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We start by offering to provide a remote servicing and information gathering to insure the system are fully functional. Improving system speed, efficiency, picture quality,also sound quality and optimising efficiency.

We follow this by offering a fully focused tests to ensure systems are working as efficient as possible. This includes a customer visual check so we can suggest any improvements optimising effect-ability.

We also offer to assist in a full  system maintenance check, across all aspects of there system to analyse its functioning capability and diagnose any problems if found, which is logged and updated on each contact with the customer to help with diagnosis in the future.

Even if the customer does not require any assistance within 6 months of a Maintenance repair call by ourselves or any third person physical hardware repair we can offer to arrange a full system check where all the above system checks are offered.

In the event of a breakdown one of our over the phone system team  will run a remote servicing program to analyse and pinpoint the problem.
 
The majority of cases it is possible for our to assist in fixing issues by advising the customer over the phone aiding the customer to manually reset or replace software that has become faulty using just there remote control used usually for changing channels provided with the system. Our team are on hand for the entirity of this one year service.

Call to day to discus your requirements.

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PLEASE READ

It is important that you read it so as to fully understand what is covered and what is not. Whilst we will do our best to carry out any repairs there are a number of obligations on yourself to ensure our engineers or agents work safely. There are a number of exclusions which You need to consider as well.

You as the Client must provide us with any information that We request when You as the Client apply for the plan. All information You give as the Client give must not be false, exaggerated or misleading;

Installations

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Price

£199

You as the Client, also need to know that your system must have been installed, maintained and used in accordance with the manufacturer’s instructions; your system must be owned by You as the Client and kept only for domestic use at your registered address;

Home or domestic use

Your system must be used in a private home, solely occupied by a single household (at the address You as the Client gave to us); your system must be easily accessible and meet all relevant safety standards and be safe to work on should We need to conduct repairs.

Our operatives and engineers

1. All our operatives and engineers who will carry out any repairs or investigate any fault are fully trained, qualified and experienced.

2. Where necessary, they will follow all Covid19 guidelines and ensure the safety of your yourself and your household.

3. If there are any specific health and safety issues (inaccessible steps etc. dogs.)  You must let us know beforehand or We, our agents or engineers may not be able to complete or start their work

Liability or loss etc

1. We accept no responsibility for loss or damage which may arise from reliance on information or advice contained from this material and shall not be liable for any typographical or other errors or omissions within this written document/material.

2. For systems that are out-of-guarantee at the time You as a Client take out a protection plan, protection will start 31 days after your application is processed

3. There are no other obligations within this contract, implied or otherwise other than those stated under our terms

Replacement of systems

If We decide to replace your system, You as the Client must pay the supplier’s delivery charge. This will vary depending on the make and model of the replacement parts, but will be the cost the supplier charges us without any mark up.

Cost of replacement parts

1. When We, our Company or designated agents, discuss the replacement parts with You as the Client, We, our Company or designated agents, will tell You as the Client the exact cost.

2. If parts of the system are taken or sent away from your home for repair and is then replaced, the original parts will become our property and We, our Company or designated agents, will dispose of it.

3. If the part of your system remains in your home but is replaced, You as the Client will be responsible for disposing of it at your own cost.

4. In some cases, You as the Client will be responsible for finding a qualified engineer to install the new parts of the system and paying any related costs.

What We will cover for You as the Client

We, our Company or designated agents, service the following:

1. Water supply pipe leaks or burst

2. Plumbing and drainage inside the home

3. Escape of water from toilets or tank overflows

4. External drainage on your property

5. Up to 3 claims per year

Value for money

Our plumbing and drainage service will provide reassurance for You as the Client and your family.

1. With no excess fees, it is great value for money.

2. There are no excess fees, there is expert technical help 24/7 all parts, labour and call-out fees are included in our service.

3. With up to £200 worth of work per call-out there is a max of 3 callouts per year.

Mains water coverage

with the main supply, We, our Company or designated agents, cover:

1. From stopcock up to and including property and boundary We, our Company or designated agents, will cover burst pipes

2. Blockages

3. Replacement of any sections of collapsed pipe work will also be included in the service;

4. Sudden leakage including general wear and tear (excludes lead piping);

5. Collapsed pipes including general wear and tear (excludes lead piping);

6. investigative work;

What We, our Company or designated agents, will cover for plumbing

1. Utility pipe leaks and blockages (includes pipework from and to appliances)

2. Burst pipes - covers all materials, excluding lead piping

3. Blocked drains including sewage outlets

4. Leaks and blockages of the sink and toilet

5. Sudden leakage including joints and bends (including weather damage)

Obligations of Client

There are a number of obligations on You as the Client. You, as the Client, must:

1. Arrange any work required to make your system accessible and compliant with all relevant safety standards and safe to work on.

2. Where You as the Client have requested services from us, You as the Client must also notify us if such work is required, let us know when it has been completed and provide us with the relevant certification (if applicable).

3. It is important for You to know that We, our Company or designated agents, will not provide our services until You as the Client have fulfilled these obligations.

4. If You as the Client do not comply with the conditions and the eligibility requirements above or do not fulfil your obligations above, We will end your plan.

 

There are a number of main exclusions

This includes:

Loss of heating and/or hot water, showers, guttering, soakaways, taps, damages to property or possessions caused by damaged or faulty piping, callouts before 31 days, existing faults, disposal or clearing/ cleaning, lead pipping, accidental damage caused by nails, screws or drills;

Working at your property

1. We, our Company or designated agents, will carry out all work during our normal working hours 10:00 am to 5:00 pm Monday to Friday, excluding public, bank or national holidays, unless We, our Company or designated agents, say otherwise.

2. We, our Company or designated agents, will agree with You as the Client what work We will carry out.

3. We, our Company or designated agents, will then carry it out as soon as possible, depending on when an engineer is available. If your system breaks down, You as the Client must take reasonable steps to limit damage, e.g. Stop using it if this is likely to cause further damage.

4. One of our engineers will usually carry out the work. However, in some cases, We, our Company or designated agents, may authorise a suitably qualified contractor to carry out the work. If the materials are defective then We, our Company or designated agents, will repair or replace the defective materials free of charge.

5. If our work is defective, then We, our Company or designated agents, will re-perform our work free of charge.

6. You as the Client can contact your local authority’s trading standards or citizens advice bureau if You as the Client need more information about your statutory rights.

7. The charge for the work includes the labour and parts for fixing the first and any other fault We, our Company or designated agents, identify on the specified item of your system.

Complaint procedures

We have a full and comprehensive complaint procedure (details upon request) which would assist us in supporting You as the Client should there be any concerns or if You as the Client are unhappy with any of our products. This is because:

1. We believe that We offer value for money

2. We will only provide You as the Client with a product that You as the Client ask for

3. We will ensure quick and timely repairs where appropriate

4. We will ensure that there is a follow-up telephone call after any repair to ensure that You as the Client are fully satisfied with the service that We have provided

Replacement of products

Please note the following terms:

1. If the manufacturer replaces your product under a manufacturer’s guarantee, the plan will continue on the replacement appliance as if it were the original product.

2. No fee paid will be refunded.

3. For voucher settlements, We, our Company or designated agents, will deduct any fee outstanding for the duration of your plan from the voucher settlement.

4. If We, our Company or designated agents, decide to replace your equipment (or give You as the Client vouchers for a replacement), your plan will end immediately and any unpaid fee for the current plan period will become due.

Non-repair or non-replacement of items

1. If We decide not to approve a repair request which would otherwise fall within the terms of your plan, We will inform You as the Client.

2. All fee payments You as the Client have made in the current period of your plan will be refunded and your plan will end immediately.

3. No further amounts will be payable. If You as the Client wish to upgrade or modify your equipment (to current specifications) this can be arranged at an additional cost.

4. We will agree with You as the Client how much this will cost beforehand. Maximum money paid out per item is £200 per call out.

Exclusion under this contract

Repairs or replacement of system, equipment or product will not be provided, and We reserve the right to charge You as the Client for any costs arising from a call out, in any of the following events:

1. Any part of the equipment that is not wholly owned by You as the Client, such as a communal systems or distribution systems.

2. Any system, equipment or product which is not working in accordance with the faults occurring within your system before the service agreement date.

3. Any unauthorized modification of the system, equipment or product including (without limitation) any upgrade not authorized by your services provider/manufacture provider or addition of any accessories not approved by your services provider/manufacture provider, the supplier or manufacturer of your equipment.

4. Cosmetic damage such as damage to paintwork or dents or scratches to the home.

5. Damage to the system, equipment or product through floods, lightning, storms, frost or other severe weather conditions.

6. Loss of the system, malicious damage, or damage caused by neglect, fire, explosion, dampness, liquid spillage or foreign bodies inside the equipment.

7. Manufacturer's specification at the agreement start date.

8. Relocation of system, equipment or product in the event that You as the Client move property.

9. Replacement of any item that is intended to be replaceable including (without limitation) fuses and batteries.

10. Rust and/or corrosion damage to system

11. System, equipment or product not properly installed by installers.

12. System, equipment or product which has previously been repaired but not by our approved repairers.

13. The system, equipment or product or any part thereof being recalled by your digital services/manufacture provider, the supplier or manufacturer of your system, equipment or product or any other supplier due to a generic manufacturer defect or any other reason.

14. Use of your system, equipment or product in a non-domestic or commercial environment.

15. Work required by You as the Client to take place outside the normal working hours of 10:00 am to 5:00 pm Monday to Friday, excluding public, bank or national holidays.

16. Your failure to follow the system, equipment or product operating instructions or manufacturer's guidelines

Faulty equipment

Where replacement equipment is provided, any faulty equipment becomes our property.