Frequently Asked Questions

9am – 5.30pm. Monday to Friday. We are not open Bank Holidays and varied days over Christmas (these will always be noted on the website in advance)

Our VAT No: 255384488.

Our company number is 10175420.

- Call-out fees, parts, and labour.

- Replacement if the appliance cannot be repaired.

- Local, qualified engineers

- Cosmetic damage: such as scratches or dents.

- Pre-existing faults: any issues that existed before the plan started. Accidental damage.

- Consumables.Spoiled food because of an appliance not working.

- Commercial use: appliances must not be commercial models, used for business and/or used in a business setting.

Yes, HomeShield Direct do not cover appliances that are 15 years or more.

There is no excess to pay.

To keep costs down, delivery and installation fees are not included in your plan. However, if you require either of these services, we will happily organise them for you and payment can be made at the time they are requested.

Yes, there is a14-day cooling-off period after purchase to cancel the plan. If you change your mind within that period, any monies debited from you will be refunded.

New plans have a 45-day exclusion period before you can claim. This helps to prevent claims being made for pre-existing problems which in turn helps us to keep our prices lower.

Call us on 0345 5570 700 and we will talk you through the whole process. It is helpful if you have your plan number when you call.

If your claim is approved, your plan will cover you for the cost of an engineer call out and any necessary repair. If the engineer deems your appliance beyond economical repair, we will contact you with your options which will usually be options of replacement appliance or a BACS payment of the trade value of an appliance of equivalent specifications to your own.

Within the constraints of your plan, we will endeavour to offer a replacement appliance that is the same as your ‘beyond repair’ machine, however, if this is not possible, we will offer a replacement with similar specification/functionality.

Please call 0345 5570 700 and our team will cancel your plan.

If you change your mind within the cooling-off period, any monies debited from you will be refunded. If your plan is cancelled after the cooling off period, your plan will be cancelled immediately but you will not receive a refund for monies already paid.

HomeShield Direct do not charge cancellation fees, penalties or a notice period.

To give you additional peace of mind that your appliances are always going to be covered, we will automatically renew the cover unless we receive a communication from you to cancel the policy before the expiry date. We will always send you a reminder.

You can read our T&Cs that are on our website and in your plan paperwork. Always check the specific terms and conditions for details on benefits and exclusions. You can read your Plan Documents or call our helpful team on 0345 5570 700.