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Candor Care Limited – Monthly Warranty Service Plan Terms & Conditions

 

1. Definitions

“Company”, “we”, “us”, “our” refers to Candor Care Limited, Unit 11, Phoenix Park, Telford Way, Coalville, LE67 3HB.

“Customer”, “you” refers to the person purchasing the warranty service plan.

“Equipment” refers to the stairlift covered under this plan.

“Plan” refers to the Candor Care Monthly Warranty Service Plan.

2. Plan Overview

The Plan is designed to provide ongoing maintenance and support for stairlifts, including:

  • One annual service
  • Unlimited call-outs (subject to fair and reasonable use)
  • Repairs and replacement parts (subject to exclusions)
  • Telephone support

3. Eligibility

The Plan is available for stairlifts of any age; however, acceptance is subject to parts availability.

If parts are no longer available for a stairlift, the Company reserves the right to:

  • Decline cover
  • Amend cover
  • Cancel the Plan with notice

No pre-inspection is required to join; however:

  • Pre-existing faults are not covered
  • If a fault exists at sign-up, an inspection and repair will be chargeable

4. What is Covered

The Plan includes:

  • Faults arising from normal use
  • Mechanical and electrical breakdowns
  • Wear and tear
  • Replacement of faulty parts (excluding excluded items)

5. What is Not Covered

The following are excluded:

  • Batteries (chargeable at all times)
  • Accidental damage
  • Damage caused by misuse, neglect, or vandalism
  • Damage caused by external impact (e.g. doors, objects, physical force)
  • Faults caused by unauthorised repairs or third-party interference
  • Cosmetic issues that do not affect operation
  • Replacement of the entire stairlift

6. Fair Use Policy

“Unlimited call-outs” are subject to fair and reasonable use.

The Company reserves the right to:

  • Investigate excessive or abnormal usage
  • Review or withdraw the Plan where usage is deemed unreasonable

7. Call-Outs & Service

The Company will aim to attend call-outs as promptly as possible but does not guarantee response times.

All breakdowns are treated as a priority; however, scheduling depends on availability.

If no fault is found, the visit will not be charged.

If damage is identified as customer-caused, the visit and repairs will be chargeable.

8. Customer Responsibilities

Customers must:

  • Use the stairlift in accordance with instructions provided
  • Keep the stairlift clean and free from obstruction
  • Not allow third-party repairs or interference

Failure to meet these responsibilities may result in:

  • Charges for repairs
  • Temporary suspension of cover for that issue

9. Parts & Repairs

All parts supplied will be new manufacturer-approved parts.

Repairs are carried out to restore functionality but are not guaranteed for a fixed period.

Where parts are unavailable, the Company is not liable for replacement and will advise on alternative options.

10. Payments

Monthly Plan:

  • Payments are taken on a rolling monthly basis
  • Plan continues until cancelled by the customer

Annual Plan/Offer:

  • Promotional offer (e.g. 12 months for price of 9) applies only within stated promotional periods
  • After the first year, the Plan converts to the standard monthly rate

Price Changes:

  • Prices are reviewed annually
  • Customers will receive a minimum of 3 months’ notice of any price changes

11. Failed Payments

If a payment fails, the Company will attempt to collect payment again after 7 days.

If the second attempt fails:

  • The outstanding balance will be collected the following month
  • The customer will be charged for both payments
  • A £50 admin fee will be applied
  • Continued failure to pay may result in suspension or cancellation of the Plan

12. Cancellation

Customers may cancel the Plan at any time. No notice period is required.

Annual Payments (if cancelled mid-term):

  • A refund will be issued for unused months
  • A £50 admin fee will be deducted

The Company reserves the right to deduct the cost of services already used if disproportionate to payments made.

Monthly Payments:

  • Cover will cease once payments stop
  • Any future call-outs will be chargeable

13. Transfer of Plan

The Plan is not tied to a specific individual.

In the event of death or change of circumstances, the Plan may be transferred to another name or payment method.

14. Changes to the Plan

The Company reserves the right to:

  • Amend terms and conditions
  • Withdraw cover for specific stairlifts where parts are no longer available
  • Review eligibility based on equipment condition

Customers will be notified where changes materially affect their Plan.

15. Limitation of Liability

The Company shall not be liable for:

  • Indirect or consequential loss
  • Loss caused by events outside of its control (including but not limited to power failures, weather events, or supply chain issues)
  • Structural or environmental issues affecting the stairlift

16. Force Majeure

The Company shall not be held responsible for failure to perform obligations due to events beyond reasonable control.

17. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

18. Complaints Policy

The business always endeavours to provide the best service.  However, on rare occasions there may be times where a customer may not be completely satisfied. 
To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.
Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.

Business Complaint Procedure
On receipt of your complaint the business aims to respond within 5 days.  
The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.
In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service.  Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement.  If you choose to, you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution.  You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.