Last updated: 01-01-2026

These Terms & Conditions (“Terms”), together with any plan schedule, booking confirmation, quotation, or service description, form a legally binding agreement between you (“you”, “your”, “customer”) and Protect And Care Services Limited (“we”, “us”, “our”).

Please read them carefully before purchasing or using our services.

1. ABOUT US

Protect And Care Services Limited
Registered in England and Wales
Registered Office: 128 City Rd, London, EC1V 2NX
Email: info@protectandcareservices.co.uk

We provide domestic appliance repair services and optional service / maintenance / care plans to UK households only.

2. IMPORTANT LEGAL STATUS (NOT INSURANCE)

Our services and care plans are:

• Contracts for services only
• Not insurance products
• Not regulated by the Financial Conduct Authority (FCA)
• Not covered by the Financial Ombudsman Service

Nothing in these Terms creates an insurance policy, guarantee, or warranty.

3. DEFINITIONS

• Appliance – A domestic appliance listed in your booking or plan schedule
• Repair – Work carried out to restore an appliance to working order
• Replacement – Supply of an alternative appliance at our discretion
• Plan / Care Plan – A fixed-term service or maintenance plan
• Schedule – A document or confirmation listing covered appliances
• Service Period – The duration of a repair booking or plan term
• Engineer – An approved subcontractor or Service provider by us
• Payment – A recurring/upfront payment collected via Bacs DD or Debit/Credit Card

4. BOOKING & CONTRACT FORMATION

4.1 A service request or plan purchase becomes binding only when we issue written confirmation, a plan schedule, or commence service.

4.2 We reserve the right to refuse, cancel, or reschedule bookings for any lawful reason.

5. SERVICES WE PROVIDE

5.1 One-Off Repairs

We provide one-off appliance repairs subject to availability, access, safety, and these Terms.

5.2 Service / Care Plans

Plans apply only to appliances listed on your schedule and only during the service period.

6. WHAT IS INCLUDED (PLANS ONLY)

Depending on your plan:

• Periodic appliance checks (in-person or remote)
• Diagnostic support
• Repair or replacement at our discretion
• Ongoing technical guidance

We may attempt remote resolution before arranging an engineer visit.

7. REPAIRS & REPLACEMENTS

7.1 All decisions to repair or replace are made entirely at our discretion.

7.2 Replacement appliances will be of same or similar specification, not necessarily identical.

7.3 No guarantee is given as to the value, brand, or features of any replacement.

7.4 Delivery, installation, modification, and disposal costs are your responsibility, unless agreed otherwise in writing.

8. PRE-EXISTING FAULTS

Appliances with pre-existing faults are excluded unless we have explicitly agreed to cover them in writing prior to plan commencement.

9. WHAT IS NOT INCLUDED

This includes (but is not limited to):

• Appliances not listed on your schedule
• Manufacturer warranties or recalls
• Cosmetic damage
• Consumables and non-essential parts
• Screens, software, glass, or ceramic damage
• Installation defects or unsafe access
• Utility supply failures
• Hard-water or environmental damage
• Callouts where no fault is found
• Commercial or non-domestic use
• Issues during suspension for non-payment

10. CUSTOMER RESPONSIBILITIES

You must:

• Be over 18 and a UK resident
• Use appliances domestically at the stated address
• Maintain appliances per manufacturer guidance
• Provide safe and clear access
• Disclose relevant information honestly
• Keep payment details up to date
• Allow reasonable access for engineers

Failure may result in refusal or suspension of service.

11. PAYMENTS

11.1 Payment Methods

We accept:

• Direct Debit
• Debit / credit cards
• Annual upfront payments
• Monthly Direct Debit plans

11.2 Direct Debit Authorisation

By providing bank details, you authorise us to collect payments by Direct Debit.

Missed payments may result in:

• Service suspension
• Retry of payment
• Outstanding balances remaining payable

12. THE DIRECT DEBIT GUARANTEE

The Direct Debit Guarantee applies:

• Advance notice will be provided of changes
• Errors entitle you to an immediate refund from your bank
• You may cancel a Direct Debit at any time via your bank (please also notify us)

13. SERVICE PERIOD & EXCLUSION

Plans run for the fixed term stated on your schedule.

An initial exclusion period may apply unless evidence of prior continuous cover is provided.

14. CANCELLATION & REFUNDS

14.1 Cooling-Off

You may cancel within 14 days of receiving plan documents for a full refund if no service has been used.

14.2 After Cooling-Off

• Plans may be cancelled with notice
• Pro-rata refunds apply unless a repair or replacement has occurred
• Appliances that have received a repair or replacement cannot be cancelled

14.3 One-Off Repairs

For repair bookings:

• Cancellations before a visit may be refunded at our discretion
• Once a repair visit has taken place, no refund is due except where required by law

15. RENEWALS

If paying by Direct Debit or automatic card payment, plans may renew unless you notify us at least 7 days before expiry.

We reserve the right not to offer renewal.

16. SUSPENSION & TERMINATION

We may suspend or terminate services for:

• Non-payment
• Unsafe access conditions
• Abusive or inappropriate behaviour
• Breach of these Terms

Suspension does not waive outstanding payments.

17. OVERSEAS OPERATIONS

Customer support and administrative processing may be carried out from India. All services remain governed by English law, and appropriate safeguards are applied.

18. DATA PROTECTION

Personal data is processed in accordance with our Privacy Policy , available on our website.

19. VULNERABLE CUSTOMERS

We provide additional support in line with our Vulnerable Customer Policy .

20. LIMITATION OF LIABILITY

• We are not liable for indirect or consequential loss
• Our liability is limited to the amount paid for the relevant service
• Nothing limits liability for death or personal injury caused by negligence

21. CHANGES TO THESE TERMS

We may update these Terms to comply with law or improve services. Where possible, notice will be given.

22. CONSUMER CONTRACT RIGHTS

You are entitled to receive a copy of these Terms in a durable medium upon request, in accordance with the Consumer Contracts Regulations.

23. GOVERNING LAW

These Terms are governed by English law, and English courts have exclusive jurisdiction.