Terms and Conditions

Last updated: June 25, 2023

The Appliance Protection Service Plan (APSP) is provided by Service Shield, a trading name of M&T Partners Ltd (from here on referred to as ‘the company’) and the person entering this agreement (from here on referred to as ‘the customer’). Company registration number 14847612. Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. Full terms and conditions can be found at www.service-shield.co.uk.

Contact Information:

Email: support@service-shield.co.uk

Website: www.service-shield.co.uk

Contact Number: 0333 577 7079

Please note that any references made to “the company” or “Service Shield” in this document refer to Service Shield.

OVERVIEW

The APSP offered by Service Shield provides coverage for the customer’s product against breakdowns, accidental damage, and repairs as explained below. The Service Shield APSP is not an insurance product/service and is not to be confused with one.

UNLIMITED REPAIRS TO YOUR PRODUCT

There is no limit to the number of legitimate repairs the customer can request for the product covered under this Service Shield APSP, unless this agreement has been terminated by either party or if this agreement ends following a replacement of the product covered by this APSP.

BREAKDOWN OF YOUR PRODUCT

If the customer’s product experiences a breakdown (due to mechanical and/or electrical faults) within the manufacturer’s parts and labour guarantee period, Service Shield will coordinate with the manufacturer to dispatch an engineer (chosen by the manufacturer) as the initial course of action. Alternatively, at its discretion, Service Shield may decide to approve a repair using its own network of approved repair engineers, with the approved repair engineer being chosen by the company.

If the customer’s product experiences a breakdown (due to mechanical and/or electrical faults) after the end of the manufacturer’s parts and labour guarantee period, Service Shield will make efforts to resolve the issue over the telephone. If the problem cannot be resolved, the company will, at its discretion, decide whether to approve a repair using its own network of approved repair engineers, with the approved repair engineer being chosen by the company. In certain cases, as per these terms and conditions, the company may decide to replace the customer’s product or cover some or all of the cost of a replacement.

ACCIDENTAL DAMAGE

If the customer’s product sustains accidental damage (i.e., physical damage caused by a sudden event resulting in the product no longer being in good working order), whether during or after the manufacturer’s parts and labour guarantee period, Service Shield will attempt to address the issue over the telephone. If the problem cannot be resolved, the company will, at its discretion, decide whether to approve a repair using its own network of approved repair engineers, with the approved repair engineer being chosen by the company. Additionally, the company may, at its discretion, decide to replace the customer’s product or cover the cost of a replacement, all subject to these terms and conditions.

REPLACING YOUR PRODUCT

At its discretion, Service Shield may decide to replace the customer’s product. In these cases, the customer may be required to contribute towards the cost of the new appliance.

Service Shield will make efforts to replace the customer’s product with a same/similar make and model with the same/similar technical specifications. However, the company reserves the right to provide the customer with vouchers, instead of a replacement product, which the customer can use towards the purchase of a new product from a retailer chosen by the company.

If the company decides to replace the customer’s product or contribute towards its replacement, the customer’s Service Shield APSP will be amended to cover the new product. At this point, coverage for the replaced product will cease immediately. The customer is responsible for any applicable delivery charges, which will vary depending on the product type, make, and model of the replacement product. The exact cost will be discussed between both parties.

The customer is also responsible for the installation of the new replacement product and any related costs, such as the disposal of the customer’s old product.

About the Service Plan (APSP)

Regardless of whether your equipment is under warranty or not, you can make a repair request under this plan for up to £500 per claim. This includes expenses like call-out fees, repairs, replacements, and VAT. If an item needs to be replaced, we will contribute up to its declared value, keeping in mind the maximum claim limit mentioned earlier. However, there are certain exclusions and limitations to consider. We will adjust, replace, or repair your equipment if it suffers accidental damage or breakdown during the coverage period.

To ensure that all our customers have the right level of protection, we validate this by requesting evidence that the item is in proper working order. If we ask for this evidence and do not receive it before a repair request is made, we may consider the fault or damage to be pre-existing and reject the repair request.

EXCLUSIONS AND LIMITATIONS

The following are the main exclusions and limitations of the Service Shield APSP:

Costs for repeated call-outs to the same and/or similar reported faults to the product when no fault is found.
General maintenance of the product, any type of servicing, and re-gassing.
The cost of replacing accessories or consumables, such as light bulbs.
Any repairs carried out to the product at an address different from the one listed on the customer’s APSP.
Any loss or costs incurred due to the inability to use the product, such as loss of food due to a fridge freezer breakdown or incidental costs related to removing or reinstating the product.
Any damage that does not affect the good working order of the product, such as cosmetic damage.
Any loss, damage, or impact on the good working order of the product caused by animals, plants, or trees.
Any loss, damage to, or impact on the good working order of the product caused by flood, lightning, fire, earthquake, humidity, wind, weather conditions, storm, salt spray, other natural events or catastrophes, abnormal high or low temperatures, corrosion, problems arising from plumbing, chemical exposure, explosion, radiation, terrorism, insurrection, sabotage, revolution, war, armed conflict, civil commotion, riot, rebellion, technical hazards such as computer viruses, or any other man-made events or catastrophes.
Any repairs, servicing, maintenance work, or installation and/or use of spare parts unless authorised by the company.

Please take note of the following conditions that apply to the Service Shield APSP:

The customer must be at least 18 years of age and a resident in the United Kingdom.

The product covered by this agreement must be in good working order at the start of the APSP, or the customer must inform the company if this is not the case.

The customer must provide the company with any requested information during the application process for the Service Shield APSP. The customer must ensure that all information provided to the company is truthful, accurate, and not misleading to the best of their knowledge.

The product must be owned by the customer and used for domestic purposes only, in a private home occupied by a single household, unless authorised in writing by the company.

The product must be used and kept at the address provided to the company under this agreement. In the event of a change of address, the customer must notify the company immediately.

The product must be easily accessible, meet all safety standards, and be safe to work on. If any work is required to make the product easily accessible, meet safety standards, or be safe to work on, the customer is responsible for carrying out such work.

Claims will not be accepted within the first 30 (thirty) days from the commencement date of the plan. This exclusion period is intended to ensure that no pre-existing faults are covered under this agreement.

REQUESTING A REPAIR TO A PRODUCT

If the customer’s product breaks down, rendering it beyond good working order due to mechanical and/or electrical faults, the customer must notify the company as soon as possible via telephone. The telephone number to contact will be provided in the customer’s Service Shield Protection Plan Certificate document.

DURATION OF THE APSP

The Service Shield APSP will commence on the ‘start date’ and will continue until it is cancelled by either the company or the customer, following the cancellation terms. The fee payable for the plan may be subject to increase or decrease at the discretion of the company. In such cases, the company will provide written notice at least 30 days prior to the change. If there is a price change greater than the current CPI inflation rate within the first 12-month period, the customer can provide notice to cancel the plan without penalty. If the customer pays via Direct Debit, the APSP will continue beyond the initial minimum twelve (12) month period, and the fees will be collected monthly from the customer’s designated bank account until the customer cancels the APSP.

HOW TO CANCEL THE APSP

You may cancel your Service Shield APSP at any time by contacting us using the information provided below. Please note that the APSP is not an insurance plan.

Cancellation requests must be submitted in writing and require a 14-day advance notice. During this time, any outstanding payments will still be collected. Kindly include the plan number indicated in your APSP Certificate when submitting the cancellation request. Additionally, please ensure that all plan documents and the APSP Certificate are returned along with the cancellation request.

To initiate the cancellation process, it is essential to inform us of your intention to cancel the APSP prior to notifying your bank. Here are the details for submitting a cancellation request:

Registered Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, UNITED KINGDOM

Email: support@service-shield.co.uk

Website: www.service-shield.co.uk

Contact Number: 0333 577 7079

If you choose to cancel the APSP within 14 days of receiving the plan documents or the start date of your coverage (whichever is later), you will receive a full refund of any fees paid, and the cancellation will be effective immediately. However, if you have made a repair request during this period, we reserve the right to deduct the cost of that repair request from any refund due to you. We will notify you in advance if such a deduction is necessary.

Once any outstanding payments have been received, the APSP will be cancelled upon your request. After the initial 14-day period, no further monthly/quarterly payments will be charged, and no refunds will be issued for any payments already made. In the case of annual payment plans, you will be entitled to a pro-rata return of the payment for the number of complete unexpired months remaining in your coverage. However, please note that an administration fee of £25 will be deducted from this pro-rata refund. No pro-rata refund will be provided if a repair request has been made or if an incident that may give rise to a repair request has occurred.

We are committed to processing your cancellation request promptly and providing any necessary assistance. If you have any further questions or require clarification, please do not hesitate to contact us at the provided contact details.

CHANGING YOUR MIND – THE COOLING OFF PERIOD

This agreement comes with a fourteen (14) day ‘cooling off’ period. If the customer changes their mind during this cooling off period, they may cancel the APSP, and Service Shield will refund all fees paid. However, if the customer has utilised any products or services offered by Service Shield under this agreement within this period, the company reserves the right to recover all associated fees from the customer. Please note that the cooling off period does not entitle the customer to revert the APSP to a normal repair with normal charges. If a repair has already been completed, the section ‘How to cancel this APSP’ applies.

BREACH OF THIS AGREEMENT

If either party fails to comply with the terms and conditions set out in this agreement, the other party reserves the right to cancel this agreement with immediate effect by giving notice in writing to the breaching party’s registered address. If either party exercises this right, the agreement will be terminated, and no further fees under this agreement will become due. All fees paid will not be refunded. The registered address of the customer is the address which the customer has provided to Service Shield. The registered address of Service Shield is: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.

HOW TO COMPLAIN

If the customer wishes to complain or is not happy with the service provided by Service Shield or any companies acting on the company’s behalf, they should contact the company via telephone at 07404472818 or email at support@service-shield.co.uk. Alternatively, the customer can write to the company at: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.

DATA PROTECTION INFORMATION

Service Shield and its third parties will use the customer’s information (which the customer or others have given to the company) to provide the customer with any requested service(s) and for administration (this could include recovery of any monies owing), marketing (by the company or the companies the company works with), marketing research, regulatory reporting, customer surveys, analytics and testing purposes, and to check and verify the customer’s identity. The company may also share the customer’s information with other companies’ part of the Service Shield group of businesses or third parties acting on the company’s behalf. The company (including other companies’ part of the Service Shield group of businesses or third parties the company works with) may use the customer’s information to tell the customer about any offers, products, or services which may be of interest to them. The customer may be contacted by post, telephone, mobile, email, and/or other electronic messaging services unless the customer requests the company not to do so by writing to the Data Protection Department, Service Shield, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. The customer may request a copy of their data for a small fee of £10.