Plan Summary and Full Terms and Conditions

When you take out a protection plan DURING
the manufacturer's guarantee:
When you take out a protection plan AFTER
the manufacturer's guarantee:
What the 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, in our discretion, decide whether to approve a repair. We may also (at our option), decide to arrange a replacement or pay the cost of a replacement product, in each case subject to these terms and conditions.

Damage caused by accident

Both during and after the end of the manufacturer'’s parts and labour guarantee period, if your product suffers damage caused by accident (i.e. physical damage as a result of a sudden cause so that the product is no longer in good working order), our customer services team will try to resolve the problem over the telephone. If we are not able to resolve the problem, we will, in our discretion, decide whether to approve a repair. We may also (at our option), decide to arrange a replacement or pay the cost of a replacement product, in each case subject to these terms and conditions.

A brand new appliance if we replace yours

If a repair is approved, we may (at our option), decide to arrange to replace your product with a new product of the same or similar make and technical specification. You will need to pay any delivery and installation charges and remaining monthly payments.

Change your mind at any time
Cooling off period – Changing your mind
  1. The ‘cooling off period’ is the fourteen (14) day period from receipt of your documentation or from the plan start date, whichever is later.
  2. If you change your mind during the cooling off period, you can cancel your plan and we’ll refund any fee paid.
  3. We will also give you these rights during your manufacturer'’s parts and labour guarantee period.
  4. If your plan automatically ends or is cancelled by us, these rights do not apply (see ‘Our right to cancel and termination of your plan’ below).
After the cooling off period

If you cancel your plan after the cooling off period and after the manufacturer'’s parts and labour guarantee period, then the following will apply:

  • If you have not received a repair, we'’ll refund the fee paid by you for the remaining full months of your plan. If you pay for your plan by Direct Debit, you might not have paid for any future months of your plan. If so, you will not receive any refund.
  • If you have received a repair, no refund will be given and any fees outstanding for the full duration of your plan will be due and must be paid.

You may cancel the plan at any time after the “Cooling –off period” period outlined above, and we will refund a proportion of your plan fee relating to the remaining full months outstanding, unless your equipment has already been repaired, replaced or written-off, in which case no refund will be due.

Protection will start 30 days after your application is processed.

What the 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, in our discretion, decide whether to approve a repair. We may also (at our option), decide to arrange a replacement or pay the cost of a replacement product, in each case subject to these terms and conditions.

A brand new appliance if we replace yours

If a repair is approved, we may (at our option), decide to arrange to replace your product with a new product of the same or similar make and technical specification. You will need to pay any delivery and installation charges and remaining monthly payments.

Change your mind at any time
Cooling off period – Changing your mind
  1. The ‘cooling off period’ is the fourteen (14) day period from receipt of your documentation or from the plan start date, whichever is later.
  2. If you change your mind during the cooling off period, you can cancel your plan and we’ll refund any fee paid.
  3. We will also give you these rights during your manufacturer'’s parts and labour guarantee period.
  4. If your plan automatically ends or is cancelled by us, these rights do not apply (see ‘Our right to cancel and termination of your plan’ below).
After the cooling off period

If you cancel your plan after the cooling off period and after the manufacturer'’s parts and labour guarantee period, then the following will apply:

  • If you have not received a repair, we'll refund the fee paid by you for the remaining full months of your plan. If you pay for your plan by Direct Debit, you might not have paid for any future months of your plan. If so, you will not receive any refund.
  • If you have received a repair, no refund will be given and any fees outstanding for the full duration of your plan will be due and must be paid.

What's not included?

The plan will not pay for:

  • - delivery or installation charges where a replacement product is provided
  • - costs you may incur to dispose of your original appliance
  • - costs arising from not being able to use your appliance
  • - cosmetic damage
  • - the failure of the equipment to operate correctly caused by the withdrawal of services by a third party
  • - anything already covered by any manufacturer's, supplier's or repairer's guarantee or warranty
  • - work arising from your failure to follow the manufacturer's instructions
  • - replacement of consumer durables (e.g. batteries, light bulbs and fuses)
  • - accessories unless we agree otherwise in writing
  • - malicious damage

Full Terms and Conditions

You will receive different terms and conditions depending on whether your appliance is still in the manufacturer's guarantee period (usually one year) when you buy your protection plan.

  • Terms and Conditions PDF for equipment that is 0-3 months old and is still IN-GUARANTEE at the time you take out a protection plan.
  • Terms and Conditions PDF for equipment that is older than 3 months old but is still IN-GUARANTEE at the time you take out a protection plan.
  • Terms and Conditions PDF for equipment which is OUT OF GUARANTEE at the time you take a protection plan