1. Who we are
These terms are between you and the individual sole trader operating under the Kitch Applicare trading name, of Aberdeen House, Aberdeen, Scotland, AB11 6NF, United Kingdom. Contact: hello@kitchapplicare.co.uk. Email support hours are Monday to Friday, 9:00–17:00 UK time, excluding public holidays.
2. What you are buying
The product is a fixed 12-month domestic appliance maintenance membership for one, two or three registered appliances. The membership provides only the services expressly listed in these terms and your order confirmation.
Repairs are separate: parts, repair labour, replacement appliances and cash payments are not included. Any repair requires a separate written quote and your approval.
3. Your order and our acceptance
You provide accurate information about your appliance, its condition and service address. We confirm eligibility before payment. Your order is accepted only when we email confirmation after successful Bacs payment. The confirmation will identify the registered appliances, total price, contract date, service start date and end date.
If we cannot accept an appliance or service address, we will explain why and refund any payment received for the order.
4. Eligibility
Membership is for supported appliances used mainly for domestic purposes at a confirmed address in London postcode areas E, EC, N, NW, SE, SW, W or WC. Each appliance must be no more than ten years old, safely installed, reasonably accessible and working without a known or suspected fault at the service start date.
Supported items 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 installed air-conditioning systems are not eligible. Customers must disclose known or suspected existing faults. Eligibility decisions will be made reasonably and based on the information available.
5. Included maintenance services
During the term we provide:
- one scheduled annual care visit for the appliances registered on the membership;
- up to three remote troubleshooting sessions per registered appliance by email during support hours;
- priority booking: we aim to acknowledge a service request within one working day and offer the next suitable appointment within five working days, subject to engineer availability and safe access;
- no separate call-out or diagnostic charge for one eligible member visit per registered appliance during the term; and
- a written record of checks, findings and care recommendations.
The planned care visit includes a visual check of accessible external condition, cable/plug or hose condition where relevant, user-accessible filters, seals and vents, a basic operating check, care guidance and a written record. It does not include disassembly, repair work or an electrical safety certificate. A maintenance check cannot promise that an appliance will not later develop a fault.
6. Separately charged repair work
Parts, materials, consumables and repair labour are not included in the membership fee. If a repair is possible, we give you a written quote showing the proposed work, parts, labour, total amount payable and estimated timing. No chargeable work begins unless you expressly approve that quote.
Repair work forms a separate service contract governed by the Separate Repair Terms. You may decline the quote without an additional repair charge.
7. Exclusions
Membership does not include existing or previously known faults, commercial-use appliances, unsafe or inaccessible installations, accidental or cosmetic damage, misuse, installation defects, consumables, unsupported appliance types or work outside the confirmed service area.
8. Appointments and access
You must provide safe and reasonable access to the appliance and ensure an adult is present. We provide membership services with reasonable care and skill. If an appointment is delayed, we will contact you and offer a reasonable alternative.
Services are delivered by appropriately skilled independent subcontractor engineers acting for Kitch Applicare. We remain responsible for services supplied under the membership contract. Work requiring a regulated qualification is assigned only to an engineer holding that current qualification.
9. Price and payment
The total amount payable is £95 GBP for one appliance, £120 GBP for two appliances or £160 GBP for three appliances, for one fixed 12-month term.
After eligibility is confirmed, we may provide a secure Stripe-hosted link for one Bacs Direct Debit payment. Where that payment route is offered, the payer receives the required notice of the amount, date and payment reference. The bank statement and mandate communications may show STRIPE, which collects the payment on our behalf. The membership does not activate until payment is confirmed.
10. Fourteen-day cooling-off period
You may cancel for any reason from contract formation until 14 days later. Cancel by a clear statement by email or post, or use our model cancellation form. Membership services do not begin during this period. We refund the full membership payment within 14 days after receiving your cancellation, using the original payment method unless agreed otherwise.
11. Term and no automatic renewal
The membership runs from the start date to the end date in the confirmation email and does not renew automatically. We may invite you to buy a new membership, but you must make a fresh order and provide fresh payment authorisation.
12. Ending early after cooling off
You may ask to end early at any time. We calculate a pro-rata refund using the membership fee paid multiplied by the number of complete unused days remaining in the term, divided by the total number of days in the term. We do not charge an administration fee or deduct the value of services already supplied. We make the refund within 14 days after confirming cancellation.
This does not limit your rights or remedies if we breach the contract.
13. When we may end the membership
We may end only for a material reason, such as non-payment, deliberate misuse, materially false eligibility information, abusive conduct or unsafe access. Where reasonable, we will warn you and allow an opportunity to put the matter right. We explain the decision in writing and make any fair refund due.
14. If our service falls short
Nothing in these terms reduces your statutory consumer rights. Services must be provided with reasonable care and skill and within the agreed or a reasonable time. Legal remedies may include repeat performance or a price reduction.
Nothing excludes liability for death or personal injury caused by negligence, fraud, or anything else that cannot lawfully be excluded.
15. Events outside reasonable control
We are not responsible for delay caused by an event we could not reasonably control, but we will contact you, take reasonable steps to minimise delay and offer a fair option to rearrange or end where a delay is significant.
16. Complaints
See our Complaints Procedure. We acknowledge complaints within three working days and aim to provide a final written response within 15 working days. We do not currently subscribe to a named alternative dispute-resolution provider.
17. Personal information
We use personal information as described in our Privacy Notice. Stripe processes the Bacs payment and mandate. Engineers receive only the information reasonably needed for an appointment.
18. Changes
The price and core benefits do not change during the fixed term. We may make a necessary legal, safety or administrative change that does not materially disadvantage you, with reasonable notice. If a material adverse change is unavoidable, you may end the membership and receive a fair refund.
19. Law and courts
These terms are governed by the law of England and Wales. If you live in another part of the United Kingdom, you retain any mandatory rights and may bring proceedings in the courts available where you live.