Total Care

Download Terms and Conditions

These terms apply for the full 5 years of your Total Care Policy. This page contains a brief summary of cover & should not be taken to represent all the terms & conditions contained in the certificate of insurance, a copy of which is available from your retailer or direct from the scheme administrators, HomeServe Membership Ltd. This cover is underwritten by Inter Partner Assistance SA, The Quadrangle, 106 - 118 Station Road, Redhill, Surrey, RH1 1PR. Cover is governed by English Law. Total Care does not affect your statutory rights as a consumer. Calls may be recorded for quality control and training purposes.

Total Care will be offered for upholstery products. Total Care is subject to the following terms and conditions:

Eligibility

To be eligible to purchase this Total Care 5 year protection programme the goods must be for residential use, in a property which is not let or sublet and you must be a resident of the UK, Northern Ireland or Isle of Man.

Making a claim

(This can be found on the certificate under section 5) Our primary objective in the event of a claim will be the restoration of your furniture, and you should contact us on 0870 320 0333 within 72 hours of the accident discovery. We will then offer you a mutually convenient appointment for one of our experienced specialists to call and rectify your problem. Where the accident is likely to result in a stain please act immediately, remove any solid matter and soak up any moisture using a clean white cloth or absorbent tissue. Do not rub or use household cleaners or abrasives. Stains can be limited at this point using the blot and dabbing action.

Exclusions & Limitations

(This can be found on the certificate under section 4) Any claim for or resulting from the following will not be valid:

  1. Damage caused deliberately by any person or child;
  2. Wear and tear consistent with the initial quality of the product and the manner in which the product is used;
  3. Loss of resiliency that is determined within the reasonable limits of the products quality;
  4. Neglect, abuse, or misuse of the product;
  5. The effects of sunlight, wind, weather, rusting, radiation, building fire, smoke damage, flooding or corrosion upon the product;
  6. Structural Defects in products that have been manufactured in accordance with a defective design or specification;
  7. Changes in colour of any part of the product regardless of the cause;
  8. Stains caused by dye transfer;
  9. Staining by Accidental Damage to products used in a food preparation area;
  10. Use of incorrect or inappropriate cleaning products or cleaning methods;
  11. The removal of any odour even where cause by a stain;
  12. Damage caused whilst the product is in transit;
  13. Damage caused by animals (other than animal fluids), birds or insects (NOTE: Pet damage is limited to one incident only during the life of the policy);
  14. Costs, expenses or other financial loss in addition to the costs of cleaning, repairing or replacing the product;
  15. Use of the product in residential premises which you let or sublet;
  16. Use of the product outside the United Kingdom, Northern Ireland and the Isle of Man;
  17. Structural Defects first discovered before the expiry of the manufacturer's guarantee.

Complaints

If you have a complaint, please phone: 0870 320 0333 if you are a resident of the United Kingdom, or 01 2000 200 if you are a resident of the Republic of Ireland, email customer.care@hsweston.co.uk or write to HomeServe Membership Ltd, Customer Care Manager, FREEPOST NAT12806, Weston-super-Mare, BS23 3BR, United Kingdom. We will do our best to resolve this to your satisfaction but if you remain dissatisfied we will give you information about referring your complaint to the Financial Ombudsman Service if you are a resident of the United Kingdom or the Financial Services Ombudsman if you are a resident of the Republic of Ireland.

Cancellation

(This can be found on the certificate under section 7) You may cancel this insurance and receive a full refund of premium you have paid, provided you have not made a claim, by returning to the store where you bought the product together with the sales receipt or invoice and certificate of insurance within 14 days from receipt of your certificate. No refund of premiums will be due if you cancel after this date.

Compensation Scheme (UK residents only)

Inter Partner Assistance SA and HomeServe Membership Ltd are covered by the Financial Services Compensation Scheme (FSCS). The FSCS is a safety net for customers if we are unable to meet our liabilities. You may be entitled to compensation in these circumstances depending on the details of any claim. Further information about the scheme is available from the FSCS.

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