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When you take out a repair plan during the manufacturer's guarantee:
Your Plan Benefits
You are entitled to access our 24-hour UK-based call centre on 08444 810 500 to receive help if your equipment is not working.
If your equipment suffers either:
i. damage caused accidentally (physical damage as a result of a sudden cause which stops the equipment working properly) either within or outside the supplier's or manufacturer's guarantee; or
ii. a mechanical or electrical breakdown outside the supplier's or manufacturer's guarantee period;
and our customer services team are 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.
A brand new appliance if we replace yours
If a repair is approved, we may replace your equipment with new equipment of the same or similar make and specification, if we decide not to repair it.
Change your mind at any time
You may cancel the plan at any time before the end of your manufacturer’s (parts and labour) guarantee period or until 14 days after you receive your plan document (whichever is later) and receive a full refund, unless your equipment has already been replaced or written-off. If you have already received a repair we reserve the right to charge a £10 administrative fee.
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 full months outstanding, unless your equipment has already been repaired, replaced or written-off, in which case no refund will be due.
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When you take out a repair plan after the manufacturer's guarantee:
Your Plan Benefits
You are entitled to access our 24-hour UK-based call centre on 08444 810 500 to receive help if your equipment is not working.
If your equipment suffers either a mechanical or electrical breakdown, outside the supplier's or manufacturer's guarantee period and our customer services team are 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.
A contribution towards a replacement may be approved
If a replacement is approved, we may replace your equipment with new equipment of the same or similar make and specification, if we decide not to repair it. If we decide to replace your equipment we will ask you to pay 50% of the current retail price of the equipment in the first year of the plan, 60% in the second year, and during the 3rd and subsequent years 70% of the current retail price.
Change your mind at any time
You may cancel the plan at any time before the end of your manufacturer’s (parts and labour) guarantee period or until 14 days after you receive your plan document (whichever is later) and receive a full refund, unless your equipment has already been replaced or written-off. If you have already received a repair we reserve the right to charge a £10 administrative fee.
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 full months outstanding, unless your equipment has already been repaired, replaced or written-off, in which case no refund will be due.
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