Service Plan Terms & Conditions

PLEASE REFER TO YOUR SERVICE PLAN SCHEDULE FOR DETAILS OF THE APPLIANCES COVERED

It is Your responsibility to ensure that You read through the following Terms and Conditions and to contact Customer Services should You have any questions.

Where a word appears in  Bold print it has a special meaning as defined below:

Administrator means FIXIT365 LTD, 82 James Carter Road, Mildenhall, Suffolk, IP28 7DE.

Appliance means the appliances identified on Your Service Plan Schedule.

Breakdown means a mechanical or electrical breakdown which stops the  Appliance working properly.

Premium means the monies You have agreed to pay for this Service Plan as shown on the Service Plan Schedule.

Replacement Appliance means the  Appliance cannot be repaired or the cost of repairing the  Appliance exceeds the current market value at the date of the claim.

Breakdown means a qualified repair engineer approved and authorised by Us to carry out the repair.

Service Plan Period means the period during which this Service Plan is in force as shown on Your Service Plan Schedule.

Service Plan Schedule means the document which is issued by Us detailing Your covered Appliances and which forms part of this Service Plan.

Start Date means the date this Service Plan commences as shown on Your Service Plan Schedule.

We, Our or Us means FIXIT365 LTD, 82 James Carter Road, Mildenhall, Suffolk, IP28 7DE.

You, Your, Service Plan holder means the party set out on Your Service Plan Schedule who is entitled to cover under this Service Plan.

All notes will be governed in accordance with the laws of the State of UK.

Your Service Plan will commence from the Start Date shown on Your Service Plan Schedule and irrespective of the payment frequency (i.e. monthly, quarterly or annually) will automatically renew unless You request Us to cancel Your Service Plan or We are unable to take payment. for Your renewal. We will send You renewal paperwork a minimum of 14 days before the End Date (as set out in Your Service Plan).

You are covered under this Service Plan for Breakdown during the Service Plan Period. In the first instance We will try to resolve the problem You are having with Your Appliance through Our helpline. If it is not possible to resolve the problem with Your Appliance over the telephone, We, will send a Repair Agent to repair Your Appliance.

We will, at Our discretion, either decide to replace with a new  Appliance of the same or similar make and specification or offer You a cash settlement in line with the current replacement value of Your  Appliance. You will be responsible for disposing of the original  Appliance at Your own cost if it remains in Your possession. You will also be liable to pay for the supplier’s delivery and/or installation charges.

There is no limit to the number of times You can claim during the Service Plan Period. You are able to make a claim under this Service Plan for losses up to the claim limit shown on Your Service Plan Schedule for the  Appliance(s) identified as covered in Your Service Plan Schedule.

The difference between £1,000 (inclusive of VAT) and the value to repair (including labour costs and the costs of any replacement parts) and/or the cost of replacement (if higher), which You must pay.

The following is excluded from the cover provided under this Service Plan:

1. Repairs or replacements to the  Appliance where such faults are covered by the manufacturer’s, supplier’s or repairer’s guarantee;

2. Where the  Appliance is subject to a recall either by the manufacturer or supplier;

3. Faults which are subject to a manufacturer or supplier recall.

4. Faults resulting from You failing to follow the operating instructions of the  Appliance including any modifications to the  Appliance;

5. Any claim where You use the  Appliance for a non-domestic purpose or in a commercial environment; 6. Any fault or damage arising from accidental damage, theft, attempted theft, malicious damage, misuse, neglect, poor installation, or any damage caused by fire, explosion, floods, lightning, storms, frost or bad weather conditions, rust corrosion or water;

7. Faults or damage resulting from a software virus, the configuration of user settings, the backing up or recovery of data, the loss, corruption or damage of/to data or the operating system of the  Appliance;

8. Routine maintenance, cleaning and servicing;

9. Any repair work We have not authorised or which is not carried out by one of Our approved Breakdowns;

10. Any  Appliance which has to be repaired outside of the United Kingdom, Isle of Man, Channel Islands and Northern Ireland;

11. Any costs incurred as a result of not being able to use the  Appliance;

12. The replacement of any item which is intended to be replaceable such as fuses, batteries and light bulbs;

13. Rust or corrosion damage which does not affect the use of the  Appliance;

14. Cosmetic damage which does not affect the use of the  Appliance;

15. Any costs incurred as a result of the  Appliance’s connecting cabling or pipework not being installed properly;

16. An  Appliance which was not working in accordance with the manufacturer’s specification before the Service Plan was taken out;

17. You are not covered for any claim arising from war, invasion, acts of foreign enemies, hostilities (whether war be declared or not), civil war, rebellion, terrorism, revolution, insurrection, military or usurped power or confiscation or nationalisation or requisition or destruction of or damage to property by or under the order of any government or public or local authority;

18. Any faults relating to broadband connection;

19. Faults due to the need to realign/resite Your mini-dish or LNB Communal Satellite dishes and cabling;

20. Making access to your appliance. If Your  Appliance is built-in You must, at Your own expense, arrange for the  Appliance to be removed and easily accessible all round. If Our Breakdown attends and finds that they do not have access You will be charged a £80.00 call out fee.

If You experience any issues with Your  Appliance during the Service Plan Period You should call Our helpline number 03303320420 which is open Monday to Friday 9.00am – 6pm. Saturdays 9.00am – 2pm. UK Public Holidays (excluding Christmas Day, Boxing Day and New Year’s Day). Alternatively You can write to Our Claims Department, FIXIT365 LTD, 82 James Carter Road, Mildenhall, Suffolk, IP28 7DE.

In the first instance, We will:

FIXIT365 LTD are committed to preventing claims fraud.

If You or anyone acting for You:

Then FIXIT365 LTD:

You may cancel this Service Plan at any time by contacting Us either by:

1. Calling Our free phone helpline number 03303320420;

Writing to Us at FIXIT365 LTD, 82 James Carter Road, Mildenhall, Suffolk, IP28 7DE; or

2. Emailing Us at contact@fixit365.co.uk

If You cancel this Service Plan within 28 days of receipt of Your Service Plan documentation You will receive a full refund of any Premium You have paid to Us provided You have not made a claim in which case, We reserve the right to deduct the cost of that claim from the refund of Premium which is due to You.

Monthly or Quarterly Policies: If You cancel this Service Plan at any other time You will not receive a refund of any Premium You have paid to Us and the cancellation will be effective immediately.

Annual Policies: If You cancel this Service Plan at any other time You will be entitled to receive a pro rata refund depending on the remaining time on Your Service Plan. We will apply an administration charge of £45.00 to cover the costs We incur when a Service Plan is cancelled. If a claim or an incident that may give rise to a claim has occurred the claim amount will be deducted from the pro rata refund.

This Service Plan will automatically terminate if You fail to pay the Premium due to Us.

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:

We will acknowledge

If You are unhappy with the outcome or/ and it is not resolved within 8 weeks by Us, You have the right to refer it to Citizens Advice.

You can get in touch with them at any time:

Tel: 0800 144 8848

Email: www.citizensadvice.org.uk

Please note that this is a Service agreement and not an insurance policy. Any benefit You receive from this Service Plan will be at Our absolute sole discretion. This means that this Service Plan falls outside the remit of the Financial Conduct Authority (FCA).

Following this complaint procedure does not affect Your right to take legal action.

If You have a monthly Service Plan Your Service Plan will be automatically renewed each month but at the annual anniversary of Your Service Plan Start Date (and each subsequent anniversary thereafter) We will contact You about continuing Your Service Plan.

If You have a quarterly Service Plan Your Service Plan will be automatically renewed each quarter but at the annual anniversary of Your Service Plan Start Date (and each subsequent anniversary thereafter) We will contact You about continuing Your Service Plan.

If You have an annual Service Plan at the first anniversary of Your Service Plan Start Date (and each subsequent anniversary thereafter) We will contact You about continuing Your Service Plan.

Your credit card will be charged as FIXIT365 03303320420

You are not permitted to assign to another person(s) or change in any way the rights under this Service Plan without Our written consent.

Your telephone calls may be recorded to monitor and improve the quality of the service We provide.

This Service Plan is administered by FIXIT365 LTD, 82 James Carter Road, Mildenhall, Suffolk, IP28 7DE, incorporated in England & Wales with Company Registration number: 14704550

Your details will be held and used by FIXIT365 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.

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, telephone or email. If You no longer want Your data to be used by third parties or by Us for marketing purposes You should write to FIXIT365 LTD, 82 James Carter Road, Mildenhall, Suffolk, IP28 7DE.

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

Our full privacy notice is available on our website: www.fixit365.co.uk