Protecting your home 24/7

E-SAFE REPAIRS – TERMS AND CONDITIONS

Your 24/7 emergency assistance contract provides attendance by a suitably qualified repairer and could protect you up to £500 worth of costs arising from:

Central heating and hot water system breakdown

  • • Plumbing & drainage leaks and blockages
  • • Broken w/c
  • • Gas leaks affecting your central heating boiler
  • • Boiler Replacement contribution (please see our terms for full details and list of exclusions

Please note that appliance breakdown is not deemed and emergency and is therefore not 24/7 however claims may be made 5 days a week Monday – Friday 9:00am – 5:30pm. For appliance breakdowns please call 0333 002 0638 within the above hours.

TO REPORT AN EMERGENCY CALL 0333 002 0638 – Lines are open 24/7

Please read this document carefully to familiarise yourself with our terms and conditions and how you can contact us if you have a home emergency.

If you are unsure about anything in this document, please contact 0333 002 0638 or email info@e-saferepairs.co.uk

It is important that you read these terms and conditions thoroughly.

INTRODUCTION:

E-Safe Repairs (“we”) provide home emergency assistance for home owners as well as appliance breakdown cover. Our Home Emergency assistance is only available to owner occupiers and private tenants (not social, homes of multiple occupancy or housing association tenants). If you are a private tenant, you should consult your landlord before entering into a contract with us as it will not be possible to provide you with emergency assistance without confirmation of the landlord’s agreement. If you have taken out one of our packages containing appliance breakdown cover please note that appliance breakdowns are not considered and emergency and our response time will be within 24 hours and opening times for claims under this cover are not 24 hours a day as noted above.

We do not give advice or recommendations at the point at which you buy your plan with us and it is your responsibility to ensure that your agreement meets your requirements, so please read these terms and conditions thoroughly, along with Your Schedule, to ensure that the Home Emergency Service Contract you have purchased meets your requirements. If anything is incorrect, or you have any questions, please contact us immediately please call 0333 002 0638

1. THESE TERMS

1.1. These are the terms and conditions on which we supply our services to you.

1.2. It is important for your benefit and protection that you read these terms and conditions and your Plan Summary. These and your Plan Summary, and any changes we notify you about (at renewal or otherwise), form your agreement with us. They tell you who we are, how we will provide our services to you, how you and we may change or end your Plan, what to do if there is a problem and other important information.

2. DEFINITIONS

2.1. Appliance(s): means any appliance protected by this Plan, as shown in your Plan Summary

2.2. Central Heating Boiler: means a boiler located in the Home (or connecting garage), and which has been serviced no more than twelve months prior to the date of the Home Emergency

2.3. Contractor: means a contractor or trades-person chosen by us to respond to your Home Emergency or otherwise approved by us in accordance with clauses 9.3 and 9.5.

2.4. Emergency Costs: means a Contractor’s reasonable and properly charged labour costs, parts and materials, and where necessary, alternative accommodation costs we agree to cover.

2.5. Home: means your principal private residential dwelling located within the United Kingdom.

2.6. Home Emergency: means a sudden and unforeseen event which clearly requires immediate action in order to:

2.7. Plan: your contract of services with us consisting of these terms and conditions, your Plan Summary and your Direct Debit mandate.

2.8. Plan Period: a period of 12 months starting with the start date as set out in your Plan Summary.

2.9. Plan Summary: the personalised section of your Plan documentation, sent to you once you have taken out a Plan or at renewal.

a) prevent damage to or avoid further damage to the Home;

b) render the Home safe or secure;

c) restore the main services to the Home; and/or

d) alleviate any health risks to you. 4

2.10. Product(s): the heating, plumbing and/or Appliance(s) protected by your Plan, as shown in your Plan Summary, or (as the context requires) any part of it.

2.11. we/us/our: E-Safe Repairs, the provider of the Plan.

2.12. you/your: the person named on your certificate.

3. ABOUT US

3.1. We are E-Safe Repairs a company registered in England and Wales. Our company registration number is 14157233 and our registered office is at Unit 3 Vista Place, Ingworth Road, Poole, England, BH12 1JY.

3.2. You can contact us by telephoning our customer service team at 0333 002 0638 or by writing to us at E-Safe Repairs, Unit 3, ingworth road, Poole, BH12 1JY or info@e-saferepairs.co.uk. Calls to 0333 numbers are free on most network providers, but please check this if you are unsure. Calls may be recorded and monitored for quality and training purposes (please see our privacy policy for more details).

3.3. Lines are open, at a minimum, from 9am to 5pm, Monday to Friday (except public holidays).

3.4. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

3.5. When we use the words “writing” or “written” in these terms, this includes emails.

4. OUR CONTRACT WITH YOU AND ELIGIBILITY

4.1. Our contract (the Plan) will come into existence between you and us when we confirm this by email or other method. Protection will start on the date set out in the Plan Summary, although you will not be able to raise any claim within the first 30 days of your cover.

4.2. You must be at least 18 years old and resident in the United Kingdom to be eligible for a Plan. Each Product must be in good working order when this Plan starts (or when you add it to the Plan, as appropriate). You must also be the owner occupier or a private tenant of the Home to which the Plan relates.

4.3. Each Product must be out-of-guarantee at the time you take out your Plan (or add it to the Plan).

4.4. If we are unable to accept your request for a Plan, we will inform you of this and will not charge you for our services. This might be because you do not meet the criteria set out above.

4.5. Please note that we will decide whether to provide our repair and replacement services or not is at our discretion. We are under no obligation to provide any goods or services unless we decide to. This is not a contract for insurance, and insurance regulations will not therefore apply.

5. DURATION AND RENEWAL OF YOUR PLAN

5.1. The initial Plan Period begins on the ‘start date’ specified in your Plan Summary and shall continue until the ‘renewal date’ set out in your Plan Summary (unless either you or we end the Plan before this date in accordance with these terms and conditions).

5.2. Before any Plan Period ends, we will write to you about renewing you plan and your renewal notice will show the new amount to pay. We shall send this notice at least 14 days’ before the Plan renews. The fee payable may increase at renewal, as shown in the renewal notice.

5.3. If you pay by one off payment, each year your protection will automatically continue for another year with a new Plan at renewal unless you have advised us otherwise at least 14 days before the Plan’s renewal date. The renewal fee will again be collected from your specified bank account to ensure you are always protected.

5.4. If you pay by any other means, you will need to make payment for your Plan to continue.

5.5. We reserve the right not renew (or offer to renew) your Plan.

6.1. You must provide us with any information that we request when you apply for the Plan. You are also responsible for ensuring that any information you give is correct, complete and not misleading;

6.2. Each Product must have been installed, maintained, serviced and used in accordance with the manufacturer’s instructions and any legal requirements;

6.3. Each Product must be owned by you and kept only for domestic use;

6.4. Each Product must be used in a private home, solely occupied by a single household (at the address you gave to us);

6.5. Each Product must be easily accessible and meet all relevant safety standards and be safe to work on; and

6.6. You must take reasonable steps to limit the damage to your Products once you are aware any fault, damage or breakdown.

6.7. The Product and work must be covered as set out in the ‘Items Covered; at the end of these terms and conditions.

6.8. We will pay Emergency Costs provided that:

6. PLAN CRITERIA (The following conditions apply to your Plan)

a) your payments are paid up to date;

b) the incident is reported to us as soon as possible and within 48 hours of you first becoming aware of the Home Emergency; and

c) you always agree to use the Contractor chosen by us (subject to clauses 9.3 and 9.5).

7. YOUR OBLIGATIONS

7.1. Should there be any work required to make any Product accessible for repair then this shall be your responsibility to arrange prior to requesting any repair or replacement services from us. If you do not provide easy access, we may refuse to carry out any repair services.

7.2. If you do not allow us access to your property to perform the repair services as arranged (and you do not have a good reason for this) and, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the Plan.

7.3. When you request a repair from us under your Plan you must inform us of any special requirements to gain access and complete the works required and we shall be entitled to request certification of any previous accessibility/compliance works prior to undertaking our repairs to any Product.

8. WHAT YOUR PLAN INCLUDES

8.1. FAULT OR BREAKDOWN: If a product suffers a fault or mechanical or electrical breakdown after the end of the manufacturer’s parts and labour guarantee period, our customer services team will try to resolve the problem over the telephone. If we are not able to resolve the problem, we will, at our discretion, decide whether or not to approve a repair. Where a repair is approved, we will then authorise a Contractor to carry out your repair, or we may also (at our discretion), decide to replace or pay the cost of replacing the Product (or parts of it), in each case subject to these terms and conditions.

8.2. LIMITS OF THE PLAN: There is no limit to the number of repairs you can request under your Plan however each individual claim by you shall be subject to a £500 claim limit imposed by us in respect of any Product, and a total annual limit of £2,000 per Plan. For the avoidance of doubt, under no circumstances shall we be liable for any repair and/or replacement costs for your Product(s) that exceed the value of £500 in relation to any one claim or that exceed the value of £2,000 in any Plan Period.

8.3. START OF PROTECTION: You are unable to make a claim within the first 30 days from the start date of your Plan.

8.4. BOILER SERVICING: If your boiler is listed as a Product under your Plan then you will be entitled to a free boiler service after your Plan has been in place for a period of over 12 months. Please contact us to schedule an engineer visit to complete this service. Annual boiler services are generally carried out between March and September each year (but this is subject to change). If we attend and carry out a repair to your boiler, we may carry out the necessary service checks at the same visit.

8.5. WHO WE USE: We outsource our repairs to our Contractors

9. IMPORTANT INFORMATION ABOUT REPAIRS

9.1. HOW TO REQUEST A REPAIR: To request a repair please contact us as soon as possible using the telephone number shown on your Plan Summary

9.2. INFORMATION WE MAY REQUIRE: You must provide us with your Plan Summary and (in the case of any Appliances) your original proof of purchase for your Product(s) to verify your repair request. You should send any requested documents to E-Safe Repairs, Unit 3, ingworth road, Poole, BH12 1JY

9.3. AUTHORISED REPAIRERS: Only Contractors approved by us are authorised to carry out repairs under your Plan, unless we agree otherwise in advance. Repairs will be carried out within the repairer’s normal working hours (which are 9am to 5pm, Monday to Friday) on a date agreed with you.

9.4. REQUIREMENTS: You must have your Plan documentation to hand when the repairer arrives.

9.5. ALTERNATIVE REPAIRERS: If we approve a repair but are unable to find an approved Contractor, we’ll permit you to use your chosen repairer. You will have to pay them and claim the cost back from us (subject to the limits referred to in Clause 8.2). We shall only make any payment upon receipt of a valid invoice, so please ask for and send us a copy of the invoice.

10. REPLACEMENTS

10.1. If a repair is approved, we may (at our discretion), decide to replace part or all of your Product with a new product of the same or similar model and technical specification.

10.2. If we decide that your Product needs to be replaced in whole or part but we cannot reasonably arrange a replacement, we may decide to give you vouchers instead. The vouchers will be for the full retail price (from a retailer chosen by us) of a replacement product of the same or similar model and technical specification subject to the limits set out in Clause 8.2.

10.3. All vouchers will be redeemable from a retailer of our choice and will be valid for 12 months from the date of issue. Voucher settlements will be sent to the last address you gave us. If vouchers are not available, we may provide a cash equivalent.

10.4. You shall become responsible for the vouchers we send shall pass to you from the time we deliver them to your address.

10.5. If the manufacturer replaces your Product or any part of it under a manufacturer’s guarantee, the Plan will continue the replacement as if it were the original Product or part.

10.6. If we replace a Product under the terms of your Plan (or give you vouchers for your replacement) we will provide you with a renewed Plan Summary incorporating the details of the replacement product. By doing so this shall indicate that the Plan has automatically rolled over on to your replacement Product on identical terms.

10.7. We also reserve the right to terminate your Plan at the point of replacement of any Product upon providing at least twenty eight (28) days’ prior notice. If we cancel your Plan in accordance with this Clause 10.7 then we shall refund you the fee payments you have made on a pro rata basis based on how long would have otherwise have been left under the Plan.

11.1. If a Product (or any part of it) is taken or sent away from your home for repair and is then replaced, the original will become our property and we will dispose of it. If a Product (or part) remains in your home but is replaced, you will be responsible for disposing of the original Product or part at your own cost.

11.2. In all cases you will be responsible for installing any new Appliance and paying any related costs (although we shall be responsible for installing any parts for an Appliance).

12. WHAT HAPPENS IF WE DECIDE NOT TO REPAIR OR REPLACE?

12.1. If we decide not to approve a repair request which would otherwise fall within the terms of your Plan, we will inform you. Unless our refusal to repair is due to a breach of these terms by you or the request falling outside of the scope of your Plan, all fee payments you have made in the current Plan Period will be refunded and your Plan will end immediately. No further amounts will be payable. We will confirm this in writing to the last address you gave us.

13. WHAT IS EXCLUDED FROM YOUR PLAN? (Unless they are specifically listed under the ‘Special Conditions’ of your Plan Summary, the following are excluded from the Plan, and we will not carry out or pay for repairs which involve or relate to)

13.1. Any damage, fault, breakdown or other issue that arises before the date on which we have specified the Plan protection starts from;

13.2. Any matter occurring prior to, or existing at the start of the Plan start date, and which you believed or ought reasonably to have believed could give rise to an incident under your Plan;

13.3. Damage during delivery, installation or transportation of a Product or any part by a third party who is not our agent;

13.4. Any fault or breakdown cost already covered by any manufacturer, supplier or repairer guarantee or warranty on a Product;

13.5. Replacement or recall of the Product (or any part) by a supplier or the manufacturer;

13.6. Modifying or making a Product comply with legislation, work on a Product that is only required due to legislation changes or making it safely accessible;

13.7. For boiler-only Plans, we will only cover the actual appliance, we will not cover anything that is not part of the actual boiler, e.g. pipes leading to or from the boiler, the flue, air units, radiators, immersion heaters, water tanks etc.; normal operation or adjustment of the product controls, i.e. water pressure adjustment; we will not cover boilers that have not been serviced on an annual basis, due to the maximum limit on claims we will not replace your boiler. Please note that these items will be covered under some other types of plans (please see your Plan Summary to understand what is covered and what is not);

13.8. Your failure to follow the manufacturer’s instructions;

13.9. Any problem with the supply of electricity, gas, water, broadband or broadcast content;

13.10. Routine maintenance, cleaning, servicing and re-gassing;

13.11. Repairs carried out outside of your country of residence;

13.12. Indirect, direct or any consequential loss arising from your loss of use of any Product or incidental costs caused by any fault, breakdown or repair;

13.13. Damage to any other property or possessions, whether affixed to the product or not, unless it is proven to be our fault;

13.14. Cosmetic damage such as damage to paintwork, dents or scratches;

13.15. Any loss, damage or impairment to functionality caused by: theft, attempted theft, neglect, deliberate (wilful) damage or damage caused by animals, plants or trees;

13.16. Any loss, damage or impairment to functionality caused by: earthquake, flood, lightning, fire, wind, humidity, weather conditions, salt spray, storm or other natural events or catastrophes, abnormally high or low temperatures, plumbing problems, corrosion, chemical exposure, radiation, explosion, sabotage, terrorism, insurrection, revolution, war, riot, armed conflict, civil commotion, rebellion, man-made events or catastrophes or technological hazards (such as computer viruses or date-change faults);

13.17. Any Appliance or item not registered under your Plan;

13.18. Any call out where you are not at home or we cannot otherwise get to your Product at the agreed time;

13.19. Subsidence, landslip or heave

13.20. Any loss or damage caused by faulty workmanship (excluding any attempted repair or DIY) which does not comply with recognised industry standards;

13.21. The cost of making any permanent repairs including any redecoration or making good the fabric of the Home including but not limited to trace and access activities (meaning the costs of carrying out access works or introducing specialised equipment in order to locate a problem or carry out a repair, including but not limited to the costs of remedial works to rectify any damages caused in consequence of such an action, any damages caused in the course of repair and in damage in consequence of the incident or the repair process);

13.22. Garages, outbuildings, cess pits, fuel tanks or septic tanks;

13.23. Damage or loss caused by ionising radiations or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel; radioactive, toxic, explosive or other hazardous properties of any explosive nuclear assembly or nuclear component thereof; war, invasion, act of foreign enemy hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection or military or usurped power); pressure waves from aircrafts or other aerial devices travelling at sonic or supersonic speed; and/or any terrorist action (regardless of any other cause or event contributing concurrently or in any other sequence to the liability) or any action taken in controlling, preventing or suppressing terrorist action.

13.24. Any damage or loss caused by any design fault which makes the Product inadequate or unfit for use; Repairs, maintenance work, or use of spare parts, where this has not been approved by us or the failure to maintain any Product that suffers wear and tear over time including dripping taps, washers or discs forming part of a tank, pipes and taps;

13.25. Damage to ceramic or glass surfaces (unless caused by an accident protected by your Plan);

13.26. Commercial or business use including use by charities, not-for-profit organisations, local government or other such similar organisations (unless we agree to the use in writing beforehand);

13.27. Fraud or attempted fraud, or where the condition of a Product is not consistent with the request you made;

13.28. The cost of replacing any accessories including: external fuses, batteries, rechargeable batteries, power cells, light bulbs changeable by the user, fluorescent tubes and related starter components, filters, attachments, cables and cable joints, plugs, light covers, grills, removable parts, glass and enamel parts, catalytic panels, external piping, starter connections and straps, 3D glasses and brushes and tubes;

13.29. For Products with screens: repairs due to pixel failure where the number or location of pixels does not exceed the manufacturer’s acceptable limit, marks on the screen, or burned screens;

13.30. For televisions: the change from analogue to digital broadcasting including terminating analogue transmissions, software interface problems, satellite or cable systems or gaining access to cables within the fabric of a building or wall;

13.31. AGAs and gas tumble dryers;

13.32. If we reasonably determine that a boiler is beyond economical repair we will not replace it; and/or

13.33. It falls within the what is not covered section of the ‘Items Covered’ section below.

14. PAYING YOUR FEES

14.1. If you choose to make monthly payments via Direct Debit, you must make regular payments in accordance with the ‘Payments schedule’ set out in your Plan documentation. If we are unable to collect a payment from your bank we may attempt to request payment again unless you advise us otherwise.

14.2. When you have paid the monthly fees for the number of consecutive months shown in the ‘Payments schedule’ of your Plan documentation, if the initial Plan Period has not yet expired, no further payment will be taken for the remainder of the initial Plan Period, unless and until your Plan renews for a further period.

14.3. If you choose to pay the fees for your Plan Period in advance in one payment, you must pay this amount (inclusive of all applicable taxes) before your Plan will start.

14.4. If you do not pay for your Plan on the due date and you still do not make payment within 14 days of us reminding you that payment is due, it will be suspended until you have made payment. Any requests for repairs past this date will not be considered for approval unless payment is received.

14.5. We may use a collection agency to recover any amount owing to us.

15. YOUR RIGHTS TO MAKE CHANGES TO YOUR PLAN

15.1. If you wish to make a change to the Plan please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the Plan or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

16. YOUR RIGHT TO END YOUR PLAN

16.1. Your rights when you end the Plan will depend on whether there is anything wrong with our services, how we are performing and when you decide to end your Plan:

a) If our services are faulty or mis-described you may have a legal right to end the Plan (or to get the service re-performed or to get some or all of your money back), see Clause 16.2;

b) If you want to end your Plan because of something we have done or have told you we are going to do, see Clause 16.2

c) If you have just changed your mind about the Plan, see Clause 16.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions;

d) In all other cases (if we are not at fault and there is no right to change your mind), see Clause 16.4.

16.2. If you are ending the Plan for a reason set out at (a) to (c) below your Plan will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:

a) we have told you about an upcoming change to the Plan or these terms which you do not agree to;

b) we have suspended supply of our services for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than one month or we have rejected any request for a repair or replacement that falls within the scope of your Plan; or

c) you have a legal right to end the Plan because of something we have done. 16.3. There is a 14 day cooling off period when you first take out your Plan and at each renewal. You have 14 days after the day we send your Plan documentation or the Plan Period (including any renewal period) starts, whichever is later to change your mind and receive a refund under the Consumer Contracts Regulations 2013. However, once we have carried out any repair or replacement services this right falls away, even if the period is still running. If you cancel after we have started any repair or replacement services, you must pay us for the services provided up until the time you tell us that you have changed your mind.

16.4. Even if we are not at fault and you do not have a right to change your mind (see Clause 16.3), you can still end your Plan before the Plan Period ends. In this instance:

a) If you have not received any repair or replacement services from us, we’ll refund any fee paid by you for the remaining full months of your Plan. If for example you terminate on 5 April and your Period Plan ends on 11 November, we will provide a refund for 7 months if you have paid these fees in advance.

b) If you have received any repair or replacement services from us, no refund will be given and you will have to pay the cost of the repair. This will be capped at the Plan fee for the current Plan Period (less any fees you have already paid in the current Plan Period).

c) If you cancel within the first 12 months there will be up to a £25 administration charge to terminate the Plan.

17. HOW TO END YOUR PLAN

17.1. If you wish to cancel your Plan, please contact us on 0333 002 0638 (8am to 8pm, 365 days a year). You can also cancel by writing to us at E-Safe Repairs, Unit 3, ingworth road, Poole, BH12 1JY. If you are cancelling the plan in accordance with Clause 16.3 you can also use the form set out in the Schedule at the bottom of these terms.

18. OUR RIGHT TO END YOUR PLAN

18.1. If you fail to pay your fees when they fall due, you fail to provide us information that we require within a reasonable time of asking for it or you otherwise act in a way that prevents us from carrying out our services to you we may bring your Plan to an end and we won’t provide any further services to you under the Plan. In this instance:

a) we will refund any fee paid by you for the remaining full months of your Plan (if for example you terminate on 5 April and your Period Plan ends on 11 November, we will provide a refund for 7 months if you have paid these fees in advance), less any monies owed by you under Clause 18.1.b).

b) You must pay us for any call-out and repair costs we have incurred in the current period. This will be capped at the Plan fee for the current Plan Period (less any fees you have already paid in the current Plan Period).

18.2. We reserve the right to cancel your Plan by giving you twenty eight (28) days’ notice. If we cancel your Plan using this provision, you will receive a pro rata refund of any fee paid by you in advance for the remaining unexpired days of your Plan.

18.3. We will always confirm in writing when we end or decide not to renew your Plan for any reason in writing to the last address you gave us.

19. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

19.1. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking our contract with you, or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time your Plan came into force, both we and you knew it might happen.

19.2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products; and for defective products under the Consumer Protection Act 1987

19.3. We will make good any damage to your property caused by us while carrying out our services (excluding any cosmetic damage that is required in order to carry out our services such as drilling holes in a wall in order to access a pipe). However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services.

19.4. We only supply our services for domestic and private use. We will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

20. HOW TO COMPLAIN

20.1. If you wish to complain or you are unhappy with the service provided, please contact our customer services team at 0333 002 0638, by writing to us at E-Safe Repairs, Unit 3, Ingworth road, Poole, BH12 1JY or by emailing us at info@e-saferepairs.co.uk.

21. ALTERNATIVE DISPUTE RESOLUTION (ADR) 21.1. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court.

21.2. If you are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use. You can submit a complaint to the Centre for Effective Dispute Resolution (CEDR) via their website at http://www.cedr.com/idrs. CEDR will not charge you for making a complaint and if you are not satisfied with the outcome, you can still bring legal proceedings.

22. CHANGES TO THESE TERMS AND CONDITIONS 22.1. We may modify or replace these terms and conditions in order to:

a) Comply with the law, regulations, industry guidance or codes of practice;

b) Rectify errors or ambiguities; and

c) Reflect changes in the scope or nature of the protection provided to you. 22.2. We will give you thirty (30) days’ written notice of any change that could have a material effect on your rights or obligations. The new terms and conditions will take effect from the date specified in the notice. If you do not agree with the changes, you may cancel the Plan by notifying us within that notice period and you will receive a pro rata refund of any payments that you have made for the unexpired period of your Plan.

23. HOW WE MAY USE YOUR PERSONAL INFORMATION 23.1. We will only use your personal information as set out in our privacy policy please visit our website: www.e-saferepairs.co.uk.

24. OTHER IMPORTANT TERMS

24.1. With our permission, you may transfer your Plan to a new owner of a Product by giving us their details either over the telephone or in writing.

24.2. We may transfer our rights and obligations under the Plan to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the Plan.

24.3. This Plan is between you and us. No other person shall have the right to enforce any of its terms.

24.4. If a court finds part of the Plan illegal, the rest will continue in force. Each of the paragraphs of the Plan operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

24.5. Even if we delay in enforcing the Plan, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking the Plan, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide our services, we can still require you to make the payment at a later date.

24.6. If the repair and/or replacement services we have agreed to provide are delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the Plan and receive a refund for any remaining part of the Plan Period that you have paid for

24.7. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

24.8. Nothing in the conditions will reduce or affect your statutory rights; for further information about your statutory rights contact the Citizens Advice Bureau: www.adviceguide.org.uk or 03454 04 05 06.

What is covered:

Boiler only

  1. ITEMS COVERED/NOT COVERED • Only cover of the actual appliance
  2. • The control panel for the boiler
  3. • Mechanical & electrical breakdown
  4. • Boiler replacement contribution (See boiler replacement contribution below)

What is Not Covered:

  • Pipes leading to or from the boiler
  • The flue
  • Air units
  • • Radiators
  • Immersion heaters
  • Water tanks
  • Boilers not service in the last 12 months
  • Normal operation or adjustment of the product controls
  • Boilers more than 15 years old.
  • Boilers not serviced within the last 12 months
  • All boilers not fed by mains gas including but not limited to LPG fuelled, oil fired, warm air, storage heaters, Air source systems, solar and un-vented heating systems or boilers with an output over 60Kw/hr.
  • A boiler fitted in a home of more than 6 bedrooms
  • Mains pressure hot water thermal storage systems. E. g. Boiler Mate, Gledhill, Heat bank, Pandora, DPS, Potterton Powermax, Thermflow and Tribune
  • Resetting of time & temperature controls or the correct operation or routine adjustment of the same
  • Power flush, de- sludging or descaling or any works arising from blockages including air locks, bleeding radiators and routine balancing of the central heating system
  • Replacement of water tanks , cylinders and radiators
  • Replacement or repairing any loss or damage if the boiler is , in the opinion of the engineer beyond economical repair
  • Loss of hot water where there is an alternative hot water source
  • Intermittent faults that are not detectable during the engineer’s visit
  • Loss of power to fewer than 2 radiators
  • Internet connected heating controls
  • Frozen pipes, condensate pipes and outlets
  • Keston, Ferroli and Chaffoteaux manufactured boilers

Boiler & Central heating

ITEMS COVERED/NOT COVERED

What is covered:

  • • Everything covered under “Boiler Only”
  • • Pipes leading to and from the boiler
  • • Radiators
  • • Hot water pipes
  • • Water storage tanks
  • • Internal gas pipes

What is Not Covered:

  • • The flue
  • • Air units
  • • Immersion heaters
  • Boilers not service in the last 12 months
  • • Normal operation or adjustment of the product controls
  • • Boilers more than 15 years old.
  • • Boilers not serviced within the last 12 months
  • All boilers not fed by mains gas including but not limited to LPG fuelled, oil fired, warm air, storage heaters, Air source systems, solar and un-vented heating systems or boilers with an output over 60Kw/hr.
  • • A boiler fitted in a home of more than 6 bedrooms
  • Mains pressure hot water thermal storage systems. E. g. Boiler Mate, Gledhill, Heat bank, Pandora, DPS, Potterton Powermax, Thermflow and Tribune
  • • Resetting of time & temperature controls or the correct operation or routine adjustment of the same
  • Power flush, de- sludging or descaling or any works arising from blockages including air locks, bleeding radiators and routine balancing of the central heating system
  • • Replacement of water tanks , cylinders and radiators
  • Replacement or repairing any loss or damage if the boiler is , in the opinion of the engineer beyond economical repair
  • Loss of hot water where there is an alternative hot water source
  • • Intermittent faults that are not detectable during the engineer’s visit
  • • Loss of power to fewer than 2 radiators
  • • Internet connected heating controls
  • • Frozen pipes, condensate pipes and outlets
  • Keston, Ferroli and Chaffoteaux manufactured boilers

Plumbing & Drainage

ITEMS COVERED/NOT COVERED

What is covered:

  • • Sudden damage to, or blockage or breakage or flooding of the;
  • • Drains or plumbing system
  • • Water storage tanks
  • Taps and pipework located within the Home (If it results in a Home Emergency)
  • • Breakage or mechanical failure of the toilet bowl or cistern resulting in the loss of function providing there is no other toilet in the Home.

What is Not Covered:

  • General maintenance including dripping taps and overflows
  • • External plumbing fixtures and pipework
  • • Leaks that occur only when an installation is in use e.g, waste pipe leaks
  • • Replacement of sanatory wear including but not limited to taps, w/c, cisterns, baths, basins, sinks, showers, shower bases, radiators, and towel rails
  • • Replacement or repair of domestic items and their hoses
  • • Shared drainage facilities
  • • Macerators e.g. Sani flow o Replacement w/c bowls and cisterns
  • o Like for like replacement of parts – the engineer will seek to eliminate the emergency with suitable but non-matching parts

ITEMS COVERED/NOT COVERED

Boiler Replacement Contribution

What is covered:

  • In the event that your Central Heating Boiler has failed and is deemed by the Contractor and Us to be uneconomical to repair, We shall contribute (upon production of an original receipt for payment) the lower of 50% of the capital cost of the boiler only including VAT or £500 towards the cost of a brand new replacement dependant on age.
  • We will offer a maximum of £500 for boilers age 1 – 4 years of age and £250 maximum for boilers age 5- 7 years

What is Not Covered:

  • • Boilers over 7 years old
  • • Installation, pipework and accessory costs
  • • Costs in excess of the manufacturer RRP for the boiler only

24

(Complete and return this form only if you wish to withdraw from the contract)

MODEL CANCELLATION FORM

THE SCHEDULE

To E-Safe Repairs, Unit 3, ingworth road, Poole, BH12 1JY (info@e-saferepairs.co.uk)

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the supply of the following service [*]

Ordered on [*]/received on [*]

Name of consumer(s)

Address of consumer(s)

Signature of consumer(s) (only if this form is notified on paper), Date

[*] Delete as appropriate

© Crown copyright 2013.