Terms & Products & Pricing

For products that are out of guarantee at the time you take out a plan, your plan will commence 30 days from your live date (except where paying monthly), and for the cover to be live, you must have paid the premium in full.

General Notice

It’s important that you take the time to read these terms and conditions carefully, including any relevant exclusions or special conditions. We intend to rely on these terms and conditions set out in this document.
Definitions

Plan :

This is a contract of services. This cover will only be in force if your plan has been paid for in full.

Product :  The appliance(s) protected by this plan, as shown on your certificate.

We/Us/Our :  Britannic Appliance Services – the provider of the plan

You/Your :  The person named on your certificate.

Your certificate : This document

Eligibility

You must be at least 18 years old and a resident of the UK to qualify for eligibility. Your product must be in good working order when this plan commences.

Service contract

This plan is a contract of services and is governed by UK laws and regulations concerning service contracts. This is not an insurance product as defined by the FCA.

Conditions

The following conditions apply to this plan:

• You must provide us with any information that we request when you apply for the plan. All information given must be accurate;
• If you’re paying for your plan via instalments (excluding monthly payment customers), the full years fee will need to be paid in full prior to any fault being accepted;
• Your appliance must have been installed, maintained and used in accordance with the manufacturers guidelines;
• Your product must be owned by you and used for domestic purposes;
• Your product must be used in a private home, solely occupied by a single household at the address you give to us;
• Your product must be easily accessible, meet all relevant safety standards and be safe to work on

Breakdowns

If your product suffers a mechanical or electrical breakdown after the manufacturers parts and labour guarantee period has concluded, our first response will be to attempt to resolve the issue over the phone by connecting you to one of our trained representatives. If we are unable to find a solution during the telephone consultation an engineer will be appointed to evaluate the fault.

At this stage we will decide whether to approve the repair. Where a repair is approved, we will authorise and facilitate an engineer to conduct the repair, or we may instead elect at our discretion to replace or pay the cost of replacing your product, in accordance with the terms and conditions.

Submitting a repair request

To request a repair please contact us at your earliest convenience by telephone or by visiting our website.

Who can conduct repairs?

Only engineers appointed by us are authorised to carry out repairs under the plan, unless we agree in advance in writing to permit you to use your chosen repairer. Repairs will be carried out within the repairers normal working hours which are typically 9:00am to 5:00pm Monday to Friday on a date agreed with you. If your product breaks down, you must take reasonable steps to limit the damage, e.g. stop using the appliance if further damage is likely. If we approve a repair but are unable to find an approved engineer, we’ll permit you to use your chosen repairer. This permission will be sent to you in writing for confirmation. Before this confirmation will be given, your chosen repairer will be required to supply us with an estimate to allow the cost to be considered. You will have to pay them and claim the cost back from us. Please keep a copy of your invoice to send to us.

Replacements

If a repair is approved, we may at our discretion decide to replace your product with a new product of the same or similar technical specification. If we decide that your product needs to be replaced but we cannot reasonably arrange a replacement, we may decide to give you vouchers instead. The vouchers will be for the retail price less VAT (less your plan contribution fee for replacement machines if this has not been paid) of a replacement product of the same or similar technical specification. If we decide to replace your machine we will need a payment of £100 contribution for a freestanding appliance or £150 contribution for an integrated appliance, either via card or BACS. This charge will only apply if your machine is replaced. If you would like a replacement machine above the specifications of your current machine, you will need to pay the difference on top of the contribution fees.

If the manufacturer replaces your product under a manufacturer’s guarantee, the plan will continue on the replacement appliance as if it were the original product, if we decide to replace your product or give you vouchers for a replacement, your plan will end immediately. No further amounts will be payable. We’ll confirm this in writing to the most recent address provided to us.

Product disposal, delivery, installation and other costs

In all cases you will be responsible for installing the new appliance and paying any related costs, including removal of your old appliance. We can arrange this on your behalf, but removal and installation fees may apply.

In cases where repair or replacement is not viable

We reserve the right in some cases to elect not to approve a repair request or facilitate a replacement which would otherwise fall within the terms of your plan. When this is the case we will inform you. All payments you have made in the current period of your plan will be refunded and your plan will end immediately. No further amounts will be payable. We’ll confirm this in writing to the most recent address provided to us.

Exclusions

The following are excluded from the plan, and we will not pay for repairs or replacements which relate to:

• Damage during delivery, installation or transportation of the product by a third party who is not our agent.
• Any breakdown cost already covered by a manufacturers, suppliers or repairers guarantee or warranty on a product.
• Replacement or recall of the product or any part by a supplier or the manufacturer.
• We do not repair Range Master or AGA ovens.
• We do not repair American style double fridge freezers
• Your failure to follow the manufacturer’s instructions
• Routine maintenance, cleaning, servicing and re-gassing.
• Costs or loss arising from the inability to use your product (for example the cost of using a launderette), or incidental costs caused by breakdown or repair.
• Damage to any other property or possessions, unless it is our fault.
• Cosmetic damage such as damage to paintwork, dents or scratches.
• Any appliance not registered under the plan
• Any loss or damage or impairment of functionality caused by earthquake, flood, lightning, fire, wind, humidity, weather conditions, salt spray, storm or other natural events or catastrophes, abnormally high or low temperatures, plumbing problems, corrosion, chemical exposure.
• Repairs, maintenance work, or use of spare parts where not approved by us.
• Fraud or attempted fraud, or where the condition of the product is not consistent with the request you made.
• For products with screens, repairs due to pixel failure where the number of pixels does not exceed the manufacturers acceptable limit, marks on the screen or burned screens.

Payments

If we are unable to collect a payment from you we will contact you to notify you that the payment was unsuccessful. We may use a collection agency to recover any amount owing to us. If you do not pay for your plan on time it will be suspended from the due date. Any requests for repairs past this date will not be considered for approval unless payment is received. If instead you choose to pay all the fees for the period in advance in one payment, you must pay this amount before the plan will start. We may use a collection agency to recover any amount owing to us.

Duration

The initial plan period begins on the start date and continues until the renewal date as specified in your certificate. Before your plan ends we will contact you about renewing. Your renewal notice will show the new amount to pay. The fee payable may be adjusted at renewal, meaning the cost could be higher or lower than it had been previously. If we fail to receive confirmation that you do not wish to renew, your policy will renew automatically ensuring no gap in your plan. We reserve the right not to offer you a renewal on your plan.

Cancellation

There is an initial cooling off period as defined below:

The cooling off period is the fourteen day period from the plan start date. If you change your mind during the cooling off period you can cancel your plan and we’ll refund any fees paid. If you cancel your plan after your fourteen day cooling off period you will not be entitled to any refund. Please call our customer services team who will process the cancellation and send you email confirmation upon your request.

Complaints

If you wish to complain or you are unhappy with the service provided, please call our customer services team or email us.

Items we do not repair

Aga Ovens, American style Ovens and fridge freezers with a width in excess of 600mm, any top loading washing machines or driers.

If your item falls into these categories, please contact us within 14 days of receiving this paperwork as your plan may be invalid.

Changes to the terms and conditions

We may modify or replace these terms and conditions in order to comply with the law, regulations, industry guidance or codes of practice. Rectify errors or ambiguities, reflect changes in the scope or nature of the protection provided to you.

We will give you 30 days written notice of any change that could have an impact on your rights or obligations. If you do not agree with the new terms and conditions, you may cancel your plan by notifying us within the notice period and you will receive a pro-rata refund of any payments that you have made for the unexpired period of your plan.

Data protection

Britannic Appliance Services and its business partners will use your information only to provide the requested service and for the administration (including the recovery of any amounts owing, where applicable, customer surveys, regulatory reporting, to check and verify your identity and analytics and testing purposes. You may request a copy of your data, if your personal details change please let us know by calling our customer services team.

Governing law and statutory rights

We will communicate with you in English and English law will apply unless we agree otherwise with you. Nothing in the conditions will reduce or affect your statutory rights, for further information about your statutory rights you can contact the citizens advice bureau via their website www.adviceguide.org.uk or by telephone 0345 404 0506.

Customers with disabilities

We offer a number of services for customers who have disabilities including providing documents in Braille, Large print or audio formats. Should you need to request these services please contact us via the contact information supplied in your certificate.