Membership Terms

1. The parties

These terms form an agreement between the customer and the individual sole trader who operates under the trading name Kim Kitch Care. Our correspondence address is 10 Grainger Park Road, Newcastle Upon Tyne. You can contact us using the website contact form. Online support hours are Monday to Friday, 09:00–17:00 UK time, excluding public holidays.

2. The membership

You are buying a defined domestic-appliance maintenance service lasting 12 months. Depending on the plan, one, two or three eligible appliances are recorded on the membership. Only the services described in these terms and your order confirmation form part of the annual fee.

3. Enquiry, order and acceptance

You must provide complete and accurate appliance, condition, access and address information. We assess eligibility before inviting payment. A Bacs instruction or Checkout return does not by itself create an active membership.

We accept the order only after the Bacs payment has succeeded and we send a confirmation email. That email identifies the plan, registered appliances, amount paid, contract date, service start date and service end date. If an order or appliance cannot be accepted, we explain the reason and return any membership payment received for that order.

4. Eligibility rules

The membership is for supported appliances used mainly in a private home at an address we have approved in London postcode areas E, EC, N, NW, SE, SW, W or WC. On the service start date, each appliance must be ten years old or less, safely installed, reasonably accessible and operating without a known or suspected fault.

Eligible categories are domestic washing machines, fridges and freezers, dishwashers, tumble dryers, televisions, portable electric air conditioners, electric ovens and hobs, and countertop microwaves. Gas appliances, boilers, commercial equipment and permanently fitted air-conditioning systems are not eligible. Eligibility is decided reasonably from the information available, and existing or suspected faults must be disclosed.

5. Services during the term

For each membership term we provide:

• one scheduled annual care visit for the appliances registered on the membership;
• up to three remote troubleshooting sessions by email for each registered appliance during support hours;
• priority booking, with an aim to acknowledge requests within one working day and offer the next suitable appointment within five working days, subject to engineer availability and safe access;
• one eligible member visit per registered appliance without a separate call-out or diagnostic fee; and
• a written note of observations, checks and maintenance recommendations.

6. What the planned visit covers

The visit is a maintenance check, not a strip-down or repair. It may include an accessible visual examination, a basic operating check, relevant cable, plug or hose observations, user-accessible filters, seals and vents, practical care guidance and a written record.

Disassembly, electrical safety certification and repair work are not part of this visit. A check cannot guarantee that an appliance will remain fault-free.

7. Exclusions

The annual membership does not cover known or pre-existing faults, commercial use, unsafe or inaccessible installations, accidental or cosmetic damage, misuse, installation problems, consumables, unsupported appliance categories or services outside the approved area.

8. Repairs are separate

If repair appears practical, we provide a separate written proposal setting out the work, parts, labour, total consumer price and VAT treatment, likely timing and payment terms. No chargeable repair begins without your express agreement. You can reject the proposal without an additional repair charge.

An accepted repair creates a separate service agreement governed by the Separate Repair Terms.

9. Visits, access and engineers

You must provide safe, reasonable access and arrange for an adult to be present. If a visit is delayed, we will explain the delay and offer a reasonable alternative.

Appropriately skilled independent subcontractor engineers may perform services for us. Kim Kitch Care remains responsible for the membership service. Work needing a regulated qualification is allocated only to an engineer who holds the relevant current qualification.

10. Price and Bacs payment

The final consumer price for one 12-month term is £95 for K1 (one appliance), £120 for K2 (two appliances) or £160 for K3 (three appliances). No additional VAT is added.

Stripe collects one Bacs Direct Debit on our behalf. Stripe provides the required notice of the amount, collection date and reference. Under its standard Bacs presentation, STRIPE appears on the payer’s statement and mandate communications. Membership is not activated while payment remains unconfirmed.

11. Cooling off for 14 days

You may cancel without giving a reason from contract formation until the end of the following 14 days. We do not begin membership services during that time. Tell us clearly through the contact form or by post, or use the model wording in our Cancellation and Refund Policy.

A valid cooling-off cancellation receives a full refund within 14 days of our receipt of the request, using the original payment method unless another method is expressly agreed.

12. Term and expiry

The start and end dates appear in the confirmation email. The contract finishes automatically on the end date. We may invite you to make a new purchase, but we do not collect an automatic renewal payment.

13. Ending after cooling off

You may request early cancellation at any point. The refund equals the amount paid multiplied by the number of complete unused days remaining, divided by the total number of days in the membership term. We do not impose an administration charge or subtract the value of membership services already supplied. The refund is made within 14 days after cancellation is confirmed.

This calculation does not restrict any remedy available if we have broken the contract.

14. When we may bring a membership to an end

We may end the contract only for a material reason, including non-payment, deliberate misuse, materially inaccurate eligibility information, abusive behaviour or unsafe access. Where it is reasonable, we first explain the concern and allow an opportunity to correct it. Our decision is provided in writing together with any fair refund due.

15. Service standards and consumer rights

We supply services with reasonable care and skill and within the agreed time or, where none is fixed, a reasonable time. Statutory remedies can include repeat performance or a price reduction. Nothing in these terms removes mandatory consumer rights or excludes liability for fraud, death or personal injury caused by negligence, or any liability that law does not allow us to exclude.

16. Circumstances outside reasonable control

We are not liable for delay caused by an event we could not reasonably prevent or control. We will make reasonable efforts to limit disruption, keep you informed and provide a fair opportunity to rearrange or end the service if a delay becomes significant.

17. Complaints

Our Complaints Procedure explains how to raise a concern. We acknowledge complaints within three working days and aim to send a final written response within 15 working days. We do not currently participate in a named alternative dispute-resolution scheme.

18. Personal information

Our Privacy Notice explains how information is used. Stripe handles the Bacs payment and mandate. An engineer receives only the information reasonably necessary for an appointment.

19. Changes during a term

The agreed price and core benefits remain fixed for the term. We may introduce a necessary legal, safety or administrative update that does not materially disadvantage you, giving reasonable notice where appropriate. If an unavoidable change would materially disadvantage you, you may end the membership and receive a fair refund.

20. Governing law

English and Welsh law governs these terms. A customer living elsewhere in the United Kingdom keeps any mandatory local rights and may use the courts available where they live.