Terms & Conditions

These Terms and Conditions ("Terms") govern the provision of home protection plans by Aurex Plan Ltd ("Aurex Plan", "we", "us", "our") to the customer ("you", "your"). By purchasing a service plan from Aurex Plan Ltd, you acknowledge that you have read, understood, and agree to be bound by these Terms. This is a service agreement for maintenance and repairs and is not an insurance policy.

1. Introduction

These Terms govern the relationship between Aurex Plan Ltd and the customer. Please read them carefully before purchasing a plan.

2. Definitions

• Plan: A subscription-based service agreement provided by Aurex Plan Ltd covering specific home systems or appliances.
• Property: The residential address registered under the service plan at the time of purchase.
• Engineer: A qualified and approved technician appointed by Aurex Plan Ltd to carry out repair or maintenance services.
• Breakdown: A sudden and unforeseen mechanical or electrical failure which prevents a covered appliance or system from functioning properly.

3. Eligibility

To purchase and maintain a plan, you must meet the following criteria:

• The property must be a residential address located within the United Kingdom.
• The customer must be 18 years of age or older.
• The property must be used primarily for residential purposes and not for commercial gain.
• All systems or appliances must be in good, working condition at the start of the policy.

Aurex Plan Ltd reserves the right to inspect systems or request maintenance records before accepting cover.

4. Coverage

Coverage is determined by your specific selected plan. Services include:

• Appliance Protection: Repair of domestic appliances including washing machines, dishwashers, refrigerators, ovens, and tumble dryers.
• Boiler Protection: Includes breakdown repair, parts replacement, labour costs, and annual boiler servicing (where specified in the plan).
• Plumbing and Drainage: Includes repairs for pipe leaks, blocked sinks, toilet issues, water pressure failures, and emergency drainage clearance.

5. Exclusions

The following are strictly excluded from coverage:

• Pre-existing faults or issues that occurred prior to the plan start date.
• Cosmetic damage (scratches, dents) that does not affect functionality.
• Damage caused by misuse, negligence, or accidental damage.
• Structural building work, pest infestations, or commercial property use.
• Damage resulting from floods, fire, lightning, or other natural disasters.
• The replacement of entire systems or appliances unless specifically authorised by us.

6. Service Requests

Customers must report issues promptly via our customer service line, online portal, or email support. Once a claim is approved, an approved Engineer will be dispatched. Appointment times will be arranged directly with you. Emergency services will be prioritised based on severity.

7. Monthly Subscription & Payments

The customer agrees to pay the subscription fee associated with their selected plan via Direct Debit, Debit card, or Credit card. Failure to maintain payments may result in the immediate suspension or cancellation of coverage and any pending service visits.

8. Excess Fees

Certain plans require a service excess payment (typically ranging between £50–£100 per claim). This fee must be paid and cleared before an Engineer visit is confirmed.

9. Cooling-Off Period

Under UK consumer law, you have the right to cancel within 14 days of purchase. If no service has been provided or requested during this period, a full refund will be issued. If a service visit has occurred, we reserve the right to deduct the cost of the service from any refund.

10. Cancellation

You may cancel your subscription at any time by contacting us. We may cancel the agreement if payments are missed, fraudulent claims are made, or these Terms are violated. No refunds are provided for services already delivered.

11. Liability

Aurex Plan Ltd shall not be liable for indirect or consequential losses, loss of income, or property damage beyond the direct repair service provided. Our total liability shall not exceed the actual cost of the repair covered under the plan.

12. Data Protection

Aurex Plan Ltd complies with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Your information is used solely for service delivery, payment processing, and customer support. We do not sell personal data to third parties. See our Privacy Policy for full details.

13. Amendments

We reserve the right to update these Terms and Conditions at any time. Customers will be notified of any material changes via email or through our website.

14. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of the United Kingdom.

Customer Responsibilities

By subscribing, you agree to:

• Provide clear access for Engineers to carry out repairs.
• Maintain equipment according to manufacturer guidelines.
• Refrain from making false or misleading claims.

Claims Policy

Breakdowns must be reported promptly with accurate information. You must only use Engineers approved and appointed by Aurex Plan Ltd; any unauthorised repairs carried out by third parties will invalidate your claim.

Complaints Procedure

If you are dissatisfied, please contact our Customer Service Department. Complaints will be acknowledged within 5 working days and investigated thoroughly to provide a resolution.

Contact Us

Aurex Plan Ltd — Customer Support
Email: support@aurexplan.co.uk
Phone: 0333 759 5203