NSK Complete provides a personalised subscription maintenance service that allows our members to seek electrical assistance (“NSK Complete”) provided by employees with electrical experience. These Terms of Use govern your use of our service. As used in these Terms of Use, “NSK Complete service”, “our service” or “the service” means the personalised service provided by NSK Complete for repair and maintenance of either domestic or commercial electrical services including all features and functionalities and recommendations.

1. Membership
   
   1.1. Your NSK Complete membership will continue until terminated. To use the NSK Complete service you must have an electrical supply from the (DNO) Distribution Network Operator to the property. All services after the installation provided by DNO is covered depending on the specific package you sign up for. To provide us with one or more payment methods. “Payment Method” means a current, valid, accepted method of payment, as may be updated from time to time, and which may include payment through your account with a third party. Unless you cancel your membership before your billing date, you authorise us to charge the membership fee for the next billing cycle to your payment method (see “Cancellation” below).
   
   1.2. We may offer a number of membership plans, including special promotional plans or memberships offered by third parties authorised  by us in conjunction with the provision of their own products and services. Some membership plans may have differing conditions and limitations, which will be disclosed at your sign-up or in other communications made available to you. You can find specific details regarding your NSK Complete membership by visiting our website and clicking on the “Account” link available at the top of the pages of the NSK Complete website under your profile name.

2. Billing and Cancellation
   2.1. Billing Cycle. The membership fee for the NSK Complete service will be charged to your payment method on the specific billing date indicated on your “Account” page. The length of your billing cycle will depend on the type of subscription that you choose when you sign-up for the service. In some cases your payment date may change, for example if your payment method has not successfully settled or if your paid membership began on a day not contained in a given month. All future payments will be taken on the first working day of the month regardless of the sign up date. Visit our website and click on the “billing details” link on the “Account” page to see your next payment date.
   
   2.2. Payment Methods. To use the NSK Complete service you must provide one or more payment methods. You authorise us to charge any payment method associated to your account in case your primary payment method is declined or no longer available to us for payment of your subscription fee. You remain responsible for any uncollected amounts. If a payment is not successfully settled, due to expiration, insufficient funds, or otherwise, and you do not cancel your account, we may suspend your access to the service until we have successfully charged a valid payment method. For some payment methods, the issuer may charge you a fee, such as foreign transaction fees or other fees relating to the processing of your payment method. Local tax charges may vary depending on the payment method used. Check with your payment method service provider for details.
   
   2.3. Updating your Payment Methods. You can update your payment methods by going to the “Account” page. We may also update your Payment Methods using information provided by the payment service providers. Following any update, you authorise us to continue to charge the applicable Payment Method(s).
   
   2.4. Cancellation. You can cancel your NSK Complete membership at any time, and you will continue to have access to the NSK Complete service until the end of your billing period. Payments are non-refundable and we do not provide refunds or credits for any partial – month membership periods or unused NSK Complete services. To cancel, go to the “Account” page and follow the instructions for cancellation. If you cancel your membership, your account will automatically close, you will not be entitled to maintenance and repairs. To see when your account will close, click “Billing details” on the “Account” page. If you signed up for NSK Complete using your account with a third party as a payment method and wish to cancel your NSK Complete membership, you may need to do so through such third party, for example by visiting your account with the applicable third party and turning off auto-renew, or unsubscribing from the NSK Complete service through that third party. You may also find billing information about your NSK Complete membership by visiting your account with the applicable third party.
   
   2.5. Changes to the Price and Subscription Plans. We may change our subscription plans and the price of our service from time to time; however, any price changes or changes to your subscription plans will apply to subsequent billing cycles following notice of the change(s) to you. 
3. NSK Complete Service
   3.1. You must be over 18 years of age, or the age of majority in your province, territory or country, to become a member of the NSK Complete service. Our engineers will only work on your property if there’s someone over 18 years old or older  present during the visit. It’s your responsibility to give us access to your property. If we cannot get access we will not be able to complete the work and it’s then up to you to arrange a further appointment.   
4. 1. The NSK Complete service and any services used are for your personal and non-commercial use only and may not be shared with individuals beyond your household. During your NSK Complete membership we grant you a limited, non-exclusive, non-transferable right to access the NSK Complete service. Except for the foregoing, no right, title or interest shall be transferred to you.
   
   4.2. You may use the NSK Complete service primarily within the country in which you have established your account and only in geographic locations where we offer our service and have licensed as such. The services that may be available to use will vary by geographic location and will change from time to time.
5. Reasonable timescales

5.1. We will carry out any repairs or visits you are entitled to within a reasonable time, unless something beyond our control makes that impossible – in which case we will let you know as soon as possible and agree with you another time when we can visit.

If you are a Platinum Member you can select a time and date that suits you, or you can upgrade specified on your subscription band and pay a one off charge for selecting a time and date sooner than what we have offered.

Getting into your property

If you do not re-arrange the appointment, your agreement will still continue. After several failed attempts to get into your property, we may cancel your raised call out and file it as callout no longer required.

6. Authority to carry out work

6.1. If you’re not at the property when our engineer visits, you must make ensure that there is somebody else present who can give instructions to our engineer on your behalf.

It is your responsibility to get consent from any relevant third parties (such as a neighbour) where you and they, for example, share an area or driveway, to access areas of where the engineer needs to inspect or repair services.

6.2. Working in dangerous or unsafe conditions

We will not start or continue doing any work in your home if we believe there is a health and safety risk, for example: hazardous chemicals, pest infestations, verbal or physical abuse, or harassment. We will not return to finish the work until the risk is eliminated. 

6.3. If any asbestos needs to be removed before we can make repairs, you will need to arrange and pay for someone else to remove it and give you a Certificate of Reoccupation which we will need to see 

6. 
   6.4. The NSK Complete service, including the services library, is regularly updated. In addition, we continually test various aspects of our service, including our website, user interfaces, promotional features and availability of NSK Complete content.

7. 7.1.The quality of the NSK Complete services may vary from time to time, and may be affected by a variety of factors, such as your location and the area.
   7.2. NSK Complete services are developed by, or for, NSK Complete and are designed to enable maintenance of NSK Complete. You acknowledge that the use of the service may require third party software which is subject to third party licenses. You agree that you may automatically receive updated versions of the NSK Complete and related third-party software.

8. 8.1. Passwords and Account Access                                                            The member who created the NSK Complete account and whose payment method is charged (the “Account Owner”) has access and control over the NSK Complete account. To maintain control over the account and to prevent anyone from accessing the account which would include information on viewing history for the account, the account owner should maintain control over the NSK Complete account not reveal the password or details of the payment method associated with the account to anyone. You are responsible for updating and maintaining the accuracy of the information you provide to us relating to your account. We can terminate your account or place your account on hold in order to protect you, NSK Complete or our partners from identity theft or other fraudulent activity.

9. Miscellaneous
   
   9.1. Governing Law. These Terms of Use shall be governed by and construed in accordance with the laws of the United Kingdom. These terms will not limit any consumer protection rights that you may be entitled to under the mandatory laws of your country of residence.
   
   

9.2. Unsolicited Materials. NSK Complete does not accept unsolicited materials or ideas for NSK Complete services, and is not responsible for the similarity of any of its content or programming in any media to materials or ideas transmitted to NSK Complete.

9.3. Customer Support. To find more information about our service and its features or if you need assistance with your account, please visit the NSK Complete Help Center on our website. In certain instances, customer service may best be able to assist you by using a remote access support tool through which we have full access to your computer. If you do not want us to have this access, you should not consent to support through the remote access tool, and we will assist you through other means.

9.4. Survival. If any provision or provisions of these Terms of Use shall be held to be invalid, illegal, or unenforceable, the validity, legality and enforceability of the remaining provisions shall remain in full force and effect.

9.5. Changes to Terms of Use. NSK Complete may, from time to time, change these Terms of Use. We will notify you at least 30 days before such changes apply to you.

9.6. Electronic Communications. We will send you information relating to your account e.g. payment authorisations, invoices, changes in password or payment method, confirmation messages and notices in electronic form only, via emails to the email address provided during registration.

General conditions

Your Agreement

Your agreement is bound by the laws

of whichever country the property included in your agreement is in – England, Wales, or Scotland.

English language

Everything we write to you – including terms and conditions – will be in English.

Adding new products

If you add any new products to your agreement during the period of agreement, we will arrange it so that they all renew at the same time.

Prices and price changes

Your statement shows the price of your agreement. The price will not increase or decrease during the period of agreement, unless you amend your agreement, or products, or the Government changes the relevant tax rate. We will always write to tell you about any change to your price.

Managing agents

For domestic memberships, we will only provide the products to you and not to Commercial businesses, landlords or tenants and you must not resell or hold yourself out as a reseller of the products to landlords or tenants.

For Commercial Memberships, this membership will only cover the property/properties on the membership itself. You must not resell or hold yourself out as a reseller of the products.

You agree that:

of, or in connection with, complaints or claims which we receive from landlords, tenants or any other third party as a result of your failure to have, at all relevant times, a managing agent insurable interest in the elements covered by your agreement.

Recovering losses caused by third parties

If you make a claim under your agreement or product you must, at our request and expense, do everything we reasonably require to enable us to recover losses we become entitled to from other parties, following our repair or replacement. We may require you to carry out such actions before or after we carry out any repair

or replacement.

Your responsibilities

Changing your address – If you move to a new home, you need to tell us as soon as possible. We may start a new agreement, transfer your current agreement to your new address or if requested, cancel the agreement. 

Keeping us up to date

It’s your responsibility to keep us informed of any changes to your contact details including telephone number, address or email. If you make any changes or alterations to the electrical services within your property you must make us aware of this as this may affect your cover.

Missing payments under your agreement

Before we book your repair, or visit, we may ask you to pay any missing payments due.

Under warranty

If your services or appliance or system is

covered by a third party warranty, it is your responsibility to make sure that any work we complete does not affect that warranty.

You will indemnify us against all costs, expenses, losses, demands, amounts agreed upon in settlement and liabilities which we may suffer or incur.

Authorised contacts

If you want an authorised contact it is your responsibility to let us know who they are so that we can note it on your agreement.

Visiting you

First service

If your product includes a first service it is usually carried out in the first 42 days of you taking out the product or changing address. If we have already carried out a first service or an annual service at your address in the last twelve months, we will not carry out a first service – even if you have just moved in. Instead you will receive an annual service.

At the first service our engineer will check that your fuse board is on our approved list does not have any pre-existing faults.

If we find it’s not on the approved list or it has a pre-existing fault, we will either:

• Tell you what needs to be done to fix it – and how much it will cost

• Offer you a different product or level of cover

• Or, cancel your agreement or product

Annual service

We will send you or your authorised contact an email, letter, text message or call to arrange your annual service. We will try to contact on three occasions. If we do not hear back from you after the third time or you are not at the property when our engineer visits, we will not try again and will not refund the cost of the missed annual service. 

You can still contact us at any time to book it. Your annual service may be more, or less, than 12 months after your last service visit.

During the visit, our engineer will fill in a checklist that shows you exactly what we’ve looked at. If we find a problem or fault that needs to be fixed, we will inform you at the time.

If your membership:

• If your property has had repairs completed you may be subject to cancellation fees when cancelling the subscription.

• Does not include materials, our engineer may give you a quote to have the work completed.

Tenants or letting agents arranging visits

Your tenants or your letting agents can call us directly to arrange any engineer’s visit.

Our engineers

Normally, we will send a NSK Complete engineer to carry out the work. In some cases, we may send a suitably qualified contractor instead.

Making repairs

We will only cover the level of material cost stated in your agreement for example of £100 per quarter this will not be carried forward. If you go over the amount of agree material cost it will be sent to you as a quote before any repairs take place. Note that you will not be charged for labour costs under the subscription as long as it falls within the guidelines set out in the terms and conditions.

If the fault is related to one we have fixed for you in the last twelve months, then you we not have to pay an additional excess or fixed fee. Our engineer will use their expert judgement to decide whether a fault is related to an earlier fault or not.

Safety advice

From time to time, we may tell you that your electrical services, appliance or system needs permanent repairs or improvements that aren’t covered by your agreement to keep working safely. For example, if your appliance is causing disturbance to make a breaker trip. If you do not follow this advice, it will affect certain parts of your maintenance agreement – but your agreement will keep running until you or we change or cancel it.

Getting access and making good

Labour is included as long as your subscribed before any work commended. Making good and parts/materials are not included. 

We will not be responsible for repairing any pre-existing damage, nor will we replace or restore the original surface or coverings, for example, tiles, floor coverings, decoration, grass or plants.

Replacement parts

We will try to get parts from the original manufacturer or our approved suppliers. We will try to provide replacements with similar functionality but not necessarily the same features or an identical make and model or type of fitting. For example, we may replace a specific design of light fitting with a standard one from our range or replace electrical fittings with our nearest white, brass or chrome version. Or you can supply the engineer with a replacement part that you have bought yourself (subject to labour costs), that we approve, but we will only accept responsibility for

our workmanship.

If we are unable to get hold of the parts we may need to arrange a solution for an alternative, which could incur additional costs. If we have warned you that it might be difficult to find replacement parts, we will do what we can, within reason, to repair it.

Twelve month guarantee

We guarantee to repair or replace any faulty parts we have supplied, or fix any faulty work that we have done for twelve months from the date that we did the work.

This does not affect your statutory rights under the Consumer Rights Act 2015, if applicable, and any laws that replace it.

If you want independent advice about your rights, you can speak to Citizens Advice or Trading Standards.

General exclusions

Who can benefit from this agreement?

Nobody other than you can benefit from your agreement.

Cash in lieu

We will not offer you cash instead of carrying out an annual service, repairs or replacements.

Domestic Membership – Defined Domestic use

Your product only includes cover for your property if it is used for normal day-today living purposes, including use for home office or activities of a domestic nature, including renting, and not where the main purpose of the property is for commercial purposes.

Pre-existing faults

Your products do not include cover for any faults or design faults that:

• We are present when system was installed

• Existed when you first signed up for the membership

• We have told you about before and you have not fixed, or, in the case that the work has been completed by a third party, where work has not been completed to a satisfactory standard

• We couldn’t reasonably have been expected to know about before. For example, faulty wires/connections that don’t have the correct protection, which are buried under concrete floors

• Or, prevent access because a part of your system has been permanently built over

If anyone other than NSK Complete carries out any work on your electrical systems/services, and damages it, or that work has not been completed properly, we will inspect it and report if any corrections or requirements are necessary in order to rectify the issues caused, this may go to quotation works depending on what is required and that decision will be that of the Chief Engineer based on the information reported to them.

Deliberate damage or misuse

We will not repair or replace any parts that have been deliberately damaged or misused. Our engineer will use their expert judgement to determine how the damage was done.

Damage linked to the supply of electricity

We will not repair any damage that’s caused by changes in, or problems with, the supply of your electricity.

Any damage that’s covered by other kinds of insurance

Your product does not include repair

or replacing any damage caused by extreme weather, flooding, escape of water, structural issues, fire or explosions – or

any other kind of damage that’s normally covered by household insurance

Software, internet communications

or radio signals

We are not responsible for any loss or damage caused by malicious, inappropriate or unintentional interference with the software, internet communications or

radio signals of any boiler and controls, appliance, device or system covered under this agreement.

Communication connections

We are not responsible for your internet connection nor the data transmission to or from device or control system.

Any other loss or damage

We are not responsible for any loss of or damage to, or cleaning of property, furniture or fixtures as a result of your boiler, appliance or system breaking or failing unless we caused it. For example damage caused by water leaks. We are also not responsible for any losses incurred as a result of delayed, rearranged or cancelled appointments.

Making any improvements

Your product only includes maintaining or repairing your fuse board, or system when it stops working properly – it doesn’t include any improvements or upgrades, for example: replacing out of date smoke alarms or replacing electrical cables and fuse boards that still work.

Where we have told you that an improvement is necessary, we will not continue to

make repairs on that part of your system unless the required work has been carried out.

 Complaints

To make a complaint:

• Email us at tellus@nskcomplete.co.uk

• Call us on 01276 756112 •Orwritetousat:

NSK Complete Services Customer Relations Quatro House

Frimley Road

Camberley

GU16 7ER

We take any complaint seriously and we will do our best to resolve the issue right away. If we need more time to investigate, we will let you know and keep you updated.

If your complaint relates to one of our membership products and you are not satisfied with our final response or it has been more than eight weeks since we received your complaint, you may be able to take it to the Financial Ombudsman Service:

• By calling them on 0800 023 4567 • Or writing to them at:

Financial Ombudsman Service Exchange Tower

London

E14 9SR

For more information, visit financial-ombudsman.org.uk

If your complaint relates to one of our non-insurance products and you are not satisfied with our final response or it has been more than eight weeks since we received your complaint, you may be able to take it to the Alternative Dispute Resolution service (Utilities ADR).

For more information visit www.utilitiesadr.co.uk

You can cancel your agreement

or a product at any time, by calling 01276756111 – or writing to us at:

Nsk Complete, 

Quatro House

Frimley Road

Camberley

GU16 7ER

If you cancel your product within 14 days

We will give you a full refund of your product(s):

For your Electrical Installation Condition Report, the 14 days begins the day you accept our quotation

For all other products the 14 days begins on the start or renewal date, or from the date you received the policy documents whichever is the later.

 Type of work completed

(see table appendix A)

If we have carried out any work for you, you may have to pay cancellation charges – see cancellation charges table.

Cancelling your Direct Debit through your bank does not mean that you have cancelled your agreement with us. If you stop your Direct Debit without telling us, we will try writing to you to collect the money you owe. If we do not hear from you and you do not pay, we will cancel your agreement no less than 30 days after the date we first found out your payment had failed.

You may also have to pay cancellation charges – see cancellation charges table.

Cancellation charges

If you or we cancel your agreement or any products and we have already completed work for you since you bought or renewed them, you may have to pay cancellation charges.

The table on the right side of this page shows you the amount you may have to pay. We will take off any fixed fees and payments you have made since you bought or renewed your agreement.

* The amount charged will be dependent on the number and type of appliances checked and whether you have any other products.

** The amount charged will depend on the size of the property, and the number of appliances checked.

Type of work completed

(Appendix A) 

Complaints and compensation scheme

 Introductory offers

If you cancel or do not renew a product and then buy a product with equivalent features from NSK Complete:

More than once in three years • Or, within three months

then you will not be eligible for any promotional offers or new customer prices.

When we can cancel

We can cancel your agreement or product if:

You give us false information

Your equipment, appliance or fittings are not on our approved list

We find a pre-existing fault during your first service

Your product does not include a first service and we find a pre-existing fault at your first breakdown

You put our engineers health and safety at risk, for example, physical or verbal abuse

Your home or property is unfit or unsafe to work in

You do not let us in to your home or property to work, despite several attempts

We tell you to make permanent repairs or improvements, if you do not,

Or you do not make your payments

We will try writing to you to collect the money you owe. If we do not hear from you and you do not pay, we will cancel your agreement no less than 30 days after the date we first found out your payment had failed. You may also have to pay cancellation charges – see cancellation charges table.

If we have completed a repair, replacement or an annual service since you bought or renewed your agreement or product, you may also have to pay cancellation charges – see cancellation charges table.

If we cancel your agreement or product at your first service, we will refund you in full, unless we have completed any work since you bought your agreement or product in which case you may have to pay cancellation charges – see cancellation charges table.