1. Nature of the subscription

This is a device care, servicing and repair-support subscription. It is not insurance, provides no cash compensation and does not cover theft, loss, missing devices or general financial loss. It provides access to eligible diagnostics, servicing, repair support and discounted repair benefits, subject to these terms.

2. Device covered and eligibility

The subscription applies only to the specific device recorded by model, serial number and starting condition. It does not automatically cover another device, a replacement device or accessories. The device must be in good working order when the subscription starts and may require inspection. We may refuse a request relating to a pre-existing issue, hidden fault, previous damage or liquid exposure before joining, tampering or unauthorised repair.

3. Four-month waiting period

No repair claim, accidental-damage request, fault request or service benefit can be made during the first four calendar months from the subscription start date.

4. Pre-existing faults

Pre-existing, known, intermittent or hidden faults and damage are not covered. This includes issues involving liquid, impact, motherboard, screen, battery, charging, software or performance that existed before joining, and issues arising from earlier work not performed by our authorised technicians.

5. Benefits after the waiting period

Where payments are current, eligible benefits may include diagnostic assessment, priority assessment, repair-labour support on qualifying faults, discounted repair pricing, maintenance advice and reasonable help with repair options. Every repair remains subject to diagnosis, parts availability, economic viability and professional assessment.

6. Excesses and replacement contributions

Only one excess applies to an approved repair event. The amounts below are not added together.

• Standard device excess: £50 for phones, standard tablets, watches and small devices; £95 for MacBooks, laptops, iPad Pro and similar portable computers; £125 for iMacs, desktops, gaming PCs and larger devices.
• Screen damage and other high-cost repairs: the higher of the relevant standard device excess or 50% of the normal repair price.
• Liquid damage, board-level damage or multiple damaged areas: the higher of £150 or 50% of the normal repair price. This single excess takes precedence over the standard device and high-cost repair excesses.
• If a replacement is agreed instead of repair, the contribution is 25% of the agreed replacement value, with a minimum of £150. It replaces the repair excess and is not added to it. Any repair excess already paid for the same event is credited towards the replacement contribution; any overpayment is refunded.

For example, a qualifying £300 MacBook screen repair has a single £150 excess, not £95 plus £150. A qualifying £400 liquid-damage repair has a single £200 excess.

Accidental liquid damage occurring after joining and after the four-calendar-month waiting period is eligible for assessment, subject to the existing limits and exclusions. Pre-existing liquid damage remains excluded.

We will explain the applicable excess, normal repair price or agreed replacement value and any effect of the section 7 contribution limit before you authorise work. A replacement is subject to agreement and is not guaranteed. These rules do not introduce any additional eligibility restriction or reduce an existing customer’s agreed entitlements.

The excess is additional to subscription payments and is payable before accidental-damage work begins. Once parts have been ordered or work has started it is non-refundable, except where your statutory rights require a refund or the replacement-credit rule above applies.

7. Accidental-damage limits

Accidental-damage support is limited to one approved request per device in any rolling 12-month period. The maximum contribution is the lower of the current used market value, reasonable repair cost or £600 per repair event, unless agreed otherwise in writing.

8. Exclusions

• Issues during the waiting period or pre-existing faults and damage
• Theft, loss, cosmetic-only damage, wear and tear or naturally degraded batteries
• Accessories, chargers, cables and peripherals
• Software-only issues, passwords, account locks, data loss, recovery, viruses or malware
• Deliberate damage, misuse, neglect, reckless handling, tampering or unauthorised repair
• Devices loaned, rented, sold or transferred; commercial fleets unless agreed in writing
• Manufacturer recalls, known design defects, unsuitable chargers or third-party parts
• Pre-existing liquid damage; damage from overheating, poor storage or pests. Eligible accidental liquid damage after the waiting period is assessed under section 6.
• Repairs where parts are unavailable or repair is not economically viable

9. Customer responsibilities

You must keep payments current, provide accurate device information, report damage promptly, stop using an unsafe or liquid-damaged device, back up data, remove locks when required, provide ownership evidence if requested and pay applicable excesses or balances. We are not responsible for data loss, software, settings, accounts, files, business interruption or consequential loss.

10. Payments, cancellation and cooling-off

If payment fails, benefits may be suspended immediately. After 14 days unpaid, we may cancel the subscription. Reinstatement may be treated as a new subscription with a new waiting period. You may cancel renewal with written notice or through our secure customer portal. Portal cancellations take effect at the end of the current billing period. Payments already made are not refundable except where statutory rights apply. Consumers subscribing online or at a distance have a 14-day cooling-off right, subject to statutory rules. A proportionate charge for services supplied during that period applies only where you expressly requested an early start and the law permits it.

11. Repair decisions and fair use

Technicians make repair decisions after diagnosis. A repair may be refused if excluded, pre-existing, unsafe, uneconomical, caused by misuse or outside the subscription. Repair is not guaranteed. Genuine-use limits apply, and excessive, abusive or out-of-scope use may be refused.

12. Collection, transfer and statutory rights

Devices should be collected when ready; items left more than 28 days may incur storage charges. The subscription is personal to the customer and registered device and cannot be transferred without written agreement. Nothing in these terms removes your statutory rights.

13. Our right to cancel

We may cancel or refuse a subscription where information is false or misleading, the device was already faulty, payments are missed, behaviour is abusive or dishonest, the device was tampered with or repaired elsewhere, parts are unavailable, or continued service is commercially unreasonable or unlawful.

14. Agreement

By subscribing and signing the registration record, you confirm that you understand the waiting period, pre-existing-fault exclusion, the excesses and minimum contributions in section 6—including the liquid-damage minimum—and that this is a service subscription rather than insurance.