TERMS & CONDITIONS
This Service Contract is provided by Endless Care Group Ltd, whose Registered Office is OFFICE 7, 35-37 LUDGATE HILL, LONDON, EC4M 7JN. Company No 10476470.
Endless Care Group Ltd is a specialist provider for breakdown cover on home appliances. Endless Care Group Ltd has access to over 6,000 registered engineers and other qualified contractors that operate throughout the UK. At our sole discretion, we will give the benefit described in this Service Contract for the full term and for any subsequent period that we and the customer may agree. This Service Contract will not be in force unless you have paid all amounts due to us. The Service Contract contains details of the services you have chosen and what is excluded from those services.
UNDERSTANDING YOUR SERVICE CONTRACT
This Service Contract is designed to offer you peace of mind against unexpected expenses arising from the use of your product. This Service Contract is not classified as an insurance product and therefore insurance regulations do not apply, however it is governed by UK laws and regulations concerning Service Contracts. Please read this Service Contract carefully and make sure you understand it fully and are willing to comply with its terms and conditions in order that you can achieve maximum benefit from it. Whilst we will always try to be fair and reasonable in our operation of the scheme, please take care to read all the terms and conditions, as a failure to do so may jeopardise the payment of any repairs and could lead to your Service Contract becoming void. Your product must be in good working order at the start of this plan and located at the address provided to us.
MAINTAINING PROTECTION UNDER YOUR PLAN
You may pay for your Plan on an annual, quarterly or monthly basis. If you have elected to pay your fees by monthly Direct Debit, we will collect your monthly fee for this Plan by Direct Debit from your chosen bank account on an agreed date of each month and, subject to the successful collection of that monthly fee, we will provide the ‘repair service’ detailed in this Plan for the month in which the monthly fee has been collected. This Plan commences on the date shown on your Service Contract and continues for a 12-month period with the customer having the option to renew the plan thereafter. However, should you fail to make a payment in any month, we will attempt to contact you to discuss this, should we not be able to contact you, your Plan will cease 30 days from the date the last monthly payment was received by us.
COOLING OFF PERIOD/CANCELLATION
There is a 14 day Cooling off period from the date of commencement of the Plan. Should you wish to cancel your Plan within this period, please call our Customer Service Team and we will refund any monies paid, however it will be subject to a £25 administration fee which will be deducted from any refund due.
In the event that you wish to cancel your Plan after the Cooling off period, please contact our Customer Service Team and we will refund any monies paid by you for the remaining full months of the Plan.
If you pay by Direct Debit, your next month and any subsequent payments will not be collected and the Plan will be cancelled.
If you choose to cancel your Plan and a repair has been carried out, no refund will be given and you will be required to repay the full cost of the repair.
your service contract: the documentation sent to you regarding this plan
plan: the contract of service between Endless Care Group Ltd and the customer.
product(s): the appliance(s) protected by this plan, as shown on your service contract.
you/your: the person named on your service contract.
we/us/our: Endless Care Group Limited, the provider of the plan.
REQUESTING/REPORTING A REPAIR
If repairs are required to a product, you must call us on our customer service helpline 0800 130 3405 as soon as possible. Our lines are open Monday to Friday 9am-5.30pm (excluding Bank Holidays). You will need to provide all information as requested at the time of the call, ie make, model, age and details of the fault.
We, at our sole discretion, will cover the following in the event of a mechanical or electrical breakdown: Ovens*, washing machines*, tumble dryers*, condenser dryers*, dishwashers*, refrigerators*, television sets*, fridge-freezers*, chest freezers*, microwave ovens* and hoovers*.
*American style fridge freezers, Rangemaster ovens, AGA’s and gas tumble dryers are excluded from the plan.
WHAT HAPPENS NEXT
Our Customer Service Team will source an engineer local to you to make direct contact with you to arrange an appointment at a mutually convenient time to inspect the product. Appointments/Repairs will be carried out within the repairer’s normal working hours.
Only engineers approved by us are authorised to carry out repairs under this plan, unless we agree otherwise in advance.
If your product breaks down, we would strongly suggest that you stop using it as it is likely to cause further damage.
If we approve a repair but are unable to find an approved engineer, we may authorise you to use your own chosen repairer. You will have to pay them directly and claim the cost back from us. Make sure you keep a copy of their invoice to send to us.
If a repair is approved but we cannot repair the product, we may at our discretion, decide to replace your product with a new one of the same or similar model, make and technical specification.
If we decide that your product needs to be replaced but we cannot reasonably arrange a replacement, we may at our discretion offer you a cash settlement, which will be subject to a 50% reduction, if your appliance is over 10 years old.
You will be responsible for disposing of the original product and for any installation costs. We will however provide free delivery of the replacement product. Your contract allows a maximum of £500 per appliance per year including engineer fees.
Unless all of the terms of the above are complied with, we reserve the right to cancel the Plan.
CONDITIONS AND YOUR OBLIGATIONS
The following conditions apply to this plan:
You must provide us with any information that we request when you apply for the plan.
Any information you give must not be false or misleading;
Your product must be owned by you and kept for domestic use only
Your product must meet all relevant safety standards
Your product must have been installed, maintained and operated/used in accordance with the manufacturer’s instructions
Your product must be used/operated in a residential dwelling at the address you informed us of
Your product must be easy to access
We will not be liable to replace or repair the product under this Service Contract unless you have duly complied with all of the terms and conditions contained in this Plan
You must not act in a fraudulent manner. If you, or anyone acting for you, requests a repair under the Plan knowing it to be false or fraudulently exaggerated in any respect, or makes a statement in support of a repair request knowing the statement to be false in any respect, or submits a document in support of a repair request knowing the document to be forged or false in any respect, or makes a repair request in respect of any loss or damage known by you to be as a result of a wilful act or with your connivance, then we with the declared product or part of product; and ii) will be entitled to recover the amount paid under the Plan relating to the specific declared product or part of product since inception; and iii) may inform the police of the circumstances.
1. Intentional acts: You will understand that you are expected to take all reasonable precautions when using, carrying or storing your product. This Service Contract does not cover any event occurring as a result of Intentional acts, wilful neglect, intentional or reckless overloading of, or the imposition of any abnormal conditions on the product.
2. Inherent defects, wear and tear, etc. damage to or destruction of the product 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 product with your express or implied consent;
mechanical or electrical breakdown or derangement caused by the product itself; handling and/or use of the product that is not in accordance with the manufacturer’s instructions as set in their handbook supplied with the product.
3. War Risk and Terrorism: An event occurring as a result of war, invasion, acts of foreign enemies, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, military or usurped power, confiscation, nationalism or requisition or destruction or damage to property by or under the order of any government or public or legal authority; • damage or destruction caused by, contributing to, or arising from an act of terrorism.
4. Nuclear risk and Sonic Boom Damage or destruction caused by, contributed to or arising from:
Ionising radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel
The radioactive, toxic, explosive or other hazardous properties of any explosive nuclear assembly or component thereof
Pressure waves caused by aircraft or other aerial devices traveling at sonic or supersonic speeds
5. Consequential loss: Any consequential loss or damage arising from the event or from any cause whatsoever. Consequential loss shall include, but not be limited to, any financial loss or the cost of business interruption arising from the loss of use of the product, or the loss of information contained in or stored on the product, any time and cost involved in reinstating such information, and any liability to any third party for delay or non-performance of any contract with the third party. Consequential loss shall also include loss of use of any item of product (not itself subject to an event) due to its incompatibility with any item of product repaired or replaced pursuant to this Service Agreement.
6. Use by others: An event occurring whilst the product is in the custody of a third party. In this exclusion, third party means anyone other than you or a member of your immediate family normally resident at the address shown in the Service Contract.
7. The following are not covered by the Plan:
Repairer costs and charges where a fault cannot be found with the product or when the product is used in unapproved commercial locations. Such approval may be obtained in advance of use from us;
A product that does not meet the current electrical regulations in force at the time of purchase or faults relating to the installation of the product; which relates to a manufacturer recall or routine maintenance of the product, supplies or service in your home;
Repair requests 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 product due solely to the non-availability of replacement or substitute parts, in which case we shall, at our discretion, offer a settlement based on the depreciated value of the product and the estimated cost of repairs had the parts been available;
If you request any additional work, or replacement parts or components of a superior specification are fitted, you will be responsible for any additional costs;
We do not cover against flood damage.
If you are unhappy with the service provided and wish to make a complaint, please contact our Customer Service Team on 0800 130 3405.
Endless Care Group Ltd will use the information supplied by you to maintain the Plan requested; for administration purposes including the recovery of any monies owed to us; and to arrange repairs to your product. We may also use your information to contact you further to inform you of any new products or offers which we feel may be of interest to you unless you have asked us not to.
Endless Care Group Ltd, Office 7, 35-37 Ludgate Hill, London, EC4M 7JN
Email address: firstname.lastname@example.org
Telephone number: 0800 1303405
Website addres: www.endlesscare.co.uk
Company No 10476470
ICO Registration reference: ZA222674
Our GDPR officer is Mr Jeremy Tinkler