Terms & Conditions

Thank you for choosing UK Home Direct

Please read these terms and conditions carefully for your benefits

For the purposes of these Terms and Conditions:

Company (referred to as either “the Company”, “We”, “Us” or “Our” in this Agreement) refers to UK HOME DIRECT LTD, 128 City Road, London EC1V 2NX. Provider of this service plan trading as UK Home Direct

Service Plan refers to the services or order summary sent to you, when you have taken the services.

Terms and Conditions (also referred as “Terms”) mean these Terms and Conditions that form the entire agreement between You and the Company regarding the use of the Service.

Website refers to UK HOME DIRECT LTD, accessible from https://www.ukhomedirect.co.uk

You: person name on the service plan
Contract and Services: This plan is not categorized 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. UK Home Direct LTD are not regulated as we do not offer contracts of insurance and therefore complaints are not investigated by the Financial Ombudsman Service
Coverage: This Service plan covers all repairs and services required to maintain the proper operation of the covered home appliance. This includes parts and labor required to repair any defects in materials or workmanship, but does not cover normal wear and tear, accidental damage, or improper usage.
Claims process: To make a claim under this service plan, the customer must contact the service provider within the warranty period and provide proof of purchase. We will then schedule a repair appointment and diagnose the issue. If the issue is covered under this service plan that we included, our certified Engineers will perform the necessary repairs, In the event where the appliance is not repairable It will be replaced with a new one according to this service terms and 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-days 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-days 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.
Service plan: Repairs and services under this warranty plan will be performed by a network of qualified engineers who are authorized to perform repairs on the covered home appliance. The service provider will use only genuine replacement parts that meet the manufacturer’s specifications.
Transferability: This warranty plan is not transferable to a new owner as the service plan was issued under your name for your benefits
Service Plan Duration: This warranty plan is valid for a period of two years from the date of purchase, and covers all repairs and services required to maintain the proper operation of the covered home appliance.
Renewal: This warranty plan can be renewed for an additional two years for a fee, provided that the customer contacts the service provider before the expiration of the initial warranty period.
Limitations of liability: The service provider will not be liable for any indirect, incidental, or consequential damages arising from the failure of the covered home appliance, including but not limited to loss of use, loss of time, or loss of profits.
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 do not repair or replace Plasma TVs as these brands of TVs are no longer made and are also excluded from the plan
We don’t include our services on:
Fault or Breakdown caused by accidental or intentional misuse of the product
Commercials and Other Business Entities
Loss or theft of the product
Fault or Breakdown caused by natural disasters
Fault or Breakdown caused by using the product in a manner for which it was not intended or designed
Pre-Existing Fault
Appliances above 15 years Old
Boiler and Plasma TVs
Our Services Include on:
Quick Repair Services
Replacement of appliances If it is not repairable
All Make models in the past 13 years are covered.
UK Based Friendly Customer Support.
Qualified Authorized Engineer
24 Months Service Duration and Used For Residential Purpose Only
Cancellation and our Service Duration:
The Cooling off period is for 14 days, and it shall start from the day you receive our documentation including your order summary.
If you change your mind and want to cancel the order, please call us on the given number you will find on the page of your order summary, and we shall refund any fees paid
And in the event where your plan comes to an end or is cancelled by us these rights shall not applied.
If you cancel your plan after the cooling off period then the following will apply:

If you have not received a repair, we’ll refund the fee paid by you for the remaining full months of your plan. If you pay for your plan by Direct Debit, you will only receive a refund if you have already paid for any future months of your plan.
If you have received a repair, no refund will be given, and you will have to pay the cost of the repair. This will be capped at the plan fee (less any fees you have already paid in the current period).
If you request a refund after the 14 days cooling off period, you will receive a full refund minus a £50 cancellation fee.

How to Cancel: If you wish to cancel your plan, please contact us on 02038 073282 (10am to 5pm, Mon-Fri). You can also cancel by writing to us at the address specified in the ‘How to Contact Us’ 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.

16.Our Right to Cancel: If you fail to comply with certain conditions and obligations 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’ notices. 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.

Acknowledgment

These are the Terms and Conditions governing the use of this Service and the agreement that operates between You and the Company. These Terms and Conditions set out the rights and obligations of all users regarding the use of the Service. Your access to and use of the Service is conditioned on Your acceptance of and compliance with these Terms and Conditions. These Terms and Conditions apply to all visitors, users and others who access or use the Service. By accessing or using the Service You agree to be bound by these Terms and Conditions. If You disagree with any part of these Terms and Conditions then You may not access the Service.

Eligibility: You represent that you are over the age of 18. The Company does not permit those under 18 to use the Service. And your appliance should be in working condition and does not exceed 13 years old from the date of purchased. Your access to and use of the Service is also conditioned on Your acceptance of and compliance with the Privacy Policy of the Company. Our Privacy Policy describes Our policies and procedures on the collection, use and disclosure of Your personal information when You use the Application or the Website and tells You about Your privacy rights and how the law protects You. Please read Our Privacy Policy carefully before using Our Service.

Links to Other Websites

Our Service may contain links to third-party web sites or services that are not owned or controlled by the Company.

The Company has no control over, and assumes no responsibility for, the content, privacy policies, or practices of any third-party web sites or services. You further acknowledge and agree that the Company shall not be responsible or liable, directly or indirectly, for any damage or loss caused or alleged to be caused by or in connection with the use of or reliance on any such content, goods or services available on or through any such web sites or services.

We strongly advise You to read the terms and conditions and privacy policies of any third-party web sites or services that You visit.

Data Protection

UK Home Direct 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; UK Home Direct LTD, 128 City Road, London EC1V 2NX

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: adviceguide.org.uk

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 UK Home Direct Limited will notify you within 10 working days in advance of your account being debited or as otherwise agreed. If you request UK Home Direct Limited 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 UK Home Direct Limited 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 services: call 02038 073282 or write to us at 128 City Road, London EC1V 2NX. Alternatively, you can email us at support@ukhomedirect.co.uk. Calls may be recorded and monitored for quality and training purposes. Lines are open, at a minimum, from 10am to 05pm, Monday to Friday (except public holidays).

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