Home Emergency Protect Ltd
Terms and Conditions
1. Agreement Overview
These Terms and Conditions form a binding agreement between you (“the Agreement Holder”) and Home Emergency Protect Ltd (“we”, “us”, “our”). This warranty provides access to emergency assistance services for certain sudden and unforeseen issues at your property.
This is not an insurance product. It is a warranty agreement for domestic emergency support, offered under the terms below.
Your agreement becomes active on the start date shown in your welcome documents. The start date is 14 days after your setup date, following a cooling-off period during which no payment is taken.
2. Who and What is Covered
This agreement covers the named holder at a single private residential address within the UK. It applies only to domestic properties — not commercial premises or holiday lets.
Included emergencies:
1. Electrical Emergencies
– Internal power loss not caused by grid failure
– Dangerous faults (e.g. exposed wiring, fuse box failure)
– Emergency electrician attendance
2. Roof Damage
– Storm, wind, or impact-related damage
– Sudden leaks or tile loss
– Temporary weatherproofing
3. Windows & Doors
– Boarding of broken windows
– Door repairs after break-in or accident
– Optional: Replacement costs (if stated in your agreement)
4. Lockouts & Lost Keys
– Locksmith call-out for loss, theft or snapped keys
– Lock replacement if necessary
5. Sudden Damp / Water Ingress
– Emergency support for new damp or water patches from external sources
– Mitigation to reduce immediate damage
– (Excludes long-term, rising or pre-existing damp)
Claim Limit:
Each claim is subject to a £2,000 maximum limit.
3. What’s Not Covered
This agreement does not include:
• Issues known or existing before your policy starts
• Routine maintenance, servicing, or inspections
• Wear and tear or gradual deterioration
• Cosmetic or non-urgent issues
• Boiler breakdowns, plumbing faults, or internal leaks
• Electrical faults caused by external supply problems
• Damage from fire, flood, vermin, subsidence, or structural movement
• Properties vacant for 30+ consecutive days
• Commercial properties or shared tenancy buildings
• Any costs incurred without prior authorisation from us
We may request evidence to determine when the issue occurred or whether it qualifies as an emergency under this agreement.
4. Making a Claim
To make a claim, contact us:
• Phone: 0203 3780 5253 (available 24/7)
• Email: info@homecareprotect.uk
You must report emergencies as soon as possible after becoming aware. We’ll assess eligibility and dispatch an approved contractor if covered. If the issue does not qualify, we’ll inform you clearly with no further action.
We may recommend remote diagnosis or self-resolution steps if appropriate.
5. Your Responsibilities
You agree to:
• Provide accurate information when signing up
• Maintain your home to a reasonable standard
• Notify us of known or suspected faults before the policy starts
• Cooperate during inspections or repairs
• Allow access to the property when required
False, misleading, or withheld information may result in claim rejection or policy cancellation.
6. Access and Safety
When an engineer is dispatched:
• A responsible adult (18+) must be present
• Clear access must be available
• Conditions must be safe for our contractor
We reserve the right to refuse service if safety or access standards are not met.
7. Duration and Renewal
Your agreement lasts for 12 months from the start date. It automatically renews unless cancelled in advance.
You’ll receive updated documents and a Direct Debit Guarantee 14 days before your next payment, giving you time to cancel before renewal.
8. Cooling-Off Period & Cancellation
• A 14-day cooling-off period begins from the setup date, not the start date.
• During this period, no payment is taken.
• You can cancel at any time by contacting us.
If cancelled within this period, your policy will be voided with no charge. If cancelled after the start date, the policy remains active for the remainder of the paid term — no refunds are given unless legally required.
9. Payment
You can pay:
• Monthly: £23.99
• Quarterly: £75.00
• Annually: £275.00
Payments are collected by Direct Debit on your start date, which is 14 days after your setup date.
Missed payments may result in suspension or cancellation. We may contact you first if any issues arise.
10. Fair Use Policy
This warranty is intended for genuine domestic emergencies. While there is no set claim limit per year, excessive or repeat claims may trigger a review.
We reserve the right to:
• Decline further claims if abuse is identified
• Cancel the agreement if services are misused
This ensures fair usage and continued service for all customers.
11. Data Protection
We comply with the UK GDPR and Data Protection Act 2018. Your data will only be used to administer this warranty and provide support.
To access or update your data, contact:
Home Emergency Protect Ltd
0203 3780 5253
Email: info@homecareprotect.uk
12. Complaints
If you’re unhappy with any aspect of the service, contact us:
Customer Services
Home Emergency Protect Ltd
Phone: 0203 3780 5253
Email: info@homecareprotect.uk
We aim to respond within 5 working days. If unresolved, you can escalate your complaint to our ADR provider:
ADR Group
www.consumer-dispute.co.uk
13. Legal Status
This is a warranty agreement, not an insurance product. It is not regulated by the Financial Conduct Authority (FCA) and does not fall under the Financial Services Compensation Scheme (FSCS).