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Things you need to know about BridgeProtect+

BridgePro Management Ltd is a UK based independent product management company. We bring to market new and mature domestic products. Customer service is at the heart of all that we do as we take new products from concept to retail outlets – all for our customers’ enjoyment.

BridgePro Management Ltd is not an insurance company. We are not underwriters of insurance, and do not provide a personal recommendation or advice. We offer a service to protect, fix and replace BridgePro products that keep your home running beyond the guarantee period. Where a replacement product is offered it will be a new or a refurbished product. BridgePro Management Ltd pay their sales agents periodic incentives (such as bonus payments) if they meet certain quality and sales targets. You can contact us by emailing our Customer Service Team at [email protected].

Demands and Needs

BridgeProtect+ meets the demands and needs of those who wish to protect and fix BridgePro products against breakdown, beyond the free guarantee period offered by the manufacturer.

Important Conditions

  • All information you give must be true, factual, and not misleading.
  • Your product must have been installed, maintained and used in accordance with the manufacturer’s instructions.
  • Your product must be used in private home, solely occupied by a single household (at the address you gave us).
  • For products which can store data, you must ensure that your product does not contain any content that may be considered to be illegal, and if we find any content we consider to be illegal, we reserve the right to inform the relevant authorities.
  • There is a minimum 12 month subscription period required on monthly protection plan.
  • BridgeProtect+ customer earned points remain valid for 12 months from the date of issue before they expire.

When you buy BridgeProtect+ you are agreeing:

  • To your eligibility to buy BridgeProtect+ Product Protection Plan
  • We only accept BridgeProtect+ Plan customer orders that have been checked by our staff
  • We can reject BridgeProtect+ Plan customer orders
  • We charge you a monthly or annual fee when we accept your BridgeProtect+ plan order
  • To the price we charge for BridgeProtect+ Plan
  • To the duration of BridgeProtect+ Plan
  • To the scope and exclusions described for BridgeProtect+ Plan in this document
  • To the process for claiming under BridgeProtect+ Plan
  • We may charge you if you don’t give us the information we need or adhere to BridgeProtect+ Plan requirements stated in related documents
  • As a consumer you have the right to change your mind within the deadline and process for changing your mind
  • You must pay for any part of BridgeProtect+ Plan that you received the benefit of, before you changed your mind
  • BridgeProtect+ Plan does not affect your statutory rights
  • We can change BridgeProtect+ Plan terms and conditions at any time for scope changes, compliance to the law, and improvements
  • We can withdraw BridgeProtect+ Plan as a service at any time
  • We can end our contract with you
  • We don’t compensate you for any or all loss caused by us or our services under BridgeProtect+ Plan
  • We use your personal data as set out in our privacy notice
  • You have several options for resolving disputes with us as set out in this document
  • Other important terms apply to this service

Your eligibility to buy BridgeProtect+

Subject to the conditions set out in this document, you are eligible to buy BridgeProtect+ Plan if:

  • You are within 12 months of expiry of your first-year free warranty;

You are not eligible to buy BridgeProtect+ Plan if at the time of purchase:

  • Your appliance is suffering from defect or damage of any description whatsoever; or
  • Your appliance is more than 4 years old from its date of manufacture.

BridgeProtect+ Plan Scope of Service

  • We warrant that under BridgeProtect+ Plan your BridgePro products will be free from defects in material and workmanship under normal use and conditions appropriate to the setting for which it was purchased (i.e. domestic applications).
  • This means, we will either repair arising defect through our technical assistance team or will replace the product (with either a new or a refurbished product) at no charge. We will have sole discretion in determining whether a defective product or part will be either repaired or replaced under BridgeProtect+ Plan. If a replacement applies and we agree you must return a defective product, you will be responsible for returning the defective product using our package collection service provider. You will pay for the package collection service.

BridgeProtect+ Plan: What is not covered

  • BridgeProtect+ Plan does not cover the following: (i) pre-existing conditions; (ii) damage from: accident, abuse, poor cleaning, misuse, neglect, introduction of foreign objects into the product, exposure to abnormal heat or cold, power surges, altered serial numbers, unauthorised product repairs, modifications or alterations by anyone other than us or our appointed agents, failure to follow the manufacturer’s instructions, third-party actions, fire, collision, vandalism, theft or the like, acts of war, acts of God, improper use of any electrical source; (iii) cosmetic damage to the products case or frame; (iv) preventative maintenance; (vi) use of the product in a manner or for a purpose for which it was not designed; (vi) damage which is not reported prior to expiration of BridgeProtect+ Plan period; (vii) cost of original installation, removal or reinstallation of the product; (ix) our service engineer determining that the product is not in fact defective. If any of the foregoing issues apply, we reserve the right to charge you for the service engineer visit during which the issue becomes apparent, as agreed when a service visit takes place.
  • This is an exclusive plan given by us. We make no other warranties except as stated in this contract. We disclaim all other warranties express or implied.

Prices

  • All prices include all applicable taxes.

The process for claiming under BridgeProtect+ Plan 

  • To make a claim you must do so during BridgeProtect+ Plan period.
  • Please contact our Customer Service Team in the first instance by emailing [email protected]. We endeavour to get back to you within 48 hours of your contact.
  • You must identify the product by providing us with a serial number, provide proof of purchase of BridgeProtect+ Plan, and identify the grounds for making the claim in reasonable detail to help us assess the issue. We will acknowledge your claim. Depending on the issue will give you instructions for what will happen next.

You have a legal right to change your mind

  • If you are a consumer, you have 14 days after the date you purchased BridgeProtect+ Plan to change your mind about your purchase and to receive a refund of what you paid for it. This is subject to some conditions set out in this document, especially that below.

Deadline and process for changing your mind

  • If you change your mind about the BridgeProtect+ Plan you must let us know no later than 14 days after we acknowledge your BridgeProtect+ Plan purchase. Please contact our Customer Service Team at [email protected].
  • We will refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. We refund you by the method you used for payment. We don’t charge a fee for the refund.

You have to pay for BridgeProtect+ Plan benefits you have received before you changed your mind

  • If you agree for any aspect of BridgeProtect+ Plan to be delivered before the 14 day cooling off period has come to an end, then you have to pay for benefits from BridgeProtect+ Plan that you received before you changed your mind. This means that we don’t refund you for the time you were receiving BridgeProtect+ Plan benefits before you told us you changed your mind.

Our right to cancel the plan or bring it to an end

We may cancel your plan where there is a valid reason for doing so by giving at least 7 days written notice. Valid reasons include but are not limited to the following:

  • Where you fail to comply with certain conditions and obligations (see Important Conditions above);
  • Where you fail to pay for the BridgeProtect+ Plan; or
  • Where you have used threatening or abusive behaviour or language towards our staff and affiliates.

In each case, you will not receive a refund of any premium paid for unused days of the plan.

How to complain

If you wish to complain or you are unhappy with the service provided, please contact our Customer Service Team at [email protected], or sign in to your account on our website and contact us.

Our complaints handling policy can be on our website at bgepro.com/terms-and-conditions.

If you are not satisfied with how we respond you can then ask the Financial Ombudsman Service (FOS) to review your case. Referral of your complaint to the FOS does not affect your right to take legal proceedings. They can be contacted at: The Financial Ombudsman Service, Exchange Tower, London E14 9SR, on the website financial-ombudsman.org.uk, or by email at: [email protected].

Language, governing law and statutory rights

We will communicate with you in English and English Law will apply unless we agree otherwise with you. Nothing in these terms and conditions will reduce or effect your statutory rights; for further information about your statutory rights contact Citizens Advise Bureau website www.citizensadvice.org.uk or 03444 111 444.

The Financial Services Compensation Scheme

We are not covered by the Financial Services Compensation Scheme. If we cannot meet our obligations to you under the plan, compensation will not be available to cover these obligations.

The Direct Debit Guarantee

  • This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits.
  • If there are any changes to the amount, date or frequency of your Direct Debit BridgePro Management Ltd will notify you 14 working days in advance of your account being debited or as otherwise agreed. If you request BridgePro Management Ltd to collect payment, confirmation of the amount and date, (typically 1st of month) will be given to you at the time of the request.
  • If an error is made in the payment of your Direct Debit by BridgePro Management Ltd or your bank or building society you are entitled to a full and immediate refund of the amount paid from your bank or building society.
    • If you receive a refund you are not entitled to, you must pay it back when BridgePro Management Ltd asks you to.
  • You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.
  • Note: The plan is continuous and the fee will be collected by monthly or annually via Direct Debit, starting within one month after we receive your completed form at bgepro.com/bridgeprotect.

BridgePro Management Ltd is a UK based independent product management company. We are not an insurance company. We are not underwriters of insurance, and do not provide a personal recommendation or advice. We offer a service to protect and fix BridgePro products that keep your home running beyond the guarantee period.

This plan is provided by BridgePro Management Ltd. Registered office: 85 Great Portland Street, 1st Floor, London. W1W 7LT UK. Registered in England and Wales, Company No. 14299751.

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