
3.6 The maximum amount that We will pay and the maximum number of claims You can make during any Period of Cover is detailed on Your Service Plan including VAT.
3.7 You must not arrange for an Engineer yourself without Our prior approval. In the event You incur charges without having Our approval We will not pay the Engineer on Your behalf.
3.8 If We authorise You to make arrangements for Your own appointed Engineer You must ensure that they contact Us on the Repairs helpline before commencing any chargeable work.
3.9 You must ensure all invoices are made out UK Service Plan Ltd, and if the Engineer is VAT registered, they must send Us a VAT invoice within 14 days of the work being completed.
3.10 We may arrange for Your Appliance to be transported to one of Our repair centres to be repaired before being returned.
3.11 If Your Appliance is deemed Beyond Economical Repair, We will provide a replacement up to a maximum up to the current market value of Your Appliance if it had been a working Appliance (up to a maximum of £1,000.00 including VAT). Anything over £1,000.00 You will be liable to pay and We will not order the replacement until the difference has been paid in full by You.
3.12 You will be liable for the costs related to: disconnecting and recycling of Your old Appliance and the delivery of Your new Appliance. These costs must be paid to Us before We order Your new Appliance. Anything over £1,000.00 You will be liable to pay and We will not order the replacement until the difference has been paid in full by You.
3.13 If We decide not to approve Your request for a repair or replacement, We will refund You all payments made to date within 28 days.
Your Obligations
SUSPECTED GAS LEAKS MUST ALWAYS BE REPORTED TO NATIONAL GAS EMERGENCY SERVICE ON 0800 111 999
4.1 You should answer the initial questionnaire accurately, provide honest answers to all questions asked and provide any additional information that is relevant. Failure to do so may lead to the Service Plan being invalidated.
4.2 You must ensure that the Appliance has been fitted in accordance to the Manufacturer instructions.
4.3 You have a duty of care to look after, handle and operate Your Appliance in accordance to the Manufacturers guidance.
4.4 You must ensure that if You change Your Appliance, You contact Our customer service helpline to ensure Your Service Plan is updated to reflect this change. Failure to do will result in this Appliance not being covered.
4.5 You must ensure that You allow Our Authorised Repairer access to the Appliance. If the Appliance is built-in, You must at Your own expense arrange for the Appliance to be removed and easily accessible all round. If Our Authorised Repairer attends and finds that they do not have access You will be charged a £80.00 call out fee.
4.6 You must ensure that You check the Service Plan thoroughly to ensure that all the information is correct. In particular You should check that the make and model of the Appliance listed on the Service Plan is correct.
Payments Charges & Fees
5.1 You authorise Us to take the amounts shown on Your Service Plan on the dates shown on Your Service Plan.
5.2 Your Service Plan is set automatically to auto renew upon expiry for a further 12 months. You agree to allow Us to continue the same payment plan.
5.3 If You do not want to automatically renew Your plan You must let Us know at least 14 days
before the plan renewal date.
5.4 If You request a repair or replacement during the first 12 months of Your Service Plan, We reserve the right to request the remainder of Your plan price to be paid before commencing work if You are paying monthly for Your plan.
5.5 You must promptly pay Us or the Approved Repairer for all work authorised by You which is not covered under Your Service Plan.
5.6 A £45 Administration fee will be applied should You cancel Your Service Plan 28 days after the Start Date.
Cancellations
6.1 You can cancel Your plan at any time by emailing: [email protected] or by calling 0333 880 1657.
6.2 Cancelling within 28 days of the Start Date – You can cancel Your Service Plan within 28 days of Your start date for a full refund provided You have not made any request for Repair or Replacement.
6.3 Cancelling after 28 days of the Start Date – Your plan will be cancelled once the Administration fee has been paid and You will not be entitled to any refund.
6.4 We reserve the right to cancel Your plan at any time by giving You 28 days notice in advance. We will refund You on a pro-rata basis for the remaining of Your plan.
6.5 Any refunds will be paid within 28 days of Your request for a refund.
Complaints and Disputes
7.1 We seek to provide You with an extremely high standard of service. In the unlikely event that You are dissatisfied with the service provided please contact Us by either:
When sending the correspondence in writing, You need to state in the subject of letter/email that You are willing to make a Complaint, a Dispute claim or a request, so We can distinguish the Complaints and Dispute Claims from regular queries.
7.2 We accept correspondence and notices in English language only.
7.3 The Complaint or the Dispute claim of You is deemed to be received and registered by Us when:
7.3.1 We send a confirmation email to You;
7.3.2 We receive and register the correspondence letter.
7.4 We will acknowledge Your complaint within 5 business days of receiving it and do Our best to resolve matters within 14 working days.
7.5 If You are dissatisfied with the first response You receive, please let Us know and We will pass this to a manager to review and We will then send You a final response in writing.
7.6 We aim to respond and resolve all complaints and Disputes within 8 weeks.
7.7 The above complaints procedure is in addition to Your statutory rights as a consumer.
7.8 The contract, and any Dispute or claim arising out of or in connection with it or its subject matter shall be governed in accordance with English law.
7.9 For information about Your statutory rights, contact Your local authority trading standards service or citizens advice bureau.
7.10 The courts of England and Wales shall have exclusive jurisdiction to settle any Dispute or claim.
General Conditions
8.1 The contract, and any Dispute or claim arising out of or in connection with it or its subject matter shall be governed in accordance with English law.
8.2 Your details will be held and used by UK Service Plan Ltd and selected companies acting on Our behalf to administer Your Service Plan. We may disclose Your information to Our service providers and repair engineers to enable them to carry out a repair. We may also use Your data for training and testing purposes. In addition, We may pass Your data to any relevant regulator or Dispute resolution provider.
8.3 If You have given Us permission, Your details may also be used by Us or third parties for other marketing purposes. We and the third parties (if applicable) may contact You by mail, SMS, telephone or email. If You no longer want Your data to be used by third parties, please contact Us by either:
8.4 If You notice that any details, We hold about You are incorrect then You should promptly notify Us by:
8.5 Our full privacy notice is available on Our website: www.ukserviceplan.co.uk
8.6 Your plan is solely for the benefit of You and cannot be transferred or assigned to anybody else. The provisions of the Contracts (Rights of Third Parties) Act 1999 do not apply. Nothing in these terms affects Your Statutory Rights.
8.7 This Service Plan is not an Insurance Product and We are not regulated by the Financial Conduct Authority.
8.8 You must not use vulgar language.
8.9 You acknowledge that We may retain copies of any and all communications to using Our system.
8.10 Nothing in these Terms and Conditions excludes or restricts UK Service Plan Ltd’s liability for death or personal injury resulting from any negligence or fraud on the part of UK Service Plan Ltd.
8.11 Nothing in these Terms and Conditions excludes or restricts UK Service Plan Ltd’s liability for any direct or indirect loss or damage arising out of the incorrect provision of Services or out of reliance on incorrect information included on the Website.
8.12 Whilst every effort has been made to ensure that these Terms and Conditions adhere strictly with the relevant provisions of the Unfair Contract Terms Act 1977, in the event that any of these terms are found to be unlawful, invalid or otherwise unenforceable, that term is to be deemed severed from these Terms and Conditions and shall not affect the validity and enforceability of the remaining Terms and Conditions. This term shall apply only within jurisdictions where a particular term is illegal.
8.13 In the event of any conflict between these Terms and Conditions and any prior versions thereof, the provisions of these Terms and Conditions shall prevail unless it is expressly stated otherwise.
8.14 Nothing in these Terms and Conditions shall confer any rights upon any third party. The agreement created by these Terms and Conditions is between You and UK Service Plan Ltd.
8.15 These Terms and Conditions and the relationship between You and UK Service Plan Ltd shall be governed by and construed in accordance with the Law of England and Wales and UK Service Plan Ltd and You agree to submit to the exclusive jurisdiction of the Courts of England and Wales.
Fraud
9.1 If We have reason to believe that You or someone authorised by You have made a false, dishonest or exaggerated statement, declaration or have attempted to falsely or dishonestly obtain a repair or replacement We reserve the right to place the repair on hold for 28 working days whilst We investigate or advise You of when We will be in a position to complete Our investigations.
9.2 In the event it is found that You have acted fraudulently We will cancel Your plan without repairing, replacing or settling any outstanding bills and no refund will be provided.
9.3 We aim to carry out all repairs and replacements within a reasonable amount of time. If We expect delays, We will inform You of the likely completion date.
How to Contact Us
10.1 You can contact Us in one of three ways:
10.2 If You are contacting Us to arrange a repair, You can email or call Us on:
10.3 Opening hours: Monday to Friday
Protecting the following brands plus many more
At UK Service Plan, we have a dedicated UK-based call centre, offer nationwide coverage, expert engineers and competitive prices – we have everything covered!
UK Service Plan is a Trading Name of UK Service Plan Ltd, 91 Princess Street, Manchester, M1 4HT, incorporated in England & Wales with Company Registration number: 13225650 . VAT Number: 372 9046 82. ICO registration number: ZA918285.
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