Protection Plan Terms of Service

UK Recovery Team Ltd now offers a range of Protection Plans to ensure that any expense of repairs from an appliance breakdown is dealt with by qualified and experienced professionals. The service is provided by UK Recovery Team Ltd, a company registered in England & Wales at Unit 4, Silverworks Close, London NW9 0DW and with Registration Number: 12982192. Any dispute will be handled in accordance with local UK laws and handled in the UK.

Plans include paying a fee in exchange for unlimited repairs to your home appliances system (where applicable and agree upon in advance). Prices of our current Protection Plans can be found here.

Unlike an Insurance product, our plans are categorised as a Service or Protection plan. As such, Insurance regulation will not apply.

Subject to the Conditions, Exclusions and Limitations in the contract, UK Recovery Team Ltd agree that in the case of an event outside your manufacturer’s guarantee period and within the territorial limits during the Plan, they shall pay for the cost of repair by the approved repairer authorised by them or for product replacement when authorised and arranged by them.

Under no circumstances will UK Recovery Team Ltd pay Cash or a Settlement for work carried out by an unauthorised third party, outside the scope of this contract.

When you are setting up a new plan, it is important to note the level of protection you require. While it's impossible to plan for every instance, you should take some time to think about your needs as a Homeowner/Landlord. If you have any questions regarding the use of your Protection Plan, please contact our customer service team on 02081 459 171.

Protection Plan Coverage

UK Recovery Team Ltd will make every reasonable effort to repair or replace any item included in the scope of the Protection Plan, via a network of tradesmen approved by UK Recovery Team Ltd.

A call out may be requested following the included instances:

Additionally, other (related) instances may be allowed to be included, which will be at the discretion of UK Recovery Team Ltd.

Exclusions:

In addition to the instances excluded from Maintenance Plans, UK Recovery Team Ltd will not protect any product which was incorrectly installed, tampered with by an unauthorised person or any product which has been deliberately destroyed. UK Recovery Team Ltd will take no responsibility for any other items or products outside the scope of the Maintenance Plan contract, I.E carpets which have been affected by a leak.

As part of the service, UK Recovery Team Ltd shall carry out an annual inspection of any item which forms part of this agreement and will be attended by an approved engineer. UK Recovery Team Ltd will make every effort to arrange the inspection at a convenient time. No work will be carried out without the sole permission of the Maintenance Plan holder, but the engineer will report back to the UK Recovery Team Ltd with his/her findings.

Payments

VISA and MasterCard are accepted by UK Recovery Team Ltd for services and/or plans over the phone (MOTO) and via invoice link (Pay-By-Link). Charges on your statement will appear as UKRECOVERYTEAM.

Pricing Examples

We currently offer a range of options as well as customized services. The examples below illustrate our standard protection plans:

• Bronze: £60.00
• Silver: £120.00
• Gold: £180.00

UK Recovery Team Ltd now offers an additional 11 months free with each paid month when you choose one of these plans. The extra time will be added automatically to your schedule at no extra cost. For example

• Bronze (1-Month Package): 11 Months Free
• Silver (2-Month Package): 22 Months Free
• Gold (3-Month Package): 33 Months Free

All prices displayed on this website, and quotes given over the phone includes VAT and any local taxes or fees, where applicable. Please see the Plans & Prices page for detailed Plans information.

Cancellations & Refunds

UK Recovery Team Ltd offer a satisfaction guarantee for a 14 day period, whereby you may cancel your Maintenance Plan within this period and receive a full refund. Please visit our Cancellations & Refunds page for more information or call 02081 459 171.

Reporting Faults / Asking for Help

1. If your protected product(s) suffers a mechanical breakdown (i.e an electrical or mechanical issue which prevents the proper function), you must contact our customer services team immediately on 02081 459 171 to report the problem. You may be referred to an online support team who will advise if the problem can be fixed over the phone, or a technician visit will be necessary. Please hold all relevant information such as user manuals, make/model information and serial numbers when you call (where applicable) to help us find a solution as quickly as possible.
2. If an engineer is to attend your property to inspect the product/attempt a repair, we will notify you in a reasonable time-frame to arrange his/her visit.
3. We may, at our discretion, deem the product to be unrepairable and will work with you to settle on a replacement solution.

Complaints

While we always try our best to provide the best service possible, you can make a formal complaint by following this procedure:

If you would like to make a complaint about the service you have received or an interaction with a member of our team, please do so in writing by sending an email to [email protected]. A representative will evaluate your complaint and try to make it right. Customer service is very important to us. If the representative fails to satisfy your request, or a resolution was not made, you may request that the complaint be escalated to the management. Please also make this request in writing to [email protected]. If you believe that the complaint has not been satisfied by either our representative nor a senior management member, you may make a formal complaint to your nearest Trading Standards office who will advise and assist you moving forward. Please ensure that you have completed steps 1 and 2 of this procedure beforehand.

This service is not regulated by UK Insurance laws and this also means that if you have any complaint relating to this service, you will not have the right to refer the complaint to the Financial Ombudsman Service.

Privacy and GDPR Compliance

In order to provide this service efficiently, UK Recovery Team Ltd may need to share your personal information with its network of engineers as and when required. Examples of data that UK Recovery Team Ltd may share are:

• Your Name
• Your Address
• Your Telephone Number
• Details of your Protection Plan

UK Recovery Team Ltd will ONLY share this information with trusted partners where a callout or engineer's visit is required. UK Recovery Team Ltd NEVER share your personal information to any other third party, nor will it share your financial information or other details not relevant to the Engineer's visit.

To learn more about Data Protection and how we store and process your data, please see our Privacy Policy.