Definitions
Appliance means the electrical appliances to be used in domestic locations or approved commercial locations that are fully identified in the Agreement Schedule
Agreement Schedule means the written confirmation you received from the Providers confirming your details and the details of the appliance that is the subject of this Repair Plan;
Cooling Off Period – In respect of all sections of the Repair Plan, no support call can be made for any event that occurs within 30 days of the commencement date of this Repair Plan as shown in the Agreement Schedule
Event means mechanical electrical breakdown that generates a support call being made under this Repair Plan;
Mechanical Electrical Breakdown means an actual and sudden mechanical failure, electrical failure or breakdown that results in the sudden stoppage of the appliance’s normal function and that necessitates repair to resume those functions;
Fee Payment means the sum you pay either monthly or in full annually, as preferred by you, to the Providers for the provision of this Repair Plan;
Period of Protection – The duration period noted on your Agreement Schedule, either monthly or annual as determined by you;
Support Call Any repair request
Territorial Limits shall mean Great Britain, Northern Ireland, subject to any repairs being carried out in the UK by repairers approved by us;
We/Us/Our means the Providers;
You/Your means the owner of the appliance named on the Agreement Schedule.
Service and Repair Plan Overview
The Plan entitles you to repairs and replacements for each appliance listed on your schedule. If an issue occurs with your appliance, we will, at our sole discretion, repair or replace your appliance at no cost to you, subject to these terms. This plan is a contract for services and not covered by insurance regulations or the Financial Ombudsman Service.
The Service
Subject to the Conditions, Exclusions, Limitations and Support Call Procedure, the Providers agree that in the case of an event outside your manufacturer’s guarantee period and within the territorial limits during the Agreed Term, we shall, at our absolute sole discretion, pay for the cost of repair by the approved repairer when authorised by us or replacement when authorised and arranged by us. (Maximum claim £500) Subject to our absolute sole discretion, our maximum liability in respect of any one support call relating to an event will be the replacement cost of the appliance subject to any betterment as per the terms of this Repair Plan.
Any benefit provided by the Providers under this Repair Plan shall be granted solely by the Providers, and in every case, shall be made only upon such terms and conditions as the Providers determine. For the avoidance of doubt, the limit of or the provision of the benefit shall only be made in the absolute discretion of the Providers.
For the avoidance of doubt, this is an agreement for the provision of specific services supplied at our absolute sole discretion, and this is not a contract of insurance, a guarantee or an insurance policy.
Support Call Notifications & Requirements.
In order to make a support call for repair, you or your personal representative, must:
a) within 14 days of the occurrence of the event, notify the Providers through our customer service helpline on 0800 304 7777, Monday to Friday 9am to 5pm (excluding bank holidays); and where requested to do so, notify us in writing and to request a support call.
b) repairs or replacements requested within the first 3 months of the plan start date will be subject to a fee, payable by You, of 50 percent of the repair or replacement value.
c) If your appliance fails any checks that are carried out as part of our ongoing support, we will try to resolve the problem remotely. If we are unable to resolve the problem remotely, we will at our sole discretion, decide to repair or replace the appliance.
d) proof of Purchase is required in order to proceed with a repair or replacement request.
You must also ensure:
a) you hold the appliance or parts thereof available for inspection for 30 days following the submission of a support call; and
b) when requested to do so, and within 14 days of receiving such request, deliver to the Providers a written statement of all reasonable particulars and details of the appliance affected, the appliance’s value and the event, and furnish all such documents, explanations and other evidence as may be reasonably required by the Providers.
7 Day Fix or Replace Promise
To get you back up and running quickly, we aim to repair products within 7 working days. If we take over 7 working days to resolve the fault, you may request a replacement Device or Appliance. The 7-day promise period will start on the date of our engineer’s first visit when access to the Appliance or Device is gained.
Support Calls Covered
The providers, at their absolute sole discretion, will cover the following:
• Any domestic appliance you chose to cover in your agreement schedule.
• The Providers or their representatives, at the Providers’ absolute sole discretion, will repair or replace domestic appliances in the event of a mechanical or electrical breakdown.
• You are entitled to call our freephone repair line to receive help and assistance if a domestic appliance stops working.
• If your appliance suffers an electrical or mechanical breakdown and the Providers are not able to resolve the problem, we will, at our absolute sole discretion, decide to either approve a repair or to pay part or all of the cost of replacing your equipment, subject to our terms and conditions.
Unless all of the terms of this condition (as detailed above) are complied with, at our absolute sole discretion a support call under this Repair Plan may not be payable.
Events in which a Support Call will normally be declined.
As described above, we very much hope that your Repair Plan will give you peace of mind through protection against the cost of repairs and replacements for its full duration, but obviously some things are not covered:
• Inherent defects, wear and tear, etc.
• Damage to or destruction of the appliance caused by:
• its own defective design materials or workmanship, a latent defect or defects, gradual deterioration, wear and tear, corrosion, rust, condensation or evaporation, dampness, dryness, dust, change in temperature and foreign objects;
• faulty or defective workmanship, operational error or omission on your part or the part of any person using the appliance with your express or implied consent;
• handling and/or use of the appliance that is not in accordance with the manufacturer’s instructions as set in their handbook supplied with the appliance.
Other issues
The following are not covered by the Repair Plan:
• an appliance that does not meet the current electrical regulations in force at the time of purchase or faults relating to the installation of the appliance;
• work, which relates to a manufacturer recall or routine maintenance of the appliance, supplies or service in your home;
• cosmetic repairs;
• Support Call arising from the interruption, failure or disconnection of public services to your home (including water, electricity or gas supply) however caused or from gas leaks;
• total loss of use of the appliance due solely to the non-availability of replacement or substitute parts, in which case the Providers shall, at their absolute discretion, offer a settlement based on the depreciated value subject to betterment of the appliance and the estimated cost of repairs had the parts been available;
Renewals
We will notify you by letter or email before your plan expires, outlining renewal terms, changes or price increases. A cooling – off period of 14 days applies at renewal.
If we collect payment via Direct Debit or via Card on a Continuous Payment Authority, we will renew your policy unless you notify us that you do not wish to renew.
Your Right to Cancel
a) You have 14 days cooling off period from the date you received this letter, a full refund of any fee paid will be made during this time
b) Any cancellations after the cooling off period has expired will be subject to the full payment for the term of the agreement
c) If you have had a repair under this plan no refund will be paid and any unpaid Fee for the year will become due and payable
General Conditions
These conditions apply to all services described herein.
Our Contract with You
Our acceptance of your application to purchase a plan will take place when we send your plan documents, at which point a contract will exist between you and us.
The price of the plan will be the price stated in your welcome letter. We take reasonable care to ensure the price advised to you is correct.
Over time the price may increase due to inflation or other factors. We will always advise you at renewal of any price increases for the following year.
If you pay by Direct Debit, you must make regular payments in accordance with your schedule. If we are unable to collect a payment from your bank, we may attempt to request it again unless you advise us otherwise.
If you choose to pay for the entire service period in one payment, or we require you to do so as a condition of taking out the plan, you must do this before the plan starts. We will always aim to resolve issues fairly and transparently. In the event of otherwise required by law.
Your Responsibilities
We may refuse Service if you do not fulfil your responsibilities, and charges may be applied if no fault is found, or if we are unable to perform services due to access or safety issues.
You must:
Report issues promptly and provide information requested.
Be at least 18 years old and a resident in the United Kingdom.
Ensure Appliances have no pre-existing faults
Perform normal maintenance according to instructions.
Ensure installation and usage in line with instructions.
Take reasonable preventative measures when leaving home.
Ensure appliances are exclusively for domestic use, for a single household and at the specified address.
Ensure appliances are accessible and meet safety standards.
Grant timely access to your premises for service
Pay delivery, installation and disposal for replacements.
Gain approval from us in advance if using your own engineer.
Changes to these Terms and Conditions
We can, at any time and after taking a fair and reasonable view, modify or replace these terms and conditions to: comply with the law, regulations, industry guidance or codes of practice; rectify errors or ambiguities; and make changes in the scope or nature of the services provided to you. Where possible, we will give you advance notice of changes and/or an opportunity to cancel if you disagree with the changes.
Severance
Each of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
Governing Law and 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 contact the Citizens Advice Bureau.
How to Complain
If you wish to complain, please contact the Customer Service team on 0800 304 7777.
Protecting Your Personal Data
We are the Data Controller for the data you provide to us. We need to use your data to arrange your plan and associated products and for marketing purposes. Please let us know if you would prefer not to receive marketing information from us.
You are obliged to provide information without which we will be unable to provide a service to you. We may pass your data to other organisations, such as auditors, external consultants, credit providers, banks, financial transaction processors, crime and fraud prevention agencies, databases and regulators.
To protect our legal position, we will retain your data for a minimum of 7 years after the expiry of your plan.
We have a Data Protection regime in place to oversee the effective and secure processing of your data. You can request copies of the data we hold, have it corrected, sent to a third party or deleted (subject to our need to hold data for legal reasons). If you wish to complain about how we’ve handled your data, you can contact us and we will investigate the matter. If you are not satisfied with our response or believe we are processing your data incorrectly, you can write to: Information Commissioner’s Office, Wycliffe House, Water Lane, Wimslow, Cheshire, SK9 5AF, or by phoning 0303 123 1113.
The name which will appear on your bank statement is: “Hometech Support”
Hometech Support is a trading style of HOME-TECH Support Ltd. Registered office address 168 Church Road, Hove, BN3 2DL. Company number 09457230
These terms were last updated on 4thth December 2025