Please read these terms alongside your plan documents. Together they form the agreement between you and Repair & Assure Ltd.
Your Service Plan start date is shown in your plan documents. Where your Service Plan begins after the expiry of the manufacturer's warranty, the start date shown in your plan documents will apply.
It is important that you read these terms and conditions carefully. These terms and conditions, together with your plan documents and any changes we notify you of (whether at renewal or otherwise), form the agreement between you and us.
This Service Plan gives you the right to request assistance from Repair & Assure. It does not give rise to a contractual entitlement to any particular service, repair, replacement or other outcome. Each request will be individually assessed by Repair & Assure, which will exercise its discretion in determining whether services are authorised and the appropriate service response.
Your Service Plan will begin thirty (30) days after your application has been processed. During the initial thirty (30) day period, telephone assistance only will be available. Any faults reported during this period will be treated as pre-existing and will not be eligible for engineering assistance.
Following the initial thirty (30) day period, you may request telephone and engineering assistance. Engineering assistance is not automatic. Every request is individually assessed by Repair & Assure. Repair & Assure exercises its discretion, acting reasonably, when determining whether services will be authorised and the appropriate service response.
1
Definitions
Service Plan
this contract for services.
Product(s)
the appliance(s) included in this Service Plan, as shown in your plan documents.
We/us/our
Repair & Assure Ltd, the provider of the Service Plan.
You/your
the person named in your plan documents.
Your plan documents
the personalised documents confirming your Service Plan, provided when you take out or renew your plan.
2
Contract for services
Not an insurance product
This Service Plan is intended to operate as a contract for services and not as an insurance product. Repair & Assure provides customer support, repair services and engineering services through its authorised service network. Every request for assistance is individually assessed by Repair & Assure before any services are authorised. This Service Plan is a contract for services and is governed by the applicable laws and regulations of the United Kingdom relating to service contracts.
3
Conditions
The following conditions apply to this Service Plan:
You must provide us with all relevant information we reasonably request when you apply for the Service Plan. All information provided must be accurate and must not be false, misleading, or exaggerated.
Your Product must have been installed, maintained, and used in accordance with the manufacturer's instructions.
Your Product must be owned by you and used solely for domestic purposes.
Your Product must be used in a private home occupied by a single household at the address provided to us.
Your Product must be reasonably accessible, meet all relevant safety standards, and be safe to work on.
If your Product stores data or images (for example, laptops or PCs), it must not contain any illegal content. Where we reasonably believe such content may exist, we reserve the right to refuse or suspend the provision of services and/or notify the relevant authorities where required or permitted by law.
Where work is required to make your Product accessible, compliant with relevant safety standards, or safe to work on, you are responsible for ensuring this is completed at your own cost. For example, you may be required to arrange repairs such as rectifying a gas leak before we can provide services.
Where you have requested services from us, you must notify us if such work is required, inform us when it has been completed, and provide relevant certification where applicable. We will not provide services until these requirements have been satisfied.
4
Service requests
If your Product suffers a mechanical or electrical breakdown after the end of the manufacturer's parts and labour guarantee period, our Customer Services team will first attempt to resolve the issue by telephone.
Engineering assistance is not automatic. Every request is individually assessed by Repair & Assure. Repair & Assure exercises its discretion, acting reasonably, when determining whether services will be authorised and the appropriate service response.
If we are unable to resolve the issue, Repair & Assure will assess the request and, exercising its discretion reasonably, determine whether services will be authorised and how they will be provided under the Service Plan.
Alternatively, where Repair & Assure, exercising its discretion reasonably, determines that repair is not the most appropriate service response, Repair & Assure may provide a replacement Product of the same or similar specification.
If Repair & Assure decides, acting reasonably, not to authorise services in relation to a request which would otherwise fall within the scope of your Service Plan, we will notify you of our decision in writing.
In such circumstances, Repair & Assure will refund all Service Plan fees actually paid by you in respect of all Service Plan periods and will terminate your Service Plan with immediate effect. No further Service Plan fees will be payable by you following termination.
Where Repair & Assure provides a replacement Product, you will be responsible for its disposal unless we agree otherwise.
Repair & Assure does not provide or pay for the installation for integrated, built in, or freestanding appliances, nor do we provide or pay the costs for removal of previous appliances.
Where Repair & Assure provides a replacement Product, your Service Plan will continue in respect of the replacement Product for the remainder of your current annual Service Plan period or twelve (12) months from the date of replacement, whichever period is shorter.
To request assistance, please contact us as soon as possible by telephone. The telephone number is shown in your plan documents.
There is no limit to the number of requests for assistance you may submit during the term of your Service Plan, unless your Service Plan ends.
We may require you to provide information reasonably necessary to assess your request. You must provide any such information and supporting documents we request. Requested documents should be sent to the address set out in the “Customer Services Details” section below.
Only engineers approved by us are authorised to carry out work under this Service Plan, unless we agree otherwise in advance.
Repairs will be carried out during the repairer's normal working hours (at least 9am to 5pm, Monday to Friday) on a date agreed with you. You must ensure access to the Product is available at the agreed time.
If you are unable to keep an agreed appointment, you should notify Repair & Assure as soon as reasonably practicable so that the appointment can be rearranged. If you repeatedly fail to provide access to the Product at agreed appointments, repeatedly fail to attend agreed appointments, or otherwise prevent engineering attendance, Repair & Assure may, acting reasonably, rearrange, suspend or decline further services under the Service Plan.
You must take reasonable steps to minimise any further damage to your Product, for example by stopping use where continued use is likely to cause further damage.
Where a replacement is provided, it will be a new or refurbished Product of the same or similar specification.
5
Exclusions
Unless listed under the “What this Service Plan includes” section, the following are excluded from this Service Plan, and we will not provide services in relation to:
Damage during delivery, installation or transportation by a third party who is not our agent.
Products over ten (10) years of age.
Breakdowns covered by any manufacturer's, supplier's or repairer's guarantee or warranty.
Replacement or recall of the Product (or any part) by the manufacturer or supplier.
Work required solely due to changes in legislation or regulatory requirements.
Failure to follow the manufacturer's instructions.
Issues relating to utilities or external services, including electricity, gas, water, broadband or broadcast content.
Routine maintenance, cleaning, servicing and re-gassing.
Repairs carried out outside your country of residence.
Costs or losses arising from inability to use the Product (for example, hiring replacement equipment), or indirect costs arising from breakdown or repair (for example, removal or reinstatement of built-in equipment).
Damage to other property or possessions unless caused by our negligence.
Cosmetic damage, including scratches, dents or paintwork damage.
Loss or damage caused by theft, attempted theft, neglect, deliberate damage, animals, plants or trees.
Loss or damage caused by external events or natural hazards including flood, fire, lightning, storm, weather conditions, corrosion, chemical exposure, explosion or similar events outside our reasonable control.
Products not registered under this Service Plan.
Repairs, maintenance work or parts not approved by us.
Damage to ceramic or glass surfaces.
Commercial or business use, including charities, not-for-profit organisations or local authorities, unless agreed in writing by us.
Fraud or attempted fraud, or where the condition of the Product is inconsistent with the information provided in your request.
Replacement of consumables and accessories including batteries, bulbs, fuses, filters, cables, plugs, removable parts, brushes and similar items.
Screen-related issues such as minor pixel defects within manufacturer tolerance, cosmetic marks, or screen burn.
Television issues relating to broadcasting changes, software interface issues, or external signal systems.
Damage caused by accident.
AGAs and gas tumble dryers.
6
Payments
If you pay the fees on an instalment basis, you must make payments in accordance with the “Payment Schedule” set out in your plan documents.
If we are unable to collect a payment, we may attempt to collect it again unless you instruct us otherwise.
Once all instalments for the initial plan period have been paid, no further payments will be taken for that period unless and until your Service Plan renews (see “Duration and Renewal of Your Service Plan”).
If you choose to pay in advance, the full fee (including applicable taxes) must be paid before the Service Plan starts.
We may use a third-party collection agency to recover any amounts owed to us.
If you fail to make payment when due, your Service Plan may be suspended During any period of suspension Repair & Assure will not authorise new requests for assistance.
7
Term & renewal
The initial plan period begins on the start date and continues until the expiry date shown in your plan documents, unless ended earlier in accordance with these terms.
Before your Service Plan ends, we will notify you regarding renewal. The renewal notice will confirm the applicable fee, which may change at renewal.
A cooling-off period of fourteen (14) days applies to each renewal of your Service Plan.
We reserve the right not to offer renewal of your Service Plan.
8
Cooling-off & cancellation
The cooling-off period is fourteen (14) days from receipt of your plan documents or the Service Plan start date, whichever is later.
If you cancel during the cooling-off period, we will refund any fees paid.
You may cancel your Service Plan within sixty (60) days, including the cooling-off period, and receive a pro-rata refund for the remaining full months, less any applicable fees.
If you have received a repair, no refund will be given. In such cases, you may be required to pay the cost of the repair, capped at the Service Plan fee less any payments already made in the current period.
To cancel, please contact us on 0800 088 2943 during customer service hours (08:00–18:30) or write to us at the address in the “Customer Services Details” section.
To avoid any misunderstanding regarding outstanding payments, please contact us directly before cancelling.
9
Termination by us
If you fail to comply with the conditions of this Service Plan, we may terminate your Service Plan and will not provide further services.
We may also cancel your Service Plan by giving you fourteen (14) days' written notice.
We will confirm any termination or cancellation in writing to your last known address.
10
Transfer
With our permission, you may transfer your Service Plan to a new owner of the Product by providing written notice.
The Service Plan cannot be transferred to any other Product.
11
Changes to terms
We may modify or replace these terms where necessary to:
comply with law, regulation or guidance;
correct errors or ambiguities; or
reflect changes in the scope or nature of the Service Plan.
We will give you fourteen (14) days' written notice of any material change that affects your rights or obligations.
12
Data protection & marketing
We and our partners may use your information to provide services, manage your Service Plan, recover amounts owed, carry out fraud prevention, regulatory reporting, identity verification, analytics, and service improvement.
We may also use your information for marketing purposes, including contacting you by mail, telephone, email or electronic messaging, unless you opt out.
Your information may be shared with third parties acting on our behalf.
You may request access to your personal data at any time.
If your details change, or you wish to change your marketing preferences or opt out, you may contact our Data Protection Officer at the address provided in your plan documents.
13
Third-party rights
This Service Plan is personal to you. No rights or benefits under it may be assigned or transferred to any third party unless we agree otherwise.
14
Governing law & statutory rights
We will communicate with you in English, and English law will apply to this Service Plan unless we agree otherwise with you.
Nothing in these terms and conditions affects your statutory rights. For further information about your statutory rights, you may contact Citizens Advice at www.citizensadvice.org.uk or 03454 04 05 06.
15
Company information
This Service Plan is provided by Repair & Assure Ltd, registered in England and Wales (Company No. 10539230). Registered office: Chandos House, 26 North Street, Brighton, BN1 1EB.
Separate agreement
Repair-Only Terms & Conditions
These terms apply to a one-off Repair-Only booking and are separate from the Service Plan above.
1
Overview
The Repair-Only Service provides access to Repair & Assure's nationwide engineer network for the diagnosis and repair of your appliance.
This service relates solely to the repair request you have booked and does not include any ongoing Service Plan unless separately purchased.
2
Engineer attendance
One of our engineers or approved repair partners will attend your property to inspect and diagnose the reported fault.
Following the engineer's assessment, Repair & Assure will confirm the appropriate repair options and any applicable costs before proceeding with any chargeable repair work.
3
Call-out fee
A standard call-out fee is payable for the engineer's attendance and diagnosis.
The call-out fee:
Covers the engineer's attendance and diagnosis of the reported fault.
Is payable regardless of whether you choose to proceed with the repair.
Will be confirmed at the time of booking.
4
Repairs
Once the fault has been diagnosed, Repair & Assure will explain:
the fault identified;
the recommended repair;
any replacement parts required; and
the total repair cost.
No repair work requiring additional payment will be carried out without your agreement.
5
Parts
Where replacement parts are required:
Parts will be quoted separately unless otherwise agreed.
Labour for fitting authorised parts will be included within the agreed repair quotation.
All parts supplied remain the property of Repair & Assure until paid for in full.
6
No ongoing Service Plan
Unless separately agreed in writing, this Repair-Only Service:
does not include an ongoing Repair & Assure Service Plan;
does not provide ongoing repair assistance after completion of the repair; and
does not include future engineer attendance other than in relation to the repair booked.
7
Cancellation
You may cancel your booking before the engineer has been dispatched.
If the engineer has already been dispatched or attended the appointment, the call-out fee remains payable.
Privacy Statement
Introduction
Repair & Assure Limited understands that your information is important, and we would
assure
you that we use your information both responsibly and securely. This statement will
explain
what information we collect, why we collect it, what we do with it, how long we keep
it for,
who can access it, and what your rights are.
What we need to collect
We need to collect the following information:
Full Name
Email Address
Telephone Number
Information about your appliance, including make, model, age, guarantee, and
warranty
details
Home Address
Bank Details & Payment details
Why we need it
We need this information in order to:
Handle your enquiries with your consent
Carry out repairs as you have contracted us to do
Market our services where you have consented
Take payment for the services you have contracted
Register your appliance with our manufacturing and retailing partners
Other legitimate interests such as customer surveys, printing services, and
verifying
your identity
What we do with it
Your information will be stored in our Customer Management System (CRM). This system
will
then be used for generating quotes, servicing, or marketing preferences.
When booking a repair, additional information will be taken as needed for that
booking. Any
information collected, if necessary, will be passed through to our engineering
partners so
that they can attend the booking and fulfil any services rendered.
Provided opt-in permission has been granted, we will add your name to our marketing
listings
and contact you by telephone, email, or letter with relevant marketing offers
(limited to
approximately once a quarter).
Whilst processing payments, your information will be passed to our banking partners
and/or
card processing suppliers, and a record of the payment will be held in both our
accounting
system and our Customer Management System.
All companies and partners we work with have suitable data protection measures in
place,
ensuring your rights and freedoms are not affected.
How long we keep your information
We will keep your personal information for six years after the termination of your
plan, or
for the length of services we provide, whichever is longer. Under certain
circumstances,
such as fraud investigations or ongoing complaint proceedings, your data may be held
beyond
our standard practices.
What are your rights
You can:
Request a copy of the data we hold on you. If you wish to do this, please submit
a
subject access request to
[email protected].
Request that we correct or update the data we hold on you. If you wish to do
this,
please email
[email protected].
Request that we delete the information we hold on you. If you wish to do this,
please
email
[email protected].
Request that we keep your data but do not use it. If you wish to do this, please
email
[email protected].
Request that we send a copy of your data to another organization. If you wish to
do
this,
please email
[email protected].
Object to how we are using your data. If you wish to do this, please email [email protected].
Raise a complaint with the Information Commissioner's Office (ICO). If you wish
to do
this, please follow this link to the ICO and follow their instructions: https://ico.org.uk/make-a-complaint/.
Additionally, we must inform you if we suffer a data breach affecting your data in a
way that
poses a risk to your rights and freedoms, or if we carry out your request to
correct/update,
erase, or stop using your data.
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