What is Covered
You are covered for the breakdown and accidental damage of your appliance during the cover period subject to the cover limits. There is no age limit on your appliances, as long as the equipment is functioning. In the first instance we will try to resolve the issues you are having with your appliance through our helpline. If it is not possible to resolve the problems with your appliance over the telephone, we may send an engineer to you to repair your appliance. In the event that your appliance cannot be repaired we will, at our discretion, replace your appliance with new or reconditioned appliance of the same or similar make and specification, that may not be compatible with any specialist equipment you may have, or offer you a cash settlement in line with the current market value of your appliance. If we replace your equipment you will be responsible for disposing of your original equipment at your own cost.
Cover Limits
You can only make one claim per item of equipment, per cover period, up to a maximum of £400 per claim or the value of your appliance whichever the lesser. The maximum pay out for all covered appliances during your period of cover is: Silver - £500.00 Gold - £650.00 Platinum £750.00
What is not covered
This cover will not apply to the following: Repairs or replacements where any other scheme or policy covers such failures; Where the Manufacturer has recalled the Equipment;
Faults which are due to a manufacturing defect;
Claims occurring within the first 28 days of the cover start date. This exclusion period only applies with you first take out your cover and not to any subsequent cover periods if you renew your cover with us and there is no lapse in cover;
Faults arising from the modification of your equipment in a manner not authorised by the Manufacturer including, but not limited to, any upgrades or any addition of unauthorised accessories;
Faults due to the failure to follow your equipment's operating instructions; Any claim where the equipment is used for non-domestic or commercial purposes/environment;
The cost of repairing damage or breakdowns caused by changes to, or problems with, the gas, electricity or water services; Any fault or damage caused by robbery, attempted theft, malicious damage or fire or explosion damage;
Faults, damages or accidents caused by any third party or Engineer not authorised;
Relocation or upgrade of any Equipment and damage resulting from it (unless approved and authorised by us or / and done in accordance with the specification of the manufacturer). Relocation includes movements inside or outside Your registered property. Before you move your covered Equipment. You must ensure you receive written confirmation from Us confirming relocation coverage. We will not cover any damage caused in transit/installation;
If an engineer is sent to repair your equipment, you will be responsible for paying the call out costs if no fault is found with your equipment. Any scheduled visit/s will be chargeable to yourself is there is no access or access is denied
Faults or damage resulting from a software virus, the configuration of user settings, the backing up or recovery of data, the loss, corruption or damage of or to data or the operating system of the equipment;
Any pre-existing fault prior to you taking out this cover. Heat storage stoves and cookers such as AGA’s
We will not cover the following:
Routine maintenance, cleaning and servicing; Rust/corrosion or wear and tear and faults or damage resulting there from;
Work which You require to take place outside of our Engineer's normal working hours (which are Monday to Friday 9:00am to 5:00pm not including UK public holidays);
Equipment which has to be repaired outside of the United Kingdom, Isle of Man, Channel Islands and Northern Ireland;
Any costs which are incurred as a result of not being able to use Your Equipment;
We will not cover the cost of perishable items if your fridge/freezer suffers a breakdown;
Any damage to property or personal injury; The replacement of any Equipment which is intended to be replaceable such as fuses and batteries;
Cosmetic damage which does not affect the use of Your Equipment; Equipment and/or connected cables which have not been installed properly or is not a standard installation;
Equipment which was not working in accordance with the manufacturer's specification before the policy was taken out, including pre-existing fault;
Costs of rearranging missed appointments with couriers/Engineers;
Any repairs not carried out by one of our Approved Engineers and repairs/attempted repairs which we have not authorised;
Any upgrade work or upgrades/modification to Your Equipment; Relocation of Equipment or faults arising thereof;
Delivery and/or installation of replacement Equipment or removal of the Equipment(s) to be replaced;
Any faults or damage which occurred prior to the inception of this cover;
Any claims for appliance(s) purchased from an online auction site or online marketplace unless you provide a receipt as new from a UK VAT registered company
Any cost of fitting a replacement Appliance that requires modifying of any cupboards or storage unit and/or work surface where the Appliance is integrated into the units
Requesting Assistance (how to claim)
First check the circumstances are covered.
Having done this telephone Pro Appliance Care. Pro Appliance Care will provide telephone assistance to establish whether your fault can be rectified over the telephone. If we cannot resolve your problem over the telephone, we will send an engineer out to you (engineers working hours are Monday to Friday 9:00am to 5:00pm not including UK public holidays). Our helpline is open 9.30am – 5:00pm Monday -Friday (except Christmas day, New Year’s Day and UK Bank Holidays) When we are unable to provide an Engineer, we may agree for you to arrange an Engineer to repair the fault. In such cases, you will need to pay for the repair. We will reimburse you once we receive the invoice from you along with proof of payment. Prior to any work being undertaken by your Engineer they must contact our helpline for authorisation. Without our prior written approval, your invoice will not be accepted. The choice of approved engineer is at our sole discretion. In the event that Your Equipment cannot be repaired, we will, at our discretion, replace your appliance with new or reconditioned appliance of the same or similar make and specification, that may not be compatible with any specialist equipment you may have, or offer you a cash settlement in line with the current market value of your appliance.
Renewals
You agree to automatically renew your cover with us unless you specifically notify us that you do not wish to renew your cover. We will write to you before your cover expires. When we offer you further periods of cover, we reserve the right to change the amount payable. We reserve the right to refuse renewal of any cover.
Fraudulent Claims
We will not pay for any claim if You or anyone acting for You makes a claim that is fraudulent or exaggerated in anyway, makes a false statement or provides false or stolen documents to support a claim. In such circumstances we will cancel this cover without refunding any amount paid and will seek to recover any costs that We have incurred from You.
Complaints Procedure
We aim to provide a first-class service at all times. However, if You have a complaint regarding the standard of service You have received under our cover, the following procedure is available. Please write, telephone or you can email us on: info@proappliancecare.co.uk We will acknowledge the complaint within 5 business days of receiving it and do Our best to resolve matters within 2 weeks.
Cancelation Previsions
Cancellation by You
You have the right to cancel this cover within 14 days of the date of issue or receipt of the terms and conditions, whichever is the later. We will refund to you any money you have paid provided you have not made a claim. If You subsequently give notice in writing or by telephone to us to cancel this policy, such cancellation shall take effect on the date the notice is received or on the date specified in the notice, whichever is the later. The minimum period for which You may hold this cover is 12 months Where payment is made by monthly instalments or annually over 3 months, this policy is an annual agreement and shall remain valid from year to year and for each period it is renewed. We will arrange for collection of monthly instalments in accordance with Your instructions. If any due instalment remains unpaid, the policy will terminate and We will seek to recover the outstanding instalments to expiry date. If you are paying annually and you cancel after 14 days, you will not receive any refund of amount paid.
Cancellation by Us
We may give 14 days’ notice of cancellation of this policy to you at your last known address in the following circumstances:
If you have given false information.
If we are not reasonably able to find parts to keep your appliance working safely.
If circumstances arise (including health and safety issues) which make it inappropriate for the contract to continue
If you have paid for any period beyond the date of cancellation of this cover, the relevant pro-rated portion of this amount will be refunded to You or Your estate, less a £35 administration fee
Effective Time of Cancellation
This policy shall cease at 00.01 hours Greenwich Mean Time on the day stipulated in any notice of cancellation sent by Us or the day following the last day of the Period of Cover for which the amount has been paid, whichever is earlier.
Law and Jurisdiction
This policy is affected in England and unless otherwise agreed is subject to the Laws of England and Wales. The courts of England and Wales will have jurisdiction in respect of this Policy unless We have agreed otherwise with You in writing.
HOW TO CLAIM?
9.30am – 5:00pm Monday -Friday (except Christmas day, New Year’s Day and UK Bank Holidays)
info@proappliancecare.co.uk
First check the circumstances are covered
Having done this telephone Pro Appliance Care
We will provide telephone assistance to establish whether your fault can be rectified over the telephone
If we cannot resolve your problem over the telephone, we will send an engineer out to you
