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Terms & Conditions

GuardNest UK Limited — Customer Terms and Conditions

Extended Warranty Plans for Domestic Appliances · Version 1.0

Important note

This agreement is for an extended warranty / service plan. It is not sold as an insurance policy. Please read these terms carefully before agreeing to a plan. They explain who can take out cover, what is included, what is excluded, how claims are handled, how monthly payments work, and your cancellation rights.

1. About this agreement

  • These Terms and Conditions apply to any GuardNest UK Limited extended warranty plan for eligible domestic appliances in the United Kingdom.
  • When a customer signs up to a plan and GuardNest accepts the application, a contract is formed between the customer and GuardNest UK Limited.
  • These terms are intended to be clear and fair. Nothing in them removes or reduces any statutory rights a customer may have under applicable consumer law.

2. Definitions

  • Appliance means a domestic household appliance accepted by GuardNest onto a plan.
  • Customer / you means the person named on the plan who has agreed to these terms.
  • GuardNest / we / us / our means GuardNest UK Limited.
  • Plan means the extended warranty / service agreement selected by the customer and accepted by GuardNest.
  • Breakdown means a sudden and unexpected mechanical or electrical failure arising during normal domestic use.
  • Accidental damage means physical damage caused by a sudden and identifiable accidental event, where the selected plan includes accidental damage.
  • Engineer means a local repair contractor, technician, or service partner instructed by GuardNest.
  • New-for-old replacement means replacement of an appliance with the same model or, where unavailable, a comparable model of similar type and specification, subject to these terms.

3. Nature of the product

  • The plan is offered as an extended warranty / appliance service plan for eligible domestic appliances. It is not described or sold by GuardNest as a general insurance policy.
  • The plan is intended to help customers manage the cost of repair or replacement within the limits, exclusions, and conditions set out in these terms.

4. Eligibility

  • Plans are available only for domestic appliances kept and used at a residential address in the United Kingdom.
  • The appliance must be in the customer's possession and in safe working order when the plan is taken out unless GuardNest agrees otherwise in writing.
  • The appliance must be used for private domestic use only. Commercial, business, or high-usage environments are not covered.
  • The customer must provide accurate details about the appliance, including make, model, serial number, age if known, category, and any known existing faults when asked.
  • GuardNest may decline cover, request additional information, or cancel an application if information provided is incomplete, misleading, or inaccurate.

5. Plan information form

  • As part of the sign-up process, GuardNest will complete a plan information form and add it to the customer's account.
  • The information recorded may include the appliance make, model number, serial number, appliance category or type (for example cooker, oven, washing machine, tumble dryer, dishwasher, or fridge freezer), and the cover selected for each appliance.
  • The customer is responsible for checking that the information recorded for their appliances is accurate and must notify GuardNest if any information is incorrect.

6. When cover starts

  • Cover begins on the start date confirmed by GuardNest, subject to any initial exclusion period, waiting period, inspection requirement, or first-payment clearance condition stated at the point of sale or in the customer confirmation.
  • GuardNest may apply an initial exclusion period for faults that arise too soon after sign-up where this was clearly disclosed before the plan was taken out.
  • Any pre-existing fault, damage, defect, or symptom that existed before cover started is not covered.
  • Each plan runs for an initial fixed term of 12 months from the start date and will automatically renew for successive 12-month terms unless cancelled in line with section 13.
  • Monthly payments are collected throughout each 12-month term. Renewal continues on the same monthly payment basis unless GuardNest gives prior notice of any change to pricing or terms in line with section 14.

7. What is covered

  • Mechanical or electrical breakdown of the appliance during the period of cover.
  • Reasonable call-out charges, labour, and replacement parts required for an approved repair.
  • Accidental damage only where the selected plan expressly includes accidental damage.
  • Replacement of the appliance where GuardNest decides that repair is not economical, suitable, or reasonably possible.
  • New-for-old replacement only where this benefit forms part of the selected plan and subject to availability and these terms.
  • Any repair or replacement decision is made by GuardNest acting reasonably after reviewing the reported fault, engineer feedback, parts availability, appliance age, condition, and overall cost of repair.

8. What is not covered

  • Pre-existing faults, known defects, or damage present before cover started.
  • Appliances not in working order at the time of sign-up, unless GuardNest accepted them following any inspection or other approval process.
  • Routine maintenance, cleaning, descaling, calibration, consumables, cosmetic damage, or non-functional wear and tear.
  • Damage caused by misuse, neglect, abuse, deliberate acts, poor installation, unauthorised repairs, infestation, corrosion, rust, or failure to follow the manufacturer's instructions.
  • Losses caused by fire, flood, storm, theft, accidental loss, structural damage, power surges from external supply issues, or any event outside the intended scope of the plan unless expressly included.
  • Accessories, detachable parts, remote controls, shelves, drawers, fittings, external pipework, decorative panels, or items not essential to the core operation of the appliance unless GuardNest agrees otherwise.
  • Consequential or indirect loss, including loss of food, loss of earnings, alternative accommodation, business interruption, inconvenience, or any costs not expressly included in the plan.
  • Appliances used for business, subletting operations, holiday lets, laundrettes, or any commercial purpose.
  • Faults arising where there is no reasonable access for safe inspection or repair.

9. Claims and service process

  • The customer must report a fault to GuardNest as soon as reasonably possible after it becomes known.
  • GuardNest may ask for plan details, appliance details, photographs, videos, proof of address, proof of ownership, and a description of the fault.
  • GuardNest may appoint an engineer, arrange an inspection, or ask the customer to carry out reasonable troubleshooting steps.
  • The customer must not authorise or carry out chargeable repairs without GuardNest's prior approval unless GuardNest has confirmed otherwise in writing.
  • Appointment dates are subject to engineer availability, location, access, parts supply, and other practical factors outside GuardNest's direct control.

10. Repair, replacement, and settlement

  • If a valid claim is accepted, GuardNest may choose one of the following remedies: repair, contribute towards repair, replace the appliance, or end cover for the affected appliance after settlement where the plan wording for that product allows.
  • Where replacement is offered, GuardNest may provide a refurbished, reconditioned, equivalent, or comparable model where appropriate and reasonably available, unless the selected plan specifically states otherwise.
  • Where a replacement model is unavailable, GuardNest may offer a reasonable alternative or a settlement based on the appliance's age, condition, original specification, and prevailing replacement cost.
  • Parts used in repair may be new, reconditioned, pattern, or approved equivalent parts where appropriate.
  • Any appliance removed or replaced as part of settlement may become GuardNest's property unless GuardNest confirms otherwise.

11. Customer responsibilities

  • Give honest and complete information when taking out cover and when making a claim.
  • Take reasonable care of the appliance and use it in line with the manufacturer's instructions.
  • Carry out routine maintenance, cleaning, and descaling where applicable.
  • Allow safe and reasonable access for inspection, repair, delivery, collection, or replacement.
  • Back up and remove personal data where relevant before repair or replacement of any smart appliance.
  • Pay monthly charges on time and keep contact details up to date.

12. Monthly payments and missed payments

  • The customer must pay the monthly amount notified at sign-up or as otherwise agreed in writing. The amount payable may differ between plans and appliances.
  • GuardNest uses Stripe as its payment provider and payment processing platform for recurring monthly collections and related payment administration.
  • By signing up, the customer authorises GuardNest and its payment provider Stripe to collect the agreed payments using the payment details provided by the customer.
  • If a payment is missed, GuardNest may contact the customer to collect the amount due and may suspend claims handling until the account is brought up to date.
  • GuardNest may cancel the plan for non-payment where arrears remain outstanding after reasonable notice.
  • Where a plan is cancelled for non-payment, GuardNest is not required to provide cover for any period after cancellation and may decline claims arising during any unpaid or lapsed period.

13. Customer cancellation rights

  • Where the plan is sold as a distance contract or off-premises contract, the customer has cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. For most service contracts of this type, the cancellation period is 14 days from the day the contract is entered into.
  • A customer may cancel within the applicable cancellation period without giving a reason. If the customer asked for cover to begin during that cancellation period, GuardNest may make a proportionate deduction for any service already provided, to the extent permitted by law.
  • After the 14-day cooling-off period, the plan runs for the remainder of its current 12-month term. The customer may cancel at the end of the current term, and at the end of each subsequent renewal term, by giving GuardNest at least 30 days' written notice before the renewal date.
  • The right to cancel at the end of the current term applies only where the customer has not used the cover during that term — meaning no call-out, no repair (whether completed or in progress), and no replacement has been provided or arranged under the plan during the current 12-month term.
  • Where the customer has used the cover during the current term (a call-out, repair, or replacement has been provided or arranged), the plan must continue for the remainder of the current 12-month term and cannot be cancelled mid-term. The customer may then cancel at the next renewal date by giving at least 30 days' written notice, again subject to no further use of the cover during that renewal term.
  • If the customer wishes to end the plan in circumstances not covered above, GuardNest may charge for the remainder of the current term and may deduct any unpaid amounts, claims paid, approved repair costs, call-out costs, or replacement value where allowed by the contract and applicable law.
  • Nothing in this section removes or limits any statutory cancellation rights the customer may have under applicable consumer law.

14. GuardNest cancellation or changes to terms

  • GuardNest may cancel or refuse a claim where there has been fraud, attempted fraud, deliberate damage, serious misrepresentation, abusive behaviour, or a material breach of these terms.
  • GuardNest may make reasonable changes to these terms, process requirements, or service arrangements where needed for legal, regulatory, operational, or commercial reasons.
  • Where GuardNest changes these terms for existing customers, GuardNest will give at least 30 days' notice before the change takes effect, unless a shorter period is required by law, regulation, or to prevent fraud or security risk.
  • If GuardNest withdraws a plan or materially reduces cover for an existing customer, GuardNest will provide reasonable notice and explain any available cancellation rights.

15. Product add-ons and care products

  • GuardNest may also sell appliance cleaning, care, maintenance, or support products. These products are separate from the extended warranty plan unless expressly stated otherwise.
  • Consumable products are not claimable under the plan merely because they have been purchased alongside it. Any separate return rights for goods remain subject to applicable consumer law and the seller's return policy.

16. Complaints

  • If a customer is unhappy with any aspect of the plan, sale, cancellation, or claim, they should contact GuardNest using the complaints contact details provided at sign-up or in the customer confirmation.
  • GuardNest will investigate complaints fairly and respond within a reasonable period.

17. Liability

  • Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.
  • Subject to the above, GuardNest is not liable for indirect or consequential loss and is only responsible for losses that are a foreseeable result of a breach of these terms or a failure to use reasonable care and skill in providing the service.
  • GuardNest is not responsible for delay caused by events outside its reasonable control, including severe weather, supply shortages, transport disruption, lack of engineer availability, manufacturer delays, or access problems at the property.

18. Data and communications

  • GuardNest may use customer information to administer the plan, handle claims, arrange repairs, communicate about the account, prevent fraud, and meet legal obligations.
  • Customer information may be shared with engineers, repair partners, delivery providers, payment processors including Stripe, or professional advisers where reasonably necessary for plan administration.
  • Further information about the use of personal data should be set out in GuardNest's Privacy Notice.

19. General

  • If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.
  • A delay or failure by GuardNest to enforce any term does not mean it has waived that term.
  • These terms and any dispute arising from them are governed by the laws of England and Wales unless mandatory consumer law in another part of the United Kingdom applies more favourably to the customer.

Customer acknowledgement

By signing up to a plan, you confirm that you have read and understood these Terms and Conditions, that you understand what is and is not covered, that you understand the monthly payment and cancellation terms, and that the appliance information recorded on your account should include the relevant appliance category, make, model number, serial number, and selected cover.