Frequently asked questions

So what does your service plan actually cover?

Our silver warranty cover includes mechanical breakdown but excludes any accidental damage.

What costs are paid for?
(This excludes Small Domestic Appliances).

All costs including call out, labour, transportation and replacement parts (unless the parts are covered by the manufacturer and then the manufacturer will undertake the service without cost to yourself) and VAT are paid for.

Who will be carrying out any repair?

This will be provided by our repair centre and organised by ourselves.

What happens if my product cannot be repaired?

If this does happen when we determine the product is beyond economic repair then there is a replacement benefit in place.

What exclusions are there to the policy cover?

There is exclusions to the cover offered and this includes batteries, accidental damage, misuse, tuning, fire, theft, frozen food. Some of these may be covered under your household insurance such as accidental damage, theft, fire and frozen food.

What happens if I am compensated for a total loss?

When we compensate you for a total loss your cover will end but no refund will be provided.

Our service plan is subject to English law and none of the conditions detailed affected your normal statutory rights which are provided by the sale of goods act.

We offers you

  • Protection against service charges so you don’t receive any unexpected bills
  • Unlimited number of repairs
  • If your product is beyond repair we will provide you with a generous allowance.
  • A simple claims procedure, simply give us a call or send us an email to customerservices@warrantyreg.org and we will do the rest.

Our extended warranty options are for 3 or 5 year terms and are offered on most products. (3 and 5 year terms included the standard 1 year manufacturer’s warranty). Your cover begins from the date of delivery of your goods to you and once your details have been verified we will send you your full policy documentation as soon as possible should you need to make a claim.

You can additionally purchase retrospective cover up to 3 months after delivery to you has been made. If you would like to purchase this cover then please contact one of our sales team on 01204 324 325 or by email to customerservices@warrantyreg.org

With our warranty plans you are given full peace of mind for the duration of your cover as whilst manufacturers provide their own guarantee with confidence which is usually for 12 months, what about after this time?

So with our plan you are covered providing you with an economic way to protect yourself from expensive repair bills with a single payment without having to worry about the cost of repair to yourself or having to replace the product.

Service plan and conditions

What is covered:Following mechanical or electrical breakdown of the product we will cover the cost of the repairs (excluding replacement or replacement parts when the manufacturer provides their own long term parts guarantee)
Limits of Liability:Our liability regarding any one repair will not exceed the current value of the product minus any depreciation.
The Product :The item purchased by you to be used at one address by yourself which will be identified on your policy schedule.
Current Value: Is the lowest value reasonably available.
Depreciation: To allow for this the value of the item is reduced by 10% for each full year or part year since the purchase date to a minimum of 30%.

General Policy Conditions

Private Domestic Use: Our warranty plan is limited to the product(s) which will be detailed on your policy schedule/service plan certificate at the designated address within the UK, Channel Islands or the Isle of Man by yourself or family members.
Transferring your policy: Your policy cannot be transferred to another person without getting our written consent so in this instance please contact us to arrange for this.
Notice of claims: Any claim you wish to make needs to be notified to us as soon as possible but within your period of policy cover.

Termination of the policy

Your plan will terminate automatically if any of the following conditions are met.

  • Immediately without a refund in the event of fraud or attempted fraud.
  • When you have made a claim and we replace your product or provide you with a settlement.

Arranging a repair: If your product covered by your plan has a fault, please ensure you check any plugs, fuses and the manufacturers operating manual before contact us as if no fault is found then you will be liable for any call out costs. If the fault carries on then please contact us for further details as we may ask you to carry out some further tests and/or arrange a service call out.

Customer support/Customer Care: We take pride in the level of customer service that we offer to all of our customers at all times. We do understand that at times problems may occur but we aim to resolve any issues you may have to your satisfaction. If you do feel that we have not met your expectations then please contact us in writing.

Contacts

Any queries regarding your cover or service plan certificate should be made to:
TVD Holdings, Unit 29, Waters Meeting industrial Estate, Brittania Way, Bolton, BL2 2HH. Telephone number 01204 324325. Email: customerservices@warrantyreg.org
What is not covered by your policy

Breakdown due to:

a) Any willful act or neglect
b) Failure to comply with the manufacturer’s instructions for use or any required maintenance (it is most important that any regular maintenance recommended by the manufacturer is carried out, and this is particularly so where gas appliances are concerned).
c) Faulty installation or connections
d) Rust or corrosion
e) The application of an incorrect or abnormal electric supply or water supply, defects in external wiring or cabling or in the electrical or plumbing connection not forming part of the insured product.
The cost of:
a) Parts where the Manufacturer provides a long term parts guarantee.
b) Work due to Manufacturer recall of the covered product
c) General maintenance, adjustments, resetting of controls, tuning, cleaning such as recording heads, soap dispensers, gas burners and the like.
d) Accessories and consumable items. This includes but is not limited to batteries, styli, light bulbs, disposable bags, filters, brush bars, belts, leads, rewinds, plugs, terminal connections, and computer software.
e) Repairs to computer peripherals which are not listed on the schedule
f) Accessories and other items not affecting the normal usage of your product.
g) Call out charges where no fault is found with your product or a fault not covered by this Service Plan
h) Replacing your product because replacement parts are no longer available. In which case your product will not be deemed beyond economical repair but we will pay you (or your repairer) the last published price for the part(s) plus the normal labour charge for the fitting.

Compensation for loss of use or any consequential loss whatsoever.
Repair to damage caused by scratching or denting or from the direct application of a tool, nor to interior or exterior paintwork or casing
Damage ensuing from faulty software or programming or reprogramming.
Damage caused by theft or attempted theft, fire, lightning, flood, ingress of moisture, or other risk which would be covered by normal Household Insurance

The cost of:
a) Rectifying any blockages and damage caused by any foreign body.
b) Gaining access to or replacing the product from or to any housing or fittings.
c) Realignment of aerials and satellite dishes or removal of debris from or weather damage to satellite dishes.
d) Disposal of your product or any failed component part following repair or replacement