Covertxt Servicing Ltd Terms & Conditions

Definitions:

You / Your – The person who applied for this Service Agreement and is named in the Service Agreement.

We / Us / Our – Covertxt Servicing Ltd

P1. What is provided with Your Service Agreement?

A: Periodic cleaning and/or maintenance checks on all appliances detailed on Your appliance list and included in Your Covertxt Service Agreement to ensure the continuing correct function of Your appliance(s).

B: Customer services: We will provide telephone support in respect of Your Service Agreement and give guidance on how to look after Your appliance(s) in line with the manufacturer’s guidelines.

C: i. Repair Assistance during the term of Your Service Agreement. If any of Your listed appliances suffer a Mechanical or Electrical breakdown, We will provide repair services to Your appliances on request. You will be required to pay a reduced repair charge of no more than £65.00 (dependent on Your area and Our negotiated costs). If repairs cost more than £250, We will discuss with You the options/costs before giving any further authorisation. The Trade-in option is available if Your appliance is not repairable.

ii. If additional assistance is required from a technician for problems with an appliance not listed on Your Service Agreement, or the problem with Your included machine is not as a result of mechanical or electrical breakdown, You will be required to pay all Labour, Parts and Call out Fees. Any request for repair services should be made within 7 days of the fault occurring.

D: Trade-in – upgrade One of Your old appliances to a new one each year – Available after 6 months from Your start date, providing all payments are up to date, and can be utilised during the term of Your service agreement, irrespective of any breakdown or repair request. Proof of original purchase must be provided to qualify for this.

P2. Trade-in Allowance

The Trade-in value is based on the cost You paid for Your appliance up to a maximum of Your service agreement limit, and then the following depreciation will be applied:

Up to 1 Year old30%
Up to 2 Years old20%
Up to 3 Years old15%
4 Plus years old10% per year.

Example of reducing scale:

e.g. For an appliance with a purchase price of £500 that is 1 year old the Trade-in value is £350.

For an appliance with a purchase price of £500 that is 3 years old the Trade-in value is £238.

For an appliance with a purchase price of £500 that is 6 years old the Trade-in value is £173.50.

Service agreement limits:

Agreement LevelMaximum Appliance Value
Bronze (Standard plan)£500
Silver£750
Gold£1000
Platinum£1250
Diamond£1500

If You Trade in Your old appliance, You will be eligible to receive Your Trade-in allowance in the form of a discount off a new appliance We supply. We aim to provide this within 28 working days. We reserve the right to charge for Installation, Collection and Delivery where applicable. Details of any charges will be provided at the time of any Trade-in allowance offer.

You will be deemed to have accepted these terms and conditions when You request a Trade-in.

If Your appliance does not completely match the description and detail as previously advised by You, We will either have the appliance returned to You at Our cost and no trade-in value will be paid to You, or proceed with the Trade-in at a revised valuation based on the correct information. You will have 28 days from the Trade-in offer date to agree to this valuation, after which time a revised valuation will be required.

Any Trade-in allowance only applies to those appliances confirmed on the appliance list provided to Us. All appliances must be owned by You. Proof of purchase may be requested. Failure to provide this will result in any Trade-in value being calculated from a maximum purchase price of £500.

The appliance must not be stolen or listed with Us or a third party as stolen. We reserve the right to check details of the appliance with CheckMEND, from the suppliers of IMMOBILISE as used by UK Police forces to trace stolen and missing property. If the appliance fails any checks We make, We may notify the relevant police authority and We may pass the Appliance and Your details to them. In such cases any Trade-in allowance may be cancelled.

If the Appliance contains any additional accessories (e.g., memory cards), You must remove these prior to Trade-in. We will not be liable for any consequence of You not removing the accessories, including any unauthorised payments associated with the Appliance.

If there is data stored on the Appliance You wish to retain it must be saved elsewhere and You must remove any memory card and/or all data that has been put onto the Appliance prior to Trade-in. We will not be liable for any damage, loss or erasure of any such data or for any consequence of You not removing Your data or memory card, including use or disclosure of such data.

Once You have traded in the Appliance, it becomes Our property, and it will not be possible to retrieve it under any circumstances. These Conditions are governed by English Law.

We reserve the right to amend the terms and conditions. This does not affect Your statutory rights.

P3 What is not provided under Your Service Agreement?

Repairs to appliances will not be provided if they are covered by any manufacturer, supplier, repairer or any other warranties, as this could invalidate Your warranty.

The Service agreement shall not apply in the following circumstances:

A. The Equipment being recalled by any supplier or manufacturer due to a generic manufacturer defect or any other reason.

B. Any unauthorised modification of the Equipment including any upgrade not authorised by the supplier or manufacturer or addition of any non-approved accessories.

C. Your failure to follow the Equipment operating instructions.

D. Use of Your Equipment in a non-domestic or commercial environment.

E. Damage caused by attempted theft or intentionally or damage caused by fire, explosion, dampness, liquid spillage or foreign bodies inside the equipment.

F. Any problem directly or indirectly caused by the supply of electricity.

G. Where no fault being found with Your Equipment.

H. Where Your payments are not up to date or fall behind the Trade-in allowance will be deferred for 6 months after the account has been brought up to date.

P4 Your Service Agreement will also not provide for:

A. Any pre-existing faults, any routine maintenance, cleaning, servicing or repairs unauthorised by Covertxt Servicing Ltd.

B. Repairs within the first 30 days of the inception of the Service Agreement, and pre-existing faults, any routine maintenance, cleaning and servicing unauthorised by Covertxt Servicing Ltd.

C. Any repairs requested by You to take place outside normal working hours. We do not provide an emergency call out service or a 24-hour service.

D. Repairs carried out outside the United Kingdom, Isle of Man and the Channel Islands, unless otherwise agreed by Covertxt Servicing Ltd.

E. Cosmetic damage such as damage to paintwork, dents or scratches etc.

F. Replacement of any consumables that are intended to be replaceable such as fuses, batteries, bulbs, etc.

G. Equipment not properly installed.

H. Equipment not correctly repaired by past engineers.

I. Any equipment which is not working in accordance with the manufacturer’s specification when You apply for the Service Agreement.

J. Loss of programmes or digital media saved to storage Devices.

K. Components of items not included in the Service Agreement.

L. Any part of an appliance that is not wholly owned by You.

P5 Transferring Your Service Agreement:

Your service agreement applies to Your appliances at the address You have given Us and to no other appliances unless previously agreed by Covertxt Servicing Ltd. Please let Us know if You are moving address so We can continue Your service agreement with no restrictions.

P6 Payment

In consideration for the services We provide and by using any payment details You have provided to Us; You will pay Us the amount stated in Your service agreement details which will be provided at the start of any agreement with Covertxt Servicing Ltd.

If You have chosen to pay Your annual service agreement by direct debit, We have appointed the BACS Approved Direct Debit Bureau, Easy Collect Services Limited (www.eazycollect.co.uk) to collect Your payments and this will be shown on Your bank statement as Covertxt Servicing Ltd for these direct debit payments. Your agreement will auto renew each year. If You do not wish to renew Your agreement, You must give Us at least 30 days’ notice in writing prior to Your renewal date.

If You have chosen to pay an annual amount for Your service agreement, any payment will be shown as Covertxt Servicing Ltd on Your bank or Credit card statement. Your yearly Service Agreement starts when You indicate Your acceptance to receiving Our services (whether verbally, digitally or in writing) and will not auto renew each year. You will be sent a renewal notice prior to the renewal date. If You do not wish Your agreement to be renewed, You must give Us 30 days’ notice in writing prior to Your renewal date.

P7 Term

This service agreement starts when You indicate Your acceptance to receiving Our services (whether verbally or in writing) and will continue for the period chosen by You e.g.,1 year, 2 years etc. We will renew Your service agreement automatically at the end of the Term You have chosen. If You do not wish Your service agreement to be renewed, You must notify Us in writing at least 30 working days prior to the next renewal date.

P8 Provision of services

We reserve the right to delay or suspend the provision of any services until We are in receipt of a fully completed appliance list and any outstanding fees payable and/or any un-cleared payments. We will not be liable for service delays or failures where We are faced with circumstances outside Our reasonable control such as: Acts of God, outbreak of hostilities, riot, civil disturbance, acts of terrorism, acts of government or authority, industrial action, fire, subsidence, explosion, flood, snow, fog or other bad weather conditions, Pandemic illness or restrictions, unavailability of sub-contractors.

P9 Cancelling Your Service Agreement Mid-term:

Under the Consumer Protection (Distance Selling) Regulations 2000, You may cancel this Service Agreement by giving Us notice in writing within 14 days from the time You enter into Your service agreement. If You cancel it within this period, We will provide You with a full refund. Your right to cancel will be lost if You have received a service from Us during this period under Your service agreement.

If You cancel Your Service Agreement after 14 days and you have not used Our services, You are required to give Us 30 days written notice of Your intention to cancel. If You paid for Your service agreement in one annual payment, You are entitled to a pro rata refund of the remaining full quarter(s) left on Your service agreement. If You are paying on a monthly plan, cancellation charges will apply. See additional charges below in section P10.

If You cancel Your Service Agreement after 14 days and you have used any of our services listed in P1, you will be required to pay the full annual amount for the Agreement, to clear your arrears, plus any charges detailed in P10.

P10 Additional charges/restrictions that may be applied to Your Service Agreement

If You wish to cancel Your monthly service agreement, We reserve the right to charge a £25 cancellation fee. If Your payments fall behind, We reserve the right to charge £22.50 for any payment returned by the bank and any relevant interest We are charged. We also reserve the right to apply charges for correspondence and or telephone calls in relation to debt collecting activities. We may also pass on Your details to third party debt collection agencies to recover monies owed or outstanding. Where an Indemnity claim is made against Us, We reserve the right to charge £25.00 for every payment reclaimed, in addition to any bank charges that may apply at the time.

Where payments have not been maintained a Trade-in allowance will not be available.

We reserve the right to charge a £25 administration fee for making changes to Your service agreement.

P11 Changes to Your Service Agreement

We reserve the right to make changes to Your Service agreement (including any change to the monthly or annual cost) on giving You notice in writing at least 30 days before the change. It is important that You notify Us on any changes to Your Service Agreement e.g. contact details as soon as You are aware of them.

P12 Exclusion of third-party rights:

This service agreement is for Your benefit only and any permitted transferee. No rights or benefits are given to any third party and the provisions of the Contracts (Rights of Third Parties) Act 1999 do not apply to this service agreement.

P13 Complaints Procedure:

For the avoidance of doubt this is a Service Agreement not an insurance policy and should not be viewed or used as one.

It is always Our intention to provide You with a first-class standard of service. Misunderstandings can happen and We would prefer to know about Your dissatisfaction, rather than for You to remain unhappy.

Any communication can be made by You verbally or in writing and on Your behalf by a third party with Your permission. If any problem arises in connection with this service agreement, You should contact:

Customer Services Manager

Address: Covertxt Servicing LTD, Suite 8, Empire Court, Prospect Hill, Reddich, B97 4DA

Tel: 0203 021 7871

Email: feedback@covertxt.com

As this is not an insurance product, it is not regulated by the Financial Conduct Authority, and they would be unable to assist or investigate Your complaint. You would not be entitled to seek assistance from the Financial Ombudsman Service or seek compensation under the Financial Services Compensation Scheme. If You are still not happy with how Your complaint has been dealt with, You are entitled to contact Trading Standards or the Citizens Advice Bureau, for further advice.

P14 Data Protection:

We are committed to complying with the Data Protection Act 1998. We will not provide Your data or any personal information to any third party without Your prior consent, although We may supply it to any sub-contractor or agent We may use, for the purposes of carrying out Our obligations under Your service agreement.

The information that You provide to Us may be used by Us to fulfil Your orders, for account management, payment and marketing purposes.

We may use the information that You provide to Us to send You relevant information about Our products, services, and promotions or those of Our associated companies. If You do not wish to receive such information, please let Us know by writing to Our Data Protection Compliance Manager at Covertxt Servicing LTD, Suite 8, Empire Court, Prospect Hill, Reddich, B97 4DA

This service agreement does not affect Your statutory rights as a consumer.

Our privacy policy is available on request.

Telephone calls may be recorded for Training and Monitoring purposes and to improve the quality of Our service.

P15 Governing Law:

This Service agreement is governed by the laws of England and Wales and the jurisdiction of the English Courts will apply. We are an independent company. (Company Reg. No. 11896392)