Plan Terms & Conditions
It is important for your benefit and protection that you read these terms and conditions (including the ‘Special conditions’ section). These and your plan summary, 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.
Plan: this contract of services.
Product(s): the appliance(s) protected by this plan, as shown in your plan summary. We /us/our: Reliable Appliance Repairs Ltd, the provider of the plan, trading as Reliable Appliance Repairs.
You /your: the person named on your summery plan.
Your plan summary: the personalised section of your plan documentation, sent to you once you have taken out a plan or at renewal.
You must be at 18 years old and resident in the United Kingdom to be eligible. Your product must be in good working order when this plan starts, and must not exceed 11 years old from date of purchase.
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. The Financial Conduct Authority (FCA) regulates businesses that deal with contracts of insurance. Reliable Appliance Repairs are not regulated as we do not offer contracts of insurance and therefore complaints are not investigated by the Financial Ombudsman Service
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. 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. There is a 45 day clause period where the first claim cannot be made during the clause period, and we do not cover any pre-existing fault, any deliberate or malicious damage including any accidental damage, or any fault that has occurred prior to the 45 day period. (Please see plan limitation)
To request a repair please contact us as soon as possible using the telephone number shown on your plan summary.
There is no limit to the number of repairs you can request under your plan however each individual claim by you shall be subject to a £500 claim limit imposed by us. For the avoidance of doubt, under no circumstances, we’ll be not liable for any repair and replacement costs for your products that exceed the value of £500. Your plan is also subject to a 45 day clause period, where the first claim cannot be made during this time without any excess being paid. If you make a claim within the 45 day clause period a £250 excess will have to be paid should you make a claim within the first 45 days from the start date of your plan.
If the manufacturer replaces your product under a manufacturer’s guarantee, the plan will continue on the replacement appliance as if it were the original product. If we replace your product under the terms of your plan (or give you vouchers for your replacement) we will provide you with a renewed plan summary incorporating the details of the replacement product. By doing so this shall indicate that the plan has automatically rolled over on to your replacement product on identical terms. We also reserve the right to terminate your plan at the point of replacement.
Repair or Replacement Declined
If we decide not to approve a repair request which would otherwise fall within the terms of your plan, we will inform you. Unless our refusal to repair is due to a breach of these terms by 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.
1. If you pay the monthly fees (inclusive of all applicable taxes) by Direct Debit, 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. If a second request is not collectable, we will cancel your plan for non-payment this will mean our service will not be available to you should you have a breakdown or failure. (No refunds will be given) When you have paid the monthly fees by Direct Debit for the number of consecutive months 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 payments in accordance with the ‘Payments.
Further payment will be taken for the remainder of the Initial plan Period unless and until your payments in accordance with the ‘Payments schedule’ set out in your plan documentation. If we are unable plan renews for a further period (see ‘Duration and renewal of your plan’ below).
Cancelation & Plan Duration
If you cancel your plan after the cooling off period then the following will apply:
If you request a refund after the 14 days cooling off period, you will receive a full refund minus a £50 cancellation fee.
If you wish to cancel your plan, please contact us on 08007789104 (9am to 5pm, Mon-Fri). You can also cancel by writing to us at the address specified in the ‘Customer services details’ section. If you are paying by Direct Debit and tell your bank to cancel your Direct Debit Instruction, but do not contact us first, we will not immediately cancel your plan. If you do wish to cancel, please contact us directly to avoid any communications regarding outstanding payments.
You must provide us with any 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;
Should there be any work required to make your product accessible for repair then this shall be your responsibility to arrange prior to requesting services from us. When requesting a repair from us under your plan you must inform us at the outset of any intended works required in order to make the product accessible/compliant with all relevant safety standards and we shall be entitled to request certification of completed accessibility/compliance works prior to undertaking our repairs to your product. We are entitled to withhold our provision of the services under your plan should we arrive at your premises to undertake the repair works and discover that the product is not accessible or compliant. We may end your plan by giving written notice should we deem that you have failed to comply with the conditions and eligibility requirements in these terms or that you have not fulfilled your obligations under your plan.
You must provide us with your plan summary and your original proof of purchase for your product to verify your repair request. You should send any requested documents to Windsor House, 9-15 Adelaide Street, LUTON, LU1 5BJ.
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 9am to 5pm, Monday to Friday) on a date agreed with you. You must have your plan documentation to hand when the repairer arrives. If we approve a repair but are unable to find an approved engineer, we’ll permit you to use your chosen repairer, but you must inform us of who that is. You will have to pay them and claim the cost back from us. Please keep a copy of your invoice to send to us.
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 and boilers.
We will also not repair or replace Plasma TV’s as these are no longer made and are also excluded from the plan
Transferring Your Plan
With our permission you may transfer your plan to a new owner of the product by giving us their details either over the telephone or in writing.
This plan is only for your benefit. No rights or benefits will be given to any other third party under the plan, the plan is not transferrable.
We may 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 or reflect changes in the scope or nature of the protection provided to you.
We will give you thirty (30) 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. If you do not agree with the changes, you may cancel the plan by notifying us within that notice period and you will receive a pro rata refund of any payments that you have made for the unexpired period of your plan.
Reliable Appliance Repairs Limited 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 other selected companies acting on our behalf in the proper administration of your plan. We will inform you about any adaptations to our business which shall affect your plan and any developments which we feel may be of interest to you. We shall only contact you about future developments using the details you have provided to us. Please do indicate if you do not wish to be contacted regarding future offers and developments outside of your plan.
If your personal details change, wish to change your marketing preferences, or opt out of receiving marketing information, please let us know by writing to; Reliable Appliance Repairs LTD, Windsor House, 9-15 Adelaide Street, LUTON, LU1 5BJ
Governing Law & 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 contacts the Citizens Advice Bureau: www.adviceguide.org.uk 03454040506.
You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.
For customer services: call 0800 7789 104 or write to us at Windsor House, 9-15 Adelaide Street, LUTON, LU1 5BJ. Alternatively, you can email us at email@example.com. Calls may be recorded and monitored for quality and training purposes. Lines are open, at a minimum, from 9am to 5pm, Monday to Friday (except public holidays).
Reliable Appliance Repairs LTD, is registered in England and Wales under company registration 11655664. Registered office address; Windsor House, 9-15 Adelaide Street, LUTON, LU1 5BJ
If you wish to complain or you are unhappy with the service provided, please contact our customer services team on; 0800 7789 104 or you can write to us at; Windsor House, 9-15 Adelaide Street, LUTON, LU1 5BJ
The Financial Conduct Authority (FCA) regulate businesses that deal with contracts of insurance. we do not offer contracts of insurance.