Terms & Conditions

1. Who provides the repair plan

This appliance repair plan is arranged by Household Appliance Services Ltd, a company registered in England and Wales with company number 12713706. Registered office: Bognor Business Centre, Heath Place, Bognor Regis, West Sussex, PO22 9SL.

2. What the repair plan covers

Subject to the plan level purchased, these terms, exclusions and your supporting documents, your repair plan may provide repair support for covered appliances listed in your cover documents following a valid breakdown or accidental damage event.

If an appliance is considered beyond economical repair, we may, at our discretion, authorise a replacement. Replacement appliances may be new or reconditioned. If faulty equipment is not collected, disposal remains your responsibility.

3. Appliance eligibility

• You must be over 18 and a permanent UK resident.
• Covered appliances must be at the address listed in your cover documents.
• Appliances must be in full working order when added to the plan.
• Proof of purchase, make, model and serial number may be required.
• Commercial appliances, or domestic appliances used in a commercial environment, are not covered unless agreed in writing.

4. Exclusion period

A 14-day exclusion period applies from the plan start date, from the date an appliance is added or replaced, and after a late payment. Incidents occurring during this exclusion period are not covered.

5. Repair contributions and charges

A repair contribution may be payable before a repair request can be processed. Your cover documents will confirm any contribution that applies. If an engineer is called out and no fault is found, we may charge an administration fee and the engineer call-out cost.

6. General exclusions

• Pre-existing faults or appliances not working correctly when added.
• Repair requests made for faults arising during the exclusion period.
• Misuse, neglect, malicious damage, theft or loss.
• Cosmetic damage, wear and tear, corrosion, rust, scratches, dents, blockages or gradual deterioration.
• Routine maintenance, adjustment, modification, installation or servicing.
• Accessories, additional equipment, software faults or virus-related issues.
• Faults covered by a manufacturer guarantee or warranty.
• Costs caused by failure to follow manufacturer instructions.
• Missed appointments, waiting time, courier delays or rearranged visits.
• Consequential losses or costs not expressly included in the plan.

7. Payments, term and renewal

The repair plan starts when payment is accepted. Plans are normally arranged for a minimum term of 12 months and may renew automatically unless you tell us you do not want the agreement to continue. Payments may be collected by Direct Debit or debit/credit card.

Cover may terminate if payment is not received on the dates set out in your payment schedule.

8. Repairs and support procedure

• You must contact us as soon as reasonably possible after discovering an incident.
• You may be asked to provide proof of purchase, appliance details and supporting documents.
• Any repair contribution and outstanding plan fees may need to be paid before work is authorised.
• We may arrange inspection, repair, collection or replacement of the appliance.
• Failure to follow the repair procedure may affect whether support can be provided.

9. Cancellation

You may cancel your repair plan by giving written notice. Your statutory cancellation rights and refund position are explained on our Refunds & Cancellations page.

10. Complaints

If you are dissatisfied with our service, please contact us and quote your plan number where available.

• Telephone: 0800 009 6921
• Email: complaints@householdapplianceservices.co.uk
• Post: Complaints, Household Appliance Services, Bognor Business Centre, Heath Place, Bognor Regis, PO22 9SL

11. Governing law

These terms are governed by the laws of England and Wales unless your cover documents state otherwise.