Term & Conditions

Terms & Conditions-

IIt is crucial that you read these terms and conditions (particularly the "Special conditions" section) for your protection and advantage. Your agreement with us consists of these, your plan summary, and any modifications we inform you of (during renewal or otherwise). The terms and conditions outlined in this agreement are what we plan to rely on.

Definitions

Plan: this service agreement.

Product: as indicated in your plan summary, the item or appliances covered by your plan. The plan's supplier, Smartfix Appliances Care Limited, is who we are.

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.

Eligibility

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.

Contract of Services

Insurance regulations do not apply to this plan because it is not classified as an insurance product.The UK laws and regulations pertaining to service contracts regulate this plan, which is a contract of services. Businesses that deal with insurance contracts are subject to regulation by the Financial Conduct Authority (FCA). Since we don't provide insurance contracts, Smartfix Appliances Care is unregulated, and the Financial Ombudsman Service doesn't look into complaints.

Breakdowns

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)

If your appliance is still within its manufacturers warranty period, then you should in the first instance contact the manufacturer for repairs. If your appliance is outside the manufacturers warranty period then you can use our service.

Repair Request

To request a repair please contact us as soon as possible using the telephone number shown on your plan summary.

Plan Limitation

The number of repairs you can request under your plan is unlimited, but any claim you make will be subject to a £500 claim cap set by us. For the avoidance of doubt, we will never be responsible for any repairs or replacements for your products that cost more than £500. Additionally, your plan has a 45-day clause period during which the first claim cannot be submitted without paying any excess. If you file a claim during the first 45 days of your plan's start date, you will be required to pay a £250 excess.

Replacement Appliances

If a repair is approved, we may (at our discretion), decide to replace your product with a new product of the same or similar model and technical specification, especially if your make & model is no longer made.
If we decide that your product needs to be replaced but we cannot reasonably arrange a replacement, we may decide to give you a voucher instead. The vouchers will be for the full retail price (from a retailer chosen by us) of a replacement product of the same or similar model and technical specification.
All vouchers will be valid for 12 months from the date of issue. Voucher settlements will be sent to the last address you gave us. If vouchers are not available, we may provide a cash equivalent.
Risk of these vouchers shall pass to you as soon as you have been notified by us that the vouchers in question have been ordered. We shall not be liable or obliged to replace lost vouchers that have been ordered by us and dispatched for delivery by a reputable delivery service. Vouchers are not transferrable.

Disposal & Delivery Costs

The original product will become our property and be disposed of if it is removed from your home for repair and subsequently replaced. You will be in charge of getting rid of the outdated equipment at your own expense if it stays in your house but is replaced. Installing the replacement equipment and covering any associated expenses will always be your responsibility.

If Your Appliance Is Replaced

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

IWe will notify you if we choose not to approve a repair request that would otherwise be covered by your plan. All of the fees you paid during the current term of your plan will be reimbursed, and your plan will terminate immediately unless we refuse to repair because you violated these rules. There will be no more payments due. We'll send a written confirmation to the last address you provided.

Payment Fees

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).

If instead you choose to pay all the fees for the period in advance in one payment, you must pay this amount (inclusive of all applicable taxes) before the plan will start.
We may use a collection agency to recover any amount owing to us.
If you do not pay for your plan on time, it will be suspended from the due date. Any requests for repairs past this date will not be considered for approval unless payment is received. We do not store card holder information.

Plan Duration & Renewal

The initial plan period begins on the ‘start date’ and continues until the ‘renewal date’, as specified in your plan summary (unless ended in accordance with these terms and conditions).
Before your plan ends, we will write to you about renewing and your renewal notice will show the new amount to pay. The fee payable may increase at renewal.
If you pay by Direct Debit, each year your protection will automatically continue for another year with a new plan at renewal unless you have advised us otherwise. The renewal fee will again be collected from your specified bank account to ensure you are always protected.
If you pay by any other means, you will need to make payment for your plan to continue.
A cooling off period (lasting 14 days from renewal of the plan or the day on which you receive your renewal documentation, whichever is the later) applies at the renewal of your plan.
We reserve the right not to offer you a renewal on your plan

Cancelation & Plan Duration

The 'cooling off period' is the fourteen (14) days period from receipt of your documentation or from the plan start date, whichever is later.
If you change your mind during the cooling off period, you can cancel your plan and we'll refund any fee paid.
If your plan automatically ends or is cancelled by us, these rights do not apply (see ‘Our right to cancel your plan or bring it to an end below).

If you cancel your plan after the cooling off period then the following will apply:

We will reimburse your payment for the remaining full months of your plan if you have not received a repair. If you use Direct Debit to pay for your plan, you won't get your money back until you've paid for any subsequent months.

If you have received a repair, you will be responsible for paying the repair's cost and will not receive a refund. The plan charge (minus any payments you have already paid in the current term) will be the maximum.

You will get a complete refund less a £50 cancellation fee if you ask for a refund after the 14-day cooling-off period.

How to Cancel

If you wish to cancel your plan, please contact us on 080 03411383 (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.

Our Right to Cancel

If at any time we replace your product (or give you a voucher settlement), your plan will automatically roll over on to your replacement product on identical terms.
If you fail to comply with certain conditions and obligations (see ‘Important conditions and your obligations’ above) we may bring your plan to an end and we won’t provide any further services to you under the plan. Any future payments made under your plan shall be refunded. You must pay us for any call-out and repair costs we have incurred in the current period, this would be deducted from payments made and the remained would then be refunded.
We reserve the right to cancel your plan by giving you fourteen (14) days’ notice. If we cancel your plan using this provision, you will receive a pro rata refund of the fee paid for the remaining unexpired days of your plan.
In each case, we'll confirm any such ending or cancellation of the plan in writing to the last address you gave us

Conditions

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;

Your product must be owned by you and kept only for domestic use;
Your product must be used in a private home, solely occupied by a single household (at the address you gave to us);
Your product must be easily accessible and meet all relevant safety standards and be safe to work on;
You must take reasonable steps to limit the damage to your product once you are aware of the breakdown; and
Any indication of non-compliance with any of the above conditions shall give us the right to immediately terminate your plan.
The appliance must be less than 10 years old from date of purchase.

Your Obligations

It is your obligation to make all necessary arrangements before seeking services from us in order to make your product accessible for repair. You must notify us of any planned work necessary to make the product accessible and compliant with all applicable safety standards when you request a repair from us under your plan. We will have the right to request certification of completed accessibility and compliance work before beginning 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.

Repair Information

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 0/1 4 Scotstoun Street, Glasgow, Scotland, G14 0UL

Approved Engineers

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.

General Exclusions

Unless they are listed under the ‘Special conditions’ section or the ‘What this plan includes’ section, the following are excluded from the plan, and we will not pay for repairs which relate to:
Damage during delivery, installation or transportation of the product by a third party who is not our agent.
Any breakdown cost already covered by any manufacturer, supplier or repairer guarantee or warranty on a product.
Replacement or recall of the product (or any part) by a supplier or the manufacturer.
Modifying or making a product comply with legislation; work on the product that is only required due to legislation changes or making it safely accessible.
Your failure to follow the manufacturer’s instructions.
Any problem with the supply of electricity, gas, water, broadband or broadcast content.
Routine maintenance, cleaning, servicing and re-gassing.
Repairs carried out outside of your country of residence.
Indirect, direct or any consequential loss arising from your loss of use of the product or incidental costs caused by breakdown or repair.
Damage to any other property or possessions, whether affixed to the product or not, unless it is proven to be our fault.
Cosmetic damage such as damage to paintwork, dents or scratches.
Any loss, damage or impairment to functionality caused by: theft, attempted theft, neglect, deliberate damage or damage caused by animals, plants or trees.
Any loss, damage or impairment to functionality caused by: earthquake, flood, lightning, fire, wind, humidity, weather conditions, salt spray, storm or other natural events or catastrophes, abnormally high or low temperatures, plumbing problems, corrosion, chemical exposure, radiation, explosion, sabotage, terrorism, insurrection, revolution, war, riot, armed conflict, civil commotion, rebellion, man-made events or catastrophes or technological hazards (such as computer viruses or date-change faults).
Any appliance not registered under the plan.
Repairs, maintenance work, or use of spare parts, where not approved by
Damage to ceramic or glass surfaces (unless caused by an accident protected by the plan).
Commercial or business use including use by charities, not-for-profit organisations, local government or other such similar organisations (unless we agree to the use in writing beforehand)
Fraud or attempted fraud, or where the condition of the product is not consistent with the request you made.
The cost of replacing any accessories including: external fuses, batteries, rechargeable batteries, power cells, light bulbs changeable by the user, fluorescent tubes and related starter components, filters, attachments, cables and cable joints, plugs, light covers, grills, removable parts, glass and enamel parts, catalytic panels, external piping, starter connections and straps, 3D glasses and brushes and tubes.
For products with screens: repairs due to pixel failure where the number or location of pixels does not exceed the manufacturer's acceptable limit, marks on the screen, or burned screens.
For televisions: the change from analogue to digital broadcasting including terminating analogue transmissions, software interface problems, satellite or cable systems or gaining access to cables within the fabric of a building or wall.

Special Exclusions

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.

Third Party Rights Exclusion

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.

Changes to Terms & Conditions

To adhere to the law, rules, industry guidelines, or standards of practice, we reserve the right to amend or replace these terms and conditions. Correct any mistakes or ambiguities or take into account modifications to the type or extent of the protection you are receiving.

Any change that could materially affect your rights or obligations will be communicated to you in writing within thirty (30) days. On the date indicated in the notice, the revised terms and conditions will become operative. If you disagree with the changes, you can terminate the plan by giving us notice within that time frame, and you will be reimbursed pro rata for any money you paid during the plan's unexpired period.

Vulnerability Policy

We at Smartfix Appliances Care are dedicated to upholding our principles and philosophy. We invest in staff training because we are dedicated to treating all of our clients fairly and with respect.

Our training includes customer service as well as specialized assistance areas including mental health, disability, and identifying those who are in vulnerable situations, whether they are recent or ongoing. We are aware that vulnerability can be brought on by a wide range of circumstances in life, whether they are transient or long-term.It could be because of age, a physical or learning disability or difficulty in communicating or even mental problems. We also understand that challenging circumstances do make life difficult, and we want to be sure that you get the best response to your need.

To give our customers the best experience we listen to their feedback and continually monitor our advisor interactions. Our focus is always to make sure that our customers get the best possible service and support when they need it most. We’ll do our best to offer you the right level of help and the most appropriate products and services to support you.

Our customer support team will always try to identify specific needs to provide specialised help where it’s needed. Sometimes it isn’t always easy for us to realise if you’re experiencing difficulties, so please let the team know if you think they can help. If you’re in a vulnerable situation and need extra help, tell us by calling 080 03411383 Monday to Friday 10am to 5pm, Saturday & Sundays & Bank Holidays CLOSED. Or if you prefer, next time you have a reason to call us, let our advisor know of any vulnerability needs and they’ll make a note of it on your account so that we can consider your extra needs when you contact us next time. It’ll help us to help you better in the future. Alternatively, you can use one of our other contact methods, such as email to support@smartfixappliancescare.co.uk You can also give your permission for someone else to contact us on your behalf. You can either call us to add their name to our authorised contacts list, or you can do it at the time. We will ask you to confirm permission to speak to them on your behalf. Don’t worry, any information you give us will be treated in confidence and in accordance with data protection law.

Data Protection

Your information, which you or others have given us, will be used by Smartfix Appliances Care and its business partners to deliver the requested service, as well as for marketing, market research, customer surveys, regulatory reporting, administration (including the recovery of any amounts owed, if applicable), identity verification, analytics, and testing. Additionally, other chosen businesses working on our behalf may receive your information in order to properly administer 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; Smartfix Appliances Care, 0/1 4 Scotstoun Street, Glasgow, Scotland, G14 0UL

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.

Direct Debit Guarantee

This Guarantee is offered by all banks and building societies that accept Instructions to pay Direct Debits
If there are any changes to the amount, date or frequency of your Direct Debit Smartfix Appliances Care will notify you within 10 working days in advance of your account being debited or as otherwise agreed. If you request Smartfix Appliances Care to collect a payment, confirmation of the amount and date will be given to you at the time of the request.
If an error is made in the payment of your Direct Debit, by Smartfix Appliances Care or your bank or build society you are entitled to a full refund of the amount paid from your back or building society. However, if you receive a refund you are not entitled to you must pay it back when asked.

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.

How to Contact Us

For customer assistance, contact us by phone at 080 03411383 or by mail at 0/1 4 Scotstoun Street, Glasgow, Scotland, G14 0UL. As an alternative, send us an email at support@smartfixappliancescare.co.uk. For training and quality reasons, calls may be monitored and recorded. At the very least, lines are open Monday through Friday from 9 a.m. to 5 p.m. (excluding public holidays).

How to Complain

If you wish to complain or you are unhappy with the service provided, please contact our customer services team on; 080 03411383 or you can write to support@smartfixappliancescare.co.uk

The Financial Conduct Authority (FCA) regulate businesses that deal with contracts of insurance. we do not offer contracts of insurance.