FULL TERMS AND CONDITIONS OF YOUR SERVICE AGREEMENT
Important: Please read this document carefully as it will tell you everything you need to know about the terms and conditions by which we will provide our service and support for you. Unless we are informed otherwise, you are agreeing to our terms of conditions. We reserve the right to make changes to these terms at any time. Please let us know if you require the latest version of our full terms and conditions.
Ownership: If you do not own the equipment, you will need to obtain the owner's permission before you can authorise us to start work.
Hours: We will carry out all work during our normal office working hours (10 am to 5pm Monday to Friday), excluding bank, public or national holidays, unless we confirm with you otherwise.
Any reference to “we”, “us” or any associated pronouns used in this Service Agreement refers to BTG Home Solutions Ltd.
Any reference to “BTG” refers to BTG Home Solutions Ltd.
Any reference to “you” or any associated pronouns refers to the user of the Service Agreement.
“Equipment” refers to your satellite TV equipment.
Telephone Servicing: Under BTG Home Solutions Ltd's agreement, we will carry out an initial servicing of your satellite TV equipment plus periodic maintenance of your equipment over the telephone every 6 months to ensure that your equipment is working correctly irrespective of whether or not you have reported a fault and to obtain feedback of our services.
We will also carry out telephone servicing of your equipment in the event of any breakdown or fault arising further to our servicing of your equipment.
To activate your Service Agreement, please contact us to confirm a time for your initial telephone servicing. After 6 months, please contact our support team again to arrange a time for the periodic maintenance of your equipment.
Please note that BTG Home Solutions Ltd exercises its absolute discretion as to whether any servicing is to be provided over the telephone and can refuse to carry out servicing by telephone if it deems it reasonable to do so.
Where attendance by an engineer is required to repair or replace the equipment, we will provide you with details of a recommended engineer who will attend to make the necessary repairs or replacements. You will incur no additional costs from us for such work and all fees for the callouts from other firms are to be paid to those firms. You are under no obligation to use BTG Home solutions Ltd’s recommended engineer and BTG Home Solutions Ltd is not responsible for any work undertaken by the third party engineer.
Absolute Discretion: BTG Home Solutions Ltd exercises absolute discretion as to whether or not any servicing is provided.
Equipment Modifications: If you wish to upgrade or modify your equipment to current specifications, this can be arranged by our recommended engineers/contractors with additional costs. You will incur no additional costs from us. However, BTG Home Solutions Ltd accepts no responsibility to any costs incurred by your use of the recommended third party engineer/contractor, nor to any of the equipment, which they may provide as part of your contract for services with them.
Cancellation: You may cancel this Service Agreement by giving us notice in writing within 28 days from receipt of our details including these terms and conditions or, if later, from our receipt of your payment (the cooling off period). If you cancel it within this period, we will provide you with a full refund minus any administration fees determined at the time. Your right to cancel will be lost if you have received a service from us during this cooling off period with your agreement. Except for the cooling off period, you may not otherwise cancel your Service Agreement before the expiry of the applicable term. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel this Annual Service by giving notice in writing to us (Proof of posting by recorded delivery must be retained and a copy sent to us.). Cancellation is effective from the date of our receipt of the notice.
Refunds: When a refund is agreed by both parties, we will reasonably endeavour to credit your bank account within 7-10 working days. We are not liable for banking errors.
Servicing and Telephone Support: To confirm a time for your telephone support and serving call and periodic maintenance, clients must contact BTG Home Solutions Ltd on0845 053 9324 first to arrange a time slot convenient for you and BTG Home Solutions Ltd will endeavour to work around your needs. Our lines are open Monday to Friday 10.00am – 5:00pm, excluding Bank Holidays and other public or national holidays. All other numbers should be contacted for administrative purposes only.
Agreement Details: This refers to your name, address and location of where the equipment is physically located, (unless notified otherwise we assume it is your home address) your annual or service fee, and date of renewal and the duration of cover, payment amount. This information is sent to you on the reverse of your cover letter on the reverse of this document.
Service Payment: This is amount payable to complete the contract and enter into our service agreement. This fee is fixed at the time of the initial communication between yourselves and BTG Home Solutions Ltd.
Renewal Date: This is the date when your service agreement lapses and you are no longer eligible for our services.
The Equipment Covered: Your service agreement will cover the appliance, equipment or product specified in the Agreement Details. In the event of a mechanical breakdown of the appliance, equipment or product becoming apparent you must inform us immediately on 0845 053 9324. We will run an over-the-phone diagnostic report to deem whether an over-the-phone Service or maintenance is required.
Replacements: In the event of a replacement being required BTG Home Solutions Ltd will advise on which third party company to choose from based on industry knowledge .You will incur no additional costs from BTG Home Solutions Ltd for such work. BTG Home Solutions Ltd bears no responsibility to any costs incurred by the recommended third party engineer to you. You are under no obligation to use BTG Home solutions Ltd’s recommended engineer and BTG Home Solutions Ltd is not responsible for any work undertaken by the third party engineer.
Payments: In consideration of the Services we provide, you have agreed to pay ("the Minimum Payment") in keeping with the payment arrangements that were agreed at the time of making the agreement and as set out in the Agreement Detail records we hold. If the service agreement is renewed, then the service payment will be due on the Renewal Date, unless we agree otherwise in writing. Should a payment not be received by 14 days after its due date, we reserve the right to delay or suspend the Services we have agreed to supply to you and/or validation of this service agreement until the payment is received in full and in cleared sums or the agreement is cancelled. BTG Home Solution Ltd is not obliged to provide any service while any amount owed by the purchaser to BTG Home Solution Ltd remains outstanding beyond the due date of payment.
Liability and Loss: We are not liable for any losses, material or otherwise, including financial loss, loss of data or recordings in the course of providing our services. We will not be liable for service delays or failures where we are faced with circumstances outside our reasonable control such as but not limited to Acts of God, outbreak of hostilities, riot, civil disturbance, acts of terrorism, acts of government or other competent authority, industrial action, fire, subsidence, explosion, flood, snow, fog or other bad weather conditions.
Transfer of Benefits: The service agreement is for your benefit only and transfers of the benefit of the agreement will only be permitted at BTG’s discretion and no rights or benefits will be given to any other third party under the service agreement. The provisions of the Contracts (Rights of Third Parties) Act 1999 will not apply.
Data Protection: Your details will be held and used by BTG Home Solutions Ltd and your name and address will be used for the administration of the service agreement. Save as permitted or required by law, we will not provide your data to any third party without your prior consent although we may supply it to any sub-contractor or agent we may use for the purposes of carrying out our obligations under your service agreement. Under the Data Protection Act 1998, you have a right to ask for a copy of the information held about you, details of how it is being used at any time, and to have that information corrected if it is inaccurate. If you want to request or correct this information, please write to us at the address below. Any payment details will not be kept on record after the payment has been made and they will be erased from our records.
Servicing Agreement: Servicing provided by BTG Home Solution Ltd under the terms of this Service Agreement may not be provided and BTG Home Solution Ltd will exercise its absolute discretion and can reasonably refuse to fulfil its obligations under the Service Agreement in, but not limited to, any of the following circumstances:
1. The appliance, equipment, product, or any part thereof being recalled by your digital services/manufacture provider, the supplier or manufacturer of your appliance, equipment or product or any other supplier due to a generic manufacturer defect or any other reason.
2. Any unauthorized modification of the appliance, equipment or product including (without limitation) any upgrade not authorized by your digital services provider/manufacture provider or addition of any accessories not approved by your digital services provider/manufacture provider, the supplier or manufacturer of your Equipment.
3. Your failure to follow the appliance, equipment or product operating instructions or manufacturer's guidelines.
4. Use of your appliance, equipment or product in a non-domestic or commercial environment.
5. Loss of the Equipment, malicious or willful damage or damage caused by neglect, fire, explosion, dampness, liquid spillage or foreign bodies inside the receiver box.
6. Damage to the appliance, equipment or product through floods, lightning, storms, frost or other bad weather conditions
7. Faults occurring within your systems before the service agreement date.
8. Work required by you to take place outside the normal working hours of 10:00 am to 5:00pm Monday to Friday excluding public holidays.
9. Cosmetic damage such as damage to paintwork or dents or scratches to the Equipment.
10. Replacement of any item that is intended to be replaceable including (without limitation) fuses and batteries.
11. Rust and or corrosion damage to mini dish and or low noise block.
12. Appliance, equipment or product not properly installed by authorized installers.
13. Appliance, equipment or product that has previously been serviced, but not by our or your approved service engineers.
14. Any appliance, equipment or product that is not working in accordance with the manufacturer's specification at the agreement Start Date.
15. Any part of a system that is not wholly owned by you such as a communal dish or distribution system.
16. Relocation of appliance, equipment or product in the event that you move property.
How to Contact Us: Call our customer care helpline on 0845 053 9324 (calls cost vary, please contact your service provider for up to date costs) open Monday - Friday 10.00am - 5:00pm excluding bank and public and national holidays. Alternatively, you can send us a letter by recorded delivery.