Terms & Conditions
Last updated: 8 September 2026
These terms cover the two things we sell — one-off appliance repairs and fixed-term service contracts — and your use of this website. We've written them in plain English on purpose: if anything here is unclear, ask us before you buy, and we'll give you a straight answer.
1. Who you're dealing with
Care & Replace Ltd, a company registered in England and Wales (company number 17430086), registered office 129 Ringmer Road, Brighton, BN1 9JA ("we", "us"). You can reach us at hello@careandreplace.co.uk. A contract between us is formed when we confirm your booking or service contract in writing — not before.
2. What we are — and what we are not
A Care & Replace service contract is exactly what its name says: a contract under which we provide repair services for the appliances listed in your contract documents, for a fixed period, in exchange for a single payment. It is not an insurance policy, we are not an insurer, and our services are not regulated by the Financial Conduct Authority. If what you want is insurance, an insurer is the right place to buy it.
3. How prices and payment work
Everything we sell is priced individually and confirmed to you in writing before you commit to anything. Once agreed, the price is fixed.
- One payment, taken once. Both repairs and service contracts are paid for with a single one-off payment. We do not take recurring payments, we do not set up Direct Debits or continuous payment authorities, and there is nothing that renews by itself. When your contract ends, it simply ends — taking out a new one is always your choice, never automatic.
- When payment is due is set out in your written quote or contract documents, along with the payment methods we accept.
- Prices include VAT where applicable, at the rate shown in your written quote.
4. One-off repairs
Tell us what's broken and we'll confirm a fixed price in writing before anything is booked. That price covers the work described in your quote — typically the visit, labour and the parts identified. If an engineer discovers the fault is different or bigger than described, we'll stop and agree any revised price with you before doing further work; you can walk away at that point paying only for what has actually been done, as set out in your quote.
Repairs are carried out by qualified engineers during normal working hours. We'll agree timings with you when we book — we don't promise what we can't control, but we do promise you'll always know where you stand.
5. Service contracts
Your written contract documents are the definitive description of your cover. In summary, every service contract works like this:
- It covers the specific appliances listed in your documents, for the fixed period stated there (for example, twelve months or three years), starting on the date shown.
- It covers mechanical and electrical breakdown of those appliances — including call-outs, parts and labour on covered repairs — during normal working hours.
- Appliances must be in normal working order when the contract starts, installed in a private UK home, and used domestically. You must be at least 18 and resident in the UK.
- A contract belongs to the household and address in the documents; if you move house, tell us and we'll update it.
6. What no contract covers
We'd rather you read this before buying than discover it after. Service contracts do not cover:
- faults that existed before your contract started;
- cosmetic damage that doesn't stop the appliance working (scratches, dents, discolouration);
- damage caused by accident, misuse, or third-party repairs;
- consumables and accessories (filters, bulbs, shelves, remote controls and the like);
- routine cleaning and maintenance;
- appliances used commercially or outside a private home;
- anything still covered by a manufacturer's warranty or recall — that's the manufacturer's job, and we'll point you to them.
7. If an appliance can't be repaired
Sometimes an appliance is beyond economical repair. If that happens to a covered appliance during your contract, the support we provide towards a replacement is set out in your contract documents. Whatever the documents say, one thing is constant: we'll always tell you honestly when repair stops making sense, rather than charging you to delay the inevitable.
8. Changing your mind
When you buy from us at a distance (online, by email or by phone), you have a legal right to cancel within 14 days of the contract being made, under the Consumer Contracts Regulations 2013.
- Cancel within those 14 days without having used any service and you'll receive a full refund.
- If you ask us to start work within the 14 days (for example, an urgent repair) and then cancel, we may deduct a reasonable amount for the work already done, as the regulations allow.
- Cancellation of a service contract after the 14-day period is handled as set out in your contract documents.
To cancel, email hello@careandreplace.co.uk — no forms, no retention scripts.
9. Your statutory rights
Under the Consumer Rights Act 2015, our services must be carried out with reasonable care and skill, and anything else the law entitles you to is yours regardless of what these terms say. Nothing in these terms reduces your statutory rights.
10. If we get something wrong
If we breach these terms or fail to use reasonable care and skill, we are responsible for losses you suffer that are a foreseeable result of that failure. We are not responsible for losses that were not foreseeable, or for business losses — our services are for private households. Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, or for fraud.
11. Complaints
If something isn't right, email hello@careandreplace.co.uk with "Complaint" in the subject line. A real person will acknowledge it promptly and work with you to put it right. We'd genuinely rather hear it than lose you.
12. Using this website
The content on this site is general information, not advice tailored to your appliance, and we may update it at any time. Submitting an enquiry through the site doesn't create a contract — see section 1. The site's content, branding and design belong to us; please don't reuse them without permission, and please don't use the site for anything unlawful. Our privacy policy explains how we handle your information.
13. The general bits
- We may update these terms from time to time; the version on this page applies to new purchases from its date. Changes to an existing service contract will be notified to you in writing with reasonable notice, and if a change is to your significant disadvantage, you'll have the option to cancel.
- Contracts are personal to you and your address and can't be transferred without our agreement.
- If any part of these terms turns out to be unenforceable, the rest still applies.
- These terms are governed by the law of England and Wales, and any disputes will be dealt with by the courts of England and Wales.