Gold Cover Terms & Conditions

GOLD COVER TERMS AND CONDITIONS
The SQUARE DEAL GOLD service plan is provided by SQUARE DEAL T/A Square Deal On Line(from hereon referred to as ‘the company’) and the person entering this agreement (from hereon referred to as ‘the customer’). Square Deal resides at Unit 5 Thames Industrial Estate, High Street South, Dunstable, Beds LU6 3HL United Kingdom. Full terms and conditions can be found at www.squaredealonline.co.uk.

OVERVIEW
The SQUARE DEAL GOLD service plan covers the customer’s product against breakdowns, accidental damage, repairs and replacement as explained below.

UNLIMITED REPAIRS TO YOUR PRODUCT
There is no limit to the number of repairs the customer can request for the product covered under this service plan, unless this agreement has been terminated by either party or if this agreement ends following a replacement of the product covered by this service plan.

BREAKDOWN OF YOUR PRODUCT
If the customer’s product breaks down (due to mechanical and/or electrical faults) within the

manufacturer’s parts and labour guarantee period, the company will arrange for the manufacturer to send out an engineer (chosen by the manufacturer) in the first instance. The company may at Its discretion decide whether to approve a repair using its own network of approved repair engineers. The approved repair engineer will be chosen by the company. If the customer’s product breaks down (due to mechanical and/or electrical faults) after the end of the manufacturer’s parts and labour guarantee period, the company will try to resolve the problem over the telephone. If the company is not able to resolve the problem it will, in its discretion, decide whether to

approve a repair using its own network of approved repair engineers. The approved repair engineer will be chosen by the company. The company may, in its discretion, decide to replace or pay some or all the cost of replacing the customer’s product. In all cases subject to these terms and conditions.

ACCIDENTAL DAMAGE
If the customer’s product suffers damage caused by accident (i.e. physical damage because of a sudden cause so that the product is no longer in a good working order), during and after the manufacturer’s parts and labour guarantee period, the company will try to resolve the problem over the telephone. If it is not able to resolve the problem it will, in its discretion, decide whether to approve a repair using its own network of approved repair engineers. The approved repair engineer will be chosen by the company. The company may also, in its discretion, decide to replace or

pay the cost of replacing the customer’s product. In all cases subject to these terms and conditions.

REPLACING YOUR PRODUCT
The company may, in its discretion, decide to replace the customer’s product through a tiered system for compensation. In such cases, the customer may be required to pay a contribution towards the new appliance (please refer to the ‘Additional Information’ section of our website for more information). The company will try to replace the customer’s product

with one of the same/similar make and with the same/similar technical specifications. The company reserves the right to provide the customer

with vouchers, instead of a replacement product, which the customer may use towards the purchase of a new product which they may source themselves. In such cases, the vouchers will be from a retailer of the company’s choosing. If the company decides to replace the customer’s

product, or pay the customer a contribution towards it, the customer’s SQUARE DEAL GOLD service plan will be amended by the company to cover the new product. At this point cover for the replaced product will cease with immediate effect. The customers SQUARE DEAL GOLD service plan will continue as normal until cancelled by the customer or the company. The customer must pay the supplier for any applicable delivery charges. This will vary depending on the product type, make and model of the customer’s replacement product. The company can tell the customer the exact cost when both parties discuss any replacement products. The customer will be responsible for installing the new replacement product and for any related costs such as disposal of the customer’s old product.

EXCLUSIONS AND LIMITATIONS
The following are the main exclusions and limitations of the SQUARE DEAL GOLD service plan:

• Costs for repeated call-outs to the same and/or similar reported fault(s) to the product, where no fault is found.

• Approved repairs within the first twelve (12) months of this agreement where the cost of repair exceeds that of the maximum repair value of each repair inclusive of VAT. In such cases the company may, at its discretion, terminate this agreement and refund the customer all fees paid under this agreement. Alternatively, the company may at its discretion offer the customer the option to pay the overage monies plus a service fee over this amount to proceed with the repair and prevent terminating this agreement (please refer to the ‘Additional Information’ section of our website for

more information).

• General maintenance of the product, servicing of any kind, and re-gassing.

• Any repairs carried out to the product at an address different to the one listed on the customer’s service plan.

• Any loss, or costs, arising from not being able to use the product for e.g. loss of food because of a fridge freezer breakdown, or any incidental costs for e.g. costs to remove or reinstate the product.

• Any damage which does not affect the good working order of the product such as cosmetic damage.

• Any loss, damage, or the good working order of the product caused by animals, plants or trees.

• Any loss, damage, or 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, high or low temperatures which are considered abnormal, corrosion, problems arising from plumbing, chemical exposure, explosion, radiation, terrorism, insurrection, sabotage, evolution, war, armed conflict, civil commotion, riot, rebellion, technical hazards for e.g. 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.

• The cost of replacing any accessories or consumables e.g. light bulbs.

THINGS TO REMEMBER
Please note the following conditions apply to this service plan:

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

• The product under this agreement must be in good working order when this service plan starts or the customer must make the company aware if this is not the case.

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

• The product must be used and kept at the address given to the company under this agreement. Should this change, the customer must notify the company immediately.

• The product must be easily accessible, meet all safety standards, and be safe to work on. If not, the customer must carry out any work required to make the product easily accessible, meet all safety standards, and be safe to work on.

REQUESTING A REPAIR TO A PRODUCT
If the customer’s product breaks down (due to mechanical and/or electrical faults) rendering the

product beyond good working order the customer must notify the company as soon as possible via telephone. The telephone number will be shown in the customer’s ‘SQUARE DEAL GOLD Certificate of Cover’ document.

DURATION OF THIS SERVICE PLAN
The SQUARE DEAL GOLD service plan will begin on the ‘start date’ and continue until the ‘renewal date’ as shown on the customer’s ‘SQUARE DEAL GOLD Certificate of Cover’ document. Before the plan ends the company will write to the customer about renewing the plan. The fee payable at renewal may increase or decrease. If the customer pays via Direct Debit the service plan will continue beyond the initial twelve (12) month period and the fees will continue to be collected on a monthly basis from the customer’s specified bank account, until the customer cancels the service plan.

HOW TO CANCEL THIS SERVICE PLAN
The customer can cancel their SQUARE DEAL GOLD service plan at any time. If the cancellation request is within the initial twelve (12) month period then the customer will become liable to pay all fees owed to the company for the full initial twelve (12) month period immediately, and all benefits of this service plan will cease with immediate effect. If the cancellation period is after the initial twelve (12) month period then the customer must give the company one (1) full calendar month notice for

e.g. if the cancellation request is submitted on the 16th of May the service plan will end on the 30th of June, and all fees owed by the customer to the company must be paid in full up until this period.

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, the customer may cancel this service plan and the company will refund all fees paid. If the customer has utilised any products or services offered by the company under this agreement, within this time, the company reserves the right to recover all associated fees from the customer.

BREACH OF THIS AGREEMENT
If either party fail to comply with the terms and conditions set out in this agreement, the other party

reserve 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 the company. The address of the company is at: Unit 5, Thames Industrial Estate, High Street South, Dunstable, Bedfordshire, LU6 3HL United Kingdom.

HOW TO COMPLAIN
If the customer wishes to complain or the customer is not happy with the service provided by the company, or any companies acting on the company’s behalf, the customer should contact the company via telephone as shown in the ‘SQUARE DEAL GOLD Certificate of Cover’ document. Alternatively, the customer can write to the company at: SQUARE DEAL GOLD COVER, Unit 4, Thames Industrial Estate, High Street South, Dunstable, beds, LU6 3HL, United Kingdom.