APPLIANCECOVERDIRECT
Maintenance Service Agreement
Terms & Conditions | Version 1.0
This Maintenance Service Agreement sets out the terms and conditions under which ApplianceCoverDirect provides maintenance plans for your domestic appliances and plumbing installations. Please read this document carefully to understand your rights, responsibilities, and the level of service included in your chosen plan.
1. Definitions
In this Agreement, the following words have specific meanings:
Agreement: The Maintenance Service Agreement between you and APPLIANCECOVERDIRECT, consisting of these Terms & Conditions and your Plan Schedule.
Appliance: The domestic appliance(s) specified in your Plan Schedule which are located at your Home.
Breakdown: The sudden and unforeseen mechanical or electrical failure of an appliance which results in it no longer functioning correctly.
Engineer: A qualified professional authorized by us to carry out maintenance or repairs at your Home.
Home: The private domestic residence in the United Kingdom where the covered services are provided, as listed on your Plan Schedule.
Maintenance Plan: The specific level of service and protection you have selected, as detailed in this Agreement.
Plan Schedule: The document we send you confirming your personal details, covered items, plan start date, and the monthly fee.
We or Us or Our: APPLIANCECOVERDIRECT.
You or Your: The person named on the Plan Schedule who has entered into this Agreement.
2. About This Agreement
This Maintenance Service Agreement sets out the terms on which ApplianceCoverDirect provides protection for your household items. It details the scope of the maintenance work we agree to carry out, how your plan works, and your responsibilities as a customer to ensure your home remains protected under the terms of this Version 1.0 agreement.
3. Eligibility
To be eligible for a maintenance plan, you must be a resident of the United Kingdom and the owner or occupier of the property where the appliances are located. All appliances must be in good working order at the start of the agreement and must not be used for commercial purposes. We reserve the right to inspect appliances before accepting them under a plan. Failure to meet these criteria may result in the immediate termination of your agreement.
4. Waiting Period
The 'Waiting Period' is the initial 21-day time frame starting from the Commencement Date of your Agreement. During this period, you are not entitled to request maintenance or repairs for any appliance or system covered under your plan.
This period is designed to ensure the integrity of our maintenance services and to prevent the inclusion of pre-existing faults. Any issues occurring or identified within these first 21 days will be classed as pre-existing and will not be covered by APPLIANCECOVERDIRECT.
5. Existing Faults
The plan does not cover any pre-existing faults or damage that occurred before the start date of this agreement. Maintenance visits will only cover faults that arise during the period of cover. If a fault is identified during the initial inspection, it must be repaired at your own cost before it can be included under this agreement.
6. Maintenance Plans
Appliance Plans
The core of our service, protecting your essential kitchen and laundry appliances. This includes washing machines, dishwashers, fridges, freezers, and ovens. Each plan is designed to provide rapid technical support and professional maintenance to extend the life of your equipment and minimize downtime.
Plumbing & Drainage Plans
Comprehensive maintenance for your home’s plumbing and drainage networks. This cover helps safeguard against internal plumbing leaks, blocked drains, and external drainage issues that can cause significant disruption. Our local specialists are on hand to provide technical expertise whenever a problem arises.
7. What Is Covered
The Maintenance Plan provides for the labor and parts required to repair the items listed in your Agreement (as described in Section 6) following a sudden electrical or mechanical breakdown that results in the appliance or system being unable to perform its primary function. Coverage includes:
- Call-out charges, labor Costs and replacement parts including any VAT.
- Access to a network of approved technical engineers available for priority scheduling.
- Comprehensive protection against unexpected maintenance costs for your kitchen and laundry essentials or plumbing and drainage systems as specified in your plan.
- Technical advice and support to ensure the efficient operation of your covered appliances.
8. Repair Limit
The maximum amount we will pay for each individual repair, including parts, labor, call-out fees, and VAT, is limited to £500. If the cost of the repair exceeds this limit, you will be responsible for paying the difference. In cases where the repair is deemed uneconomical (costing more than the value of a equivalent replacement), we may offer a contribution towards a new appliance in lieu of repair at our discretion.
9. General Exclusions
The following are not covered under this agreement:
9.1. Faults existing before the Commencement Date or identified during the Waiting Period.
9.2. Any maintenance, repairs, or replacement of parts caused by willful act, neglect, or accidental damage.
9.3. Issues resulting from a failure to use the appliance in accordance with the manufacturer's instructions.
9.4. Work carried out by anyone other than an engineer authorized by us.
9.5. Maintenance required due to external factors such as fire, lightning, flood, or power surges.
9.6. Routine cleaning, descaling, or the replacement of consumable items (e.g., light bulbs, filters, batteries).
9.7. Cosmetic damage including chips, scratches, or discoloration that does not affect the operation of the appliance.
9.8. Any costs associated with the delivery, installation, or disposal of appliances.
9.9. Faults in systems or appliances used for commercial or professional purposes.
10. Reporting a Breakdown
If an Appliance or system covered by your plan breaks down, you must report it to us as soon as possible. You can report a breakdown by calling our 24/7 support line on 0345 257 3519 or by emailing support@appliancecoverdirect.co.uk. Please have your Plan Schedule and personal details ready when contacting us. We will guide you through the initial troubleshooting steps and, if necessary, arrange for an Engineer to visit your Home. Do not attempt to repair the item yourself or hire your own engineer, as this will not be covered under your Maintenance Plan and may invalidate your Agreement.
11. Engineer Attendance
We will make every effort to ensure that an Engineer arrives at your Home within the window agreed upon when scheduling your maintenance visit. Our engineers are highly trained professionals who will carry out all work with due care and skill, using appropriate tools and safety equipment. While we strive to meet all appointment times, arrival may occasionally be delayed due to unforeseen circumstances such as traffic or extended time required on a previous call-out. In such cases, we will attempt to notify you as soon as possible via the contact details provided in your Plan Schedule.
12. Access to the Property
To enable us to carry out the necessary maintenance or repairs, you must provide our authorized engineers with safe and easy access to the appliance or plumbing area at the Home during the scheduled appointment time. It is your responsibility to ensure an adult over the age of 18 is present to grant access and sign to confirm the work has been completed to your satisfaction.
If our engineer cannot gain access, or if the working environment is deemed unsafe or restricted, we reserve the right to suspend the visit. In such instances, a missed appointment fee may be applied to your account, and you will need to reschedule the service visit. Please ensure the area surrounding the appliance is clear of obstructions before the engineer arrives.
13. Missed Appointments
If our Engineer is unable to gain access to your Property at the time of a pre-agreed appointment, or if you fail to provide at least 24 hours' notice to cancel or reschedule an appointment, this will be recorded as a missed appointment.
In such instances, we reserve the right to charge a missed appointment fee of £50 to cover the Engineer’s time and travel expenses. This fee must be paid before any further maintenance visits or repairs are scheduled for your Home. Multiple missed appointments may lead to the suspension or termination of your Maintenance Service Agreement at our sole discretion.
14. Repairs
14.1 When you report a fault, we will arrange for one of our authorized engineers to visit your Home and perform the necessary repairs. We aim to carry out repairs as efficiently as possible, subject to engineer availability and part procurement.
14.2 Our goal is to complete the repair in a single visit; however, if technical complexity or parts requirements dictate, multiple visits may be necessary.
14.3 All repairs are carried out by approved specialists who use components that meet our high-quality standards. These repairs are intended to restore your appliance or system to a safe and functional state in line with original manufacturer specifications where possible.
14.4 If a reported fault is not found to be a mechanical or electrical failure covered by this agreement, we reserve the right to charge you for the call-out and any labor costs incurred during the diagnostic process.
15. Replacement Parts
We will attempt to source replacement parts from the original manufacturer wherever possible. If original parts are no longer available from the manufacturer, we may use alternative parts of equal quality or refurbished parts to complete the repair. We do not provide a guarantee that specific branded parts will be used in every instance.
If a part is obsolete and an equivalent cannot be found, the repair will be deemed uneconomical. In such cases, our responsibility ends with the notification to you that the appliance cannot be repaired due to the lack of available parts.
All replacement parts fitted by our engineers under this agreement are covered by a 90-day maintenance guarantee from the date of installation. This guarantee covers the part itself and the labor required to re-fit it should it fail due to a defect within that period.
16. Repair Limits
16.1. The maximum amount we will pay for any single repair, including parts, labor, call-out fees, and VAT, is £500.
16.2. If the total cost of a repair exceeds £500, you will be required to pay the difference directly to the Engineer or to us before the repair is completed.
16.3. In any one 12-month period of cover, the total aggregate limit for all repairs under your Maintenance Plan is £1,500.
16.4. If we determine that a repair will cost more than the current market value of an equivalent replacement appliance, we will deem the appliance uneconomical to repair. In such cases, we may offer a contribution of up to £150 towards a replacement appliance of your choice, and the existing appliance will be removed from your plan.
17. Customer Responsibilities
To ensure we can provide the best possible service under this Maintenance Plan, you agree to the following responsibilities:
17.1. Maintenance of Appliances: You must use and maintain your covered appliances in accordance with the manufacturer’s instructions and guidelines.
17.2. Safe Environment: You must provide a safe and suitable working environment for our Engineers to carry out repairs and maintenance. This includes ensuring work areas are well-lit and free from hazards.
17.3. Health and Safety: For the safety of our Engineers, you must ensure that all adults, children, and pets remain clear of the work area during the visit.
17.4. Provision of Information: You must provide accurate and complete information regarding the fault and any previous repair history when reporting a breakdown.
17.5. Reporting Faults Promptly: You must report any suspected faults or breakdowns to us as soon as they are identified to prevent further damage.
17.6. Identity and Access: You must facilitate access to your Home at the agreed appointment time and verify the identity of the Engineer before allowing them entry.
17.7. Plan Payments: You are responsible for ensuring your monthly plan fees are paid on time. Failure to maintain payments may result in the suspension of cover.
17.8. Contact Details: You must keep us informed of any changes to your personal details, including your contact number, email address, and payment method.
17.9. Documentation: You should retain your Plan Schedule and any service records provided by our Engineers for future reference.
18. Monthly Payments
18.1 Monthly fees for your Maintenance Plan are payable in advance via Direct Debit or another recurring payment method approved by us. Your specific payment date is detailed in your Plan Schedule.
18.2 Your plan will continue on a monthly basis provided that all payments are successfully received. If a payment is missed or rejected, we will attempt to contact you to rectify the issue. During any period where a payment is outstanding, your cover and access to maintenance services will be suspended.
18.3 We reserve the right to review and adjust your monthly fees. We will provide you with at least 30 days' written notice of any changes to your payment amount. If you do not agree with the revised fee, you have the right to cancel your agreement as set out in the cancellation section.
18.4 Any missed payments that remain unpaid for more than 14 days may result in the immediate termination of this Maintenance Service Agreement.
19. Renewal
Unless you have chosen a fixed-term plan that does not renew, your Maintenance Service Agreement will automatically renew for a further 12-month period on each anniversary of the Commencement Date. We will contact you at least 30 days before your current agreement is due to end to remind you of the upcoming renewal and to notify you of any changes to your monthly fee or these Terms & Conditions.
If you do not wish to renew your agreement, you must inform us at least 14 days before the renewal date. If we do not hear from you, your plan will continue, and we will continue to collect your monthly fee using the existing payment method. This automatic renewal process is designed to ensure there is no gap in your maintenance protection, providing you with continuous peace of mind for your essential home appliances and systems.
20. Cancellation by the Customer
You have a 14-day 'cooling-off period' starting from the day after you receive your Plan Schedule. During this time, you can cancel your Maintenance Plan and receive a full refund of any fees paid, provided no maintenance or repairs have been carried out. To cancel during this period, please contact us via the details provided in Section 30.
After the cooling-off period, you may terminate this Agreement at any time by giving us 30 days' written notice. If you pay monthly, your plan will end on the next payment date following the expiry of the notice period. If you have paid for a 12-month plan in advance, a pro-rata refund will be issued for the remaining full months of cover, minus an administration fee of £30. Please note that if a repair has been completed within the current 12-month term, you will not be entitled to a refund and may be required to pay the balance of the remaining monthly fees for that term.
21. Cancellation by ApplianceCoverDirect
We reserve the right to cancel your Maintenance Service Agreement at any time by providing you with 30 days' written notice. Grounds for cancellation by us include, but are not limited to:
21.1. Non-payment: If you fail to pay any monthly fee or additional charge due under this agreement by the required date.
21.2. Fraud or Misrepresentation: If you or anyone acting on your behalf provides false, misleading, or fraudulent information, or if we suspect fraudulent activity related to your plan.
21.3. Serviceability: If we determine that an appliance or system is no longer serviceable due to its age, condition, or the unavailability of replacement parts.
21.4. Misuse: If you fail to use or maintain your appliance in accordance with the manufacturer’s instructions, or if fault is caused by intentional damage or neglect.
21.5. Safety: If our Engineers are unable to carry out their duties in a safe environment, or if you are abusive or threatening towards our staff or representatives.
If we cancel your agreement for reasons other than fraud or non-payment, we will provide a pro-rata refund for any pre-paid maintenance services that have not been fulfilled. If cancellation is due to fraud, no refund will be issued, and we may report the matter to the appropriate authorities.
22. Fraud
If we, or anyone acting on our behalf, have reasonable grounds to believe that you or any person acting on your behalf has provided false, misleading, or fraudulent information or has made a dishonest claim under this Maintenance Service Agreement, we reserve the right to:
22.1. Refuse any further maintenance or repairs for the property.
22.2. Terminate this Agreement immediately without notice.
22.3. Retain any monthly fees already paid to us.
22.4. Recover from you any costs we have incurred as a result of the fraudulent activity, including the cost of any parts or labor provided.
We may also inform the relevant authorities or fraud prevention agencies of the circumstances. Our decision in such matters will be final and binding.
23. Limitation of Liability
23.1. Nothing in this Agreement shall limit or exclude our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.
23.2. Subject to section 23.1, we shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, loss of business, loss of anticipated savings, or any indirect or consequential loss arising under or in connection with this Agreement.
23.3. Our total liability to you in respect of all other losses arising under or in connection with this Agreement, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed the total fees paid by you for the maintenance plan in the 12-month period immediately preceding the date the claim arose.
23.4. We are not responsible for any pre-existing damage or faults, or for any damage caused to your Home or appliances during the course of maintenance or repairs, unless such damage is caused by the direct and proven negligence of our authorized Engineer.
23.5. We are not liable for any delays in providing maintenance services where such delays are caused by factors outside of our reasonable control, including but not limited to, part unavailability or severe weather.
24. Circumstances Beyond Our Control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under this Maintenance Service Agreement that is caused by an Event Outside Our Control. An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
If an Event Outside Our Control takes place that affects the performance of our obligations under this agreement, we will contact you as soon as reasonably possible to notify you, and our obligations under this agreement will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of maintenance services to you, we will arrange a new service date with you after the Event Outside Our Control is over.
25. Complaints
We aim to provide a high level of service at all times. However, if you are dissatisfied with any aspect of our service, please let us know so we can address your concerns.
How to Raise a Formal Complaint:
Step 1: Contact our Customer Support team on 0345 257 3519 or email support@appliancecoverdirect.co.uk. Many issues can be resolved quickly through initial discussion.
Step 2: If the matter is not resolved to your satisfaction, please submit a formal complaint in writing to Complaints Department, ApplianceCoverDirect, or via email to complaints@appliancecoverdirect.co.uk. Please include your agreement number and a detailed description of your grievance.
Step 3: We will acknowledge your complaint within 5 working days and provide a final response within 20 working days following a thorough investigation of the facts.
We are committed to resolving all complaints fairly and transparently.
26. Data Protection
We take your privacy seriously and are committed to protecting your personal information in accordance with the Data Protection Act 2018 and the General Data Protection Regulation (GDPR).
26.1. Collection of Data: We collect personal information such as your name, address, contact details, and payment information to fulfill our obligations under this Maintenance Plan.
26.2. Use of Data: Your data is used to manage your account, process payments, schedule maintenance visits, and communicate important updates regarding your Agreement.
26.3. Sharing with Third Parties: We may share your information with our authorized Engineers and service providers who assist us in delivering the maintenance and repair services. We do not sell your data to third parties.
26.4. Data Security: We implement robust technical and organizational measures to safeguard your data against unauthorized access, loss, or theft.
26.5. Your Rights: You have the right to access the personal data we hold about you, request corrections, or ask for your data to be deleted once it is no longer required for the purpose of managing this Agreement. For more information, please refer to our full Privacy Policy on our website.
27. Changes to These Terms
We reserve the right to modify these Terms and Conditions at any time. Any changes will be updated on our website and, where appropriate, notified to you by email. Your continued use of the maintenance services after such changes constitutes your acceptance of the new terms. If you do not agree to the changes, you have the right to cancel your agreement in accordance with our cancellation policy. We recommend that you review these terms periodically to stay informed of any updates that may affect your plan.
28. Assignment
We may transfer, assign, or subcontract any or all of our rights and obligations under this Maintenance Service Agreement to any other company or third party without your prior consent, provided that such transfer does not reduce the level of service or protection afforded to you. You may not transfer or assign your rights or obligations under this agreement to any other person without our prior written consent.
29. Governing Law
This Agreement and any dispute or claim arising out of or in connection with it or its subject matter or formation shall be governed by and construed in accordance with the laws of England and Wales. Both parties irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with this Agreement.
30. Contact Details
ApplianceCoverDirect
Phone: 0345 257 3519
Email: mycoverdirect@gmail.com
Address:
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ
Declaration
By entering into this Maintenance Service Agreement, you confirm that you have read, understood, and agree to be bound by these Terms & Conditions. You declare that all information provided to us is accurate and that you are authorized to enter into this agreement for the covered property.