Terms of Service

WeCare365 Terms and Conditions

1. Introduction Welcome to WeCare365. These terms and conditions outline the rules and regulations for the use of our services. By accessing or using our services, you agree to comply with these terms and conditions.

2. Company Information WeCare365 is the trading name of ANA CONSULTANCY LTD, company number 11444348. Our registered office is located at 6 St. Monicas Avenue, Luton, United Kingdom, LU3 1PJ.

3. Services WeCare365 offers repair and maintenance services for home appliances and home emergencies. Our services are provided to clients located in the United Kingdom.

4. Payments are due upon confirmation of client satisfaction with the service or offer provided. WeCare365 accepts the following payment methods:

  • PBL (Payment by Link): A secure payment link sent to your email or phone.
  • MOTO (Mail Order/Telephone Order): Payments are processed over the phone with our customer service team.
  • Credit Card Payments: Payments made via major credit cards including Visa, MasterCard, and American Express.

Please note that payments must be completed promptly to avoid any delays in service. Failure to make timely payments may result in service suspension or termination.

5. Refund Policy

Clients reserve the right to submit a complaint or request a refund within 14 business days of receiving the payment. To request a refund or submit a complaint, please contact our customer service team with your service details.

Upon receiving a complaint or refund request, WeCare365 will review the request within 14 business days. During this review period, our team will assess the details of your complaint or request and provide you with a proposed resolution.

Courses of Action:

  • Resolution Proposal: WeCare365 will respond with a resolution within 14 business days from the date of complaint submission. This may include a refund, re-service, or another form of compensation deemed appropriate.
  • Acceptance or Mediation: If the proposed resolution is satisfactory, the process will be completed. If not, mediation may be suggested, involving a neutral third party to facilitate a mutually agreeable resolution.
  • Final Response: If mediation is unsuccessful, or if you accept the proposed resolution, WeCare365 will finalize the process within 7 business days after the agreement or decision.

Please note that all refund requests are subject to the terms outlined in your Service Plan.

6. Privacy Policy WeCare365 is committed to protecting your privacy. All data is stored and preserved according to standard regulations. We do not share your data with any third parties without your explicit consent.

7. For any inquiries or support, customers can contact us by calling 08082806047 or emailing us at help@wecare365.co.uk. Our customer service team is available to assist you with any questions or concerns.

8. Dispute Resolution In the event of a dispute, we recommend the following steps to handle the situation amicably:

  • Initial Contact: Contact our customer service team to explain the nature of the dispute. Provide all relevant details and any supporting documentation.
  • Internal Review: Our team will conduct an internal review of the dispute, including reviewing the service provided and any related communications.
  • Resolution Proposal: Based on the review, we will propose a resolution to the dispute. This may include a refund, re-service, or another form of compensation as deemed appropriate.
  • Mediation: If the proposed resolution is not satisfactory, we may suggest mediation. Mediation involves a neutral third party to facilitate a mutually agreeable resolution.
  • Legal Action: If mediation fails, either party may seek to resolve the dispute through legal action in the courts of the United Kingdom.

9. Governing Law These terms and conditions are governed by and construed in accordance with the laws of the United Kingdom. Any disputes arising from or related to the use of our services will be subject to the exclusive jurisdiction of the courts of the United Kingdom.

10. Changes to Terms and Conditions WeCare365 reserves the right to update or change these terms and conditions at any time. We will notify clients of any significant changes via email or through our website.

11. Acceptance of Terms By using our services, you acknowledge that you have read, understood, and agree to be bound by these terms and conditions.

12. Definitions

  • Administration Fee: A fee to cover processing administration.
  • Appliance: This means the electrical items identified in your Service Plan.
  • Authorised Repairer: An independent repairer authorised by us.
  • Authorised Representative: Any person you have appointed to act on your behalf by giving your consent in writing.
  • Beyond Economical Repair: Where we deem the cost of repairing the Appliance or the likelihood of another breakdown occurring to be too high (We retain complete discretion to make this judgment).
  • Breakdown: A mechanical or electrical part of your Appliance failing, causing the Appliance to operate improperly or not at all.
  • Commencement Date: This is the Start Date as shown on your Service Plan.
  • Contribution: A contribution by you towards the repair/replacement of your Appliance as outlined in your Service Plan.
  • Electrical Part: Any part of the Appliance which was included by the manufacturer through which electricity runs. This does not include pipes, hoses, etc.
  • Mechanical Part: Any parts which have powered movement during the normal operation of the Appliance. This does not include the detergent drawers, etc.
  • Service Check: A check carried out either by phone through a series of questions or by us or an Authorised Repairer carrying out a check of the appliance at your home.
  • Service Plan: A document outlining the Appliances covered, this agreement, and key points of your plan.
  • VAT: Value Added Tax calculated at the prevailing rate.
  • We/Us/Our: WeCare365 is incorporated in England & Wales with Company Registration number 13538008 (The Service Provider).
  • You/Your: The person named in the Service Plan.

13. What this Service Plan Includes

  1. This is a Service Agreement between you and Us. It is not a Contract of Insurance or an Insurance Policy. For the avoidance of doubt, the repairs and replacement of appliances are entirely at our discretion.
  2. The Service Plan includes the following:
    • Telephone assistance on how to use, repair, and service your appliance.
    • At our discretion and subject to the Service Plan Terms & Conditions, repair and/or replace the Appliances listed in your Service Plan only, in the event of an unexpected breakdown, subject to:
      • You making payment of your contribution as outlined in your Service Plan within 14 days of the invoice.
      • The cost of repair or replacement up to the current market value of your appliance if it had been a working appliance (up to a maximum of £1,000.00).
      • Any requests made under this agreement within 45 days of your Service Plan starting will be subject to an additional £250.00 contribution by you.

14. What this Service Plan Does NOT Include

  1. This Service Plan will not repair, replace, or cover the cost of repairing or replacing your appliance if:
    • A breakdown occurring as a result of Defective Workmanship carried out by someone other than an Engineer authorised by Us.
    • A breakdown occurs as a result of you or someone authorised by you not operating the Appliance in accordance with the manufacturer’s instructions.
    • A breakdown occurs as a result of an interruption to the public supply of electricity or gas.
    • A breakdown which is covered under your manufacturer warranty or some other warranty.
    • A breakdown as a result of an incorrectly installed Appliance.
    • A breakdown as a result of accidental or deliberate damage whether by you or anybody else.
    • Cosmetic Damage on your Appliance which does not cause a Breakdown.
    • Any loss suffered as a result of delays or other such losses in repair or replacement of your Appliance by Us.
    • Repair or replacement of non-electrical or non-mechanical parts.
    • Any Appliance imported from outside the EU.
    • Any Appliance not outlined in your Service Plan.
    • Any Appliance older than 15 years old.
    • Any Appliance used for commercial or non-domestic purposes.
    • Any Appliance modified outside of the manufacturer’s recommended specification.
    • Any serviceable or regularly replaced parts i.e., filters which the manufacturer recommends you change.
    • Any Appliances which have been recalled by the manufacturer.

15. Repairs Procedure

  1. You must stop using your Appliance as soon as you become aware of a breakdown or a possible breakdown.
  2. You must contact us on our repair helpline at 08082806047, and one of our remote technicians will guide you through the process of having your appliance repaired or replaced.
  3. You must not arrange for an Engineer yourself without our prior approval. In the event you incur charges without having our approval, we will not pay the Engineer on your behalf.
  4. If we authorise you to make arrangements for your own appointed Engineer, you must ensure that they contact us on the Repairs helpline before commencing any chargeable work.
  5. You must ensure all invoices are made out to WeCare365, and if the Engineer is VAT registered, they must send us a VAT invoice within 14 days of the work being completed.
  6. We may arrange for your Appliance to be transported to one of our repair centres to be repaired before being returned.
  7. If we decide not to approve your request for a repair or replacement, we will refund you all payments made to date.

16. Your Obligations

  1. You must ensure that the Appliance has been fitted in accordance with the Manufacturer’s instructions.
  2. You have a duty of care to look after, handle, and operate your appliance in accordance with the Manufacturer’s guidance.
  3. You must ensure that if you change your appliance, you contact our customer service helpline to ensure your Service Plan is updated to reflect this change. Failure to do so will result in this Appliance not being covered.
  4. You must ensure that you allow our Engineers access to the Appliance. If the Appliance is built-in, you must at your own expense arrange for the Appliance to be removed and easily accessible all around. If our Engineer attends and finds that they do not have access you will be charged an £80.00 call-out fee.
  5. You must ensure that you check the Service Plan thoroughly to ensure that all the information is correct. In particular, you should check that the make and model of the appliance listed in the Service Plan is correct.
  6. You should answer the initial questionnaire accurately as failure to do so may lead to the Service Plan being invalidated.

17. Payments, Charges & Fees

You authorise us to take the amounts shown in your Service Plan on the dates shown in your Service Plan.

Your Service Plan will have an active period for the year from the moment of the purchase. 

This plan is not a subscription and won’t be automatically renewed. 

We will contact you prior to the plan’s expiry to confirm if you wish to renew your plan for a further 12 months. 

If you do not wish to renew your plan, no further action is required and your plan will expire until you will decide to purchase it again.

18. Home Emergency Cover

Suspected Gas Leaks Suspected gas leaks must always be reported to the National Gas Emergency

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