Service Plan Terms & Conditions

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

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This Privacy Policy sets how Assist Home 24 (hereby referred to as “We”, “our”, “us”) uses and protects any information that you give when you use this website. By using this website, you will be deemed as having read and accepted the Privacy Policy and are consenting to have your information processed by Us and our partners in line with this policy. As such, please do ensure that you carefully read and understand this document and should you not want to be bound by the terms set out, do not use our site.

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Definitions

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Administration Fee

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A fee to cover processing administration.

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Appliance

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Means the electrical items identified on your Service Plan

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Authorised Repairer

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An independent repairer authorised by us.

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Authorised Representative

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Any person you have appointed to act on your behalf by giving your consent in writing.

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Beyond Economical Repair

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Where we deem the cost of repairing the Appliance or we deem the likelihood of another breakdown occurring to be too high (We retain complete discretion to make this judgement).

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Breakdown

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

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Commencement Date

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

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Cancellation Fee

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

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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.

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Electrical Part

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

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Mechanical Part

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

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Service Check

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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.

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Service Plan

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

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VAT

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Value Added Tax calculated at the prevailing rate.

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We/Us/Our

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Diverse Repairs (The Service Provider)

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You/Your

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The person named on the Service Plan

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What this Service Plan Includes

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• 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.

• The Service Plan includes the following;

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

• Any Appliances which have been 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 are 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 £1,000.00).

• 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

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What this Service Plan Does NOT Include

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• 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 Engineer authorised by Us.

• 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 nonmechanical 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

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Repairs Procedure

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• 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 on 0808 196 4446 and 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 Diverse Repairs, 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.

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Your Obligations

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• You must ensure that the Appliance has been fitted in accordance to the Manufacturer instructions

• You have a duty of care to look after, handle and operate your appliance in accordance to the Manufacturers guidance

• 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.

• You must ensure that you allow our Engineers 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 Engineer attends and finds that
  they do not have access you will be charged a £80.00 call out fee.

• 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.

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

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Payments Charges & Fees

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• 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 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

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Cancellations

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• You can cancel your plan at any time by emailing info@diverserepairs.co.uk

• Canceling 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.

• Canceling after 14 days of the Start Date- Your plan will be canceled, and you will not be entitled to any refund.

• 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-rate basis for the remaining of your plan.

 

General Conditions

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• 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 namely to inform you of other products or services 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 which 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@assisthome24.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 have made a false, d
  is honest 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 14 working days whilst we investigate or advise you of when we will be in a position to complete our investigations.

• 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.

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Service Plan

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• 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.

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How to Contact Us

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You can contact us in one of 3 ways
Call : 02922 971 511

Post: 167 - 169 Great Portland Street, 5th Floor, London, England, W1W 5PF

Email : support@homeassist24.co.uk

If you are contacting us to arrange a repair, you can email or call us.