Policy

General Membership Terms And Conditions

These general terms and conditions apply in respect of your Pluzs membership plan. Please read them carefully before signing up. If you do not understand anything about the membership, please contact us first. These general terms and conditions are legally binding. In particular, we draw your attention to the following sections:

Section 9 – Our right to make changes to your contract
Section 10 – How you can cancel your contract
Section 11 – How we can cancel your contract
Section 14 – How we limit our liability to you

About us
1. We are UK Warranty Limited (trading as "Pluzs"), a company registered in England and Wales under company number 07728040. Our registered office is at Pacifica House, Rainton Business Park, Houghton Le Spring, Tyne and Wear DH4 5RA. Our VAT number is 127 2434 32. We are authorised by the FCA under registration number 785300.
Contact Us
1. If you have any questions about Pluzs membership, please contact us by sending an email to enquiries@pluzs.com or calling us on 01913870774 (our telephone lines are open Monday to Friday between 9:00 am and 5:00 pm excluding bank holidays).
These general terms and conditions
1. These Pluzs general membership terms and conditions ("General Terms") apply to you when you subscribe for and use a Pluzs membership plan online or by telephone. When you subscribe for a Pluzs membership plan, you agree to be legally bound by these General Terms.
2. The following additional terms and policies (collectively, "Terms and Policies") also apply to you as though set out in full in these General Terms:
  1. if you sign up through our website, our Website Terms and Conditions and our Cookie Notice;
  2. if you sign up through the Pluzs mobile application ("Pluzs App"), our App Terms of Use; and
  3. our Privacy Policy, which explains how we collect and process your personal data in connection with your Pluzs membership plan.
3. Please read these General Terms and our other Terms and Policies carefully and ensure you understand them before signing up for a Pluzs membership plan. If there is a conflict between these General Terms and any of our other Terms and Policies, they shall have the following order of priority:
  1. General Terms;
  2. App Terms and
  3. our other Terms and Policies.
4. These General Terms are only available in English. No other languages apply. We recommend that you print out or save a copy of these General Terms for your records. If you would like these General Terms in another format (for example, audio, large print or braille), please contact us using the contact details in section 2.
5. By law, we must give you certain information before a legally binding contract between us can be made. We will give you most of this information by telephone or online (including on the Pluzs App) at the time you subscribe, and such information forms part of our contract with you as though set out in full here. Some of the information we are required to give you is set out in these General Terms. We will confirm key information to you when we send you your email confirmation of your membership plan.
6. A Pluzs membership plan constitutes a contract for goods and/or services. It is not an insurance product and therefore the laws and regulations relating to insurance products do not apply.
Eligibility for Pluzs membership
1. We offer free and paid membership plans. The Pluzs "Basic" membership is provided free of charge ("Free Membership"). All other memberships are paid membership plans ("Paid Memberships") and include certain premium services as specified in the relevant Membership Terms ("Premium Services"):
2. To be eligible for a Pluzs membership plan, you must meet all of the following eligibility criteria:
  1. you must be an individual of at least 18 years of age and resident in mainland Great Britain or Northern Ireland (membership is not available to island residents or business users); and
  2. you must hold a valid debit or credit card in your own name if you wish to sign up for a Paid Membership.
3. We only provide Premium Services if your appliances meet the following eligibility criteria ("Eligible Appliances"):
  1. your appliance(s) must be owned by you;
  2. your appliance(s) must be kept in your own permanent private home (occupied by one household only), which cannot include a caravan, static caravan, motorhome, mobile home or houseboat;
  3. your appliance(s) must be used only for domestic purposes;
  4. your appliance(s) must each be under 10 years old; and
  5. your appliance(s) must have been installed, used and maintained in accordance with the manufacturer's instructions;
  6. your appliance(s) must be in good working order at the time of your membership request; and
  7. your appliance(s) must be registered to your Pluzs membership account and all information provided about your appliance(s) must be accurate.
4. All information provided by you in connection with Pluzs membership must be true, complete and not misleading. You must tell us immediately if you become aware that any information you have provided to us is or is likely to become false, incomplete or misleading.
5. We reserve the right to require proof of eligibility at any time and to refuse a membership request or cancel an existing membership if we believe that you do not meet the eligibility criteria set out above, or if we are in dispute with you in relation to any other contract we have with you, or if we believe you are in breach of these General Terms or any of our other Terms and Policies.
Your Pluzs membership contract
1. The Pluzs App provides full details of all available Pluzs membership plans as well as the applicable Membership Terms that apply to those membership plans.
2. Once you have considered the available Pluzs membership plans, you can subscribe online through the Pluzs App or by telephone (see section 2 for contact details). Calls to our customer services line may be recorded by us to check any instructions given to us and/or for quality and training purposes.
3. Please ensure the details of your order are correct before submitting it. In particular, please ensure that the relevant Pluzs membership plan fully meets your needs.
4. If we accept your order, we will send a confirmation email to you formally confirming our acceptance ("Confirmation Email"). At this point, a legally binding contract will be in place between you and us in respect of your Pluzs membership plan (the "Contract").
5. We are not obliged to accept your order. If we do not accept your order, we will inform you by email. This is typically for the following reasons:
  1. you do not meet the eligibility criteria; or
  2. we cannot authorise your payment (if applicable); or
  3. we suspend or discontinue, or change any element of, the requested Pluzs membership plan after you have submitted your order but before we have accepted it; or
  4. there has been a mistake on the pricing or description of the requested Pluzs membership plan.
6. All Pluzs membership plans are monthly. Your Contract starts on the date that we send you the Confirmation Email Start Date and continues on a recurring monthly basis until you cancel the Contract (see section 10) or we cancel the Contract (see section 11).
Supplying products and carrying out services
1. We will aim to supply the products and carry out the services in accordance with the timeframes set out in the Membership Terms. For Paid Memberships, Premium Services will, depending on the nature of the Premium Service, be provided monthly or annually in accordance with the timeframes set out in the Membership Terms.
2. Some Premium Services, in particular services that involve a visit to your home, are required to be booked by you in advance. In these cases, we will contact you to arrange a convenient time and date for us to carry out the relevant service. You can also contact us to arrange an appointment using the contact details set out in section 2. Engineer visits are carried out during the hours of 9:00am to 5:00pm on Monday to Friday each week, excluding UK public holidays. We cannot guarantee that we will have availability at short notice or on particular dates or at particular times and therefore you are responsible for making any required bookings well in advance.
3. If we are carrying out services at your property, you must ensure that your property and your appliances are easily accessible and safe for us to work on. You must tell us in advance of any access or safety issues so that we can assess whether we are able to perform the services at the arranged time.
4. If you do not allow us safe access to your property to perform the services as arranged (and you do not have a good reason for this), we may charge you additional costs reasonably incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property, we reserve the right to cancel the Contract, in which case no refund will be due to you.
5. Our performance of the services might be affected by events beyond our reasonable control. If so, there might be a delay before we can start or restart the services. We will make reasonable efforts to limit the effect of any of those events and keep you informed of the circumstances. We will try to start or restart the services as soon as those events have been fixed.
Payment and billing
1. Monthly membership fees for a Paid Membership ("Monthly Fees") are set out on the Pluzs App and will be confirmed to you in your Confirmation Email. All prices are in pounds sterling and include any applicable VAT at the applicable rate.
2. Monthly Fees are payable monthly in advance by one of our current accepted payment methods (as may vary from time to time). You must pay the full amount of the Monthly Fees (including all applicable taxes) each month on the payment date set out in the Contract.
3. If we are unable to collect all of the Monthly Fees, your Paid Membership will be suspended with immediate effect and we will confirm this to you by email. The suspension will be lifted once we have received all outstanding sums from you. In the meantime, you will be unable to access the services and benefits of your Paid Membership.
4. All payments by credit card or debit card need to be authorised by the relevant card issuer. We may also need to use extra security steps via a 3D secure service such as Verified by Visa.
5. We reserve the right to increase our Monthly Fees from time to time in accordance with section 9.4.
Your right to make changes to your membership
1. You can request a change to your Pluzs membership plan at any time by making changes to your account details directly on the Pluzs App or by contacting us using the contact details in section 2. You must tell us about any changes to your personal details (e.g. your address or payment details) or to your Eligible Appliances (e.g. if an appliance has been replaced) promptly following any such change or we may be unable to carry out our services for you.
2. If the change involves only a simple change to your personal details (such as a change of address) or to your Eligible Appliances, your membership will continue unaffected.
3. If you wish to upgrade or downgrade your membership (for example, by upgrading from a Free Membership to a Paid Membership or downgrading from a higher tier of Paid Membership to a lower tier), you can submit a request through the Pluzs App or by contacting us using the contact details set out in section 2. If we accept your request, we will do so by sending you a Confirmation Email in accordance with section 5.4, in which case your original membership plan will terminate on the last day of your current membership month and your new membership will commence on the following day in accordance with section 5.6. By way of example, if your membership Start Date was the 5th day of the month and you submit your request on the 20th day of the month, your membership will terminate on the 4th day of the following month and your new Start Date will be the 5th day of that following month. Once your new membership has started, the Monthly Fees applicable to you will be the Monthly Fees that apply to the new membership as set out in the Membership Terms and you will receive the benefits applicable to your new membership in accordance with the timeframes set out in the Membership Terms.
Our right to make changes to your membership
1. We may amend these General Terms and the Membership Terms from time to time, including where a change is required by law or regulation or where we add, remove or change a specific benefit, including a Premium Service. If we remove a Premium Service from a Paid Membership, we will usually replace it with an equivalent benefit to ensure that the overall value of the Paid Membership remains the same. The date at the top of these General Terms shows when these General Terms were last updated.
2. Except where section 9.3 applies, we will give you at least 30 days' notice of any changes. If we intend to make a change to a Paid Membership that will affect your membership benefits or obligations in a material adverse way (for example, by removing a Premium Service and not replacing it with an equivalent benefit), such change will not take effect until the anniversary of your membership Start Date or, if sooner, the date on which you have received the full cycle of Premium Services that were included in your Paid Membership immediately prior to the change notification. This does not affect any right you may have to cancel your Contract (see section 10 for information about your cancellation rights).
3. If a change is required by law or regulation, we may need to make that change immediately, in which case we will notify you of the change and the date from which it will apply as soon as possible.
4. We reserve the right to increase our Monthly Fees at any time and for any reason. We will give you at least 30 days' notice of any increase. However, if we increase our Monthly Fees, such increase will not take effect until the anniversary of your membership start date or, if sooner, the date on which you have received the full cycle of Premium Services that were included in your Paid Membership immediately prior to the price increase notification. This does not affect any right you may have to cancel your Contract (see section 10 for information about your cancellation rights).
Your right to cancel

Your right to cancel a Free Membership
1. If your membership is a Free Membership, you have the right to cancel at any time without any reason by notifying us using the contact details in section 2. In these circumstances, your Contract will end at the end of the then-current month and you will then lose access to the relevant Pluzs membership services and benefits.
  
  Your right to cancel a Paid Membership during the 14-day Cooling Off Period
2. If your membership is a Paid Membership, you have the right to cancel your Contract without any reason within a cooling off period of 14 days ("Cooling Off Period") that starts:
  1. in the case of a Paid Membership that includes the supply of any physical products (e.g. cleaning products), on the day following the day that you receive any products that are included as part of your Paid Membership; and
  2. in the case of a Paid Membership that does not include the supply of any physical products, on the Start Date, which is the day that we send you the initial Confirmation Email (see section 5.4).
3. To exercise your right to cancel during the Cooling Off Period, you must inform us of your decision to cancel by a clear statement (e.g. by telephone or by sending an email or a letter by post) using the contact details set out in section 2. Contacting us by telephone is usually the easiest and quickest method. You may also use the Cancellation Form set out at the end of these General Terms, but that is not obligatory. To meet the cancellation deadline, it is sufficient for you to send your cancellation notice to us before the expiry of the Cooling Off Period.
4. If you cancel a Paid Membership during the Cooling Off Period, your Contract will end immediately and you will then lose access to the relevant membership services and benefits.
5. If you cancel a Paid Membership during the Cooling Off Period after products have been dispatched to you or received by you, you must return them to us in their original and unopened condition (including packaging) at your own cost. Please contact us using the contact details in section 2 to arrange the return. You must send off the products to us within 14 days of telling us you wish to end the Contract.
6. If you cancel a Paid Membership during the Cooling Off Period, you will receive a full refund of any amounts you have paid. However, we reserve the right to deduct from any refund the cost of any products not returned to us on the basis explained above. See section 12 for more information about refunds.
7. For Paid Memberships, we will not start providing any services during the Cooling Off Period unless you ask us to. If you subscribe for a Paid Membership, you will be given the opportunity to request for us to start providing the applicable membership services and benefits during the Cooling Off Period. By making that request, you will lose your right to cancel your Contract without charge during the Cooling Off Period. In these circumstances, you are still entitled to cancel your Contract during the Cooling Off Period, but we will be entitled to charge for any services provided before you cancel. If you don't make that request, we will be unable to start providing the applicable membership services and benefits to you until the Cooling Off Period has expired. We are not obliged to accept your request.
  
  Your right to cancel a Paid Membership after the Cooling Off Period
8. If your membership is a Paid Membership, and you are outside the Cooling Off Period, you have the right to cancel your Contract at any time without any reason by notifying us in writing using the contact details in section 2. In these circumstances, your Contract will end at the end of the then-current month and you will then lose access to the relevant membership services and benefits. No refund of Monthly Fees will be due to you because you will have access to the benefits of the relevant Paid Membership for the full month. By way of example, if your Start Date was the 5th day of the month and you notify us of your cancellation on the 20th day of the month, your Contract will terminate on the 4th day of the following month.
Our right to cancel
1. We may cancel your Contract for both Free Memberships and Paid Memberships with immediate effect by giving you written notice:
  1. if we become aware that you do not meet any one or more of the eligibility requirements set out in section 4;
  2. if you fail to make any payment to us on the due date for payment and you remain in default 14 days after we notify you in writing;
  3. if you fail to comply with any of these General Terms, any of our other Terms and Policies and/or any other contract that we may have with you; or
  4. in the circumstances described in section 6.4.
2. We may cancel your Contract for a Free Membership at any time and for any reason by giving you at least 30 days' written notice.
3. We may cancel your Contract for a Paid Membership at any time and for any reason by giving you at least 30 days' written notice.
4. We may cancel your Contract for a Free Membership or a Paid Membership with immediate effect by giving you written notice if we are required to do so by applicable law or regulation.
5. If we cancel your Contract for a Paid Membership under section 11.1, no refund of Monthly Fees will be due to you. As Monthly Fees do not apply to Free Memberships, no refunds are due to you if we cancel your Contract for a Free Membership for any reason.
6. If we cancel your Contract for a Paid Membership under section 11.3 or 11.4, you will be entitled to a partial or full refund of Monthly Fees to take into account the benefit of any Premium Services you have received. By way of example, if you have received no Premium Services, you will be entitled to a full refund of all Monthly Fees paid by you in that period. However, if you have received an annual cooker clean, gas safety check, annual health check and/or monthly supply of cleaning and maintenance products, your refund will take into account the cost to us of providing those Premium Services. See section 12 for more information about refunds.
Refunds and effect of cancellation
1. If you are entitled to a refund under section 10.6, 11.6 or 13, we will pay any refund due to you without undue delay, and no later than 14 days after the day on which we cancel your Contract or we are informed about your decision to cancel your Contract.
2. We will pay any refund due to you using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the refund.
3. You are only entitled to a refund of any amounts actually paid by you. No refund will be due to you if you are not up to date on the payment of your Monthly Fees.
4. The cancellation of your Contract will not affect your or our respective rights and remedies that have arisen prior to the cancellation of the Contract. If your Contract is cancelled for any reason, it will not affect our right to receive any money that you owe to us under your Contract.
5. Nothing in this section 12 affects the rights you have in relation to defective goods and services (see section 13).
Your legal rights
1. The Consumer Rights Act 2015 gives you certain legal rights (sometimes also known as "statutory rights"). Any services that we provide to you in relation to a Paid Membership must be carried out with reasonable care and skill. In addition:
  1. if goods are faulty or not as described, you may be entitled to have the goods repaired, replaced or refunded;
  2. if our services are faulty, you may be entitled have the services re-performed or to get some money back if we can't fix the issue;
  3. where the price has not been agreed upfront, the cost of the services must be reasonable; and
  4. where no time period has been agreed upfront for the provision of the services, we must carry out the services within a reasonable time.
2. In relation to Paid Memberships, we are under a legal duty to provide you with goods and services that are in conformity with your Contract. If you believe that any of the goods and services we have provided are faulty, please contact us using the contact details in section 2.
3. Nothing in these General Terms affects your legal rights under the Consumer Rights Act 2015. You may also have other rights in law. Advice about your legal rights is available from your local Citizens' Advice Bureau (www.citizensadvice.org.uk/) or Trading Standards office (www.gov.uk/find-local-trading-standards-office).
Limitation on our liability
1. Nothing in these General Terms limits or excludes our liability for:
  1. death or personal injury caused by negligence;
  2. fraud or fraudulent misrepresentation;
  3. breach of your legal rights in relation to goods and services (as described in section 13); or
  4. any other matter for which it would be illegal for us to limit or exclude our liability.
2. Except as described in section 14.1, we are not legally responsible for any:
  1. losses that were not foreseeable to you and us when the Contract was formed;
  2. losses that were not caused by any breach on our part;
  3. losses caused by something that was outside our reasonable control;
  4. business losses (including any loss of profits or revenue, loss of anticipated savings or loss of goodwill); or
  5. losses to non-consumers.
3. Subject to sections 14.1,14.4 and 14.5, our maximum liability to you in respect of our provision of services, however arising (whether in contract, tort (including negligence) or otherwise) shall not exceed the following:
  1. in respect of Free Memberships: [£25]; and
  2. in respect of Paid Memberships: a sum equal to 12 times the Monthly Fee applicable to your Paid Membership.
4. If we provide services in your property, we will make good any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services.
5. If defective digital content that we have supplied damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill we will either repair the damage or pay you compensation up to a maximum of £250. We reserve the right to inspect and verify any damage claimed, including to assess whether that damage was caused by us, and you must provide such cooperation as we may require to enable us to do so.
Your privacy and personal data
1. Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.
General
1. The Contract between you and us is personal to you. You may not assign, sub-license or otherwise transfer any of your rights or obligations under the Contract. We may transfer, assign, charge, sub-contract and/or otherwise dispose of part or all of our rights and obligations under the Contract at any time.
2. No one other than a party to the Contract has any right to enforce any of its terms.
3. If any provision of these General Terms is found to be invalid for any reason, the invalidity of that provision will not affect the remaining provisions of these General Terms, which will remain in full force and effect.
4. If we fail at any time to insist on strict performance of any of your obligations under the Contract, or if we fail to exercise any of our rights or remedies, this does not constitute a waiver of our rights or remedies and does not relieve you from compliance with your obligations. A waiver by us of any default does not constitute a waiver of any subsequent default. No waiver by us is effective unless it is expressly stated to be a waiver and is communicated to you in writing.
Dispute resolution
1. If you are unhappy with any aspect of our services or any other matter, please contact us as soon as possible using the contact details set out in section 2. We will try to resolve any disputes with you quickly and efficiently in accordance with our Pluzs Complaint Handling Policy, which can be accessed on the Pluzs App.
2. If we are unable to resolve any issues for you in accordance with our Complaint Handling Policy, or you are unhappy with the outcome, you may request that alternative dispute resolution ("ADR") is used. ADR is a process for resolving disputes between you and us that does not involve going to court.
3. If we have exhausted our Complaint Handling Policy, we will provide you with the name and website address of an ADR provider that would be competent to deal with your issue. If you make a request for the dispute to be settled by ADR, we will consider whether or not we wish to participate in ADR but we are not obliged by law to participate.
4. If you do not wish to use ADR, or you are unhappy with the outcome of ADR, you can still bring court proceedings.
5. English law will apply to these General Terms and the Contract, except that you will not be deprived of the benefit of the laws of any other part of the United Kingdom in which you are resident. If you want to take court proceedings, the courts of the region of the United Kingdom in which you live will have non-exclusive jurisdiction.

Pluzs Membership Cancellation Form

Please complete this form and allow up to 72 hours during a working week for cancellation, cancellation of membership confirmation will be sent to the account holders email.

I hereby give notice that I cancel my contract of sale for Pluzs membership:

General Membership Terms And Conditions

About us

Contact Us

These general terms and conditions

Eligibility for Pluzs membership

Your Pluzs membership contract

Supplying products and carrying out services

Payment and billing

Your right to make changes to your membership

Our right to make changes to your membership

Your right to cancel

Our right to cancel

Refunds and effect of cancellation

Your legal rights

Limitation on our liability

Your privacy and personal data

General

Dispute resolution

Pluzs Membership Cancellation Form