Terms and Conditions

Terms and conditions of Service

This page tells you the terms and conditions on which we supply any of our services listed on our website www.repairandassure.co.uk (our website) to you. Please read these terms and conditions carefully and make sure that you understand them before ordering anything from our site. You should understand that by ordering anything from us, you agree to be bound by these terms and conditions.

Information About Us

We, Repair and Assure Limited, operate the website www.repairandassure.co.uk. We are registered in England and Wales under company number 10539230 and have our registered office at: Chandos House, 26 North Street, Brighton BN1 1EB

Plan Terms and Conditions

Your policy start date is shown on your plan schedule, for all cases where a plan has started after the expiration of your manufactures warranty.

It is important for your benefit and protection that you read these terms and conditions. These and your certificate, and any changes we notify you about (at renewal or otherwise), form your agreement with us. We intend to rely on the terms and conditions set out in this document. Full protection will start thirty (30) days after your application is processed, during the first thirty (30) day period you will be provided telephone assistance only, as any faults reported within the initial thirty (30) days will be considered pre-existing. After this initial thirty (30) day period you will be entitled to telephone and full engineering assistance as per your terms and conditions.

Definitions

Plan: this contract of services.

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

We/us/our: Repair & Assure Ltd, the provider of the plan. You/your: the person named on your certificate.

Your certificate: the personalised section of your plan documentation, sent to you once you have taken out a plan or at renewal.

Eligibility

You must be at least 18 years old and resident in the United Kingdom to be eligible. Your product must be in good working order when this plan starts.

Contract of services

This plan is not categorised as an insurance product and therefore insurance regulation does not apply. This plan is a contract of services and is governed by UK laws and regulations concerning service contracts.

Important conditions and your obligations

Conditions

The following conditions apply to this plan:

* You must provide us with all relevant information that we request when you apply for the plan. All information you give must not be false, exaggerated or misleading;

* Your product must have been installed, maintained and used in accordance with the manufacturer’s instructions;

* Your product must be owned by you and kept only for domestic use.

* Your product must be used in a private home, solely occupied by a single household (at the address you gave to us);

* Your product must be easily accessible and meet all relevant safety

standards and be safe to work on; and

* Your product (if it can store data or images, e.g. laptops or PCs) must not contain any content that may be illegal, and if we find any content, we consider to be illegal, we reserve the right to inform the relevant authorities.

Your obligations

You must arrange any work required to make your product accessible and compliant with all relevant safety standards and safe to work on, e.g. you will be responsible for carrying out work required to fix a gas leak.

Where you have requested services from us, you must also notify us if such work is required, let us know when it has been completed and provide us with the relevant certification (if applicable). We won’t provide our services until you have fulfilled these obligations.

If you do not comply with the conditions and the eligibility requirements above or do not fulfil your obligations above, we will end your plan.

What this plan includes

Breakdown

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 try to resolve the problem over the telephone. If we are not able to resolve the problem, we will, at our discretion, decide whether to approve a repair. Where a repair is approved, we will then authorise an engineer to carry out your repair, or we may also (at our option), decide to replace or pay the cost of replacing your product, in each case subject to these terms and conditions.

How to request repair

To request a repair please contact us as soon as possible by telephone. The telephone number will be shown on your plan document.

Limits of the plan

There is no limit to the number of repairs you can request unless your plan ends.

Repairs information

Information we may require

You must give us all information we need to verify your repair request. You should send any requested documents to the address in ‘Customer services details’ below.

Important information about repairs

Only engineers approved by us are authorised to carry out repairs under this plan, unless we agree otherwise in advance. Repairs will be carried out within the repairer’s normal working hours (which are at least 9am to 5pm, Monday to Friday) on a date agreed with you. Please have your plan documentation to hand when the repairer arrives. If your product breaks down, you must take reasonable steps to limit damage, e.g. stop using it if this is likely to cause further damage.

Replacements

If a repair is approved, we may (at our option), decide to replace your product with a new product of the same or similar technical specification.

What happens if your product is replaced?

If we decide to replace your product any unpaid fee for the current plan period will become due. No fee paid will be refunded. When your product is replaced (or you have received our contribution) your plan will continue on the new appliance with twelve (12) months of cover, or the remainder of your plan period, whichever is shorter.

Product disposal and delivery, installation and other costs

If the product is taken or sent away from your home for repair and is then replaced, the original product will become our property and we will dispose of it. If your product remains in your home but is replaced, you will be responsible for disposing of it at your own cost. We do not cover the costs of instillation for integrated, built in, or freestanding appliances, nor do we cover the costs for removal of previous appliances.

What happens if we decide not to repair or replace?

If we decide not to approve a repair or replacement request which would otherwise fall within the terms of your plan, we will inform you. All fee 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 last address you gave us.

General exclusions

Unless they are listed under the ‘What this plan includes’ section, the following are excluded from the plan, and we will not pay for repairs which relate to:

* Damage during delivery, installation or transportation of the product by a third party who is not our agent.

* Any appliances over ten (10) years of age.

* Any breakdown cost already covered by any manufacturers, suppliers or repairer’s guarantee or warranty on a product.

* Replacement or recall of the product (or any part) by a supplier or the manufacturer.

* Modifying or making a product comply with legislation, work on the product that is only required due to legislation changes or making it safely accessible.

* Your failure to follow the manufacturer’s instructions.

* Any problem with the supply of electricity, gas, water, broadband or broadcast content.

* Routine maintenance, cleaning, servicing and re-gassing.

* Repairs carried out outside of your country of residence.

* Costs or loss arising from not being able to use your product (e.g. hiring a replacement TV), or incidental costs caused by breakdown or repair (e.g. costs to remove or reinstate built-in or fitted equipment).

* Damage to any other property or possessions, unless it is our fault.

* Cosmetic damage such as damage to paintwork, dents or scratches.

* Any loss, damage or impairment to functionality caused by: theft, attempted theft, neglect, deliberate damage or damage caused by animals, plants or trees.

* Any loss, damage or impairment to 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, radiation, explosion, sabotage, terrorism, insurrection, revolution, war, riot, armed conflict, civil commotion, rebellion, man-made events or catastrophes or technological hazards.

* Any appliance not registered under the plan.

* Repairs, maintenance work, or use of spare parts, where not approved by us.

* Damage to ceramic or glass surfaces.

* Commercial or business use including use by charities, not- for-profit organisations, local government or other such similar organisations (unless we agree in writing beforehand).

* Fraud or attempted fraud, or where the condition of the product is not consistent with the request you made.

* The cost of replacing any accessories including external fuses, batteries, rechargeable batteries, power cells, light bulbs changeable by the user, fluorescent tubes and related starter components, filters, attachments, cables and cable joints, plugs, light covers, grills, removable parts,

glass and enamel parts, catalytic panels, external piping, rain covers, starter connections and straps, 3D glasses, vacuum cleaner bags, brushes and tubes.

* For products with screens: repairs due to pixel failure where the number or location of pixels does not exceed the manufacturer’s acceptable limit, marks on the screen, or burned screens.

* For televisions, the change from analogue to digital broadcasting including terminating analogue transmissions, software interface problems, satellite or cable systems or gaining access to cables within the fabric of a building or wall.

* Damage caused by, or arising from, accident.

Special exclusions

In addition to the ’General exclusions’ above, the following are excluded from

the plan, and we will not pay for repairs which relate to:

* AGAs and gas tumble dryers.

Paying your fees

If you pay the fees (inclusive of all applicable taxes) on an instalment basis, you must make regular payments in accordance with the ‘Payments schedule’ set out in your plan documentation. If we are unable to collect a payment from your bank, we may attempt to request payment again unless you advise us otherwise. When you have paid your instalments payments for the number of consecutive payments shown in the ‘Payments schedule’, if the initial plan period has not yet expired, no further payment will be taken for the remainder of the initial plan period, unless and until your plan renews for a further period (see ‘Duration and renewal of your plan’ below).
If instead you choose to pay all the fees for the period in advance in one payment, you must pay this amount (inclusive of all applicable taxes) before the plan will start.
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.

Duration and renewal of your plan

The initial plan period begins on the ‘start date’ and continues until the ‘expiry date’, as specified in your certificate (unless ended in accordance with these terms and conditions).
Before your plan ends, we will write to you about renewing. Your renewal notice will show the amount to pay. The fee payable may increase at renewal.
A cooling off period (lasting 14 days from renewal of the plan) applies at the renewal of your plan.
We reserve the right not to offer you a renewal on your plan.

Cancelation and ending of the plan

The ‘cooling off period’ is the fourteen (14) day period from receipt of your documentation or from the plan start date, whichever is later.
If you change your mind during the cooling off period, you can cancel your plan and we’ll refund any fee paid.
If your plan automatically ends or is cancelled by us, these rights do not apply (see ‘Our right to cancel your plan or bring it to an end’ below).

After the cooling off period

* You may cancel the plan up to Sixty (60) days including the “cooling off period” outlined above, and we will refund a proportion of your plan fee relating to the remaining full months outstanding less any fees.

* If you have received a repair, no refund will be given and you will have to pay the cost of the repair. This will be capped at the plan fee (less any fees you have already paid in the current period).

How to cancel

If you wish to cancel your plan, please contact us on 0800 088 2943 during our customer services hours of 08:00am – 18:30pm. You can also cancel by writing to us at the address specified in the ‘Customer services details’ section. If you do wish to cancel, please contact us directly to avoid any miss communications regarding outstanding payments.

Our right to cancel your plan or bring it to an end

If you fail to comply with certain conditions and obligations (see ‘Important conditions and your obligations’ above) we may bring your plan to an end and we won’t provide any further services to you under the plan.
We reserve the right to cancel your plan by giving you fourteen (14) days’ notice.
In each case, we’ll confirm any such ending or cancellation of the plan in writing to the last address you gave us.

Customer services details

For customer services call 0800 088 2943, write to us at Repair & Assure, Suite C, Second Floor, Redhill Chambers, 2d, High Street, Redhill, RH1 1RJ or email us by clicking on ‘contact us’ on our website: www.repairandassure.com Calls to 0800 numbers are free. Calls may be recorded and monitored for quality and training purposes.

How to complain

If you wish to complain or you are unhappy with the service provided, please contact our customer services team (see ‘Customer services details’ above).

Transferring your plan to a new owner

With our permission you may transfer your plan to a new owner of the equipment by giving us written details in writing. Your plan can not be transferred to any other equipment.

Changes to these terms and conditions

We can, at any time and after taking a fair and reasonable view, 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; and

* Rectify changes in the scope or nature of the protection provided to you. We will give you fourteen (14) days’ written notice of any change that could have a material effect on your rights or obligations. The new terms and conditions will take effect from the date specified in the notice.

Important data protection information

Repair & Assure Ltd and its business partners will use your information (which you or others have provided to us) to provide the requested service and for administration (including the recovery of any amounts owing, where applicable), marketing, market research, customer surveys, regulatory

reporting, to check and verify your identity and analytics and testing purposes. Your information may also be shared with selected companies acting on our behalf. We, along with our business partners and third parties may use your information to tell you about any offers, products or services which may be of interest to you. You may therefore be contacted by mail, telephone, email and/or other electronic messaging services unless you have asked not to be. You may request a copy of your data. Should your personal details change, if you wish to change your marketing preferences or if you wish to opt out of receiving marketing information, please let us know by writing to: Data Protection Officer, Repair & Assure Ltd, Suite C, Second Floor, Redhill Chambers, 2d, High Street, Redhill, RH1 1RJ.

Exclusion of third party rights

This plan is only for your benefit. No rights or benefits will be given to any other third party under the plan.

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 contact the Citizens Advice Bureau: www.adviceguide.org.uk or 03454 04 05 06.

Company information

This plan is provided by Repair & Assure Ltd. Registered in England and Wales. Company No.10539230, registered office: Suite C, Second Floor, Redhill Chambers, 2d, High Street, Redhill, RH1 1RJ.

Changes to these terms and conditions

We can, at any time and after taking a fair and reasonable view, 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; and