Service Plan Terms & Conditions

Thank You for taking out an Appliance Service Plan with UK Service Plan. We are thrilled that You’ve chosen Us for Your Appliance Cover.

This document, also known as the “Plan” from time to time, embodies the full understanding between both parties regarding the services and Support We are committed to providing under the stipulations of this Plan.

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.

For those opting for an annual payment, the Agreement takes effect from the date of Your purchase or the date of renewal and remains valid for twelve months following the receipt of Your payment. Annual fees are charged to Your credit or debit card.

If You’ve chosen a month-to-month service, the Agreement begins when We receive Your initial payment and continues in monthly increments for as long as each successive payment is received. Monthly payments are processed via direct debit.

Please be aware that should there be a failure to meet the payment due date for either the monthly or annual Plan, We hold the authority to cancel this Agreement with immediate effect.

It is important that You read these Terms & Conditions carefully in conjunction with Your Service Plan. Together these form Your Service Agreement with Us. It is Your responsibility to read through the terms and conditions of this Agreement to ensure the cover suits Your needs. If You are unsure whether something is excluded from the annual service, please contact Us.

This Service Agreement is valid within the United Kingdom and should be regarded as a Service & Support Agreement, distinct from an insurance policy or contract. There is no transfer of risk associated with this Agreement as it does not constitute an insurance contract. Consequently, apart from Our inherent responsibilities as a service provider under the Consumer Rights Act of 2015, We are not obliged to deliver any benefits, anticipated or otherwise. This Agreement is administered under the trade name UK Service Plan, which is a part of UK Service Plan LTD, a company incorporated in the UK. The registered office of 91 Princess Street, Manchester, M1 4HT. Company registration number: 13225650.

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.

Advantages

These form supplementary aid, services, and perks We might offer at Our discretion without any obligation.

Agreement

This document signifies the contract established between You, the customer, and Our company, regarding the yearly maintenance service We provide for Your boiler.

Appliance

Means the electrical items identified on Your Service Plan.

Assistance

This involves providing You with Remote guidance to resolve any problems You may encounter.

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).

Boiler Service

This is the yearly maintenance check performed on Your residential mains gas boiler.

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.

Coverage Area

This includes mainland Great Britain, Northern Ireland, the Isle of Man, and the Channel Islands.

Definitive Repair

Work performed to permanently rectify damage caused by an emergency.

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.

Essential Household Services

This includes the Residence’s connection to the main drainage system, as well as the supply of water, electricity, and gas.

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.

Interim Fix

A temporary repair conducted by an Authorised Repairer that addresses an immediate emergency, but will eventually need to be followed by a more lasting solution.

Irreparable

This term applies when the cost to fix the boiler surpasses the expense of installing a new one or its current value.

Mechanical Part

Any parts which have powered movement during normal operation of the Appliance. This does not include the detergent drawers etc.

Package

This means the array of service and Support Plans We offer, each having different optional benefits and tiers of Support.

Plan

This term is synonymous with this Agreement.

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.

Residence

Your dwelling, such as a house, bungalow, or self-contained apartment, as indicated in Your Schedule, which does not include separate structures like garages or annexes. It excludes properties like bedsits or any home that is part of a multiple occupancy setting, as well as residential or care homes.

Remote Assistance

Support provided Remotely, either by phone or through other means, which does not require a home visit.

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 Fee

This is the charge that You are required to pay for each request for Support under this Agreement.

Service Plan

A document outlining the Appliances covered this agreement and key points of Your plan.

Service/Repair Request

This is Your application for Assistance or maintenance under the terms of this Agreement.

Share of Cost

The portion of the payment You are responsible for at the initiation of each service request.

Schedule

A document We issue that confirms the start date of Your Support Plan and the particulars of Your chosen Package.

Support/Repair Cap

This indicates the reasonable limit to the Support services and the total amount of Assistance We are willing to provide each year, as detailed in Your individual Schedule.

Support Hotline

Our team of technicians available to diagnose many issues over the phone.

Support Tier

The level and extent of Support We offer for various parts of Your dwelling, such as plumbing, boiler, and heating, which is determined by the Package You select.

Technician Dispatch

The act of sending out a Authorised Repairer to Your location for a repair or Boiler Service.

Unoccupied

A term describing a state where You or anyone with Your authorisation is not residing in the Residence.

Upkeep

This refers to the annual boiler service provided for Your boiler.

Urgent Situation

A prompt and unforeseen event at Your Residence that demands immediate attention to prevent health hazards, ensure the security of the Residence, prevent or halt further damage, or to restore Essential Household Services.

Validated Service Request

This refers to Your solicitation for repair or Support, beyond the routine annual maintenance of Your boiler, which We, at Our discretion, have approved and arranged for a Authorised Repairer to visit Your Residence.

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/Schedule.

What this Service Plan Includes

1.1 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.

1.2 The Service Plan includes telephone assistance on how to use, repair and service Your Appliance.

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:

You shall provide safe and sufficient access for installation/removal of any goods.

Whilst the Authorised Repairer will take care to install or remove Appliances without damage to flooring or adjacent fittings, We cannot be liable for any such damage. Any damage must be reported to the engineer at the time of visit or within 24 hours to the customer service team.

Any accepted claims for repair/replacement made under this agreement within 45 days of Your Service Plan starting will be subject to an additional £250.00 Contribution by You.

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:

A Breakdown occurring as a result of defective workmanship carried out by someone other than an Authorised Repairer.

A Breakdown occurring as a result of You or someone authorised by You not operating the Appliance in accordance with the Manufacturer’s instructions.

A Breakdown occurring as a result of interruption to the public supply of electricity or gas.

A Breakdown which is covered under Your manufacturer warranty or some other warranty.

A Breakdown as a result of incorrectly installed Appliance.

A Breakdown as a result of accidental or deliberate damage whether by You or anybody else.

Cosmetic damage on Your Appliance which does not cause a Breakdown.

Any loss suffered as a result of delays or other such losses in repair or replacement of Your Appliance by Us.

Repair or replacement of non-electrical or non-Mechanical Parts.

Any Appliance imported from outside the EU.

Any Appliance not outlined in Your Service Plan.

Any Appliance older than 15 years old.

Any Appliance used for commercial or non-domestic purposes.

Any Appliance modified outside of the manufacturers recommended specification.

Any serviceable or regularly replaced parts i.e. filters which the manufacturer recommends You change.

Any Appliances which have been recalled by the manufacturer.

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

Upon suspecting any potential emergency scenarios, it’s crucial that You get in touch with Us without delay so We can activate Our Support services promptly. To report an issue, please submit a request through Our online form, send an email to enquiries@uk-serviceplan.co.uk, or make a call to 0333 880 1657.

Should an emergency arise outside the standard working hours, You should proceed to complete Our request form accessible via Your online account, or alternatively, email: enquiries@uk-serviceplan.co.uk

In the event of a Major Emergency that poses a severe risk of harm or significant damage, it is imperative that You immediately inform the Public Supply Authority or, if necessary, contact the Public Emergency Services. Please be aware that Our Support operates on a first-come, first-served basis, and as such, We cannot be held responsible for any damages incurred to Your Residence as a result of the emergency.

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 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.

3.7 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.

3.8 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.

3.9 We may arrange for Your Appliance to be transported to one of Our repair centres to be repaired before being returned.

3.10 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.

3.11 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.

3.12 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.

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.

Revision and Transfer Provisions for Agreements

For Annual Agreements: Changes to the Agreement terms or service pricing will only be implemented at the time of Your next annual renewal.

For Monthly Rolling Agreements: We reserve the ability to modify this Agreement‘s details whenever necessary. Should there be significant changes, We will notify You at least 30 days in advance for reasons such as:

Minor wording adjustments that do not affect the Agreement’s essence or the benefits offered, aiming to enhance clarity.

Compliance with legal or regulatory changes, including decisions from regulatory bodies, or alterations to codes of practice or industry standards that influence Your Agreement.

Adjustments due to tax changes that impact Your Agreement, such as VAT alterations.

Reflecting cost fluctuations associated with providing Your Agreement, which could stem from changes in the number, cost, or predicted timing of Support Requests factored into Our pricing strategy.

Modifying any component of this Agreement or the benefits it encompasses, which may include eliminating one or more exclusions.

Updates due to the cost of technological, service, or system developments supporting this Agreement.

The potential reassignment of this Agreement to a different entity.

Should a change be to Your benefit, We may enact it immediately, informing You within a month of its implementation.

We also maintain the prerogative to transfer this Agreement to another entity at Our discretion.

Cancellations

6.1 You can cancel Your plan at any time by emailing: enquiries@uk-serviceplan.co.uk 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:

Calling Our free phone helpline number 0333 880 1657;

Writing to Us at UK Service Plan Ltd, Customer Service Department, 91 Princess Street, Manchester M1 4HT; or

Emailing Us at enquiries@uk-serviceplan.co.uk

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.

We accept correspondence and notices in English language only.

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.

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 & Data

Data Handling

We, as the data controller, gather and manage Your personal details to fulfill the services and products You’ve requested. Your representative also provides Us with updates including Your name, address, risk information, and more, as long as Your Agreement is active, enabling Us to:

Fulfill Our Agreement duties to You;

Issue this Agreement;

Handle any Support or Assistance requests You might have;

Conduct Agreement services like administration, payments, and transactions;

Detect and curb illegal activities that might impact the validity of Your Agreement.

For Agreement administration and to address Support Requests, Your information may be disclosed to reliable partners, including entities within UK Service Plan Limited, third-party admin groups, repair services, and claim management firms. Some may operate from outside the EU, under different data protection laws. We strive to ensure Your data’s protection through stringent Agreements.

We will share Your data with others only upon Your consent or if legally mandated by government agencies.

Fraud prevention agencies may access Your data to deter fraud and money laundering, and for identity checks. Detected fraud may lead to service denials. You can learn about Your rights regarding this at www.cifas.org.uk/fpn.

Data Protection

Your information is processed because it is necessary for the Agreement, in public interest, or aligns with Our legitimate business needs. If these do not apply, We will seek Your consent.

We store Your data on secure UK or EU servers and keep it during and beyond the Agreement’s duration for regulatory compliance and to respond to authorities.

Accessing and Amending Your Information

You are entitled to request Your personal data We hold. Contact Us at compliance@uk-serviceplan.co.uk to request this. This is usually free, however, We can charge a ‘reasonable fee’ for the administrative costs of complying with a request if it is manifestly unfounded or excessive, or if an individual requests further copies of their data.

Should You find any inaccuracies in Your information, You have the right to have it corrected or removed.

To lodge a data use complaint, please reach out to Our Complaints manager at compliance@uk-serviceplan.co.uk. You may also directly approach the ICO for grievances at https://ico.org.uk/.

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:

Calling Our free phone helpline number 0333 880 1657;

Writing to Us at UK Service Plan Ltd, Customer Service Department, 91 Princess Street, Manchester M1 4HT; or

Emailing Us at data@uk-serviceplan.co.uk

8.4 If You notice that any details, We hold about You are incorrect then You should promptly notify Us by:

Calling Our free phone helpline number 0333 880 1657;

Writing to Us at UK Service Plan Ltd, Customer Service Department, 91 Princess Street, Manchester M1 4HT; or

Emailing Us at enquiries@uk-serviceplan.co.uk

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: