Terms & Conditions - Peace Of Mind Solutions

TERMS & CONDITIONS

This Service Contract is provided by Peace of Mind Solutions Limited, whose Registered Office is 20 Maclaren Road, Bournemouth, BH9 2XA. Company No 12309222. Peace of Mind Solutions Ltd provides breakdown cover on home appliances. Peace of Mind Solutions Ltd uses qualified and registered engineers local to you, enabling a more efficient repair service. At our sole discretion, we will give the benefit described in this Service Contract for the full term and for any subsequent period that we and the customer may agree. The Service Contract contains details of the services you have chosen and what is excluded from those services. All amounts due to us must have been paid in order for you to benefit from this Plan.

DEFINITIONS

Your service contract: the documentation sent to you regarding this Plan. Plan: the contract of service between Peace of Mind Solutions Ltd and the customer. Appliance(s): the item(s) protected by this Plan, as shown on your service contract. You/your: the person named on your service contract. We/us/our: Peace of Mind Solutions Limited, the provider of the Plan.

UNDERSTANDING YOUR SERVICE CONTRACT

This Service Contract is not classified as an insurance product and therefore insurance regulations do not apply, however it is governed by UK laws and regulations concerning Service Contracts. We would strongly recommend that you read this Service Contract carefully to ensure that you fully understand it and are happy and willing to comply with its terms and conditions in order that you can make the most of it, if you have any questions, please do not hesitate to contact us. Failure to comply with the terms and conditions may invalidate your plan and jeopardise the payment of any repairs. Your appliance must be used for domestic use only, be located at the property detailed in the plan and must be in good working order at the start of this Plan.

MAINTAINING PROTECTION UNDER YOUR PLAN

The Service Contract is an annual contract which you may pay for either on a quarterly or monthly basis. If you have chosen to pay your fees by monthly or quarterly Direct Debit, we will collect your monthly or quarterly fee for this Plan by Direct Debit from your chosen bank account on an agreed date of each month/quarter and, subject to the successful collection of that fee, we will provide the ‘repair service’ detailed in this Plan. This Plan commences on the date shown on your Service Contract and continues for a minimum12-month period with the customer having the option to renew the Plan thereafter by continuing on a monthly/quarterly rolling basis. However, should you fail to make a payment in any month/quarter, we will attempt to contact you to discuss this, should we not be able to contact you, your Plan will cease 10 days from the date the last payment was received by us.

COOLING OFF PERIOD/CANCELLATION

There is a 14 day Cooling off period from the date of commencement of the Plan. Should you wish to cancel your Plan within this period, please call our Customer Service Team and we will refund any monies paid. In the event that you wish to cancel your Plan after the Cooling off period, please contact our Customer Service Team and we will refund any monies paid by you for the remaining full months of the Plan minus a £25 administration fee. If you pay by Direct Debit, your next month and any subsequent payments will not be collected and the Plan will be cancelled. If you choose to cancel your Plan and a repair has been carried out, no refund will be given and you will be required to repay the full cost of the repair.

REQUESTING/REPORTING A REPAIR

If your product breaks down, you must call us on our customer service helpline 08001244870 as soon as possible. Our lines are open Monday to Friday 9am-5.00pm (excluding Bank Holidays). You will need to provide all information as requested at the time of the call, ie make, model, age and details of the fault. If your appliance breaks down, we would strongly suggest that you stop using it as it is likely to cause further damage. We will, at our sole discretion, cover the following in the event of a mechanical or electrical breakdown: Ovens*, washing machines*, tumble dryers*, condenser dryers*, dishwashers*, refrigerators*, television sets*, fridge-freezers*, chest freezers*, microwave ovens and hoovers. *American style fridge freezers, Rangemaster ovens, AGA’s and gas tumble dryers are excluded from the Plan. No claims may be made within the first 28 days of the commencement of your plan.

WHAT HAPPENS NEXT

Once you have reported the breakdown of your appliance, our Customer Service Team will source an engineer local to you to make direct contact with you to arrange an appointment at a mutually convenient time to inspect the appliance. Appointments/Repairs will be carried out within the repairer’s normal working hours. Unless we agree otherwise, only engineers approved by us are authorised to carry out repairs under this Plan. If we approve a repair but are unable to find an approved engineer, we may authorise you to use your own chosen repairer. You will have to pay them directly and claim the cost back from us. Make sure you keep a copy of their invoice to send to us. If a repair is approved but we cannot repair the product, we may at our discretion, decide to replace your product with a new one of the same or similar model, make and technical specification. If we decide that your product needs to be replaced but we cannot reasonably arrange a replacement, we may at our discretion offer you a cash settlement, which will be subject to a 50% reduction, if your appliance is over 10 years old. You will be responsible for disposing of the original appliance and for any installation costs. We will however provide free delivery of the replacement appliance. Your Plan allows a maximum of £500 per appliance per year including engineer fees. Unless all of the terms of the above are complied with, we reserve the right to cancel the Plan.

CONDITIONS AND YOUR OBLIGATIONS

The following conditions apply to this Plan: You must provide us with any information that we request when you apply for the Plan. Any information you give must not be false or misleading; Your appliance must be owned by you and kept for domestic use only • Your appliance must meet all relevant safety standards • Your appliance must have been installed, maintained and operated/used in accordance with the manufacturer’s instructions • Your appliance must be used and operated in a residential dwelling at the address you informed us of • Your appliance must be easy to access • We will not be liable to replace or repair the appliance under this Plan unless you have duly complied with all of the terms and conditions contained in this Plan

FRAUD

You must not act in a fraudulent manner. If you, or anyone acting for you, requests a repair under the Plan knowing it to be false or fraudulently exaggerated in any respect, or makes a statement in support of a repair request knowing the statement to be false in any respect, or submits a document in support of a repair request knowing the document to be forged or false in any respect, or makes a repair request in respect of any loss or damage known by you to be as a result of a wilful act, we will be entitled to recover any amount paid under the Plan relating to the specific declared product or part of product since inception; and may inform the police of the circumstances.

EXCLUSIONS

Intentional acts: You will understand that you are expected to take all reasonable precautions when using, carrying or storing your appliance. This Plan does not cover any event occurring as a result of intentional acts, wilful neglect, intentional or reckless overloading of, or the imposition of any abnormal conditions on the appliance. 2. Inherent defects, damage to or destruction of the appliance caused by: its own defective design materials or workmanship, a latent defect or defects, corrosion, rust, condensation or evaporation, dampness, dryness, dust, change in temperature and foreign objects; faulty or defective workmanship, operational error or omission on your part or the part of any person using the appliance with your express or implied consent; handling and/or use of the appliance that is not in accordance with the manufacturer’s instructions as set in their handbook supplied with the appliance. 3. War Risk and Terrorism: An event occurring as a result of war, invasion, acts of foreign enemies, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, military or usurped power, confiscation, nationalism or requisition or destruction or damage to property by or under the order of any government or public or legal authority; • damage or destruction caused by, contributing to, or arising from an act of terrorism. 4. Nuclear risk and Sonic Boom Damage or destruction caused by, contributed to or arising from: • Ionising radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel • The radioactive, toxic, explosive or other hazardous properties of any explosive nuclear assembly or component thereof • Pressure waves caused by aircraft or other aerial devices traveling at sonic or supersonic speeds. 5. Consequential loss: Any consequential loss or damage arising from the event or from any cause whatsoever. Consequential loss shall include, but not be limited to, any financial loss or the cost of business interruption arising from the loss of use of the product, or the loss of information contained in or stored on the product, any time and cost involved in reinstating such information, and any liability to any third party for delay or non-performance of any contract with the third party. 6. Use by others: An event occurring whilst the product is in the custody of a third party. In this exclusion, third party means anyone other than you or a member of your immediate family normally resident at the address shown in the Service Contract. 7. The following are not covered by the Plan: • Repairer costs and charges where a fault cannot be found with the product or when the product is used in unapproved commercial locations. Such approval may be obtained in advance of use from us; • An appliance that does not meet the current electrical regulations in force at the time of purchase or faults relating to the installation of the appliance; which relates to a manufacturer recall or routine maintenance of the product, supplies or service in your home; • Cosmetic repairs; • Repair requests arising from the interruption, failure or disconnection of public services to your home (including water, electricity or gas supply) however caused or from gas leaks; • If you request any additional work, or replacement parts or components of a superior specification are fitted, you will be responsible for any additional costs; • We do not cover against flood damage.8. Replaceable items: items not affecting the use of the appliance and are easily replaceable (light bulbs, drawers, door seals, etc).

COMPLAINT

If, in the unlikely event, you are unhappy with the service provided and wish to make a complaint, please contact our Customer Service Team on 08001244870 or send an email to us at info@peaceofmind-solutions.co.uk. We will endeavour to respond to all complaints within 24 working hours.

DATA PROTECTION

Peace of Mind Solutions Ltd will use the information supplied by you to maintain the Plan requested; for administration purposes including the recovery of any monies owed to us; and to arrange repairs to your product. We may also use your information to contact you further to inform you of any new products or offers which we feel may be of interest to you unless you have asked us not to. We are provided with data from a data source which TPS checks all data and has a process to ensure all potential customers have opted in and that the data complies with new GDPR rules and regulations set by the governing body in question.