MODERN HOME SHIELD

Terms & Conditions

• It is important for your benefit and protection that you read these terms and conditions. These and your certification, and any changes we notify you about, form your agreement with us.

DEFINITIONS

• Agreement: This contract of maintenance repair service.
• We/us/our: Modern Home Shield UK Limited, the provider of the agreement.
• You/Your: the person named on your certificate.
• Your Certificate: the personalized section of your service documentation, sent to you once you have taken out this service.

Is this cover for you?

• You must be at least 18 years old and resident in the united kingdom to be eligible.

Your product must be:

• Owned by you;
• In good working order when you take out the service.
• Located in the United Kingdom; and
• Used for personal and non-business purposes only.

Important conditions

• All information you give must be true, factual, and not misleading.
• Your product must have been installed, maintained, and used in accordance with the manufacturer’s instructions.
• Your product must be used in a private home solely occupied by a single household (at the address you gave to us).
• For products that can store data, you must ensure that your product does not contain any content that may be considered to be illegal, and if we find any content we consider to be illegal, we reserve the right to inform the relevant authorities.

Your responsibilities

You must arrange any work required to make your product accessible and compliant with all relevant safety standards and safe work on

• (as determined by our engineer). We will not do any work where these standards are not meet.

What this service agreement

• Breakdown (after the manufacturer’s guarantee)

If your product suffers a mechanical or electrical breakdown after the end of the manufacturer’s parts and labour guarantee period, we will (at our option) authorise a repair and provide you the full maintenance and repair service and if we arrange a replacement but we shall not be liable to pay the cost of a replacement product.

• Accidental damage (during and after the manufacturer’s guarantee)

both during and after the end of the manufacturer’s parts and labour guarantee period, if your product suffers accidental damage (so that the product is no longer in good working order), we will (at our option) authorise a repair and provide you the full maintenance and repair service and if we arrange a replacement but we shall not be liable to pay the cost of a replacement product.

Territorial limits

• Your product is covered for claims that occur in the United Kingdom.

How to make a claim

To make a claim please contact us as soon as possible by telephone on ​0744 145 4588 or email us at ​info@modernhomesshield.co.uk

 Repairs

• Where we authorise a repair we will pay call out charges, the cost of labour and the cost of parts (as long as these are not covered by another guarantee or warranty on the product). Only engineer’s approved by us are authorized to carry out repair under this agreement unless we agree otherwise in advance. Repair will be carried out within the engineer normal working hours (which are at least 9am to 5pm, Monday to Friday) on a date agreed with you. Please have your service documentations to hand when the engineer arrives. If we authorise a repair but are unable to find the engineer, we’ll permit you to use your chosen engineer. You will have to pay them and claim the cost back from us. Please keep a copy of your invoice to send to us.
  

Replacements

• In some situations we will arrange to replace your product instead of repairing it (for example where we cannot repair it or we decide that it is uneconomical for us to repair your product). In the circumstances. we will arrange to replace your product with one of a same or similar make and technical specification with excess fee based on your appliance and the make of the appliance.

Disposal, delivery, installation and other costs

• We will not pay the delivery charges for any replacement arranged under this contract. We will only provide you the full maintenance and repair service of the appliance.
• If your product is replaced, you will to arrange the disposal of the replaced product. We will dispose of the replaced product if it is in our possession.
• In all case you will be responsible for installing the new product and paying any related costs.

Exclusions

• We shall not be liable for:
• Claim where you have breached the important conditions or failed to comply with your responsibilities set out in this contract.
• Damage during delivery, installation, or transportation of the product by a third party who is not out agent,
• Any breakdown cost already covered by any manufacturer’s supplier’s or repairer’s guarantee or warranty on the product;
• Replacement or recall of the product (or any part) by a supplier or the manufacturer;
• Your failure to follow the manufacturer’s instructions;
• Any problem with the supply of electricity, gas, water, broadband, or broadcast content;Routine maintenance, cleaning, servicing and routine re-gassing; costs or loss arising from not being able to use your product (e.g. hirring a
• replacement), or incidental costs caused by breakdown or repair (e.g. costs to remove or reinstate built-in or fitted equipment);
• Damage to any other property or possessions, unless it is our fault;
• Cosmetic damage such as damage to paintwork, dent or scratches;
• Amyloses ,damage or impairment to functionality caused by:theft,attempted theft,neglect,deliberate damage or damage caused by animals(other than pet cats or dog),plants or tree; any loss, damage or impairment to functionality caused by; earthquake flood,lightning,fire,wind,humidity,weather conditions, salt spray, storm or other natural events or catastrophes, abnormally high or low temperatures,lumbing problems, corrosion, chemical exposure radiation,explosion,sabotage terrorism,insurrection,revolution,war riot,amed conflict, civil commotion,rebellion,man-made events or castrophes or technological hazards(such as computer viruses or data changes fault);
• Repairs, maintenancework, or use of spare parts, where not authorized by us; damage to ceramic or glass surface data loss
• The cost of replacing any accessories (such as lawnmower bells, attachments, cables and cable joints plugs, lightcover, grills, removable parts, glass and enamel parts, catalytic panel, external piping, rain covers starter connections and straps,3D glasses, brushes and lubes, or
• audio pick-up system including scanners;

Terms and conditions continued

• Duration of service agreement
• The service period begins on the start date as specified in your certificate, and continues indefinitely until cancelled or brought to an end in accordance with these terms and conditions. We will contact you by post, telephone, email, or SMS every 12 month to remind you of the benefits and the cost of your protection.

Cancellation and ending of the maintenance contract

• Cooling off period – changing you mind
• The cooling period is the fourteen (14) day period from receipt of your documentations or from the agreement start date, whichever is later.
• If your change your mind during the cooling off period you can cancel your contract and you’ll receive a refund of any amount
• paid.
• If your service automatically ends or is cancelled by us these rights do not apply (see our right to cancel your service agreement or bring it to an end below)

After the cooling period off

• If you cancel your service agreement after the cooling-off period, you will be remained in place until the end of the period for which you have already paid and you will not receive any refund.

How to cancel

• If you wish to cancel your contract, please contact us on 0744 145 4588 9 am to 4 pm,365 days a year. You can also cancel by writing to us at the addresses specified in the ‘Customer Service Detail Section’

Our right to terminate your agreement or bring to an end

• We may cancel this contract where there is a valid reason for doing so the giving you at least 7 days’ written notice. Valid reason includes but are not limited to the following:

1. Where you fail to comply with certain condition and obligation (see important condition above);
2. Where you have used threatening or abusing behaviour or language towards our staff or providers.

• In each case, you will not receive a refund of any amount paid for unused days of your contract.

Customer service details

• For customer service: call ​0744 145 4588, write to us at Modern Home Shield UK Limited, 2nd Floor college House, 17 King Edwards Road RUISLIP, London, HA4 7AE or visit our website modernhomesshield.co.uk

Calls cost up to 7 a minute plus your phone company’s access charge. Call from mobiles may cost considerably more. Lines are open, at aminimum from 9am to 4pm, Monday to Friday (accept public holidays). Calls may be recorded and monitored for quality and training purposes.

How to Complain

• If you wish to complain or you are unhappy with the service provided, please contact our Customer Services Team (see ‘Customer Services Details above)

Transferring your maintenance service

• With our permission you may transfer your service to a new owner of the product by giving us their details either over the telephone or in writing. You cannot transfer into any other item (except for replacements of your product provided under a manufacturer’s guarantee).

Changes to these terms and conditions

At any time, we may modify or replace this terms and conditions in order to:

• Comply with the law, regulations, industry guidance, or codes of practices.
• Rectify errors or ambiguities; and
• Improve the scope or nature of the protection provided to you.

After the first three years of the contract, we may modify or replace these terms and conditions for other reasons.

In all cases we will give you thirty (30) days written notice of any change that could have a material effect on your rights or obligation. The new terms and conditions will take effect from the date specified in the notice. If you do not agree with the changes, you may cancel the service by notifying us within that notice period.

What we do with your information

At Modern Home Shield we want to reassure you that we use your information both responsibly and securely to provide you with the best possible service. Below we explain what we do with your information in

• your right to your using the contact details below or visit our website on modernhomesshield.co.uk

Using your information

• We process two sets of information about you, “Personal Information” (your name, address, contact and payment details) and the “Goods Information” you provide to register your application or device (your name, address, contact and goods details). We’ll use your information:
• As necessary to fulfill our contract with you (including to recover any amounts owing).
• For our legitimate interests in; undertaking marketing (about your products and services and those of our third-party partners) by post, telephone e-mail, and/or other electronic messaging services; market research; customer surveys; printing services, checking and verifying your identity and contact details; recording your conversations for training, quality and compliance purposes; for analytics and profiling for marketing purposes; detecting and preventing crime, including fraud;
• And where required to do so by law. We may also be asked for your consent to some uses of your information.

Sharing your information

• From time to time your personal information and goods information may also be shared with other members of the Modern Home Shield group of companies and other future members of the group whose details we will notify you (“Group”), and with companies acting on our behalf or providing services to us (e.g. the companies, we use to carry out repairs. IT and mailing services, storage of paper records and telecommunication).

International transfer of your information

We may transfer your information to countries (including the US) that may not have data protection laws that provide the same level of protection as provided in the UK. Where this occurs, we use the European Commission-approved ‘Model Clauses’ as an appropriate

• safeguard to ensure that such information is adequately secured and protected.

Keep your information

• We keep your Personal Information for six years after you terminate your contract so that we can deal with any of Your goods information we keep for a bit longer, normally 10 years (the average life of an appliance) for health and safety. We also keep your information to send you marketing that you might be interested in unless we receive a request from you to opt out of marketing.

Rights to your information

• For a copy of the personal information, we hold about you.
• For a copy of the personal information, you provided to us to be sent to you or a third party in a commonly used, machine-readable format.
• To update or correct your personal information to keep it accurate.
• To delete your personal information from our records if it is no longer needed for the original purpose;
• To restrict the processing of your personal information in certain circumstances.

And you may also

• Object to us processing your personal information in which case we will either agree to stop processing or explain why we’re unable to; and where we rely on your consent, withdraw that consent at any time. Please note that the above rights are not absolute and certain exemptions apply to them.

Marketing

We, along with other members of our group may use your information to tell you about any offers, products, or services which may be of

• interest to you. We may contact you by post, telephone, e-mail, and/or other electronic messaging services. To change your marketing preference let us know by emailing ​info@modernhomesshield.co.uk or by writing to us using the contact details provided below.

Contact Details

• If you need to contact us about your information or your information rights, or to see a copy of our Model Clauses, Please write to: Data Protection Officer, Modern Home Shield UK Limited 2nd Floor College House, 17 King Edwards Road RUISLIP, London, HA4 7AE or visit our website: homesshield.co.uk and we’ll be happy to help you.

Exclusions of the third-party rights

• This agreement is only for your benefit. No rights or benefits will be given to any other third party under this contract.

Governing Law and Statutory Rights

• We will communicate with you in English and English Law will apply unless we agree otherwise with you. Nothing in these term and conditions will reduce or affect your statutory rights.

Company Information

• This is provided by Modern Home Shield UK Limited. Registered in London, Company Registration No. ​14217915. Registered Office – 2nd Floor college House, 17 King Edwards Road RUISLIP, London, HA4 7AE

For customer service: call 0744 145 4588 or mail us at info@modernhomesshield.co.uk or visit our website: modernhomesshield.co.uk

By writing to the Data Protection Officer using the contact details provided below, you have the right to ask us: