Product Terms and Conditions

In order to do our bit to help the environment we are trying to reduce the amount of paper we use. This page contains an abridged version of our full Terms & Conditions, which are available online at www.hometech-support.com. 

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. 

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.

General Conditions

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

1. 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) 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. 

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. 

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. Domestic appliances include, but are not limited to, washing machines, tumble dryers, condenser dryers, dishwashers, refrigerators, fridge-freezers, and chest freezers. 

• 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. 

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. 

• Appliances over 8 years old. 

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;

• accidental damage or 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;

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 16th September 2019