SERVICE PLAN TERMS & CONDITIONS

It is important that you read these Terms & Conditions carefully in conjunction with your Service Plan. Together, these form your Service Agreement with us.
 

Definitions

 

Administration Fee
A fee to cover processing administration.

 

Appliance
Means the electrical items identified on your Service Plan.

 

Authorised Repairer
An independent repairer authorised by us.

 

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 or the likelihood of another breakdown occurring to be too high (We retain complete discretion to make this judgment).

 

Breakdown
A mechanical or electrical part of your Appliance failing, causing the Appliance to operate improperly or not at all.

 

Commencement Date
This is the Start Date as shown on your Service Plan.

 

Cancellation Fee
A fee of £45.00 to cover the administration expenses for processing a cancellation.

 

Cosmetic Damage
Damage that does not affect the normal operation of the Appliance, including but not limited to dents, discolouration, marks, and scratches. A contribution by you towards the repair/replacement of your Appliance as outlined in your Service Plan.

 

Electrical Part
Any part of the Appliance included by the manufacturer through which electricity runs. This does not include pipes, hoses, etc.

 

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

 

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 under this agreement and key points of your plan.

 

VAT
Value Added Tax calculated at the prevailing rate.

We/Us/Our
Home Fix Protect Ltd., a company incorporated in England and Wales, Company Number 16160075, having its registered office at Base Point, Bromsgrove Enterprise Park, Isidore Road, Bromsgrove, United Kingdom, B60 3ET (The Service Provider).

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 are entirely at our discretion.

• The Service Plan includes the following:

  • Any serviceable or regularly replaced parts, i.e., filters, which the manufacturer recommends you change.

  • Any Appliances recalled by the manufacturer.

  • 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 an unexpected breakdown, subject to:

    • You making payment of your contribution as outlined in your Service Plan within 14 days of invoice.

    • The cost of repair or replacement up to the current market value of your Appliance if it had been a working Appliance (up to a maximum of £350.00).

    • Any requests made under this agreement within 45 days of your Service Plan starting will be subject to an additional £250.00 contribution by you.

  • We reserve the right to choose whether to repair, replace, or pay you the sum to replace in either vouchers or cash.
     

What this Service Plan Does NOT Include

• This Service Plan will not repair, replace, or cover the cost of repairing or replacing your Appliance if:

  • A breakdown occurs as a result of Defective Workmanship carried out by someone other than an Engineer authorised by Us.

  • A breakdown occurs as a result of you or someone authorised by you not operating the Appliance in accordance with the manufacturer’s instructions.

  • A breakdown occurs as a result of interruption to the public supply of electricity or gas.

  • A breakdown is covered under your manufacturer warranty or some other warranty.

  • A breakdown occurs as a result of an incorrectly installed Appliance.

  • A breakdown occurs as a result of accidental or deliberate damage, whether by you or anybody else.

  • Cosmetic Damage on your Appliance that 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.

  • Any Appliance used for commercial or non-domestic purposes.

  • ​

Repairs Procedure

• You must stop using your Appliance as soon as you become aware of a breakdown or a possible breakdown.

• You must contact us on our repair helpline at +44 (0) 152 791 0310. One of our remote technicians will guide you through the process of having your Appliance repaired or replaced.

• 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.

• 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.

• You must ensure all invoices are made out to Home Fix Protect Ltd., and if the Engineer is VAT registered, they must send us a VAT invoice within 14 days of the work being completed.

• We may arrange for your Appliance to be transported to one of our repair centres to be repaired before being returned.

• If we decide not to approve your request for a repair or replacement, we will refund you all payments made to date.
   

Your Obligations

• You must ensure that the Appliance has been fitted in accordance with the Manufacturer’s instructions.

• You have a duty of care to look after, handle, and operate your Appliance in accordance with the Manufacturer’s guidance.

• You must contact our customer service helpline to update your Service Plan if you change your Appliance. Failure to do so will result in the new Appliance not being covered.

• You must ensure that you allow our Engineers access to the Appliance. If the Appliance is built-in, you must, at your expense, arrange for the Appliance to be removed and easily accessible all around. If our Engineer attends and finds that they do not have access, you will be charged an £80.00 call-out fee.

• You must 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.

• You should answer the initial questionnaire accurately, as failure to do so may lead to the Service Plan being invalidated.
   

Payments, Charges & Fees

• You authorise us to take the amounts shown on your Service Plan on the dates shown on your Service Plan.

• 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 auto-renew your plan, you must let us know at least 14 days before the plan renewal date.

• If your plan is paid monthly, it is still subject to the minimum term.

• 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.
   

Cancellations

• You can cancel your plan at any time by emailing support@homefixprotect.co.uk.

• Cancelling within 14 days of the Start Date: You can cancel your Service Plan within 14 days of your start date for a full refund, provided you have not made any request for Repair or Replacement.

• Cancelling after 14 days of the Start Date: Your plan will be canceled, and £45 administrative charges will be deducted.

We reserve the right to cancel your plan at any time by giving you 14 days’ notice in advance. We will refund you on a pro-rata basis for the remaining period of your plan.
 

General Conditions

• Your information will be held by Us for the purpose of providing you the services outlined in the Service Plan. Your details may be used by us or our sister companies for marketing purposes to inform you of other products or services we think may be of interest to you. You consent to us contacting you by phone, email, or postal mail.

• If you wish to opt out of your data being used for marketing purposes, please email us at support@homefixprotect.co.uk.

• This Service Plan is not an Insurance Product, and we are not regulated by the Financial Conduct Authority.

• Fraud: If we have reason to believe that you or someone authorised by you has made a false, dishonest, or exaggerated statement, declaration, or attempt to falsely or dishonestly obtain a repair or replacement, we reserve the right to place the repair on hold for 14 working days while we investigate. 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.

• 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.
   

Service Plan

• Your Plan is limited to the Appliances listed in the “Service Plan” appliance table.

• You are able to make claims under this Policy for up to the value of £999 per Policy Term unless another limit is specified for any Appliance in your Service Plan.
   

How to Contact Us

You can reach us in the following ways:
 

Post:

Base Point, Bromsgrove Enterprise Park,
Isidore Road, Bromsgrove,
United Kingdom, B60 3ET
 

Email:

For repair arrangements, email: support@homefixprotect.co.uk
 

Phone:

Call us at (+44) 01527 910310