Important information
These Terms and Conditions apply to GuardNest UK Limited extended warranty plans for eligible domestic appliances in the United Kingdom.
This plan is an extended warranty / service plan. It is not sold as an insurance policy.
Please read these terms carefully before purchasing a plan. They explain who can take out cover, what is included and excluded, how claims are handled, how monthly plans work,
and your cancellation rights.
About this agreement
These Terms and Conditions apply when a customer purchases an eligible GuardNest UK Limited extended warranty plan for a domestic appliance.
When you sign up to a plan and we accept your application, a contract is formed between you and GuardNest UK Limited.
Nothing in these terms removes or reduces any statutory rights you may have under consumer law.
Definitions
Appliance means a domestic household appliance accepted by GuardNest onto a plan.
Customer / you / your means the person named on the plan.
GuardNest / we / us / our means GuardNest UK Limited.
Plan means the extended warranty or service agreement selected by you and accepted by us.
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 your selected plan includes accidental damage cover.
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.
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, subject to the limits, exclusions, and conditions set out in these terms.
Eligibility
To be eligible for cover:
• the appliance must be kept and used at a residential address in the United Kingdom;
• the appliance must be in your possession and in safe working order when the plan is taken out, unless we agree otherwise in writing;
• the appliance must be used for private domestic use only;
• you must provide accurate appliance details, including make, model, age (if known), and any known faults when asked.
We may decline cover, request more information, or cancel an application if the information provided is incomplete, misleading, or inaccurate.
When cover starts
Cover starts on the date confirmed by GuardNest, subject to any exclusion period, waiting period, inspection requirement, or first-payment clearance condition explained
at the point of sale or in your confirmation.
Any pre-existing fault, damage, defect, or symptom that existed before cover started is not covered.
What is covered
Depending on the plan you choose, cover may include:
• mechanical or electrical breakdown during the period of cover;
• reasonable call-out charges, labour, and replacement parts for an approved repair;
• accidental damage, where this is expressly included in your plan;
• replacement of the appliance where GuardNest decides repair is not economical, suitable, or reasonably possible;
• new-for-old replacement, where this benefit is included in your selected plan.
Repair or replacement decisions are made by GuardNest acting reasonably, taking into account the reported fault, engineer feedback, parts availability, appliance age,
condition, and repair cost.
What is not covered
The plan does not cover:
• pre-existing faults, known defects, or damage present before cover started;
• appliances not in working order at the time of sign-up, unless accepted by GuardNest following inspection or other approval;
• 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, or external power supply issues unless expressly included;
• accessories or detachable parts not essential to the core operation of the appliance, unless we agree otherwise;
• indirect or consequential loss such as loss of food, loss of earnings, alternative accommodation, business interruption, inconvenience, or any cost not expressly
included in the plan;
• appliances used for business or commercial purposes;
• faults where there is no reasonable access for safe inspection or repair.
Claims and service process
If your appliance develops a fault, you should notify GuardNest as soon as reasonably possible.
We may ask for:
• your plan details;
• appliance details;
• photos or videos;
• proof of address or ownership;
• a description of the fault.
We may appoint an engineer, arrange an inspection, or ask you to carry out reasonable troubleshooting steps.
You must not arrange or authorise chargeable repairs without our prior approval unless we have confirmed otherwise in writing.
Appointment dates are subject to engineer availability, location, access, and parts supply.
Repair, replacement and settlement
If a valid claim is accepted, GuardNest may choose to:
• repair the appliance;
• contribute towards the repair;
• replace the appliance;
• end cover for the affected appliance after settlement, where the plan allows.
Where replacement is offered, we may provide a refurbished, reconditioned, equivalent, or comparable model where appropriate and reasonably available
, unless your selected plan specifically states otherwise.
If a replacement model is unavailable, we may offer a reasonable alternative or a settlement based on the appliance’s age, condition, original specification,
and prevailing replacement cost.
Parts used in repairs may be new, reconditioned, pattern, or approved equivalent parts where appropriate.
Any appliance removed or replaced as part of a settlement may become GuardNest’s property unless we confirm otherwise.
Your responsibilities
You agree to:
• provide honest and complete information when taking out cover and 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 from any smart appliance before repair or replacement where relevant;
• pay monthly charges on time and keep your contact details up to date.
Monthly payments and missed payments
You must pay the monthly amount shown at sign-up or otherwise agreed in writing.
If a payment is missed, we may contact you to collect the amount due and may suspend claims handling until the account is brought up to date.
We may cancel the plan for non-payment if arrears remain outstanding after reasonable notice.
If a plan is cancelled for non-payment, we are not required to provide cover for any period after cancellation and may decline claims arising during any unpaid or lapsed period.
Your cancellation rights
If the plan is sold as a distance contract or off-premises contract, you may have cancellation rights under the Consumer Contracts
(Information, Cancellation and Additional Charges) Regulations 2013.
In most cases, the cancellation period is 14 days from the date the contract is entered into.
You may cancel within the applicable cancellation period without giving a reason. If you asked for cover to begin during that period, GuardNest may make a proportionate deduction
for any service already provided, where permitted by law.
After any applicable cooling-off period, you may still cancel the plan by giving notice to GuardNest.
We may charge for the period of cover already provided 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.
Our right to cancel or make changes
GuardNest may cancel a plan or refuse a claim where there has been fraud, attempted fraud, deliberate damage, serious misrepresentation, abusive behaviour,
or a material breach of these terms.
We may make reasonable changes to these terms, process requirements, or service arrangements where necessary for legal, regulatory, operational, or commercial reasons.
If we make a significant change affecting existing customers, we will aim to give reasonable notice where possible.
If we withdraw a plan or materially reduce cover for an existing customer, we will provide reasonable notice and explain any available cancellation rights.
How to cancel
Cancellation requests should be made using the contact details provided at sign-up or in your customer confirmation.
Please include:
• your name;
• address;
• plan reference;
• appliance details;
• date of request.
We will acknowledge cancellation requests within a reasonable time and process any refund due in accordance with applicable law and these terms.
Product add-ons and care products
GuardNest may also sell appliance cleaning, care, maintenance, or support products. These are separate from the extended warranty plan unless expressly stated otherwise.
Consumable products are not claimable under the plan simply because they were purchased alongside it.
Any separate return rights for goods remain subject to applicable consumer law and the seller’s return policy.
Complaints
If you are unhappy with any aspect of the plan, sale, cancellation, or claim, please contact GuardNest using the complaints contact details
provided at sign-up or in your customer confirmation.
We will investigate complaints fairly and respond within a reasonable period.
If you remain dissatisfied, you may be able to seek independent advice from Citizens Advice, Trading Standards referral channels, or other available routes depending on the issue.
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 that, 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.
Data and communications
GuardNest may use your information to administer your plan, handle claims, arrange repairs, communicate about your account, prevent fraud, and meet legal obligations.
Your information may be shared with engineers, repair partners, delivery providers, payment processors, or professional advisers where reasonably necessary for plan administration.
More information about how we use personal data is set out in our Privacy Notice.
General
If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.
If we delay or fail to enforce any term, that does not mean we have waived it.
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 you.