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 Care Plan FAQs

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?

Your payment details are handled securely. Whether you choose Direct Debit or card, everything is processed through trusted, secure partners. Direct Debit payments go through Bottomline and are covered by the Direct Debit Guarantee, giving you an extra layer of protection. If you pay by card, the information you enter is immediately tokenised by our PCIA compliant payment provider, which means we never see or store your full card details at any point. So whichever way you choose to pay, your information stays safe and protected.

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.

My appliance is already broken – can I still get cover for it?

Contact us to discuss repair options, and an advisor will guide you through the next steps to get your appliance running again.

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 888 6666. 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 Appliance Care Plan is up for renewal?

When your care plan 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 Appliance Care Plan 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 888 6666, 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 888 6666.

Included With Your Care Plan

Unlimited Support

Enjoy unlimited support for your home appliances, with our UK-based Helpdesk just a phone call away and 24/7 access to online articles and guides.

No Hidden Costs

Proactive appliance care that keeps your home running smoothly, with transparent, affordable pricing, plus free repairs and free replacements included for complete peace of mind.

Trusted Appliance Engineers

Decades of experience from our trusted local engineers. We provide a reliable service that reflects our commitment to excellence and customer satisfaction.

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Still Need Help? We’ve Got You Covered

We hope you found our FAQs helpful. If you need any further support, feel free to give us a call on 0800 888 6666 or complete our online form via the Contact Us page – we’re always happy to help. And if you’d like to hear what others think, check out our customer reviews on Trustpilot.

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