Answers made easy. We’re here to help!

Our Frequently Asked Questions are designed to give you clear, helpful answers about your Appliance Care Plan – from what’s included and how to book a repair, to payment details and care plan renewals. Whether you’re already a customer or thinking about joining us, you’ll find everything you need to know right here.

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Appliance Cover Questions

What is the Appliance Care Plan?

A smarter alternative to insurance – designed to keep your appliances in great shape!

Our Care Plan helps you look after and maintain all your home appliances, from kitchen appliances to home tech. It includes maintenance, repairs, and replacements, along with an annual health check (either in person or virtual) and expert support to keep all your appliances in good working order.

How can I purchase a care plan?

We offer an easy way for you to purchase online at any time – currently, we provide monthly payments via Direct Debit (please contact us if you wish to pay annually or quarterly via Direct Debit). However, we understand you may prefer to speak to one of our friendly sales advisors, based in our lovely offices in the sunny coastal town of Bournemouth. Just give us a call on 0800 652 6789 – we’re here Monday to Friday, 9am to 6pm, and Saturdays and Bank Holidays, 10am to 4pm.

Is my home appliance too old to be included in a plan?

We don’t place age limits on appliances – as long as your appliance is in good working order, it will be covered.

What if my appliance can’t be repaired?

Whether it’s your washing machine, TV, hairdryer or sound system, if any of your home appliances cannot be repaired or is beyond economical repair, we will look to replace it free of charge.

Can I upgrade my appliance if it can’t be repaired?

Yes. If you want to upgrade to a higher spec, you can just pay the difference in cost between the current appliance and the higher-spec appliance.

How do I schedule an annual health check for my appliance, or arrange a repair callout?

Requesting an appliance health check or repair couldn’t be easier – just call our UK based Helpdesk on Freephone 0800 652 6789. If your appliance is broken, we’ll endeavour to resolve the issue over the phone, and if that’s not possible, we’ll arrange for a trusted appliance engineer to visit your home.

How long does it take for an engineer to come out?

We aim to have an appliance engineer get in touch with you within 48 hours. They’ll arrange a suitable time to visit and carry out the necessary work as quickly and efficiently as possible.

Do I have to pay for parts and labour?

No, you won’t need to pay for parts or labour – it’s all included in your Appliance Care Plan.

Is there anything to pay when I book a callout?

No, we offer unlimited support and unlimited callouts – it’s all included in your care plan.

When will I receive my welcome pack?

You should receive an initial confirmation email within 10 minutes. If you’ve chosen to receive your Appliance Care Plan documents via email, these will be sent to you within the next few working days. If you’ve opted for post, you should receive the documents within 5 working days, depending on Royal Mail delivery times (please allow extra time during holiday periods such as Christmas, New Year, and Easter).

What happens when my plan is up for renewal?

When your cover is due for renewal, we’ll send you a reminder via your chosen contact method (email or post). If you’re happy to continue, there’s nothing you need to do – your cover will renew automatically.

What payment system do you use and are my details safe?

Yes – whether you pay by Direct Debit or card, your details are secure. Direct Debit payments are handled securely by our trusted partner, Bottomline, and you are protected by the Direct Debit Guarantee. If you pay by card, your details are tokenised at the point of entry by our PCI-compliant payment partner. This means we never store your full card details, so you can rest easy knowing your information is protected.

I’ve lost my cover documents, where can I obtain a copy?

No problem! Just let us know via our form fill on the Contact Us page or call our Helpdesk on Freephone 0800 652 6789, and we’ll be happy to email or post a copy to you.

How do I change my details?

We understand that things change! If you need to update your bank details, address, or anything else related to your care plan, just let us know via our form fill on the Contact Us page or contact our Helpdesk on Freephone 0800 652 6789.

General FAQS

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Unlimited Support

With our home Appliance Care Plan, should your any of your home appliances break down, we’ll look to send an engineer to repair it. You can also contact our helpdesk, or browse articles and guides online.

Annual Health Check

Every year, we actively offer a health check for each home appliance on your care plan. This may include in-person or virtual inspections and diagnostic checks to ensure all your appliances remain in great shape.

Free Replacements

If your appliance can’t be repaired or is beyond economical repair, we will look to replace it with one of the same or a similar specification at no cost to you.

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No Hidden Costs

What you see is what you get: no excess fees, affordable pricing, free repairs, and free replacements. Proactive appliance care with absolute peace of mind!

Expert Appliance Engineers

Trusted appliance engineers local to you with decades of combined experience. With no callout fees, parts, or replacement costs, our service reflects a commitment to quality and customer satisfaction.

What’s Covered

Flexible coverage for white goods, brown goods, and home tech. From washing machines to microwaves to audio systems, our care plan helps extend the life of all your home appliances.

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