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Term & Conditions

Your plan benefits:

You are entitled to access our UK-based call centre on 03330 300 029 to receive help if your appliance is not working.
If your appliance suffers either:

  • damage caused accidentally (physical damage because of a sudden cause which stops the appliance working properly) either within or outside the supplier's or manufacturer's guarantee or.
  • a mechanical or electrical breakdown outside the supplier's or manufacturer's guarantee period.

and our customer services team are not able to resolve the problem we will, in our discretion, decide whether to approve a repair, and then pay for the parts and labour cost of repair, or may replace or pay the cost of replacing your appliance, in each case subject to the terms and conditions below.

Terms and Conditions general:

  • There is no limit to the number of repairs to your appliance which can be approved during the period of your plan.
  • Repair work authorised by us will be carried out during our repairers' normal working hours only, which are typically Monday - Friday, 10am to 5pm.
  • Applications for repairs of appliances will only be considered where the appliance is no longer covered by any supplier's, manufacturer’s, or repairer's guarantee for call-out and labour charges.
  • You must operate your appliance in line with the manufacturer's instructions and must not modify it.
  • Your appliance must not have been lost, stolen, misused, neglected, poorly installed, subject to malicious damage, or damage caused by fire, explosion, floods, lightning, storms, frost or other bad weather conditions, rust, corrosion, or water.
  • Your appliance must not be subject to a current recall either by us, the supplier, or the manufacturer.
  • Your appliance must be used in a domestic environment. Appliances used in a non-domestic or commercial environment must be subject to our prior approval in writing.
  • Your appliance must be repaired within the United Kingdom unless we agree otherwise in writing.
  • You are liable for the cost of repairs if there is no fault found with the appliance, or to the extent that it requires routine maintenance, cleaning, servicing, cosmetic repairs (e.g., damage to paintwork, dents, or scratches) or where there is any problem with the supply of electricity, gas or water.
  • Payment will not be approved for costs arising from being unable to use your appliance (e.g., food spoilage) or for any other loss or damage not included under your plan benefits which arises from the breakdown of your appliance, including any costs to remove or reinstate built-in or fitted appliances.
  • If, when you require breakdown service, there is any other service agreement or an insurance policy under which you are entitled to claim, we may only pay an appropriate proportion.

Replacement of Appliance

  • If a repair is approved, we may replace your appliance with a new appliance of the same or similar make and specification, if we decide not to repair it.
  • If we cannot reasonably arrange a replacement, we may decide to pay you a contribution towards the cost of the new appliance. Usually this will be vouchers redeemable from a retailer chosen by us. We will base this contribution on the price we would normally obtain directly from our chosen supplier.
  • When your appliance has been replaced under condition 1 or 2 above your plan will end immediately.
  • When your appliance has been replaced you will be responsible for disposing of the original appliance at your own cost if it remains in your possession.
  • You must also pay for the supplier's delivery and/or installation charges and for any outstanding plan fee instalments.

Your right to change your mind/cancellations:

You may cancel the Service at any time before the end of your manufacturer's (parts and labour) guarantee period and receive a full refund unless your appliance has already been replaced or written-off.

Cancellation:

  • You may cancel the service at any time after the “right to change your mind” period outlined above, if you cancel within 28 days you will receive a full refund but if you cancel after the 28days we will refund a proportion of your service fee relating to the remaining full months outstanding, unless your appliance has already been replaced or written-off.
  • If you pay for your Service by Direct Debit instalments, we will only refund any payments that you have made for the unexpired period of your service.
  • If we have provided you with a replacement appliance or a write-off settlement at any point during the period of your service, then your service will end, and no refund will be due.
  • To cancel your service, please call us on 03330 300 029.
  • The service can be cancelled by us by giving you 14 days' notice in writing to your last known address. A refund of the amount paid for the remaining full months of the service will be given.
  • If you cancel the service, and you are paying by Direct Debit, please tell your bank to cancel the Direct Debit instruction.

What are your Consumer Rights?

Goods ordered at home:

The consumer contracts regulations 2013 says:

  • Up to 14 days after receiving your goods, in most cases, you can change your mind and get a full refund.

The consumer rights act 2015 says: goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your entitled to the following.

  • Up to 30 days if your goods are faulty, you can get a refund.
  • Up to 6 months if it can’t be repaired or replaced, then you’re entitled to a full refund in most cases.
  • If the goods do not last a reasonable length of time, you may be entitled to some money back.

Services ordered at home:

The consumer contracts regulations 2013 say:

  • In most cases, you can cancel within 14 days. If you agree the service will start within this time, you may be charged for what you’ve used.

 The consumer right act 2015 says:

  • You can ask us to repeat or fix the service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it
  • If a price hasn’t been agreed upfront what you’re asked to pay must be reasonable.
  • If a time hasn’t been agreed upfront, it must be carried out within a reasonable time.

How to contact us or complain:

  • Call the Customer Service Department on 03330 300 029

If you are not satisfied with any of the services we provide or the way in which we have exercised our discretion you can ask for your case to be reviewed by Comprehensive Appliances Ltd and a final decision will be made on behalf of the Managing Director.

Telephoning Comprehensive Appliances Ltd

Your telephone calls may be recorded for training and quality purposes and to monitor and improve the quality of the service provided. On request they can be retrieved in case off consumer dispute.

Data Protection

Consumer permissions are required in writing before disclosing any details. Your details will be held and used by Comprehensive Appliances Ltd, and selected companies acting on our behalf to administer your plan. We may pass your data to any relevant regulator or dispute resolution provider. We may also use your data for training and testing purposes. If you have given us permission, your details may also be used by us or third parties for other marketing purposes. We may disclose your information to our service providers and agents for these purposes. We and the third parties (if applicable) may contact you by mail, telephone or email. You can ask us for a copy of your details (for a small fee) and to correct any inaccuracies. To improve our service, we may monitor or record our communications with you.

Exclusion of third-party rights:

This plan is for the benefit of the plan holder only and any permitted transferee at our discretion no rights or benefits will be given to any other third party under the plan. The provisions of the Contracts (Rights of Third Parties) Act 1999 will not apply.

Transferring your contract:

With our permission you can transfer your Service to a new owner of the appliance by giving us written details of the new owner. Your Service cannot be transferred to any other appliance.

New service contract:

At the end of your service Contract, we will write to you about a new contract.

  • If you pay by Direct Debit, your notice will show the amount to pay for a new contract service, unless you inform us otherwise.
  • If you pay by any other means, your contract Service will show the amount to pay. You will need to make payment for the contract service to continue.
  • We reserve the right not to offer you a new contract on your service.

Other providers

You should be aware that extended contract service is available from other high street outlets, service companies and other providers. Cover may also be available for limited periods on some appliances from your credit card provider. Some household contents services offer contracts for accidental damage, fire or theft. You may, however, find that an excess is payable and a claim may affect the cost of subsequent contract service.

When can I buy a service contract?

If you decide not to take the service when you buy your appliance, any quote we give you in writing will be available on the same terms and conditions for a further 30 days. Any offers, such as discounts and vouchers, which are linked to the purchase of the service will also remain available for that period. Under this service, you have the entire period of the manufacturer's guarantee in which to decide if you want to cancel the service and receive a full refund. We will also send you a reminder about this right with your plan documentation.

Customers with disabilities

We offer a number of services for customers who have disabilities. We can provide this document in large print. For further information please telephone us on 03330 300 029.