Terms and Conditions

Terms and Conditions for the Aftercare Plan

YOUR PLAN BENEFITS

You are entitled to access our UK based call centre on 0345 222 1554 to receive help if your equipment is not working.If your equipment suffers either

a. Damage caused accidently/physical damage as a result of a sudden cause which stops the equipment working properly/either within or outside the suppliers or manufacturers guarantee or
b. A mechanical or electrical breakdown outside the suppliers or manufacturers guarantee period.

c. Repairs will be carried out within 48 hours or an appointment that is convenient for the customer

Our customer services team is not able to resolve the problem we will/in our discretion/decide whether to approve a repair and then pay for the parts and labour cost of repair or may replace or pay the cost of replacing your equipment in each case subject to the terms and conditions below.

TERMS AND CONDITIONS GENERAL

a. There is no limit to the number of repairs to your equipment which can be approved during the period of your plan.

b. Repair work authorised by us will be carried out during our repairers’ normal working hours only which are typically Monday Friday 9am to 6pm.

c. Applications for repairs of equipment will only be considered where the equipment is no longer covered by any suppliers manufacturers or repairers guarantee for call out and labour charges.

d. You must operate your equipment in line with the manufacturer’s instructions and must not modify it.

e. Your equipment must not have been lost, stolen, misused, neglected, poorly installed, subject to malicious damage or damage caused by fire explosion, floods, lightning, storms, frost or other bad weather conditions, rust, corrosion or water.

f. Your equipment must not be subject to a current recall either by us the supplier or the manufacturer.

g. Your equipment must be used in a domestic environment. Equipment used in a non domestic or commercial environment must be subject to our prior approval in writing.

h. Your equipment must be repaired within the United Kingdom unless we agree otherwise in writing.

i. You are liable for the cost of repairs if there is no fault found with the equipment or to the extent that it requires routine maintenance cleaning servicing cosmetic repairs e.g. damage to paintwork, dents or scratches or where there is any problem with the supply of electricity gas or water.

j. Payment will not be approved for costs arising from being unable to use your equipment e.g. food spillage or for any other loss or damage not included under your plan benefits which arises from the breakdown of your equipment including any costs to remove or reinstate built in or fitted equipment.

k. If, when you require breakdown service there is any other service agreement or an insurance policy.

l. We recommend you back up or store any data/files on a regular basis as we will not restore any data/files in the event of your product requiring repair.

The plan does not include:

1.  The failure of the equipment to operate correctly caused by the withdrawal of services by a third party.

2. Software including operating systems loss or failure.

3. Damage or failure of the equipment due to a software virus, the configuration of user settings or the process of backing up or recovery of data, loss, corruption or damage to data or operating systems.

4. Image retention on LCD screens, plasma or projection TV screens.

5. Replacement of consumer durables e.g. batteries, light bulbs and fuses

6. Accessories unless we agree otherwise in writing.

REPLACEMENT EQUIPMENT

a. If a repair is approved we may replace your equipment with like equipment of the same or similar make and specification if we decide not to repair it.

b. If we cannot reasonably arrange a replacement we may decide to pay you a contribution towards the cost of the new equipment. Usually this will be vouchers redeemable from a retailer chosen by us. We will base this contribution on the price we would normally obtain directly from our chosen supplier.

c. There is a maximum replacement value of £350 on all appliances including delivery. Installation and recycling, additional charges apply if requested.

c1. Proof of purchase must be supplied before any equipment will be replaced.

d. When your equipment has been replaced you will be responsible for disposing of the original equipment at your own cost.

e. When your equipment has been replaced you will be responsible for disposing of the original equipment at your own cost if it remains in your possession.

f. Heating, plumbing, drainage and boiler claims – There is a maximum of £500 per claim, per customer, per year or excess fees and callout charges may be incurred.

YOUR RIGHT TO CHANGE YOUR MIND/CANCELLATIONS

Your may cancel the plan at any time before the end of your manufacturers*parts and labour* guarantee period. If this is after a period of 28 days you will only receive £25 of the amount paid, this does not include customers on the monthly scheme. If your equipment has already been replaced or written off the cost of works carried out will be deducted from the refund.

However, to cancel within 14 days you will receive a full refund. After 14 days you will incur an administration charge of £25.00.

CANCELLATION

a. You may cancel the plan at any time after the right to change your mind period outlined above, and we will refund a proportion of your plan fee relating to the remaining outstanding period if you are within the cancellation period, unless your equipment has already been replaced or written off.

b. If you pay for your plan by Direct Debit instalments we will only refund any payments that you have made for the unexpired period of your plan.

c. If we have provided you with replacement equipment or a write off settlement at any point during the period of your plan will end and no refund will be due.

d. To cancel your plan, please call us on 0345 222 1554 where you will be advised on how to cancel. You can also cancel by contacting us in writing to :
HEAD OFFICE,
55 CURZON ROAD,
BOURNEMOUTH,
DORSET
BH1 4PW

HOW TO CONTACT US OR COMPLAIN

a. Call the Customer Service Department on 0345 222 1554

b. Write to the customer Care Manager at Head Office, 55 Curzon Road, Bournemouth, Dorset BH1 4PW. If you are not satisfied with any of the services we provide or the way in which we have exercised our discretion you can ask for your case to be reviewed by PYBUK LTD and a final decision will be made on behalf of the Managing Director. Your Telephone calls will be recorded for monitoring purposes.

DATA PROTECTION

Your details will be held and used by PYBUK LTD and selected companies acting on our behalf to administer your plan. We may pass your data to any relevant regulator or dispute resolution provider. We may also use your data for training and testing purposes. To help keep your details accurate we may use information we receive from our partners. You may ask us for a copy of your details for a small fee and to correct any inaccuracies. To improve our service we may monitor or record our communications with you.

GOVERNING LAW AND STATUTORY RIGHTS

We will communicate in English and English Law will apply unless we have agreed otherwise with you. When you buy electrical equipment you will have various statutory rights that apply to the purchase. These include the right to claim for a repair or replacement for up to six years, five in Scotland, if your electrical goods were not satisfactory quality or fit for their purpose when they were sold to you.

However, After the first six months you will have to prove that the goods had a fault when sold to you and this may involve having to take legal action against the retailer. In practise the manufacturer will usually deal with any Reliability or Quality issues etc. Reliability or quality issues during their guarantee period. Guarantee periods do vary but are usually of one or two year’s duration with some manufacturers offering a longer guarantee on parts but not on labour costs.

Nothing in these terms and conditions affect your statutory rights.

TRANSFERRING YOUR PLAN

With our permission you can transfer your plan to a new owner of the equipment by giving us written details of the new owner. Your plan cannot be transferred to any other equipment.

RENEWING YOUR PROTECTION PLAN

At the end of your protection plan, we will write to you about renewing:

a.If you pay by Direct Debit your renewal notice will show the amount we will automatically collect, unless you inform us otherwise

b.If you pay by any other means, your renewal notice will show the amount to pay. You will need to make payment for the protection plan to continue. We reserve the right not to offer you a renewable on your plan.

EXCESS

PYBUK will not repair/replace any equipment subject to any pre-existing faults. Any claims made in respect to breakdown or accidental damage of your equipment occurring within the first 21 days of the start date will be subject to £250 excess for your main equipment and £125 for any additional equipment.

 

Note: Protection is subject to the Terms and Conditions of the plan. The repair plan is provided by Protecting Your Box UK Ltd
Company Number: 09613735