Electricare Wales – Terms & Conditions

Last Updated: February 2025

These Terms & Conditions govern the subscription-based electrical emergency service provided by Electricare Wales. By signing up for a membership plan, you agree to comply with these terms.

1. Introduction

Electricare Wales provides 24/7 emergency electrical support to residential and business customers in Pembrokeshire through a subscription-based service.

By subscribing, you acknowledge that:

• This is a membership service, not an insurance policy.

• Your membership covers emergency call-outs, subject to fair use limits.

• You must have an active membership to receive benefits.

2. Membership Plans & Payment

2.1 Plans & Pricing

We offer three membership tiers: 

• Standard Plan (£29+VAT per month / £335+VAT per year saving £13)

• Plus Plan (£34+VAT per month / £385+VAT per year saving £23)

• Pro Plan (£49+VAT per month / £550+VAT per year saving £38)

Please note: Annual payments are discounted compared to the total cost of paying monthly for 12 months, offering you a cost-saving benefit when paid upfront.

2.2 Payment Terms

• Monthly subscriptions: Payments are billed automatically every month.

• Annual subscriptions: Full payment is required upfront and is non-refundable after 30 days.

• Payments must be made via direct debit or card payment.

3. Service Coverage & Response Times

3.1 What’s Included?

Your membership covers any electrical fault that you experience or are unsure about. In addition:

• Standard (Plus) members receive enhanced response times.

• Premium (Pro) members receive priority response.

3.2 What’s Not Included?

• Non-emergency work (e.g., planned upgrades or installations)

• Repairs that require parts costing over £XX (quoted separately)

• Issues caused by external supply faults (e.g., grid power cuts)

• Any issues arising from substandard, non-compliant, or improperly performed electrical work carried out by a third party, either prior to or during your membership. Remedial work required to address such issues will be charged at our standard non-member rates.

• EV chargers, showers and other appliances large or small are not covered.

4. Contract Length & Cancellations

4.1 12-Month Contract

• Subscriptions are for a minimum of 12 months, payable monthly or annually.

• Early cancellation is not permitted, except in exceptional circumstances (e.g., relocation outside our service area).

4.2 Cooling-Off Period

• New members have 30 days from signup to cancel and receive a full refund.

4.3 Annual Subscription Policy

• If you pay annually, your membership is non-refundable after the 30-day cooling-off period.

• Funds are allocated monthly to ensure continued service throughout the year.

4.4 Membership Renewal

• 12-month plans auto-renew, unless you provide 30 days’ notice before renewal.

• Monthly plans cannot be canceled mid-contract.

5. Fair Usage Policy
 

To ensure fair access to services:

• Pro members: Unlimited call-outs.

• Plus members: 24 call-outs per year (excess call-outs may incur additional charges).

• Standard members: 12 call outs per year.

• Call-outs resulting from customer negligence (e.g., unauthorized DIY electrical work) may be charged separately.

• Call-outs that require a return visit will count as one call-out.

6. Missed Appointments & Access Requirements

• Customers must ensure an authorized person is available at the property at the scheduled time.

• If our electrician is unable to gain access, the visit may be counted as a call-out or incur a charge.

7. Failed Payments & Account Suspension

• Monthly payments must be kept up to date.

• If a payment fails, we will attempt to recharge the payment within 7 days.

• If payment remains unpaid after 14 days, your membership will be suspended, rendering you ineligible for emergency call-outs.

• If payment is not received within 30 days, your membership will be canceled, and you will need to rejoin at the current rates.

8. Claims Outside of Membership

• Emergency call-outs are available only to customers with an active membership.

• If your membership is inactive or canceled, you may request emergency assistance at our standard non-member rates.

• Rejoining after cancellation may involve a 14-day waiting period before benefits are reinstated.

9. Service Area & Availability

• Our services are currently available exclusively in Pembrokeshire.

• Response times may vary depending on location, demand, and external factors such as weather and traffic conditions.

10. Changes to Membership Pricing & Terms

• We reserve the right to adjust pricing or modify membership terms with 30 days’ notice.

• Existing annual subscriptions will not be affected until the renewal date.

11. Customer Responsibilities & Safety

• Customers must not attempt to repair electrical faults before our arrival.

• Any unsafe DIY work that results in a call-out may incur additional charges.

12. Liability & Disclaimer

• We are not responsible for delays caused by circumstances beyond our control (e.g., extreme weather, road closures).

• We do not cover losses resulting from business downtime due to electrical faults.

• We do not guarantee remedial work for faults that exceed the scope of our emergency service.

13. Contact & Complaints

For any inquiries or complaints, please contact us at:

• Email: info@electricare.uk

• Phone: 07749159907

Final Notes

• These Terms & Conditions form part of your membership agreement.

• Continued membership constitutes acceptance of these terms.

• Please ensure you review these T&Cs regularly for any updates.

You must acknowledge these terms and conditions via the link below