Terms and conditions - 2nd August 2024
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 Servicing & Maintenance Agreement. Please contact Us if You have questions or need to make any changes.
Your Servicing and Maintenance is a Membership for Services and not authorized by insurance regulations or the Financial Services Compensation Scheme.
The 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 Servicing Agreement gives You manufacturer-recommended annual servicing and maintenance on the equipment shown on your schedule only. Any repair or replacement outside of the annual servicing is chargeable, but as part of being a member we offer wholesale prices on parts and discounts on all call out and repairs.
Definitions
Appliance means the domestic electrical Appliance included in Schedule.
Boiler means the domestic electrical or Gas Boiler included in Schedule.
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.
Repair means any Repair, including labour, parts and materials, to restore good working order.
Schedule means the personalised section of Your Agreement documents.
Service means services including inspection, Repair, replacement, maintenance or advice.
We/Us/Our means County Repair.
You/Your means the Member/subscriber/signee named on the Schedule.
General Conditions
These conditions apply to all services described in this document.
Your contract with us
Our approval of Your application to purchase an agreement will take place when We send Your agreement documents, at which point a contract will exist between You and Us. Our liability is limited to the cost of performing the annual servicing and will never exceed the total payments collected from you over the Term of this agreement. The price of the Agreement (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 Agreement 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 Agreement, You must pay this amount before the Agreement 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 Equipment are in good working order when the Agreement starts.
- Your Equipment are used for domestic purposes, for a single household, and at the specified address.
- Ensure that any Equipment meets safety standards, is easily accessible, and safe for the internal gas supply pipe between the meter and a gas Equipment 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 Equipment safe and accessible.
- Adhere to specified payment timelines.
- Dispose of any Equipment 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 Agreement:
- Any Equipment not listed on Your Schedule.
- Replacement or recall of any Equipment (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.
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 Agreement, 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 Agreement, to confirm the details of the new company and give You details of any changes to the terms and conditions of Your Agreement.
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 Agreement 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 Agreement 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 helpdesk@countyrepairs.co.uk. 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 Cancel
If You wish to cancel Your Agreement, 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 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 Agreement 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 Agreement 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.