Terms & Conditions

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ProteqtPlus Home Service Plan Terms & Conditions

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These Terms & Conditions, along with your plan schedule, form a fixed-term contract between you and ProteqtPlus Ltd (P+). Some sections may not apply to you, so please read carefully alongside your schedule to fully understand your plan. If you have any questions or need to make changes, contact us at:

Post: ProteqtPlus Ltd, 128 City Road, London, EC1V 2NX
Email: hello@proteqtplus.com
Telephone: 020 335 52822

 

Plan Overview

Your plan ensures your home remains operational by covering a range of services that can be requested anytime. We maintain domestic appliances and home technology, offering inspections, maintenance, repairs, replacements, and upgrades. We also restore essential services that impact your health and security. Consider us your home’s service provider—if something breaks, we fix it within the scope of these terms.

This plan is a contract for services and is not regulated as insurance under the Financial Services Compensation Scheme.

 

Key Information

What’s Included

• Your plan covers the assets and essential services listed in your schedule.

• Domestic appliances & home technology have a £1000 contribution limit per incident.

• Essential services have a £500 contribution limit per request.

• You can make unlimited service requests during the plan period.
  
   

How to Request a Service

• For life-threatening emergencies, dial 999 immediately.

• For gas leaks, contact the National Gas Emergency Service at 0800 111 999.

• To report an issue with your covered assets, contact our Helpdesk.

• Only pre-approved work is covered under your plan.

• We may attempt to resolve issues remotely before scheduling an engineer visit.

• If replacement is required, we may offer a direct replacement or a cash contribution for an upgrade.
  
   

Service Period

Your plan starts and ends as per your schedule. If purchased online, a 28-day exclusion period applies before you can request services unless you provide proof of previous coverage.

• If you miss a payment, services will be suspended until payments are up to date.

• We may terminate your plan if you breach the agreement, causing significant prejudice to us.

• We reserve the right to cancel your plan with 14 days’ notice and provide a pro-rata refund.
  
   

How to Cancel

• Contact us via phone, email, or post.

• Direct Debit cancellations without informing us may result in attempts to recover missed payments.

• You have 14 days from receiving documentation to cancel and receive a full refund, provided no claims have been made.

• After the cooling-off period, cancellations require 30 days’ notice and will receive a pro-rata refund, unless services have already been provided.
  
   

Domestic Appliances & Home Technology

What’s Included

• Unlimited service requests during the plan period for listed assets.

• Inspections, maintenance, repairs, and replacement options for unrepairable assets.

• Maintenance inspections for washing machines, ovens, fridges, dishwashers, and more, even if not listed in your schedule.
  
   

What’s Not Included

• Repairs for assets still covered by manufacturer or supplier guarantees.

• Damage to glass or ceramic surfaces.

• Electrical supply, gas, broadband, or content services.
  
   

Essential Services

Water Supply

Included: Repairs due to leakage, collapse, or blockage from your main stopcock to the public or shared supply pipe.

Not Included: Lead pipes, shared water supply, frozen sections without visible leaks, and landscaping costs.

 

Plumbing

Included: Repairs to internal pipes, storage tanks, boiler, shower leaks, and central heating failures.

Not Included: External plumbing, cosmetic issues, underfloor heating, and non-essential fixtures.

 

Drainage

Included: Repairs for blockages and leaks within your property’s boundaries.

Not Included: Shared drainage, soakaways, and landscaping costs.

 

Gas Supply

Included: Repairs to leaks between the meter and gas appliances.

Not Included: Gas leakage from appliances and non-critical incidents.

 

Electricity Supply

Included: Repairs for complete electricity failure to your home.

Not Included: Non-essential fixtures, unpaid electricity disconnections, or decorative electrical items.

 

Pest Contamination

Included: Pest control services for brown rats, black rats, mice, wasps, and hornets.

Not Included: Infestations due to lack of preventative measures, non-listed pests, and structural damage.

 

Keys & Locks

Included: Replacement locks and keys for the sole external door when access is lost due to theft (crime reference number required).

Not Included: Lost keys that do not compromise security, structural damage, or keys not reported stolen.

 

Windows

Included: Replacement of cracked or broken window glass.

Not Included: Cosmetic damage, upper-level window access, decorative window features.

 

Alternative Accommodation

Included: If your home is unfit for occupation for more than 48 hours, we will cover hotel costs for up to three nights.

Not Included: Non-essential accommodations, extra charges beyond room fees.

 

General Conditions

• Your plan starts once documents are issued and payment is received.

• If you pay by Direct Debit, failure to pay may result in service suspension or plan cancellation.

• You must:

  • Be 18+ and a UK resident.

  • Ensure appliances are in working order at plan start.

  • Perform normal maintenance as per manufacturer guidelines.

  • Provide access to your home for services.

  • Use covered assets for domestic purposes only.
    
     

General Exclusions

• Assets not listed in your schedule.

• Pre-existing issues.

• Cosmetic damage or wear and tear.

• Repairs without prior authorization.

• Manufacturer recalls and modifications.
  
   

Changes to Terms & Conditions

We may update these terms at any time for legal, regulatory, or service-related reasons. We will provide notice of significant changes, allowing you the option to cancel if you disagree.

 

Complaints & Contacting Us

For assistance, contact our Helpdesk at 020 335 52822 or hello@proteqtplus.com.

If you have complaints, we aim to resolve them quickly. If unresolved, you can escalate concerns to Trading Standards or Citizens Advice.

 

Data Protection & Privacy

We process personal data to manage your plan and services. Your data will not be shared outside the UK/EEA without appropriate safeguards. Full details are in our Privacy Policy.

To request a copy of your data or to make corrections, contact us at hello@proteqtplus.com.

 

Company Information

ProteqtPlus Ltd is a registered company in England and Wales.

Registered Address: 128 City Road, London, EC1V 2NX.

For additional support, contact us via phone, email, or post.