Terms & Conditions

1 Introduction

These Terms & Conditions govern all services provided by SORT TO FIX UK LTD, including:

• Home Appliance Repair & Maintenance Cover Plans
• Home Improvement & Furniture Repair Cover Plans

By purchasing or using our services, the customer agrees to the terms set out in this document.

2 Service Coverage

2.1 Home Appliance Cover Plans

Covers inspection, diagnosis, repair and maintenance of household appliances, including (where applicable):

Washing Machine | Tumble Dryer | Washer Dryer | Television | Satellite System | Fridge Freezer | Fridge | Freezer | American Fridge Freezer | Chest Freezer | Electric Cooker | Electric | Oven | Hob | Range Cooker | Dishwasher | Microwave | Vacuum Cleaner

All services are provided by qualified, insured engineers.

2.2 Home Improvement & Furniture Repair Services

Includes but is not limited to:

• Upholstery Repairs & Fabric Restoration
• Chair, Sofa, Table & Cabinet Restoration
• Structural Furniture Repairs
• Wood Refinishing & Polishing
• Interior Piece Restoration & Repair
• Surface Restoration & Re-Polishing
• Replacement & Re-Fitting of Damaged Parts
• Value-Focused Repair & Life-Extension Service

All work is carried out to a professional workmanship standard.

3 Contract Start Date

The agreement begins from the purchase date stated in the Welcome Pack / Invoice.

4 Claims Policy

4.1 Unlimited Claims for HOME APPLIANCES COVER PLANS

Customers may make multiple claims during the agreement period, provided:

• Payments are up-to-date
• The agreement remains valid

4.2 Repair First Policy

Where possible, SORT TO FIX UK LTD will:

• Diagnose the fault
• Attempt repair using approved parts
• Provide honest recommendations where repair is not suitable

4.3 If the Appliance Cannot Be Repaired

If our engineer confirms that repair is:

• Not technically viable, or
• Not cost-effective

Then the customer will be offered one of the following (based on eligibility):

• Replacement of the appliance/item (like-for-like where possible), or
• Cash settlement of up to £1,000 toward a replacement

The decision will be based on:

• Age and condition of the item
• Market value at time of claim
• Service history and usage condition

The settlement value will be confirmed in writing.

4.4 What is Not Covered

The agreement does not cover:

• Appliances still under manufacturer warranty
• Pre-existing faults prior to plan purchase
• Accidental or deliberate damage
• Cosmetic damage not affecting functionality
• Commercial use or misuse
• Non-domestic installations

Full exclusions are detailed in the policy schedule.

5 Payments & Billing

Customers may choose:

• Monthly Direct Debit instalments, or
• Cheque Payment - Services will begin after cheque clearance. Cheques must be sent to the registered address provided.
• Annual single-payment option, or
• Credit Cards

Payment details will be confirmed at the time of enrolment.

Failure to make payments may result in:

• Suspension of service
• Cancellation of cover

Invoices and agreements are provided via email or delivered to residence upon request.

6 Security, Payments & Data Protection

Your security and privacy are our highest priority. We are committed to safeguarding customer information and ensuring that all transactions are processed securely and in accordance with applicable UK regulations.

• Secure Payments (PCI-DSS Compliance)
  All payment transactions are processed through PCI-DSS compliant payment gateways and secure networks. We do not store or retain sensitive cardholder data on our systems.
• SSL Encryption
  All online payments and data transmissions are protected using SSL (Secure Socket Layer) encryption, ensuring personal and financial information is securely encrypted during transmission.
• UK GDPR & Data Protection
  We fully comply with the UK General Data Protection Regulation (UK GDPR) and applicable data protection laws. Customer data is collected, processed, and stored lawfully, fairly, and transparently.
• Fraud Prevention & Verification
  Verified mandates, validation checks, and fraud prevention controls are applied to minimise the risk of unauthorised or fraudulent transactions.
• Data Confidentiality
  All personal and payment-related information is treated as strictly confidential and is accessible only to authorised personnel or trusted third-party service providers where required.
• Ongoing Security Measures
  We regularly review and update our security practices, systems, and controls to protect against evolving security threats and risks.

7 Gateway

8 Service Quality & Guarantee

• All work is carried out by trained and insured professionals
• Replacement parts used where necessary
• Repair workmanship is quality-checked and compliant with UK safety standards

9 Cancellation Policy

The customer may cancel:

• By phone, email, or written request
• As per the notice period in the policy document

Any applicable admin fees will be explained clearly in advance.

SORT TO FIX UK LTD may cancel the agreement if:

• False information was provided
• Misuse or fraudulent claims occur
• Payments are not maintained

10 Complaints Handling

We are committed to fair, professional service delivery.

If you are dissatisfied with any aspect of our service, please contact:

Your complaint will be reviewed and handled promptly and fairly.

11 Liability & Limitation

SORT TO FIX UK LTD shall not be liable for:

• Incidental or consequential losses
• Indirect financial losses
• Delays caused by external factors (supplier delays, parts availability, etc.)

Liability is limited to services purchased and claims authorised under this agreement.

12 Trust Commitment Statement

SORT TO FIX UK LTD is committed to providing:

• Honest advice and transparent pricing
• Affordable, value-focused repair solutions
• Customer-first support
• Reliable service with clear documentation
• Hassle-free claim handling