SquareTrade Extended Warranty

Terms and Conditions

  • The Insurance

    You are covered against the repair or replacement cost of Your Insured Item in the event of Mechanical or Electrical breakdown after the expiration of any manufacturer guarantee and/or Accidental Damage during the Period of Cover (accidental damage is included only if indicated by your certificate of insurance).

    Definitions

    The words and phrases defined below have the same meaning wherever they appear in bold in this policy document.

    Administrator/We/Us/Our - SquareTrade Limited

    Certificate of insurance - the document sent to you via electronic or physical mail and attached to the policy document, sent electronically to you at the time of purchase, defines the period of cover and insured item.If the item is purchased in store, the policy document is the receipt attached to the terms and conditions.

    Insured item - the covered item described by your certificate of insurance.

    Period of cover - the cover period defined on your certificate of insurance.

    You/your - the person named on the certificate of insurance.

    Insurer and FSA Details

    This insurance is underwritten 100% by AmTrust International Underwriters Limited. Registered in Ireland 169384, Registered Office: 40 Westland Row, Dublin 2, Ireland. AmTrust International Underwriters Limited is authorised and regulated by the Central Bank of Ireland and is licensed to operate in the United Kingdom by the Financial Services Authority, register number 203014.

    Administrator Details

    This insurance is administered by SquareTrade Limited, Registered in England No. 7165194. Registered Address: 48 – 54 Charlotte Street, London, W1T 2NS SquareTrade Limited is authorised and regulated by the Financial Services Authority under registered number 538538.

    Financial Services Compensation Scheme

    You may be entitled to compensation from either the Financial Services Compensation Scheme (FSCS) in the UK or from the Insurance Guarantee Scheme (IGS) in Ireland if the Insurer cannot meet its liabilities under this policy. The level of compensation provided will depend on the circumstances of the claim. Further information is available from FSCS at either www.fscs.org.uk or by phoning 0800 678 1100 or from the Central Bank of Ireland at PO Box 559 Dame Street Dublin 2.

    Cover Description

    We will provide the cover set out below for the period of cover:

    • Accidental Damage Cover - If your certificate of insurance indicates that accidental damage is included, we will cover any repair costs if your insured item fails to operate as the result of an accident.

      Examples of accidents covered include drops, spills and liquid damage associated with the handling and use of the insured item. It does not provide protection against theft, loss, reckless or abusive conduct, cosmetic damage, damage that does not affect unit functionality, or damage caused during shipment between you and our service providers.

    • Breakdown Cover - After the expiry of any manufacturer’s guarantee we will cover any repair costs if your insured item suffers a mechanical or electrical breakdown during normal use. Examples of breakdowns covered include hard drive failures, motherboard issues and power port malfunctions. We will also cover battery failures if the battery is not designed to be removable by you and is holding less than 50% of its original charge.

    Limit of Coverage

    The maximum liability under this Contract shall be the original purchase price of the insured item, excluding delivery charges. If you have received repairs or replacements up to the value of the original purchase price of the insured item or a cash settlement or a gift card for the replacement cost of a new item of equal features and functionality, your policy will immediately end.

    How we will Service your Item

    Depending on the item and failure circumstances, at our sole discretion, we will either:

    • Repair your insured item,
    • or provide a cash settlement or a gift card reflecting the replacement cost of a new item of equal features and functionality up to the price paid for the insured item,
    • or provide a new product of the same model.

    Place of Service

    At our discretion, large items will receive On-Site Service and we will arrange to repair or replace the insured item at your location during normal business hours. For smaller items, we will provide a free prepaid shipping label to our authorised service facility for repair,replacement or settlement. For fragile items like laptops, we may also provide you with a free prepaid Shipping Box to send your item to us. You will be responsible for safe packaging and shipment. If the authorised service facility determines the item is in working condition or is not covered by your Service Agreement, we will return the item to you or dispose of it at your request. If you do not submit the insured item we will not be able to consider your claim.

    If you receive a cash settlement or gift card or a replacement, then we may take possession of the original item and dispose of it. If we choose not to take possession of the original item, we will not be responsible for any disposal charges.

    Worldwide Service

    If your product needs repair while you are travelling outside of England, Scotland, Wales and Northern Ireland, you must indicate that you are travelling when you file your claim. Worldwide service does not include shipping or on-site service. If you do not wish to pay for shipping to and from our service facility in the UK, you can obtain service by taking the Covered Product into an authorised service centre and submit to us a copy of the detailed service repair invoice that identifies the insured item, the repair authorisation number, and a thorough description of the repair made. This documentation should be faxed or emailed to us. We will reimburse you within 5 business days of receipt of all necessary paperwork, provided a covered repair was performed.

    In the event of a covered breakdown, you must call SquareTrade for the repair to be authorised.

    How to Make a Claim

    In the event of a covered breakdown, call SquareTrade Limited at 0808 189 1453 or 0203514 2354 from your mobile between 9am and 6pm GMT, 7 days a week to explain the problem. We will attempt to troubleshoot the problem you are experiencing. If we cannot resolve the problem, you will be contacted by an authorised service centre. Service will be provided at an authorised repair centre within a reasonable time of your request.

    Cancellation

    You have the right to cancel this insurance at any time during the period of cover by calling 0808 189 1453 or 020 3514 2354 from your mobile, between 9am and 6pm GMT, 7 days a week. We may cancel the policy at any time by giving 30 days written notice to you. In the event of cancellation within the first 45 days after receipt of this policy, then you will receive a full refund, less the cost of any prior claims.

    Otherwise, we will calculate the pro-rated premium for the period that you have been insured and refund the balance, less the cost of any prior claims.

    Transfers

    You may transfer this policy to another personby calling 0808 189 1453 or 020 3514 2354 from your mobile, between 9am and 6pm GMT, 7 days a week. We will not pay for any transportation damage occurring whilst the item is being shipped to a new owner.

    Exclusions

    Your insured item is not covered for:

    • For iPhones and Mobile Phones only, the first £50 of each claim.
    • Any cost for the replacement or reinstatement of any data, software, information or music stored on the insured item.
    • Breakdown or accidental damage caused by:
      • Commercial use of the item, such as servers or printers used in an office setting
      • Abuse, misuse, neglect of the insured item
      • The weather such as lightning, rain, flood andhigh winds
      • Accessories or peripherals beyond those thatcome included with the product
      • Any form of portable external storage media,such as tapes, CD's and DVD's
      • Software, programming, or any form ofelectronic virus
    • Repair costs for:
      • Work which relates to a manufacturer's recallof the insured item.
      • Disposable/customer replaceable items such as removable batteries.
      • Repairs carried out by persons not authorised by us.
    • Any cost suffered as a result of not being able touse the insured item or any cost other than the repair or replacement cost of the insured item
    • Any damage to your insured item which doesnot affect the operation, function or safety of the insured item
    • Any cost for breakdown or accidental damage as a result of delivering or installation of the insured item
    • Any cost for routine maintenance, adjustment,modification, or servicing
    • Servicing, inspecting or cleaning of the insuredproduct and failure to follow the manufacturer's instructions or installation guidelines
    • Repairs to LCD/Plasma televisions due to orarising from:
      • Unusual physical or electrical stress, burned screen or software interface problems.
      • Pixel failure where the location or number does not exceed the manufacturer's acceptable limit.
      • Any damage caused during delivery or installation.
      • Any costs covered under the manufacturer's warranty.
      • War, terrorism, act of foreign hostilities(whether war be declared or not), civil commotion, or contamination by nuclear radiation.
      • Damage to product(s) with removed or altered serial numbers.

      Other Conditions and Limitations

      • This insurance must have been purchased at the same time as the insured item or within 30 days of purchase
      • This insurance only applies to items purchased as new. There is no cover for items described as ‘used’ or ‘second-hand’
      • You must be over 18 years of age to take out this insurance cover.
      • This insurance is limited to insured items purchased by residents of England, Scotland, Wales, and Northern Ireland and purchased in the United Kingdom.
      • All aspects of the policy, including negotiation and performance, are subject to English law and the decisions of English courts.
      • This insurance is automatically cancelled, if you submit a claim knowing it to be false, fraudulent or a misrepresentation, in which case we may refer the matter to the Police.
      • You may be requested to submit to us the damaged insured item for inspection. If you do not submit the insured item we will not be able to consider your claim. We will pay for shipping the item to us.
      • If you receive a cash settlement or gift cardor a replacement because the original item is considered uneconomical or not possible to repair, then we may take possession of the original item and dispose of it. If we choose not to take possession of the original item, we will not be responsible for any disposal charges
      • You must provide proof of purchase of the insured item in the event of a claim, such as a purchase receipt from the retailer of the insured item

      Complaints

      SquareTrade's goal is to provide you with the best service possible at all times. If for any reason you are not satisfied with our service, contact SquareTrade and we will promptly review your case and respond to you. You can contact SquareTrade at:

      Customer Experience Manager,

      SquareTrade Limited,

      48 - 54 Charlotte Street,

      London,

      W1T 2NS.

      We will contact you immediately after receiving your complaint to inform you of what action we are taking and explain our complaint handling process to you. Once you have received your final response from us, and if you are still not satisfied you can contact the Financial Ombudsman Service: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall,London, E14 9SR. By telephone on 0845 0801800 or 0300 1239 123 or by email: complaint.info@financial-ombudsman.org.uk

      Data Protection

      The details you supply to make your warranty purchase will be stored and used by the Administrator, SquareTrade Limited. This information may be shared and exchanged with the insurer or other third parties for the purpose of providing insurance and handling claims and repairs. Your personal details may be transferred outside the EU. They will at all times be held securely and handled with the utmost care in accordance with all principles of English and Irish law.

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