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Igloo Service Contract Plus — Terms & Conditions

Last updated: 16 July 2026

1. Who we are and what these terms apply to

These terms and conditions apply to the Igloo Service Contract Plus appliance repair plan (“the Plan”) provided by IGLOO DIRECT LTD (“IGLOO Direct”, “we”, “us”), registered in England & Wales, Company No. 12876452, registered office: Ground & Lower Ground Floor, 9 St Georges Place, Brighton, BN1 4GB.

You can contact us on 0808 155 2905 or at info@protectyourigloo.co.uk. By setting up a Plan you agree to these terms. Please keep a copy.

2. Important — this is not insurance

The Plan is a service contract for appliance breakdown repairs. It is not an insurance product and is not regulated by the Financial Conduct Authority.

3. The Plan at a glance

  • Price: £31 per month for plans started on or after 28 July 2026 (earlier plans keep the price on their plan documents), including VAT, paid monthly by Direct Debit.
  • What it includes: up to six (6) appliances in your home, chosen and registered by you.
  • What you get: unlimited repairs to registered appliances that suffer mechanical or electrical breakdown, including parts, labour and call-outs, with nothing extra to pay for a repair.
  • Contract type: monthly rolling. The Plan renews automatically each month and you may cancel at any time (see section 10).

4. Eligibility

To take out a Plan:

  • you must be at least 18 years old and a resident of the United Kingdom;
  • each registered appliance must be located at your home address in the UK, used in a private home solely occupied by a single household, and not used for commercial purposes;
  • each registered appliance must be in good working order when it is registered (an appliance repaired by one of our partner engineers on the day you join is treated as being in good working order).

5. When your Plan starts

Your Plan starts on the day your Direct Debit is set up.

  • An appliance repaired by an IGLOO Direct partner engineer on the day you join is included from the day your Plan starts.
  • All other registered appliances are included once the Plan has been in force for 30 days.
  • Faults that existed, or that you were aware of, before an appliance was included in the Plan are not eligible for repair at any time.

6. Registering your appliances

  • You may register up to six appliances from your online plan page, by phone on 0808 155 2905, or by email to info@protectyourigloo.co.uk.
  • The Plan covers standard domestic appliances: washing machines, washer-dryers, tumble dryers, dishwashers, fridges, freezers, fridge-freezers, ovens, cookers and hobs (excluding range cookers), and televisions.
  • Appliances are eligible for registration where a new equivalent of the same specification is generally available for £1,000 or less (televisions: £1,500 or less). Premium and luxury brands (for example Miele, and specialist audio-visual brands such as Bang & Olufsen or Loewe) and range cookers are not eligible. We will tell you at registration if an appliance cannot be covered.
  • Appliances must be under 12 years old when they are registered.
  • You may change a registered appliance once per calendar month by contacting us. A newly registered appliance is subject to the 30-day waiting period in section 5.

7. What’s included

  • Repairs to registered appliances that suffer mechanical or electrical breakdown, where the appliance is outside the manufacturer’s or a repairer’s guarantee.
  • Parts, labour and call-out charges — nothing extra to pay for a repair.
  • Repairs are carried out by manufacturer-approved engineers, and by Gas Safe registered engineers for gas appliances.
  • Repairs are carried out during normal working hours (9am–5pm, Monday to Friday, excluding bank holidays).

To request a repair, call 0808 155 2905 or email info@protectyourigloo.co.uk. Our team will confirm the details and arrange an engineer visit.

7A. Your annual Appliance Health Check

Each plan year, your Plan includes one Appliance Health Check: a maintenance visit in which an engineer checks over your registered appliances — for example the condition of seals, hoses, filters and vents, and a general safety check — whether or not anything has broken down.

You can book your Health Check at any time during your plan year from your online plan page, or by calling 0808 155 2905, and we will remind you about it during the year. If an engineer visits your home for a repair during the plan year, that visit includes your Health Check for that year.

Health Checks do not roll over: an unused Health Check expires at the end of the plan year, and there is no cash alternative. Visits take place during the working hours described in section 7.

8. What’s not included

  • Faults that existed, or that you were aware of, before the appliance was included in the Plan.
  • Cosmetic damage that does not affect the appliance’s function (dents, scratches, discolouration).
  • Damage caused by accident, misuse, neglect, or third-party repair attempts.
  • Theft, loss, or damage caused by fire, flood, storm, or other natural events.
  • Routine maintenance, cleaning, descaling, blockages, and consumables (bulbs, filters, batteries, hoses, remote controls and other accessories).
  • Appliances used for commercial purposes or outside a single private household.
  • Faults that fall under a manufacturer’s guarantee, an extended warranty, or a manufacturer safety recall.
  • For televisions: pixel failure within the manufacturer’s accepted tolerance.
  • Costs of work carried out by anyone not authorised by us.

9. Payment

  • The Plan costs £31 per month including VAT for plans started on or after 28 July 2026 — earlier plans keep the price stated on their plan documents — collected by Direct Debit through our payment provider, GoCardless. Your first payment is collected within a few working days of joining, and monthly thereafter.
  • Direct Debit payments are protected by the Direct Debit Guarantee.
  • If a payment fails we will attempt to collect it again and contact you. If payment remains outstanding your Plan (including any pending or future repairs) is suspended until payment is brought up to date, and we may cancel the Plan if payment is not received.
  • We may charge interest on overdue amounts at 2% a year above the Bank of England base rate.

10. Cancellation and refunds

Your cooling-off period. You may cancel within 14 days of the day your Plan starts (your rights under the Consumer Contracts Regulations 2013):

  • If you have not used any services (no repairs and no Fix & Protect discount), we will refund any payments in full.
  • If you have used services in the cooling-off period (for example the £30 Fix & Protect discount or a completed repair), we may deduct the value of the services provided from any refund.

After the cooling-off period. You may cancel at any time by contacting us or by cancelling your Direct Debit. Your Plan continues to the end of the monthly period you have paid for and then ends. No further payments will be taken. Payments already made are not refundable.

Fair use after a claim (plans started on or after 28 July 2026). Your Plan is monthly and you may cancel at any time. However, where the Plan has provided you a benefit shortly before your cancellation takes effect: (a) where a repair was completed in the 3 months before cancellation, you may be required to pay the balance of 3 months’ Plan fees counted from the date of that repair, less fees already paid for that period; and (b) where a replacement appliance was provided in the 12 months before cancellation, you may be required to pay the balance of 12 months’ Plan fees counted from the date of the replacement, less fees already paid for that period. These amounts are capped at the Plan fees themselves — they are never a charge for the works or the appliance — and nothing in this section reduces your statutory cancellation rights, including your cooling-off rights above.

Our right to cancel. We may cancel your Plan by giving you 30 days’ written notice, or immediately if you break these terms, provide false information, or use the Plan fraudulently or abusively.

11. Fix & Protect offer (£30 off today’s repair)

  • If you join the Plan on the day an IGLOO Direct partner engineer carries out a chargeable repair at your home, £30 will be deducted from that repair bill.
  • One Fix & Protect discount per household. The discount has no cash value, cannot be exchanged, and applies only to the qualifying repair carried out that day by a participating partner engineer.
  • If you cancel in the cooling-off period after receiving the discount, the £30 may be deducted from any refund (see section 10).

12. If an appliance can’t be repaired

If our engineer determines that a registered appliance cannot be economically repaired, we will replace it with a new appliance of equivalent specification. Equivalent specification means matching the appliance’s key functional characteristics — for example capacity or load size, spin speed, fuel type, colour and fitting type (freestanding, integrated or built-in) — but not its brand: we choose the brand and model of the replacement, and a different manufacturer of equivalent specification is always a suitable replacement. Where the original specification is no longer commonly manufactured, we match the nearest current equivalent.

We fund each replacement up to £400 of appliance cost — at the trade prices we buy at, this covers the substantial majority of eligible appliances like-for-like. In the rare case where no equivalent-specification appliance is available within that amount, we will quote you the difference in writing before anything is ordered; you may pay the difference, or choose the closest available specification within the funded amount instead — either way you always receive a new appliance. Replacement decisions are confirmed in writing before any purchase, and every replacement carries the manufacturer’s new-product warranty. The replacement appliance takes the place of the original appliance on your Plan, and providing it fulfils our obligations for that breakdown.

Choosing a different replacement (optional upgrade). If you would prefer a specific brand or a higher-specification model, you may choose to pay the difference between our cost for the standard replacement and the cost of your preferred appliance. Any difference is quoted to you in writing before you decide, and you are never required to take this option — declining it never affects your covered replacement.

13. Our liability

  • We are responsible for loss or damage you suffer that is a foreseeable result of us breaking this contract or failing to use reasonable care and skill.
  • We are not responsible for loss that is not foreseeable, or for loss caused by events outside our reasonable control.
  • Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any matter where it would be unlawful to do so. These terms do not affect your statutory rights.

14. Complaints

If you are unhappy with our service, contact us on 0808 155 2905 or at info@protectyourigloo.co.uk and we will do our best to put things right.

15. General

  • We may update these terms from time to time. If we make a change that materially affects you, we will give you at least 30 days’ notice, and you may cancel before the change takes effect.
  • You may not transfer your Plan to anyone else without our agreement. A Plan applies to appliances at the address you register with us; tell us if you move house.
  • If any part of these terms is found to be unenforceable, the rest remains in effect.
  • These terms are governed by English law and any disputes are subject to the jurisdiction of the courts of England and Wales.