The agreement between you and Appliance Cover Direct for your maintenance plan.
This maintenance service agreement ("Agreement") is between you ("the Customer") and Appliance Cover Direct, a trading name of Home Solutions ("we", "us", "our"). This is a maintenance and repair services agreement. By taking out a plan with us, you agree to the terms set out below.
"Breakdown" means the sudden and unforeseen mechanical or electrical failure of a covered appliance, or a plumbing or drainage fault, that prevents it from working as intended. "Engineer" means a qualified professional instructed by us to carry out repairs. "Home" means the UK residential property named on your plan where services apply.
This Agreement sets out the maintenance and repair services we provide under your chosen plan, and the responsibilities of both parties.
Cover is available to UK residents who own or occupy the property named on the plan. All appliances, plumbing and drainage covered must be in full working order at the start of the Agreement and used solely for normal domestic purposes.
There is an initial waiting period of 21 days from the start of your Agreement during which you are not entitled to request maintenance or repairs. Any fault identified during this period is treated as pre-existing and is excluded from cover.
This Agreement does not cover faults that existed, or that a reasonable person ought to have been aware of, before the Agreement start date.
We offer two categories of plan: Appliance Plans (covering kitchen and laundry appliances such as washing machines, fridges, freezers, dishwashers, ovens and tumble dryers) and Plumbing & Drainage Plans (covering household plumbing and drainage as described on your plan documents).
Depending on your plan, cover may include engineer labour, replacement parts, call-out charges, and telephone technical support. The maximum limit per individual repair is £500, with an aggregate annual limit of £1,500 per Agreement. Full details of what is included in your specific plan are set out in your plan documents.
This Agreement does not cover: wilful or accidental damage; use of a covered appliance, plumbing or drainage system for commercial purposes; routine cleaning or maintenance; cosmetic issues that do not affect function; or repair work carried out by anyone other than an engineer authorised by us.
To request a repair, contact us by phone or email as soon as you become aware of a breakdown. We will aim to agree a suitable appointment window with you. Some issues may require more than one engineer visit to resolve.
Plan payments are collected monthly by Direct Debit. If a payment is missed, we may suspend your cover until the account is brought up to date.
You have 14 days from the start of your Agreement to cancel and receive a full refund, provided no repairs have been carried out during that time. After the cooling-off period, you may cancel your Agreement at any time by giving us 30 days' written notice.
Any fraudulent claim or activity will result in the immediate termination of your Agreement without refund, and may be reported to the relevant authorities.
We may update these terms from time to time. Where changes materially affect your cover, we will give you reasonable notice.
This Agreement is governed by the laws of England and Wales, and the courts of England and Wales will have exclusive jurisdiction over any dispute.
If you have any questions about these terms, please contact us on 0345 257 3519 or customerservice@appliancecoverdirect.com.
This page is a general summary of our standard terms for guidance only. Your specific plan documents, issued when you take out cover, set out the full and binding terms of your Agreement.