How it works
How your cover works,
from start to finish.
Here’s the whole thing in order: what you sign up to, the first 60 days, what happens when something breaks, and what we do if it can’t be fixed. It says what our terms say, in plain words.
Rather ask? 0203 606 0916, Monday to Friday, 9am to 6pm.
Getting set up
Getting your plan set up.
- 1
Choose what you’d like covered
Any of the eight appliance types, up to 9 appliances on one plan. Each one you add costs a little less than the one before: £9.99 a month for one, £59.99 for 9. Pay monthly, or pay quarterly or for the year up front, which works out cheaper.
- 2
We set it up with you
Ring us, email us or send the form on our get-covered page, and we’ll set your plan up with you. It starts on the day we take your first payment, and we send you a plan confirmation listing your covered appliances, your price and your start date. That and our terms are the whole agreement.
- 3
You have 14 days to change your mind
Cancel within 14 days for a full refund, for any reason. After that you can still cancel at any time, with no fee and no minimum term.
Before you can book a repair
The first 60 days.
Each appliance has a 60-day waiting period from the day it’s added to your plan. In that time you can’t book a repair on it under the plan, and a breakdown in that window isn’t covered. It stops people signing up with a machine that’s already broken, which is what keeps the price where it is.
If something breaks in those 60 days
Ring us anyway. We’ll quote you for a one-off repair at our normal rate, and your plan carries on as before.
If it’s already playing up
A fault that was there before you took cover out isn’t covered, so don’t add that appliance yet. Book a one-off repair, then add it once it’s working.
It’s separate from your 14 days
You can cancel within the first 14 days for a full refund, whether or not the waiting period has ended.
When something breaks
What happens, step by step.
- 1
Tell us what it’s doing
Ring the helpdesk on 0203 606 0916, Monday to Friday, 9am to 6pm, or use the form on our website. Have the make, model and serial number to hand. If it’s leaking, sparking, smoking or tripping your electrics, stop using it.
- 2
We try the two-minute fix first
Some faults, like a blocked filter, a tripped switch or a door that isn’t latching, can be put right in a couple of minutes. If that’s the case, we’ll talk you through it on the phone rather than send someone out.
- 3
We book an engineer
If it needs a visit, we book one and tell you the date and the time window when we book. Someone aged 18 or over needs to be in, and the engineer needs clear, safe access to the appliance, including room to pull it out. If nobody’s in, we rebook for the next available date.
- 4
It’s diagnosed on the spot
The engineer works out what’s wrong at your home and carries the parts that fail most often. If a part has to be ordered, we tell you when it’s expected and book the return visit at the same time, and we’ll let you know if that date changes.
- 5
Nothing to pay on the doorstep
Parts, labour and the callout are in the price of your plan. There’s no limit on how many repairs you can have, and no ceiling on what a repair can cost. If the fault turns out to be one the plan doesn’t cover, we tell you before any work starts, you aren’t charged for the visit, and you can choose whether to have it done as a one-off repair at our normal rate.
How long does a repair take?
We aim to repair every breakdown as quickly as we reasonably can, but we don’t promise a fixed number of days, because it depends on parts and on where you live. If a repair is taking longer than it should, ring us and we’ll tell you honestly where it’s up to.
Want to try the quick checks yourself first? Four quick checks to try first
If it can’t be fixed
We’ll replace it with a new one.
Our engineer makes the call
If a repair would cost more than the appliance is worth putting right, or the parts are no longer available, we replace it. We tell you the decision and the reason.
Like for like, and new
You get a new appliance of the same type, with a similar capacity, function and specification. It may not be the same brand. We talk you through it before it’s ordered, and if you’d rather have a dearer model, you pay the difference.
Delivered, fitted, old one taken away
We pay for delivery and a standard like-for-like installation, and we take the old one away and dispose of it. Nothing is knocked off for its age. If fitting needs more than that, such as new pipework or wiring, we tell you before delivery and agree who does it.
It stays on your plan
The new appliance takes the old one’s place with no new waiting period, and your price doesn’t change. While its own manufacturer’s warranty lasts, we’ll ask you to use that for anything it covers.
Along the way
After a repair, and while you’re on the plan.
If the same fault comes back
Ring us and we’ll put it right. On your plan that’s covered anyway. If the appliance has left your plan and the same fault comes back within 12 months of a repair we did, we’ll still put it right at no charge.
Adding or taking off appliances
Ring us whenever you like. Your price moves to the tier for the new number of appliances from your next payment, and an appliance you add has its own 60-day waiting period.
Your price, and renewal
Your price is fixed for each plan year. If it’s going to change at renewal, we write to you at least 30 days before. The plan renews on its own, and you can cancel at any time, so a renewal never locks you in.
Moving house
Ring us and we’ll move the plan with you, anywhere in the UK, the Isle of Man or the Channel Islands.
Is this insurance or a warranty?
No. Fix It Homecare is an extended cover plan: a service agreement where we repair your appliances, and replace them if they can’t be fixed, in return for a regular payment. It isn’t an insurance policy and it isn’t a manufacturer’s warranty. What the plan does and doesn’t do is set out in full in our terms and on this site, and if you’d like the detail before you commit, ring us on 0203 606 0916 and ask.
How old can my appliances be?
We don’t turn appliances away on age. If your machine is old enough that replacing it makes more sense than covering it, we’ll say so rather than sell you a plan.
Which brands do you work on?
All the mainstream domestic makes. If you’ve got something unusual or imported, ring us with the model number before you sign up and we’ll tell you honestly whether we can get parts for it.
Do you cover appliances in a rented property?
We cover domestic appliances in a home you live in. If you’re a landlord covering appliances in a property you let out, ring us first. It depends on the arrangement, and we’d rather check with you before you pay than have a disagreement later.
Are you available at weekends?
The helpdesk is open Monday to Friday, 9am to 6pm. We’re not a 24-hour service. If you need help at night or at weekends, some larger providers do offer it, and that’s a fair reason to choose one of them instead.
See your price in about a minute.
Tap the appliances you’d like covered and the price is on the screen before you commit to anything.