These Terms & Conditions and Your Schedule form a fixed term Membership agreement between You and Us. It includes sections which may not be applicable to You, so it’s important to read it carefully with Your Schedule to understand what is included in Your Appliance Plan. Please contact Us if You have questions or need to make any changes.
Your Appliance Plan is a Membership for Services and not covered by insurance regulations or the Financial Services Compensation Scheme.
The Membership agreement is operated under the trade name County Repairs, which is a part of Country Repairs LTD, a company built in the UK. The registered office address is: Office 7544, 321-323 High Road, Chadwell Heath, Essex RM6 6AX. Company registration number: 15858727.
Introduction
The County Repairs Appliance Plan gives You unlimited Engineer Callouts and help when it comes to needing parts, replacements and related Services. Please check Your Schedule for the Appliances that You have on Plan.
Definitions
Appliance means the domestic electrical Appliance included in Your Appliance Plan.
Beyond Economical Repair means the cost to Repair exceeds replacement value, spare parts are unavailable or damaged beyond Repair (as determined by Us).
Breakdown means a mechanical or electrical part of Your Appliance fails, causing the Appliance to operate improperly or not at all.
Callout means a visit by an approved Engineer We have sent to perform Services at Your property.
Cosmetic Damage means damage that does not affect the normal operation of the Appliance including but not limited to, dents, discoloration, marks and scratches.
Coverage Area means mainland Great Britain, Northern Ireland, the Isle of Man, and the Channel Islands.
Engineer means any company or person approved by Us to provide Services.
Membership means the contractual agreement between You and County Repairs.
Plan means these Terms & Conditions and Your Schedule.
Repair means any Repair, including labour, parts and materials, to restore good working order.
Schedule means the personalised section of Your Plan documents.
Service means services including inspection, Repair, replacement, maintenance or advice.
We/Us/Our means County Repair.
You/Your means the subscriber named on the Schedule.
Key Information:
What's Included
A health check for Your Appliance(s) listed.
A telephone assistance helpline should any of Your appliances listed on the Schedule Breakdown due to an electrical or mechanical fault. More information can be found throughout these Terms and Conditions. The contribution limit of up to £500 for any call out request is the maximum We will pay for any single incident, inclusive of parts, labour and call out fees. There is no limit to the number of requests You can make.
What's Not Included
Any Repair or replacement for any Appliances that are still under manufacturer, supplier, or Engineer guarantee, unless advised otherwise by Us.
Damage to glass or ceramic surfaces.
Appliances older than 15 years old.
A Breakdown due to accidental or deliberate damage.
Cosmetic damage that does not cause a Breakdown.
Any loss suffered as a result of delays or other such losses in Repair or replacement of Your Appliance by Us.
Any loss or damage from faults or damage that You were aware of at the time You entered into this Plan.
Requesting a Service
If You suspect a gas leak, call the National Grid immediately on 0800 111 999.
If You have a life-threatening emergency call 999 immediately.
If an appliance on Your Schedule has an issue, contact Our telephone assistance helpdesk for free on 03300 270 571. Calls may be recorded for training and monitoring purposes.
Call Us as soon as You need to make a request. We will not be able to cover the costs of any work not authorised by Us in advance.
We will perform some security questions, take details of the issue and review Your information.
We will sometimes perform technical checks to attempt to resolve the problem over the phone for You.
If a Callout is needed, We will at Our discretion Schedule an Engineer to visit Your property to inspect or Repair, or We may, at Our option, choose to offer You a replacement and may also ask for proof of purchase of Your appliance.
A 45-day exclusion period will apply before You can request any Services, unless a £250 payment is made.
If We choose a replacement, We may make a cash offer to You, or We may replace Your appliance for You. If We replace Your appliance directly, We will always offer You a brand-new option up to the value in Your Schedule or offer a contribution towards an upgrade if You prefer. The amount will be based on the age of Your appliance.
You will be liable for the costs related to disconnecting and recycling of Your old appliance and the delivery of Your new appliance. These costs must be paid to Us, before We order Your new appliance.
If the Repair technician confirms the Repair is one that is not covered there will be no reimbursement.
If this fee is not paid there is a discretion to decline Your Repair request.
We may at Our discretion request a security payment which is payable at the time a Repair request is reported.
This payment arises where there is uncertainty as to whether the Repair is covered.
The security payment is a fixed payment of £75.
If following the diagnosis, the Repair technician confirms that the fault is one that is covered, this payment will be reimbursed.
If the Repair technician confirms the Repair is one that is not covered there will be no reimbursement.
If the Repair technician confirms the Repair is one that is not covered there will be no reimbursement.
If this fee is not paid there is a discretion to decline Your Repair request.
Service Period
The Service period begins on the start date and continues until the end date, as stated on Your Schedule, unless it has been ended in accordance with these terms and conditions.
Services will be suspended if any details You have provided are incorrect, You miss a payment or if until any missing payments are repaid, or incorrect details are updated. If You fail to comply with the conditions in Your Membership agreement, exposing Us to potentially serious prejudice, We may immediately end any further Services to You and Your Plan.
With or without fault on Your part, We reserve the right to cancel Your Plan with fourteen days’ notice, providing a pro-rata refund for the remaining Service period. We will confirm any such cancellation via telephone, email or post to the last address You gave Us.
How to Cancel
If You wish to cancel Your Plan, You, or an authorised representative, can contact Us anytime by telephone, email, or in writing to Us at Office 7544, 321-323 High Road, Chadwell Heath, Essex RM6 6AX.
If You cancel a Direct Debit, without letting Us know, We will contact You to attempt to collect any missed payments.
You have the right to cancel within 28 days of receiving Your documentation and will receive a full refund as long as no claims were made.
After the 28-day period, You must contact Us giving at least thirty days’ notice to end Your Membership agreement, and You will receive a pro-rata refund for the remainder of the Service period.
This will not apply if You have received any Services from Us, and a charge will be levied equivalent to any unpaid instalments for the remainder of the Service period.
How to Renew
We will notify You by letter or email before Your Plan expires confirming Your renewal terms, any changes, or price changes. A cooling-off period of 14 days applies at renewal.
If We collect payments via Direct Debit or automatic card debiting, We'll proceed with renewal unless You notify Us at least seven days before expiry that You will not renew.
If You chose to pay a one-off payment, We will contact You via telephone so that You can confirm if You would like to renew and how You would like to make the payment and provide Us with the details to be able to process Your payment.
We may automatically renew Your Plan for 12 months following any addition of appliances You make to Your Plan and following any replacement that You have received from Us. In this case, the cooling-off period will not apply.
How to Pay
Your Schedule shows Your payment details. If You miss a payment Your Plan may be suspended until it’s collected.
We will attempt to notify You of any overdue payments as they occur.
General Conditions
These conditions apply to all services described in this document.
Your contract with us
Our approval 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. Our liability for each individual incident is limited to the contribution limit. The price of the Plan (which includes VAT) will be the price stated in on Your Schedule.
If You pay Us 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 payment again unless You advise Us otherwise.
When You have paid the fees by Direct Debit for the payments shown in the Schedule, if the Service period has not yet expired, no further payment will be taken for the remainder of the period, unless and until Your Plan is renewed for a further period. If You choose to pay all fees for the period in advance in one payment, or We require You to do so as a condition of taking out the Plan, You must pay this amount before the Plan starts.
Your responsibilities
If We are not able to access Your property, Your property is unsafe or no fault is found, You will be charged £75 for the call out fee.
You must: Be at least 18 years old and a resident in the United Kingdom.
Ensure Your Appliances are in good working order when the Plan starts.
Your Appliances are used for domestic purposes, for a single household, and at the specified address.
Ensure that any Appliance meets safety standards, is easily accessible, and safe for the internal gas supply pipe between the meter and a gas Appliance in Your home.
Report any issues promptly, providing necessary information.
Gain approval from Us in advance if using Your own Engineer.
Grant timely access to Your premises for Service.
Perform normal maintenance according to the manufacturer instructions.
Ensure installation and usage is according to manufacturer instructions.
Notify Us of, and provide certificates for, any work to make Appliances safe and accessible.
Adhere to specified payment timelines.
Dispose of any Appliance at Your own cost if You have accepted a replacement.
Pay for delivery and installation charges if You have accepted a replacement.
General exclusions
The following is not included in this Plan:
Any Appliance not listed on Your Schedule.
Any Appliance covered by manufacturer, Engineer or supplier guarantee or warranty.
Replacement or recall of an Appliance (or any part) by a supplier or the manufacturer.
Damage during delivery or installation unless caused by Us or Our partners.
Faulty installation or work that is required to ensure safe access.
Modifying or making an asset comply with legislation.
Any incidental costs other than those specified.
Cosmetic Damage such as damage to paintwork, dents or scratches.
Repairs, maintenance, or use of spare parts, where not approved by Us.
Damage to assets caused by mains utility failures.
Callouts where no fault is found, intermittent or recurring faults.
Damage relating to any faulty parts due to design faults or wear and tear.
Subsequent Callouts if previous recommended Repairs were not completed.
Any issue arising before the Service period or while Your Plan is suspended.
Pollution-related damages, damages due to hard water scale, or asbestos removal costs.
Contractual information
We can amend these terms and conditions for regulatory or legal reasons as well as to benefit County Repairs as a whole.
Where this change benefits You, We will make the change immediately and notify You within 28 days. In all other cases, We will write to advise You of the change at least 28 days prior to any change taking effect.
If the changes do not benefit You and You wish to cancel Your Plan, You may do so and We will follow the procedure as outlined under the section labelled ‘How to Cancel’.
We will write to You, if in the future We enter into an agreement with a new company for all or part of Your Plan, to confirm the details of the new company and give You details of any changes to the terms and conditions of Your Plan.
You hereby authorise County Repairs to transfer any personal data to a new company, including data defined as ‘sensitive personal data’ under the data protection act 1998, and consent to the new company being able to offer continuation of this Plan to You.
If at any time You wish to withdraw Your Membership agreement to this, please let County Repairs know by writing to the registered address.
County Repairs will write to You if, in the future, it transfers, in full or in part, the arranging and administration of Your Plan to another arranger and/or administrator to confirm the details of the new provider and give You details of any changes to the terms and conditions of this Service.
You hereby authorise County Repairs to transfer data for the purposes set out above, including data defined as ‘sensitive personal data’ under the data protection act 1998 and consent to the new arranger and/or administrator being able to offer continuation of Service to You.
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.
Statutory Rights and Governing Law
We will communicate with You in English and English Law will apply unless We agree otherwise. Nothing in the conditions will affect or reduce Your statutory rights; for further information about Your statutory rights contact the Citizens Advice Bureau: www.adviceguide.org.uk or 03454 04 05 06.
How to contact Helpdesk
For Helpdesk call free on 03300 270 571, write to Us at Office 7544, 321-323 High Road, Chadwell Heath, Essex RM6 6AX or email on [email protected]. Calls may be recorded and monitored for quality and training purposes.
Customers with disabilities
We offer a number of Services for customers who have disabilities including providing Our documents in large print or braille. For further information please contact Us.
How to complain
If You wish to make a complaint, please contact Our Helpdesk. If You are not satisfied with how We respond, Your complaint will be raised to Our complaints team who will aim to respond to You within 5 working days. If You are not satisfied with how they respond, You can ask Your local Trading Standards office to review Your case. Their details can be found on the website of the Chartered Trading Standards Institute (CTSI) at www.tradingstandards.uk/consumer-help.
Protecting your personal data
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).
We are the Data Controller for the data You provide to Us.
You are required to provide information without which We will be unable to provide a Service to You. We may pass Your data to other companies, such as Repair networks, complaint handlers, postal service providers, auditors, external consultants, credit providers, banks, financial transaction processors, crime and fraud prevention agencies and databases and regulators.
We process all data in the UK but when We need to disclose data to parties outside the European Economic Area (EEA) We will take reasonable steps to ensure Your data privacy.
To protect Our legal position, We will retain Your data for a minimum of 7 years after the expiry of Your Service period. Our full privacy policy is available on Our website. 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, Wilmslow, Cheshire SK9 5AF, or by phoning 0303 123 1113.
Company information
This Plan is provided by County Repairs, a trading name of County Repairs Ltd. Registered in England and Wales.
Company Number: 15858727.
Registered office: Office 7544, 321-323 High Road, Chadwell Heath, Essex RM6 6AX.