Surecover Group Ltd Terms & Conditions

What happens if my appliance breaks down? 

1.1 Call our customer service team on 0800 029 1894.

1.2 We will arrange for an engineer visit to diagnose and repair your appliance if we believe there to be a fault. There are no limits to the number of repair calls you can make.

1.3 If, we believe a repair is not possible/more costly than a replacement, we will arrange to replace your appliance with a model that has the same or a similar specification, up to a maximum value of £500 for a Standard Plan and £1000 for a Premium plan.

1.4 If we cannot reasonably arrange for a suitable replacement, we may opt to give you store credit vouchers instead. The vouchers will be for the price of the similar appliance we have offered and not exceed the maximum plan values as stated in 1.3

1.5 You will be responsible for the costs involved with delivery and installation costs of the new appliance and the disposal costs of your old appliance if yours is replaced. We can arrange this on your behalf.

1.6 It is important to note that both these benefits are at our sole and total discretion. It is your responsibility to ensure we have been provided with correct make and model number to identify the appliance protected under the plan. Failure to observe this requirement may invalidate the plan and its benefits.

What are the limits of the plan? 

2.1 No limit to the number of repairs you can request. You must have paid a minimum of 40% of the cost of the plan to qualify for the repair service. If, however, the appliance is replaced then the plan relating to that appliance ends and the replacement reverts to the manufacturer’s warranty. Any balance outstanding to Surecover Group Ltd in respect of the plan must be paid in full. The plan must have been in place for a minimum of forty five days to qualify for either the repair or replacement options.

2.2 The plan does not cover pre-existing faults, faults due to generic manufacturing defects. If you miss any agreed payments, the exclusion period of 45 days will stop and will resume when your payments recommence. You confirmed that at the time of purchasing the plan, that your appliance is in good working order. Your appliance will not be covered if modified in a manner not approved by the manufacture 

2.3 We cannot guarantee that any specific features of the appliance are able to be repaired or replaced. We will endeavour to replace your appliance with the best that we can within the limits set in your plan. For the Standard plan, the replacement value is up to a maximum £500.00 and for the Premium plan, the replacement value is up to a maximum value of £1000.00

Your Obligations 

3.1 If your appliance is integrated or forms part of a piece of furniture or unit(s) that need dismantling to gain access to repair or replace the appliance, then it is your responsibility and at your expense to arrange and authorise any such work required to gain access to the appliance. It must be easily accessible.

3.2 Your product must have been installed, used and maintained as stated in the manufacturer’s user instructions. It must be owned by you and used for domestic use only and must be installed in a domestic home at the address you provided to us.

3.3 If, for any reason, we are unable to obtain the initial payment from your debit/credit card, we will collect this from the next direct debit payment on the next due date.

What is not covered? 

4.1 Your plan does not cover accidental damage, cosmetic damage or blockages. It also does not cover appliances recalled that have been recalled by the manufacturer or any faults that have been caused, directly or indirectly, by faults with the domestic electricity faults or gas supply.

4.2 The plan does not cover any consumables that may be used with the appliance such as light bulbs, batteries, fuses etc or the damage or loss of programs or other media saved to storage devices.

4.3 The plan does not cover any fault to reduction in image retention on LED/LCD or plasma screens or projection TV screens.

4.4 The plan does not cover any costs or loss of earnings which may occur as a result of not being able to use your appliance or the costs of waiting for an engineer, replacement appliance delivery, installation etc.

4.5 We will not be liable for any damage caused to property or personal injury for any repairs we have not authorised, or repairs carried out by engineers not approved by us.

Renewals 

5.1 Your plan will be automatically renewed if you are paying your plan via direct debit. We will notify you of this before the renewal date.

5.2 We will not automatically renew any plans that have been paid in full via a debit/credit card.

5.3 If you would like to ensure your plan is automatically renewed to maintain continuity in the protection plan for your appliance, please contact us before the plan expiry date.

Amendments

We reserve the right to charge an administration fee of £50.00 for any changes or amendments you make to your plan(s)

Contract of Services

This plan is not categorised as an insurance product and therefore insurance regulations do not apply.

The plan is a contract of services and governed by UK laws and regulations concerning service contracts.

There is no transfer of financial risk or loss, as previously mentioned, as the benefits of the plan are at the sole discretion of Surecover Group Ltd.

Data Protection

Surecover Group Ltd will only use your information, which you or others may have provided to us, to provide the service agreed and for administration, including the recovery of any monies outstanding as and when applicable and marketing. We will not share your information with any third party other than as is necessary to comply with the terms of the agreement between us. (e.g. engineers, appliance supply companies, printers etc).

Under the General Data Protection Regulation, you are entitled to request a copy of the data we hold on you.

Our privacy policy is available on our website: surecovergroup.co.uk/privacy-policy

You can opt out of receiving marketing information from us by emailing hello@surecovergroup.co.uk or writing to us at Surecover Group, Tower Point, 44 North Road, Brighton, BN1 1YR.

How to complain.

If you wish to complain or you are unhappy with the service provided, please contact us on the freephone number 0800 029 1894

Governing Law

English law will apply for any agreements between us.
Nothing in our terms and conditions will affect your statutory rights.
We reserve the right to amend these terms and conditions, from time to time. The latest set of terms and conditions can be found on our web site at http://surecovergroup.co.uk/terms-and-conditions or by writing to us, requesting a copy, at the address shown above.

Your Right to Cancel

You may cancel your plan within the “cooling off” period of 14 days. This period starts from the day after the plan was agreed.

If you cancel your plan within this cooling off period, you will receive a full refund. If, however, you have utilised any benefits of the plan during this period, we reserve the right to deduct any costs we have incurred from any refund we make to you.

To cancel your plan please call our freephone between 9.00am-18:00pm, Monday to Friday excluding bank holidays. Any messages received whilst we are closed will be considered the date the cancellation was requested. (Calls may be monitored for quality and training purposes).