ASSUREGUARD TERMS AND CONDITIONS for Service Plan Customers
For products which are out-of-guarantee at the time you take out a protection plan, protection will commence 30 calendar days from when your application is processed.
It is important that you take care in reading these terms and conditions, including any relevant exclusions or special conditions. These terms, along with your certificate and any changes which you are formally notified of by us form your agreement with us. We intend to rely on the terms and conditions set out in this document.
plan: this contract of services and not in insurance product
product(s): the appliance(s) protected by this plan, as shown on your certificate.
we/us/our: IFL Marketing trading as AssureGuard, the provider of the plan.
you/your: the person named on your certificate.
your certificate: This Document
You must be at least 18 years old and a resident of the United Kingdom to qualify for eligibility. Your product must be in good working order when this plan commences.
This plan is a contract of services and is governed by UK laws and regulations concerning service contracts. This is not a contract of insurance.
The following conditions apply to this plan:
• If you are paying for your policy via instalments, the full year’s premium will need to be paid in full prior to any claim being accepted.
• You must provide us with any information that we request when you apply for the plan. All information given must not be false, exaggerated or misleading;
• Your product must have been installed, maintained and used in accordance with the manufacturer’s guidelines;
• Your product must be owned by you and used only for domestic purposes;
• Your product must be used in a private home, solely occupied by a single household (at the address you give to us);
• Your product must be easily accessible, meet all relevant safety standards and be safe to work on.
You must arrange and pay for any work required to make your product accessible and compliant with all relevant safety standards and safe to work on, e.g. you will be responsible for arranging and paying for work required to fix a gas leak. Where you have requested services from us, you must also notify us if such work is required, let us know when it has been completed and provide us with the relevant certification (if applicable). We won’t provide our services until you have fulfilled these obligations. If you do not comply with the conditions and the eligibility requirements above or do not fulfil your obligations above, we will end your plan.
If your product suffers a mechanical or electrical breakdown after the manufacturer’s parts and labour guarantee period has concluded, our first response will be to attempt to resolve the issue over the phone by connecting you to one of our trained representatives. If we are unable to find a solution during the telephone consultation an engineer will be appointed to evaluate the fault. At this stage we will decide whether to approve the repair. Where a repair is approved we will authorise and facilitate an engineer to conduct the repair, or we may instead elect at our discretion to replace or pay the cost of replacing your product, in accordance with the terms and conditions.
Submitting a Repair Request
To request a repair please contact us at your earlies convenience by telephone or by visiting www.assureguard.co.uk. The telephone numbers and hours of operation will be shown on your certificate.
There is a limit of only one claim per year on any individual item covered by the policy. It is important to note however that your plan may be concluded following the replacement of a product. (see ‘Product Replacement Terms’ for guidance)
You must provide us with all relevant information we need to verify your repair request. You should send any requested documents to the address in ‘Customer services’ below.
Who Can Conduct Repairs?
Only engineers appointed by us are authorised to carry out repairs under this plan, unless we agree in advance in writing to permit you to use your chosen repairer. Repairs will be carried out within the repairer’s normal working hours (which are at least 9am to 5pm, Monday to Friday) on a date agreed with you. Please have your plan documentation to hand when the repairer arrives. If your product breaks down, you must take reasonable steps to limit damage, e.g. stop using it if this is likely to cause further damage. If we approve a repair but are unable to find an approved engineer, we’ll permit you to use your chosen repairer. This permission will be sent to you in writing for confirmation. Before this confirmation will be given, your chosen repairer will be required to supply us with an estimate to allow the cost to be considered. You will have to pay them and claim the cost back from us. Please keep a copy of your invoice to send to us.
1. If a repair is approved, we may at our discretion, decide to replace your product with a new product of the same or similar technical specification and market value.
2. If we decide that your product needs to be replaced but we cannot reasonably arrange a replacement or we calculate that the market value of your machine is less than the cost of a retail item, we may decide to give you vouchers instead. The vouchers will be for the market value (less your policy excess for replacement machines if this has not been paid) of a replacement product of the same or similar technical specification and market value taking into account the age of your machine.
3. All vouchers will be redeemable from a retailer of our choice and will be valid for at least 6 months from the date of issue. Voucher settlements will be sent to the last address you gave us. As above, the vouchers will be less the policy excess and less any VAT.
4. If we decide to replace your machine we will need payment of £100 excess for a freestanding single use appliance or £150 excess for an integrated appliance or due use appliance (washer dryer for example) either via card or BACS. This charge will only apply if your machine is replaced or a voucher settlement is offered.
Product Disposal, Delivery, Installation and Other Costs
1. If we deem it necessary to replace your product, you must pay the vendor’s delivery charge. This charge will vary depending on the nature of your specific product, but will be the cost the vendor charges us without any mark up. When we discuss the replacement with you we will tell you the exact cost for your consent.
2. If the product is removed or sent away from your home for repair and is subsequently replaced, the original product will become our property and we will dispose of it. If your product remains in your home and a replacement is supplied, you will be responsible for disposing of the original at your own cost.
3. In all cases you will be responsible for installing the new appliance and paying any related costs.
In Cases Where Repair or Replacement is Not Viable
We reserve the right in some cases to elect not to approve a repair request or facilitate a replacement which would otherwise fall within the terms of your plan. When this is the case we will inform you. All payments you have made in the current period of your plan will be refunded and your plan will end immediately. No further amounts will be payable. We’ll confirm this in writing to the most recent address provided to us.
The following are excluded from the plan, and we will not pay for repairs or replacements which relate to:
• Damage during delivery, installation or transportation of the product by a third party who is not our agent.
• Any breakdown cost already covered by a manufacturer’s, supplier’s or repairer’s guarantee or warranty on a product.
• Replacement or recall of the product (or any part) by a supplier or the manufacturer.
• Modifying or making a product comply with legislation, work on the product that is only required due to legislation changes or making it safely accessible.
• Your failure to follow the manufacturer’s instructions.
• Any problem with the supply of electricity, gas, water, broadband or broadcast content.
• Routine maintenance, cleaning, servicing and re-gassing.
• Repairs carried out outside of your country of residence.
• Costs or loss arising from the inability to use your product (for example the cost of using a laundrette), or incidental costs caused by breakdown or repair (for example the cost of removing and re-instating built-in or fitted equipment).
• Damage to any other property or possessions, unless it is our fault.
• Cosmetic damage such as damage to paintwork, dents or scratches.
• Any loss, damage or impairment to functionality caused by: theft, attempted theft, neglect, deliberate damage or damage caused by animals, plants or trees.
• 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).
• Any appliance not registered under the plan.
• Repairs, maintenance work, or use of spare parts, where not approved by us.
• Damage to ceramic or glass surfaces.
• Files (digital or otherwise) lost due to a repair or replacement and your failure to back them up.
• Commercial or business use including use by charities, not-for-profit organisations, local government or other such similar organisations (unless we agree to the usage in writing beforehand).
• Fraud or attempted fraud, or where the condition of the product is not consistent with the request you made.
• The cost of replacing any accessories including: external fuses, lawnmower belts, 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, rain covers, starter connections and straps, 3D glasses, vacuum cleaner bags, brushes and tubes, audio pick-up systems including scanners, printer toner or ink cartridges and printer ribbons.
• For products that include software: external data carriers, other input devices (scanners, gaming controllers, mouse devices), other external controllers (if not included when purchasing the product), installing, modifying and upgrading software.
• 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.
• 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.
• Damage caused by, or arising from accidents.
• AGAs and gas tumble dryers.
1. If you pay the fees monthly (inclusive of all applicable taxes) by a continuous authority payment, you must make regular payments in accordance with the ‘Payments schedule’ set out in your certificate. If we are unable to collect a payment from you we will contact you to notify you that the payment was unsuccessful. Failure to make payments in accordance with the Payments schedule could lead to your plan being cancelled prematurely.
2. If instead you choose to pay all the fees for the period in advance in one payment, you must pay this amount (inclusive of all applicable taxes) before the plan will start.
3. We may use a collection agency to recover any amount owing to us.
4. If you do not pay for your plan on time, it will be suspended from the due date. Any requests for repairs past this date will not be considered for approval unless payment is received.
1. The initial plan period begins on the ‘start date’ and continues until the ‘renewal date’, as specified in your certificate (unless ended in accordance with these terms and conditions).
2. Before your plan ends, we will contact you about renewing. Your renewal notice will show the new amount to pay. The fee payable may be adjusted at renewal, meaning the cost could be higher or lower than it has been previously.
3. If you pay by cheque or any means other than a card payment, you will need to make payment for your plan to continue.
5. If we fail to receive confirmation that you do not wish to renew your policy will renew automatically ensuring no gap in cover.
6. We reserve the right not to offer you a renewal on your plan.
Service Level Agreements
In the event of any claim we will ensure that an engineer will be instructed within 24 hours of being notified of any fault. Our Engeneers will visit your home within 48 hours of instruction. If your machine can be repaired they will complete this repair within 48 hours of visiting your home. If the machine is beyond economical repair we will arrange for a replacement machine to be delivered and installed within 48 hours of being notified that a replacement is required.
There is an initial cooling off period as defined below.
1. The ‘cooling off period’ is the fourteen day period from the date you decide to take out this service.
2. If you change your mind during the cooling off period, you can cancel your plan and we’ll refund any fees paid less out £25 administration fee.
3. If your plan automatically ends or is cancelled by us, these rights do not apply (see ‘Our Rights to Terminate Service’ below).
Our Rights to Terminate Service
1. If at any time we replace your product or give you a voucher settlement, your plan will automatically end and no refund will be due (see ‘Product Replacement Terms’ above).
2. If you fail to comply with certain conditions and obligations (see ‘Conditions’ and ‘Obligations’ above) we may bring your plan to an end and we won’t provide any further services to you under the plan. We’ll refund any fee payments you have made during the current month of your plan. You must pay us for any call-out and repair costs we have incurred in the current month. If you have paid the fee for your annual plan in advance then your refund will be prorated for the remaining full calendar months on your plan.
3. We reserve the right to cancel your plan by giving you fourteen days’ notice. If we cancel your plan using this provision, you will receive a prorated refund of the fee paid for the remaining full calendar months on your plan.
4. In each case, we’ll confirm any such ending or cancellation of the plan in writing to the most recent address you have provided us.
Customer Contact Details
For customer services: The telephone number relating to your product and the hours of operation will be stated on your certificate. Alternatively you can write to us at
IFLMarketing, AssureGuard, Level 3, 207 Regent Street, London, W1B 3HH or via our website www.AssureGuard.co.uk
If you wish to complain or you are unhappy with the service provided, please contact our customer services team (see ‘Customer Contact Details’ above).
Changes to These Terms and Conditions
We may modify or replace these terms and conditions in order to:
• Comply with the law, regulations, industry guidance or codes of practice;
• Rectify errors or ambiguities; and
• Reflect changes in the scope or nature of the protection provided to you.
We will give you thirty (30) days’ written notice of any change that could have a material impact 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 prorated refund of any payments that you have made for the unexpired period of your plan.
AssureGuard and its business partners will use your information only to provide the requested service and for administration (including the recovery of any amounts owing, where applicable), customer surveys, regulatory reporting, to check and verify your identity and analytics and testing purposes.
You may (for an administrative fee of £10) request a copy of your data. If your personal details change please let us know by writing to: IFLM AssureGuard, Level 3, 207 Regent Street, London, W1B 3HH
Exclusion of Third Party Rights
This plan is only for your benefit. No rights or benefits will be given to any other third party under the plan.
Governing Law and Statutory Rights
We will communicate with you in English and English Law will apply unless we agree otherwise with you. Nothing in the conditions will reduce or affect your statutory rights; for further information about your statutory rights you can contact the Citizens Advice Bureau via their website www.adviceguide.org.uk or by telephone on 0345 404 0506
Customers with Disabilities
We offer a number of services for customers who have disabilities including providing our documents in Braille, large print or audio formats. Should you need to request these services please contact us via the contact information supplied in your certificate.
ITEMS WE DO NOT COVER
- Large American style ovens in excess of 600mm wide. i.e. Range Ovens, Aga etc
American style fridge freezers in excess of 600mm wide.
Any Item with a Market Value in excess of £500.